Please read the following important terms and conditions before you buy anything on our website and check that they contain everything which you want and nothing that you are not willing to agree to.
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we provide products to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
1.3 Your particular attention is drawn to clauses 10 (Our rights to end the contract) and 13 (Our responsibility for loss or damage suffered by you).
1.4 Nothing in these terms will affect your statutory rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are INEOS Hygienics Limited, a company registered in England and Wales. Our company registration number is 12572591 and our registered office is at School Aycliffe Lane, Newton Aycliffe, County Durham, United Kingdom, DL5 6EA. Our registered VAT number is 349 4983 44.
2.2 How to contact us. You can contact us by writing to us at firstname.lastname@example.org.
2.3 How we may contact you. 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.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1 Placing your order. All orders for products must be submitted by you creating an online account at dispenser.ineoshygienics.com and providing us with key information about your order. In order to create an account, you must also agree to our terms and conditions of sale, as set out in these terms.
3.2 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point you will receive an email acknowledgment confirming details of your order. At this point a contract will come into existence between you and us.
3.3 If we cannot accept your order. If we are unable to accept your order, we will inform you of this by email and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, because we are unable to meet a delivery deadline you have specified or because we cannot authorise your payment.
3.4 Your order number. 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.
3.5 We only sell to the UK. Our website is solely for the promotion and sale of our products in the UK. Unfortunately, we do not deliver to addresses outside the UK.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. 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 a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
5. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered please contact us. You can request a change by contacting our customer service team by writing to us at email@example.com. 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 (see clause 8 - Your rights to end the contract).
6. OUR RIGHTS TO MAKE CHANGES
Changes to the products and / or orders. We may, in our absolute discretion, change the product and / or the orders which you have made to reflect changes in relevant laws and regulatory requirements, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
7. PROVIDING THE PRODUCTS
7.1 Delivery costs. The costs of delivery and packaging will be as displayed to you on our website.
7.2 When we will provide the products. Following confirmation of your order, we will contact you with an estimated delivery date which will be within 3-5 working days after the day on which we accept your order. We may deliver your products in instalments which will be confirmed to you when we accept your order.
7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible 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.
7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our courier will leave you a note informing you of how to rearrange delivery or collect the products from a local warehouse. Alternatively, you may notify us if you would prefer your products to be delivered to a neighbour or to an alternative location.
7.5 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery warehouse we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.1.2 will apply. In such circumstances, we will process your refund in accordance with clause 9.9.2.
7.6 When delivery takes place. Delivery of the goods will take place when we deliver them to the address that you provide to us when you place your order.
7.7 When you become responsible for the goods. You are responsible for the goods when delivery has taken place.
7.8 When you own goods. You own a product which is goods once we have received payment in full.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
8.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;
8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2; or
8.1.3 If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.4 below, the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
8.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6);
8.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
8.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control; or
8.2.4 you have a legal right to end the contract because of something we have done wrong.
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When you do not have the right to change your mind. You do not have a right to change your mind in respect of products for health protection and hygiene purposes once these have been unsealed after you receive them.
8.5 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing the following:
9.1.1 Email. Email customer services at firstname.lastname@example.org. Please provide your name, home address, details of the order (including order number) and, where available, your phone number and email address.
9.1.2 By returning the goods in accordance with clause 9.3 below and you have first notified us by email in accordance with clause 9.1.1 that you are returning the goods.
9.2 You may use the model cancellation form provided in these terms when you want to end the contract, but are under no obligation to do so provided that you contact us in accordance with clause 9.1.1 as a minimum.
9.3 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you and you have received them, you must return them to us within 14 days from the date you have received the products. In order to process a return, please email customer services at email@example.com for a returns form. You must post the products in their original packaging along with the completed returns form and send back to us at the address we provide when we email you with your returns form.
If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. We cannot be held responsible for lost or damaged returns for which you will remain fully responsible, caused by your choice of courier or postal service. We therefore recommend that you post the products back to us using our recommended courier, or via a recorded, special or proof of delivery service. Failure to package the goods adequately to avoid damage in transit or failure to take reasonable care of the products when returning them may impact your refund.
9.4 When we will pay the costs of return. We will pay the costs of return:
9.4.1 if the products are faulty or misdescribed; or
9.4.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
9.5 When you will pay the costs of return. In all other circumstances not already covered under clause 9.4 (including where you are exercising your right to change your mind) you must pay the costs of return.
9.6 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery, as detailed at https://dispenser.ineoshygienics.com/support/returns-shipping.
9.7 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.8 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
9.8.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop or if you have not taken reasonable care in returning the products to us in accordance with clause 9.3 which has resulted in loss or damage to the products. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.8.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
9.8.3 We will not provide a refund for products that have been used or for which a return has not been authorised by us.
9.9 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
9.9.1 your refund will typically take between 5-7 working days to process, dependent on your bank/card issuer, and in any event your refund will always be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.3.
9.9.2 In all other cases, your refund will be made within 5-7 working days of:
220.127.116.11 you telling us you have changed your mind; or
18.104.22.168 in the case of failed delivery attempts in accordance with clause 7.5, the date we receive the products.
10. OUR RIGHTS TO END THE CONTRACT
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
10.1.1 we cannot take payment from you; or
10.1.2 you do not, within a reasonable time, allow us to deliver the products to you; or
10.1.3 you have not provided us with any relevant information (e.g. delivery address) which we need in order to process and deliver the products to you.
10.2 We may withdraw the products. We may at any time stop offering certain products for sale. If you have already placed orders for products which we have discontinued and/or stopped offering for sale, we will refund any sums you have paid in advance for those products in accordance with clause 9.9.
11. IF THERE IS A PROBLEM WITH THE PRODUCT
11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can email our customer services team at firstname.lastname@example.org.
11.2 Your obligation to return rejected products. We are under a legal duty to supply products that are in conformity with this contract. If you wish to exercise your legal rights to reject products you must either return them to where you bought them from or post them back to us. We will pay the costs of postage in the circumstances set out in clause 9.4. Please email our customer services team at email@example.com for a return label.
12. PRICE AND PAYMENT
12.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you have placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
12.2 We will pass on changes in the rate of VAT. 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.
12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
12.4 When you must pay and how you must pay. We accept payment via credit or debit card or through Apple / Google pay. All payments by credit card or debit card need to be authorised by the relevant card issuer. You must pay for the products before we dispatch them.
13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987.
13.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14. HOW WE MAY USE YOUR PERSONAL INFORMATION
15. OTHER IMPORTANT TERMS
15.1 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
15.2 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. We will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.
MODEL CANCELLATION FORM
(Complete and return this form only if you wish to withdraw from the contract)
To INEOS Hygienics Limited (company registration number is 12572591) of School Aycliffe Lane, Newton Aycliffe, County Durham, United Kingdom, DL5 6EA.
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate
© Crown copyright 2013.