Terms & Conditions

Last updated: 27 October 2026

If anything here is unclear, call us on 01275 853368 or ask in the shop.

1. Who we are

John Brown Hardware is run by John Brown, trading as John Brown Hardware, an independent family hardware shop at 90 High Street, Nailsea, Bristol BS48 1AS. You can call us on 01275 853368, email info@johnbrownhardware.co.uk, or visit us. Opening hours are on our Visit Us page.

2. What the website is for

Our website lets you browse products we can bring in for you and find out about the shop. You cannot buy or pay on the website. We offer free local delivery for larger items (see section 7).

The shop sells two kinds of product:

• Shop stock: items physically on our shelves in Nailsea.
• Supplier-order items: items held by one of our regular suppliers, which we can order in for you to collect, normally with our weekly delivery.

Most of the online catalogue is supplier-order items. When a product page says “Available to order”, it means our supplier’s records show stock, not that the item is in our Nailsea shop. Our live shop stock is not shown online. If you need something today, call us: it may already be on our shelves.

3. Product information

We take product names, descriptions, images and specifications from our suppliers and manufacturers, and we try to keep them accurate. Images are for illustration, and packaging, colour or design may differ slightly. If a detail matters to you, such as a size, a fitting or compatibility, please ask us to check before you buy. Whatever we tell you about a product, and the information on its page, forms part of what you are entitled to expect from it under consumer law.

4. Asking us to reserve an item

You can ask us to reserve an item by email (each product page has an “Email about this product” button), by phone, or in person. Please tell us the item, the product reference if shown, the quantity, your name and a phone number.

We will reply to confirm:

• the price you will pay, including VAT;
• whether the item is available from our supplier;
• when we expect it to be ready to collect; and
• for large special orders, such as benches, kitchen units and worktops, that the item can’t be returned for a change of mind (see Returns & Refunds).

We do not promise a collection date until our supplier has confirmed it. Supplier stock and delivery times can change; if anything changes we will tell you as soon as we can.

5. Reservations do not commit you to buy

A reservation is not a purchase. You do not pay anything in advance, and you are free to decide not to buy when you see the item. There’s no charge for reserving or collecting an item, and no cancellation or no-show charge. If you change your mind before collection, please let us know so we can offer the item to someone else.

We’ll hold a reserved item for one week after telling you it’s ready. After that, we may put it back into stock or sell it to another customer. Just ask if you need longer.

6. When you buy

The contract to buy is made in the shop, at the counter, when you choose to buy and pay. Until then, neither you nor we are bound to the sale. You can pay at the counter by card or cash, and you’ll receive a receipt.

We don’t take binding orders or payments by phone or email. Everything is decided and paid for in the shop, including items we deliver.

7. Free local delivery for larger items

For larger items, free delivery may be possible in our local area only. Contact the shop to ask. If we can deliver, we’ll agree the details and a day with you before you buy.

You buy and pay for the item in the shop first, as with any other purchase. We then deliver it to you.

The item is our responsibility until it’s delivered to you. If we can’t deliver on the agreed day, we’ll contact you to rearrange.

8. Prices

All prices are in pounds sterling and include VAT.

Prices in the online catalogue are for supplier-order items brought in with our weekly delivery. The same product on our shelves on the day may have a different price, because we may buy it through a different supplier. The price we confirm when we reply to your reservation is the price we will charge for that reserved item. If our supplier’s price changes before your item arrives, we will tell you before you come in, and you can decide not to go ahead.

Some products show “Ask us for a price”. Please contact us and we will give you a price before you decide.

9. Mistakes in prices or descriptions

We check our catalogue, but with thousands of products, mistakes can happen. Because you only buy in the shop, we will always confirm the price before you pay. If we find a mistake in a price or description, we will tell you, and you can choose whether to go ahead at the correct price.

10. Availability and substitutes

Supplier stock can sell out or be discontinued. If an item you reserved is no longer available, we will tell you. We may suggest an alternative, but we will never substitute a different product without asking you first, and you are free to decline it.

11. Your statutory rights

Nothing in these terms affects your legal rights as a consumer. Under the Consumer Rights Act 2015, goods you buy must be of satisfactory quality, fit for purpose and as described. See our Returns & Refunds page for what to do if something is wrong. For independent advice, contact Citizens Advice.

12. Your information

We only use your details to deal with your enquiry, reservation, purchase or delivery. See our Privacy & Cookies page.

13. Changes to these terms

We may update these terms when the way we work changes. The version on this page when you buy applies to that purchase.

14. Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

15. Questions

Call 01275 853368, email info@johnbrownhardware.co.uk or come into the shop. See Visit Us for our address and opening hours.