Terms & Conditions


Terms and Conditions of Viva Enterprises Ltd T/A Arrow Electrical
Company No. 2076721
 VAT No. 446177534

By using this website and/or placing an order you agree to be bound by the terms and conditions set out below. Please read carefully before placing an order.

1.0 Delivery
We aim to deliver all orders to the below destinations in the times shown below: UK Mainland (excluding Northern Ireland, Scottish Highlands and all Islands) 3-5 working days from completion of the order for all STOCKED items. Free delivery for orders over £99.00 UK Mainland Only
    Scottish Highlands and Islands, Channel Islands, N Ireland, Isles of Scilly, Isle of Man, will be £39.99. (The shipping quote is based on consignments not exceeding 10kg. Goods will be sent on a 3-10 Working Day service from time of completion of order.) We reserve the right to inform you of revised carriage charges where applicable.
    Goods are available for dispatch within 7 working days of receipt of order.
    Goods that are out of stock may take up to 14-20 working days of receipt of order.
    In the unlikely event of goods taking longer than 14-20 working days, you will be contacted by a customer service representative who will give you an option for the order to be cancelled if the lead time is unsuitable without penalty to the consumer.
    We will deliver the goods only to the Billing address of where the credit, debit card or PayPal confirmed address is registered to. It is important that this address is accurate. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence).
    Delivery charges vary according to the type of goods ordered and cannot be refunded unless it falls into sections 10.0 of our terms & conditions.

Please remember you can also track your order by logging into your account at any


2.0 Returns & Cancellation Policy

2.1 Under the Consumer Contracts Regulations 2013 you have the legal right to cancel your order for goods which starts the moment you place your order and ends 14 days from the day you receive your goods (with the exception of any Bespoke made to order items or SPECIAL ORDER non-stocked items).
    To return or cancel goods for any reason please email customers services or write in at the address shown in section 8.0, a telephone call will not be accepted as a notice of cancellation. Please tell us reason relating to the purpose of the return.
    Goods returned without an email or written notification will not be accepted.
    The fitting cannot have been installed, used or modified in any way.
    It must be returned in original condition and packaging, complete with lamps and any other parts supplied & manuals for a complete refund or exchange (re-shipping charges apply). Arrow Electrical can reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.
    Arrow Electrical will not refund products which have been printed, customised, express delivery options, ANY return postage.
    Arrow Electrical will not be held responsible for goods damaged or lost in the post while in transit to us. Your statutory rights are not affected.

2.2 Goods must be returned at customers own cost. NOTE: It is always best to send your Parcel back in a manner that is trackable (e.g. Royal Mail Special Delivery). We cannot be held responsible for non-receipt of returns that cannot be tracked.

2.3 If goods have been received damaged we will arrange a collection and any replacements of the damaged goods at our expense; however Arrow Electrical will not be liable for any other losses caused by this inconvenience including any Electricians fees or builders fees. Any collections arranged by Arrow Electrical will be made during normal working days between the hours of 9am-6pm     

2.4 Refunds will only be made to the original payment card on receipt of a copy of the original sales receipt.

2.5 We have the right to refuse refunds for the failure to meet the above criteria

2.6 If you decide to cancel and return the goods within these time limits, your payment will be refunded within 14 days of receiving goods back or evidence of return is provided.

2.7 In the event you are not able to return the products as detailed above, a collection can be arranged for you, however the courier collection charge of £29.99 will be deducted from the refund this will be a unspecified time and date which you will be required to wait the whole day for collection.

3.0 Payment & Acceptance

3.1 All prices are currently listed only in GBP.

3.2 All prices are inclusive of VAT at the current rates where applicable and are correct at the time of entering the information onto the system.

3.3 All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery of you order.

3.4 The payment charge is made at the point of the online payment screen. Acceptance of payment and funds being debited from your account does not mean we are accepting the contract and if we refuse to fulfil the order for whatever reason we will then refund your order back onto the same method of payment initially used to make payment. Please allow 7-10 workings for any refund under this condition to show back on to the account.

3.5 We accept, VISA, Mastercard, VISA Debit, Maestro and PayPal.
There will be no acceptance of any other currencies on any condition.

3.6 By clicking the 'Proceed to Payment' button you agree to these terms and conditions. By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.

4.0 Privacy Notice  - Click link to see out latest Notice accordance to GDPR

uch sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

5.0 General

5.1 Arrow Electrical shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on this website.

5.2 All rights, including copyright, in this website are owned by Viva Enterprises Ltd T/A Arrow Electrical. Any use of the site or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the written permission of Arrow Electrical.

5.3 We have taken every care in the preparation of the content of this website. To the extent permitted by applicable law, you agree that we will not be liable to you/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to Arrow Electrical products

5.4 Arrow Electrical total liability for any claim howsoever arising shall not exceed the price of the goods supplied by Arrow Electrical to the customer, together with any postage costs incurred. Arrow Electrical shall not be liable for any consequential customer loss whether this arises from a breach of duty in contract or in any other way.

5.5 Arrow Electrical reserves the right to change or amend these terms and conditions without notice.

6.0 Product Information & Availability

6.1 Arrow Electrical will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at time when the relevant information was entered onto the system. We reserve the right to refuse accept orders where product information has been published incorrectly including prices and promotions.

6.2 Every effort has been made to accurately display the colours of our products on the website. However, we cannot guarantee that the colours you see will accurately reflect the product as this will depend on your monitor's display of the colours.

6.3 All orders are subject to acceptance and availability. If the Goods you have ordered are not available from stock, we will contact you by e-mail or phone (if you have given us details). As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change due to several branches having access to live stock. You will have the option either to wait until the item is available from stock or to cancel your order.

6.4 All products conform to British and EN standards. All products manufactured by vetted sources in accordance with current legislation at the time of purchase.

6.5 Dimensions, descriptions, finishes and wattages are given as a guide only to assist the consumer and therefore do not constitute a legally binding contract. For example height measurements are provided excluding chain land ceiling fixture where applicable, as there is a variable involved.

6.6 Lamps are supplied with all products where specified.

6.7 All Images are for illustration purposes only.    

7.0  Comments, Communications and other Content

7.1 Visitors may post, comments, and other content so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious of third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of spam. You may not use a false email address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. Arrow Electrical have the right (but not the obligation) to remove or edit such content.

8.0 Contacting Us
We can be contacted by the following means
    Telephone: 020 8450 0000 Fax: 020 8450 4600
Postal address: Arrow Electrical 245-247 Cricklewood Broadway London, NW2 6NY
Our working hours are Monday to Friday 9.00am to 5.00pm

9.0 Installation
    A qualified electrician must install all products supplied.
    All products purchased must be carefully checked by your builder or electrician to see if it suitable for installation in the area required before you purchase.
    All products must be earthed where necessary.
    The mains supply must always be isolated prior to installation.
    N.B. incorrect installation can deem warranty void.
    Installation accessories such as screws and raw plugs etc.. are not supplied.
    Liability will not be accepted for any personal damages such as electrocution due to improper installation. Your statuary rights are not affected.

10.0 Faulty Goods

    Any damages, faults, shortages or incorrect goods must be notified within 48 hour of receipt. You must also state on the couriers delivery note any visible damage to the packages; 
    Arrow Electrical cannot accept responsibility after this period.
    Faulty or damaged goods will be replaced or refunded in full in accordance with . Returns policy & Section 2.3)
    Arrow Electrical will in no way be liable for any costs incurred due to faulty goods or shortages, such as electrician's fees or time taken from place of employment etc.

11.0 Warranties

All our products are manufactured to the highest quality, the vast majority in a hi-tech facility in the United Kingdom.  A 12 month back to base warranty is offered on all of our light fixtures with the exception of light bulbs. You are required to contact our sales team for further information on individual products. All products are warranted against manufacturing defects, except for all moving parts. Arrow Electrical reserves the right not to apply the warranty in cases of inappropriate use or when the product has been tampered with by a third party or interventions by non-authorised personal. A qualified and insured electrician must carry out installation of all goods otherwise the warranty is void.  You will be required to send the product back to us in a safe & secure manner using a reputable tracked method as your own cost. When we receive the item we will then send the item back to the relevant manufacturer for thorough testing to determine the cause of the defect. Only when the results of the findings are known, will we then proceed to repair or replace the product if it has been found to be a manufacturer's defect.