Terms of sale

Last updated 7 October 2026.

1. About these terms

These terms apply to every order you place with E2 Wholesaler, whether you order online, by email or by phone. Please read them before you order. By placing an order, you agree to them.

E2 Wholesaler is run by E2 Wholesaler Ltd, a company registered in England and Wales. Our address is Unit 2, Riverside Trade Park, Grays, Essex RM20 0AA.

You can call us on 020 4610 0729, Monday to Friday, 8am to 5pm. For new orders and quotes, email info@e2-wholesale.co.uk. For help with an existing order, email accounts@e2-wholesale.co.uk.

We may update these terms from time to time. The terms that apply to your order are the ones shown on our website when you place it. Your use of our website is also covered by our terms of use. We handle your personal information as set out in our privacy notice.

2. Consumers and business customers

We sell to trade customers and to private buyers. Some of these terms work differently depending on which you are.

Consumer means an individual buying wholly or mainly for purposes outside their trade, business, craft or profession.
Business customer means anyone buying for their trade, business, craft or profession. This includes sole traders, partnerships and companies.

Where a term applies only to consumers or only to business customers, we say so. If you are a consumer, you have legal rights that these terms do not affect. See section 16.

3. Placing an order

Please check your order carefully before you submit it. Make sure the product, thickness, size, grade and quantity are right for your job.

When you place an order, we send you an email to acknowledge it. This acknowledgement does not mean we have accepted your order. The contract between you and us is formed when we email you to confirm that your goods have been dispatched, or that they are ready to collect.

We may decline an order. For example, if a product is not available, we cannot deliver to your address, there is an error in the price or description, or we cannot verify your payment. If we decline your order after you have paid, we refund you in full.

If we find an error in the price of goods you have ordered, we will contact you. You can then choose to go ahead at the correct price or cancel your order. If the error was obvious and you could reasonably have recognised it, we may cancel the contract and refund you, even after we have confirmed dispatch.

There is no minimum order value.

4. Prices and VAT

All prices are in pounds sterling.
Prices on our website are shown excluding VAT by default. You can switch to prices including VAT at any time using the VAT toggle.
VAT is charged at the current rate, which is 20%. It is added at checkout. Checkout shows the full amount including VAT before you pay.
Some products have price breaks, so the unit price drops as you buy more. Price breaks apply automatically, based on the quantity of each product line in your basket. Quantities of different products are not added together.
Delivery charges are calculated at checkout from your postcode and the weight of your order. You can see our delivery charges on our delivery page.
Our prices can change. The price that applies to your order is the price shown when you place it, unless there is an error (see section 3).

5. Payment

You can pay in one of these ways:

Debit or credit card at checkout. Card payments are taken when you place your order. Card payments are handled by our payment provider. We never see or store your full card number.
Bank transfer for larger orders. We send you a pro forma invoice with our bank details. We dispatch your order once the payment has cleared in our account.
Trade credit for business customers, through our credit partner. See section 6.

We will never email or text you to tell you our bank details have changed. If you receive a message like this, do not pay. Call us on 020 4610 0729 to check.

6. Trade credit

Business customers can apply to pay in 30 days through our credit partner. Trade credit is not available to consumers.

Only people authorised to buy on behalf of their company may apply. By applying, you confirm that you have that authority.
You get an instant decision from our credit partner, based on a soft credit check. A soft check does not affect your credit rating. A fuller (hard) credit check may follow after your first order.
Your credit limit and payment terms are set by our credit partner. Their own terms apply to your credit agreement, and you pay them, not us, by the due date on your invoice.
We share details of your application and your orders with our credit partner so they can assess your application and manage your account. Our privacy notice explains this.
If your application is declined, or an order would take you over your limit, you can still pay by card or bank transfer.
If our credit partner withdraws approval for an order before we dispatch it, we will ask you to pay another way before we send the goods.

Find out more on our trade credit page.

7. Delivery

Where we deliver

We deliver to UK mainland addresses in our delivery zones 1 to 4. Our delivery page shows the zones and charges. If your address is outside our zones, email info@e2-wholesale.co.uk before you order and we will tell you what we can do.

Kerbside delivery

All deliveries are kerbside only. This means:

The driver parks as close to your delivery address as it is safe to do so.
Goods are unloaded at the kerbside, or the nearest safe point to it.
We do not carry goods into buildings, through gardens, onto scaffolding or up stairs.

Unloading

You are responsible for unloading van deliveries. Our van drivers will help where they can. Please have enough people ready, as full sheets are heavy and awkward to handle.

Heavier loads come by truck-mounted forklift (Moffett) or by pallet network. The method is chosen at checkout based on the weight of your order. For forklift deliveries, the ground at the drop point must be firm and level, with clear access. If the driver decides it is not safe to unload, they may unload at the nearest safe point or return the goods to us.

Delivery times

Standard delivery aims to reach you within 1 to 3 working days for in-stock lines. Some lines show 3 to 5 or 5 to 7 working days on the product page.
Next working day delivery is free in Zone 1 for in-stock orders placed before 11am. Elsewhere, next working day delivery can be arranged at extra cost. Please contact us to arrange it.
We deliver between 8am and 5pm on working days. Working days are Monday to Friday, not including bank holidays. We cannot promise a specific time within that window.
We confirm your delivery date by email and by phone call or text, usually within 24 hours of your order.

Delivery times are estimates. We will do our best to meet them and we will tell you as soon as possible if there is a delay.

Please do not book labour or plant hire until your goods have arrived. For business customers, we are not liable for any indirect or consequential loss caused by late delivery, such as the cost of labour, fitters or plant hire. If you are a consumer and we do not deliver within 30 days, or by a date we agreed was essential, you can cancel your order and get a full refund.

Someone needs to be there

Someone must be at the delivery address to receive the goods, check them and sign the delivery note. If nobody is there, or the driver cannot deliver safely, we will contact you to rearrange. We may charge for a failed delivery and for redelivery.

Collection

You can collect from our warehouse by arrangement. Please contact us to book a time. We will help load your vehicle where we can. You are responsible for making sure your vehicle is suitable and your load is secure before you leave.

8. Checking your delivery

Please check your goods before the driver leaves.

Shortages or missing items: write them on the driver's delivery note and report them to us within 24 hours of delivery.
Visible damage: refuse the damaged items, or note the damage on the delivery note and take photos. Report it to us within 24 hours of delivery.

Email accounts@e2-wholesale.co.uk with your order number, a description of the problem and your photos.

If you are a business customer, we cannot accept claims for shortages or visible damage that were not recorded and reported in this way. If you are a consumer, please still tell us within these times. It helps us put things right quickly, but it does not affect your legal rights.

If you find a fault that was not visible on delivery, tell us as soon as you can and before you cut, fit or use the goods. Business customers must tell us within 7 days of delivery.

9. Risk and ownership

The goods become your responsibility once they are delivered. Delivery is complete when the goods have been unloaded at your delivery address, whether by our driver, by forklift or by you. If you collect, the goods become your responsibility once they are loaded onto your vehicle.

You do not own the goods until we have received full payment for them. For trade credit orders, this means payment from our credit partner.

If you are a business customer, until you own the goods you must store them so they can be identified as ours where reasonably possible. If payment is overdue, we may collect goods that have not yet been fitted or used.

10. Quantities and the sheet calculator

Our sheet calculator is a guide only. It works from the figures you enter. It may not allow for cutting waste, offcuts, grain direction, pattern matching or damaged edges.

You are responsible for checking the quantities, sizes, thicknesses and grades you order. We are not responsible if you order too few or too many sheets, including where you used the calculator. If you have ordered too many, our returns policy explains what you can send back.

Sheet sizes and thicknesses are nominal. They are subject to the manufacturer's tolerances. Small differences within those tolerances are not a defect.

11. Product information

Product descriptions and specifications come from the manufacturers. We take care to show them correctly, but please check the manufacturer's data sheet before you rely on them.
You are responsible for choosing products that are suitable for your use. This is especially important for structural, fire-rated, moisture-resistant and exterior applications. Check with your designer, building control or the manufacturer if you are unsure.
Fire-rated products only perform as stated when they are installed as the manufacturer instructs.
Timber and wood-based products vary naturally in colour, grain and texture. Natural characteristics within the product grade, such as knots, are expected. This natural variation is not a defect.
Product images are for illustration. Colours on your screen may look different from the actual product.
Only products identified as FSC certified on the product page and on your invoice are supplied as FSC certified.
If a product you ordered is not available, we will contact you. We will not send an alternative without your agreement.

12. Cancellations and returns

Our returns policy gives full details. In summary:

Consumers buying online, by phone or by email have 14 days to cancel and return standard stock items under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right does not apply to goods cut to size or ordered specially for you.
Business customers can return standard stock by agreement only, within 14 days of delivery. A restocking fee applies.
Special order lines (lines with a 3 to 5 or 5 to 7 working day lead time, and veneered MDF packs) cannot be returned unless they are faulty. Samples cannot be returned.

If you want to change or cancel an order before it is dispatched, contact us as soon as possible. If we have not dispatched it, we will cancel it and refund you. If you are a business customer and we have already ordered special order lines from our supplier for you, we may not be able to cancel those lines.

13. Faulty or wrongly supplied goods

If goods arrive faulty or damaged, or we send the wrong goods, we will replace them or refund you. We will also arrange and pay for collection. Please report the problem within the times in section 8.

Please do not cut, fit or use goods you think are faulty. Keep them flat, dry and protected until we have dealt with your claim.

We are not responsible for damage that happens after delivery. This includes damage caused by storing sheets outside, uncovered, in damp conditions or not lying flat.

14. Our liability

Nothing in these terms limits or excludes our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
anything else that cannot be limited or excluded by law.

If you are a consumer

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if you and we both knew it might happen when the contract was made. We supply goods for domestic and private use. We are not responsible for any business losses.

If you are a business customer

We are not liable for loss of profit, revenue, business, contracts, goodwill or anticipated savings.
We are not liable for the cost of labour, fitting, removal or plant hire, or for any indirect or consequential loss.
Our total liability for any order is limited to the price you paid for the goods concerned.
Except as set out in these terms, the terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are excluded to the fullest extent the law allows.

15. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control. Examples include severe weather, road closures, accidents, strikes, supplier failures, material shortages, fire, flood, epidemics and government action.

If this happens, we will tell you as soon as we can and do what we reasonably can to reduce the delay. If the delay is likely to be substantial, you or we can cancel the affected part of the order. We will refund you for any goods you have paid for but not received.

16. Your statutory rights

If you are a consumer, nothing in these terms affects your legal rights. In summary, under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you may be entitled to:

a full refund if you reject the goods within 30 days of delivery;
a repair or replacement after that;
a price reduction or a refund if a repair or replacement is not possible or does not fix the problem.

For more information, contact Citizens Advice at citizensadvice.org.uk, or Advice Direct Scotland if you live in Scotland.

17. Other important terms

We may transfer our rights and obligations under these terms to another organisation. You may only transfer yours with our written agreement.
No one other than you and us has any right to enforce these terms.
If a court decides that part of these terms is not valid, the rest of the terms still apply.
If we do not enforce a term straight away, we can still enforce it later.
If you are a business customer, these terms and your order confirmation are the whole agreement between us. Your own terms and conditions do not apply, even if they appear on your purchase order.

18. Law and disputes

These terms are governed by the law of England and Wales. Any dispute will be dealt with by the courts of England and Wales. If you are a consumer living in Scotland, you can also bring proceedings in Scotland. If you are a consumer living in Northern Ireland, you can also bring proceedings in Northern Ireland.

If you have a problem, please contact us first. Most issues can be sorted out quickly by talking to us.