General Terms and Conditions
BUSINESS TO CONSUMER - ONLINE TERMS AND CONDITIONS BETWEEN A BUSINESS AND CONSUMER FOR THE SALE OF GOODS
Last modified: June 16, 2021
These terms and conditions form the basis on which you can visit us and our website. Please read them carefully as they contain important information.
General terms and conditions
This site is owned and operated by Läderach (UK) Limited of 10 Coped Hall Business Park, Royal Wootton Bassett, Swindon, SN4 8DP, United Kingdom. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at [email protected] or +44 (0) 20 3827 8565.
1. The contract between us
We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Payment of the price for the goods represents an offer on your part to purchase the goods, which will be accepted by us only when the goods are dispatched. Only at this point is a legally binding contract created between us.
2. Acknowledgement of your order
To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us
3. Customer Account
The customer may browse and place orders on Läderach’s websites as a guest.
The customer also has the option to create a customer account on Läderach’s websites, based on his or her email address and a password chosen by him or her. Only the name and email address are required to create the account. If the customer wishes to benefit from the delivery services of Läderach, he or she will be asked to fill in other personal information such as physical address for delivery and billing purposes and telephone number, so that Läderach can deliver the ordered goods. If the customer has already filled out this information in his or her account, his or her credentials and information will have been saved and he or she will only need to log back into the account to place a new order. The customer account will also keep track of purchase history. Once logged in to the account, the customer will be able to modify his or her data at any time. If the customer wishes to close the account, he or she can write to us at the following email address [email protected].
If the customer decides to open a customer account with Läderach, he or she is responsible for ensuring that the personal information provided are accurate and up to date before placing any orders. The customer should also ensure that the password chosen when logging in is kept confidential and is not disclosed to anyone.
Läderach reserves the right to refuse an order and/or terminate a customer account without notice if the account is in breach of these General Terms and Conditions or if it decides that it is in Läderach’s best interests.
4. Data Protection
5. Ownership of rights
All rights, including copyright, in this website are owned by or licensed to Läderach (UK) Limited. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.
6. Accuracy of content
We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only.
7. Damage to your computer
We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.
All orders are subject to acceptance and availability. If the goods you have ordered are not available from stock, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available from stock or to cancel your order.
9. Ordering errors
You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process.
The prices payable for goods that you order are as set out on our website. All prices are inclusive of VAT at the current rates and are correct at the time of entering information. Where it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, and offer to sell you the goods of the specification and description at the price stated in the email and will state in the email the period for which the offer or the price remains valid.
11. Payment terms
We will take payment upon receipt of your order from your credit or debit card. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.
12. Delivery charges
Delivery charges vary according to the type of goods ordered.
13.1 Our delivery charges are set out when checking out in our website.
13.2 You will be required to pay extra for delivery and it might not be possible for us to deliver to some locations.
13.3 Please note that we are only able to deliver to addresses within the United Kingdom, but excluding the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles.
13.4 We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed and therefore time is not of the essence. In any event, we will aim to deliver your goods within 30 days from the day after the day we received your order. If delivery is delayed beyond this time, we will contact you and either agree a mutually acceptable alternative date, or offer you a full refund.
13.5 You will become the owner of the goods you have ordered when they have
been delivered to you. Once goods have been delivered to you they will be held at your own risk and we
will not be liable for their loss or destruction.
14. Risk and ownership
Risk of damage to or loss of the goods passes to you at the time of delivery to you. If you choose to use your own courier then the risk passes to you as soon as the goods are handed to your courier. You will only own the goods once they have been successfully delivered.
15. Cancellation rights
15.1 Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of goods mentioned in 15.3 below). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.
15.2 Should you wish to cancel your order, you can use the cancellation form provided at the end of these terms and conditions, or alternatively you can notify us by any other clear statement.
15.3 You cannot cancel your contract if the goods you have ordered are made to your specifications or are clearly personalised, if it’s newspapers or magazines or if you have taken any audio or video recording or computer software out of the sealed package in which it was delivered to you.
15.4 If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.
15.5 Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, received evidence that you have sent the goods back, we will refund any sum debited by us from your credit or debit card within 14 calendar days.
15.6 We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation).
16. Cancellation by us
16.1 We reserve the right not to process your order if:
16.1.1 We have insufficient stock to deliver the goods you have ordered;
16.1.2 We do not deliver to your area; or
16.1.3 One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
16.2 If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
17. If there is a problem with the goods
17.1 If you have any questions or complaints about the goods please contact us. You can do so at phone: +49 (0) 2771 30 09 0 or email: [email protected].
17.2 We are under a legal duty to supply goods that are in conformity with this contract and in accordance with the Consumer Rights Act 2015 (the Act).
17.3 If you wish to exercise your legal rights to reject goods which do not conform with the Act you must either return them in person to where you bought them, post them back to us, or (if they are not suitable for posting) or allow us to collect them from you. We will pay the cost of postage or collection.
18.1 Unless agreed otherwise, if you do not receive goods ordered by you within 30 days of the date on which you ordered them and decide to cancel the order rather than re-arrange delivery (in accordance with clause 11), we will provide you with a full refund.
18.2 We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control.
18.3 Furthermore, we do not accept liability for any losses related to any business of yours including but not limited to: lost data, lost profits, lost revenues or business interruption.
18.4 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
18.5 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence. You have certain rights as a consumer including legal rights (e.g. under the Act) relating to faulty and/or misdescribed goods.
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Läderach (United Kingdom) Limited, 254 Regent Street, London, W1B 3AA, United Kingdom and all notices from us to you will be displayed on our website from time to time.
20. Changes to legal notices
We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.
21. Law, jurisdiction and language
This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
22. How we may use your personal information
23. Third party rights
Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.
24. Other important terms
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.
Läderach Terms of Business (online sales and purchases)
Last modified: August 2023
We hope you will enjoy your online experience as much as in store. These are our online Business to Consumer Terms and Conditions of contract. By confirming your purchase, you accept that these Terms and Conditions form the basis of the contract between us (see more at Clause 1 below). Your statutory rights are not affected.
In this contract:
- ‘we’, ‘us’ or ‘our’ means Läderach (UK) Ltd;
- ‘you’ or ‘your’ means the customer purchasing our Product(s);
- ‘Order’ means an order placed by a customer via our website for our Product(s);
- ‘Product(s)’ means the Product(s) which are offered for sale by us on our website;
- ‘Terms and Conditions’ means these terms and conditions of the contract between you and us for the sale by us and the purchase by you of the Product(s).
Do you need extra help?
If you would like these Terms and Conditions to be made accessible in another format (for example: audio, large print, braille) please contact us using one of the methods on our contact us page: https://uk.laderach.com/contact-us.
1.1 All of our Products have a shelf-life of 6-12 weeks, unless otherwise specified in the Product description online and on the Product label. We store our Products in special conditions at between 18 -24 celsius in order to maintain them at a high qualitive saleable condition. Our Products are therefore perishable.
1.2 If you buy Product(s) on our website you agree to be legally bound by these Terms and Conditions. Please read these Terms and Conditions carefully and ensure that you understand them before ordering, because you will be required to accept these Terms and Conditions when ordering the Product(s). If you do not agree to comply with and be bound by these Terms and Conditions, you will not be able to order Product(s) through our website.
1.3 These Terms and Conditions of contract apply only if you are buying Product(s) on our website as a consumer and by proceeding you warrant that you are categorised as such. You will not be categorised as a consumer if you are purchasing as a business, trade or profession and if that does apply to you then please refer to our Business to Business Terms and Conditions at https://shop.uk.laderach.com which will be applicable to the purchase of the Product(s). If you are a company and wish to place an order and pay by invoice, please contact us at [email protected].
1.4 These Terms and Conditions of contract are available in English only.
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 visit https://shop.uk.laderach.com
2.1.2 read the acknowledgement email (see Clause 4.3); or
2.1.3 contact us by visiting: https://uk.laderach.com/contact-us
2.2 If we have to change any key information once a legally binding contract between you and us is made, we will write to you and let you know.
3. Customer Account
3.1 The customer may browse and place orders on Läderach’s websites as a guest.
3.2 The customer also has the option to create a customer account on Läderach’s websites, based on his or her email address and a password chosen by him or her. Only the name and email address are required to create the account. If the customer wishes to benefit from the delivery services of Läderach, he or she will be asked to fill in other personal information such as physical address for delivery and billing purposes and telephone number, so that Läderach can deliver the ordered goods. If the customer has already filled out this information in his or her account, his or her credentials and information will have been saved and he or she will only need to log back into the account to place a new order. The customer account will also keep track of purchase history. Once logged in to the account, the customer will be able to modify his or her data at any time. If the customer wishes to close the account, he or she can write to us at the following email address [email protected].
3.3 If the customer decides to open a customer account with Läderach, he or she is responsible for ensuring that the personal information provided are accurate and up to date before placing any orders. The customer should also ensure that the password chosen when logging in is kept confidential and is not disclosed to anyone.
3.4 Läderach reserves the right to refuse an order and/or terminate a customer account without notice if the account is in breach of these General Terms and Conditions or if it decides that it is in Läderach’s best interests.
4. Data Protection
5. Your privacy and personal information
6. Ordering Product(s) from us
6.1 Below, we set out when a legally binding contract arises between you and us.
6.2 An Order is placed when you click the Order button but a legally binding contract is not formed at this stage (see Clause 4.3 below for when contract is formed). Please read and check your Order carefully before submitting it as the requested order cannot be changed once it has been submitted.
6.3 Once we receive your order, a confirmation email will be sent to you. This acknowledgement does not, however, mean that your order has been accepted by us. Your order is only accepted when we confirm dispatch of your Product(s) by email.
6.4 We may contact you to say that we do not accept your Order. This is typically for the following reasons:
6.4.1 the Product(s) is/ are unavailable;
6.4.2 we cannot authorise your payment;
6.4.3 you are not allowed to buy the Product(s) from us;
6.4.4 we are not allowed to sell the Product(s) to you;
6.4.5 you have ordered too many Product(s); or
6.4.6 there has been a mistake on the pricing or description of the Product(s).
6.5 If we do not accept your order for one of the reasons set out at Clause 4.4, but payment has already been taken in accordance with Clause 8.3, we will refund the payment in full as soon as possible.
6.6 If you are under the age of 18 you are not permitted to buy any alcoholic Product(s) from our website, and those Products so categorised are set out on the relevant webpage in our description of the Product(s).
7. Right to cancel
7.1 As our Products are perishable (and we cannot resell any products that are sold and delivered to customers), they are exempted from the cooling-off provisions under the consumer regulations and you are not able tocancel and return your order and request a refund or replacement, save for in the circumstances set out at clause 5.2 and 5.3.
7.2 Late Delivery
7.2.1 If we miss the estimateddelivery date specified by us in our email confirming despatch of an Order for Products (“estimated delivery date”), you may cancel your Order straight away if:
18.104.22.168 we have refused to deliver the Products for any reason; or
22.214.171.124 you told us before the contract between you and us was made that delivery by the estimated delivery date was essential.
7.2.2 If you do not wish to cancel your Order straight away (or do not have the right to do so in the circumstances set out above), you can give us a new deadline for delivery, which must be reasonable and which must be agreed by us, and if we are unable to meet the new deadline, you may cancel your Order.
7.2.3 If you do choose to cancel your Order for late delivery in the circumstances set out in this clause 7.2:
126.96.36.199 you can do so for either all of the Order or just part of the Order (unless splitting up the Products in the order would significantly reduce their value);
188.8.131.52 if any of the Products in the Order have been delivered to you, we may ask youto return them to us, and we will pay the reasonable return postage costs (calculated on DHL’s standard next day delivery rate) incurred by you in accordance with clause 5.5 below; and
184.108.40.206 after you cancel your Order we will refund any sums you have paid to us for thecancelled Products and their delivery.
7.3 Faulty or Damaged Products
7.3.1 We must provide Product(s) that are of satisfactory quality, fit for purpose, and/or as described at the time of purchase, in accordance with any pre-contract information we have provided in accordance with clause 2 above.
7.3.2 If any Product(s) you have purchased from us do not comply with their Product description or have faults or are damaged when you receive them, then, where appropriate, and subject to production by you of reasonable satisfactory evidence of damage, we will arrange for a replacement Product(s) to be sent to you, or alternatively we will refund you the price you paid for the Product(s).
7.3.3 Where we deliver a replacement Product(s) and such redelivery of the Product(s) remains unsatisfactory for one of the reasons in clause 5.3.2, we will refund you the price of the Product(s) in the quantity sold.
7.3.4 We are not liable to you for any fault where the product(s) that arrive:
220.127.116.11 are damaged though improper or delayed delivery where the customer is at fault; or
18.104.22.168 become damaged by improper handling or storage of the Products after delivery to you.
7.4 If you wish to exercise your right to cancel an Order in accordance with this clause 5 and request replacement Products or a refund, you must inform us of your decision straight away by completing the online cancellation form here https://shop.uk.laderach.com or by using the following contact details:Telephone: 020 3827 8565; Email: [email protected]; or Post: 254 Regent Street, London, W1B 3AA
7.5 If you cancel this contract, we will send you an email confirming cancellation and we will let you know if we require the return of the Product(s). If we do require return, we will provide you with details of how that can be effected. In normal circumstances you will be responsible for the cost of return of the Product(s), unless the Product(s) are faulty or damaged upon arrival, in which case we will be responsible for the standard cost of return of the Product(s). Costs of return will be calculated on DHL’s standard next day delivery rate. If you choose to use another service provider to return the products, you will not be compensated for any additional costs above the standard next day delivery rate by DHL.
7.6 Where a refund of part or whole of the Order is agreed, we will make the reimbursement within 30 days following cancellation or within 30 days following the day we have received the Product(s) if we have requested you to return them.
7.7 If you have purchased a set of Products where there is a built-in discount per unit,this shall be reflected in any per unit refund.
7.8We will make any agreed refund using the same means of payment as you used for your purchase.
7.9 Late delivery and faulty or damaged Products are the only situations where we can offer a refund or replacement. A refund or replacement will only be offered to customers in such circumstances where the customer is the purchaser and where you can produce an email confirmation of your Order or such other evidence of purchase and showing you as the purchaser of the Product(s).
7.10 You do not otherwise have a right to cancel your Order or any contract between us and we are not otherwise able to offer refunds or allow for a return of ordered Products, in accordance with the Consumer Contract Regulations 2013.
7.11 Please see our Laderach UK Refund Policy (INSERT LINK) for further information.
8.1 We use DHLand Royal Mail to deliver our Product(s). During the online checkout process, you will be given available delivery options to choose from. For more information on delivery options and costs, please go on to our website and click on Delivery Information https://uk.laderach.com/delivery-information .
8.2 The estimated delivery date and time for delivery of the Product(s) is set out in our email informing you that your order has been dispatched.
8.3 If something happens which is outside of our control and affects the estimated date of delivery, we will provide you with a revised estimated date for delivery. Please see clause 5.2 for your rights when we issue a revised estimated delivery date.
8.4 Delivery will take place at the address specified by you when you placed your order with us.
8.5 If your Product(s) contains any alcohol content, we cannot deliver the Product(s) if we are unable to properly identify you. We would ask that you provide our driver with a form of ID (passport or photocard driving licence).
8.6 Unless you and we agree otherwise, if we cannot deliver your Product(s) within 30 days of the date of your confirmation of despatch email, we will:
8.6.1 let you know;
8.6.2 cancel your order; and
8.6.3 give you a refund.
8.7 If nobody is available to take delivery, please contact the delivery service provider who may provide you with the option of a reschedule, redelivery or to leave the items with a neighbour or at a safe place, amongst other available options. You shall not be entitled to any refunds which arise as a result of your refusal to accept delivery for your Order.
8.8 You are responsible for the Product(s) once they have been delivered to the address specified by you in your Order and the risk in the Product(s) passes to you when you the Product(s) are delivered.
8.9 We do not make deliveries to any addresses outside of the UK and within the UK we will unfortunately not be able to deliver to the following areas Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles. Deliveries will not be made to Jersey and Guernsey.
8.10 We may deliver your Product(s) in instalments and this information will be provided in your confirmation of dispatch email.
9.1 We accept the following payment methods: Mastercard, Visa, Klarna, Paypal and ApplePay.
9.3 Payment will be taken when the Order is submitted and your card issuer may require authorisation from you.
9.4 If you do not pay for the Product(s) and fail to return them, we may collect the Product(s) from you at your address. We will try to contact you to let you know if we intend to do this.
9.5 Nothing in this clause affects your legal rights to cancel the contract in the circumstances set out in clause 5.
9.6 All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate, but exclude delivery charges. For information on delivery options and costs, please see Delivery Information [insert link]on our website.
10. Nature of the Product(s)
10.1 As a consumer, you are given certain legal rights (also known as ‘statutory rights’). The Product(s) that we provide to you must be as described, fit for purpose and of satisfactory quality.
10.2 We are under a legal duty to supply you with Product(s) that are in conformity with this contract.
10.3 The packaging of the Product(s) may be different from that shown on the website.
10.4 While we try to make sure that:
10.4.1 all weights, sizes and measurements set out on the website are as accurate as possible, there may be a small tolerance of up to 5% in such weights, sizes and measurements; and
10.4.2 the colours of our Product(s) are displayed accurately on the website, the actual colours that you see on your device may vary depending on the device that you use
10.5 Any Product(s) sold at discount prices, will be identified and sold as such. We do not accept returns for discounted items.This clause does not apply to Products sold in a set with in built discount, as described at clause 7.7 above.
10.6 If we are unable to supply certain Product(s), we may need to substitute them with alternative Product(s) of equal or better standard and value. In this case:
10.6.1 we will let you know if we intend to do this but this may not always be possible; and
10.6.2 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.
11. Faulty Product(s)
11.1 We must provide Product(s) that are of satisfactory quality, fit for purpose, and/or as described at the time of purchase, in accordance with any pre-contract information we have provided. If any Product(s) you have purchased from us do not comply with description or, have faults or are damaged when you receive them, please contact us as soon as reasonably possible to inform us of the problem using one of the following methods: by telephone: 020 3827 8565; by email: [email protected]; or by post: 254 Regent Street, London, W1B 3AA.
11.2 Please see clause 7.3 for your rights regarding faulty or damaged Products.
11.3 Nothing in this contract affects your statutory rights. You may also have other rights in law. For more information please visit Citizens Advice website www.citizensadvice.org.ukor call 0808 223 1133.
12. Product Recall
12.1 You agree to notify us immediately if you become aware of a Product(s) which may be defective, faulty or otherwise unsafe for consumption.
12.2 Your notification should include:
12.2.1 a copy of your claim or complaint, and any correspondence exchanged with any third party;
12.2.2 details of the Product(s) supplied, batch and serial number of the Product(s), date on which the Product(s) was received and your Order number.
12.3 We will review and investigate all such complaints promptly and where necessary recall the Product(s) or ensure that corrective actions are taken.
12.4 We have the right to initiate a Product(s) recall or corrective action which is deemed necessary and appropriate without requiring your approval and this shall be made at our sole discretion. Any such recall or corrective actions shall where necessary be notified to the appropriate regulatory body.
13. End of the Contract
13.1 If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
14. Limitation on our Liability
14.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
14.1.1 losses that were not foreseeable to you and us when the contract was formed;
14.1.2 losses that were not caused by any breach of this contract or any negligence on our part;
14.1.3 business losses; or
14.1.4 losses to non-consumers.
15. Not for re-sale
15.1 None of our Product(s) are for resale and the offering for sale of any of our Product(s) is strictly forbidden. We reserve the right to take legal action in respect of any resale or offer for sale.
16. Third party rights
16.1 No one other than a party to this contract has any right to enforce any term of this contract.
17. Jurisdiction, Law, and Disputes
17.1 We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the Product(s) you ordered, our service to you or any other matter, please contact us as soon as possible in accordance with our Complaint Handling Policy (see clause 17.2).
17.2 For more information on our Complaints handling Policy please contact us at [email protected]
17.3 If a dispute cannot be resolved in accordance with our Complaint Handling Policy or you are unhappy with the outcome, you may want to use alternative dispute resolution (ADR). ADR is a process for resolving disputes between you and us that does not involve going to court.
17.4 If you would like to pursue ADR, you will need to submit a complaint to Retail ADR (previously the Retail Ombudsman) in writing (at Retail ADR, 12–14 Walker Avenue, Wolverton Mill, Milton Keynes MK12 5TW), by email ([email protected]) or by phone (+44 (0)20 3540 8063).
17.5 If you do not wish to use ADR or you are unhappy with the outcome of ADR, you can still bring court proceedings. 17.6 These Terms and Conditions, and the relationship between you and us (whether contractual or otherwise) shall be governed by, interpreted, and applied in accordance with the laws of England and Wales.
17.7 Subject to Clause 17.4, any disputes concerning these Terms and Conditions, the relationship between you and us, the Product(s) or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts