Terms & Conditions
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
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 you’re entitled to the following:
- up to 30 days: if your goods are faulty, then you can get a refund
- up to six months: if they can’t be repaired or replaced, then you’re entitled to a full refund, in most cases
- up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.
Directive 1999/44/EC covers products bought in the EU gives all EU consumers a right to a minimum guarantee of 2 years, which provides that we must repair your purchase free of charge, replace it, or give you a refund without any cost to you. This includes shipping costs. We may however wish to examine the item to ascertain whether it was defective when you purchased it. In this case, you may have to pay to return the item and ask to be refunded the shipping costs if we agree that the item was defective at the time of purchase.
Directive 1999/44/EC only applies to material defects, which already existed when you received the product and the 2-year period starts from the day you took possession of the product. Within the first 6 months of the purchase, you are entitled to ask for the goods to be repaired or replaced free of charge. After this 6-month period and within 2 years from delivery of the goods, you are still protected against faulty products if you can prove that a lack of conformity existed at the time of delivery.
Where there has been 1 failed repair or replacement or both repair or replacement are impossible or disproportionate, or the repair or replacement has not been done within a reasonable time or without causing significant inconvenience, a price reduction or final right to reject will become available. If this happens within the first 6 months of purchase, you may ask to:
- Keep the goods and have future payments reduced by an appropriate amount;
- Keep the goods and receive a refund less an appropriate amount; and
- Reject the goods and receive a full refund.
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.
The information in this summary box summarizes some of your key rights. It is not intended to replace the contract below which you should read carefully.
THIS CONTRACT SETS OUT:
- Your legal rights and responsibilities;
- Our legal rights and responsibilities; and
- Certain key information required by law.
IN THIS CONTRACT:
- ‘We’, ‘us’ or ‘our’ means Lunar Lumen Ltd; and
- ‘You’ or ‘your’ means the person using our website to buy goods from us.
If you don’t understand any of this contract and want to talk to us about it, please contact us by:
- E-mail email@example.com, any time, 24/7.
- Telephone 075 1220 7461, Monday to Friday: 10am to 5pm. We may record calls for quality and training purposes.
WHO ARE WE?
We are registered in England and Wales under company number: 11338681.
Our registered office is at: 16 Headingley Drive, 10 Lord’s Court, Beckenham, Kent, BR3 1BS, United Kingdom.
1.1 If you buy goods from our website naturima.co.uk you agree to be legally bound by this contract.
1.2 You may only buy goods from our website for non-business reasons.
1.3 When buying any goods you also agree to be legally bound by:
1.3.1 Our Terms and Conditions and any documents referred to in them.
1.3.2 Extra terms which may add to, or replace some of, this contract. This may happen for security, legal or regulatory reasons. We will contact you to let you know if we intend to do this by giving you one week’s notice. You can end this contract at any time by giving one week’s notice if we tell you extra terms apply.
1.3.3 Specific terms which apply to certain goods. If you want to see these specific terms, please go to the relevant page in the catalogue for the goods.
1.3.4 All these documents form part of this contract as though set out in full here.
2. INFORMATION WE GIVE YOU
2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
2.1.1 Read the Confirmation Email (see clause 3.2.3); and
2.1.2 Contact us by using the contact details at the top of this page.
2.2 The key information we give you by law forms part of this contract (as though it is set out in full here).
2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
3. ORDERING GOODS FROM US
3.1 Below, we set out how a legally binding contract between you and us is made.
3.2 You place an order with us on our website. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so by contacting our customer service team (please contact us using the contact details at the top of this page).
3.2.1 When you place your order with us, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
3.2.2 We may contact you to say that we do not accept your order. This is typically for the following reasons:
- The goods are unavailable;
- We cannot authorize your payment;
- You are not allowed to buy the goods from us;
- We are not allowed to sell the goods to you;
- You have ordered too many goods; and
- There has been a mistake on the pricing or description of the goods.
3.2.3 We will only accept your order when we contact you by email to confirm this (Confirmation Email). At this point:
- A legally binding contract will be in place between you and us; and
- We will dispatch the goods to you.
3.3 If you are under the age of 18, you may or may not be able to buy any goods from the site. You may not be able to buy certain goods because you are too young. These are set out on the relevant page for the goods.
4. RIGHT TO CANCEL THIS CONTRACT
4.1 You have the right to cancel this contract within 14 days without giving any reason.
4.2 The cancellation period will expire after 14 days from the day of delivery.
4.3 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a phone call or email).
5. EFFECTS OF CANCELLATION
5.1 If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
5.2 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
5.3 We will make the reimbursement without undue delay, and not later than:
5.3.14 days after the day we received back from you any goods supplied; or
5.3.2 (If earlier) 14 days after the day you provide evidence that you have returned the goods; or
5.4 If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
5.5 If you have received goods:
5.5.1 We will collect the goods or you shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
5.5.2 In certain circumstances, we will bear the cost of returning the goods (see your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), as set out at the top of this contract).
5.5.3 You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
6.1 We use Royal Mail to deliver our goods. If you want to see your delivery options, go to page Delivery & Packaging before you place your order.
6.2 The estimated date and time window for delivery of the goods is set out in the Confirmation Email (see clause 3.2.3). This is dependent on the delivery option chosen by the customer. This could range from next day delivery to 5 days.
6.3 If something happens which:
6.3.1 Is outside of our control; and
6.3.2 Affects the estimated date of delivery;
we will let you have a revised estimated date for delivery of the goods.
6.4 Delivery of the goods will take place when we deliver them to the address that you gave to us.
6.5 We cannot deliver the goods if we are unable to properly identify you. Our driver may require to see a form of ID (passport or photo card driving licence).
6.6 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:
6.6.1 Let you know;
6.6.2 Cancel your order; and
6.6.3 Give you a refund.
6.7 If nobody is available to take delivery, please contact us using the contact details at the top of this page.
6.8 You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.
6.9 We may deliver your goods in installments. If you want to see whether your goods may be delivered in this way, go to the relevant page on our website.
7.1 We accept cash, bank transfers and credit cards and debit cards. We do not accept cheques.
7.2 Your credit card or debit card will only be charged when the goods are dispatched.
7.3 All payments by credit card or debit card need to be authorized by the relevant card issuer.
7.4 If your payment is not received by us and you have already received the goods, you:
7.4.1 Must pay for such goods within 3 days; or
7.4.1 Must return them to us as soon as possible. If so, you must not open the goods, and you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us
7.5 If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.
7.6 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under Clauses 4 and 5.
7.7 The price of the goods:
7.7.1 Is in pounds sterling (£) (GBP) and other European and global currencies;
7.7.2 Includes VAT at the applicable rate; and
7.7.3 Does not include the cost of delivering the goods.
8. NATURE OF THE GOODS
8.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:
8.1.1 Are of satisfactory quality;
8.1.2 Are fit for purpose;
8.1.3 Match the description, sample or model; and
8.1.4 Are installed properly (if we install any goods).
8.2 We must provide you with goods that comply with your legal rights.
8.3 The packaging of the goods may be different from that shown on our website.
8.4 While we try to make sure that:
8.4.1 All weights, sizes and measurements set out in the catalogue are as accurate as possible, there may be a small difference in such weights, sizes and measurements.
8.4.2 The colours of our goods are reproduced as accurately as possible on our website, the actual colours that you see on delivery may vary slightly.
8.5 Any goods sold:
8.5.1 At discount prices;
8.5.2 As remnants; and
8.5.3 As sub-standard; will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
8.6 If we can’t supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case:
8.6.1 We will let you know if we intend to do this but this may not always be possible; and
8.6.2 You can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.
9. FAULTY GOODS
9.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
9.1.1 Contact us using the contact details at the top of this page; or
9.1.2 Visit the Citizens Advice website: www.citizensadvice.org.uk or call 03454 04 05 06.
9.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
9.3 Please contact us using the contact details at the top of this page, if you want:
9.3.1 Us to repair the goods;
9.3.2 Us to replace the goods;
9.3.3 A price reduction; and
9.3.4 A refund.
10. END OF THE CONTRACT
10.1 If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
11. LIMIT ON OUR RESPONSIBILITY TO YOU
11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for any:
11.1.1 Losses that:
Were not foreseeable to you and us when the contract was formed;
That were not caused by any breach on our part;
11.1.2 Business losses; and
11.1.3 Losses to non-consumers.
12.1 We will try to resolve any disputes with you quickly and efficiently.
12.2 If you are unhappy with:
12.2.1 The goods;
12.2.2 Our service to you; and
12.2.3 Any other matter;
please contact us as soon as possible.
12.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
12.3.1 Let you know by way of a letter of deadlock that we cannot settle the dispute with you; and
12.3.2 You can submit a complaint to the Consumer Ombudsman Service. You do not need a letter of deadlock if it has been longer than 8 weeks since you made your complaint to us and you and I still cannot agree.
12.4 If you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this contract.
12.5 Relevant United Kingdom law will apply to this contract.
13. THIRD PARTY RIGHTS
13.1 No one other than a party to this contract has any right to enforce any term of this contract.