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
Part B applies to anything you buy from our gear store. It does not apply to buying a van, which is covered by Section 6.
The gear store sells hardware made for the vans we build — our pop-top, our roof racks, a side ladder, and the boxes, bars, fans and solar panels that mount to them. Some of it is bought through the basket, and some of it starts with an enquiry, because the larger products only fit certain vans and are fitted at our workshop. Section 8 explains which is which.
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
How you order depends on what you are buying.
Smaller items — brackets, cross braces, storage boxes, the fan and the solar panel — are bought through the shop. Add them to your basket and follow the steps at checkout. You can review what you have chosen, change quantities, remove items and correct anything you have typed at any point before you confirm payment.
Our pop-top, our roof racks and our side ladder are not sold through the basket. They only fit certain vans and they are fitted at our workshop, so they start with an enquiry instead. You tell us about your van, we confirm whether it fits, and we quote you a price and a date.
When a contract between us comes into being:
- For items bought at checkout, when we email to confirm the goods have been dispatched, or — for items we fit — when we confirm your fitting appointment.
- For items bought by enquiry, when we confirm your booking in writing after your booking fee has been paid. Our quotation is not a contract, and neither is your booking fee on its own.
When you place an order at checkout we will send you an email acknowledging it. That acknowledgement is not acceptance of your order.
We may decline an order or an enquiry. The usual reasons are that an item is out of stock, that we have spotted a pricing or description error, that we cannot deliver to your address, or that your van is not suitable for the product. If we decline, 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 or booking confirmation. 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.
For items bought at checkout, we take payment when you place your order.
For items bought by enquiry, you pay in two stages. A booking fee of £500 reserves your product and your place in our workshop diary — we invoice you for it once we have agreed your specification and a date. The booking fee comes off the total. The balance is invoiced before the product is fitted or leaves us, and we will tell you the exact figure in writing before you pay anything.
Card payments made on this website are handled by Stripe, our payment provider. Your card details go to Stripe directly and are not stored by us. Invoices we send you are paid by bank transfer or PayPal, using the details shown on the invoice.
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 or fitting, and you can either confirm at the correct price or cancel for a full refund.
10. Delivery and collection
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.
Some products are too large to send by courier. Our pop-top and our front storage box are collected from our workshop at Unit 2, Tickfold Farm, Kingsfold, or delivered by an arrangement we quote separately. Where collection is the only option, that is made clear before you pay.
Collection. We will tell you when your product is ready and agree a collection time with you. We will hold it for 30 days from that date at no charge. After that, please talk to us — we have limited space and may need to make a storage charge, which we would tell you about first.
When we will deliver. Where we have not agreed a date with you, we will deliver within 30 days of the contract being formed. Where you have ordered something we make to a build slot — our pop-top, for example — we will agree a longer period with you and confirm it in writing before you pay. If something is going to take longer than we told you, we will let you know as soon as we do.
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 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.
Goods become your responsibility once they are delivered to the address you gave us or collected from our workshop, and remain our property until we have received payment in full.
11. Products we fit at our workshop
Most of what we sell is fitted at our West Sussex workshop rather than sent out by courier. Our roof racks and our side ladder are fitted only. Our pop-top can be fitted by us or supplied for you or your builder to fit. The smaller accessories are fitted when we fit the product they attach to.
Your van has to be suitable, and we check before you pay. Our roof racks fix into the factory roof holes and our pop-top needs a hatch cut into the roof, so we need clear access inside and out. Our side ladder integrates into our own roof rack and will not fit a van without one. That is why these products start with an enquiry — we would rather tell you it will not work than take your money and find out afterwards.
What we need from you. We can only tell you whether something fits from what you tell us about your van, so please make sure it is accurate and complete — in particular whether the van has been lined, boarded or altered inside, and whether anything is already mounted to the roof. If anything changes between your booking and your fitting date, tell us, and we will check it again before you bring the van in.
If your van turns out not to be suitable after you have paid:
- If we got it wrong on the information you gave us, we will tell you and refund everything you have paid, including the booking fee.
- If the information we were given was wrong or incomplete — the van had been lined, altered, or had something mounted to the roof that we were not told about — and we only find that out once the van is with us, the workshop day is lost and we cannot fill it. In that case we will keep the booking fee, which is what a day in the workshop costs, and we will talk to you about whether the work can be done another way.
Two things are worth knowing before you commit to a fitted product. We will set them out again when we confirm your booking, and ask you to confirm you have understood them:
- You can cancel before the fitting. Your cancellation rights are in Section 12, and the position on booking fees is in Section 12A.
- 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.
Some products are too large to post back. Our pop-top and our front storage box have to come back to our workshop rather than by courier, and arranging and paying for that is your responsibility on a change-of-mind return. Talk to us first and we will tell you what is involved before you commit to anything.
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, and anything that has been used, fitted or altered. Faulty items in either of those categories are still covered by Section 13.
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.
12A. Booking fees and pre-orders
Our pop-top is sold as a pre-order, and our fitted products are booked into a workshop diary rather than taken off a shelf. Both start with a booking fee of £500.
What the booking fee is. It is a part-payment towards the price of your product, and it reserves both the product and a day in our workshop. It comes off the total. We only ask for it once we have checked that the product fits your van and agreed a date with you.
Moving your date. If your plans change, tell us and we will work out a new date with you. The first move is free. If we have to move it again we may need to charge for the workshop time we have held for you, and we will always tell you what that would cost before you decide.
If you cancel. More than two weeks before your agreed fitting date, we will refund your booking fee in full. Inside two weeks we will keep it, because by then we have begun preparing your build, holding stock for it and setting aside the workshop day, and we cannot recover that at short notice.
If your product is being supplied without fitting, no workshop day is held for you, and your booking fee stays refundable in full until you collect it.
If we are the reason. If we cannot meet the date we agreed, if we told you your van was suitable and it turns out not to be, or if the product is not as described, you may cancel at any time and we will refund everything you have paid.
The one exception is where the van is not suitable because of something we were not told about — see Section 11. A workshop day held for a van that cannot be worked on is a day we cannot fill, and in that case we keep the booking fee.
Delivery timing. We will tell you the delivery window before you pay a booking fee, and confirm it in writing. Nothing in this section affects your rights under Section 13 if something is faulty.
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.
13A. Our warranty
Our pop-top carries a one-year warranty against faults in materials and workmanship, covering fair wear and tear, from the date it is fitted or collected.
This warranty is in addition to your legal rights and does not replace them. Your rights under the Consumer Rights Act 2015 last longer than a year and are not affected by anything in this section.
If you think something is covered, email hello@onyxvans.com with your order or booking reference and a description of the problem, and we will tell you what happens next.
14. Trade and business customers
If you are buying in the course of a business, the consumer cancellation rights in Sections 12 and 12A 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 our pop-top and roof racks supplied loose rather than fitted, please email trade@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.