TERMS & CONDITIONS


FRANCONE LTD – CONSUMER TERMS AND CONDITIONS 

These Terms and Conditions are the standard terms for the sale of goods by Francone Ltd (“we”, “us”, “our”) to consumers for domestic and private use. If you are buying in the course of business or for commercial purposes, please refer to our Business Terms of Sale.

1. Your Information and Data Protection

1.1 To use our website, buy our products, and use our services, we may ask you to provide certain details or information.
1.2 Any information you provide is handled in accordance with our Privacy Policy. You agree that information you provide will be accurate, correct, and kept up to date.
1.3 You must not impersonate any other person or provide an email address or account information that is not your own.
1.4 You agree to the actions we take regarding your personal information as described in our Privacy Policy. Please read our Privacy Policy for further information.

2. Definitions and Interpretation

In these Terms and Conditions, unless the context otherwise requires:

  • “Calendar Day” means any day of the year.

  • “Courier” means a third-party delivery service we use to deliver the Goods to you.

  • “Goods” means the goods we supply to you as set out in your Order and confirmed in our Order Confirmation.

  • “Month” means a calendar month.

  • “Order” means your order for the Goods made via our website, by email, or by other means.

  • “Order Confirmation” means our acceptance and confirmation of your Order as described in Clause 4.

  • “Pre-Contract Information” means information about the Goods, pricing, and your legal rights we are required to provide under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

  • “Price” means the price payable for the Goods.

  • “Special Price” means a promotional or offer price payable for the Goods.

  • “Made-to-Order / Bespoke Goods” means Goods made to your specifications or clearly personalised for you, including Goods manufactured, modified or finished specifically in accordance with specifications or personalised requirements selected or provided by you, where those Goods fall within the applicable statutory exception to cancellation rights.

“We/Us/Our” means Francone Ltd.
“You/Your/Yours” means you, the consumer customer.

“Our Website” means www.bespoketaps.com.

References to “writing” include electronic communications (including email and other electronic messages).

3. Information About Us

Francone Ltd (registered in England & Wales)
Company number: 07784873
Registered and Trading Address: 24–26 East Street, East View Place, Reading, RG1 4AW, United Kingdom
VAT number: GB122490637

4. The Contract

4.1 These Terms and Conditions govern the sale of Goods by us and form the basis of the contract between you and us (“Contract”). Before placing an Order, you should read these Terms and the Pre-Contract Information carefully.
4.2 Nothing we provide (including website content, telephone information, marketing materials, price lists, or other information) constitutes a contractual offer capable of acceptance. Your Order constitutes an offer by you.
4.3 A legally binding Contract is formed when we accept your Order and issue an Order Confirmation.
4.4 You must ensure the Order Confirmation is complete and accurate and inform us promptly of any errors. We are not responsible for inaccuracies in the Order you submitted.
4.5 No variation of the Contract can be made after it has been formed unless agreed by us in writing.
4.6 By placing an Order, you agree that we may confirm the Contract by issuing an Order Confirmation.
4.7 We may decline to accept an Order for any reason, including (without limitation) stock unavailability or pricing errors.

5. Description and Specification of Goods


5.1 We make reasonable efforts to ensure that photographs, illustrations and descriptions of the Goods are accurate. Images are intended to provide a reasonable representation of the Goods, but colours and finishes may appear differently depending on lighting, photography, screen settings and the materials used.

5.2 Many of our Goods are handmade and/or hand-finished. Natural and minor variations in colour, tone, patina, texture, dimensions and appearance may therefore occur between individual pieces and between a product and samples or photographs. Such variations are inherent characteristics of handmade and hand-finished Goods and are not defects where they are within reasonable tolerances and do not affect the Goods' conformity with the Contract or your statutory rights.

5.3 If we identify or are notified of typographical, clerical, or other accidental errors in descriptions, price lists, or other information, we will correct them as soon as reasonably possible. If, as a result, you have received the wrong Goods, you may return them and we will refund any overpayment.
5.4 We reserve the right to make changes required to comply with applicable safety, legal, or regulatory requirements.
5.5 All Goods are subject to availability.

6. Orders

6.1 All Orders are subject to these Terms and Conditions.
6.2 Where Goods are Made-to-Order / Bespoke Goods, it is your responsibility to ensure the information or specification you provide is accurate and complete.
6.3 Made-to-Order / Bespoke Goods. Once we have begun work on Made-to-Order / Bespoke Goods, changes to the specification are subject to our agreement and may result in additional charges and/or changes to the estimated delivery date. Where the Goods are made to your specifications or clearly personalised, the statutory cooling-off right may not apply as explained in Clause 10. This does not affect your statutory rights where Goods are faulty, not as described or otherwise do not conform with the Contract.
6.4 For standard “off the shelf” Goods (not Made-to-Order / Bespoke Goods), you may request changes before dispatch by contacting us. We will confirm any change to the Price in writing.
6.5 We may cancel your Order before dispatch if:

  • the Goods are no longer in stock and we cannot re-stock; or

  • an event outside our control occurs (see Clause 13).

6.6 If we cancel an Order and you have already paid, we will refund you within 14 Calendar Days.
6.7 We may make changes to the Goods that are necessary to comply with law or safety requirements. We will notify you if such changes affect your Order.
6.8 If there is a pricing error or an obvious mistake in the stated price, we may correct it and contact you with options to proceed or cancel. If you cancel, we will refund amounts paid. 

7. Price and Payment

7.1 The Price will be the price shown on our website (or provided by us in writing) at the time you place your Order.
7.2 You agree to pay all costs and charges related to the Goods and Services you order, as shown during checkout or otherwise communicated in writing.
7.3 Special Prices apply only for the stated period and/or subject to valid promotion/voucher codes. Orders placed during the offer period will be honoured at the Special Price if accepted by us.
7.4 Prices may change at any time, but changes will not affect Orders already accepted (unless Clause 6.8 applies).
7.5 Prices include VAT where applicable. If VAT rates change between Order and payment, we will apply the applicable VAT rate at the time of payment.
7.6 Our Prices include delivery to addresses in the UK, EU and USA unless stated otherwise. For other locations, delivery charges will be added at checkout. Delivery information is available on our website.
7.7 All payments must be made in full before dispatch.
7.8 We accept payment by:

  • Credit card;

  • Bank transfer;

  • PayPal.

8. Delivery

8.1 Delivery may not be available to all locations.
8.2 Estimated delivery dates are estimates and may vary based on availability and destination. Lead times are set out on our website.
8.3 Delivery is completed when the Goods are delivered to the address you provided and you (or someone you nominate) take physical possession of them.
8.4 If the Courier cannot deliver, they may leave a card/notice and/or return the Goods to their depot. You may need to contact the Courier to arrange re-delivery.
8.5 If re-delivery or storage costs arise because you failed to accept delivery, we may charge a reasonable amount for those costs.
8.6 Risk: The Goods remain at our risk until delivery is completed in accordance with Clause 8.3.
8.7 Ownership (Title): Ownership of the Goods transfers to you when we have received payment in full.
8.8 We are not responsible for delays outside our control. Please do not book installation work or trades until you have received and checked all items.
8.9 We recommend that you do not book installers, plumbers or other trades until all Goods have been received and checked. Subject to your statutory rights, we will not be responsible for losses that were not foreseeable when the Contract was made. Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so.
8.10 We may make part-deliveries or deliveries by instalments where appropriate.
8.11 Checks on arrival: Please inspect the packaging, number of parcels and Goods as soon as reasonably practicable after delivery. If any Goods or components are missing, damaged, or do not correspond with your Order, please notify us promptly.

As a guideline, we ask that you notify us within 5 working days of delivery, where possible. Prompt notification enables us to investigate any discrepancy with our warehouse and/or Courier while relevant dispatch and delivery records remain readily available.

Where our investigation reasonably establishes, on the basis of our packing, dispatch and delivery records and any other relevant evidence, that the relevant Goods were dispatched and delivered in full, we may charge for any additional or replacement Goods requested.

Nothing in this Clause limits any remedy available to you where Goods were not supplied in accordance with the Contract, and nothing in this Clause affects your statutory rights.

8.12 Import duties and local taxes may apply to international orders and are not included in the Price unless stated. Please check with your local customs office before ordering.

9. Your Right to Cancel (Change of Mind) – Distance Sales

9.1 If you are a consumer buying online (or otherwise at a distance), you have the right to cancel the Contract within 14 days without giving any reason (the “cooling-off period”), subject to the exceptions in Clause 10.
9.2 For a Contract for a single delivery of Goods, the cancellation period ends 14 days after the day on which you, or a person nominated by you other than the Courier, takes physical possession of the Goods. Where multiple Goods are ordered in one Order and delivered on different days, the cancellation period normally ends 14 days after the day on which you, or a person nominated by you other than the Courier, takes physical possession of the last of those Goods.
9.3 To cancel, you must inform us by a clear statement (for example, by email). You may use the model cancellation form in Clause 17, but you do not have to.
9.4 If you cancel within the cooling-off period, we will refund:

  • the Price you paid for the Goods; and

  • the cost of standard outbound delivery (if you paid for delivery).
    If you chose a delivery upgrade (e.g., express), we refund only the standard delivery cost.

9.5 We will make the refund without undue delay and no later than 14 days after:

  • we receive the Goods back; or

  • you provide evidence you have sent them back,
    whichever is earlier.

  • We will make any refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees from us as a result of the refund.

9.6 You are responsible for the cost of returning the Goods (unless Clause 12 applies).

9.7 You must return the Goods within 14 days of telling us you have cancelled.
9.8 You may inspect and handle the Goods to the extent you would in a shop. If you handle the Goods beyond what is necessary to establish their nature, characteristics, and functioning, we may reduce your refund to reflect any diminished value.
9.9 You should take reasonable care of the Goods while they are in your possession. Where reasonably possible, please return them with their original packaging and included parts and accessories. The absence of original packaging does not, by itself, remove your statutory cancellation rights, although we may make a deduction from the refund where permitted by law if the value of the Goods has been diminished by handling beyond what is necessary to establish their nature, characteristics and functioning.

10. Cancellation Exclusions – Made-to-Order / Bespoke Goods

10.1 The statutory cooling-off right described in Clause 9 does not apply where Goods are made to your specifications or are clearly personalised, to the extent provided by applicable consumer law. 

10.2 We will identify where reasonably practicable before purchase where Goods are being supplied on this basis.

10.3 Once production of Made-to-Order / Bespoke Goods has begun, we are not obliged to accept changes or voluntary cancellation unless otherwise agreed by us in writing.

10.4 Nothing in this Clause affects your statutory rights where Goods are faulty, not as described or otherwise do not conform with the Contract.

11. Refunds Outside the Cooling-Off Period

11.1 Any refunds outside the cooling-off period are at our discretion unless required by your statutory rights.

12. Faulty Goods, Quality Issues, or Goods Not as Described

12A. Installation, Use and Care

12A.1 Goods must be installed, used and maintained appropriately and in accordance with any instructions supplied with the Goods and applicable plumbing, building and safety requirements.

12A.2 Where professional installation is appropriate, we recommend that installation is carried out by a suitably qualified and competent professional.

12A.3 Damage or deterioration caused by incorrect installation, misuse, accidental damage, inappropriate cleaning products or methods, unauthorised modification, or failure to follow reasonable care and maintenance instructions is not a manufacturing defect.

12A.4 Natural ageing, patination and reasonable changes in the appearance of living or hand-finished materials may occur over time and are not necessarily defects.

12A.5 Nothing in this Clause affects your statutory rights or excludes liability for Goods that did not conform with the Contract at the relevant time.

12.1 We are under a legal duty to supply Goods that conform with the Contract. In particular, Goods must be as described, of satisfactory quality and fit for any particular purpose made known to us where the applicable legal requirements are satisfied.

12.2 Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer law.

12.3 If Goods do not conform with the Contract, you may have statutory rights including, depending on the circumstances and timing, the right to reject the Goods, or to require repair or replacement, and in certain circumstances a price reduction or final right to reject.

12.4 The statutory short-term right to reject qualifying Goods normally lasts for 30 days, subject to the provisions and exceptions contained in applicable law.

12.5 If you believe Goods are faulty, damaged, not as described or otherwise do not conform with the Contract, please contact us as soon as reasonably practicable and provide details of the issue. We may request photographs, videos or other reasonable information to help us assess the issue.

12.6 Where reasonably necessary, we may ask for the Goods to be made available for inspection or returned to us. Where the Goods do not conform with the Contract and we are responsible for the return costs under applicable law, we will bear those reasonable costs.

12.7 Nothing in this Clause requires you to accept a remedy where applicable consumer law entitles you to another remedy.

13. Our Liability

13.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Contract or our failure to use reasonable care and skill, but we are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if it was obvious that it would happen or if, when the Contract was made, both you and we knew it might happen. 
13.2 We supply the Goods under these Terms only for domestic and private use. If you use the Goods for any commercial, business or resale purpose, our liability to you under these consumer Terms will not include any loss of profit, loss of business, business interruption or loss of business opportunity. Customers purchasing wholly or mainly for business purposes should purchase under our Business Terms of Sale.
13.3 Local standards, approvals and certifications: Unless we expressly state otherwise in writing for a particular Good, we do not represent or warrant that the Goods hold any particular local approval, certification or registration, including WRAS approval in the United Kingdom, or equivalent approvals or certifications in other countries or jurisdictions.
13.4 Requirements relating to plumbing products, water fittings, installation, approvals and technical standards vary between countries and jurisdictions. Before purchasing or installing the Goods, you are responsible for checking with a suitably qualified local professional and/or relevant authority whether the Goods are suitable for your intended installation and whether any particular local approval, certification or technical requirement applies. Nothing in this Clause excludes or limits any obligation or liability that cannot lawfully be excluded or limited. 
13.5 Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability or statutory right that cannot lawfully be excluded or limited.
13.6 Nothing in these Terms excludes, restricts or otherwise affects your statutory rights as a consumer.

14. Events Outside Our Control (Force Majeure)

14.1 We will not be responsible for delay or failure to perform our obligations to the extent caused by circumstances outside our reasonable control. This does not affect any statutory right you may have to cancel the Contract or obtain a refund where applicable. 
14.2 If such an event is likely to affect our performance:

  • we will inform you as soon as reasonably possible;

  • our obligations will be suspended and time limits extended accordingly;

  • we will inform you when the event ends and provide updated delivery information where relevant.

14.3 If the event continues for more than 30 Calendar Days, we may cancel the Contract and refund any amounts due as soon as reasonably possible.
14.4 If delivery is delayed by more than 30 Calendar Days due to such an event and you wish to cancel, you may do so and any refund due will be paid as soon as reasonably possible.

15. Communication and Contact Details

For general questions, orders, payments and delivery:
Telephone: +44 20 3769 6423 
Email: hello@bespoketaps.com

If you need to contact us about specific issues, use the relevant address below:

For Goods delivered in the UK:
Francone Bespoke Taps, The Old Vicarage, The Street, South Stoke, RG8 0JS, Reading, United Kingdom

For Goods delivered in the EU and rest of the world:
Francone Bespoke Taps, MBE Corso Roma 123/B, 28021 Borgomanero (NO), Italy

16. Other Important Terms

16.1 We may transfer our rights and obligations under these Terms to another organisation (for example, if we sell our business). If we do, we will inform you in writing and your rights will not be affected.
16.2 You may transfer your rights or obligations under the Contract to another person only if we agree in writing, except where applicable law gives you the right to do so without our agreement.
16.3 The Contract is between you and us. No third party has any rights to enforce any part of it.
16.4 If any provision is unlawful, invalid or unenforceable, it will be treated as severed and the remaining provisions will remain enforceable.
16.5 If we delay or do not enforce any right, we do not waive that right. A waiver of one breach does not waive later breaches.

17. Governing Law and Jurisdiction

17.1 These Terms and the Contract are governed by the laws of England and Wales. However, if you are a consumer resident in another part of the United Kingdom or another country, you may also benefit from mandatory protections provided by the law of the country in which you are resident, where applicable. 
17.2 Any dispute or claim arising out of or in connection with these Terms or the Contract will be subject to the jurisdiction of the courts determined by applicable law. Nothing in these Terms limits any right you may have as a consumer to bring proceedings in another court where applicable consumer or jurisdiction rules permit you to do so.

18. Model Cancellation Form (Optional)

To: Francone Ltd, Email: hello@bespoketaps.com

I/we hereby give notice that I/we cancel my/our contract of sale of the following goods:
Order number (if known):
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature (if sent on paper):
Date: 

Last updated: 7th October 2026