Onyx Vans
Terms and conditions
These terms cover the use of this website, and the sale of items from our gear store. We have written them in plain English — if anything is unclear, please get in touch and we will explain.
They are in two main parts. Part A applies to everyone using this website. Part B applies if you buy something from our gear store. Buying an Onyx van is dealt with separately, in Section 6.
Part A — using this website
1. Who we are
This website is operated by Onyx Vans Limited, a specialist manufacturer of adventure campervans based in West Sussex. Where these terms say “we”, “us” or “our”, they mean Onyx Vans Limited.
- Registered name: Onyx Vans Limited
- Registered in: England and Wales
- Company number: 13902035
- Registered office: Unit 2 Marches Business Units, Tickfold Farm, Marches Road, Kingsfold, Horsham, RH12 3SE
- VAT number: GB406221736
How to reach us
- hello@onyxvans.com
- 01403 458 668, Monday to Friday, 9.30am to 4.30pm
- Unit 2, Tickfold Farm, Marches Road, Kingsfold, West Sussex, RH12 3SE — visits by appointment only
2. Using this website
By using this website you accept these terms. If you do not accept them, please do not use the site.
You may look at our pages, and print or download extracts for your own personal use — planning a build, comparing models, or sharing a page with your family. You may not use anything from this site for commercial purposes without our written permission.
Please do not misuse the site: no attempts to gain unauthorised access, no automated scraping of our content or images, and nothing that damages the site or interferes with anyone else’s use of it.
We may change, suspend or withdraw any part of this website at any time. We do not guarantee that the site will always be available or free of errors.
3. Prices on this website
Prices shown for our vans are starting prices, in pounds sterling and including VAT at the current rate. They are a guide to what a van costs, not an offer to sell at that price. Gear store pricing is dealt with in Section 9.
A price becomes fixed only when we have given you a written quotation for your own build and you have accepted it. Until then, prices on this site may change without notice.
The price configurator
Each model page has a “build your spec” tool that adds up the options you select and shows a running total. That total is an estimate for guidance only. It is not a quotation, and we are not bound by it.
It cannot take account of everything that affects a real build — base vehicle availability and cost, the details you discuss with us, anything bespoke, or changes to option pricing since you last used it. Please treat the number it gives you as a starting point for a conversation, not a price we have offered you.
4. Specifications and photographs
We develop our vans continuously, and the specification of any model may change. The details on this site describe our vans as they are built at the time of writing. We will confirm the specification of your own van in writing before you commit to a build.
Photographs and floor plans on this site are for illustration. Vans shown may include optional extras that are not part of the standard specification, and finishes, fabrics and materials may vary from what appears on screen. Where a page shows photographs of a van other than the model described, we say so on that page.
Lead times quoted on this site are estimates based on our current build schedule. We will give you a realistic timescale for your own build when we quote, and keep you updated as it progresses.
5. Enquiries and bookings
The forms on this site let you make an enquiry, register interest in a model, or book a call or a viewing. Sending an enquiry does not create a contract, place an order, or reserve a build slot, and it does not oblige either of us to go further.
Please give us accurate contact details so we can reply. What we do with the information you send us is set out in our privacy policy.
6. Buying an Onyx van
You cannot buy a van through this website. Every Onyx van is commissioned directly with us, and the sale is governed by a separate written order agreement covering the specification, the price, the payment stages, the deposit, the build timescale and your cancellation rights. We will give you that agreement in full before you commit to anything, and nothing on this website replaces it or forms part of it.
If the two ever disagree, your order agreement takes precedence over this website.
Part B below does not apply to vans. It covers the gear store only.
Part B — buying from the gear store
7. What Part B covers
Our gear store is not open yet. These terms apply to orders placed through it once it opens, and are published now so you can read them before you buy.
The gear store sells van hardware — roof racks, a side ladder, table mounts and door panels — and Onyx merchandise such as t-shirts, caps and stickers. Part B applies to those orders. It does not apply to buying a van, which is covered by Section 6.
If you are buying as a consumer, you have legal rights that these terms cannot take away, and nothing in Part B affects them. If you are buying for a business, different rules apply — see Section 14.
8. Placing an order
To order, add items to your basket and follow the steps at checkout. You can review what you have selected, change quantities, remove items and correct anything you have typed at any point before you confirm payment — the basket and checkout pages both let you go back.
When you place an order we will send you an email acknowledging it. That acknowledgement is not acceptance of your order. A contract between us comes into being only when we email to confirm the goods have been dispatched, or — for items we fit at the workshop — when we confirm your fitting appointment.
We may decline an order. The usual reasons are that an item is out of stock, that we have spotted a pricing or description error, or that we cannot deliver to your address. If we decline your order we will tell you and refund any payment taken, in full.
We do not file a copy of the contract for you to look at later, so please keep your order confirmation email. These terms are offered in English only.
9. Prices, VAT and payment
Gear store prices are in pounds sterling and include VAT at the current rate. Delivery charges are not included in the item price — they depend on what you are ordering and where it is going, and are shown to you at checkout before you pay.
We take payment when you place your order. Payments are handled by Stripe, our payment provider. Your card details go to Stripe directly and are not stored by us.
We take care with our pricing, but if we spot an obvious error — a price clearly wrong rather than simply lower than you hoped — we will contact you before dispatching, and you can either confirm the order at the correct price or cancel it for a full refund.
10. Delivery
We deliver to addresses in the United Kingdom only — England, Scotland, Wales and Northern Ireland. We do not ship overseas at the moment.
Delivery options, costs and estimated timescales are shown at checkout and vary by item — a sheet of stickers and a side ladder do not travel the same way.
Some postcodes cost more, take longer, or cannot be served for the bulkier items. The usual ones are the Scottish Highlands and Islands, Northern Ireland, the Isle of Man and the Isles of Scilly. Where a surcharge applies it is shown at checkout before you pay, and if we cannot get an item to your address we will tell you and refund you in full rather than leave you waiting.
The Channel Islands sit outside the UK for VAT purposes, so please contact us before ordering rather than checking out — we will sort out the pricing and the shipping with you directly.
Delivery estimates are estimates, not guarantees. Where we have not agreed a specific date with you, we will deliver within 30 days of the contract being formed. If something is going to take longer than we told you, we will let you know.
Goods become your responsibility once they are delivered to the address you gave us, and remain our property until we have received payment in full.
If nobody is there to receive a delivery, the courier will normally leave a card and try again. Please get in touch if a delivery has not arrived when you expected it.
11. Products we fit at our workshop
Some products are supplied fitted at our West Sussex workshop rather than sent out by courier. Our roof racks are fitted only. Our side ladder can either be delivered or fitted, and you choose at checkout.
For a fitted item, checkout books the product and we then arrange a fitting appointment with you. The product and the fitting are provided together, at the workshop.
Two things are worth knowing before you buy a fitted item. We will set them out again when you book your appointment, and ask you to confirm you have understood them:
- You can cancel before the fitting. At any point up to us carrying out the work you can change your mind, and we will refund you in full.
- Once a product has been fitted to your van we cannot take it back as a change-of-mind return, because it cannot come back to us in resaleable condition. If you would like us to remove it afterwards we can quote for that work, but the product itself is not refundable at that stage.
None of that affects your rights if something is wrong. If a fitted product is faulty, is not as described, or the fitting has not been carried out properly, you are fully covered by Section 13 — and we pay the costs of putting it right.
If you need a roof rack supplied loose rather than fitted, that is a trade enquiry — see Section 14.
12. Changing your mind, returns and refunds
If you are a consumer, the law gives you 14 days from the day your order arrives to change your mind about most things bought online, without giving a reason.
We give you 30 days. That is a longer window than the law requires, offered on top of your legal rights rather than instead of them.
To be accepted as a change-of-mind return, an item must be unused, in its original condition and packaging, and resaleable.
You pay to send a change-of-mind return back to us. We do not cover return shipping, and the cost of returning an item is not refundable. We would suggest a tracked service — we cannot refund an item that does not reach us, and until it does it is still your responsibility.
Where you paid for delivery on the original order, we refund the standard delivery cost. If you chose a faster or upgraded service, we refund what our cheapest standard option would have cost, not the upgrade.
Refunds go back to your original payment method within 14 days of us receiving the item.
This section is about changing your mind. If an item is faulty, damaged or not as described, we pay the return or collection costs — see Section 13.
Some things cannot come back on a change-of-mind basis: gift cards; anything used, worn, washed, fitted or altered; and stickers once opened. Faulty items in any of those categories are still covered by Section 13.
Ordered the wrong size or colour in our merchandise? As long as it is unworn, unwashed and in original condition, we will exchange it, subject to stock.
To start a return, email hello@onyxvans.com with your order number. Please get in touch before sending anything back, so we can confirm the right address. The full detail is in our refunds and returns policy, which forms part of these terms.
13. If something is faulty
Under the Consumer Rights Act 2015 the goods we sell you must be of satisfactory quality, fit for purpose, and as described. That applies to fitted products just as it does to anything we post.
If something arrives faulty or damaged, or turns out not to be as described, tell us within 30 days of receiving it and you can ask for a full refund. After 30 days we will repair or replace it, and if that is not possible we will refund you.
We cover the postage or collection costs on faulty items. You should not be out of pocket for something that is our fault.
14. Trade and business customers
If you are buying in the course of a business, the consumer cancellation rights in Section 12 do not apply to you, and the Consumer Rights Act protections in Section 13 are replaced by the equivalent terms implied by the Sale of Goods Act 1979. Everything else in Part B applies as written.
For trade enquiries, including roof racks supplied loose rather than fitted, please email hello@onyxvans.com rather than ordering through the store.
Part C — general
15. Our content
Everything on this site — the words, the photography, the floor plans, the designs, the model names and the Onyx Vans name and logo — belongs to us or is used with permission, and is protected by copyright and trade mark law.
Our photography is commissioned, and a good deal of it shows customers’ own vans. Please do not reproduce it, republish it, or use it in listings or advertising without asking us first. We are usually happy to say yes if you ask.
16. Links to other websites
Where we link to another website, we do so because we think it is useful. We have no control over those sites and are not responsible for their content or their privacy practices. A link is not an endorsement.
You are welcome to link to our home page, as long as you do so in a way that is fair and does not suggest any association or approval that does not exist.
17. Our responsibility to you
We take care to keep this website accurate and up to date, but we do not promise that everything on it is complete or free of errors at all times. Before you rely on anything here in making a decision, please check it with us.
We are not liable for any loss that arises from your use of this website, or from relying on its content, except where the law says otherwise. Where we are liable in connection with a gear store order, our liability is limited to the price you paid for the goods, except in the cases set out below.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for defective products under the Consumer Protection Act 1987, or for anything else that cannot be limited or excluded under English law. If you are a consumer, these terms do not affect your statutory rights.
18. Privacy and cookies
Our privacy policy explains what personal information we collect, why, and what your rights are. Where we use cookies that are not strictly necessary for the site to work, we ask for your consent first.
19. If something goes wrong
If you are unhappy with anything about this website, an order, or the way we have dealt with you, please tell us at hello@onyxvans.com or on 01403 458 668. We would rather hear about it and put it right.
Complaints about how we have handled your personal information are covered separately in our privacy policy, which explains your right to raise the matter with the Information Commissioner’s Office.
20. Changes to these terms
We may update these terms from time to time. The date at the top of this page shows when they were last revised, and the version in force is the one published here when you use the site. For gear store orders, the terms that apply are the ones published when you placed your order.
21. Governing law
These terms are governed by the law of England and Wales, and any dispute about them will be dealt with by the courts of England and Wales. If you are a consumer living elsewhere in the UK, you may bring proceedings in your own jurisdiction.