12.7 Where you cancel a Contract in accordance with these Terms, You will receive a full refund of the price you paid for the Products and our standard deliver charge if paid, however, other than where you cancel a Contract in accordance with clause 12.9, you will be responsible for any applicable delivery charges and any other costs that you may incur in returning the Products to us. We will process the refund due to you as soon as possible and, in any case, within 14 calendar days of the day on which you gave us notice of cancellation as described in clause 12.6. If you returned the Products to us because they were faulty or mis-described, please see clause 12.9.

12.8 If the Products were delivered to you:

12.8.1 you must return the Products to us at Alexandra Returns, Unit E Acton Close, Acton Road Industrial Estate, Long Eaton, Nottingham, NG10 1FZ, together with the returns form, sent to you by us with the Products or otherwise available on request by contacting us at 0333 600 1111 or by email to, as soon as reasonably practicable;

12.8.2 unless the Products are faulty or not as described (in this case, see clause 12.9), you will be responsible for the cost of returning the Products to us;

12.8.3 you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.

12.9 Except where clause 5.3 applies, you may return the Products to us, in accordance with clause 5.1 and 5.2 in some circumstance, in the event that the Products are faulty or mis-described. If you have returned the Products to us under this clause 12.9, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the Products to us.

12.10 We refund you on the credit card or debit card used by you to pay.

12.11 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 12 or these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

13 Our right to end the contract 13.1 We may end the contract for a Product at any time by writing to you if:

13.1.1 you do not make any payment when it is due to us and if you still do not make a payment within seven days of us reminding you that payment is due

13.1.2 you do not within a reasonable time of us asking for it provide us with information that is necessary for us to provide the Products

13.1.3 you do not within a reasonable time allow us to deliver the products to you; or 13.1.4 in circumstances set out in clause 4.8.

13.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 13.1 we will refund any money you have paid in advance for Products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

13.3 We may withdraw the Product. We may write to you to let you know that we are going to stop providing the Product. We will let you know at least 30 days in advance of our stopping the supply of the Product and will refund any sums you have paid in advance for Products which will not be provided.

14 Retention of title

This clause 14 only applies if you are a business customer. 14.1

Until title to the Products has passed to you in accordance with clause 11.7 above, you shall:

14.1.1 store the Products separately from all other goods held by you so that they remain readily identifiable as our property;

14.1.2 not remove, deface or obscure any identifying mark or packaging on or relating to the Products;

14.1.3 maintain the Products in satisfactory condition and keep them insured against all risks for their full price from the date of delivery;

14.1.4 notify us immediately if you become or are reasonably likely to become insolvent, enter into bankruptcy, individual voluntary arrangement, liquidation, receivership, administration, or into a corporate voluntary arrangement as defined by the Insolvency Act 1986; and

14.1.5 give us such information relating to the Products as we may require from time to time.

14.2 Subject to clause 14.3, you may resell or use the Products in the ordinary course of your business (but not otherwise) before we receive payment for the Products. However, if you resells the Products before that time:

14.2.1 you do so as principal and not as our agent; and

14.2.2 title to the Products shall pass from us to you immediately before the time at which resale by you to your customer occurs.

14.3 If before title to the Products passes to you, you become subject to any of the events listed in clause

14.1.4, or fail to pay any sums due to us by their due date for payment then, without limiting any of our other rights or remedies:

14.3.1 your right to resell the Products or use them in the ordinary course of its business ceases immediately; and

14.3.2 we may at any time: (a) (b)

15 require you to deliver up all Products in your possession which have not been resold; and

if you fail to do so promptly, enter your premises or those of any third party where the Products are stored in order to recover them.

International delivery

15.1 Please note that we do not currently offer a delivery services outside of the UK from our website. If you would like to place an order for delivery outside of the UK, please contact us on customercare@ or using the contact details available on the Contact Us page on our website at www.

16 Price of products and delivery charges

16.1 The prices of the Products will be as quoted on our website, in our catalogue, or in any other sales literature which we may provide to you from time to time. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was provided to you. However if we discover an error in the price of Product(s) you ordered, please see clause 16.5 for what happens in this event.

16.2 Prices for our Products may change from time to time, but changes will not affect any order which we have confirmed with an Order Confirmation.

16.3 In our catalogue, unless otherwise specified our prices are exclusive of VAT. On our website we generally specify both VAT exclusive and VAT inclusive amounts. Where any of our prices are communicated without specifying whether the price is inclusive or exclusive of VAT, the price excludes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

16.4 The price of a Product does not include delivery charges. Our delivery charges will be as quoted on our website, in our catalogue, or in any other sales literature which we may provide to you from time to time. The delivery options which are currently available to you in respect of orders placed on our website are set out on our website at

16.5 We stock a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our website may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

17 How to pay

17.1 Unless we otherwise agree in writing, you can only pay for Products using a debit card or credit card or by cheque (if placing an order by post). We accept the following cards: Visa, Maestro, Connect, MasterCard and Delta.

17.2 Unless we agree a credit facility with you, payment for the Products, and all applicable delivery charges, is required in advance.

17.3 Please contact us using the contact details available on the Contact Us page on our website at www. if you would like to discuss the possibility of arranging a credit facility.


If you are a business customer and have not made any payment due to us under the Contract by the due date for payment:

17.4.1 We may suspend or cancel future deliveries of Products; 17.4.2 We may cancel any discount offered to you;

17.4.3 You shall pay interest on the overdue amount at the rate of 8% per annum above the Bank Rate of the Bank of England from time to time. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay us interest together with the overdue amount; and

17.4.4 We may charge you a reasonable administration fee in respect of any costs incurred by us in relation to the collection of any payment which is due to us and which you have not paid within 45 days of the due date for payment.


Our liability if you are a business This clause 18 only applies if you are a business customer.

18.1 We only supply the Products for internal use by your business, and you agree not to use the Product for any re-sale purposes.

18.2 Nothing in these Terms limit or exclude our liability for: 18.2.1 death or personal injury caused by our negligence; 18.2.2 fraud or fraudulent misrepresentation;

18.2.3 breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or

18.2.4 defective products under the Consumer Protection Act 1987.

18.3 Subject to clause 18.2, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise howsoever arising for:

18.3.1 any loss of profits, sales, business, or revenue; 18.3.2 loss or corruption of data, information or software; 18.3.3 loss of business opportunity; 18.3.4 loss of anticipated savings; 18.3.5 loss of goodwill; or 18.3.6 any indirect or consequential loss. 18.4

Subject to clause 18.2 and clause 18.3 , our total liability to you in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise howsoever arising, shall in no circumstances exceed 120% of the price paid by you for the Products.

18.5 Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes. SUBJECT TO CLAUSE 12.2 ABOVE, AND FOR THE AVOIDANCE OF DOUBT, WE SHALL NOT BE RESPONSIBLE FOR ENSURING THAT ANY OF OUR PRODUCTS (AND IN PARTICULAR THOSE WHICH ARE DESCRIBED AS PROTECTIVE EQUIPMENT, BODY ARMOUR, OR SECURITY PRODUCTS) WILL PREVENT, OR REDUCE THE SEVERITY OF, PERSONAL INJURY FOR THE USER.


Our liability if you are a consumer This clause 19 only applies if you are a consumer.

19.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

19.2 We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity. If you use any Products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause 18

19.3 We do not in any way exclude or limit our liability where it would be unlawful to do so. This includes for:

19.3.1 death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;

19.3.2 fraud or fraudulent misrepresentation;

19.3.3 breach of your legal rights in relation to the products including any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession) or any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and defective products under the Consumer Protection Act 1987.

20. Alexandra Privacy Notice. Our full Privacy notice is available at

MWUK Ltd t/a Alexandra (we, our, us) are committed to protecting and respecting your privacy. We treat all of your personal information as confidential and will never disclose your details to another company for their mailing or marketing purposes. We use your information for the following purposes only:

To provide goods and services to you or your organization. To administer your account and our website. To inform you about changes and improvements to our products and services and to provide you with relevant product information.

Our full privacy notice available at sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us, uses made of that information and to whom we might disclose your personal information. Please read this notice carefully to understand our views and practices regarding your personal data and how we will treat it.

If you have any queries, complaints or requests regarding our Data protection or this notice please contact our Compliance and Data Privacy Manager at or Tel. 01332 697227

21 Notices 21.1 Telephone call recording policy

MWUK Limited, trading as Alexandra, has a telephone system that is capable of recording conversations. This is a standard industry practice that allows the recording of telephone calls for the fulfilment of our contractual obligations, for quality monitoring, training, compliance and security purposes.

In-bound and Outbound calls received into Customer Services, Sales and Credit Control may be recorded and retained in accordance with defined retention periods. These recordings will only be used for the purposes specified in our Telephone call recording policy which is available at our web site or on request from If calls are transferred from Sales, Customer Services or Credit Control to a member of staff outside of these departments, the call recording will cease once the call is successfully transferred.

21.2 Credit references

In order to process your application we will supply your personal information to credit reference agencies (CRAs) and they will give us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity. We will also continue to exchange information about you with CRAs on an ongoing basis, including about your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail at’

CRAIN (Credit Reference Agency Information Notice) is a document produced by the three Credit Reference Agencies- Experian, Equifax and TransUnion (formerly Callcredit) - that explains the use of personal data they receive from third parties about individuals and/or their businesses in relation to credit activity. CRAIN has been produced in conjunction with the Information Commissioner’s Office (ICO).

21.3 Data protection

From the 25/05/2019 GDPR will alter the legal obligations relating to personal data. Full details relating to the revised legal obligations are detailed at or by emailing our Compliance and Data Privacy Manager at or Tel. 01332 697227

Please note our full Privacy Notice and more detail concerning our Warranty, Communications, Other important items, Events outside our control and International delivery are given in our full terms and Conditions at

December 2018

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