Domestic Terms & Conditions

The following terms and conditions apply to CNM consumers only and different terms and conditions apply to business/ trade users.

About Prestige Radiators Limited

This website is owned and operated by Prestige Radiators Ltd, CNM Online is a trading name of Prestige Radiators Ltd, Unit 2, North Point Business Park, Eggborough, Goole, Whitley Bridge, North Yorkshire, DN14 0JT, United Kingdom
If you need to contact us, please use our contact form or call customer services on: 01977 663 331
VAT Registration no: 183 4943 80
Company Registration no: 6659652

Shopping on CNM Online

You can order items displayed on this website by telephoning us via the number listed on the site or by using the on-line shopping facility.
Once an order is placed using the on-line shopping facility, you will receive an automated e-mail acknowledgement (please do not respond to this unless any of the details are incorrect). The fact that you have received an e-mail acknowledgement does not mean that we will be able to fulfil your order or any contract has been made.

If for any reason we are unable to fulfil your order, we will contact you at the earliest possible opportunity to advise you of your options. At this point you have the right to change or cancel your order, any payments made or due will be refunded as circumstances dictate. 

Once we have checked the price/availability and shipping cost of the goods, we will email you again to confirm that we have completed your order. Once the goods have been dispatched, we have accepted your order and a contract has been made between us. Should there be any discrepancies, a member of staff will contact you via email or telephone.

 

Ordering by telephone

When calling CNM Online to place an order, it is assumed you have read the terms and conditions before making the call. All orders placed by telephone will adhere to these terms and conditions and It is your responsibility to check the acknowledgement email for any errors or omissions. If any are found, please contact CNM before the item(s) have been dispatched to rectify these errors.
Advice is given to the best of our ability, we are not plumbers/electricians or builders and can only offer some guidance. It is your responsibility to seek professional advice for your requirements should the item you have ordered be unsuitable. It will be your responsibility to return these goods as per our returns policy.

 

Prices on CNM Online

Current prices are as displayed on our website.
We will endeavour to ensure that prices shown on this website are correct. If for any reason the price(s) of any item(s) are incorrect at the time of when the order was placed, we will inform you at the earliest possible opportunity. At this point you have the right to change or cancel your order and any payments made or due will be adjusted or refunded as the circumstances dictate.
All delivery charges are included in the total amount payable, you will have the opportunity to check before confirming your order. Please note we may require additional payment for shipping items ordered in quantities of more than 1, a member of staff will contact you should this be the case.
Please note deliveries for large heavy items, i.e. Storage heaters, these are not door to door and dependent on the driver, may be left with you at the curb side.
All prices are inclusive of VAT charged at the current rate.

Products which are made to order & are denoted by a 3-to-6-week lead time and are exempt from cancellation once the manufacture of the item has begun (products will specify in an items description the lead time or you will be notified in writing within 14 days of order acceptance)

 

Payments to Prestige Radiators Limited 

All payments made to CNM Online will be processed by Prestige Radiators Ltd, CNM Online is a trading name of Prestige Radiators Ltd.  You can pay for your goods by the following methods:

Visa, MasterCard, Credit Cards, Switch, Solo, AMEX or Delta Debit cards. You can also pay for your goods by Cheque or Postal Order, BACS, and CHAPS.
All Credit/Debit card transactions conducted over the Internet are encrypted to eliminate the risk of third-party attack and misuse of the details therein.
Please note CNM do not store any card details. For example, if our customers use their card details to purchase goods online or use them for goods over the telephone, your card details are safe and are not stored. Hence, they cannot be used by anyone else, CNM has a secure online payment gateway.

 

Delivery of Goods 

All deliveries have a standard charge of £7.99 ex vat across the board. Where stated, certain products are delivered FREE of charge (Mainland UK Only). Check the description of the desired product and if it says free delivery, then you will not be charged for delivery unless you live in one of these locations.
Scottish Offshore £21.28, plus fuel charge, delivery within 5 working days:

HS1-9, IV41-56, KA27-28, KW15-17, PA20, PA41-49, PA62-76, PH42-44, ZE1-3

Scottish Mainland £6.51, up to 15kg, plus fuel charge, delivery within 5 working days:

AB30-32, AB37-38, AB41-56, IV1-20, IV25, IV30-37, IV63, KW6-14, PH15-26, PA21 -35, PA37-39, PH33, PH49, PH50, FK19.

Scottish Mainland £6.51, up to 15kg, plus fuel charge, delivery within 3-5 working days:

AB33-36, AB37-38, AB41 – 56, IV1-20, IV25, IV30-37, IV63, KW6-14, PH15-26, PA21-35, PA37-39, PH33, PH49, PH50, KW1-5.

Rest of Scotland £7.99, delivery within 48 hours (usually next day): plus fuel charge.

AB10-15, AB21-25, AB39, KA, MLEH, G, KY, DD, FK1-18, PA1-19

Scottish Borders £16.55, up to 10kg, delivery within 48 hours (usually next day):

TD, GG, plus fuel charge.

Rest of Scotland: £7.99 Delivery within 48 hours (usually next day):
AB10-15, AB21-25, AB39, KA, MLEH, G, KY, DD, FK1-18, PA1-19
Shetlands: Up to 10kg, Within 5 Working Days at £21.28, plus fuel charge.

Jersey, Guernsey & Isle of Man: we offer the following delivery service: Within 5 Working Days up to 10kg at £22.98, plus fuel charge.
Isle of Wight: up to 10kg £18.91 Next Day Service, plus fuel charge.
Northern Ireland: £24.36, up to 10kg Next Day service, plus fuel charge.
Southern Ireland: £16.55 Road service 3-5 days delivery, plus fuel charge.

 

to advise you of the total cost of delivery.
Where applicable, all of these prices are plus vat.
If your postcode is near one of these areas and is not listed above, you should be charged the regular £7.99 ex vat price (subject to quantity/weight).However we reserve the right to confirm with our couriers and notify you of any additional charges.
We realise this may seem expensive, but unfortunately this is what we are charged by the couriers. CNM do not profit on delivery charges. Certain products such as radiators, storage heaters, and other heavy items - because of excessive weight, may incur additional costs. We will inform you prior to dispatch if there are any additional charges to pay.
Although you may enter a delivery address that differs from the cardholder address, for anti-fraud reasons we reserve the right to delivery to the cardholder address on your first order.
We will endeavour to deliver the goods as soon as possible and will try to meet your delivery instructions.
We will make every effort to deliver your goods within the time stated on our website but we will not be liable for any loss caused because of late delivery.
If you do not receive your goods within the stated delivery period, please contact us by telephone 01977 663 331 or e-mail cnmservice@cnmonline.co.uk and we will get in-touch with the courier on your behalf.
Please be aware that for repeated delivery attempts organised by yourself with the courier outside of the “normal” delivery schedule, you may be charged an additional fee to cover the re-delivery costs that maybe incurred.
We would ask that you check over the product/s on delivery and if damaged, please make the courier aware by writing on docket / hand held computer.

Please note: The couriers are obliged to wait while you inspect the goods. If the courier will not wait, please accept and sign as "DAMAGED". If the packaging appears damaged, please state this on the delivery documentation, this will help us to make claims on your behalf from the couriers should the item prove to be beyond repair. If you sign for a 'Clean Bill of Delivery' any insurance claims against the courier for damage in transit will be void.
In the event that the goods arrive damaged, you must notify CNM Online as soon as possible to avoid additional charges.
You shall then give CNM Online an opportunity to inspect the goods within a reasonable time following the delivery and before any use is made of any items. If you should fail to comply with these provisions, the goods shall be conclusively presumed to be free from defect or damage and you shall be deemed to have accepted the goods.
Items ordered from CNM Online may on occasion be sent in more than one delivery - even if you've requested that you receive them all together. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately.
Regardless of the number of deliveries you receive, you will only be charged the amount that was originally quoted at the time you placed the order.

 

Extra Items Delivered

 

If in error we supply you with extra items you have not ordered or paid for, you must notify us immediately. We may ask for you to return the goods back to CNM Online, if we do we will nominate a courier or service to use and refund postage costs for the nominated service only. 

If you are unable to return the goods by our nominated service we may be required to collect the goods from you, we will notify you of a date when these items will be collected and will assume -unless told otherwise that the collection address will be the original delivery address. Should the collection fail due to you not being available you may be liable for the costs involved for the failed collection and subsequent collection attempts.

 

Clearance Stock

Wherever possible, previously used goods/clearance will be highlighted on the website at the time you place your order and also at a reduced cost.
Warranties for clearance products will be 30 days - unless otherwise stated. Should you have a faulty clearance item, please contact CNM within the 30 days after receipt of the goods.
In the unlikely event a clearance item develops a fault, CNM Online will:
Replace those clearance good(s), if we have available the same clearance goods(s) at the same price or repair the clearance Good(s)
We may also refund or re-credit the sum you have paid for the relevant clearance good(s) within 30 days of purchase, provided they are  returned in accordance with our return procedure.
This does not affect your statutory rights.

 

Images

Product images are for illustrative purposes only and may differ from the actual product. All CNM images are not intended to form part of any contract or warranty with our customers. Certain images and Videos on the website are owned by CNM and are classed as intellectual property. The user is not permitted to use any of the CNM website images for business use, they are solely for illustrative purposes.

 

30 day returns policy

CNM Online offer one of the best returns policies in the business.
To qualify for CNM’s 30-day return policy (this does not affect your 7-day DSR returns policy) the item/s must not have been used, must be in the original box and in a resalable condition. The customer will be liable for the return costs to CNM, the item must arrive back with CNM in perfect condition. We reserve the right to refuse items not up to resalable standard.
Before sending an item back, please follow the online returns policy by clicking here. If you are eligible to return your item you will be emailed the instructions and your returns number.
CNM will not accept any item sent without first complying with these terms.

We would advise all customers to use a delivery service that covers the value of the goods being returned, as we will not be able to offer gift certificates or replacements for returned items that are lost or damaged in transit.

Once your item has been accepted - under our 30 day returns policy, you will be issued a gift certificate for the items value, only to be used against any product CNM have available. No monetary refunds will be issued, this does not affect your statutory rights.
Once your item has been returned, please allow 30 days for the gift certificate to be emailed to you.
Faulty items do not fall under the 30 day returns policy any faulty items will be dealt with on an individual basis, see “faulty items”. If your item is faulty, you will still need to complete the return item form.
Please note: All Radiators are excluded from our 30-day return policy.

 

Cancellation and Return of Goods

We believe that you will be delighted with your goods, however if it necessary to return the goods, we will keep the process as simple and professional as possible.
If you wish to cancel your order, you must notify CNM Online within 7 days of receipt of goods. 

To do this, please e-mail us at cnmservice@cnmonline.co.uk or write to us at Prestige Radiators Ltd, CNM Online, Unit 2, North Point Business Park, Eggborough, Goole, North Yorkshire, DN14 0JT, United Kingdom.

You will be responsible for the goods until they reach CNM and the cost of returning the item/s, so it is our recommendation that you use a secure delivery method, which requires a signature on delivery. Please Note that if you fail to take reasonable care of the goods, CNM Online reserves the right to seek compensation.
Certain products are made to order, and the cancellation of these products may result in a 60% administrative fee.
You do not have to give any reason for cancellation. However a brief explanation will help us to improve the service we offer to customers in the future.
We do not charge an administrative fee’s during the 7 working day cancellation period for stock items, if you would like to return an item after this cooling off period we may charge administrative fees.
If you fail to return the cancelled goods within 30 days, we may collect the items. You must make the item available for us to collect, and we may seek damages for the cost of collection.
If you fail to take reasonable care of the goods before they are returned to CNM and this result in damage or deterioration, we may seek damages from you for the reduction in value.
This cancellation policy does not affect your legal rights, for example if goods are faulty or miss-described.

 

Refunds

 

Please note: Any refunds that are due to our customers will be paid back to the card or by cheque within 30 days of the refund notification. We will endeavour to refund all monies owed to our customers as soon as possible and in strict rotation.

 

Damaged Goods

If you take delivery of a CNM Online package and the contents have been damaged in transit, please notify by email: cnmservice@cnmonline.co.uk or contact customer services on: 01977663331 where a member of our team will assist you with the return of these goods.
Please Note: For safety reasons we advise all our customers that Instant Water Heaters and some electrical appliances purchased from CNM Online must be installed by a qualified electrician. The electrician must be NICEIC registered and PARTP registered. If the installer is not registered then the warranty of the product will be void.

Defective Items

 

You have the right to return a faulty item within a reasonable period of time - as per the sales of goods act. Please note: We will when possible repair the product, if this is not we will then offer a replacement or refund - should no replacement or alternative be available. In the event no replacement is available, the total refund will be divided by the warranty period and of the item minus the period of use. For example, If the product has a 1-year warranty and has been used for six months before any defect then the total refund will be 50% of the total price paid for the goods less any delivery costs incurred by CNM.

Please keep all the warranty information that accompanies your item, as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you.
We may ask you for digital images or that you return the item to us to verify that the fault exists. Should we find no fault with a returned item, you will be liable for the return cost of the product.
Please note: It may be quicker to speak directly with the manufacturer of the product regarding the fault.
Note: In the event of CNM Online sending you a replacement for a damaged or defective item, you must return the original item to CNM Online within 14 days.

 

Electrical appliances

 

Please Note: For safety reasons we advise all our customers that Instant Water Heaters and some electrical appliances purchased from CNM Online Limited must be installed by a qualified electrician. The electrician must be NICEIC registered and PARTP registered. If the installer is not registered then the warranty of the product will be void.

Free Gifts

 

At certain times throughout the year, CNM Online may offer a free gift. Any free gift will have certain conditions, i.e. Spend £X amount, or purchase a certain product.
Free gifts are not automatically sent unless you have added the product to the basket. When you confirm you would like the free gift, the item is added and all criteria is met, the product will be zero cost at the checkout. If not, please call our customer services team on 01977 663 331 for advice.

Should the free gift be a gift certificate, this is usually emailed to the email address on your account within 48 hours.
Any free gift given is done so on the understanding you will keep the order as placed, should you wish to return or cancel any part of your order the free gift may need to be returned. The gift and any product being returned must arrive back in the same condition it was received. Should the gift not be returned a charge will be made for the item from any refunds/credits, this includes gift certificates.

The gift is given with no warranty, your statutory rights are not affected.
No monetary alternative is available should the free gift not be required or wanted.
If you receive the gift and do not want it for any reason, you can return the item at your cost, please fill in the return item link on the bottom of any page on our website.
Please note: Free gifts may take up to 30 days for delivery

 

Overseas Orders and Warranties

Electrical items can be shipped overseas, this will however invalidate the manufacturer's warranty.
It is the customer's responsibility to ship faulty products back to CNM Online and cover delivery costs, insurance and also the cost of shipping the product back to an address outside of the UK.
All permanent electrical appliances must be installed by a fully qualified electrician. Any attempt to install an appliance by anyone other than a fully qualified electrician will immediately invalidate any manufacturer’s warranty.

 

Customer Services

 

In the first instance please contact CNM Online using the Customer Service Form, stating clearly the nature of your query.
Your query will be dealt with within 24 hours by one of the Customer Services Team.

If for any reason a decision cannot be made within 24 hours, we will investigate your query thoroughly and keep you updated as to its progress.
If we find that your query is not valid, you will be contacted stating the reasons for our findings.
If you are still unhappy with the outcome at that stage, you have the right to take your case to a suitable arbitration service.

By law, you have the right to withdraw from your purchase of an item within seven working days after the date of delivery. This applies to all of our products except items that are subject to manufacture, i.e. radiators or made to order products that are designed to your specification.
Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item in error. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with CNM for additional services carried out.
Once we have received notice of cancellation of the order, we will refund the cost of the item -excluding delivery charges. For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Department of Trade and Industry's website at: https://www.dti.gov.uk/ 

 

Other Statutory Rights

For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website at: https://www.consumerdirect.gov.uk/

 

Our responsibility to you 

We will not be responsible for any losses resulting from an inability to use our website or resulting from unauthorised access to or alteration of your transmissions or data in circumstances which are beyond our control.
We will not be responsible for your loss of profits, wasted expenditure, corruption, destruction of data or any other loss which does not directly result from something we have done wrong.
You will be responsible if you use this website within breach of these terms of use and you will be obliged to reimburse us for any loss that you cause as a result of misuse.
We make no promise that our website will be uninterrupted or entirely error free, because of the nature of the Internet. The shopping online service is provided on an "as is" and "as available" basis. We are not responsible to you if we are unable to provide our Internet services for any reason beyond our control.

 

Price Match Promise

Although our main aim at CNM Online is to provide you with quality goods and services, we are also very confident of bringing these products to you at the best prices on the internet. It is for that reason we are able to offer you a Price Match Guarantee.
If you find this product cheaper anywhere else on the internet within 7 days of purchase - excluding promotions, sales, offline shops and auction sites, we will refund you the price difference. (This does not include all products on our website, please call for more details on: 01977 663 331
Copyright /Trademarks/Data Protection

 

All rights in the designs and information on our website are owned by us. They are protected by copyright, trademarks and other intellectual property rights.
You may view, copy and print portions of our website for the sole purpose of placing an order with us. The materials on our website may not be used for any other purpose.
We will use the information which you provide and the records of items you buy to constantly monitor and improve our service for marketing purposes in accordance with our Privacy Policy.
We may make a search with a credit reference agency, which will keep a record of that search and will share the information with other businesses. We may also make enquiries about the principal directors with a credit reference agency.

 

Law and Jurisdiction

Unless otherwise specified, the products and services described on this website are available only to UK residents (excluding the Channel Islands and Isle of Man). The information is not directed at anyone other than UK residents and applications from others will - unless otherwise stated, not be accepted. CNM makes no representation that any product or service referred to on the website is appropriate for use or available in other locations. The UN convention on the international Sale of Goods shall not apply to any contract to which these conditions relate. The information and other materials contained in this website may not satisfy the laws of any other country. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable. The phone numbers provided only apply to phone calls made from within the UK.
These Terms and Conditions and any terms and conditions relating to products or services described in this website shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising in relation to the same shall - unless otherwise expressly agreed, be subject to the exclusive jurisdiction of the courts of England and Wales.
All agreements between CNM and UK Buyers shall be exclusively governed by English Law. Any disputes relating to any agreement between the parties shall be exclusively presented to the competent court in Leeds England. CNM may at its own absolute discretion decide to present its case to the Buyers residence or any other competent court.

 

Links to other websites and services

Our website contains links to other websites which are not under the control of CNM and are not maintained by CNM. These links are provided for your convenience only and we are not responsible for the content of those sites.
General

We may change or withdraw any part of our website, or may refuse you access to the website at any time if we consider it necessary.
These terms are governed by the laws of England and Wales and any disputes will be decided only by the courts of England and Wales.

 

Changes to these terms 

These terms were last changed on 5th January 2023. Previous versions of our standard terms and conditions can be viewed here.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.

 

CNM Online Competition, Terms and Conditions.

If you enter any of our competitions, we will assume you have read and understood these rules and also agree to them.

 

The rules are as follows.

• To be in with a chance of winning any of our competitions or prize draws entrants must be a UK resident and must be 16 years or older at the time of entry.
• Competitions are not open to any employees of Prestige Radiators Ltd.
• There is no purchase necessary.
• The closing date is specified in each competition.
• No part of the prize is exchangeable for cash or any other prize.
• If the product(s) are out of stock we will supply a similar product to the same value.
• You are agreeing that the prize will be delivered to a UK mainland address at a time convenient to.

Prestige Radiators Ltd T/A CNM Online LTD & Prestige Washrooms
Unit 2, North Point Business Park
Eggborough
Goole
DN14 0JT
01977 663331