Delivery & Returns
1. Terms and Conditions of Supply
1.1 This page together with our Privacy & Cookies Policy and Terms of Website Use & Acceptable Use Policy tells you information about who we are, how we will provide products listed on our website to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.2 These Terms and Conditions of Supply (the ‘Terms’) will apply to any contract between you and us for the sale of products to you, unless you are a business customer and we have agreed other terms with you in writing. Please read these Terms carefully and make sure that you understand them, before you submit your order to us.
1.3 Where certain clauses apply only to business or consumers we have stated that clearly. If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase products.
1.4 You should print a copy of these Terms or save them to your computer for future reference.
1.5 We amend these Terms from time to time. Every time you wish to order products, please check these Terms to ensure you understand the Terms which will apply at that time.
2. Information about us and how to contact us
2.1 We are IIUVO Limited, a company registered in England and Wales. Our company registration number is 09479823 and our registered office is at First Floor Thavies Inn House / 3-4, Holborn Circus, London, England, EC1N 2HA. Our registered VAT number is 214502551.
2.2 You can contact us by writing to us at firstname.lastname@example.org.
2.3 If you don’t understand any of these Terms and want to talk to us about them, please use the contact details above to get in touch.
2.4 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
3. Information for consumers
3.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
(a) visit the relevant product page of this website;
(b) read the email we send to you to acknowledge your order; or
(c) contact us using the contact details above.
3.2 The key information we give you by law forms part of these Terms (as though it is set out in full here).
3.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
4. Your privacy and personal data
4.1 Our Privacy and Cookies Policy is available [here].
5. Ordering from us
5.1 Below, we set out how a legally binding contract between you and us is made.
5.2 You place an order on the website by adding products to your ‘cart’ and following the checkout process. Please read and check your order carefully before submitting it.
5.3 Please note that we cannot accept orders for products to be delivered to Australia, Canada, New Zealand, Israel, UAE, or countries in Africa.
5.4 When you place your order at the end of the online checkout process, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
5.5 We may contact you to say that we do not accept your order. This is typically for the following reasons:
(a) the products are unavailable;
(b) we cannot authorise your payment;
(c) you are not allowed to buy the products from us;
(d) we are not allowed to sell the products to you;
(e) you have ordered too many products; or
(f) there has been a mistake on the pricing or description of the products.
5.6 If we are unable to accept your order, we will inform you of this and will not charge you for the product.
5.7 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us, and we will then dispatch the products to you.
5.8 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
5.9 If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.
6. Right to cancel (consumers)
6.1 If you are a consumer you have the right to cancel this contract within 14 days without giving a reason.
6.2 You have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive the last delivery to change your mind about the products.
6.3 You also have the right to:
(a) cancel the contract if what you have bought is faulty or misdescribed (or to get the product repaired or replaced); and
(b) cancel the contract because of something we have done, or because of changes we are proposing to make, including:
(i) we have told you about an upcoming change to the product or these Terms which you do not agree to;
(ii) we have told you about an error in the price of description of the product and you do not wish to proceed;
(iii) there is a risk that supply of the product may be significantly delayed because of events outside our control;
(iv) we have suspended supply of the product for technical reasons, or notify you we are going to suspend them for technical reasons; or
(v) we have done something wrong.
6.4 To end the contract with us, please let us know by emailing us at the email address above or writing to us at the address above. Please provide your name, home address, details of the order and, where available, your phone number and email address, including details of what you bought, when you ordered or received it and your name and address.
7. Effect of cancellation (consumers)
7.1 Unless clause 7.3 applies, if you are a consumer and you cancel this contract, we will reimburse to you all payments received from you (if any), including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
7.2 We will refund you by the method you used for payment, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
7.3 Our special packaging is an important feature of each of our products so do not remove the product packaging if you think you may want to cancel this contract – if you cancel and any product is returned in a condition which means it is not resaleable (including due to damage to packaging), we reserve the right to refuse a refund. This does not affect your statutory rights.
7.4 We will make the reimbursement due without undue delay, and not later than:
(a) 14 days after the day we received back from you any products supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the products; or
(c) if there were no products supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
8.1 We use a third party logistics delivery providers to deliver our products. Your delivery options will be shown at the beginning of the checkout process.
8.2 The estimated date for delivery of the products will be set out during the checkout process.
8.3 If our supply of the products is delayed by an event outside our control then we will contact you to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
8.4 Delivery of the products will take place when we deliver them to the address that you gave to us.
8.5 Unless you and we agree otherwise, if we cannot deliver your products within 30 days, we will:
(a) let you know;
(b) cancel your order; and
(c) give you a refund.
8.6 You are responsible for the products when delivery has taken place. In other words, the risk in the products passes to you when you take possession of the products.
8.7 You own the products once we have received payment in full.
8.8 We may deliver your products in instalments.
8.9 If you order products from our website for delivery to a location outside the United Kingdom, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.
9. Price and Payment
9.1 The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct.
9.2 We accept payment using Visa, Mastercard, American Express and Stripe.
9.4 Your credit card or debit card will only be charged when the products are dispatched.
9.5 Payments by credit card or debit card need to be authorised by the relevant card issuer. Extra security steps may also be used, e.g. Verified by Visa.
9.6 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
9.7 You must pay for the products before we dispatch them. If your payment is not received by us and you have already received the products, you:
(a) must pay for such products within 10 days; or
(b) must return them to us as soon as possible. If so, you must keep the products in your possession, take reasonable care of them (including ensuring that you follow any instructions given with the products) and not use them before you return them to us.
9.8 If you do not return any products (such as where you have not paid for them) we may collect the products from you at your expense. We will try to contact you to let you know if we intend to do this.
9.9 If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of Barclays Bank PLC from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
9.10 Nothing in this clause affects your legal rights to cancel the contract under clause 6.
9.11 The price of each product:
(a) is in pounds sterling (£)(GBP);
(b) includes VAT at the applicable rate; and
(c) does not include the cost of delivery.
10. Nature of the goods
10.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, goods must be: of satisfactory quality; fit for purpose; and match the description, sample or model.
10.2 We must provide you with products that comply with your legal rights.
10.3 The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that each image or your computer’s accurately reflects the colour of the products. Your product may vary slightly from those images.
10.4 The packaging of the product may vary from that shown in images on our website.
11. Our rights to make changes
We may change the products to reflect changes in relevant laws and regulatory requirements; and/or to implement minor design adjustments and improvements. These changes will not affect your use of the product.
12. Faulty goods
12.1 Please contact us using the contact details at the top of this page, if you want:
(a) us to repair the products;
(b) us to replace the products;
(c) a price reduction; or
(d) to reject the products and get a refund.
12.2 Please note that if you wish to exercise your legal rights to reject faulty or misdescribed products you must post them back to us.
12.3 Nothing in these Terms affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
12.4 For more detailed information on your rights and what you should expect from us, please: contact us using the contact details at the top of this page; or, if you are a consumer, visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.
13. End of the contract
13.1 If this contract is ended it will not affect our right to receive any money which you owe to us under these Terms.
14. Limit on our responsibility to you
14.1 If you are a consumer, except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal data, we are not legally responsible for any:
(a) losses that:
(i) were not foreseeable to you and us when the contract was formed;
(ii) that were not caused by any breach on our part;
(b) business losses; and
(c) losses to non-consumers.
14.2 If you are a business customer, nothing in these Terms limits or excludes our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
(d) defective products under the Consumer Protection Act 1987.
14.3 If you are a business customer, subject to clause 14.2, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Terms for:
(a) any loss of profits, sales, business, or revenue;
(b) loss of business opportunity;
(c) loss of anticipated savings;
(d) loss of goodwill; or
(e) any indirect or consequential loss.
15.1 We will try to resolve any disputes with you quickly and efficiently.
15.2 If you are unhappy with the products, our service to you; or any other matter, please contact us as soon as possible.
15.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
(a) let you know that we cannot settle the dispute with you; and
(b) give you certain information required by law about our alternative dispute resolution provider where applicable. Until 31 December 2020 you may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit click here.
15.4 If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.
15.5 The laws of England and Wales will apply to this contract.
16. Third party rights
No one other than a party to this contract has any right to enforce any term of this contract.