HydroPeptide – Terms of Sale

1. These terms

These are the terms and conditions on which we supply products to you.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide our products to you, how you and we may change or end our 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.

2. Information about us and how to contact us

hydropeptide.co.uk is a site operated by Wigmore Medical Ltd. We are registered in England and Wales under company number 03310740 and have our registered office at 23 Wigmore Street, London W1U 1PL. Our main trading address is 23 Wigmore Street, London W1U 1PL. Our VAT number is GB 707 513 646.

hydropeptide.co.uk is owned by HydroPeptide Limited, which is registered in England and Wales under company number 14167040 with their registered office at Camburgh House, 27 New Dover Road, Canterbury, Kent CT1 3DN. The VAT number is 417249984.

When you purchase a product from hydropeptide.co.uk you will be forming a contract with Wigmore Medical Ltd.

You can contact us in the following ways: by email: Info@hydropeptide.co.uk or by post:

23 Wigmore Street,
London
W1U 1PL

 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. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

All orders are subject to availability and to acceptance by us. Once you have placed your order, we will send to you an email acknowledgement providing you with the details and value of your order, at this point a contract will come into existence between you and us. This email includes your order number, the details of products, prices, quantities, promotional information, your shipping and billing addresses. It will help us if you can tell us the order number whenever you contact us about your order.

If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, we have identified an error in the price or description of the product, you are located outside our delivery areas as stated on our website, we are unable to obtain authorisation for your payment, or we suspect fraudulent activity or violation of our Terms and Conditions (including our Privacy Policy). When this happens, we let you know as soon as possible and refund any sums you have paid.

Your delivery address must be in the UK or Ireland. We are currently unable to ship to UK Overseas Territories and BFPO addresses. Please make sure to provide accurate address and postcode information to prevent any errors or delays in delivery. If you wish to make a change to the product you have ordered or to cancel your order, please contact us. We will let you know if the change or cancellation 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.

The products available on our website including samples are for personal use only. If you wish to purchase our products for business use, please contact customerservices@wigmoremedical.com

4. Our products

The images of the products on our website, in catalogues, brochures or any other advertising 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(s) may vary slightly from those images.

The packaging of the product(s) may vary from that shown in images on our website or in catalogues, brochures or any other advertising.

We supply a range of different products on our website. You are always advised to read the label on the product and follow/take note of any directions given before applying the product. More information about the ingredients contained in our products can be found in the 'Ingredients’ section of our website, after you select your desired product. To the extent permissible by law, we will not be liable to you for any damage caused by your use of our product where such damage arises from your failure to read the product and/or safety information provided to you.

Before applying any of our products, you should ensure that you have read the ‘How to Use’ section of our website, which can be found after you select your desired product. To the extent permissible by law, we will not be liable to you for any damage caused by your use of our product where such damage arises from your failure to read the product and/or safety information provided to you. If you have a skin sensitivity or allergy, please refer to your physician to assess the suitability of HydroPeptide products before placing an order.

We can always change a product to reflect changes in relevant laws and regulatory requirements, or to make minor technical adjustments and improvements. We can suspend the supply of the product to deal with technical problems, to update the product to reflect changes in relevant laws and regulatory requirements or make changes to the product.

The products available on our website may vary from time to time and we do not guarantee the continued availability of any product (whether at all or in its current form).

5. Price and payment

The price of products are displayed in GBP (£) and include VAT and are indicated on the order pages when you placed your order. Please note that product prices may change over time and the prices payable are those on the website at the time of your order. The full price for your order will be shown at the checkout stage and will include the product price, VAT and shipping costs (where applicable).

Where you have a discount code, only one can be used for each order.

Where a discount code provides free shipping for an order less that £80, the discount will be applied at checkout.

We take all reasonable care to ensure that the price of the product advised to you is correct. However, it is always possible that 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.

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.

We accept payment with Visa, Visa Debit, MasterCard, AMEX, Maestro Debit, Union Pay, Shop Pay, Apple Pay, Google Pay, Paypal and Klarna. You will own the products once we have received payment in full.

6. Shipping

Orders are processed and dispatched on business days only (Monday to Friday, excluding bank holidays). Orders received after 12 noon will be processed on the next business day. Orders placed between 12 noon Friday – Sunday, will be processed on the following Monday (excluding bank holidays).

UK orders over £80 are eligible for FREE delivery.

7. Delivery

All orders are shipped with Signed For DHL Overnight Service. For orders under £80 there will be a postage charge. Please make sure to provide accurate address and postcode information to prevent errors or delays in delivery.

You will be able to track your order with the code included in your dispatch confirmation email. If you are not home to sign for your parcel, please contact your courier directly to divert the parcel e.g. leave with neighbour or at a safe place or rearrange delivery times. If you have agreed to divert your parcel, it will be deemed delivered. We are not responsible, and shall not be held liable, for any loss or damage to any products diverted. Please note that we cannot accept any responsibility or issue refunds for any loss or damage of parcels after two failed attempts to deliver.

We will not be responsible for delivering the products to the wrong address if this is caused by an error in the information provided by you. Please check all delivery details carefully before you confirm your order.

Although we endeavour to process all orders within 48 hours, at busy times this may not be possible. By placing an order, you confirm that time is not of the essence with regards to delivery. All orders will be delivered within 30 days after the day on which we accept your order.

Delivery times stated at checkout are estimates and cannot be guaranteed at busier periods. 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.

The products will be your responsibility from the time we deliver the product to the address you gave us.

8. Your rights to end our contract

For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below: you must notify us within 14 days of receipt of your order that you have changed your mind, and you must pay the costs of returns. However, you cannot change your mind about an order for products sealed for health protection and hygiene reasons, that is, we cannot accept returns for any product that is opened and/or used, unless they are faulty. This means that we will not accept the return of any product where the protective seal has been removed. To make a return, please fill out the online Returns Form. Ensure you provide accurate information about your return reason. All items (including any free gifts provided with it) should be returned, unopened, in their original packaging, within 28 days of delivery. You must return the product in suitable packaging to ensure it reaches us in good condition; we recommend you use the original packaging you received the product in to return it. Products should be sent to:

HydroPeptide UK
Wigmore Medical Ltd
23 Wigmore Street
W1U 1PL
London
United Kingdom

Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit. If the above conditions are met, you will receive a refund for the returned products, as well as the delivery costs originally incurred (except in the case of a partial return).

Please note that unless faulty, postage costs for returned items are non-refundable. Where a delivery cost is refunded, the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer; we will not refund any extras you have paid for express delivery or delivery at a particular time.

Your refund will be issues within 14 days of the product being return being received (or receiving evidence that you have sent it to us). We refund you by the method you used for payment, and we do not charge a fee for the refund.

9. How to end our contract (including if you have changed your mind)

Any product that we send should meet its description on the website, be fit for purpose and of satisfactory quality. In the unlikely event that we supply products that are faulty, we will offer you an exchange or refund your payment (inclusive of postage or partial postage).

Please send photographic evidence through the Returns Form. Upon receipt of photographic evidence, we will arrange for collection of the faulty item, and once received and confirmed to be faulty, we can arrange exchange or refund of your payment. Returns must be made within 30 days of delivery in order to qualify for a refund. Please note, we cannot accept returns due to concerns over the colour of a product. As we note above, while we make 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. Further, we cannot accept as faulty, products that have been altered or damaged by you.

If you experience an adverse reaction to any of our products, please follow the instructions in the Returns Portal here and complete the Adverse Reaction form. We will offer you an exchange or refund your payment. Please note we cannot process refunds or exchanges without the Adverse Reaction form returned to us completed in full.

In the unlikely event that you have received the wrong product, or an item is missing, please contact info@hydropeptide.co.uk with a photo of the wrong item / telling us what is missing. Please contact us within 14 days of delivery for us to investigate and send replacement items where appropriate.

In the unlikely event that your order has not been delivered within 30 days of placing your order, please contact us to request a refund.

Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

· Up to 14 days from receipt of the goods: you have the right to change your mind and get a refund (please note the exception for goods sealed for health protection and hygiene reasons).
· Up to 30 days from receipt of the goods: if your goods are faulty, then you can get a refund.
· Up to six months from receipt of the goods: if your goods cannot be repaired or replaced, then you are entitled to a full refund, in most cases.

10. Our rights to end our contract

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
• You fail to make a payment when it is due, and you still do not make payment within seven days of our reminding you that payment is due;
• You do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, correct delivery address; or
• You do not, within a reasonable time, either allow us to deliver the product to you.

We are responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. Sales on colorescienceuk.com are solely for consumer use.

11. If there is a problem with the product

If you have any complaints or questions, please contact us at info@hydropeptide.co.uk or via Instagram @HydroPeptideUK, and we will do our best to resolve your issue within ten working days.

If you wish to take court proceedings against us, these Terms and Conditions of Sale are governed by English law, and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the English courts or the country you live in in the UK.

12. Further contract terms

How we use any personal data you give us is set out in our Privacy Notice.

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will contact you to let you know if we plan to do this.

You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.

These Terms and Conditions of Sale may be changed from time to time where it is necessary for us to do so for legal or regulatory reasons.

The Terms and Conditions of Sale applicable to any order are those in force at the time that you place your order, and your order is accepted.

The Terms and Conditions of Sale were updated in February 2024.