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Terms of service
Terms & Conditions
By using any part of this website, completing your customer registration with us and/or placing an order on the website you agree to be bound by the terms and conditions.
These terms and conditions are applicable to the supply of products made by us to the buyer hereafter referred to as the “Customer”, “you” or “your”.
These terms and conditions and your use of the website are governed by English Law and you agree to submit the -exclusive jurisdiction of the English Court. This does not affect your statutory rights.
1. Use of our Site
We aim to update our Site regularly, and may change the content at any time. If the need arises, we may suspend access to our Site, or close it indefinitely.
2. Products and Packaging
The images of the products are accurate, but there may be minor differences in spacing & physical appearance. We strive to provide all product to be accurate to our products shown on our website.
3.1 All prices are quoted in sterling.
3.2 Postage and packing prices will be charged in addition to the price of any goods, and are stated individually on the website.
4. Free Samples
From time to time, we will include free smelling samples of new product lines. These are not for sale, to be passed on without permission, or allowed to be resold. These products should not be burned, injested, or used in any other manner than to smell.
Online payment will be provided in a secure environment. Payments must be made in sterling and by one of the payment methods stated in the FAQ’s.
6. Passing of Property
We will retain ownership of the goods until full payment has been made and funds have cleared.
7.1. We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order, if you are a consumer.
7.2. Should any delays ensue from anything out of our control, we will inform you within 3 working days of placing your order, with an update to the situation. If in any case, the delays are likely to continue past 10 working days of the order being placed, the customer may request a full refund.
7.3. Recorded Delivery: Monday to Friday only. Please allow 5 working days.
7.4. Overseas and non-mainland UK delivery: Postage is charged at cost. Delivery times may vary. Please allow 7-14 days.
8. Cancellations & Returns
Non Faulty Products:
8.1 You may return any product in its original condition for a full refund or replacement (as appropriate) within 30 days. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition. Any returns made that do not meet these guidelines will be sent back to the customer, and the customer may be charged the carrier fee. Products that are personalised are not able to be returned unless there is a fault.
Faulty Products/Other rights to return:
8.2 In accordance with your statutory rights, you may return products :
8.2.1 where there has been an error in the price or description of the product ordered or they are otherwise not as described; or
8.2.2 the product is faulty (i.e unsatisfactory quality or unfit for purpose).
8.3 You are entitled to a refund where the products are returned to us within 30 days of purchase. After 30 days, you are entitled to a replacement product only, if there is a viable reason. Please contact email@example.com in this case.
8.4 Please enclose the following details with your returned products:
Reason for return/exchange
Proof of purchase
Alternatively, returns can be arranged by Helm London Customer Service via email to firstname.lastname@example.org
8.5 For non-faulty products, you must arrange for and pay the costs of returning the products to us. If you are returning a faulty or damaged product(s), we will refund the cost of returning your order provided that you supply us with a delivery receipt.
8.6 Please ensure that the package is wrapped in its original packaging that we sent out. We recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit, sent by the customer.
8.7 If you require a refund we will refund the price paid by you for the products within fourteen (14) working days of receiving your returned products.
8.8 Products purchased on sale will be refunded the sale price paid.
8.9 Products given as a gift can only be returned by the original purchaser.
8.10 Please note that if you made your purchase through a retail location/stockist, please return to the place of purchase. Any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
9. Our Liability
9.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a result of our breaking these terms and conditions, but we are not responsible for any loss or damage that is not foreseeable. Loss due to transit will be covered by the carrier, and any customer not in to take delivery will take full responsibility if the carrier returns the product.
9.2. If you are a consumer we only supply the products for domestic and private use.
If a user visits our site via one of our email campaigns we may track their activity on the site. A cookie is assigned a unique ID to the subscriber and is present for one year or until that subscriber clears the cookies from their browser. Anytime the subscriber returns to the site, the cookie is referenced to track their activity, even if the subscriber doesn’t revisit the site via one of our emails.
You can enable privacy settings in your browser to restrict tracking cookies. Because we respect “do-not-track” privacy settings, those who opt-out may show open and click activity, but will not have activity tracked.
If you subscribe to our newsletter we use the data you have saved on our site to help inform us on products and or services that may be of interest to you with our marketing email. Credit card and bank details are not stored, saved or used in anyway.
11. International Customer
Customers from outside the UK can only pay by credit card or bank transfer and must pay in sterling unless otherwise specified. If you are experiencing difficulty please contact email@example.com. All other terms and conditions apply.
If you wish to complain about any matter in respect of the goods please contact Customer Services on firstname.lastname@example.org.
We endeavour to ensure a fast and reliable service, it does not guarantee there will be errors from time to time on the site, payment facilities, or in transit. If you do suffer an issue, please get in contact with us to try and help rectify the issue.
14.1. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.2. Any breach of these terms may result in court action. Breach of these terms can bring on legal action, irrelevant of timing or time passed since the breach.
14.3. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute of claim.
All promotions are subject to change or cancellation without warning. We will endeavour to inform you (the customer) in any instance of change.
16. New User Offer
You must have an account and be logged in to apply this code, one use per customer. Cannot be redeemed for cash. Discount can only be applied to products, this promotion can not be applied to postage. Offer only valid of full-priced items. Not available in conjunction with any other offer. Please note that discounted items cannot gain further discount with this code. Subject to availability while stocks last.