1. These terms
1.1 What these terms cover. These are the terms and conditions on which we supply 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 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
2.1 Who we are. We are HydroPeptide Limited, a limited company registered in England and Wales. Our company registration number is 14167040 and our registered office is at Camburgh House, 27 New Dover Road, Canterbury, Kent CT1 3DN.
2.2 How to contact us. You can contact us in the following ways:
2.2.1 by email: Info.firstname.lastname@example.org
2.2.2 by phone: 0208 868 4411
2.2.3 by post: HydroPeptide, 9 Kildare Close, Ruislip, Middlesex HA4 9LG
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 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract, which includes these terms, will come into existence between you and us. We refer to this contract throughout these terms as our contract.
3.2 If we cannot accept 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(s). This might be because the product(s) is/are 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(s) or, because you are located in an area which we do not currently ship to (currently outside of the UK).
3.3 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.
4. Our products
4.1 Products may vary slightly from their pictures. 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.
4.2 Product packaging may vary. The packaging of the product(s) may vary from that shown in images on our website or in catalogues, brochures or any other advertising.
4.3 Product ingredients. 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.
4.4 Use of products. 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.
5. Your rights to make changes
You may be able to make changes to your order after we have accepted it but only before we have packed and sealed it. If you wish to make changes to your order, you should call us on the contact details provided in these terms and our customer care department will do its best to assist you. You may in certain circumstances cancel your order and end our contract (see clause 8 - Your rights to end our contract, below). If you have any questions about our products before placing your order, please contact us to discuss these.
6. Our rights to make changes
6.1 Minor changes to the products. We may only change our products after you have placed your order to implement minor adjustments and improvements or to correct any health and safety or similar regulatory issues. These changes will not materially affect your use of the product(s).
6.2 Products available on our website may change from time to time. 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).
7. Providing the products
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website or otherwise notified to you (including by phone or email, if applicable) during the order process.
7.2 Taxes, charges, duties and other costs. Any import taxes, duties, fees and similar charges applicable to your order will be your responsibility. If you are ordering from our website for delivery to an address outside of the UK, please check the applicable import taxes, duties, fees and similar charges before placing your order.
7.3 When we will provide the products. We will let you know when we will provide the products to you following our acceptance of your order and, in any case, will deliver your order to you within 30 days of our acceptance of it. Please see our website for further details concerning our estimated standard delivery timescales.
7.4 Delays for which are not responsible. We will not be responsible for a delay which occurs due to the following reasons:
7.4.1 if our supply of the products is delayed by an event outside of our control, such as a postal strike or an “act of god” (such as a flood or earthquake). In this case 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 our contract and receive a refund for any products you have paid for but not received; or
7.4.2 your failure to pay for the product, or late payment by you.
7.5 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 (because they require signature, they are too big or for some other reason), you will be informed of how to rearrange delivery or collect the products from a local depot.
7.6 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 local depot we will seek to contact you for further instructions and reserve the right to 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 our contract, cancel your order and clause 10.2 will apply.
7.7 Your legal rights if we deliver products late. You have legal rights if we fail to deliver any products you have ordered within 30 days of our acceptance of your order (or any other period agreed by us in writing) (the ‘delivery deadline’). If we fail to deliver any products you have ordered within the delivery deadline, and any of the circumstances set out below apply, then you can either end our contract straight away (please see clause 7.9 for further information) or set a new delivery deadline (please see clause 7.8 for further information). The circumstances where this applies are:
7.7.1 we have refused to deliver the products;
7.7.2 delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
7.7.3 you told us before we accepted your order that delivery within the delivery deadline was essential.
7.8 Setting a new deadline for delivery. If we have failed to deliver any products you have ordered within the delivery deadline but either you do not wish to treat our contract as at an end straight away, or do not have the right to do so under clause 7.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat our contract as at an end (please see clause 7.9 for further information) if we do not meet the new deadline.
7.9 Ending our contract for late delivery. If you do choose to treat our contract as at an end for late delivery under clause 7.7 or clause 7.8, you can cancel your order for any of the products, or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must post them back to us as set out in clause 9 and, provided you do so, we will pay the costs of return postage. Please follow the steps set out in clause 9 to arrange your return.
7.10 When you become responsible for the products. A product will be your responsibility from the time we deliver the product to the address you gave us when you placed your order.
7.11 When you own products. You own the product(s) you have ordered from us once we have received payment in full for them.
7.12 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the product(s) to you. We will ask for this information at the time that you place your order. If you do not provide us with this information, we may not be able to accept your order.
7.13 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
7.13.1 deal with technical problems or make minor changes to the product; or
7.13.2 update the product to reflect changes in relevant laws and regulatory requirements, including any product recall or (actual or potential) product safety issue.
8. Your rights to end our contract
8.1 You can always end your contract with us. Your rights to end our contract, and the consequences of ending our contract, will depend on whether there is anything wrong with the product, whether we have breached our contract and when you decide to end our contract:
8.1.1 If the product is faulty or misdescribed you may have a legal right to end our contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;
8.1.2 If you want to end our contract because of something we have done or have told you we are going to do, see clause 8.2;
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 it will depend on whether you have opened or broken the seal of certain products (please see clause 8.3 for further information).
8.2 Ending our contract because of something we have done or are going to do. If you are ending our contract for a reason set out at 8.2.1 to 8.2.3 below our contract will end immediately upon you notifying us in writing that you wish to end our contract and we will refund you in full for any products which have not been provided to you and you may also be entitled to compensation for losses actually suffered. The reasons are:
8.2.1 we have told you about an error in the price or description of the product(s) you have ordered and you do not wish to proceed;
8.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control; or
8.2.3 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.7).
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online, over the phone or by email, you have a legal right to change your mind within the ‘cooling off period’ and receive a refund under the Consumer Contracts Regulations 2013. The ‘cooling off period’ starts on the day you (or someone you nominate) receive(s) the products (unless your products are split into several deliveries over different days, in which case it starts on the date you (or someone you nominate) receive(s) the last delivery of the products) and ends 14 days after that day.
8.4 When you cannot change your mind. You cannot change your mind about and return any products that:
8.4.1 are sealed for health protection or hygiene purposes (including skincare products), once these have been unsealed after you receive them, unless these products are faulty (please see clause 11 for further information); or
8.4.2 become mixed inseparably with other items after delivery.
9. How to end our contract (including if you have changed your mind)
9.1 Tell us you want to end our contract. To end our contract with us, please let us know by doing one of the following:
9.1.1 By phone or email. Email us at email@example.com or call us on 0208 868 4411. Please provide your name, home address, order number, details of the order and, where available, your phone number and email address.
9.1.2 By post. Write to us at HydroPeptide, 9 Kildare Close, Ruislip, Middlesex HA4 9LG, including details of what you bought, when you ordered or received it, your order number and your name and address.
9.1.3 If you are exercising your right to change you mind (please see clause 8.3) you may use the cancellation form set out at Schedule 1 of our contract to do so.
9.2 Returning products after ending our contract. If you end our contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at HydroPeptide, 9 Kildare Close, Ruislip, Middlesex HA4 9LG. Please email us at firstname.lastname@example.org for a returns label. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end our contract.
9.3 When we will pay the costs of return. We will pay the costs of return:
9.3.1 if the products are faulty or misdescribed;
9.3.2 if you are ending our contract where you have a legal right to do so, which may include where there has been an error in pricing or description of the products, a delay in delivery or because of something else we have done wrong; or
9.3.3 when you exercise your right to change your mind within the ‘cooling off period’ (please see clause 8.3 for further information).
9.4 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.
9.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind (see clause 8.3 for further information):
9.5.1 we may reduce your refund of the price to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount to reflect the reduction in value of the products;
9.5.2 the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
9.6 When your refund will be made. We will make any refunds due to you as soon as possible and in any event within fourteen (14) days from the date on which we receive the products back from you or, if earlier, you provide evidence that the products have been returned to us. Refunds will be made to the payment method originally used by you to make payment.
10. Our rights to end our contract
10.1 We may end our contract if you break it. We may end our contract at any time by writing to you if:
10.1.1 you do not make any payment to us when it is due;
10.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products to you;
10.1.3 you do not, within a reasonable time, allow us to deliver the products to you.
10.2 You must compensate us if you break our contract. If we end our contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking our contract.
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 our products, please contact us using the contact details set out at clause 2.2.
11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with our contract. See the box below for a summary of your key legal rights in relation to our products. Nothing in these terms will affect your legal rights.
|Summary of your key legal rights|
|This is a summary of your key legal rights.|
These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says that products 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:
a) Up to 30 days: if your products are faulty, then you can get an immediate refund.
b) Up to six months: if your products can't be repaired or replaced, then you're entitled to a full refund, in most cases. Note that we will generally always replace rather than repair products as repairing is normally a disproportionate expense in comparison to a replacement.
c) Up to six years: if your products do not last a reasonable length of time you may be entitled to some money back.
See also clause 8.3 in respect of your right to change your mind.
11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products, you must post them back to us. We will pay the costs of postage. Please follow the steps set out at clause 9 to arrange for a return of the rejected products.
12. Price and payment
12.1 Where to find the price for the product. The price of the product will be the price indicated on the order pages of our website when you placed your order or, if you place your order by phone or email, the price notified to you at the time you place your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.2 for what happens if we discover an error in the price of the product(s) you order.
12.2 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 our contract, refund you any sums you have paid and require the return of any products provided to you.
12.3 How you must pay. The payment methods we accept are listed on our website and may be updated from time to time. Payments must be made in GB Pounds Sterling only.
12.4 When you must pay. You must pay for the products before we dispatch them (and you will generally be charged for them at the point of purchase).
12.5 We can charge interest if you pay late. 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 4% a year above the base lending rate of the Bank of England 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 to our nominated bank account.
12.6 What to do if you think an invoice is wrong. If you think an invoice we have issued to you is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
12.7 We will pass on some changes in VAT. If the rate of VAT changes between your order date and the date we supply the product(s) to you, we may adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
13. Our discount and promotional codes
13.1 How to use discount and promotional codes. If you wish to use and discount or promotional code we make available from time to time, you must enter the relevant code prior to completing your order on our website for the code to apply. We will not be able to apply to codes to an order once it has been submitted.
13.2 Limitations applicable to our discount and promotional codes. You can only use our discount and promotional code if you are making an order on our website. You cannot use our discount and promotional codes for the purchase of any vouchers, or to pay for delivery charges. Multiple discount and promotional codes cannot be applied to one order. Other limitations may apply to particular discount and promotional codes, as notified to you in writing from time to time.
13.3 How long discount and promotional codes are valid for. Discount and promotional codes will be valid only for the period specified by us. We reserve the right to revoke issued discount and promotional codes at any time (including prior to the expiry date originally specified) and without notice to you.
13.4 We reserve the right to temporarily suspend or remove discount and promotional codes at any time and without notice to you.
13.5 What to do if the discount or promotional code does not work. If a discount code does not work, please contact us using the contact details set out in clause 2.2 and we will re-issue a code as soon as we are able to following your request. We accept no responsibility for your inability to use a particular discount or promotional code.
13.6 We do not exchange discount or promotional codes. You cannot exchange your discount or promotional code for cash or any other form of monetary value.
14. Our vouchers
14.1 How to purchase vouchers. All vouchers can only be purchased and redeemed in GBP. Your voucher will be sent to you electronically following our receipt of cleared payment to the email address specified. Vouchers may not be available for immediate redemption. Vouchers cannot be purchased using another voucher or a discount or promotional code.
14.2 How to use vouchers. There may be certain products from time to time which may not be purchased using a voucher. We will notify you where this is the case. Vouchers can be used in conjunction with other payment types to order products from our website. If your order value is greater than your voucher balance, you can use an alternative payment method to cover the difference. Vouchers may be used, subject to remaining balances, across multiple purchases. You do not need to redeem the full balance in a single transaction.
14.3 We do not issue refunds or accept returns of vouchers. Vouchers cannot be refunded or returned, except in accordance with your legal rights. Where vouchers have been redeemed for the purchase of items that are subsequently returned, the refund will be applied to your voucher balance (and you will not be entitled to a cash refund). Where vouchers have been used as part-payment for items that are later returned then the balance will first be applied to the voucher to restore the balance to the pre-purchase amount, and then (if applicable) to the additional payment method.
14.4 How long vouchers are valid for. Vouchers will expire and become invalid if they have not been used in full prior to their expiry date, as specific on the voucher itself.
14.5 We do not refund unused balance. Any unused balance will remain on the voucher until redeemed or until the voucher expires. Unused balance cannot be converted into cash or refunded.
14.6 We do not replace any lost or stolen vouchers. We reserve the right to refuse any voucher that is suspected to be tampered with or deemed fraudulent. Vouchers that have the original payment reclaimed or refused will be cancelled.
14.7 We do not accept vouchers sold to third parties. You cannot offer vouchers to any third parties for sale or otherwise for monetary or other value or as part of a promotion, competition, auction or similar activity. We reserve the right to refuse or suspend any voucher which we know or suspect has been used for this purpose.
15. Our responsibility for loss or damage suffered by you
15.1 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 our contract or our failing to use reasonable care and skill, 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 our contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
15.2 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 as summarised at clause 11.2 and for defective products under the Consumer Protection Act 1987.
15.3 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.
16. How we may use your personal information
17. Other important terms
17.1 We may transfer our contract to someone else. We may transfer our rights and obligations under our contract to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under our contract.
17.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under our contract to another person if we agree to this in writing.
17.3 Nobody else has any rights under our contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
17.4 If a court finds part of our contract illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
17.5 Even if we delay in enforcing our contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking our contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
17.6 Which laws apply to our 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.
17.7 Updates to these terms. These terms were last updated on 30/03/23.
If you want to return any part of your order please complete this form and return it to us by one of the methods below.
To HydroPeptide Limited
Address: 9 Kildare Close, Ruslip, Middlesex HA5 9LG
Email address: email@example.com
Contact number 020 8868 4411
I hereby give notice that I cancel my contract of purchase of the following products:
Date of order:
If you are returning this form by post please sign above. If you are returning this form by email please type your name in the signature line.