Legal
Every policy governing francislloyd.com, in one place — terms of sale, delivery, returns, privacy, cookies and more.
Terms and Conditions of Sale
Effective date: 18 September 2026 Seller: Francis Lloyd Trading LTD Website: francislloyd.com
1. About us and these terms
1.1 Francis Lloyd Trading LTD is registered in England and Wales under company number 14104555. Our registered office is Office 6, Watling Street East, Towcester, England, NN12 6BS. Our VAT registration number is GB 433 0988 89.
1.2 You can contact us at admin@francislloyd.com or 01245 944150. Our telephone hours are normally 8:00am to 6:00pm on working days. We aim to acknowledge enquiries and complaints within two working days.
1.3 The registered office is our address for formal correspondence. It is not a shop, public collection point or returns address unless we confirm otherwise. We provide return and collection instructions when they are needed.
1.4 These terms apply to fixed-price purchases made directly from us through francislloyd.com, or by telephone or email where we say these terms apply. Purchases made through eBay or another marketplace are also subject to the listing and the marketplace process applying to that order.
1.5 A consumer is an individual buying wholly or mainly outside their trade, business, craft or profession. A business customer is anyone buying wholly or mainly for business purposes. Nothing in these terms limits rights that cannot lawfully be limited, including a consumer's statutory rights.
2. Who may order
2.1 You must be at least 18 and legally capable of entering into a contract to place an order. A parent or guardian must place an order for a person under 18.
2.2 If you order for a business or organisation, you confirm that you have authority to bind it.
2.3 Some goods are subject to age, identity, delivery, export or other legal restrictions. We will not make age-restricted goods available through ordinary checkout unless suitable verification and delivery controls are operating. See our Age-Restricted Products Policy.
3. Product information, descriptions and condition
3.1 We sell a changing range of goods which may be new, open-box, ex-display, used, refurbished, graded, incomplete, untested or intended for parts or repair, as stated in the listing.
3.2 We take reasonable care and make good-faith efforts to inspect, photograph and describe each item accurately, including any material fault, damage, alteration or missing component that we identify. Our description is based on the information available to us and the inspection or test reasonably practicable for the item's type, value, packaging and stated condition.
3.3 The product listing forms part of the contract. Please read the title, description, condition notes, photographs, measurements, compatibility information, warnings and list of included items before ordering. Specific statements and disclosed faults take priority over a general condition label. Contact us before ordering where an important point is unclear.
3.4 Used, vintage, open-box and refurbished goods may show wear consistent with their age, price and description. Condition labels such as "excellent", "very good", "good" or "fair" are our reasonable assessment, not a promise that an item is flawless. A proportionate inspection may not reveal every latent, internal or intermittent issue.
3.5 Where an item is described as tested, working, powered on or refurbished, that statement is limited to the test, observation or work stated in the listing. It does not mean that every function has been tested or that a manufacturer-level safety or endurance test has taken place unless we expressly say so.
3.6 Photographs normally show the actual item where stock is unique. Representative images may be used for multiple-stock or new items and will be identified where appropriate. Colours and scale can vary slightly because of lighting, photography and screens. Measurements are approximate unless stated otherwise.
3.7 Accessories, packaging, manuals, licences, batteries and other components are included only where the listing says or clearly shows that they are included. You should check dimensions, voltage, compatibility and installation requirements before ordering. This does not remove our responsibility where an item does not match the information we provided.
3.8 A manufacturer warranty is included only where the listing expressly says so and the manufacturer accepts that it is valid and transferable. A manufacturer's decision does not affect statutory rights you may have against us.
3.9 Most goods we sell were made by third parties. A manufacturer, producer, importer, own-brander or other supply-chain party may have separate legal or warranty responsibilities. Where appropriate, we may involve or identify that party in diagnosis, repair, replacement, a recall, a safety investigation or a product-liability matter. Consumers are not required to pursue them instead of us, and this does not limit any responsibility we have as seller or supplier. We may seek reimbursement or a contribution from another supply-chain party.
3.10 Nothing in this section excludes our responsibility where goods are unsafe, materially misdescribed, not of satisfactory quality where that standard applies, unfit for a purpose made known to us, or otherwise do not conform to the contract. Descriptions such as "untested" or "for parts or repair" do not permit us to hide a known material fault or supply an unsafe product.
4. Orders and contract formation
4.1 The website lets you review and correct an order before submitting it. You may check out as a guest or through an account.
4.2 Submitting an order is an offer to buy the goods on these terms. An automated acknowledgement confirms that we have received the order; it does not mean that we have accepted it.
4.3 A contract is formed when we send a dispatch confirmation. For collection orders, it is formed when we send a collection-ready confirmation or, if none is sent, when we hand over the goods.
4.4 Where an order is dispatched in more than one consignment, a separate contract is formed for each item or consignment when we send the relevant dispatch confirmation.
4.5 We may take or authorise payment before accepting the order. If we do not accept it, we will release the authorisation or refund the amount paid without undue delay.
4.6 Before acceptance, we may decline or cancel an order where, for example, the goods are unavailable, damaged, recalled or unsafe; there is an obvious price or description error; payment or verification fails; delivery is unavailable; a legal restriction applies; or circumstances outside our reasonable control prevent supply.
4.7 Stock is reserved only where and for as long as we confirm in writing.
4.8 Before acceptance, we may reasonably limit quantities or reject duplicate, automated, fraudulent or abusive orders, including attempts to bypass stock, promotion, security or legal restrictions. This does not remove rights from an order that has already been accepted.
5. Prices, VAT, invoices and payment
5.1 Prices are in pounds sterling and are the total product prices payable to us, including any VAT for which we must account. Delivery and any optional charge are shown before you submit the order. We will not add further VAT at checkout.
5.2 Our products may be subject to standard-rate, reduced-rate or zero-rate VAT, or an applicable VAT margin scheme. The treatment is determined item by item from the product and our purchase records. It is not selected by the buyer and does not change because an invoice is requested.
5.3 The precise VAT treatment and availability of separately recoverable VAT may not appear on every imported product listing. Where reclaimable VAT is important, contact us before ordering and we will check the item's records where reasonably possible.
5.4 For an item sold under normal VAT rules, an appropriate VAT invoice will show the applicable information. A qualifying zero-rated item may be shown at 0%. For a margin-scheme item, the invoice will show the total price and the required margin-scheme wording, but VAT will not be shown separately and cannot be reclaimed by the buyer.
5.5 Mixed orders may be shown on separate invoices or in clearly separated sections or lines.
5.6 Payment methods are those shown at checkout or agreed with us. Website card and supported wallet payments are processed through Stripe's hosted checkout. We do not receive full card details. Cash, bank transfer or another method is accepted only where we agree it in advance.
5.7 If an obvious pricing error is identified before acceptance, we may reject the order and, where the item remains available, offer it at the correct price.
5.8 Promotions, discount codes and members-only offers may have stated eligibility, expiry, product, quantity or stock conditions. Unless stated otherwise, they are subject to availability, have no cash alternative and cannot be combined. Before contract formation, we may correct genuine technical errors or refuse misuse or attempts to circumvent clearly stated conditions.
5.9 If an order benefiting from a multi-item promotion is partly returned or cancelled, any refund will be based on the amount actually paid and a fair allocation of the promotional discount across the relevant items. Nothing in a promotion limits statutory rights.
6. Delivery, collection and holiday mode
6.1 Delivery availability, charges and estimates for each order are shown at checkout or in a written quotation. Our Delivery and Collection Policy forms part of these terms.
6.2 Automated checkout currently accepts UK addresses, including Northern Ireland. Availability may still depend on the item, postcode, carrier and applicable law. The Isle of Man, Jersey, Guernsey and destinations outside the UK require a quotation and written confirmation before purchase.
6.3 We normally dispatch in-stock goods within one to two working days after acceptance and cleared payment. Standard delivery is normally estimated at two to five working days after dispatch and express delivery at one to two working days after dispatch, unless the listing or checkout states otherwise. Delivery dates are estimates unless expressly guaranteed.
6.4 When we are on holiday, away from the business or temporarily unable to fulfil orders at the normal speed, we may keep the website open and enable holiday or away mode. We will use reasonable efforts to show the revised dispatch date, window or additional delay prominently before payment and repeat it in the order acknowledgement. That revised timing applies to orders placed while the notice is displayed. An express service normally shortens transit after dispatch; it does not remove the stated handling delay.
6.5 If a delay becomes materially longer than stated, we will try to contact you. You may cancel for a full refund before dispatch. Consumer rights concerning late delivery remain unaffected. Unless another period is agreed, consumer goods must normally be delivered within 30 days of the contract.
6.6 For consumer orders, risk remains with us until the goods are delivered to you or a person you have identified, except where the law provides otherwise because you independently appoint a carrier not offered by us. An authorised safe-place or neighbour instruction may affect when delivery is treated as complete.
6.7 You must provide an accurate address and contact details. Tell us immediately if they are wrong. We will try to amend them before dispatch but cannot guarantee this. We may recover reasonable direct costs caused solely by an incorrect address, failure to collect or an unauthorised refusal, where the law allows.
6.8 Collection is by prior arrangement only. Do not travel until we confirm that the order is ready and provide the location and appointment instructions. Our registered office is not a collection point unless we expressly say so.
6.9 International customers are responsible for import VAT, customs duty, brokerage and local charges unless our written quotation expressly says otherwise. Mandatory consumer protections in the customer's country may still apply.
7. Cancellation and change-of-mind returns
7.1 You may ask to cancel before dispatch. Where the order has not been dispatched, we will cancel it and refund the amount paid.
7.2 A UK consumer buying at a distance normally has 14 days after receiving the goods to tell us that they wish to cancel, followed by a further 14 days to return them. If an order is delivered in separate shipments, the notification period normally runs from receipt of the last item.
7.3 To cancel, email admin@francislloyd.com with your name, order number and a clear statement that you wish to cancel. You may use the model cancellation form, but it is not compulsory. Cancellation takes effect when the notice is sent; it does not depend on our approval. Please wait for the correct return address and safe instructions before sending the goods.
7.4 The cancellation right does not apply where a statutory exception applies, including goods made to specification or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed; sealed audio, video or software once unsealed; newspapers, periodicals or magazines other than subscriptions; and goods inseparably mixed with other items after delivery.
7.5 You may inspect goods as you reasonably could in a shop. Please return the item, accessories, components, documents, tags and packaging where reasonably possible. We may make a proportionate deduction for loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods. We do not charge a generic consumer restocking or administration fee for exercising the statutory cancellation right.
7.6 Unless we offered to collect, the consumer pays the direct cost of returning a change-of-mind item, provided this was disclosed before purchase. For unusually large goods, the estimated or reasonable return cost will be stated before purchase where required.
7.7 We refund the product price and the cost of the least expensive standard delivery option offered for that order. We do not have to refund the extra cost of express, timed or upgraded delivery. Refunds are made using the original payment method unless agreed otherwise, normally within 14 days after we receive the goods back or receive evidence that they were sent, whichever applies under the law. We aim to process them sooner, usually within three working days after receipt and inspection.
7.8 Our Returns, Cancellations and Refunds Policy gives further practical details. Business-customer returns are covered in section 11.
8. Faulty, unsafe, damaged, misdescribed or incorrect goods
8.1 We have a legal duty to supply goods that conform to the contract. Consumer goods must be as described, of satisfactory quality and fit for a purpose made known to us where the law requires. The assessment takes account of whether an item is new, used or refurbished, together with its age, price, description and disclosed faults.
8.2 Consumers may have a short-term right to reject non-conforming goods within 30 days and, after that, rights to repair or replacement followed where applicable by a price reduction or final rejection. These rights are governed by the Consumer Rights Act 2015 and are separate from any manufacturer warranty.
8.3 Contact admin@francislloyd.com promptly with the order number and details of the problem. Photographs or video may help. We may reasonably inspect or test the goods, but testing does not suspend or remove statutory rights.
8.4 If goods arrive visibly damaged, please notify us within 48 hours where possible and retain the item, packaging and labels. This helps preserve carrier evidence. The 48-hour request is not an automatic time limit on statutory rights.
8.5 Where goods were faulty, unsafe, misdescribed, damaged before delivery or incorrectly supplied, we will provide the remedy required by law and reimburse reasonable return costs where applicable.
9. Product safety, recalls, age restrictions and electrical recycling
9.1 Follow all supplied warnings, instructions, age ratings, installation requirements and maintenance guidance. Do not use an item that appears damaged or unsafe.
9.2 If we identify a safety issue or recall, we may contact affected customers, publish a notice, stop supply and give return, repair, replacement or other instructions. Safety recalls are not limited by ordinary change-of-mind periods.
9.3 We may require age or identity evidence and an age-verified delivery service for restricted goods. We may refuse or cancel the order where the applicable checks cannot be completed. See our Age-Restricted Products Policy.
9.4 When we supply qualifying new household electrical or electronic equipment, our Electrical Recycling (WEEE) Policy explains the free one-for-one takeback available for an old household item of the same type or main function.
10. Accounts and marketing choices
10.1 Accounts are optional. You must provide accurate information and keep your password, email account and device secure. Tell us promptly if you suspect unauthorised access.
10.2 We may suspend or restrict an account where reasonably necessary for security, fraud prevention, legal compliance or investigation of misuse.
10.3 Creating an account does not subscribe you to marketing. Email marketing is a separate, optional choice and may be withdrawn at any time. Service emails about an account, order, return or support request are not marketing.
11. Terms applying only to business customers
11.1 A business customer has no statutory distance-selling change-of-mind right. We may agree a business return in writing. Any condition, collection, inspection, repackaging or restocking charge will be reasonable and agreed before the goods are returned.
11.2 A business customer must inspect goods within a reasonable time and notify us promptly of apparent shortages, transit damage or discrepancies. This does not exclude a claim for a latent defect or any right that cannot lawfully be excluded.
11.3 Unless expressly agreed in writing, goods are not supplied for safety-critical, medical, aviation, nuclear or other use where failure could reasonably cause death, personal injury or severe environmental or property damage.
11.4 Title passes when we receive full payment. Risk passes on delivery or collection, subject to any rule that cannot lawfully be excluded.
11.5 To the extent permitted by law and subject to any reasonableness requirement, we are not liable to a business customer for loss of profit, revenue, business, contracts, anticipated savings, goodwill, data or indirect or consequential loss. Subject to section 11.6, our aggregate liability arising from an order is limited to 100% of the price paid for that order.
11.6 Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, liability under the Consumer Protection Act 1987, breach of a term that cannot lawfully be excluded or limited, or any other liability that cannot lawfully be limited.
12. Liability to consumers and events outside our control
12.1 We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract was made.
12.2 To the extent caused by them, we are not responsible for loss or damage resulting from misuse, failure to follow supplied instructions or warnings, incorrect third-party installation, unauthorised repair or modification, or continued use after a defect or safety warning becomes apparent. This does not affect responsibility arising from a defect, inadequate instructions or anything that cannot lawfully be excluded.
12.3 Consumer goods are supplied for domestic and private use. If a consumer uses them for commercial purposes, we are not responsible for business losses such as lost profit, revenue or opportunity, except where the law says otherwise.
12.4 We are not responsible for delay caused by events outside our reasonable control, including severe weather, transport disruption, industrial action, utility or network failure, cyber incidents affecting third parties, governmental action or import and export restrictions. We will take reasonable steps to minimise the effect and perform when the event ends. Consumer rights relating to delay, cancellation and refund continue to apply.
12.5 Nothing excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, liability under the Consumer Protection Act 1987, statutory rights that cannot lawfully be excluded or limited, or any other non-excludable liability.
13. Complaints and disputes
13.1 Email admin@francislloyd.com or call 01245 944150. We aim to acknowledge ordinary complaints within two working days and normally provide a substantive response within 14 calendar days. Complex matters may take up to 28 calendar days, with an update.
13.2 We are not currently subscribed to a general consumer alternative dispute resolution provider. If a complaint reaches deadlock, we will give any information about alternative dispute resolution that the law requires and identify any scheme in which we are required to participate.
13.3 Data-protection complaints follow the process in our Privacy Notice and Complaints Policy.
14. General
14.1 The version in force when you order applies to that order. Changes apply only to future orders unless the law and, where required, your agreement permit otherwise.
14.2 If any provision is invalid, the remaining provisions continue. A delay in enforcing a right is not a waiver. No third party has a right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999 except where the law provides otherwise.
14.3 If you are a consumer, English law applies, but you retain mandatory protection of the country in which you normally live and may use the courts available under mandatory consumer law. Consumers in Scotland or Northern Ireland may ordinarily bring proceedings there.
14.4 If you are a business customer, English law applies and the courts of England and Wales have exclusive jurisdiction.
14.5 Contracts are concluded in English. You may save or print these terms. We email order acknowledgements and relevant dispatch or collection-ready confirmations so the contractual information can be retained. We keep appropriate order and terms records in line with our Privacy Notice and legal obligations.
Delivery and Collection Policy
Effective date: 18 September 2026 Seller: Francis Lloyd Trading LTD
1. Where we deliver
Automated checkout accepts addresses in the United Kingdom, including Northern Ireland. A delivery service may still be unavailable for a particular item or postcode because of size, value, carrier limits, safety or legal restrictions.
The Isle of Man, Jersey, Guernsey and all destinations outside the UK require a written quotation before purchase. Contact admin@francislloyd.com. International customers are responsible for import VAT, customs duty, brokerage and local charges unless our quotation expressly says otherwise.
2. Dispatch and delivery estimates
We normally dispatch in-stock goods within one to two working days after accepting the order and receiving cleared payment. Working days are Monday to Friday, excluding public holidays in England.
Typical estimates after dispatch are:
| Service | Typical estimate |
|---|---|
| Standard UK delivery | 2-5 working days |
| Express UK delivery | 1-2 working days |
| Timed, special or oversized delivery | As shown at checkout or in our quotation |
| Collection | By confirmed appointment |
Estimates are not guarantees unless we expressly confirm a guaranteed date. Public holidays, peak periods, severe weather, industrial action, customs, carrier disruption and other events outside our control can cause delay.
3. Holiday or away mode
We may keep the website open while we are on holiday, away from the business or temporarily unable to fulfil orders at the normal speed. Where holiday or away mode is active, we will use reasonable efforts to show the revised dispatch date, dispatch window or additional delay prominently before payment and repeat it in the order acknowledgement.
That revised timing replaces our normal one-to-two-working-day dispatch target for orders placed while the notice is displayed. Express or next-day services normally apply after dispatch and do not remove the stated handling delay.
If a delay becomes materially longer than stated, we will try to contact you. You may cancel for a full refund before dispatch. Consumer rights concerning late delivery remain unaffected.
4. Charges, couriers and tracking
Delivery charges are shown before you submit the order. Standard delivery is included for many items. Upgraded services commonly cost between £2.99 and £9.99, but large, heavy, fragile, high-value or unusually shaped goods may cost more.
We usually use Royal Mail and may also use DPD, UPS, DHL, Evri, Yodel, InPost, APC Overnight or another suitable carrier. We may change to an equivalent service where reasonably necessary. Tracking is provided where supported. A signature, PIN, photograph, age check or identity check may be required.
5. Addresses, safe places and missed delivery
Provide a complete and accurate address, postcode, contact name and, where requested, telephone number. Contact us immediately if anything is wrong. We will try to amend it before dispatch but cannot guarantee a change once processing has begun.
PO boxes, parcel lockers, safe places and neighbour delivery are available only where the carrier and item permit. They are not available for age-restricted, identity-checked, oversized or otherwise unsuitable goods. Where you expressly authorise a safe place or neighbour and the instruction is followed, delivery may be treated as complete there to the extent permitted by law.
A carrier may attempt redelivery, hold the parcel at a depot or return it to us. Where redelivery or return is needed solely because of an incorrect address, failure to collect or unauthorised refusal, we may recover reasonable direct costs where the law allows.
6. Delayed, lost or damaged parcels
Tell us promptly if tracking shows an unexplained delay or the estimated window has passed. We will investigate with the carrier and keep you reasonably informed.
For consumer orders, we remain responsible for the goods until they are delivered to you or a person you identify, except where you independently appoint a carrier not offered by us and the law provides otherwise.
If an item arrives damaged, please photograph the outer packaging, label, internal packaging and damage; retain everything while we investigate; and notify admin@francislloyd.com within 48 hours where possible. The 48-hour request helps preserve carrier evidence but does not remove statutory rights.
Unless another period was agreed, consumer goods must normally be delivered within 30 days of the contract. Your legal rights apply if delivery is late.
7. Collection
Collection is available only where the listing or our written confirmation offers it. Do not travel until we confirm that the order is ready and provide the private location and appointment instructions. Our registered office is not a collection point unless we expressly say so.
Bring the order confirmation and any identification or payment evidence reasonably requested. Another person may collect only where we approve this and can verify their authority. Inspect the external condition and number of packages at handover; this does not remove rights relating to hidden faults.
8. Split or combined shipments
We may combine compatible orders or divide an order into more than one parcel where reasonable for weight, dimensions, safety, insurance or carrier requirements. We will not increase an accepted delivery charge without your agreement.
9. Contact
Email admin@francislloyd.com or call 01245 944150. Telephone hours are normally 8:00am to 6:00pm on working days.
Returns, Cancellations and Refunds Policy
Effective date: 18 September 2026 Seller: Francis Lloyd Trading LTD
This policy applies to direct purchases from Francis Lloyd Trading LTD. Purchases made through eBay or another marketplace must also follow the return process shown for that order.
1. Starting a return or cancellation
Email admin@francislloyd.com with your name, order number, the item and the reason for contacting us. For a fault or transit damage, include photographs or video where useful. If you have not received a reply within two working days, call 01245 944150.
Cancellation takes effect when a consumer sends a clear cancellation notice; it does not depend on our approval. Please do not send goods to our registered office or any other address until we provide the correct return address and safe instructions.
2. Cancellation before dispatch
You may ask to cancel before dispatch. If the order has not been dispatched, we will cancel it and refund the amount paid.
3. Consumer change-of-mind right
A UK consumer buying at a distance normally has 14 days after receiving the goods to tell us that they wish to cancel, followed by a further 14 days to return them. Where goods are delivered in separate shipments, the notification period normally runs from receipt of the last item.
You may use our model cancellation form, but an email or other clear statement is sufficient.
4. Exceptions
The change-of-mind right does not apply where a statutory exception applies, including:
- goods made to specification or clearly personalised;
- goods liable to deteriorate or expire rapidly;
- sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed;
- sealed audio, video or computer software once unsealed;
- newspapers, periodicals or magazines other than subscriptions; and
- goods that become inseparably mixed with other items after delivery.
A product is not excluded merely because it relates to health, beauty or hygiene. The exception applies only where the legal conditions are met.
5. Condition of change-of-mind returns
You may inspect goods as you reasonably could in a shop. Please take reasonable care and return the item with its accessories, components, documents, tags, certificates and packaging where reasonably possible.
Avoid installing, using, altering, washing, contaminating, registering, linking or damaging an item beyond what is reasonably necessary to examine it. Remove personal accounts and data before return. For hygiene-sealed goods, opening the relevant seal may remove the cancellation right where the statutory exception applies.
We may make a proportionate deduction for loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods. We do not impose a generic consumer restocking or administration fee for a statutory cancellation.
6. Return costs and refunds
Unless we offered to collect, the consumer pays the direct cost of returning a change-of-mind item, provided this was disclosed before purchase. Use suitable packaging and a tracked, adequately insured service. You remain responsible for the return until it reaches us, subject to the law.
For a valid consumer cancellation, we refund the product price and the cost of the least expensive standard delivery option offered for that order. We do not have to refund the additional amount paid for express, timed or upgraded delivery.
Refunds are made using the original payment method unless agreed otherwise, normally within 14 days after we receive the goods back or receive evidence that they were sent, whichever applies under the law. We aim to process them sooner, usually within three working days after receipt and inspection.
7. Faulty, unsafe, damaged, misdescribed or incorrect goods
Consumer goods must conform to the contract. The expected standard takes account of whether an item is new, used or refurbished, together with its age, price, description and disclosed faults.
Consumers may have a 30-day short-term right to reject non-conforming goods and, after that, rights to repair or replacement followed where applicable by a price reduction or final rejection. These rights are governed by the Consumer Rights Act 2015 and are not replaced by a manufacturer warranty.
Contact us promptly. We may ask for reasonable evidence and may inspect or test the item. If goods were faulty, unsafe, misdescribed, damaged before delivery or incorrectly supplied, we will provide the remedy required by law and reimburse reasonable return costs where applicable.
For visible transit damage, please tell us within 48 hours where possible and retain all packaging. This helps preserve carrier evidence but is not an automatic time limit on statutory rights.
Do not attempt a repair or alteration unless we agree or urgent action is reasonably necessary for safety. Damage caused by an unauthorised intervention may affect the remedy available.
8. Exchanges and store credit
Exchanges and store credit are not automatic rights. We may offer them by agreement where suitable stock and circumstances allow. A consumer may choose a statutory refund instead where the law gives that right.
9. Business customers
Business customers do not have the statutory distance-selling change-of-mind right. A business return may be accepted at our discretion under conditions agreed in writing before the goods are sent back. Statutory and contractual rights relating to faulty or misdescribed goods remain subject to the applicable contract and law.
10. Contact
Francis Lloyd Trading LTD Email: admin@francislloyd.com Telephone: 01245 944150 Registered office for formal correspondence only: Office 6, Watling Street East, Towcester, England, NN12 6BS
Privacy Notice
Effective date: 7 October 2026
1. Who we are
Francis Lloyd Trading LTD is the controller of personal information covered by this notice.
Company number: 14104555 ICO registration number: ZC245975 Registered office: Office 6, Watling Street East, Towcester, England, NN12 6BS Email: admin@francislloyd.com Telephone: 01245 944150
The registered office is for formal correspondence and is not a public shop, collection point or returns address.
2. Information we collect
Depending on how you use the website, we may collect:
- Account information: name, email address, account status, marketing preference and authentication information handled through Supabase Auth. We cannot view your plain-text password.
- Order information: customer and recipient names, billing and delivery addresses, telephone number where provided, items ordered, price, VAT treatment, delivery, returns and transaction references. Stripe handles full card details; we do not receive or store them.
- Communications: contact forms, support messages, complaints, return requests, product enquiries, uploaded photographs or documents and WEEE takeback requests.
- Marketing information: your email address, consent choice, the wording and version shown, when the choice was made and any withdrawal or suppression record.
- Technical and security information: IP address, browser and device information, timestamps, security results and short-term server logs.
- Optional analytics information: where you accept analytics, a random visitor identifier, page path, referring source, time and aggregate website-use information. We remove query strings and fragments before storing first-party paths and referrers.
- Age-verification information: only where required for a legally age-restricted product. We aim to retain the minimum evidence needed rather than unnecessary copies of identity documents.
- Marketplace and review information: information supplied through eBay or another marketplace where needed to fulfil, support or record a transaction, and public seller-feedback information such as a username, rating and comment where displayed on our reviews page.
3. How we obtain and use information
We obtain information from you, from Stripe during checkout, from delivery providers, from marketplaces where you buy from us, from a server-side integration we operate to retrieve public eBay seller feedback, and automatically through necessary website technology or optional analytics.
We use it for the following purposes and legal bases:
| Purpose | Main legal basis |
|---|---|
| Create and manage an account; process, deliver and support an order; handle returns and refunds | Contract or steps requested before a contract |
| Keep invoices, VAT and accounting records; comply with product-safety, recall, age-restriction and waste obligations | Legal obligation |
| Secure the website, prevent fraud and misuse, respond to enquiries, administer complaints and establish or defend claims | Legitimate interests, balanced against your rights; sometimes legal obligation |
| Record your email-marketing choice and, where permitted, send marketing about our own goods and news | Consent, or another permitted electronic-marketing basis where all legal conditions are met |
| Operate Vercel Analytics and our first-party page-view counter | Consent |
| Display and administer genuine feedback from completed marketplace transactions | Legitimate interests in showing authentic customer experience, balanced against reviewer rights |
| Produce anonymous daily website totals and business reporting | Legitimate interests where the information is genuinely anonymous and no longer personal data |
We do not make decisions that have legal or similarly significant effects on you using solely automated processing.
4. Accounts, checkout and marketing
An account is optional and guest checkout is available. Creating an account does not subscribe you to marketing.
The account form uses a separate, unticked email-marketing choice. You may unsubscribe using the link in a marketing email or change your account preference. We keep a minimal suppression record where necessary to make sure we respect an opt-out.
Service emails about account creation, security, orders, dispatch, cancellations, support and enquiries are sent because you requested the service or because they are needed to administer it. They are not used as a substitute for marketing consent.
5. Cookies, local storage and analytics
Necessary browser storage supports cookie choices, baskets, accounts, checkout and security. Optional analytics remain off until you accept them. You can change your choice at any time through the permanent Cookie Preferences link in the footer.
Our first-party page-view records contain an identifier, path, referring source and time. Raw records are kept for no more than 12 months and are then deleted after being rolled into anonymous daily totals which contain only date, path and count. See our Cookie and Similar Technologies Policy for details.
6. Who we share information with
We share only what is reasonably necessary with:
- Vercel, which hosts and delivers the website;
- Supabase, which provides the PostgreSQL database and account authentication. The primary project region is Ireland;
- Stripe, which provides hosted checkout, payment processing and fraud-prevention services;
- Microsoft 365 / Exchange Online, which provides our business email service at publication;
- Resend, which sends the website's automatic emails, such as order confirmations, dispatch updates, enquiry replies and account emails. It processes the recipient's name and email address and the content of the email, in its Ireland (EU) region;
- Cloudflare, which provides Turnstile bot protection on protected forms;
- delivery and collection providers, including Royal Mail and other carriers selected for the order;
- Xero, accountants and professional advisers for accounting, tax, audit, legal and claims work;
- eBay or another marketplace where the order was placed there;
- insurers, banks, payment-dispute providers, regulators, law-enforcement bodies or courts where reasonably necessary or legally required; and
- externally hosted image providers, including eBay image servers and stock-image providers, when an image is loaded from their systems. They receive ordinary connection information such as IP address and browser details.
We do not sell or rent customer lists.
7. International transfers
Some providers may process information outside the United Kingdom. Where UK law requires a transfer safeguard, we rely on an applicable adequacy regulation, the UK International Data Transfer Agreement or Addendum, recognised standard contractual clauses, or another lawful mechanism. Provider privacy and subprocessor information may change over time.
8. How long we keep information
We use the following normal retention periods, subject to a longer or shorter period where law, a dispute, safety issue or investigation requires it:
- order, invoice, payment and VAT records: normally six years from the end of the relevant financial year;
- active account profile and preferences: while the account is used, then normally reviewed for deletion or anonymisation after two years of inactivity or closure;
- ordinary enquiries and support messages: normally two years after closure;
- returns, complaints, chargebacks and legal claims: normally up to six years after resolution where needed;
- raw first-party page-view records: no more than 12 months, followed by deletion after anonymous daily aggregation;
- marketing consent and suppression information: for as long as reasonably necessary to show the choice and prevent marketing after an opt-out;
- short-term hosting and security logs: no longer than reasonably necessary for security and fault investigation and, unless preserved for a specific incident, no more than 30 days; and
- WEEE takeback records: at least four years.
Deleting an account removes or disables the active login and reusable profile information, but does not require us to erase completed-order or legal records that we still have a lawful reason to keep.
9. Security
We use access controls, server-side permissions, encryption in transit and appropriate organisational measures. Full payment-card data is handled by Stripe's hosted checkout. No internet service is completely risk-free, so please use a unique password, keep your email account secure and contact us if you suspect misuse.
10. Your rights
Depending on the circumstances, you may have rights to access, correct or erase information; restrict or object to processing; receive portable information; withdraw consent; and complain about our use of personal information. Some rights are subject to legal exceptions.
To make a request, email admin@francislloyd.com. We may ask for proportionate information to verify identity. Withdrawing consent does not make earlier lawful processing unlawful.
11. Data-protection complaints
You can complain by email, telephone or writing to the registered office marked for the attention of the Privacy Lead. We will acknowledge a data-protection complaint within 30 days, make appropriate enquiries without undue delay, keep you reasonably informed and tell you the outcome without undue delay.
You may also complain to the Information Commissioner's Office at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, telephone 0303 123 1113. We encourage you to contact us first so that we have an opportunity to resolve the issue.
12. Children and changes
The website and accounts are intended for adults. We do not knowingly allow a child to contract with us directly or knowingly use a child's information for marketing. Contact us if you believe a child has supplied information without appropriate involvement.
We may update this notice when our services, providers or the law change. The current version and effective date will be published on the website.
Website Terms of Use
Effective date: 18 September 2026 Website operator: Francis Lloyd Trading LTD
1. Scope
These terms govern browsing and use of francislloyd.com, including accounts, baskets, wish lists, forms and website content. Purchases are also subject to our Terms and Conditions of Sale.
By using the website, you agree to these terms. If you do not agree, do not use it.
2. About us
Francis Lloyd Trading LTD is registered in England and Wales under company number 14104555. Registered office: Office 6, Watling Street East, Towcester, England, NN12 6BS. VAT number: GB 433 0988 89. Contact: admin@francislloyd.com or 01245 944150.
3. Access and accounts
We may update, suspend or withdraw all or part of the website for maintenance, security, legal or business reasons. We do not guarantee uninterrupted access.
Account information must be accurate. Keep your password, email account and device secure and tell us promptly if you suspect unauthorised access. We may suspend or close an account where reasonably necessary for security, fraud prevention, legal compliance or misuse.
Accounts are optional and guest checkout is available. Creating an account does not subscribe you to marketing.
4. Acceptable use
You must not:
- use the website unlawfully, fraudulently or to harm another person;
- introduce malware, attack, probe or bypass security or access controls;
- use automated tools to scrape, copy, harvest or monitor product information, prices, images, reviews or personal data without written permission;
- interfere with the website, checkout, stock availability or another user's account;
- impersonate another person or submit false information; or
- use website content to train or develop a commercial machine-learning system without written permission where our permission is legally required.
We may restrict access and report suspected unlawful activity.
5. Intellectual property
Unless stated otherwise, the website design, text, branding, photographs, graphics, software and other content are owned by us or used under licence. You may view and print reasonable extracts for personal, non-commercial use. You may not reproduce, republish, sell, modify or commercially exploit them without written permission or another lawful basis.
Third-party trade marks and product names belong to their owners. Their appearance does not imply sponsorship or endorsement.
6. Product and general information
Product listings are governed by the Terms and Conditions of Sale. Blog posts, guides and general articles are provided for general information and may not address your particular circumstances. They are not a substitute for professional legal, medical, electrical, financial, engineering or safety advice.
Do not rely on website content to install, repair, modify or use a product contrary to the manufacturer's instructions or applicable safety requirements.
7. External links and content
The website may link to or display content hosted by third parties, including eBay product images or external information. We are not responsible for third-party websites or their availability, terms or privacy practices. A link does not imply endorsement.
8. Liability
We do not exclude liability that cannot lawfully be excluded. Subject to that, we are not responsible for loss caused by using the website contrary to these terms, by events outside our reasonable control, or by relying on general information where professional advice was reasonably required.
Consumers retain all mandatory legal rights. Business users are not entitled to recover indirect or consequential business loss from use of the website, to the extent permitted by law.
9. Privacy, changes and law
Our Privacy Notice and Cookie and Similar Technologies Policy explain how we use personal information and browser technologies.
We may change these website terms for future use. English law applies. Consumers retain mandatory rights and may use the courts available under consumer law. For business users, the courts of England and Wales have exclusive jurisdiction.
10. Contact
Email admin@francislloyd.com or call 01245 944150.
Age-Restricted Products Policy
Effective date: 18 September 2026
1. Our approach
Some products, including certain knives, bladed articles and other regulated goods, may be sold only to people who meet the applicable age and identity requirements.
Francis Lloyd Trading LTD will not make an age-restricted product available through ordinary website checkout unless an appropriate purchase-stage verification process and compliant delivery method are operating for that product.
2. Buying a restricted product
Where a restricted product is offered, you must:
- be at least the legally required age;
- provide accurate information and any reasonable evidence requested;
- be the person authorised to receive the parcel where personal delivery is required; and
- comply with any item-specific conditions shown before purchase.
An account age declaration or simple tick box is not necessarily sufficient. We may use an approved age or identity service and may require photographic identification, a current photograph or age-verified delivery where the law requires it.
3. Delivery
Restricted goods will not be left in a safe place, parcel locker or with an unauthorised neighbour. The carrier may require identification and may hand the parcel only to the verified purchaser or another person lawfully permitted to receive it.
We may refuse or cancel an order if verification is not completed, details do not match, delivery cannot be made lawfully or we reasonably suspect unlawful purchase or misuse. Any refund or recoverable delivery cost will be handled in accordance with the law and our Returns Policy.
4. Personal information
Age-verification information is used only for verification, security and legal compliance. We aim to retain the minimum evidence needed and handle it under our Privacy Notice.
5. Contact
Questions can be sent to admin@francislloyd.com or 01245 944150.
Complaints Policy
Effective date: 18 September 2026
1. How to complain
Email admin@francislloyd.com or call 01245 944150. You may also write to Francis Lloyd Trading LTD at Office 6, Watling Street East, Towcester, England, NN12 6BS, marked for the attention of the Complaints Director.
Please include your name, order or ticket number, what happened, the outcome you are seeking and any useful evidence. Tell us if you need information in an alternative format or another reasonable adjustment.
2. What we will do
We aim to:
- acknowledge an ordinary complaint within two working days;
- investigate fairly and review the relevant listing, messages, payment, delivery, test or return evidence;
- provide a substantive response within 14 calendar days where possible; and
- provide an update where a complex matter may take up to 28 calendar days.
We may ask for further information. Urgent product-safety concerns are prioritised and may result in instructions to stop using the item while we investigate.
3. Data-protection complaints
A complaint about our use of personal information may be made through the same contact details. We will acknowledge it within 30 days, make appropriate enquiries without undue delay, keep you reasonably informed and tell you the outcome without undue delay. You may also complain to the Information Commissioner's Office.
4. Alternative dispute resolution and legal rights
We are not currently subscribed to a general consumer alternative dispute resolution provider. If a complaint reaches deadlock, we will give any information about alternative dispute resolution that the law requires and identify any scheme in which we are required to participate.
This policy does not limit statutory rights or the right to use the courts.
5. Conduct and records
We treat complainants fairly and expect communications to remain lawful and respectful. We may limit abusive, threatening or persistently repetitive contact while preserving a reasonable route for genuine issues.
We keep complaint records only for as long as reasonably necessary under our Privacy Notice and use them to improve our processes.
Customer Reviews Policy
Effective date: 18 September 2026
1. Source of reviews
Reviews displayed on francislloyd.com at launch are drawn from Francis Lloyd Trading LTD's eBay seller feedback following completed eBay transactions. They are supplied to the website through a server-side integration and rendered as ordinary page content.
Customers cannot submit new reviews directly through francislloyd.com at launch.
2. Verification and presentation
A review labelled Verified eBay buyer is matched to a completed Francis Lloyd eBay transaction. The label confirms the transaction source; it does not mean that we endorse every opinion or independently verify every factual statement in the review.
Reviews are displayed in the order supplied by the feed and are not selected or excluded merely because they are favourable or unfavourable. We do not create fake reviews or conceal an incentive.
3. Moderation
We may remove or withhold content where reasonably necessary because it:
- contains personal, confidential or payment information;
- is unlawful, threatening, abusive, discriminatory or obscene;
- contains malware, spam or unrelated advertising;
- is demonstrably unrelated to a transaction with us;
- is duplicated or technically corrupted; or
- creates a legal or safety risk.
We will not alter a review's meaning. Where practical, we retain an internal record of the source and reason for moderation.
4. Reporting a concern
Email admin@francislloyd.com with the review text or screenshot and the reason for concern. We will investigate and may ask for evidence. A reviewer may also use the relevant eBay process for feedback originally published there.
5. Future changes
Before allowing direct reviews, review invitations or incentives on this website, we will introduce appropriate verification, moderation, disclosure and reporting controls and update this policy.
Electrical Recycling (WEEE) Policy
Effective date: 18 September 2026
1. Our takeback service
When Francis Lloyd Trading LTD supplies a qualifying new household electrical or electronic item, we offer free one-for-one takeback of an old household electrical item of the same type or with the same main function. The old item may be any brand and does not need to have been bought from us.
The statutory service does not normally arise merely because an item sold by us is used, refurbished, untested or intended for parts or repair. We may agree to accept other electrical waste voluntarily where we have a suitable lawful route.
2. How to request takeback
Contact admin@francislloyd.com or 01245 944150 within 30 calendar days after delivery or collection of the new item. Provide:
- your name and order number;
- the new item purchased;
- a description, approximate size and weight of the old item;
- whether it contains a battery, screen, lamp, refrigerant or other potentially hazardous component; and
- whether it is damaged, swollen, leaking or otherwise unsafe.
We will confirm whether the request qualifies and provide a reference and an approved collection, handover or return method. Do not post, deliver or leave electrical equipment at any address, Post Office, parcel shop or other location until we have confirmed the arrangement.
3. Collection, handover and cost
Depending on the item and location, we may:
- arrange collection;
- provide a booked handover at a private collection point; or
- provide a specific approved carrier or return route.
The qualifying takeback and recycling are free. Where you ask us to collect or transport an item from your home, we may charge a reasonable transport cost which will be stated and agreed before collection. A customer may instead use the free handover option we make available where reasonably practicable.
Our registered office is not a WEEE drop-off point. Unbooked items may be refused for safety and legal reasons.
4. Safety
Disconnect equipment and remove personal belongings before handover. Do not dismantle it. Tell us in advance about damaged batteries, cracked screens, refrigerants, sharp parts, contamination or other hazards. Batteries should be removed only where the manufacturer's instructions say this can be done safely.
We may require a specialist collection or different handover method for hazardous, leaking, contaminated, unusually large or unsafe equipment. This is to protect customers, staff, carriers and the environment and does not remove a qualifying legal takeback right.
Erase personal information from phones, computers, storage devices and other equipment and sign out of accounts before handover. We are not a data-destruction service and are not responsible for information left on equipment, except to the extent the law provides otherwise.
5. Why electrical equipment must be recycled
Electrical equipment can contain valuable materials and substances that may harm people or the environment if placed in general waste. Keep it separate and use an authorised reuse or recycling route.
The crossed-out wheeled-bin symbol means that the item should not be disposed of with ordinary household waste.
6. What happens to accepted equipment
Accepted equipment is stored and transported under applicable waste controls and sent to an authorised route for preparation for reuse, treatment or recycling. We keep the required takeback and disposal records.
Where we transport accepted WEEE ourselves, we do so under our Environment Agency waste carrier registration CBDU522783 and the applicable waste documentation. This registration does not make our premises a public waste site or authorise us to treat or dispose of waste ourselves.
7. Contact
Email: admin@francislloyd.com Telephone: 01245 944150 Website: francislloyd.com
Accessibility Statement
Effective date: 18 September 2026
Francis Lloyd Trading LTD wants francislloyd.com to be usable by as many people as reasonably possible, including people who use a keyboard, screen reader, screen magnification, voice input or other assistive technology. We use the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA as our accessibility benchmark, while recognising that the website may not achieve every success criterion at all times.
Scope
This statement covers the public pages of francislloyd.com, including product pages, basket and account areas, customer-service pages and legal information. Payment is completed through Stripe Checkout, which is operated by Stripe and is outside our direct technical control, although we aim to choose and configure third-party services with accessibility in mind.
Measures we aim to take
When designing and maintaining the website, we aim to use clear language and logical heading structures; descriptive links, labels and form instructions; keyboard-accessible controls and visible focus indicators; sufficient colour contrast; meaningful alternative text for relevant images; layouts that remain usable when text is enlarged or the page is zoomed; and error messages that explain what needs to be corrected. We aim not to rely on colour alone to communicate important information.
We also try to keep account, basket, checkout information, customer support and legal pages straightforward to navigate. Where a product image or description contains important information that is not reasonably accessible, please contact us and we will provide the information in another reasonable format where possible.
Testing and review
We review accessibility when making significant website changes and may use a combination of manual checks and automated accessibility tools where appropriate. We do not claim that the website has been independently certified or that every page is fully conformant with WCAG 2.2 AA. This statement will be reviewed periodically and after material changes to the website.
Known limitations and third-party content
Some older product information, externally hosted images, marketplace-derived content or third-party services may not meet the same accessibility standard as pages we control directly. Product stock also changes frequently, which can make complete manual review of every listing difficult. Where we become aware of a significant accessibility barrier, particularly one affecting account access, ordering, customer support or legal information, we will consider reasonable steps to correct or work around it.
Contact us
If you have difficulty using the website, need information in an alternative format or require reasonable assistance to place or manage an order, email admin@francislloyd.com or call 01245 944150. Please tell us which page or feature caused difficulty, what happened and, if helpful, the device, browser or assistive technology you were using.
We aim to acknowledge accessibility enquiries within two working days and will try to provide a practical solution as soon as reasonably possible.
Model Cancellation Form
Complete and return this form only if you wish to cancel a qualifying consumer distance contract. You may instead send any clear statement by email.
To: Francis Lloyd Trading LTD Email: admin@francislloyd.com Registered office for formal correspondence only: Office 6, Watling Street East, Towcester, England, NN12 6BS
I give notice that I cancel my contract for the sale of the following goods:
Goods: ........................................................................................................
Order number: ........................................................................................................
Ordered on / received on: ........................................................................................................
Customer name: ........................................................................................................
Customer address: ........................................................................................................ ........................................................................................................
Signature (only if sent on paper): ........................................................................................................
Date: ........................................................................................................
Please do not send goods to the registered office or any other address until we provide the correct return address and safe return instructions.
Questions about any of the above? Contact us.