Peters T&Cs | Book Packs & Library Design Service - Peters
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Terms and conditions

1. These terms and conditions

This document (and any documents linked herein) sets out the basis upon which Peters provides all products and services to its customers. Dependent on your ordering method additional terms and conditions may also apply. Where Peters has a separate contract with a customer (eg. via a local government tender) the terms and conditions below will be held to apply unless alternative arrangements have been specifically stipulated, in which case the local agreement will apply.

2. Your personal information

For full details of our privacy policy please see

All reasonable care is taken by us to ensure all information provided by you in connection with an order is secure. In the event that you may suffer loss through a third parties unauthorised access to any data provided, we cannot be held liable for that loss unless this is solely due to our negligence.

3. Your status

By ordering from Peters you warrant that: you are at least 18 years old; you are legally capable of entering into binding contracts; that you have the authority to bind any company, organisation or other entity on whose behalf you are ordering into a legally binding contract.

4. Placing an order with us

All ordering channels provide an opportunity for you to review and amend an order before submitting it to Peters. Where Peters compile and/or commit orders at your behest and on your behalf you will have an opportunity to review and amend those orders and/or to provide ongoing authorisation for Peters to proceed within an agreed framework.

Your order constitutes an offer to us to buy a product or service. All orders are subject to acceptance by us.

5. Your right to cancel

You may cancel an order or any part of an order before it is supplied via the website used to place your order (where this functionality exists) or upon request to or

If you are contracting as a consumer you have a legal right to cancel a contract under the Customer Contracts Regulations (2013). You may cancel a contract at any time within 14 working days, beginning on the day after you receive products. In this case you will receive a full refund of the price paid for the products and basic delivery charges in accordance with our refund policy (for which see below).

If you request that any goods are labelled by Peters to your specification (eg. labelling books with a barcode, dewey label etc) then the Customer Contracts Regulations (2013) will be held not to apply – as the goods will have been personalised for yourself. In this case you will have no right to cancel your order once the personalisation/labelling has begun. If you order any made to measure or customer made products (this includes all wooden furniture) then the right to cancel will also be held not to apply.

If you are contracting as a business then the Customer Contracts Regulations (2013) do not apply. You have the right to cancel your contract only before an invoice has been raised or, if you have requested that Peters label goods to your specification, only before that labelling has begun. Please see below for specific terms of our returns and refund policy.

6. Price and payment

If ordering from the price of any products will be as shown at the time of ordering, except in cases of obvious error.

Orders from all other channels will be priced as per the manufacturers recommended retail price at the time of invoicing, less any agreed discounts, plus any agreed additional charges. Additional charges may be levied at a pre agreed rate for the labelling and jacketing of books, other personalisation of products, delivery etc. Surcharges may be levied at a pre agreed rate for the handling of low value orders, low margin products or additional services.

All additional taxes (eg. value added tax) and charges raised by third parties (eg.  import duties, delivery or insurance costs)  shall be paid by the customer.

A paper invoice setting out the price payable for goods will accompany all deliveries – unless both parties have previously agreed to that invoice being sent via EDI or email.

Individual consumers and non-UK domiciled businesses and organisations are required to pay in full for all goods and services before supply. Payment can be made by cheque, BACS, credit or debit card. Our bank details are: Lloyds TSB Bank PLC, 125 Colmore Row, Birmingham B3 3SF, Sort Code: 30-00-06 Account No: 00007486.

UK domiciled businesses and organisations, where a credit agreement has been agreed, are required to pay for all goods within 30 days of invoice date. Thereafter (without prejudice to any remedies available to Peters) interest on payments due will accrue, at the rate of 4% per annum over the Bank of England base rate, until payment is made in full.

7. Supply policy

Orders for books will be supplied from items held in stock by Peters and also from publisher reserves. Orders can be placed for books that have not yet been published and books that are temporarily unavailable (eg. reprinting).

Orders may therefore be supplied in multiple staged deliveries. If a single delivery is required the customer must inform Peters when placing the order.

Orders for not yet published titles will remain live until the title is published or publication abandoned. Orders for other reported titles will automatically expire after 56 days (or pre-agreed expiry time).

Multiple orders from the same customer may be consolidated and supplied in combined invoices and deliveries. Where a customer requires that a single order be supplied separately from other orders they should contact Peters before finalising their order.

Where a customer requires that an order be supplied against a purchase order it is the sole responsibility of the person placing the order to ensure that the purchase order number has been so applied.

8. Delivery policy

Delivery is free to the UK mainland on orders of £75 and above. Orders with a net value of under £75 will incur a £7.50 charge for postage (this includes orders where a voucher code has been applied to bring the order under £75). Contact our customer services team on 0121 666 6646 for pricing for non-mainland addresses. 

Please note that delivery to the following postcode areas will incur a charge: HS, IV41-56, KA27-28, KW15-17, PA20, PA41-49, PA60-75, PA76-78, PH42-44, ZE1-3. 

Delivery may be made by pallet or post where appropriate. It is the customer’s responsibility to inform Peters Ltd of any restrictions to how or when a delivery may be made.

Delivery will ordinarily be made by courier within ordinary business hours – Monday to Friday 9am to 5.30pm. A signature from the recipient will ordinarily be required to provide proof of delivery.

Delivery outside the UK mainland will ordinarily be charged to the customer at cost. Please contact Peters for full details in each case. Deliveries outside the UK may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. The customer will be responsible for payment of any such import duties and taxes. Peters have no control over these charges and cannot predict their amount. Please contact your local customs officer for further information before placing an order. The customer must ensure that they comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

9. Furniture orders

Furniture prices shown are exclusive of VAT which will be added at the rate of ruling on the date your order is dispatched. Prices are correct at the time of order; however they may be subject to change due to circumstances beyond our control e.g. import duties. 

There is an 8 week lead time for wooden furniture items and 2–4 week lead time for rugs and soft furnishings. All wooden furniture has a 1 year warranty. Our soft furnishings comply to UK Fire Safety BS5852 and we’re happy to guarantee the fabric and manufacture of all products against reasonable wear and tear for a period of one year from the date of purchase. Polystyrene beans will flatten over time through prolonged usage and topping up your bean bag may be necessary.

Private individuals may purchase furniture items from us, but please note that these purchases must be made via credit or debit card, and that VAT will be added to the prices stated. 

10. Furniture delivery

Furniture deliveries are free of charge to customers in mainland England and Wales. There may be a delivery charge on orders outside of these areas and details of any charges will be provided when you place your order. 

Due to various restrictions our carriers can only deliver to a ground floor location. Your furniture may be delivered on pallets to ensure that it arrives safely. However, if we are installing the furniture in your library then our fitters will do the heavy lifting for you. 

11. Furniture returns

Most of our furniture products such as wooden items and seating, are specially manufactured for you when we receive your order, and therefore are non-refundable. If you have a query about returning an item, please get in touch. If you receive a damaged item, please let us know within 48 hours of receipt. Attaching photos of the packaging and damaged items will help us resolve this for you as quickly as possible. Please email details and photographs to

12. Risk and title

Products will be at your risk from the time of delivery.

Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products, including delivery charges.

If a Receiver or Administrator or Trustee in Bankruptcy is appointed over your assets, or if for any reason payment of the total price of the goods is not made on the due date, Peters shall have the right, with or without notice, at any time thereafter, to retake possession of all or part of its goods and to inspect and take copies of your records in so far as they relate to Peters goods and for such purpose authorised representatives of Peters Limited shall be entitled to enter upon any premises occupied or used by you.

13. Returns, replacements and refunds

1.1. Imperfect goods

Any products that are supplied in an imperfect state (eg. manufactured incorrectly) will be refunded or replaced, at your option, provided that you contact us with within 14 days of delivery to notify us of the problem. We will not accept liability for imperfect goods for any claims made after this period. 

1.2. Damaged goods

All products that are supplied damaged will be refunded or replaced, at your option, provided that you contact us within 2 working days of delivery to notify us of the problem. This is so that we can make a claim against our courier. We will not accept liability for damages for any claims made after this period. We may request photographs of any damages (especially for furniture items) prior to agreeing a refund or return.

1.3 Missing or incorrect goods

Please notify us within 2 working days of delivery of a problem. We will arrange for a refund or replacement goods to be sent, at your option. We will not accept liability for missing or incorrect goods for claims made after this period.

1.4 Unwanted goods

Unwanted goods may be returned and refunded provided that you contact us within 14 days of delivery. We will not accept returns for unwanted goods after this period.

Unwanted goods that have been permanently personalised – eg. by labelling them to your requirements may not be returned.  

Unwanted goods that have been manufactured specifically for your order, including all wooden furniture items may not be returned. 

In order to refund or replace any product, the original product must be first returned to Peters. All goods must be returned unused and in their original packaging where appropriate. If any items are not returned in a fully resalable condition we reserve the right to refuse a refund or replacement.

Please contact our customer services team via telephone (0121 666 6646) or email ( in order to request a refund or return. Our team will provide instructions on how to return the item.  Do not return items without first obtaining approval from our customer services team – credits and replacements will not be issued without prior approval.

Our customer services team will arrange for a courier collection or provide a freepost address for you to returns goods that are imperfect, damaged or otherwise incorrect. Peters will bear all delivery costs. For unwanted goods the customer shall bear all costs of return.

14. Liability

Peters will not be liable for any indirect or consequential or loss of profit in respect of any order. Its liability shall be limited to the amount of the relevant order at net invoice value.

Peters will endeavour to fulfil all orders within good time and to any agreed service level agreement. However it accepts no liability for any delays in supply.

Peters product data – specifically our enriched bibliographic data – is presented in good faith, and is as accurate and reliable as reasonable endeavour can make it. However no liability will be accepted for any incorrect or misleading data, or any indirect or consequential loss. Some material may be out of date and no commitment is made to update such material.

Nothing in our terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of the terms implied by section 12 of the Sale of Goods Act (1979); or defective products under the Consumer Protection Act 1987. Subject to this we will under no circumstances whatsoever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the contract for: any loss of profits, sales, business or revenue; loss or corruption of data, information or software; loss of business opportunity; loss of anticipated savings; loss of goodwill; or any indirect or consequential loss; waste of management time or otherwise.

15. Intellectual property

All data presented on our websites – specifically our enriched bibliographic data – remains the sole property of Peters. It is provided in order to facilitate customer ordering only. The data may not be copied, resold or reused for any purpose without explicit written permission.

Access to parts of our websites – specifically those presenting our enriched bibliographic data – is restricted to customers contracting with Peters. Under no circumstances should your access rights be shared with any third parties.

16. Variations to terms and conditions

Peters retains the right to make changes to these terms and conditions from time to time. The most current version will be made available at

While Peters accept responsibility for statements and representations made by duly authorised agents, please ensure you ask for any variations from these terms and conditions to be confirmed in writing.

17. Governing law

These terms and conditions of business shall be governed by English Law. Any disputes or claims arising out of or in connection with them shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Severability

If any of these terms and conditions 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.

19. Written communications

Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We 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.

20. Notices

All notices given by you to us must be given to Peters Ltd, 120, Bromsgrove Street, Birmingham, B5 6RJ or by email to or

We 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 email, that such e-mail was sent to the specified e-mail address of the addressee.



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