Terms of service

Last updated: 22 August 2026.

About these terms

These terms apply to the use of this website and to orders placed with Cyrano Limited, a company registered in England and Wales under company number 03546315. Our registered office is 24 Finch Drive, Springwood Industrial Estate, Braintree, Essex, CM7 2SF. You can contact us at Contact us or 0808 108 7778.

The online store is for trade customers buying wholly or mainly for their business. By applying for an account or placing an order, you confirm that you are acting for a business, have authority to bind it, and accept these terms on its behalf. If you are buying as a consumer, contact us before ordering because these trade terms are not intended to govern a consumer purchase.

Trade accounts

Prices and online ordering are available only to approved trade accounts. We may verify application details, request further information, approve or decline an application, assign or change a pricing tier, or suspend an account where reasonably necessary for security, compliance or the protection of Cyrano and its customers.

You must provide accurate, current information, keep login details confidential, and tell us promptly about unauthorised use or a person who should no longer have access. You are responsible for activity by people authorised to use your business account.

Products, prices and availability

We take reasonable care to describe and display products accurately. Images are illustrative, colours can vary by display, and packaging or minor specifications may change without affecting the product’s essential characteristics. Check the product description and ask us before ordering if a particular specification is important.

Prices shown to your account are trade prices in pounds sterling and exclude VAT unless stated otherwise. VAT and delivery charges are added at checkout. Your account tier, product selling mode and any valid promotion determine the price offered for an order.

Some specialist products are enquiry-only and cannot be bought through the basket. A website enquiry is not an order or an accepted quotation; any later supply will be subject to the written quotation or agreement provided for it.

Products, prices and availability may change before we accept an order. If a price, tax, discount or product detail contains an obvious error, we may reject or cancel the affected item, tell you promptly, and refund any amount paid for it.

Orders and contract formation

Your order is an offer to buy the products in your basket under these terms. The on-screen confirmation and initial order email acknowledge receipt; they do not by themselves mean we have accepted the order.

A contract for an item is formed when we send confirmation that it has been dispatched or otherwise expressly accept the order. We may decline an order before acceptance, including where a product is unavailable, payment cannot be authorised, delivery is not available, account information is incomplete, or we reasonably suspect fraud or misuse. If we decline an order after taking payment, we will refund it.

Payment

Online orders are paid by card through Stripe. You authorise Cyrano and Stripe to take the order total, including VAT and delivery, and confirm that you are authorised to use the payment method. Stripe processes card details and payment authentication; Cyrano does not receive your full card number or security code.

Payment must be successfully authorised before dispatch. Ownership of the goods passes to you only when Cyrano has received full cleared payment for them. This does not delay the transfer of risk described below.

Delivery

Available methods, charges and any delivery estimate are shown at checkout or agreed separately. Our Delivery & returns page contains the current delivery rules and forms part of these terms.

You must provide a complete, accessible delivery address and tell us about relevant access restrictions. Delivery dates are estimates unless we expressly agree a fixed date in writing. We are not responsible for delay caused by an event outside our reasonable control, but we will contact you and take reasonable steps to reduce its effect.

Delivery is complete and risk passes to you when the goods are delivered to the address, safe place or person authorised by you. Please inspect the delivery promptly and report damage, shortages or incorrect items as soon as possible, with photographs where appropriate.

Changes, cancellations, returns and refunds

Contact us as soon as possible if you need to change or cancel an order. We can usually cancel standard-stock goods before dispatch. Special-order, personalised or configured goods may not be cancellable once we have committed to a supplier or started preparing them, and you may be responsible for unavoidable costs explained to you.

Our Delivery & returns page explains the approval process, 14-day trade return option for eligible unused standard-stock products, exclusions, return costs and refund timing. That return option is a Cyrano trade policy and does not make the order a consumer contract.

Faulty or incorrect goods

Goods must correspond with their description and any other terms that the law implies and does not allow us to exclude. If goods are faulty, damaged, misdescribed or incorrectly supplied, contact us promptly before installing, altering or attempting a repair. We may inspect the goods and, as appropriate, repair or replace them, refund the relevant amount, or provide another remedy required by law.

A manufacturer warranty is additional to, and does not replace, rights you have against Cyrano. Warranty and remedy coverage may be affected by misuse, accidental damage, unsuitable storage, failure to follow instructions, unauthorised installation or repair, fair wear and tear, or use outside the product’s stated purpose.

Safe and lawful use

You are responsible for selecting products suitable for your business, following manufacturer instructions and safety information, arranging competent installation and maintenance where required, and complying with laws and professional obligations that apply to your premises, equipment, staff and customers. Product information on the site is not legal, medical or regulatory advice.

Our liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of the terms implied by law about our right to sell the goods.

Subject to that, Cyrano is not liable for indirect or consequential loss, or for loss of profit, revenue, business, anticipated savings, goodwill or business opportunity. Our total liability arising from an order will not exceed the amount paid or payable for that order. These limits apply only to the fullest extent permitted by law and do not exclude any remedy that cannot lawfully be excluded in a business sale.

Events outside our control

Neither party is responsible for delay or failure caused by circumstances outside its reasonable control. The affected party must tell the other when reasonably possible and take reasonable steps to reduce the effect. Payment obligations for goods already supplied are not excused.

Using the website

You may use the website for lawful business browsing, enquiries and purchases. You must not interfere with its operation or security, attempt unauthorised access, introduce harmful code, scrape it in a way that disrupts the service, misuse another person’s account, or use its content unlawfully.

Cyrano or its licensors own the website and its content, including text, branding, design and original images, except where third-party rights are identified. You may view, print or save content for your business purchasing records, but may not reproduce or exploit it commercially without permission.

Personal information

Our Privacy policy explains how we collect and use personal information. Stripe and certain other providers may also act under their own privacy notices when they provide their services.

Changes to these terms

We may update these terms for future website use and orders. The terms displayed when you place an order apply to that order unless a change is required by law or both parties agree otherwise. We will give reasonable notice of a material change that affects an existing account relationship where appropriate.

General

If any part of these terms is unlawful or unenforceable, the rest continues in effect. A delay in enforcing a right is not a waiver of it. No person other than Cyrano and the business placing the order may enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

These terms and each order are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except where applicable law requires otherwise.