Terms & Conditions

Use of site

This Agreement was last updated on 1st September 2020.

You represent and warrant that you are at least 18 years old or visiting the Site under the supervision of a parent or guardian. Hygienel.co.uk hereby grants you access and use of the Site hygienel.co.uk by displaying it on your internet browser only for the purpose of shopping for personal items sold on the Site.

Except explicitly permitted by hygiene.co.uk in advance, you may not reproduce, distribute, display, sell, lease, transmit, create derivative works from, translate, modify, reverse-engineer, disassemble, decompile or otherwise exploit this Site or any portion of it. You may not make any use of the Site for the benefit of another business, unless you are under and part of our affiliate program membership. Hygienel.co.uk reserves the right to refuse service, terminate accounts, and/or cancel orders in its discretion, including, without limitation, if hygienel.co.uk believes that customer conduct violates applicable law or is harmful to hygienel.co.uk interests.

Harassment in any manner or form on the site, including via e-mail, chat, or by use of obscene or abusive language, is strictly forbidden. You may not publish through the site any content which is libellous, obscene, threatening, invasive of privacy or publicity rights, abusive, illegal, or otherwise objectionable as this may constitute or encourage a criminal offence, violate the rights of any party or violate applicable law.

You will be solely responsible for all access to and use of this site by anyone using the password and user ID originally assigned to you. You are solely responsible for protecting the security and confidentiality of the password and identification assigned to you. You shall immediately notify hygienel.co.uk of any unauthorised use of your password or identification or any other breach or threatened breach of this Site’s security.

Use of our website indicates that you accept these terms and conditions set out below along with our privacy policy. Hygienel.co.uk reserves the right to change this site and these terms and conditions at any time.

 

TERMS OF SUPPLY FOR YOUR ORDER 

 

1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply goods to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Hygienel Ltd, a company registered in England and Wales. Our company registration number is 12649315 and our registered office is at 20-22 Wenlock Road, London, N1 7GU. Our registered VAT number is GB 353997057.
2.2 How to contact us. You can contact us by emailing us at sales@hygienel.co.uk or our postal address set out above.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. OUR CONTRACT WITH YOU
3.1 How we will accept your order. Our acceptance of your order will take place when we email you the ‘order confirmation’ details or inform you over the telephone that we have accepted it, at which point a contract will come into existence between you and us. We may choose not to accept an order for a variety of reasons.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4

4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. The images of the products on our website or in our brochure are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours or a picture in our brochure accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website or in our brochure.

5. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – Your rights to end the contract).

6. OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the products. We may change the product:
6.1.1 to reflect changes in relevant laws and regulatory requirements. For example, changes may be made to the products if such changes were required for health and safety reasons; and
6.1.2 to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
6.2 More significant changes to the products and these terms. In addition, as we told you over the telephone, set out in our brochure or as we informed you in the description of the product on our website, or told you in the course of email exchanges, we may make the following changes to the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received:
6.2.1 a substitute product if we are unable to supply the product that you ordered;

7. PROVIDING THE PRODUCTS
7.1 Delivery costs. The costs of delivery will be displayed on our website, or set out in our brochure, or told to you in the course of email exchanges during the order process.
7.2 During the order process we will let you know when we will provide the products to you. 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.
7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.5 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs.
7.6 If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
7.7 When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us.
7.8 When you own goods. You own a product once we have received payment in full.
7.9 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your name and contact details, the delivery address, your choices of product, how many products you would like, your payment details and your billing address. We will ask you for this information on our website or over the telephone during the order process, or we may contact you after the order process in writing via email. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.10 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product at any time to:
7.10.1 deal with technical problems or make minor technical changes;
7.10.2 update the product to reflect changes in relevant laws and regulatory requirements; or
7.10.3 make changes to the product as notified by us to you (see clause 6).
7.11 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than [60 days] and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
7.12 We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 13.4) we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not charge you for the products during the period for which they are suspended.

8. YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought how the contract with us was formed (for example, was this online or via email or telephone), whether there is anything wrong with it, how we are performing and when you decide to end the contract:
8.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clauses 11 and 12;
8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
8.1.3 If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
8.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
8.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
8.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
8.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;
8.2.4 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 60 days; or
8.2.5
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought over the telephone, by mail order, by exchange of emails or online you have a legal right to change your mind within 7 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
8.4.1 any products that are bespoke and outside of the product range we generally offer; e.g. non stock products purchased specifically on your behalf
8.4.2 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
8.4.3 any products which become mixed inseparably with other items after their delivery.
8.5 How long do I have to change my mind? You have 7 days after the day you (or someone you nominate) receives the goods, unless:
8.5.Your goods are split into several deliveries over different days. In this case you have until 7 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
8.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed. A contract for goods is completed when the product is delivered and paid for. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
9.1.1 Email. Email us at sales@hygienel.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.1.2 Online. Complete the Online Returns Process available at the end of these terms and conditions.
9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at Sitex Distribution, Maplebank Poultry Farm, Knatts Valley Road, West Kingsdown, Kent, DA4 0JY or (if they are not suitable for posting) allow us to collect them from you. Please visit our Returns Process System to raise a return. If you are exercising your right to change your mind, you must return the goods within 7 days of telling by completing the Returns Process (with issue of confirmation) you wish to end the contract, or by telephone.
9.3 When we will pay the costs of return. We will pay the costs of return:
9.3.1 if the products are faulty or misdescribed; or
9.3.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong,
in all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
9.5 How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.6 Deductions from refunds if you are exercising your right to change your mind.
9.6.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.6.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
9.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind under clause 8.5 then:
9.7.1 If the products are goods your refund will be made within 7 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
9.7.2 In all other cases, your refund will be made within 7 days of your telling us you have changed your mind

10. OUR RIGHTS TO END THE CONTRACT
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
10.1.1 you do not make any payment to us when it is due and you still do not make payment within two days of us reminding you that payment is due;
10.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, the information listed in clause 7.11; or
10.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
10.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 5 Business Days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

11. IF THERE IS A PROBLEM WITH THE PRODUCT
How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us at sales@hygienel.co.uk or raise a support ticket at https://hygienel.co.uk/contact.

12. YOUR RIGHTS IN RESPECT OF DEFECTIVE PRODUCTS
12.1 We are under a legal duty to supply products that are in conformity with this contract Nothing in these terms will affect your legal rights.
12.2 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection.
12.3 Please navigate to your My Accounts > Orders section and select which order or product you want to request a refund to obtain a returns authorisation number prior to returning any goods. You will be then advised by email our Returns Address to send your return of goods. The return of the goods will be at the expense of the purchaser or a further return carriage charge will be levied.
12.4 We will offer a simple online returns system to process any requests and also an online screen message centre so you can interact with our customer service team.

13. PRICE AND PAYMENT
13.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 13.3 for what happens if we discover an error in the price of the product you order.
13.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
13.3 When you must pay and how you must pay. We accept payment by all major debit and credit cards. For goods, you must pay for the products before we dispatch them.
13.4 Our Prices are subject to change and fluctuate given the nature of specific markets
13.5 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
13.6 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

14. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
14.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with the terms of the contract between us, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
14.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.
14.3 We are not liable for business losses. If you are a Consumer we only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14.4 We are not liable for withdrawing any Goods from the Website or for refusing to process an Order.

15. HOW WE MAY USE YOUR PERSONAL INFORMATION
15.1 How we may use your personal information. We will only use your personal information as set out in our Privacy Policy. Our Privacy policy can be accessed here.

16. OTHER IMPORTANT TERMS
16.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract between us.

17. ONLINE RETURNS PROCESS
17.1. If you are a consumer you have the right, in addition to your other rights, to cancel the order and receive a refund by informing Hygienel Ltd via our online ‘Returns System‘ provided the items are in it’s original packaging within 7 working days of receipt of the Goods.
17.2 Please note:- Chemical Liquids or Masks may not be returned for credit.
17.3 Goods must be returned by the Purchaser at the purchaser’s expense and should be adequately insured during the return journey. The purchaser will receive a refund of all monies paid for the Goods (including delivery charges, if any) except for return postal charges within 30 days of cancellation. If the purchaser fails to return the Goods following cancellation, the Hygienel Customer Service Team shall be entitled to deduct the cost of recovering the Goods from the purchaser.
• 17.3.1 Goods to be returned must clearly show your order number obtained from Hygienel on the package.
• 17.3.2 Where returned Goods are found to be damaged due to the purchaser’s fault the purchaser will be liable for the cost of remedying such damage.
• 17.3.3 Goods will not be accepted for return for credit unless previously agreed and must be received in the original packaging in a resalable condition.
• 17.3.4 Goods accepted by arrangement will be subject to a 10% re-stocking charge.
17.4 Refunds will be issued in the same method of payment as the original payment. i.e. A purchase made with paypal, a refund will be issued to the original buyer’s paypal account.

Returns Process

Please navigate to your My Accounts > Orders section and select which order or product you want to request a refund to obtain a returns authorisation number prior to returning any goods. You will be then advised by email our Returns Address to send your return of goods.
The return of the goods will be at the expense of the purchaser or a further return carriage charge will be levied.

We have a simple online returns system to process any requests and also an online screen message centre so you can interact with our customer service team.

 

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