Terms of Sale
Where to find information about us and our goods
You can find everything you need to know about us, Rough Trade Retail (UK) Limited, and our goods on our website or from our in-store sales staff before you order. We also confirm the key information to you by email after you order.
When you buy from us you are agreeing that:
- We only accept orders when we've checked them.
- Sometimes we reject orders.
- We charge you when we dispatch your goods.
- We charge interest on late payments.
- We pass on sales tax and any increases in sales tax.
- We're not responsible for delays outside our control.
- Goods can vary slightly from their pictures or descriptions.
- You will forfeit your goods if you fail to collect them after a certain period of time after an event.
- If you bought online, you may have a legal right to change your mind within a certain period of time.
- You can end your on-going Rough Trade Club subscription (find out how).
- Our gift cards
- We can change goods and events and these terms.
- We can suspend supply (and you have rights if we do).
- We can withdraw goods or events.
- We can end our contract with you.
- We don't compensate you for all losses caused by us.
- Resolving disputes with us.
- Other important terms apply to our contract.
We only accept orders when we've checked them
We email you to confirm we've received your order and then we email you again to confirm we've accepted it with details of when we will or are likely to dispatch or supply the goods to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because the goods are unexpectedly out of stock, because you are located outside our delivery areas or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when we dispatch your goods
We charge you when your order is shipped or otherwise supplied to you. Payment is not taken when you checkout online. If your payment is declined, you will receive an email from us asking you to make the payment within 48 hours and if you are unable to do so your order will be cancelled.
We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You pay us the interest together with any overdue amount.
We pass on sales tax and any increases in sales tax
We charge VAT or any equivalent foreign sales tax at the rate of the shipping country. If the rate of VAT or other sales tax changes between your order date and the date we supply the product, we adjust the rate that you pay, unless you have already paid in full before the change in the rate takes effect.
We're not responsible for delays outside our control
If our supply of your goods is delayed by an event outside our control, such as problems with shipping or delays with the labels, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us at firstname.lastname@example.org to end the contract and receive a refund for any goods you have paid for in advance, but not received (possibly less reasonable costs we have already incurred, for example for limited or special releases).
Goods can vary slightly from their pictures or descriptions
The packaging and description of your goods may be slightly different from that shown on our website or in our marketing.
You will forfeit your goods if you fail to collect them after a certain period of time after an event
If you book event tickets which also come with goods for collection, you will forfeit the goods if you don't collect them within six months of the event. We may resupply any uncollected goods.
If you bought online, you may have a legal right to change your mind within a certain period of time
For goods bought online or by mail order, you may have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below. You must pay the costs of return though.
This also applies to event tickets you booked; if you booked the event online you have a legal right to change your mind about your booking and receive a refund of what you paid.
Unfortunately, you can't change your mind about an order for:
- digital goods, after you have started to download or stream these; and
- sealed audio or sealed video recordings, once these goods are unsealed after you receive them.
If you change your mind about your order or booking you must let us know no later than 14 days after:
- the day we deliver your goods. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
- the day we confirm we have accepted your order, if it is for digital content for download or streaming (for example, a music event), although you can't change your mind about digital content once we have started providing it.
To let us know you want to change your mind, contact us at email@example.com or fill in the online form.
You have to return goods (and any free gifts provided with any item) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods. You can:
- bring the goods to one of our stores. You will need your email receipt and the card you paid with; or
- send the goods back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, contact us at firstname.lastname@example.org.
We don't refund any extra you have paid for express delivery or delivery at a particular time.
If you handle the goods in a way which would not be acceptable in-store, we reduce your refund in order to compensate us for its reduced value. For example, we reduce your refund if the condition of the goods is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the goods, no refund may be due.
If your purchased digital content or goods that haven't been delivered, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
You can end your on-going Rough Trade Club subscription (find out how)
We tell you when and how you can end your subscription with Rough Trade Club during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact us at email@example.com.
Our gift cards
If you purchase our gift cards, please be aware of the following conditions:
- our gift cards are not a cheque guarantee, credit or charge card;
- our gift cards have fixed denominations ranging from £10 to £200.;
- gift cards are only redeemable for goods in Rough Trade stores in the United Kingdom and on our website;
- gift cards cannot be used to purchase subscriptions or Rough Trade Club membership (there are special membership gifts), or event tickets;
- gift cards cannot be exchanged for cash;
- no change will be given when gift cards are used on our website or in-store but the balance may be applied to future purchases of goods;
- each gift card will expire 24 months from the date of last load, i.e. card activation. At expiry, any remaining balance will be lost;
- gift cards cannot be returned or refunded;
- if any product purchased with a gift card is exchanged or refunded, any money owing will be added to the balance on the gift card; and
- we reserve the right to refuse to accept a gift card if there is evidence of tampering, duplication, damage or where we suspect fraud.
If you purchase a special membership gift for someone, please note that it will expire if not activated within six months of purchase.
You have rights if there is something wrong
If you think there is something wrong with your goods, you must either bring it into one of our stores or us at firstname.lastname@example.org. We honour our legal duty to provide you with goods that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
We can change goods and events and these terms
We can always change goods:
- to reflect changes in relevant laws and regulatory requirements;
- to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the goods; and
- to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.
We can suspend supply (and you have rights if we do)
We may have to suspend supply:
- to deal with technical problems or make minor technical changes;
- if an event if cancelled or rescheduled;
- to update the goods to reflect changes in relevant laws and regulatory requirements; or
- to make changes to the goods (see We can change goods and these terms).
We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, you can contact us at email@example.com to end the contract and we'll refund any sums you've paid in advance for goods you won't receive.
We can withdraw goods and events
We can stop providing goods and cancel events. We let you know as soon as possible and we refund any sums you've paid in advance for goods or an event which won't be provided.
We can end our contract with you
We can end our contract with you for goods, subscriptions or event tickets and claim any compensation due to us if:
- you don't make any payment to us when it's due and you still don't make payment within seven days of our reminding you that payment is due; or
- you don't, within a reasonable time, either allow us to deliver the goods to you or collect the goods from us. If you have said you will collect a product ("click and collect") but you don't do this within six months then we treat your order as cancelled and refund the purchase price.
We don't compensate you for all losses caused by us
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section we're not responsible for delays outside our control.
- Avoidable. Something you could have avoided by taking reasonable action. For example, damage caused by digital content we supplied and which you could have avoided by correctly following the set-up instructions or having the minimum system requirements advised.
- A business loss. It relates to your use of goods for the purposes of your trade, business, craft or profession.
Resolving disputes with us
Our Customer Service Team will do their best to resolve any problems you have with us as per our Complaints policy which you can obtain by contacting us at firstname.lastname@example.org.
These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying the goods or the event. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING THIS SITE
What's in these terms?
Who we are and how to contact us
Our site is operated by Rough Trade Retail (UK) Limited (We). We are registered in England and Wales under company number 05945476 and have our registered office at 5 Broad Street, Nottingham, England, NG1 3AJ. Our main trading address is Old Truman Brewery, 91 Brick Lane, London, E1 6Q, England, United Kingdom. Our VAT number is GB973 3995 64.
We are a limited company.
To contact us, please email email@example.com.
There are other terms that may apply to you
- Our Terms of Sale, which set out our terms and conditions of supply if you purchase goods or event tickets from our site.
We may make changes to our site
We may update and change our site from time to time.
We may suspend or withdraw our site
Our site is made available free of charge.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
We may transfer this agreement to someone else
Our site is for users in the UK
Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.
You must keep your account details safe
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at firstname.lastname@example.org.
How you may use material on our site
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged (except where the content is user-generated).
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
No text or data mining, or web scraping
You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our site or any services provided via, or in relation to, our site. This includes using (or permitting, authorising or attempting the use of):
- Any "robot", "bot", "spider", "scraper" or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of the site or any data, content, information or services accessed via the same.
- Any automated analytical technique aimed at analysing text and data in digital form to generate information which includes but is not limited to patterns, trends and correlations.
The provisions in this clause should be treated as an express reservation of our rights in this regard, including for the purposes of Article 4(3) of Digital Copyright Directive ((EU) 2019/790).
This clause shall not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.
This site, its content and any services provided in relation to the same is only targeted to, and intended for use by, individuals located in the United Kingdom. If you are not located in the UK, your continued access, viewing or making use of this site and any related content and services is entirely at your own risk and we may no warranty, representation, guarantee or other assurance to users in other territories.
Do not rely on information on this site
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
We are not responsible for websites we link to
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources.
User-generated content is not approved by us
This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.
How to complain about content uploaded by other users
If you wish to complain about content uploaded by other users, please contact us at email@example.com.
Our responsibility for loss or damage suffered by you
Whether you are a consumer or a business user:
- We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
- Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any goods to you, which are set out in our Terms of Sale.
If you are a business user:
- We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
- We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
- use of, or inability to use, our site; or
- use of or reliance on any content displayed on our site.
- In particular, we will not be liable for:
- loss of profits, sales, business, or revenue;
- business interruption;
- loss of anticipated savings;
- loss of business opportunity, goodwill or reputation; or
- any indirect or consequential loss or damage.
If you are a consumer user:
- Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that was caused by you failing to correctly follow set-up or installation instructions or to have in place the minimum system requirements advised by us.
How we may use your personal information
Uploading content to our site
Whenever you make use of a feature that allows you to upload content to our site, or to make contact with other users of our site, you must comply with the content standards set out in our Acceptable Use Policy below.
You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.
Any content you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us and other users of our site a limited licence to use, store and copy that content and to distribute and make it available to third parties. The rights you license to us are described in Rights you are giving us to use material you upload below.
We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.
We have the right to remove any posting you make on our site if, in our opinion, your post does not comply with the content standards set out in our Acceptable Use Policy below.
You are solely responsible for securing and backing up your content.
We do not store terrorist content.
Rights you are giving us to use material you upload
When you upload or post content to our site, you grant us the following rights to use that content:
- a worldwide, non-exclusive, royalty-free, transferable licence to use, reproduce, distribute, prepare derivative works of, display, and perform that user-generated content in connection with the service provided by the website and across different media including to promote the site or the service forever; and
- a worldwide, non-exclusive, royalty-free, transferable licence for other users, partners or advertisers to use the content for their purposes forever.
We are not responsible for viruses and you must not introduce them
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
Rules about linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy below.
If you wish to link to or make any use of content on our site other than that set out above, please contact us at firstname.lastname@example.org.
Acceptable Use Policy
The following sets out the content standards that apply when you upload content to our site, make contact with other users on our site, link to our site, or interact with our site in any other way.
You may not use our site:
- In any way that breaches any applicable local, national or international law or regulation.
- In any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect.
- For the purpose of harming or attempting to harm minors in any way.
- To bully, insult, intimidate or humiliate any person.
- To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards.
- To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
- To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
- To upload terrorist content.
You also agree:
- Not to access without authority, interfere with, damage or disrupt:
- any part of our site;
- any equipment or network on which our site is stored;
- any software used in the provision of our site; or
- any equipment or network or software owned or used by any third party.
We may from time to time provide interactive services on our site, including, without limitation:
- Video-sharing facilities.
- Chat rooms.
- Bulletin boards.
Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical).
We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.
The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not fool proof. Minors who are using any interactive service should be made aware of the potential risks to them.
Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.
We do not store terrorist content.
The following content standards apply to any and all material which you contribute to our site (Contribution), and to any interactive services associated with it, and these standards must be complied with in spirit as well as to the letter, which apply to each part of any Contribution as well as to its whole.
A Contribution must:
- Be accurate (where it states facts).
- Be genuinely held (where it states opinions).
- Comply with the law applicable in England and Wales and in any country from which it is posted.
A Contribution must not:
- Be defamatory of any person.
- Be obscene, offensive, hateful or inflammatory.
- Bully, insult, intimidate or humiliate.
- Promote sexually explicit material.
- Include child sexual abuse material.
- Promote violence.
- Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Infringe any copyright, database right or trade mark of any other person.
- Be likely to deceive any person.
- Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
- Promote any illegal content or activity.
- Be in contempt of court.
- Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety.
- Be likely to harass, upset, embarrass, alarm or annoy any other person.
- Impersonate any person or misrepresent your identity or affiliation with any person.
- Give the impression that the Contribution emanates from Rough Trade Retail, if this is not the case.
- Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse.
- Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.
- Contain any advertising or promote any services or web links to other sites.
For the avoidance of doubt, for any Contribution in the form of video content:
- You must tell us immediately, if you upload a video containing any of the following: criminal material (relating to terrorism, sexual exploitation of children, child pornography, racism and xenophobia), unclassified or unclassifiable videos, videos rated R18 or suitable for R18 rating and other material that might impair the physical, mental or moral development of persons under the age of 18 (restricted material).
- You must not upload a video containing harmful material.
- You must not upload a video containing advertising for any of the following:
- cigarettes and other tobacco products, electronic cigarettes or electronic cigarette refill containers, and prescription-only medicine; or
- for alcoholic drinks that are not aimed specifically at under 18s and do not encourage immoderate consumption of alcohol.
- Any advertising included in a video you upload must not:
- prejudice respect for human dignity;
- include or promote discrimination based on sex, racial or ethnic origin, nationality, religion or belief, disability, age or sexual orientation;
- encourage behaviour prejudicial to health or safety;
- encourage behaviour grossly prejudicial to the protection of the environment;
- cause physical, mental or moral detriment to persons under the age of 18;
- directly exhort such persons to purchase or rent goods or services in a manner which exploits their inexperience or credulity;
- directly encourage such persons to persuade their parents or others to purchase or rent goods or services;
- exploit the trust of such persons in parents, teachers or others; or
- unreasonably show such persons in dangerous situations.
- You must use the functionality provided on our site to declare whether, as far as you know or can reasonably be expected to know, any video contains advertising.
Breach of the Acceptable Use Policy
When we consider that a breach of this acceptable use policy has occurred, we may take such action as we deem appropriate.
- Immediate, temporary or permanent withdrawal of your right to use our site.
- Immediate, temporary or permanent removal of any Contribution uploaded by you to our site.
- Issue of a warning to you.
- Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Further legal action against you.
- Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.
We exclude our liability for all action we may take in response to breaches of this acceptable use policy. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.
Which country's laws apply to any disputes?
Our trademarks are registered
Our logo is a UK registered trade mark (UK00003153239). You are not permitted to use it without our approval, unless it is part of material you are using as permitted under How you may use material on our site above.