Terms of service

Terms of sale and website use

Last updated: 10 September 2026

1. Who we are

KIVO and ROCKEN are brands operated by Rocken Supply Group Ltd, company number 12926963, VAT number 441405724. Company correspondence address: 124 City Road, London EC1V 2NX, United Kingdom. Email: sales@rockensupplygroup.co.uk. Our website is rockensupplygroup.co.uk. This correspondence address is not a returns warehouse.

2. Consumer and business orders

A consumer buys wholly or mainly for personal purposes outside their trade, business, craft or profession. Business orders are purchases for commercial purposes. We identify additional trade or custom-order terms in a written quotation or agreement before the order is accepted. Nothing in these terms removes mandatory consumer protections or other rights that cannot lawfully be excluded.

3. Product information and suitability

Review the product description, connection size, materials, operating pressure and temperature limits, and system compatibility before ordering. Images are illustrative; they do not replace stated specifications. Contact us if information is unclear or you need advice about a specific application. Goods supplied must meet the contractual description and applicable legal requirements. We will not make a material substitution without your agreement.

4. Prices, payment and order acceptance

The checkout shows the currency, product price, applicable taxes and delivery charges before payment. Consumer prices must include applicable VAT; any trade quotation showing prices excluding VAT will identify this clearly and state the tax treatment. Payment methods are those offered at checkout or agreed in writing. We do not provide credit terms unless expressly agreed.

Submitting an order is an offer to buy. An automated acknowledgement confirms receipt, rather than acceptance. We accept your order when we send an express acceptance or dispatch confirmation, unless a written quotation expressly provides another acceptance procedure. If we cannot accept an order, for example because stock is unavailable or a material pricing error has occurred, we will tell you and refund any payment for the unaccepted order promptly. We will not increase an accepted price without your agreement. These provisions do not permit arbitrary cancellation of an accepted contract.

5. Delivery, cancellation and returns

Our Delivery and shipping policy and Returns, cancellations and refunds policy form part of these terms. They explain delivery arrangements, consumer cancellation rights, our additional 30-day return policy and how refunds are processed. Contact us for the correct return address before sending goods. Requesting instructions does not make a statutory cancellation dependent on our approval.

6. Installation and safe use

Follow the product-specific instructions and applicable installation requirements. Use a suitably qualified installer where required by the product or the work involved. Check compatibility and inspect goods before installation. Do not use a product outside its stated operating limits or continue using it if you suspect a safety defect. Contact us with the product code and installation details if a concern arises. We do not supply installation services unless expressly agreed.

Installation or opening packaging does not automatically remove rights concerning faulty or misdescribed goods. Damage actually caused by misuse, unsuitable application or incorrect installation is distinct from a product defect; we assess the cause rather than apply a blanket refusal.

7. Warranty and after-sales support

Any additional commercial warranty, its provider, duration, scope and claim conditions are those expressly stated for the specific product at purchase or in a written agreement. We do not advertise a universal warranty period for all products. Keep proof of purchase and, where relevant, installation and maintenance records.

To report a problem, email your order number, product code, description of the fault and relevant photographs or installation details if available. We will explain the assessment and appropriate next steps. Do not send goods to our correspondence address; we provide return or inspection instructions directly. Any chargeable work or service outside your legal rights or warranty cover requires your agreement in advance. A manufacturer's guarantee is additional to your rights against us as seller, and an expired warranty does not by itself end those rights.

8. Wholesale and trade orders

For wholesale enquiries, provide product codes, quantities and the delivery destination. The written quotation will specify any minimum order quantity, VAT treatment, quote validity, payment schedule, lead time and delivery arrangements. Unless we have agreed otherwise, no ongoing discount, credit facility, exclusivity or minimum stock availability is promised. Trade change-of-mind returns must be agreed in writing. This does not remove contractual or statutory remedies for defective or incorrectly supplied goods.

9. Custom and own-brand products

For a custom or own-brand project, the written agreement must identify the approved specification or sample, quantities, branding permissions, price, any deposit, production approval stage and delivery arrangements. Please check drawings, dimensions and artwork before approving production. Changes after approval require written agreement on feasibility, price and timing.

Cancellation charges or any non-refundable deposit terms must be disclosed and agreed before commitment, must be lawful and fair, and must take account of work performed, unavoidable costs and losses reasonably mitigated. We do not impose an automatic forfeiture of all payments. Consumer change-of-mind exceptions for genuinely bespoke or personalised goods will be explained before purchase; they do not remove rights concerning defects or failure to meet the agreed specification.

Written approval before production

The order confirmation must identify the version of the drawing, specification, artwork or sample being approved, including relevant dimensions, connections, materials, finish, quantities, packaging and any agreed tolerances. Approval must be given in writing, including by email, by you or your authorised representative. Silence is not approval. Production requiring approval will not begin until the necessary approval and any agreed payment are received. If approval or customer-supplied information is delayed, we will notify you of the effect on the agreed schedule.

Please check information you supply and tell us promptly about errors. Your approval records the agreed requirements, but does not excuse our failure to meet them, defects in goods, or responsibilities that cannot lawfully be excluded. Any discrepancy between a sample, drawing and order description must be resolved in writing before production.

Changes, additional costs and cancellation

After approval, a request to change specifications, artwork, quantities or packaging must be made in writing. We will explain whether the change is feasible and identify any reasonable additional design, sampling, materials, production or delivery costs and revised timing before asking you to accept it. No additional charge or revised specification is agreed merely because you request a change. If no change is agreed, the existing contract remains in place, subject to applicable cancellation rights. We will take reasonable steps to avoid unnecessary costs. Where customer-requested cancellation gives rise to a lawful charge, we will explain its basis and take account of costs saved and amounts recoverable through reuse or resale.

Customer artwork and own-brand permissions

You must own or have sufficient permission to use the logos, artwork, designs and other materials you ask us to reproduce. On reasonable request, provide evidence of that permission. You grant us permission to use those materials only as needed to quote, sample and fulfil your order, including through relevant production providers. Ownership of your pre-existing rights remains with you; purchasing goods does not itself transfer our or a third party's pre-existing designs, manufacturing know-how or intellectual property. Any ownership or licence for newly commissioned artwork or tooling must be agreed in writing before work starts.

If there is a credible concern about infringement or unlawful content, we may pause the affected work while seeking clarification and will notify you promptly. We will discuss a lawful alternative and the contractual next steps if the issue cannot be resolved. This does not create an automatic right to retain all payments. We will not use your non-public artwork or identify your project in promotional material without your permission.

10. Complaints

Email sales@rockensupplygroup.co.uk with the subject “Complaint”, your order reference, the issue and the outcome you seek. We will acknowledge and investigate the complaint, request any information needed and keep you informed of progress. If it is unresolved, ask for a further review and a written final response. Where applicable, we will provide information about an appropriate alternative dispute resolution provider and whether we are obliged or willing to participate. You remain free to seek independent advice or use the courts.

11. Liability and statutory rights

We are responsible for loss or damage for which we are legally liable, including foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be limited. Consumer statutory rights remain unaffected. Any separate business liability provisions must be expressly agreed and lawful.

12. Website content and personal information

Use this website lawfully and do not interfere with its security or misuse its content. Product documentation and brand materials may be used to evaluate and use our products; other reproduction requires the relevant rights holder's permission unless allowed by law. Our Privacy policy explains how personal information is handled. Marketing choices are separate from accepting these sale terms, and you may unsubscribe from marketing messages.

Brand and product materials

KIVO and ROCKEN names, logos and materials that we own or license may not be copied, altered or used to suggest sponsorship, exclusivity or authorised-dealer status without the relevant permission, except where the law permits. A purchase alone does not appoint the buyer as an authorised distributor. Customers may use supplied instructions and technical documentation to assess, install, maintain and use the products. Business customers seeking product images or branding for resale listings should contact sales@rockensupplygroup.co.uk for the permitted materials and terms of use. Nothing here restricts lawful resale, truthful product identification, statutory exceptions or honest reviews.

Private quotations and project confidentiality

For business and custom projects, each party must protect non-public pricing, drawings and project information identified as confidential, or reasonably understood to be confidential, and use it only to evaluate or perform the project. It may be shared with staff, professional advisers and necessary service or production providers who need it for that purpose and are subject to appropriate confidentiality obligations. This does not cover information already lawfully known, independently developed, lawfully received without restriction, or publicly available without a breach. Disclosure required by law, to regulators, for legal advice or to exercise legal rights is permitted. Public catalogue prices and product specifications are not made confidential by this clause. Project-specific confidentiality terms must be supplied and agreed before commitment.

13. Changes and governing law

The terms in force when your order is accepted apply to that order; later updates do not retrospectively change it without your agreement. These terms are governed by the law of England and Wales, subject to any mandatory protections applicable to consumers in their place of residence. Consumers may bring proceedings in the courts available to them under applicable law; this clause does not require them to give up those rights.