Terms of service
Where to find information about us and our products
You (the consumer) can find everything you need to know about Us (Rhubarb Street Ltd) and our products on our website before you order.
Sections in this agreement:
Orders and Acceptance
2. Returns
3. Terminating the agreement
4. General Terms
1. Orders and Acceptance
We only accept orders when we’ve checked them
We will confirm we’ve received your order but we will only be deemed to have accepted your order once we have dispatched the product and have confirmed dispatch to you. You enter into the agreement with us once we confirm dispatch. You will own the product once you have received it.
We charge you when you order
We will confirm when we have received your payment.
Sometimes we reject orders
Sometimes we may have to reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We pass on increases in 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.
We’re not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, such as labour disputes, inclement weather, riots, fires and acts of God, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team through the Contact Us section on our website to end the agreement and receive a refund for any products you have paid for, but not received.
Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Some of our products will be dispatched in alternative outer packaging and may have tape or labels affixed to them ort have small marks on the packaging.
2. Returns
If you bought online you have a legal right to change your mind
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 costs of standard delivery. This is subject to some conditions, as set out below.
When you can’t change your mind
You can’t change your mind about an order for:
· products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
· goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind
If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know
To let us know you want to change your mind, contact our Customer Service Team via the Contact Us section on our website.
Where you are returning your product because you have changed your mind we will pay the shipping cost
You have to return your product to us within 14 days of your telling us you have changed your mind. To return a product:
- Find your order confirmation in your emails and click “view your order”
- Click “Request Return" in the top right corner of the email
- Enter your email address and you will be sent a 6 digit code which will take you through to an online form
- Complete the form and click “Request return”. You will then receive an email with instructions on how to package your product and where to take it to.
Where you are returning your product due to a fault we will pay the costs for the return
To return a product:
- Find your order confirmation in your emails and click “view your order”
- Click “Request Return" in the top right corner of the email
- Enter your email address and you will be sent a 6 digit code which will take you through to an online form
- Complete the form and click “Request return”. You will then receive an email with instructions on how to package your product and where to take it to.
We will not refund shipping costs
If you have returned your product to us after the time window for returns has passed, or do not use the process described by us for returning a product and have organised shipping directly with a courier service we will not reimburse these costs or those relating to your original purchase.
When and how we refund you
If you tell us you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We will also refund your original shipping cost. We don’t charge a fee for the refund.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team via the Contact Us section on our website. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Remember too that you have several options for resolving disputes with us.
3. Terminating the agreement
We can end our agreement with you
We can end our agreement with you for a product and claim any compensation due to us (including enforcement costs) if:
· you don’t make payment to us when its due and you still don’t make payment within 14 days of our reminding you that payment is due;
· you don’t, 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, access to your place of delivery;
· you don’t, within a reasonable time, allow us to deliver the product to you we treat your order as cancelled and refund the purchase price.
We don’t compensate you for all losses caused by us or our products
For all claims for loss or damage, our liability shall be limited to the purchase price of the goods you purchased, including the cost of delivery.
We’re not responsible for loss where 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 of our control. We’re not responsible for delays outside our control, for example, delays associated with the delivery service
· Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use
· A business loss. It related to the use of a product for the purposes of your trade, business, craft or profession
Nothing in these terms shall exclude or restrict our liability:
· For death or personal injury caused by our negligence
· Under section 2(3) of the Consumer Protection Act 1987
· For fraud or fraudulent misrepresentation
· For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Policy and Data Protection Policy.
You have several options for resolving disputes with us
Independent help and advice
If, after contacting us, you are not satisfied that your complaint has been resolved and we are unable to reach a resolution, you may wish to seek independent help and advice.
You can go to court
These terms are governed by the laws of England and Wales and wherever you live you can bring claims against us exclusively in the English courts.
4. General Terms
Other important terms apply to our agreement
We can transfer our agreement with you, so that a different organisation is responsible for supplying your product
We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team via the Contact Us section on our website to end the agreement within 7 days of us telling you about it and we will refund you any payment you’ve made in advance for products not provided.
Nobody else has any rights under this agreement
This agreement 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 invalidates some of this agreement, the rest of it will still apply
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this agreement, we can still enforce it later
We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.