1.1 In these Terms, the following definitions apply:

1.2 Headings are for convenience only and shall not affect interpretation.

1.3 References to the singular include the plural and vice versa.

2.1 These Terms apply to all sales made through the Portal and shall override any terms proposed by the Customer, whether in a purchase order or otherwise.

2.2 No variation to these Terms shall be binding unless agreed in writing by a Director of the Company.

2.3 An order placed by the Customer constitutes an offer to purchase. A Contract is formed only upon written confirmation of acceptance by the Company. Automated order acknowledgements do not constitute acceptance.

2.4 The Company may decline to accept any order at its absolute discretion, without obligation to provide a reason.

3.1 Access to the Portal is granted strictly to bona fide trade professionals, including HETAS-registered installers, heating engineers, and allied trade businesses, at the Company’s sole discretion.

3.2 The Company may approve or reject trade account applications without providing reasons.

3.3 Geographic Restriction — Account eligibility is limited to trade professionals operating within the Company’s defined service area, which covers Suffolk, Cambridgeshire, selected areas of Norfolk, and Peterborough, as defined by the postcode zones published on the Portal. Applications from outside this area will not ordinarily be approved. The Company may, at its sole discretion and in exceptional circumstances only, grant pre-approval to applicants outside the defined service area.

3.4 The defined service area is subject to change. The Company reserves the right to update covered postcode zones upon reasonable notice.

3.5 Trade accounts must not be shared with, transferred to, or used by any third party. Login credentials are personal to the approved account holder.

3.6 Each account holder is responsible for maintaining the security of their login credentials and for all activity carried out under their account.

3.7 The Company reserves the right to modify account access levels, pricing tiers, and purchasing permissions at any time.

4.1 All pricing displayed on the Portal is strictly confidential and is provided solely for the purposes of legitimate trade purchasing. It must not be disclosed to consumers or competitor businesses.

4.2 The Customer agrees not to engage in conduct that:

4.3 The Company reserves the right to monitor public-facing pricing activity, investigate pricing behaviour, and request written justification of any Customer pricing strategy.

4.4 Breach of any provision of this Clause constitutes a material breach of these Terms and may result in immediate account suspension or termination.

5.1 The Company may, at its sole discretion and without incurring liability to the Customer, at any time:

5.2 Grounds for suspension, restriction, or termination include, but are not limited to:

5.3 Upon termination:

6.1 The Company reserves the right to amend product specifications, dimensions, or finishes without prior notice, and to substitute equivalent products where necessary due to supply chain requirements.

6.2 All product images, descriptions, and technical specifications displayed on the Portal are for illustrative purposes only and may not exactly reflect the Goods supplied.

6.3 The Customer is solely responsible for:

6.4 The Company accepts no liability for losses arising from specification errors made by the Customer.

7.1 All orders are subject to stock availability and formal acceptance by the Company.

7.2 All accounts operate strictly on a pro-forma (payment in advance) basis. No credit terms are offered.

7.3 The Company reserves the right to:

7.4 The Company reserves the right to place orders on hold where any outstanding pro-forma invoice remains unpaid.

7.5 Payment for Flue & Accessory Orders - All orders for flue systems, flue components, and associated accessories are charged in full at the point of checkout, regardless of stock availability. Where an order triggers a split fulfilment — meaning some items are available for immediate dispatch and others are subject to a short replenishment lead time — the full order value remains due and payable at checkout. No deferral of payment applies to flue or accessory orders under any circumstances.

7.6 Stove Orders — Deposit & Balance Payment

Where a stove order includes one or more units that are not currently held in our warehouse and must be ordered directly from the manufacturer, a non-refundable deposit of 20% of the unit price is required at checkout for each such unit. This deposit secures your order with our supplier and confirms your commitment to the purchase.

The remaining balance of 80% per deposit unit will become payable when the stove arrives at our warehouse and is ready for dispatch. At that point, you will receive a secure payment link by email to the address registered to your account. Dispatch of the unit will not be authorised until the balance payment has been received in full. The payment link will remain active for [48] hours; if payment is not received within this period, a new link will be issued on request.

Stove units that are confirmed as in stock at the point of order are charged in full at checkout and are not subject to deposit terms.

Cancellation of a deposit order prior to the stove being received into our warehouse will result in a full refund of the deposit. Cancellation after warehouse receipt will be subject to restocking and handling charges at our discretion. Please contact us before cancelling any deposit order.

8.1 Delivery Area — All deliveries are fulfilled by Opulence’s own in-house delivery team. Delivery is restricted to the Company’s defined service area, covering Suffolk, Cambridgeshire, selected areas of Norfolk, and Peterborough, as defined by the postcode zones published on the Portal. Deliveries outside this area will not ordinarily be fulfilled. In exceptional circumstances, delivery outside the defined area may be agreed in advance and in writing by the Company — additional charges will apply. Delivery will be made to the address provided at point of order. Quoted delivery dates are estimates only and do not form part of the Contract.

8.2 Third-Party Installers — The Customer must not schedule or commit to third-party installation until Goods have been received, inspected, and confirmed as correct and undamaged. The Company accepts no liability for installation delays, abortive contractor costs, or consequential losses arising from delivery timing.

8.3 Risk & Ownership — Risk in the Goods transfers to the Customer upon delivery. Title in the Goods remains with the Company until payment has been received in full.

8.4 Palletised & Large Goods Delivery — Kerbside delivery only. Drivers are not insured to enter premises or carry Goods beyond the kerbside. The Customer must:

8.5 Failed Deliveries — Where delivery cannot be completed due to circumstances within the Customer’s control, a re-delivery charge will apply. The minimum re-delivery charge is £40. Opulence’s in-house delivery team will contact the Customer to rearrange at the earliest opportunity.

8.6 Inspection & Damage Claims — The Customer must inspect all Goods upon delivery. Any visible damage must be noted on the delivery documentation at the point of receipt. Visibly damaged Goods should be refused. Damage claims:

8.7 Split Fulfilment & Multiple Deliveries —

Where an order contains products from multiple manufacturers, or includes items with different stock availability positions, your order may be fulfilled across multiple separate deliveries. Each delivery will be made as soon as the relevant items are available. You will not be charged additional delivery fees for subsequent dispatches arising from split fulfilment on the same order.

Estimated lead times for stoves ordered from our suppliers are shown at the point of purchase and within your order tracker in your account area. These estimates are based on manufacturer lead times current at the time of order and may be subject to change. We will notify you of any material change to an expected delivery date via email and your order tracker will be updated accordingly

Flue and accessory items within a split order will be dispatched at the earliest available opportunity, independently of any associated stove order lines.

9.1 Core Products — Core Products may be returned subject to the following conditions:

9.2 Special Orders — Special Orders are non-refundable and non-returnable. Cancellation is not permitted once an order has been placed with the relevant supplier or manufacturer. The Customer accepts full financial responsibility for Special Orders upon placement.

10.1 The Portal operates a two-tier pricing structure:

10.2 Tier 2 pricing is conditional upon the Customer’s continued commercial alignment with the Company and ongoing satisfaction of spend thresholds. The Company reserves the right to revert any account to Tier 1 pricing where thresholds are not maintained.

10.3 The Company may adjust pricing tiers, thresholds, and discount levels at any time upon reasonable written notice to the Customer.

10.4 Pricing displayed on the Portal supersedes all previously quoted or agreed pricing unless otherwise confirmed in writing.

11.1 The Customer shall not sell Goods into territories that are restricted by the Company or by relevant manufacturer distribution agreements.

11.2 The Customer acknowledges that certain brand partners of the Company operate exclusive or selective distribution programmes, and agrees to comply with all such obligations notified by the Company.

11.3 Any breach of territorial or distribution restrictions may result in immediate account termination and withdrawal of supply without compensation.

12.1 Where Goods are purchased as a system (stove with associated twin wall flue components, liner kit, or installation package), the Company may apply adjusted bundled pricing and enforced margin structures.

12.2 Bundled pricing may differ from the aggregate of individually listed product prices. The Company reserves the right to override individual product pricing and apply system-level pricing rules.

12.3 Tier 2 pricing on flue and liner components may be unlocked by the addition of a qualifying stove to the basket, as detailed in Clause 10.

12.4 Bundle pricing is not transferable between orders and applies only to the transaction in which the qualifying combination is confirmed.

13.1 Overview — The Company operates a firewood supply programme for trade account holders who wish to offer kiln-dried, Ready to Burn certified firewood products to their customers. Trade accounts approved for the Firewood Supply Programme are entitled to participate in the Kickback Scheme as described in this Clause.

13.2 Kickback Entitlement — Subject to the conditions in this Clause, the Company shall pay a kickback of £25 per crate of qualifying firewood products sold through the Programme. Kickback entitlements are calculated on an ongoing, rolling basis as orders are fulfilled.

13.3 Settlement of Kickback Payments — Kickback amounts shall be settled by cash payment only, paid directly to the Customer’s nominated bank account. No credit note or Portal credit alternative is offered under this scheme.

13.4 Settlement Frequency — Kickback settlements will be processed on a monthly basis, subject to a minimum qualifying threshold of 5 crates per settlement period. Entitlements below this threshold will roll forward to the following period.

13.5 Illustrative Worked Example — The following table illustrates how the Kickback Scheme accumulates over a five-year period based on realistic participation assumptions. It is provided for illustrative purposes only and does not constitute a guarantee of earnings.

13.6 Withdrawal of Kickback Rights — The Company reserves the right to withdraw, suspend, or permanently cancel a Customer’s entitlement to the Kickback Scheme in the following circumstances:

13.7 Forfeiture on Termination — Upon account suspension or termination (including where such action arises from breach of these Terms), any accrued but unpaid kickback entitlements shall be forfeited in full and no payment or credit shall be issued. This forfeiture applies irrespective of the stage of the settlement cycle.

13.8 Ready to Burn Compliance — All firewood products supplied under the Programme carry Ready to Burn certification. The Customer is responsible for communicating applicable product certifications, moisture content specifications, and storage guidance to end consumers.

13.9 Variation of the Programme — The Company reserves the right to amend kickback rates, settlement methods, qualifying products, and Programme terms at any time upon 30 days’ written notice to participating Customers.

14.1 Manufacturer warranties apply only as stipulated by the relevant manufacturer and are subject to the manufacturer’s own terms and conditions. The Company makes no independent warranty beyond those provided at law.

14.2 The Company shall not be liable for:

14.3 The Customer is solely responsible for ensuring that all installations comply with applicable Building Regulations, manufacturer requirements, and that works are undertaken by suitably qualified and, where required, HETAS-registered installers.

15.1 The Company shall not be liable for any indirect, special, or consequential loss, including loss of profit, loss of business, loss of revenue, or damage to goodwill.

15.2 The Company’s total aggregate liability to the Customer under or in connection with any Contract shall not exceed the invoice value of the Goods to which the claim relates.

15.3 Nothing in these Terms shall limit liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded or limited by law.

16.1 All content on the Portal, including pricing structures, product data, imagery, copy, and system architecture, remains the exclusive intellectual property of Opulence Ltd.

16.2 The Customer must not:

16.3 Breach of this Clause constitutes material breach and may result in immediate account termination and legal action.

17.1 The Company reserves the right to monitor account activity, analyse purchasing patterns, investigate suspected misuse, and audit Kickback Scheme participation.

17.2 The Customer agrees to cooperate fully with any reasonable audit or compliance request made by the Company.

18.1 The Company shall not be liable for any failure or delay in performing its obligations to the extent such failure or delay is caused by circumstances beyond its reasonable control, including supply chain disruption, manufacturer delays, industrial action, system failure, natural events, or government action.

19.1 All formal notices under these Terms must be in writing and sent to the Company’s registered business address or official email address as published on the Portal.

20.1 If any provision of these Terms is held to be unenforceable by a court of competent jurisdiction, that provision shall be severed and the remainder of the Terms shall continue in full force and effect.

21.1 No third party shall have any rights under or in connection with this agreement under the Contracts (Rights of Third Parties) Act 1999.

22.1 These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

22.2 The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.