Terms and Conditions

These terms may have changed since you last reviewed them.

Where to find information about us and our products

You can find everything you need to know about us, Steenbergs Limited, and our products on our website before you order. We also confirm the key information to you in writing after you order by email.

We don’t give business customers all the same rights as consumers

For example, business customers can’t cancel their orders, they have different rights where there is a problem with a product and we don’t compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

When you buy from us you are agreeing that:

• We only accept orders when we’ve checked them.
• Sometimes we reject orders.
• We charge you when we accept your order.
• We charge interest on late payments.
• We pass on increases in VAT.
• We’re not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• If you are a consumer and you bought online or over the telephone, you have a legal right to change your mind plus extra rights under our guarantee.
• You can end an on-going contract (find out how).
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

If you are a business customer this is our entire agreement with you

If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation based on any statement in this Agreement.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order

However, for some products we take payment at regular intervals, as explained to you during the order process. You will own your product once we have received payment in full, including of all applicable delivery charges.

If you are a business customer, delivery is complete once the products have been unloaded at the address for delivery set out in your order and the products will be at your risk from that time. If we fail to deliver the products, our liability is limited to the cost you incur in obtaining replacement goods of a similar description and quality in the cheapest market available, less the price of the products. However, we will not be liable to the extent that any failure to deliver the products was caused by an event outside our reasonable control, or because you failed to provide adequate delivery instructions or any other instructions that are relevant to the supply of the products.

If you are a business customer you must pay our invoices in full and you have no set-off rights

If you are a business customer, you must pay each invoice submitted by us within 30 days of the date of the invoice, in full and in cleared funds to a bank account nominated in writing by us, and time for payment shall be of the essence. You must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: [email protected] to end the contract and receive a refund for any products you have paid for in advance, but not received.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or its packaging may be slightly different.

If you are a consumer and you bought online or over the telephone, you have a legal right to change your mind plus extra rights under our guarantee

Your legal right to change your mind. For most of our products bought online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Our goodwill guarantee for consumers. In addition, we, Steenbergs Limited, offer our UK consumer customers a goodwill guarantee for most products bought online or over the telephone, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).

 When you can’t change your mind. You can’t change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product, you must let us know no later than 30 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: [email protected].

How to return the product. You have to return any products (and any free gifts provided with them) to us within 14 days of your telling us you have changed your mind. Returns are free as part of our goodwill guarantee provided you use our Freepost returns service. You can arrange a return:

• by contacting our Customer Service Team: [email protected]. We will email you details of our Freepost returns service. You should keep a receipt or other evidence from the Post Office that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price; and
• by sending the product back to us using your chosen delivery service. If you do not use our Freepost delivery service, returns will be at your own cost. You should keep a receipt or other evidence from your chosen delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, contact our Customer Service Team: [email protected].

We only refund standard delivery costs. For example, we don’t refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not ‘as new’, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you. If your product hasn’t been delivered, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If you’re sending the product back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example a subscription to goods) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team: [email protected].

You have rights if there is something wrong with your product

Return the product to us. If you think there is something wrong with your product, you must contact our Customer Service Team: [email protected].

Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Your rights if you are a business. We warrant that on delivery any products shall:

• conform with their description;
• be free from material defects in design, material and workmanship;
• be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
• be fit for any purpose held out by us.

Due to the perishable nature of the products, we are unable to warrant the length of time for which the products will remain fit for consumption. Any best before dates provided are given in good faith but are only estimates made by us. It is your responsibility to ensure that upon delivery the products are stored safely in a cool and dry place away from potential contamination.

Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers’ warranty) if:

• you give us notice in writing within 5 days of delivery that a product does not comply with the business customer warranty (see Your rights if you are a business);
• we are given a reasonable opportunity of examining such product; and
• you return such product to us at our cost,

we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us. Except as provided in these terms, we shall have no liability to you in respect of the product’s failure to comply with the business customer warranty (see Your rights if you are a business).

Exceptions to business customers’ warranty. We will not be liable for a product’s failure to comply with the business customer warranty (see Your rights if you are a business) if:

• you make any further use of such product after telling us it is non-compliant;
• the defect arises because you failed to follow our instructions as to the storage or use of the product (including the requirement to store products in a cool and dry place away from potential contamination and to observe best before dates);
• you alter the product without our written consent; or
• the defect arises because of fair wear and tear, willful damage, negligence, or abnormal working conditions.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements; and
• to make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.

If we make any changes outside the scope of the above, we’ll notify you and you can then contact our Customer Service Team: [email protected] to end the contract before the change takes effect and receive a refund for any products you’ve paid for but not received.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than one month in any three-month period we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than three months you can contact our Customer Service Team: [email protected] to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product, such as a subscription for goods. We let you know at least one month in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

• you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due;
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or
• you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us.

If you are a consumer and have said you will collect a product (‘click and collect’) but you don’t do this within 14 days then we treat your order as cancelled and refund the purchase price, see If you are a consumer and you have bought online or over the telephone, you have a legal right to change your mind plus extra rights under our guarantee.

If you are a business customer and you fail to take delivery of the products within 10 days after the day on which we notified you that the products were ready for delivery, we may resell part or all of the products. We will repay you the price you paid for the products after deducting reasonable storage, insurance and selling costs and any shortfall between the resale price and the price you paid for the products.

We don’t compensate you for all losses caused by us or our products

Our liability to consumers. We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
• Something you could have avoided by taking reasonable action.

Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Our liability to businesses.

Our liability to businesses. If you’re a business, then, except in respect of the losses described in Losses we never limit or exclude:

• we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profits, loss of sales or business, loss of agreements or contracts, loss of or damage to goodwill or any indirect or consequential loss arising under or in connection with any contract between us; and
• our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to £5,000,000.

Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:

• death or personal injury caused by negligence to the extent preserved by section 2(1) of the Unfair Contract Terms Act 1977;
• fraud or fraudulent misrepresentation;
• breach of the terms implied by section 12 of the Sale of Goods Act 1979;
• defective products under the Consumer Protection Act 1987; or
• any liability that cannot legally be limited.

No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: [email protected] will do their best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business, you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll contact you to let you know if we plan to do this. If you’re a consumer and you’re unhappy with the transfer you can contact our Customer Service Team: [email protected] to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. However, you can transfer our consumer guarantee (as explained in Our goodwill guarantee for consumers) to a new owner of the product. We can require the new owner to prove you transferred the product to them. If you’re a business you need our agreement to transfer your contract with us and it’s entirely up to us whether we give it.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.