TERMS AND CONDITIONS OF PURCHASE
Last Updated: October 30, 2024
1. Introduction
LG Electronics U.K. Ltd. (“LGE” or “we”) welcomes you, the end-user (“User(s)” or “you”) to our online places of business, the LG website, https://www.lg.com/uk, (“Website”). The Website is the property of LGE. The Website will be referred to as the “Online Store”.
These terms and conditions of purchase (“Terms of Purchase”) set forth information necessary for Users to use various services, which we provide to you, to browse, download, and pay for digital content (including applications) ("Content"), physical products ("Products"), and/or services (“Services”) (Content, Products and Services being collectively, “Content, Products or Services”) on the Online Store. The Content, Products or Services provided through the Online Store are licensed or sold by LGE as provider of the Content, Products or Services.
The following terms and conditions apply to your purchase and/or downloading of Content, Products or Services via the Online Store and must be agreed to before making any purchase and/or download of Content, Products or Services using the Online Store. Matters not set forth herein shall be determined by the LGE Service Terms of Use (“Terms of Use”), and in case of any conflict between the Terms of Purchase and the Terms of Use, the Terms of Purchase shall prevail.
Please read these Terms of Purchase carefully so that you are aware of your rights and obligations. You can save or print these Terms of Purchase for your future reference.
These Terms of Purchase, together with your order confirmation, form the contract for the sale of Content, Products or Services between you and LGE.
A copy of these Terms of Purchase may be stored electronically or printed by all users of our Online Store.
2. Age
You must be at least 18 years of age to purchase Content, Products or Services from the Online Store.
3. MEMBER ACCOUNT, PASSWORD AND SECURITY
If the purchase of certain Content (for example subscriptions) or the use of a feature or program requires that you open an account, you must complete the sign up process by providing us with current, complete and accurate information as prompted by the applicable registration form. You also will choose a password and a user name. You are entirely responsible for maintaining the confidentiality of your password and account. Furthermore, you are entirely responsible for any and all activities that occur under your account. You agree to notify LGE immediately of any unauthorized use of your account or any other breach of security. LGE will not be liable for any loss that you may incur as a result of someone else using your password or account, either with or without your knowledge. However, you could be held liable for losses incurred by LGE or another party due to someone else using your account or password with your knowledge or if you fail to inform LGE of any suspected or actual unauthorized use. You may not use anyone else's account at any time.
4. Price, Payment, and Order
Price. The price of any Content, Products or Services is determined and set solely by us. The prices published on the Online Store are subject to change at any time. However, orders already submitted to us will not be affected by such changes unless the conditions, such as all our products are subject to availability. If, for any reason, any or all of the products you have ordered are or become unavailable or there has been an error in the price on our Online Store, LGE will make every efforts to notify you of this as soon as reasonably possible after becoming aware of it. LGE does not warrant to sell the product to you at the listed price in the event of any error or omission in the listing of the price. All prices are subject to the stated delivery charges, as well as any applicable taxes, duties, fees, or levies, which shall be included in the price. The amount that you actually pay will be determined by the sales price set by us, the discount coupon applied to Content, Products or Services (if any), the discount price through events (if any), shipping costs, and any applicable taxes. The total amount that you will pay will be communicated to you while placing your order and in any case before proceeding with payment.
Payment. We provide payment methods, such as credit card, so that you can pay for purchase of Content, Products or Services. You are responsible for any information that you provide in relation to your purchase. Generally, we will charge your payment method for an item when you initiate the download of the item or when the shipment process for your order has been initiated.
To use a credit card or any other payment method we make available on the Online Store to purchase any paid Content, Products or Services, you will be required to provide accurate, current and complete card information before you are permitted to purchase the paid Content, Products or Services. You authorize LGE or its agents and service providers to charge the applicable amount for the Content, Products or Services you purchase via your selected payment method. If you elect to save your card, your card will be used for future transactions unless you designate a different card or choose a different means of payment. If the transaction is not accepted, you will be unable to use that card for your transaction and you should use another card.
Order. Our order process allows you to check and amend any errors before submitting your order. Please check the order carefully before confirming it. You are responsible for ensuring that your order is complete and accurate.
Your order constitutes an offer to enter into a contract with us. By placing your order, you acknowledge that you will be under an obligation to pay. When you place an order, we will send you an order acknowledgement. Please note, the order acknowledgement does not signify the acceptance of your order or constitute a confirmation of sale. We may accept, decline, or place quantity or other limits on your order for any reason and at any time after receipt of your order. The orders are subject to availability and our acceptance and we may, at any time and in our discretion, refuse to accept your order, including, for example, when:
- The orders cannot be executed due to an error in the information you have provided to us, for example when you provide: insufficient or incorrect payment information, incorrect billing information; insufficient or incorrect delivery address information;
- There has been an error on our Online Store related to the Content, Products or Services you have ordered relating to the description of the Products as displayed on our Site;
- The Content, Products or Services you have ordered are no longer available on our Online Store;
- The amount of the order is too high price or it is obviously or materially lower than the prevailing retail price for that Content, Products or Services, based on a concrete assessment that will be conducted on a case-by-case basis at our absolute discretion; or
- If, in the context of special promotions or sales, specific limitations are placed on the order.
LGE reserves the right to cancel an order:
- if we do not receive the authorization to charge the cost of the Content, Products or Services selected by you;
- if at the time of purchase an obviously incorrect and recognizable price is indicated (prices that are too high or too low compared to the market average and without the indication of promotional messages);
We may in our discretion make Product(s) available for purchase on the Online Store prior to the release date for that Product(s) (Pre-Order). A Pre-Order allows you to pay for a Product you want before its release date. A Pre-Order does not imply that you will receive the Product earlier than the release date. If we make Pre-Orders available, we may in our discretion limit their availability to certain periods of time and/or a limited quantity of Products.
If we reject, limits, or otherwise modifies your order, we will notify you using the email address or other contact information you provide to us. If we cancel an order or part of an order that we have already charged you for, we will refund you the full or partial amount of payment you’ve made relating to the Content.
On acceptance of your order, we will send you a confirmation email (the "Confirmation Email"). These Terms of Purchase and the order will become legally binding on you and us when we send you the Confirmation Email and each order shall incorporate the Terms of Purchase and shall be a new and separate contract ("Contract") between you and us.
Delivery
DPD (Small Items)
Small items will be delivered by DPD within 3 days after you have placed your order.
AIT Home Delivery (Large Items)
AIT Home Delivery will deliver between 8:00am to 8:00pm, Monday to Saturday, not including public/bank holidays. The delivery date you have selected is not guaranteed and will be confirmed by AIT Home Delivery once you have placed your order. AIT Home Delivery are able to deliver your product to a room of choice, but this can be no higher than the 3rd floor if no elevator is available.
Customer Delivery Pre-checks (AIT Home Delivery)
It is your responsibility to check the dimensions of the product and ensure that the product can be delivered successfully. You must ensure there is access to the property for delivery, otherwise you will need to reschedule the delivery. In the event that something happens outside of the carriers control (i.e. road closures and adverse weather), delivery may not be possible and AIT Home Delivery will contact you to arrange a suitable alternative date for delivery.
Reschedule Delivery (AIT Home Delivery)
If you need to reschedule your delivery, this must be done by 4:00pm the day prior to the agreed delivery date. You can reschedule your delivery by contacting LG or AIT Home Delivery directly. Failure to comply with this timeframe may result in additional costs being applied.
Additional Services
Additional services are available on selected appliances and TVs and must be included when placing your order. Installation Services will be carried out by AIT Home Delivery at the same time as delivery. If you need to reschedule your service, this must be done by 4:00pm the day prior to the agreed delivery date. You can reschedule your delivery by contacting LG or AIT Home Delivery directly. Failure to comply with this timeframe may result in additional costs being applied.
Before the appointment for your service, you must ensure:
1) There is access to the property to perform the service.
2) The area where the service will be performed is clear and safe.
3) All electrical and plumbing supplies are of a standard that can be used for the service.
Installation Service. This service includes the new appliance being unpacked, connected to an existing water supply (if applicable) and being plugged into an existing standard power socket. All packaging will be removed. This services does not include a stacking installation.
It is a condition of the Installation Service that you ensure that the following requirements are met prior to the attendance of our representative. Failure to comply with any one or more of these requirements may result in installation not being proceeded with and the appointment rescheduled, in which case we will have the right to make a reasonable additional charge to cover the cost of attendance. Repeated failure to comply with one or more of these requirements will entitle us to cancel the Installation Services without refund.
a) If the service cannot take place due to the unavailability of electricity or a water supply, or any other interference or hindrance at the nominated premises, the appointment will need to be rescheduled.
b) It is your responsibility to check the dimensions of the product and ensure that the product can adequately fit in the installation space. If the product does not fit, the order may need to be cancelled.
c) There must be a working standard plug socket within 1m of where the appliance will be installed.
d) There must be independent water and waste outlets for ‘wet’ appliances and all stop valves must be fully operational. The water supply must be turned off at the main stop valve (where applicable).
e) You must supply sufficient Jubilee clips to secure the appliance outlet to the wastepipe.
f) Pipework for refrigerators must already be present, where applicable to your order.
Disconnection Services. This includes disconnecting your old freestanding appliance only. We are not able to disconnect integrated appliances. You will need to ensure that you have disabled mains power to the appliance at least 6 hours prior to the appointment. All appliances must be empty and water must be emptied from the appliance prior to the appointment. For Refrigerators, please ensure that it has been fully defrosted prior to the appointment.
Disposal Service. This service included removing your old freestanding appliance only (like for like). The old appliance must be disconnected prior to the appointment time, unless you have added the disconnection service to your order. You will need to ensure that you have disabled mains power to the appliance at least 6 hours prior to the appointment. All appliances must be empty and water must be emptied from the appliance prior to the appointment. For Refrigerators, please ensure that it has been fully defrosted prior to the appointment.
TV Plug and Play Service. This services includes unpacking your TV and setting it up on its stand, as well as connecting it to a maximum of two HDMI devices (i.e. Sky Box and Game Console). It does not includ connecting it to any soundbars or AV products that form part of your order. This service does not include wall mounting, wall fishing power cords or installation and instructions for satellite or cable television subscription. All cables for external components must be readily available. This service will require a standard plug socket to be within 1m of the space where the TV will be setup.
TV Wall Mount Service. This service includes unpacking the TV, installing it to the appropriate wall mount bracket and connecting it to a maximum of two HDMI devices (i.e. Sky Box or Game Console). It is the responsibility of the customer to provide the necessary cables and/or mounting hardware necessary for the installation. Wall mount brackets are not included (unless specified) and will need to be purchased separately prior to the appointment. If required, these can be purchased from AIT Home Delivery, but this is subject to availability. All cables for external components must be readily available. This service will require a standard plug socket to be within 1m of the space where the TV will be wall mounted.
6. Cancellation, Exchanges, Returns, and Warranty
Cancellation. You may cancel an order at any time before it is picked for shipping at our warehouse. To cancel your order, you must log into your account on the Online Store, find your order and, if the ‘cancel order’ button appears, click the ‘cancel order’ button and follow any further prompts required to confirm the cancellation. Once your order has been picked at our warehouse, the order cannot be cancelled and the ‘cancel order’ button will not appear. However, after delivery, a ‘change of mind’ return may be available in accordance with this Article on Returns and Exchanges. You have the right to reject the product at the time of delivery. For cancelled orders, we will usually make any refunds using the same method originally used by you to pay for your purchase, as soon as practicable after the order is cancelled.
Returns and Exchanges. Returns and exchanges of items that you purchase will be subject to our return and exchange policy as set out below. For returns, refunds for purchases made through card payment will be made to the card used to purchase the item. If the card used to make payment is no longer able to accept refunds, we will pay the refund into a bank account nominated by you. We may require you to provide sufficient details of this account for us to complete necessary ID checks.
For refunds concerning Services, we will not refund services that are no longer required. It is your responsibility to ensure that you have selected the correct Services before placing the order. A partial refund will not be provided for any Services that have not been used. If Services have been performed, and you wish to return your product, the services included in the order will not be refunded.
You may return Products at any time within fourteen (14) days, beginning on the day you purchase the Products, provided that the following requirements are met:
(a) within 14 days of purchase from the Online Store, you contact the LG Customer Service Team on 0344 847 5454 or chat with us through chatbot on https://www.lg.com/uk/support/contact-us/.
(b) you make the Product available for collection and inspection by an LGE authorized agent;
(c) the Product is unused;
(d) the Product's packaging is un-opened and the packaging seal is intact;
(e) the Product's packaging is not damaged; and
(f) the Product is in re-sellable condition.
If you wish to return a Product because you have changed your mind and you meet the requirements specified as abovementioned, you will receive a refund of the price paid for the Product in accordance with our Returns Process below. However, with ‘change of mind’ returns, if the Product packaging is damaged, unsealed, unboxed and/or the Product has been used, or the requirements are not otherwise met, we are unable to give you a refund, so please choose carefully when selecting your Product, and when deciding to open packaging following delivery.
Returns Process
(a) The following process applies to return of Products:
(i) Contact an LG Customer Service Team on 0344 847 5454, via our website or chat with us through chatbot on our website. We will then inform you of the arrangements to return the Product to us.
(ii) You will be required to then provide us with proof of your original purchase and any delivery documentation.
(iii) You must return the Product(s):
(1) with all original components and accessories (including manuals, documentation, etc.); and
(2) in its original cartons and packaging or, if necessary, in packaging suitable to prevent damage to the Product.
(3) with all accompanied free gifts (tag together with the purchase of the product).
(vi) If you are returning the Product(s) to us because you consider that the Product(s) is/are faulty or damaged, we will assess the Product(s) following receipt of the Product(s) from you. Subject to clause 6(c), if:
(1) no fault is found, or the fault is found to be caused by you (see clause 6(f) below), the claim will be rejected and we will return the Product(s) to you;
(2) in the case of a valid warranty claim, we will liaise with you regarding an applicable warranty remedy;
(b) We will notify you of our assessment via email within a reasonable period of time of when we receive the Product(s) from you.
(c) You have a legal obligation to take reasonable care of a Product while it is in your possession. If you fail to comply with this obligation and return a Product to us, we may have a right of action against you for compensation. In all cases, we reserve the right to inspect the Product(s) and verify the fault or defect. For an exchange or refund, the Product(s) must be in otherwise ‘as new’ condition and if possible with the original packaging. We reserve the right to refuse a refund or exchange if a Product returned is considered to have been otherwise damaged.
(d) We will usually process a refund due to you as soon as possible and, in any case, within fourteen (14) days of confirming to you via email that you are entitled to a refund. If we are obliged to provide you a refund for Product/s comprising only part of an order, we will only refund the component or portion of any applicable delivery or other charges you may have paid that relates to the Product/s which are subject to the refund.
(e) We will usually make any refunds using the same method originally used by you to pay for your purchase.
(f) We do not cover faults caused by misuse, neglect, physical damage, tampering or incorrect adjustment or normal wear and tear. Products sold on our Site are intended for domestic use only and are not for commercial use or resale. Nor do we cover faults due to incorrect installation in your home. Please do not remove the serial number
For any digital content, all sales of digital content which has been successfully paid for and downloaded/delivered are final and non-refundable. In the event that a digital content is not available after the payment is confirmed by LGE but before the download, your sole and exclusive remedy is a refund. If technical problems prevent or unreasonably delay delivery of your digital content, your exclusive and sole remedy is either a replacement of the digital content or a refund of the price you paid for the paid digital content, by means of payment method you used or a coupon at LGE’s sole discretion.
Warranty. In addition to any right that you may have to cancel the contract under your local law, you may have statutory warranty rights against us. We may provide an additional warranty or guarantee on Content, Products or Services sold through the Online Store. Please check the warranty or guarantee of the Provider to determine whether you have additional warranty or guarantee rights for any Content, Products or Services you have purchased.
Product warranty details can be found here: https://www.lg.com/uk/support/contact-us/
You should check the Product(s) as soon as it/they is/ are delivered to you to ensure that:
(a) they are what you ordered;
(b) they are not missing any accessories;
(c) they are not damaged or faulty. If this is not the case, you should contact LG Customer Service Team at 0344 847 5454 within 7 days.
In the event of payment transaction failure or duplicate delivery, and the Product(s) and/or service(s) are delivered, unboxed or opened, utilised, resold, you undertake to make payment or return the Product(s (in their original unopened condition) immediately. Failing which, the Product(s) and/or service warranty will not be honored and a police report will be lodged.
7. Payment processing
LGE uses a third party payment service in lieu of directly processing your credit card information. By submitting your credit card information and other payment method information, you grant us the right to store and process your information with the third party payment service. You agree that LGE will not be responsible for any failures of the third party to adequately protect such information. All financial matters regarding your information are subject to the conditions of the third party payment service provider's terms of service.
If you choose to make use of a third-party payment service such as PayPal or Klarna, we will direct you to the relevant provider’s service during the order process. Your order will not be confirmed until it is approved by them.
Please note that use of these third-party payment services will require you to agree to the relevant service provider’s terms and conditions, terms of use, privacy policies and/or other conditions. By using these services to pay for your order with us, you will have given your agreement to these. Any agreements that you make with third-party payment services do not modify or otherwise affect your agreement with us.
8. Reviews
LGE may permit Users to post reviews of Content, Products or Services on the Online Store. These reviews are express opinions of the reviewer only and do not reflect the opinions of LGE. LGE makes no representations or warranties as to the accuracy or completeness of the reviews. You agree that LGE shall have no liability to you if you rely on the reviews to download or use Content, Products or Services. LGE reserves the right to, but has no obligation to remove reviews that LGE deems irrelevant or otherwise inappropriate for any reason.
9. Intellectual Property Rights
You agree that Content, Products or Services available through the Online Store, including but not limited to the graphics, editorial content, audio clips, video clips, and software, contain proprietary information and material that is owned by LGE, or other third parties. Neither you nor anyone acting on your behalf, acquire any intellectual property rights or other proprietary rights, including patents, designs, trademarks, copyrights or trade secrets relating to the contents in the Online Store or in the Content, Products or Services, except as expressly specified in an appropriate license or mutually agreed upon in writing.
10. Indemnification
If we suffer loss arising out of or in connection with: (i) your breach of the Terms of Purchase; (ii) your use of the Online Store other than in accordance with these Terms of Purchase; or (iii) your use of any Applications downloaded from the Online Store other than in accordance with any terms applicable to the use of those Applications, you will be liable to reimburse us for such losses, and we may issue legal proceedings against you if necessary.
11. Warranty and Disclaimers
EXCEPT AS MAY BE PROVIDED UNDER A WARRANTY FOR NEWLY PURCHASED DEVICES, AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YOU EXPRESSLY ACKNOWLEDGE AND AGREE THAT USE OF THE ONLINE STORE OR ANY APPLICATION SOLD OR DISTRIBUTED IN THE ONLINE STORE IS AT YOUR SOLE RISK AND THAT ACCESS TO THE ONLINE STORE IS PROVIDED TO YOU ON AN “AS IS” AND “AS AVAILABLE” BASIS AND WITHOUT ANY WARRANTY OF ANY KIND OR NATURE. LGE DOES NOT WARRANT THAT USE OF THE ONLINE STORE WILL BE CONTINUOUSLY AVAILABLE OR ERROR FREE. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LGE AND ITS SUPPLIERS EXPRESSLY DISCLAIM ANY IMPLIED OR STATUTORY TERMS, CONDITIONS OR WARRANTIES, INCLUDING THOSE AS TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, ACCURACY, AND CORRESPONDENCE WITH DESCRIPTION, SATISFACTORY QUALITY AND NON-INFRINGEMENT. LGE MAKES NO WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, WITH REGARD TO ANY THIRD PARTY SOFTWARE OR OPEN SOURCE SOFTWARE. ALL THIRD PARTY SOFTWARE AND OPEN SOURCE SOFTWARE IS PROVIDED "AS-IS," WITHOUT WARRANTIES OF ANY KIND BY LGE.
12. Limitation of Liability
Nothing in these Terms of Purchase excludes or limits our liability for: (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation; and (iii) any matter in respect of which it would be unlawful for us to exclude or restrict our liability.
If we fail to comply with these Terms of Purchase, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms of Purchase or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into these Terms of Purchase.
We only supply the Content for domestic and private use. You agree not to use the Content for any commercial or business purposes and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We are not liable for any loss or damage suffered by you as a result of: (i) your breach of these Terms of Purchase; or (ii) if you are resident in the United Kingdom, circumstances or events beyond our reasonable control.
13. Governing Law and Jurisdiction
The Terms of Purchase are governed by and shall be construed in accordance with the laws of England and Wales and each party irrevocably submits to the exclusive jurisdiction of the courts of England and Wales in respect of any dispute arising out of Terms of Purchase and/or any Contract made on the Online Store.
14. Data protection and Privacy
When the User place an Order through the Online Store, you provide us with personal data about you. We will use your personal data to manage your Order, deliver the Products ordered and for other limited purposes. The collection and processing of personal data will be carried out in compliance with our Privacy Policy published on the Online Store and available at the following link: https://www.lg.com/uk/support/contact-us/
15. CHANGES TO TERMS OF PURCHASE
We may from time to time amend these Terms of Purchase, to the extent permitted under applicable laws and regulations. Such amendment and the reason thereof will be notified to you prior to such amendment going into effect. Further, any material change that may be disadvantageous to you will be notified to you in advance. If any change to these terms is found invalid, void, or for any reason unenforceable, that change is severable and does not affect the validity and enforceability of any remaining changes or conditions. YOUR CONTINUED PARTICIPATION AFTER WE CHANGE THESE TERMS OF PURCHASE AND, IN THE CASE OF MATERIAL CHANGES, YOUR ACCEPTANCE OF THE AMENDED TERMS OF PURCHASE CONSTITUTES YOUR ACCEPTANCE OF THE CHANGES. IF YOU DO NOT AGREE TO ANY CHANGES, YOU MUST CANCEL YOUR SUBSCRIPTIONS.
16. Mediation
In the event a dispute arises out of or relates to this terms and conditions of purchase, or the breach thereof, and if the dispute cannot be settled with negotiation by the parties, the parties hereby agree first to attempt in good faith to settle the dispute by mediation administered by a mediation organization before resorting to litigation or some other dispute resolution procedures.
17. Contacting LGE
Should you have any issues or questions regarding the Online Store or your purchase, please visit Contact Us or Report a Problem on the Online Store.
Contact: https://www.lg.com/uk/support/contact-us/email-us/ or telephone 0344 847 5454
Operating hours:
Working hours as follows:
Monday-Friday: 9.00am to 5.30pm
Saturday: 9.00am to 4.00pm
Sunday/Public Holiday (PH): Closed
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