Policy The policy and legal information with online shopping on Staples.

Terms & Conditions

General Terms and Conditions for Business Customers

Company information:

Your contract partner for all agreements that are concluded through the website www.staples.co.uk (hereinafter: "Website") is:

Staples UK Limited (hereinafter: "Staples", "we", or "us"),

Hampden Court,
Kingsmead Business Park,
Frederick Place,
High Wycombe,
HP11 1JU

Tel.: 0333 300 1334
Fax: 0333 300 0039
E-Mail: customersupport@online.staples.co.uk

Companies House No.: 02535286
VAT No.: 697 870 756

Postal address for correspondence regarding orders:

Customer Services
Staples Online UK
Aqueous 3, Aston Cross Business Village
Rocky Lane
Birmingham
B6 5RQ

General terms and conditions of sale and delivery of orders placed via the internet and telephone.

1. APPLICABILITY

1.1 These general terms and conditions, including all other terms and documents referred to in these general terms and conditions (hereinafter: "Terms") are applicable to all agreements and any other (legal) relationship between Staples and business customers, not being consumers (hereinafter; "Customer", "you", or "your"). Staples does not supply to wholesalers or resellers. Please read these Terms carefully before ordering any products from our Website and print or save a copy of these Terms for future reference.

1.2 The applicability of the general terms and conditions or any other terms used by the Customer is expressly dismissed, unless such terms have been explicitly accepted by Staples.

1.3 Our Website is only intended for use by people resident in the United Kingdom. We do not accept orders from outside of the United Kingdom. By placing an order through our Website, you warrant that: 1) you are legally capable of entering into binding contracts, 2) you are at least 18 years of age; and 3) you are resident in the United Kingdom.

1.4 Some products or services in our Website are offered by third parties, and not Staples. The general terms and conditions of these parties may be applicable to such products or services. Please ensure that you are happy with the terms of that contract and take legal advice if necessary, before ordering.

2. OFFER & AGREEMENT

2.1 All offers and promotions, including the Staples' folders, are without any obligation unless otherwise indicated. Your order constitutes an offer to us to buy a product. All orders are subject to acceptance by Staples and we will confirm such acceptance of the order, to you by sending you an e-mail that acknowledges that the product has been successfully ordered (hereinafter: "Order Acknowledgement"). The contract between us (hereinafter: "Contract") will only be formed when the goods are despatched from the warehouse and we send you the Order Confirmation email, not at the point of ‘Order Acknowledgement’.

2.2 Your order can be submitted per telephone on 0333 300 1334 (our lines are open Monday to Friday 8am to 7pm and Saturday 9am to 2pm (excluding Bank Holidays), or the internet at staples.co.uk. With orders submitted through the internet, you will receive an email acknowledging your order, with a second email on despatch with an Order Confirmation detailing the content of the Contract.

2.3 All statements on the Website regarding amounts, measurements, descriptions and/or other designations are made with care, but only serve to identify the products and are estimations only unless explicitly indicated otherwise. Obvious errors such as pricing-units of measure-, calculation- or writing errors in offers, promotions, folders, brochures, catalogues, order confirmations, invoices and other written statements of Staples are non-binding. (Test-) models or drawings are non-binding depictions of the respective products only. Any warranties regarding the quality, durability, function and fitness for a particular purpose are only binding when explicitly indicated by Staples. (e.g. the technical specifications of a product).

2.4 If the products that you have ordered are no longer available, we retain the right to cancel the order. We may also offer you substituted goods of a similar nature and quality. In this case, we will contact you and ask if you wish to proceed. If you do not want to keep the substituted products within a reasonable timeframe from delivery you can cancel your order and we will arrange collection of such substituted products from you.

3. DELIVERY AND RISK

3.1 We shall endeavour to inform you of estimated delivery dates when you place an order. The estimated delivery timescales for the products shall be indicated on our site. Delivery terms are non-binding and in the unfortunate case the delivery term is exceeded, the Customer shall not be entitled to any reimbursement, damages, or suspension of his contractual obligations.

3.2 The products shall only be delivered after approval of the (contact) details of the Customer. If the details are, for example, not in compliance with article 1.1 of these Terms, then Staples is entitled to cancel the Contract, of which you will be informed per email, fax or letter.

3.3 The delivery term shall commence on the day the Contract is concluded, as laid down in Article 2.1. If parties have agreed to pre-payment, the delivery term will commence the moment the amount is transferred onto our account.

3.4 Products will be delivered (by a carrier) to the address, indicated by the Customer. Delivery times are between 8.00am and 6.00pm and we cannot specify an exact time when we will deliver. Please note that we cannot deliver orders next day if they fall within the postcode areas listed in this link. Or if the goods are ordered after 7pm each evening, on a weekend or a Bank Holiday. The delivery driver needs to obtain a signature for all Products and if you are unavailable to accept delivery, the Products may be left with a neighbour if they are willing to sign for them. Please note that products cannot be left in porches, sheds or other places outside of the home or Staples store. Deliveries are attempted twice and the driver will leave a card stating when delivery will be re-attempted or if the Products have been left with a neighbour, or if the products are available to be collected from your local delivery office or if you call to arrange a different delivery date. Please note we cannot deliver to PO Boxes or BFPO addresses.

3.5 Staples is entitled to partial deliveries on reasonable grounds.

3.6 Delivery costs are as follows:

Delivery option Timing Price Minimum spend Order cut off
Free delivery
(UK including Isle of Skye)
Next working day Free £36 (Inc VAT)
Below this a charge of £3.48 applies
Order by 7pm for next working day delivery between 8am and 6pm.
Orders placed on a Saturday or Sunday will be delivered the following Tuesday.
Free delivery
(Northern Ireland, UK Offshore Islands and Highlands)
Next working day Free £144 (Inc VAT)
Below this a delivery charge of £12.00 applies
Order by 7pm for next working day delivery between 8am and 6pm.
Orders placed on a Saturday or Sunday will be delivered the following Tuesday.

For further information on carriage costs or delivery timescales, please contact Customer Services on 0333 300 1334

3.7 The risk to the products will pass over to you at the time of delivery of the products to the carrier, or any other means of transportation, which includes partial delivery, the delivery of services or the delivery (download) of digital content). If delivery is delayed due to any fault of the Customer, then the Customer will be immediately in default, without any notice required, from the moment that Staples has indicated that the products are ready for transportation. Staples is then entitled to store the products for the account and risk of the Customer, or to sell them to a third party. The Customer will remain liable for the purchase price and any applicable interest or costs, minus the profit made with the sale of the products to the third party if applicable.

4. PRICES, PAYMENT AND OWNERSHIP

4.1 All prices are Net prices (excluding VAT). Additional costs, such as delivery costs, will be mentioned separately on the Website. There is a button on the Website to switch between prices excluding VAT and prices including VAT.

4.2 Prices are liable to change at any time, but changes will not affect orders in respect of which Staples has already sent you an Order Confirmation. Percentage savings flags are indicative of the discount applied, and are not intended as an indication of the actual price to be paid.

4.3 The Website contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on the Website may be incorrectly priced. Staples will normally verify prices as part of the dispatch procedures so that, where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product. If a product's correct price is higher than the price stated on the Website, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection. We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing or pack size error is obvious and unmistakeable and could have reasonably been recognized by you as a mis-pricing.

4.4 Payment for all products must be by credit or debit card, PayPal or Staples Online Trade Credit Account. We accept payment by the following credit and debit cards: American Express, Visa, Mastercard.

4.5 The title to the products, regardless of the actual moment of delivery, will only pass to the Customer after the Customer has fully fulfilled all its obligations under the Contract, including but not limited to payment of the purchase price and any additional costs, interests, taxes and damages that may be due in accordance with the Contract or any other applicable terms.

4.6 The Customer is not entitled to sell, rent out, pledge, or to encumber the products otherwise, or to alienate the products to third parties, fully or partially, save within the framework of his normal business.

4.7 As long as the title to the products has not passed to the Customer, the Customer shall immediately inform Staples when the products are (threatened to be) encumbered in any way. Furthermore, Customer shall then inform Staples of the whereabouts of the products and, if desired, grant Staples access to the products, on the first request of Staples.

4.8 In case of an attachment on (a part of) the products, bankruptcy, or suspension of payment of the Customer, the Customer shall immediately inform the party that wishes to exercise any right on the products, of the right of ownership of Staples on those products.

4.9 If the Customer has failed to fulfil its obligations under the Contract and the title to the products has not passed to the Customer, but the Customer has delivered the products of Staples to a third party, Customer is obliged, at the first request of Staples, to cooperate to vest a right of lien for Staples on any possible claim of the Customer on the third party with regard to the delivery of the products to the third party, notwithstanding any further rights of Staples under this Agreement.

4.10 Please note that you must pay for the Products at the time you place your order. If you choose to pay by credit or debit card, Staples has chosen Ingenico to provide PCI compliant secure payment services and the transaction will go through the Ingenico website. Ingenico's details are as follows: "Ingenico" means the company Ingenico SAS, a simplified company limited by shares (société par actions simplifié) with capital of €40,000.00 having its registered offices at 75009 Paris, 5 Rue de Rochechouart, France, registered in Paris number 435,236.898. No credit or debit card information is provided to Staples and completion of the transaction will be subject to you agreeing to Ingenico's terms and conditions as a separate contractual relationship is created between you and Ingenico. Please can you ensure that you are happy to agree to Ingenico's terms and conditions before choosing to pay by credit or debit card. If you require the Products to be delivered to an alternate address other than that which your credit or debit card is registered to, we may need to verify your details before we can process your order.

5. WARRANTY/COMPLAINTS

5.1 If you purchased products that were not manufactured by Staples, you may be entitled to (additional) warranty (terms) from the original manufacturer or the supplier of Staples. The Customer can never claim any additional warranty from Staples than Staples or the Customer is entitled to under the warranty of the manufacturer and/or suppliers of the products. The warranty rights for Staples products are laid down in articles 5.2 to 5.9 of these Terms.

5.2 In case the Customer makes a claim under a warranty provided by Staples, he should inform Staples of the defect as soon as possible and ultimately within fourteen (14) days of the delivery of the product, or if it's a hidden defect within fourteen (14) days after discovery was reasonably possible, failing which Customer loses its rights to make any claims under the warranty. Complaints concerning perishable products (e.g. food products) should be made within forty eight (48) hours after delivery. The Customer cannot derive any rights from the fact that Staples is handling a complaint.

5.3 After the Customer has noticed a defect to a product, he should immediately cease and desist the use and/or installation of the product and do whatever lies in his capacity to limit any further damages.

5.4 Any valid claims made under the warranty of products manufactured by Staples for material- or manufacturing defects will result in a free repair or replacement of the products, such at the discretion of Staples. If repair or replacement is not possible or reasonable given the costs involved, Staples will be entitled as an ultimate remedy to reimburse the costs.

5.5 After reporting the defect, the Customer shall enable Staples to investigate the products. The inspection of the defect product shall take place at the then current location of the product, or the facilities of Staples, such at the discretion of Staples. Costs for transportation/returns will be for Staples, unless the warranty claim is denied, then the Customer shall have to pay the transportation costs.

5.6 The Customer shall allow Staples a reasonable term to conduct the investigation and repair or replace the products, or reimburse the purchase price.

5.7 The term of the warranty depends on the (kind of) product and shall be determined by Staples on a case by case basis. A (part of a) product that is replaced or reimbursed shall (again) become property of Staples and shall be returned to Staples.

5.8 Any defects to the products that are a result of normal wear and tear, or any other external cause, such as but not limited to, damage due to transportation by the Customer, incorrect use, or if Customer has made any repairs to the product without the prior written permission of Staples, will not be covered by the warranty.

5.9 If Staples has repaired or replaced the product, or has reimbursed the purchase price as a result of its warranty obligations, it will be fully discharged in respect of its warranty obligations and Staples will not be liable for any (further) damages and /or compensation of any kind.

5.10 If any of the following Products: printers, multi-function machines, scanners, fax machines, digital cameras, laptops, PCs, shredders, telephones, hard drives, wireless networking, bluetooth adapters, widescreen monitors, TV/DVD, projectors, PC/laptop accessories i.e. mice/scroll tablets/keyboards/webcams, USB hubs, digital voice recorders, cash registers, label machines, modem/routers (each hereinafter: "Technology Product") develops a fault within a reasonable time timeframe from delivery by us and you have received the Technology Product within 30 days of placing your order, please contact the manufacturer and once they approve there is a fault please obtain a fault or case reference number, call us and we will arrange for the item to be collected. If you have received your Technology Product after 30 days of placing your order, and it develops a fault within a reasonable timeframe, please follow the manufacturer's instructions with regards to the return of the faulty Technology Product.

6. LIABILITY AND INDEMNIFICATION

6.1 Staples is never liable for any direct or indirect damages, including but not limited to loss of profit, consequential-, immaterial-, business- or environmental damages, of the Customer or a third party.

6.2 Staples is not liable for the transport of food products by Customer, or the consequences thereof, even if the food products are transported with the use or aid of products delivered by Staples.

6.3 Notwithstanding the terms of articles 6.1 and 6.2, or anything else in these Terms, nothing in these Terms excludes or limits in any way Staples liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for any matter for which it would be illegal for Staples to exclude, or attempt to exclude, its liability, or under section 2(3) of the Consumer Protection Act 1987. To the extent permitted by law, the liability of Staples is always limited to the amount of the Contract.

6.4 Unless damages are caused as a result of wilful misconduct or gross negligence of Staples, the Customer shall indemnify Staples for all claims of third parties, that have a direct or indirect connection with the (use of the) products delivered by Staples and the Customer shall reimburse all possible damages of Staples, including (legal) costs, that Staples may suffer as a result of such a claim.

6.5 If damages occur, the Customer is obliged to limit, as far as reasonably possible, any further or other damages.

6.6 To the extent permitted by law, the limitation period for bringing claims against Staples is limited to one (1) year.

7. RETURNS

7.1 In addition your rights in article 6 of these Terms and any other statutory rights that you may have, you have the right to cancel this Contract in relation to non-faulty products (other than products which we have reasonably specified as non-returnable) and receive a refund from us.

7.2 To exercise your right to return the products, you must inform us that you wish to cancel your Contract within 30 calendar days, starting on the day after the products are delivered to you. Goods returned within 14 days will be collected free of charge and a refund applied. Between 14 – 30 days a £3.50 Collection fee will apply and if the goods are not in a re-saleable condition we reserve the right to deduct a re-stocking fee of £15 or 20% of the goods value from the refund.

For Technology products:
1) The product must be restored to factory settings and must have all personal data cleared, wiped, and deleted - Including but not limited to:
a. Any usernames or passwords or other security settings
b. Any software installed on the device which was not pre-installed from factory
c. Any personal documents, music, video, images, or other media files which were not present at point of sale
d. Any saved user data within internet browsers including but not limited to:
e. Automatic login information, email addresses, saved passwords, etc.
2) The product must be returned with all original packaging, including:
a. Any accessories included with the product such as power cables, USB cables, cases or covers, headphones, kettle leads, and any other accessory which was present in the product packaging at point of sale
b. Any and all user documentation such as instruction manuals, warranty leaflets, advertisement documents, license keys or keycards, and any other paperwork which was present within the product’s original packaging at point of sale.
3) The product(s) must be returned in full – if it has been purchased as part of a group, multi-buy, when bought with, or bundle offer – all products purchased as part of that individual product sale must be returned
a. For example, if a bundle of a Laptop, Laptop Bag, Mouse, Keyboard, and Software was sold – in order to be eligible for a refund in full, all components to that bundle must be returned simultaneously.
4) All the above criteria must be met in order for a refund to be issued.
5) Please be aware that we are unable to cancel, refund, or exchange the following products:
a. Products which have been personalised for you such as stationery, or gifts.
b. CD’s, DVD’s or Computer software which has been unsealed by you
c. Food and Drink or other perishable items (Due to health and safety regulations)

All credits exclude original delivery charges, if applicable.

7.3 If you choose to cancel a Contract then you must return the products to us at your cost or make the products available for our collection (as we reasonably specify).

7.4 If you have not returned the products within 14 days of cancellation or when reasonably requested to do so by us, whichever occurs first, we can collect the products from you at your cost. The charge for collection is £3.50 (excl VAT)

7.5 Staples will only accept a cancellation and/or return if You submit your request in writing within the stated period and at the same time submit:

  • The invoice or any other proof of payment;
  • The unused, undamaged and complete product;
  • The original, undamaged packaging of the product;
  • The complete and not filled out warranty of the product.

7.6 Your right of cancellation is not applicable with regard to:

  • products made to the consumer's specifications or clearly personalised;
  • products which are liable to deteriorate or expire rapidly;
  • products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
  • sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery;
  • the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications;
  • digital content which is not supplied on a tangible medium.

7.7 In relation to non-faulty products that have been returned to us, once the products have been received back into our warehouse and their condition checked, you will receive a full refund for these items back to your original purchase card. If they are not in a suitable condition (as determined by us acting reasonably), we reserve the right to charge a minimum restocking fee of £15 or 20% of the selling price of the products.

7.8 If any items are damaged or missing from your order, please contact us within 3 working days of your delivery by phone on 0333 300 1334, or email customersupport@online.staples.co.uk. Please call our Customer Services Team on 0333 300 1334 for advice on returning Products.

OrderCare Returns Policy

OrderCare is an optional premium service which operates in addition to your rights in these Terms and which allows you to return unwanted products to us any time within one year of purchase. We will even collect the products free of charge. Just call 0333 300 1334 to arrange your free collection and full refund (excluding original delivery charges, if applicable).

If selected OrderCare is included on your invoice and represents a percentage of the price of the products in your order (excluding delivery costs) (min. charge £0.38, max. £2.96 excl VAT). OrderCare is an optional benefit; if you wish to purchase this service, please advise us at time of ordering.

If you are returning unwanted products between 3 and 12 months since the date of their delivery, that are not in an 'as new' condition suitable for resale, we reserve the right to charge a minimum restocking fee of £15 (excl VAT) or 20% of the product's selling price.

Please note that made-to-order and personalised items are non-returnable at any time.

8. SUSPENSION AND DISSOLUTION

8.1 If Customer fails to fully or timely comply with all his obligations arising out of the Contract or these Terms, the customer will be immediately in default without any notice required and Staples will be entitled to:

  • suspend the execution of the Contract and any relating obligations until fulfilment of the obligations of the Customer is sufficiently secured.
  • partially or fully dissolve the Contract and any relating agreements, without being liable for any damages and notwithstanding any other rights Staples may be entitled to.

8.2 In case of bankruptcy, suspension of payment, or the closing down or winding up of (part of) the company of the Customer, all Contracts and/or (other) agreements with the Customer shall be automatically dissolved, unless Staples notifies the Customer within a reasonable timeframe that it wishes to uphold (part of) the Contract and/or agreement, in which case Staples is entitled to suspend the execution of the Contract and/or agreement without any further notice required until the Customer has provided sufficient security.

8.3 In all of the cases mentioned in article 8.1 and 8.2 of these Terms, any and all claims Staples may have on the Customer shall be immediately due and payable in full and the Customer shall be obliged to immediately return the products of Staples and/or provide access to such products for Staples to reclaim possession of the products.

9. PRIVACY

9.1 During the use of our Website, or when placing an order and/or the execution of a Contract, Staples may use your personal information. For more information on the use of your personal information please click on the following link Privacy Policy

10. PROMOTIONAL MAILING

10.1 When registering on our Website you can opt-in to receive promotional emails. At a later moment You can opt out of promotional email activity at any time by clicking on the "unsubscribe" link at the bottom of any marketing email or by updating your Mailing Preferences when you log in to your account. It may take up to 7 days for the change to take effect. You will then remain opted out of promotional email activity until you change your Mailing Preference again.

11. WRITTEN COMMUNICATIONS AND NOTICES

11.1 Applicable laws require that some of the information or communications Staples sends to you should be in writing. When using our Website, you accept that communication with Staples will be mainly electronic. Staples will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights. Please note that our Contract and all communications between us will be in English.

11.2 All notices given by you to Staples must be given to Staples UK Limited at Customer Service Department, Staples Online UK, Aqueous 3, Aston Cross Business Village, Rocky Lane, Birmingham B6 5RQ. Staples may give notice to you at either the e-mail or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.

12. FORCE MAJEURE

12.1 If Staples is unable to fulfil any of its obligations caused by an event outside of its reasonable control (hereinafter: "Force Majeure Event"), the performance of the Contract is deemed to be suspended for the period that the Force Majeure Event continues. A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control, either foreseeable or not during the conclusion of the Contract, and includes in particular (without limitation) the following: strikes, lock-outs or other industrial action (at the suppliers of Staples); civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; the acts, decrees, legislation, regulations or restrictions of any government.

12.2 When a Force Majeure Event lasts longer than two (2) months, both parties shall have the right to (partially) dissolve the Contract, without incurring any liability for damages.

13. LAW AND JURISDICTION

13.1 The Contract and these Terms will be governed by English law. The applicability of the 1980 Vienna Convention on Contracts for the Sale of Goods (CISG) is explicitly excluded.

13.2 Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

14. MISCELLANIOUS

14.1 The Customer will be liable for all (extra-) judicial costs that Staples will have to make as a result of the failure of the Customer to fulfil its obligations arising out of the Contract, these Terms, or any other relationship with Staples. The extrajudicial collection costs will be at least 15% of the outstanding amount, notwithstanding the right of Staples to claim the actual costs that exceed this amount.

14.2 If Staples fails, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these Terms, or if Staples fails to exercise any of the rights or remedies to which it is entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by Staples of any default shall not constitute a waiver of any subsequent default. No waiver by Staples of any of these Terms shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.

14.3 The Customer is not entitled to transfer or assign any right or obligation out of the Contract or these Terms to any third party without the prior written agreement of Staples. Staples is entitled to set conditions to its permission.

14.4 If any of these Terms or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

14.5 Staples has the right to revise and amend these Terms from time to time to reflect changes in market conditions affecting its business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities. You will be subject to the policies and Terms in force at the time that you order products from Staples, unless any change to those policies or these Terms is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if Staples notifies you of the change to those policies or these Terms before we send you the Order Confirmation (in which case we have the right to assume that you have accepted the change to the Terms, unless you notify us to the contrary within 14 working days of receipt by you of the products).

General Terms and Conditions for Private Customers

1. APPLICABILITY

1.1 These general terms and conditions, including all other terms and documents referred to in these general terms and conditions (hereinafter: “Terms”) are applicable to all agreements and any other (legal) relationship between Staples and consumers (any natural person who is acting for purposes which are outside his trade, business, craft or profession) residing in the UK (hereinafter; “Customer”, “you”, or “your”) concluded through the website www.staples.co.uk (hereinafter: “Website”). Please read these Terms carefully before ordering any products from our Website and print or save a copy of these Terms for future reference.

1.2 Our Website is only intended for use by people resident in the United Kingdom. Consequently the Terms are applicable to the sale and delivery of products and services (hereinafter together: “Product” or “Products”) within the UK. We do not accept orders from outside of the United Kingdom. By placing an order through our Website, you warrant that: 1) you are legally capable of entering into binding contracts, 2) you are at least 18 years of age; and 3) you are resident in the United Kingdom.

1.3 Some products or services in our Website are offered by third parties, and not Staples. The general terms and conditions of these parties may be applicable to such products or services. Please ensure that you are happy with the terms of that contract and take legal advice if necessary, before ordering.

2. CONTRACTPARTY, CUSTOMER SERVICE

Your contract partner for all agreements that are concluded through the Website is:

Staples UK Limited (hereinafter: “Staples”, “we”, or “us”),
Hampden Court,
Kingsmead Business Park,
Frederick Place,
High Wycombe,
HP11 1JU

Tel.: 0333 300 1334
Fax: 0333 300 0039
E-Mail: customersupport@online.staples.co.uk

Companies House No.: 02535286
VAT No.: 697 870 756

Postal address for correspondence regarding orders:

Customer Services
Staples Online UK
Aqueous 3, Aston Cross Business Village
Rocky Lane
Birmingham
B6 5RQ

You can contact our customer service department for questions, reclamations and complaints from Mon-Fri: 8am to 7pm and on Saturdays from 9am to 2pm (excluding Bank Holidays), on telephone number 0333 300 1334, fax: 0333 300 0039,or email: customersupport@online.staples.co.uk. In case we are not able to respond directly to your question or complaint, you will receive an email within 5 working days in which your question or complaint is replied to.

3. OFFER & AGREEMENT

3.1 All offers and promotions, including the Staples' folders, are without any obligation unless otherwise indicated. Your order constitutes an offer to us to buy a product. All orders are subject to acceptance by Staples and we will confirm such acceptance of the order, to you by sending you an e-mail that acknowledges that the product has been successfully ordered (hereinafter: "Order Acknowledgement"). The contract between us (hereinafter: "Contract") will only be formed when the goods are despatched from the warehouse and we send you the Order Confirmation email, not at point of ‘Order Acknowledgement’,.

If the Products that you have ordered are no longer available, Staples will inform you hereof and reject the order. If possible, we may offer you substituted goods of a similar nature and quality. In this case, we will contact you and ask if you wish to proceed. If you do not want to keep the substituted Products within a reasonable timeframe from delivery you can cancel your order and we will arrange collection of such substituted products from you and reimburse the costs.

3.2 Next to ordering through the Website, your order can be submitted per telephone on 0333 300 1334 (our lines are open Monday to Friday 8am to 7pm and Saturday 9am to 2pm (excluding Bank Holidays). With orders submitted by telephone, you will receive an email with an order acknowledgement detailing the content of the order.

3.3 All statements on the Website regarding amounts, measurements, descriptions and/or other designations are made with care, but only serve to identify the products and are estimations only unless explicitly indicated otherwise. Obvious errors such as pricing-,units of measure - pack quantities - calculation- or writing errors in offers, promotions, folders, brochures, catalogues, order confirmations, invoices and other written statements of Staples are non-binding. Any warranties regarding the quality, durability, function and fitness for a particular purpose are only binding when explicitly indicated by Staples. (e.g. the technical specifications of a product).

4. DELIVERY AND RISK

Next to the costs for the purchase of the ordered Products, delivery costs will be charged. The amount of the delivery costs depends on the amount of your order and the size of the products ordered. As the Products will have to be sent from our distribution centre, there is no possibility to deny delivery or the accompanying costs if you want to purchase a Product from us. The amount of the delivery costs are made clear on the Website and during the payment process and are listed below for your convenience:

Delivery option Timing Price Minimum spend Order cut off
Free delivery
(UK including Isle of Skye)
Next working day Free £36 (Inc VAT)
Below this a charge of £3.48 applies
Order by 7pm for next working day delivery between 8am and 6pm.
Orders placed on a Saturday or Sunday will be delivered the following Tuesday.
Free delivery
(Northern Ireland, UK Offshore Islands and Highlands)
Next working day Free £144 (Inc VAT)
Below this a delivery charge of £12.00 applies
Order by 7pm for next working day delivery between 8am and 6pm.
Orders placed on a Saturday or Sunday will be delivered the following Tuesday.

For further information on carriage costs or delivery timescales, please contact Customer Services on 0333 300 1334.

4.1 We shall endeavour to inform you of estimated delivery dates when you place an order. The estimated delivery timescales for the products shall be indicated on our site. Delivery terms are non-binding and in the unfortunate case the delivery term is exceeded, the Customer shall not be entitled to any reimbursement, damages, or suspension of his contractual obligations.

4.2 The products shall only be delivered after approval of the (contact) details of the Customer. If the details are, for example, not in compliance with article 1.1 of these Terms, then Staples is entitled to cancel the Contract, of which you will be informed per email, fax or letter.

5. PRICES, PAYMENT

5.1 The applicable prices are the product prices displayed on the Website. All prices are Net prices (including VAT) in GBP. There is a button on the website to switch between prices including VAT and prices excluding VAT. Additional costs, such as delivery costs, will be mentioned separately on the Website. Payment is possible by means of credit or debit card.

- Debit cards
We accept various debit cards. Payment will be done through online banking offered by your bank.

- Credit cards
We accept the following credit cards: American Express, Visa, MasterCard. The amount will be transferred from your account the moment Staples accepts your order.

- PayPal
We accept payment via PayPal.

Your order will be processed after receipt of your payment.

5.2 Prices are liable to change at any time, but changes will not affect orders in respect of which Staples has already sent you an order confirmation. Percentage savings flags are indicative of the discount applied, and are not intended as an indication of the actual price to be paid.

5.3 Please note that you must pay for the Products at the time you place your order. If you choose to pay by credit or debit card, Staples has chosen Ingenico to provide PCI compliant secure payment services and the transaction will go through the Ingenico website. Ingenico's details are as follows: "Ingenico" means the company Ogone SAS, a simplified company limited by shares (société par actions simplifié) with capital of €40,000.00 having its registered offices at 75009 Paris, 5 Rue de Rochechouart, France, registered in Paris number 435,236.898. No credit or debit card information is provided to Staples and completion of the transaction will be subject to you agreeing to Ingenico's terms and conditions as a separate contractual relationship is created between you and Ingenico. Please can you ensure that you are happy to agree to Ingenico's terms and conditions before choosing to pay by credit or debit card. If you require the Products to be delivered to an alternate address other than that which your credit or debit card is registered to, we may need to verify your details before we can process your order.

5.4 The Website contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on the Website may be incorrectly priced. Staples will normally verify prices as part of the dispatch procedures so that, where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product. If a product's correct price is higher than the price stated on the Website, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection. We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing or pack size error is obvious and unmistakeable and could have reasonably been recognized by you as a mis-pricing.

6. DELIVERY / COLLECTION

6.1 Products will be delivered (by a carrier) to the address, indicated by the Customer. Delivery times are between 8.00am and 6.00pm and we cannot specify an exact time when we will deliver. Please note that we cannot deliver orders next day if they fall within the postcode areas listed in this link. Or if the goods are ordered after 7pm each evening, or on a weekend or a Bank Holiday.

6.2 The delivery driver needs to obtain a signature for all Products and if you are unavailable to accept delivery, the Products may be left with a neighbour if they are willing to sign for them. Please note that products cannot be left in porches, sheds or other places outside of the home or Staples store. Deliveries are attempted twice and the driver will leave a card stating when delivery will be re-attempted or if the Products have been left with a neighbour, or if the products are available to be collected from your local delivery office or if you call to arrange a different delivery date. Please note we cannot deliver to PO Boxes or BFPO addresses..

6.3 The delivery term shall commence on the day the contract is concluded, as laid down in Article 3.1. If parties have agreed to pre-payment, the delivery term will commence the moment the amount is transferred onto our account.

6.4 We shall endeavour to inform you of estimated delivery dates when you place an order. The products shall only be delivered after approval of the (contact) details of the Customer. If the details are, for example, not in compliance with article 1.1 of these Terms, then Staples is entitled to cancel the contract, of which you will be informed per email or letter.

6.5 If any items are damaged or missing from your order, please contact us within 3 working days of your delivery. Contact us by phone on 0333 300 1334, or email customersupport@online.staples.co.uk. Please call our Customer Services Team on 0333 300 1334 for advice on returning Products.

7. SET OFF

You will only be entitled to set off any claims if your claim is awarded by court or acknowledged in writing by Staples.

8. SUSPENSION

The right to suspend any payment can only be exercised if your (counter) claim results from the same contract.

9. RIGHT OF RETENTION

The Products will remain the property of Staples until full payment of all outstanding amounts has been received.

10. DAMAGES DURING DELIVERY

If the Products are delivered to you with visible (transportation) damage, we kindly ask you to immediately inform the carrier and contact our customer service department (see Article 2 of the Terms) as soon as possible. Failure to do so will not affect your rights (to any warranty claims), but will help us to make a complaint or claim to the carrier or his insurance company.

11. ENTITLEMENTS

Without prejudice to any exceptions or limitations Staples is entitled to by law, you are always entitled to your statutory rights to correct performance of the contract, to rescind the contract and to payment of damages and/or costs. With regard to any claims for payment of damages or costs, Article 13 of these Terms is applicable.

12. WARRANTY/COMPLAINTS

12.1 You are always entitled to your statutory warranty rights that the purchased Product must comply to what was agreed upon between you and Staples. If you purchased Products that were not manufactured by Staples, you may be entitled to (additional) warranty (terms) from the original manufacturer or the supplier of Staples. You can never claim any additional warranty you are entitled to under the statutory or Staples’ warranty, or the warranty of the manufacturer and/or suppliers of the Products.

12.2 In case that you want to make a claim under a warranty provided by Staples, you should inform Staples of the defect as soon as possible after discovery was reasonably possible, failing which you may lose your right to make any claims under the warranty. Complaints concerning perishable products (e.g. food products) should be made within forty eight (48) hours after delivery.

12.3 Under Staples’ warranty on its own brand products, claims can be made for material- or manufacturing defects. A valid claim will result in a free repair or replacement of the Products, such at the discretion of Staples. If repair or replacement is not possible or reasonable given the costs involved, Staples will be entitled as an ultimate remedy to reimburse the costs. With regard to any claims for payment of damages or costs, Article 13 of these Terms is applicable.

12.4 After reporting the defect, you shall enable Staples to investigate the Products. The inspection of the defect Product shall take place at the then current location of the Product, or the facilities of Staples, such at the discretion of Staples. Costs for transportation/returns will be for Staples, unless the warranty claim is denied, then the Customer shall have to pay the transportation costs.

12.5 Any defects to the Products that are a result of normal wear and tear, or any other external cause, such as but not limited to, damage due to transportation by the Customer, incorrect use, or if Customer has made any repairs to the product without the prior written permission of Staples, will not be covered by the warranty, unless such use or repairs are inherently connected to the use of the Products.

13. LIABILITY AND INDEMNIFICATION

13.1 Staples’ liability is limited to the extent permitted by law.

13.2 Notwithstanding the terms of articles 6.1 and 6.2, or anything else in these Terms, nothing in these Terms excludes or limits in any way Staples liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for any matter for which it would be illegal for Staples to exclude, or attempt to exclude, its liability, or under section 2(3) of the Consumer Protection Act 1987.

13.3 If damages occur, the Customer is obliged to limit, as far as reasonably possible, any further or other damages.

14. RIGHT OF CANCELLATION

14.1 The Customer has the right to cancel the contract within 14 days of delivery in accordance with the terms mentioned here below:

Right of cancellation for the purchase and delivery of goods

Right of withdrawal

You have the right to cancel this contract without giving any reason within 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us: Customer Service Department, Staples Online UK, Aqueous 3, Aston Cross Business Village, Rocky Lane, Birmingham B6 5RQ, Tel: 0333 300 1334, Fax: 0333 300 0039 or customersupport@online.staples.co.uk of your decision to cancel this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail), which needs to be sent before the withdrawal period has expired. You may use the attached model cancellation form, but it is not obligatory.

Effects of cancellation

If you cancel this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel this contract. We will carry out such reimbursement using the same means of payment / payment card as you used for the initial transaction, (Refund to the original card used) unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Return of goods

If you choose to exercise your right to cancel, you shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. You will have to bear the direct cost of returning the goods. Only after prior consultation Staples may agree to collect the products (free of charge), for instance for products that cannot be returned by normal post due to their size.

Liability & Warranty

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Please be aware that you enjoy a legal warranty that any Products purchased from us through our site will be of satisfactory quality and reasonably fit for all the purposes for which products of such kind are commonly supplied.

Precedence of Terms

The above mentioned terms with regard to the right of cancellation are only applicable to contracts with consumers (“any natural person who is acting for purposes which are outside his trade, business, craft or profession”) and will prevail over the Terms & Conditions of Sale that are and remain applicable to all other contracts and/or matters not covered by these terms.

Right of cancellation for the purchase and delivery of multiple goods that were delivered separately

Right of withdrawal

You have the right to cancel this contract, in the case multiple goods were ordered and delivered separately, without giving any reason within 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us: Customer Service Department, Staples Online UK, Aqueous 3, Aston Cross Business Village, Rocky Lane, Birmingham B6 5RQ, Tel: 0333 300 1334, Fax: 0333 300 0039 or customersupport@online.staples.co.uk of your decision to cancel this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail), which needs to be sent before the withdrawal period has expired. You may use the attached model cancellation form, but it is not obligatory.

Effects of cancellation

If you cancel this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Return of goods

If you choose to exercise your right to cancel, you shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. You will have to bear the direct cost of returning the goods. Only after prior consultation Staples may agree to collect the products (free of charge), for instance for products that cannot be returned by normal post due to their size.

Liability & Warranty

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Please be aware that you enjoy a legal warranty that any Products purchased from us through our site will be of satisfactory quality and reasonably fit for all the purposes for which products of such kind are commonly supplied.

Precedence of Terms

The above mentioned terms with regard to the right of cancellation are only applicable to contracts with consumers (“any natural person who is acting for purposes which are outside his trade, business, craft or profession”) and will prevail over the Terms & Conditions of Sale that are and remain applicable to all other contracts and/or matters not covered by these terms.

Right of cancellation for the purchase and delivery of services, or digital content which is not supplied on a tangible medium

Right of withdrawal

You have the right to cancel this contract, in case of a service contract or a contract for the supply of digital content which is not supplied on a tangible medium, without giving any reason within 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us: Customer Service Department, Staples Online UK, Aqueous 3, Aston Cross Business Village, Rocky Lane, Birmingham B6 5RQ, Tel: 0333 300 1334, Fax: 0333 300 0039 or customersupport@online.staples.co.uk of your decision to cancel this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail), which needs to be sent before the withdrawal period has expired.You may use the attached model cancellation form, but it is not obligatory.

Effects of cancellation

If you cancel this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Return of goods

If you choose to exercise your right to cancel, you shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. You will have to bear the direct cost of returning the goods. Only after prior consultation Staples may agree to collect the products (free of charge), for instance for products that cannot be returned by normal post due to their size.

Liability & Warranty

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Please be aware that you enjoy a legal warranty that any Products purchased from us through our site will be of satisfactory quality and reasonably fit for all the purposes for which products of such kind are commonly supplied.

Precedence of Terms

The above mentioned terms with regard to the right of cancellation are only applicable to contracts with consumers (“any natural person who is acting for purposes which are outside his trade, business, craft or profession”) and will prevail over the Terms & Conditions of Sale that are and remain applicable to all other contracts and/or matters not covered by these terms.

14.2 To exercise your right of cancellation you can use the model cancellation form that is attached as an Appendix to these Terms for your convenience, or can be found on the Website or on the order/shipment confirmation email, or you can cancel by making an unequivocal statement to Staples stating you wish to cancel the contract.

14.3 Your right of cancellation is not applicable with regard to:

• the supply of goods made to the consumer’s specifications or clearly personalised;

• the supply of goods which are liable to deteriorate or expire rapidly;

• the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;

• the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery;

• the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications;

• the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and his acknowledgment that he thereby loses his right of withdrawal.

• • if the goods become mixed inseparably (according to their nature) with other items after delivery (regulation 28(3)(c), CCRs).

15. ORDERCARE RETURNS POLICY

OrderCare is an optional premium service which operates in addition to your rights in these Terms and which allows you to return unwanted products to us any time within one year of purchase. We will even collect the products free of charge. Just call 0333 300 1334 to arrange your free collection and full refund (excluding original delivery charges, if applicable).

If selected OrderCare is included on your invoice and represents a percentage of the price of the products in your order (excluding delivery costs) (min. charge £0.38, max. £2.96 excl VAT). OrderCare is an optional benefit; if you do not want your order to be covered, simply do not tick the applicable tick box during the ordering process.

If you are returning unwanted products between 3 and 12 months since the date of their delivery, that are not in an 'as new' condition suitable for resale, we reserve the right to charge a minimum restocking fee of £15 (excl VAT) or 20% of the product's selling price.

Please note that made-to-order and personalised items are non-returnable at any time.

16. FILING

The (content of the) contract will not be filed by Staples. After completing your order, there is no possibility to retrieve a copy of the contract through the Website. We encourage you to print or save the contract.

17. LANGUAGE

The applicable language for contracts with Staples under these Terms is the English language.

18. PRIVACY

During the use of our Website, or when placing an order and/or the execution of a contract, Staples may use your personal information. For more information on the use of your personal information please click on the following link Privacy Policy

19. PROMOTIONAL MAILING

When registering on our Website you can opt-in to receive promotional emails. At a later moment You can opt out of promotional email activity at any time by clicking on the "unsubscribe" link at the bottom of any marketing email or by updating your Mailing Preferences when you log in to your account. It may take up to 7 days for the change to take effect. You will then remain opted out of promotional email activity until you change your Mailing Preference again.

20. WRITTEN COMMUNICATIONS AND NOTICES

20.1 Applicable laws require that some of the information or communications Staples sends to you should be in writing. When using our Website, you accept that communication with Staples will be mainly electronic. Staples will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights. Please note that our contract and all communications between us will be in English.

20.2 All notices given by you to Staples must be given to SEC UK Delivery Limited at Customer Service Department, Staples Online UK, Aqueous 3, Aston Cross Business Village, Rocky Lane, Birmingham B6 5RQ. Staples may give notice to you at either the e-mail or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.

21. LAW AND JURISDICTION

21.1 The Contract and these Terms will be governed by English law. The applicability of the 1980 Vienna Convention on Contracts for the Sale of Goods (CISG) is explicitly excluded.

21.2 Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.


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Staples supplies both businesses and consumers. Prices are available both exclusive and inclusive of VAT.