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Terms and Conditions

YOUR RESPONSIBILITIES

When using this site, you shall comply with our terms and conditions as set out below. You shall act always in accordance with the law, custom and in good faith. If you are not happy with our terms and conditions please do not proceed with using the site.

DESCRIPTION OF GOODS

We endeavour to accurately describe all items, prices and images of the products however we cannot guarantee that they are completely error free. If you see something which you believe to be incorrect or you would like clarification of details before you place your order please contact us at sales@imogensluxuries.co.uk.

TITLE

The legal ownership of the goods will remain with Imogen’s Luxuries until full payment has been received and the order has been accepted, processed and dispatched. Upon a refund the legal ownership of the goods will immediately revert to Imogen’s Luxuries.

PLACING AN ORDER

By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, then you should contact us before placing an order with us. 

These Terms and Conditions and your use of our web site are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law.

A contract between the customer and Imogen’s Luxuries for the sale of our products will only exist once an order has been accepted, processed and dispatched. This does not affect the customer's statutory rights. A delivery charge will be added to your order value where appropriate, please see delivery information.

To place an order you will be guided through the process and have the opportunity to review your order and confirm it is correct prior to order completion. Once you have placed your order, we will send you an email acknowledgement providing you with your order details and the value of your order, which has been debited to your debit/credit card. This is not an order acceptance from Imogen’s Luxuries. The order is deemed to be accepted and a contract entered into once the order has been accepted, processed and dispatched. You are able to cancel the order without penalty prior to dispatch, once the order is marked as dispatched you will need to follow the returns procedure to return your order.

We may not accept your order if an item is out of stock, we are unable to obtain authorisation on your payment, we suspect fraudulent activity or a violation of our terms and conditions or if we identify a product or pricing error or a discount code we deem to be inappropriate.

We reserve the right to withdraw and refuse any published discount codes at our discretion. In the event an order is placed with a discount code which we withdraw the order will be cancelled and refunded in full. Discount codes will only be withdrawn if there was an honest mistake at the time of publication. 

If the item(s) is/are out of stock we will try to contact you to offer you an alternative product or a time scale where you can reasonably expect to receive your item. You will then have the option to choose an alternative item offered, wait for the item to become available or cancel your order and receive a full refund.

If we are unable to complete your order following our order acknowledgement, we will refund the amount in full and email confirmation of this.

If you require any help with your order, please contact us at +44 (0) 1635 550235 -

Monday - Friday 9-5pm. If we are unable to answer please leave a message and we will return your call.

PAYMENTS AND VAT

We accept secure online payments by credit and debit card, these payments are managed securely by Shopify and we do not view or store your card details. Please never send us card details by email.  We currently accept Visa, MasterCard, Maestro and American Express. We also accept payment via ApplePay.  All transactions and prices are shown in £ sterling and are exclusive of VAT, any delivery charges will be calculated at checkout. You may pay using any of the above methods. By making payment you confirm that the credit/debit card that is being used is yours and that you have the right to use the card in accordance with UK law. All credit/debit cardholders are subject to violation checks and authorisation by the card issuer. If the card issuer for any reason refuses to authorise payment to us, pre or post payment, we will not be liable for a delay or cancellation of your order. All payments will also be subject to fraud analysis, if a fraudulent payment is suspected the order will not be accepted and will be cancelled and refunded.

DELIVERY

All orders received will, subject to availability, be dispatched within 1-2 working days. Goods will be delivered by a selection of carriers, Royal Mail or My Hermes will be used for all standard or first class delivery options under 2kg. If the order is over 2kg we reserve the right to use different carriers to deliver your order.

Any delivery timescales are approximate. We do not accept any liability for a delay in delivery caused by third parties, weather conditions or any other reason outside of our reasonable control. 

Local delivery is offered subject to our agreement. In exceptionally busy times local delivery may not be possible or may be subject to delay. In these instances the customer will be contacted and informed.

 

ACCEPTANCE OF GOODS

When you receive your goods, you must inspect them carefully. You will have deemed to have accepted them unless you notify us within 14 days that you wish to cancel your order and return the item(s) to us in accordance with our returns procedure. If you take no such action then we will not be obliged to accept any rejection of the goods at a later date.

 

RETURNS AND REFUND POLICY

Returns 

Returns are accepted within 14 days of receipt of the product(s). Refunds will be issued with a deduction for shipping costs, unless the item is faulty. Please contact us prior to sending back the product(s) at sales@imogensluxuries.co.uk. Please note that with the exception of faulty items all products must not have been opened, used or damaged and be in its original packaging and in a re-sellable condition to receive a full product refund. Any returns after this time are totally at our discretion, will be for exchange only, and customer will agree to pay for shipping costs to return the item and to ship the replacement product.

Returns for items which have been opened / used or out of the original packaging are solely at our discretion and, if accepted by us, will incur a charge. This charge will be dependant on the extent of the use / damage to the product, and is at our discretion. We will ask for photos and agree with the customer what charge will be levied if they return the item. When received by us and inspected, if the item is in the same condition as photographed the charge will be honoured, if further use / damage has occurred to the product an additional charge will be levied. Any charges will be deducted from the refund along with any shipping costs. The maximum charge applicable is 100% of the value of the product  (for example it was returned completely used).

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the claim for the refund is valid then this will be processed and a credit applied to your original payment method. Please allow 7 working days for this to show in your account.

Faulty Items 

Faulty items will need to be returned to us or photographic evidence provided.  We will inspect it and if there is a problem with the product we will offer a full refund including postage costs.  To contact us for more details please email sales@imogensluxuries.co.uk

 

INTELLECTUAL PROPERTY and COPYRIGHT

The contents of Imogen’s Luxuries website including logos, pictures, photographs, text and all other material are the intellectual property of Imogen’s Luxuries and are subject to copyright. ALL RIGHTS RESERVED. Copying, modification, reproduction or incorporation are prohibited unless permission is given in writing by Imogen’s Luxuries.