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Terms of service

Terms of Service

Last updated: 30 June 2026

1. Introduction

Welcome to Imogen's Luxuries.

These Terms of Service ("Terms") govern your use of our website and the purchase of products from us. By accessing our website, placing an order or using any of our services, you agree to be bound by these Terms together with our Privacy Policy, Returns & Refund Policy, Delivery Policy, Purchase Options Cancellation Policy and any other policies published on our website.

If you do not agree with these Terms, please do not use our website or place an order.

2. About Us

This website is owned and operated by Imogen's Luxuries Ltd, trading as Imogen's Luxuries.

Throughout these Terms, the words "we", "us" and "our" refer to Imogen's Luxuries Ltd.

We specialise in handcrafted home fragrance products made in Berkshire, England, including reed diffusers, candles, room sprays, fragrance oils and related accessories.

Our contact details are:

Email: sales@imogensluxuries.co.uk

Our registered company details can be found within our Legal Notice and on our Contact page.

3. Using Our Website

You agree to use this website only for lawful purposes and in a manner that does not infringe the rights of, restrict or interfere with another person's use of the website.

You must not:

  • attempt to gain unauthorised access to any part of the website or its servers;

  • introduce viruses, malware or any malicious software;

  • interfere with the operation or security of the website;

  • copy, reproduce or scrape content from the website without our prior written permission;

  • use the website in any way that could damage its functionality or reputation.

We reserve the right to suspend or permanently restrict access to our website where we reasonably believe these Terms have been breached.

4. Eligibility to Purchase

By placing an order with us, you confirm that:

  • you are at least 18 years of age or otherwise legally capable of entering into a binding contract;

  • the information you provide is accurate and complete;

  • you are authorised to use the payment method provided;

  • you are purchasing our products in accordance with these Terms.

5. Changes to These Terms

We may update these Terms from time to time to reflect changes in our business, our products or applicable laws.

The most current version will always be published on this website. Continued use of our website after changes have been published constitutes acceptance of the updated Terms.

6. Website Availability

We aim to keep our website available at all times. However, we cannot guarantee uninterrupted access.

We may suspend, withdraw or restrict access to all or part of the website without notice for maintenance, security updates, technical improvements or circumstances beyond our reasonable control.

We shall not be liable if the website is temporarily unavailable for any reason.

7. Accuracy of Information

We make every reasonable effort to ensure that the information published on our website is accurate at the time it is displayed.

From time to time, product descriptions, pricing, availability, photographs or other information may contain typographical errors, inaccuracies or omissions. We reserve the right to correct such errors and to update information or cancel orders where necessary.

Nothing on this website constitutes professional advice, and any reliance placed upon the information provided is entirely at your own risk.

If you are unsure about any product before placing an order, please contact us and we will be happy to assist.

8. Relationship with Other Policies

These Terms should be read alongside our:

  • Privacy Policy

  • Returns & Refund Policy

  • Delivery Policy

  • Purchase Options Cancellation Policy

  • Cookie Policy

  • Legal Notice

Where there is any conflict between these Terms and a specific policy relating to your purchase, the more specific policy shall take precedence.

9. Placing an Order

When you place an order through our website, you are making an offer to purchase the selected products subject to these Terms.

After placing your order, you will receive an automated email acknowledging that we have received it. This acknowledgement does not constitute acceptance of your order.

A legally binding contract between you and Imogen's Luxuries Ltd is formed only when your order has been accepted, processed and dispatched.

Until that point, we reserve the right to decline or cancel any order.

10. Availability of Products

All products are offered subject to availability.

As many of our products are handmade in small batches, stock levels may occasionally vary. If an item becomes unavailable after you have placed an order, we will contact you as soon as reasonably possible to offer one of the following options:

  • an estimated dispatch date;

  • a suitable alternative product (if available); or

  • a full refund.

We are not obliged to supply products that have become unavailable due to circumstances beyond our reasonable control.

11. Prices

All prices displayed on our website are shown in Pounds Sterling (£).

We are not currently registered for VAT, therefore VAT is not charged on our products.

Delivery charges, where applicable, are calculated and displayed during checkout before your order is confirmed.

Although we make every effort to ensure pricing is accurate, errors may occasionally occur. If a pricing error is identified before your order has been dispatched, we reserve the right to cancel the order and issue a full refund. Where appropriate, we may offer you the opportunity to purchase the product at the correct price.

12. Payment

Payment is taken at the time your order is placed unless otherwise stated (for example, certain subscription arrangements).

We accept payment through the payment methods displayed during checkout. All payment transactions are processed securely by our authorised payment providers. We do not store or have access to your full payment card details.

By placing an order, you confirm that:

  • you are authorised to use the chosen payment method;

  • all payment information supplied is accurate; and

  • sufficient funds are available to complete the transaction.

If payment authorisation is declined or subsequently reversed, we reserve the right to cancel your order.

13. Discount Codes and Promotions

From time to time, we may offer promotional discounts or discount codes.

Unless expressly stated otherwise:

  • only one discount or promotional offer may be used per order;

  • discount codes cannot be exchanged for cash;

  • discount codes cannot be applied retrospectively to completed orders;

  • promotions may be withdrawn or amended without prior notice.

Where a discount has been applied due to an obvious publishing, pricing or technical error, or where we reasonably believe a discount code has been misused, we reserve the right to cancel the affected order and issue a full refund.

14. Fraud Prevention

To protect both our customers and our business, all orders may be subject to security and fraud screening.

We reserve the right to refuse, delay or cancel any order where we reasonably believe:

  • payment cannot be authorised;

  • the order may be fraudulent;

  • false or misleading information has been provided;

  • the order has been placed using unauthorised payment details;

  • the order appears to have been placed for fraudulent testing or other suspicious activity;

  • these Terms have otherwise been breached.

Where appropriate, we may request additional information to verify an order before dispatch.

If an order is cancelled due to suspected fraud, any payment received will normally be refunded to the original payment method unless we are required by law or by our payment provider to take alternative action.

Where we reasonably believe criminal or fraudulent activity has taken place, we reserve the right to retain relevant records and report the matter to the appropriate authorities, payment providers or fraud prevention agencies.

15. Cancelling an Order Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

Where your order has not yet entered the fulfilment process, we will cancel it and provide a full refund.

Once an order has been processed for dispatch or handed to our delivery partner, it can no longer be cancelled. However, your statutory rights remain unaffected, and you may still be entitled to return eligible items in accordance with our Returns & Refund Policy.

16. Right to Refuse an Order

We reserve the right to refuse or cancel an order at our discretion, including but not limited to the following circumstances:

  • products are unavailable;

  • payment cannot be verified or authorised;

  • pricing or product information contains an error;

  • delivery to the requested address is not possible;

  • we reasonably suspect fraudulent or unlawful activity;

  • the order breaches these Terms or applicable law.

If we cancel your order after payment has been received, you will receive a full refund using your original payment method.

17. Subscribe & Save

Selected products may be available through our Subscribe & Save programme.

By purchasing a subscription, you authorise us to charge your chosen payment method automatically at the frequency you selected until your subscription is cancelled.

Current subscription benefits, including any discounts, are displayed on the relevant product page and may be amended or withdrawn for future subscription orders at our discretion.

Managing Your Subscription

You may pause, modify or cancel your subscription at any time using the link provided in your order confirmation emails or through your customer account.

To prevent your next scheduled order from being processed, any changes or cancellations must be made before your next payment is taken.

If a recurring order has already been processed or dispatched, it cannot be cancelled. However, your statutory rights and our Returns & Refund Policy will continue to apply.

18. Pre-Orders

From time to time we may offer products for pre-order.

By placing a pre-order, you are reserving a product that is currently out of stock or not yet available for immediate dispatch.

Payment is taken at the time the order is placed unless otherwise stated.

As our products are handmade in small batches, estimated dispatch dates are provided in good faith but may occasionally change due to production requirements or circumstances beyond our reasonable control.

If a delay occurs, we will contact you as soon as reasonably possible with an updated estimated dispatch date.

You may cancel a pre-order at any time before it has entered the dispatch process and receive a full refund.

Once a pre-order has been processed for dispatch, it can no longer be cancelled. Your statutory rights and our Returns & Refund Policy remain unaffected.

19. Delivery

Our current delivery options, estimated dispatch times and delivery charges are displayed on our Delivery Policy page and during checkout.

Estimated delivery times are provided for guidance only and are not guaranteed unless expressly stated.

While we will always make reasonable efforts to dispatch orders promptly, we are not responsible for delays caused by:

  • Royal Mail or other delivery carriers;

  • adverse weather conditions;

  • industrial action or postal strikes;

  • customs delays;

  • incorrect delivery information provided by the customer;

  • circumstances beyond our reasonable control.

Risk in the goods passes to you upon delivery.

Ownership of the goods remains with Imogen's Luxuries Ltd until full payment has been received.

If your order has not arrived within a reasonable time, please contact us and we will work with you and the delivery provider to investigate.

20. Consumer Cancellation Rights

If you are purchasing as a consumer within the United Kingdom, you may have the right to cancel your order under applicable consumer legislation.

Where this right applies, you may cancel your purchase within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, you should notify us clearly by email or by using any withdrawal method provided on our website.

Returned goods should be sent back without undue delay and, where possible, in their original condition and packaging.

Refunds will be processed in accordance with our Returns & Refund Policy and applicable consumer law.

These cancellation rights do not affect your statutory rights relating to faulty, damaged or incorrectly supplied goods.

21. Returns and Refunds

Our Returns & Refund Policy forms part of these Terms.

If you are unhappy with your purchase, please contact us as soon as possible and we will always aim to resolve the matter fairly.

Where a return is accepted, refunds will normally be made using the original payment method.

We reserve the right to withhold a refund until returned goods have been received or satisfactory evidence of return has been provided.

Certain items may not be eligible for return where permitted by law, including products that have been opened, used or personalised where resale is not possible due to hygiene or safety reasons, unless they are faulty or not as described.

Nothing within these Terms limits or excludes your statutory rights under UK consumer law.

22. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged in transit or incorrect, please contact us as soon as reasonably possible, providing your order number and, where appropriate, photographs of the issue.

We may request additional information to help us assess the problem before offering an appropriate remedy.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will provide a remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair, partial refund or full refund.

Nothing in these Terms affects your rights under the Consumer Rights Act 2015.

23. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such delay or failure results from events beyond our reasonable control.

These events may include, but are not limited to:

  • severe weather;

  • flooding or fire;

  • pandemic or epidemic;

  • war or civil unrest;

  • industrial action;

  • interruption to transport networks;

  • supplier shortages;

  • power or telecommunications failures;

  • government restrictions.

Where such circumstances arise, we will make every reasonable effort to minimise disruption and fulfil orders as soon as reasonably practicable.

24. Handmade Products and Natural Variations

Every Imogen's Luxuries product is handcrafted in small batches using carefully selected ingredients.

Due to the handmade nature of our products and the use of natural waxes, essential oils and other natural ingredients, slight variations may occur between batches, including but not limited to:

  • colour;

  • wax appearance;

These natural variations are part of the character of handmade products and do not affect their quality or intended performance. They shall not be regarded as defects.

25. Product Information

We make every reasonable effort to ensure that product descriptions, photographs, dimensions, burn times, fragrance notes and other information published on our website are accurate.

However:

  • colours may vary depending on your screen or device settings;

  • measurements and weights are approximate;

  • fragrance perception varies from person to person;

  • burn times and diffuser longevity are estimates and depend upon environmental conditions and individual usage.

We reserve the right to improve, modify or discontinue products without prior notice.

26. Product Safety

Our products should always be used in accordance with any instructions provided.

Customers are responsible for ensuring products are used safely and appropriately.

We shall not be responsible for damage or injury arising from misuse, improper storage, failure to follow safety instructions or use other than intended.

Nothing in this clause limits your statutory rights.

27. Intellectual Property

Unless otherwise stated, all content on this website is owned by or licensed to Imogen's Luxuries Ltd.

This includes, but is not limited to:

  • our business name;

  • branding;

  • logos;

  • product names;

  • product descriptions;

  • photographs;

  • graphics;

  • artwork;

  • website design;

  • written content;

  • fragrance descriptions;

  • marketing material.

All intellectual property rights are reserved.

No material from this website may be copied, reproduced, published, distributed, adapted or used without our prior written permission.

28. Fragrance Blends and Product Designs

Our original fragrance blends, product concepts, scent combinations, branding, photography, product presentation and written descriptions represent significant creative investment.

You may not:

  • copy or reproduce our fragrance descriptions;

  • reverse engineer or intentionally replicate our product presentation;

  • relabel our products;

  • remove our branding;

  • use our products to create derivative commercial products;

  • present our products as your own.

Nothing within this clause prevents lawful resale of genuine Imogen's Luxuries products where authorised or otherwise permitted by law.

29. Commercial Use and Resale

Our products may be purchased for both personal and business use.

Businesses including retailers, holiday accommodation providers, offices, salons, spas and corporate customers are welcome to purchase and use our products.

However, unless we have provided prior written permission, our products must not be:

  • repackaged;

  • modified;

  • relabelled;

  • incorporated into another product for resale;

  • sold under another brand;

  • used in a manner that infringes our intellectual property rights.

Authorised wholesale customers remain subject to any separate wholesale agreement.

30. Acceptable Use of Website Content

You must not use automated systems, bots, scripts or software to copy, scrape, harvest or extract data from this website without our written consent.

You must not reproduce substantial parts of our website for commercial purposes.

Any unauthorised use of our content may result in legal action.

31. User Content

If you submit reviews, photographs, testimonials or other content to us, you confirm that:

  • the content is your own;

  • it does not infringe another person's rights;

  • it is not unlawful, abusive or misleading.

By submitting such content, you grant Imogen's Luxuries Ltd a non-exclusive, royalty-free licence to display, reproduce and use that content for marketing and promotional purposes unless you request otherwise.

We reserve the right to remove content that we reasonably consider inappropriate.

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