Terms and conditions
TERMS AND CONDITIONS FOR CONSUMERS
Click here for terms for Business
1. THESE TERMS
- 1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.
- 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 or require any changes, please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
- 2.1 Who we are. We are Luca and the Honey Badger Ltd a company registered in England and Wales. Our company registration number is 10300465 and our registered office is at 133 Eglinton Hill, London, United Kingdom, SE18 3DU.
- 2.2 How to contact us. You can contact us by writing to us at email@example.com or at our registered address 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 or postal 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 an ‘Order Confirmation’ to accept it, at which point a contract will come into existence between you and us.
- 3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing 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 We sell to the UK and internationally. If you request international delivery then additional delivery costs may apply and you may also be liable for import costs and taxes. See clause 7 (‘Providing the products’) for further information.
4. OUR PRODUCTS
- 4.1 Products may vary slightly from their pictures. The images of the products on our website 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 accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because some of our products are handmade, you should allow for a reasonable tolerance in relation to size, weight, capacity, dimensions and measurements for those handmade products.
- 4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
- 4.3 Making sure your measurements are accurate. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure on our website or by contacting us.
- 4.4 Personalised products. Many of our products are personalised, including by us routing your chosen names into the products. Once this process has been started it cannot be reversed. We can start this process at any time after accepting your order, so it is important you make sure that you provide all relevant information and instructions to us before you place your order.
5. YOUR RIGHTS TO MAKE CHANGES
- 5.1 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, delivery date 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).
- 5.2 For personalised products:
- (a) if you would like to make a change to any of the personalised aspects (for example, name(s), colours, configuration) after we have started the process of personalisation, you should notify us as soon as possible and we will confirm what, if anything, can be done. In these circumstances we do not guarantee being able to accommodate your change;
- (b) if you end the contract after we have started the process of personalisation, we will not be able to refund you the price of the relevant products (but will, if reasonable to do so, refund any additional costs you have paid such as international delivery charges).
6. OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the products. We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) 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 informed you in the description of the product on our website, we may make the following changes to these terms or 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.
7. PROVIDING THE PRODUCTS
- 7.1 Delivery costs. The costs of delivery will be as displayed to you on our website. In some instances, particularly for heavy or over-sized products, we may need to cost delivery on a case by case basis. We may also, if we chose to, allow you to arrange delivery, in which case we may charge a fee.
- 7.2 International delivery. If you order products from our site for international delivery, your delivery may be subject to import duties and taxes which are applied when the delivery reaches the destination. Please note that we have no control over these charges and we cannot predict their amount.
- 7.3 When we will provide the products. During the order process we will let you know when we will provide the products to you.
- 7.4 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.
- 7.5 Collection by you. If you have asked to collect the products from our premises, you can collect them from us at a time agreed between us in advance.
- 7.6 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our delivery partner will contact you on the telephone number you have provided to us to rearrange delivery. Please note that our delivery partner may apply additional charges for storage and/or redelivery.
- 7.7 If you do not re-arrange delivery. If you do not take delivery of the products from our delivery partner and the products are returned to us, we will try to contact you to re-arrange delivery or collection. If we incur any costs from delivery, collection or storage in these circumstances, we will be entitled to be reimbursed by you for such costs, and we may withhold the products until we receive such payment. 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.
- 7.8 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 or you, or a carrier organised by you, collect it from us.
- 7.9 When you own goods. You own a product once we have received payment in full.
- 7.10 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, names for personalised products, delivery address. If so, this will have been stated in the description of the products on our website. We will contact you in writing to ask for this information. 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.
- 7.11 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
- (a) deal with technical problems or make minor technical changes;
- (b) update the product to reflect changes in relevant laws and regulatory requirements;
(c) make changes to the product as requested by you or notified by us to you (see clause 6).
- 7.12 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. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, for a period of more than 3 months and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
- 7.13 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 12.4) and you still do not make payment within 7 days of us reminding you that payment is due, 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. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.5).
- 7.14 THE LEAD TIME ON ORDER TO DELIVERY IS AROUND 6 WEEKS
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, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
- (a) 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 clause 11;
- (b) 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;
- (c) 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 see clause 5.2 in relation to personalised products), this may be subject to deductions and you will have to pay the costs of return of any goods;
- (d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.5.
- 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 (a) to (e) 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:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
- (b) 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;
- (c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
- (d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, for a period of more than 3 months; or
- (e) you have a legal right to end the contract because of something we have done wrong.
- 8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. Please note that your right to change your mind may differ for personalised products – see clause 5.2 and clause 8.4.
- 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:
- (a) any personalised products where we have started the process of personalisation;
- (b) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
- (c) any products which become mixed inseparably with other items after their delivery.
- 8.5 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, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. 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. The foregoing is subject always to the rules around personalised products, which are set out at clauses 5.2 and 8.4(a).
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 emailing us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
- 9.2 Returning non-personalised products after ending the contract. If you end the contract for any reason after such 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 Unit 20, 71-73 Nathan Way, London SE28 0BQ or (if they are not suitable for posting) allow us to collect them from you. Please email us at email@example.com to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
- 9.3 When we will pay the costs of return. We will pay the costs of return:
- (a) if the products are faulty or misdescribed;
- (b) 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; or
- (c) if you are exercising your right to change your mind (this will not apply to personalised products).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. We charge £40 for collection of our products within UK mainland. For collection outside UK mainland we will provide a quote when you request collection.
- 9.5 How we will refund you. 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. If you are exercising your right to change your mind:
(a) 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.
- (b) 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.
- (c) Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
- 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 then:
- (a) If the products are goods and we have not offered to collect them, your refund will be made within 14 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.
- (b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
- 9.8 Your right to a refund will be subject always to our terms regarding personalised products.
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:
- (a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
- (b) 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, names to be routed into the product, colour(s) to be applied, delivery address;
- (c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or
- (d) you do not, within a reasonable time, allow us access to your premises to supply the services.
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.
11. IF THERE IS A PROBLEM WITH THE PRODUCT
- 11.1 How to tell us about problems. If you have any questions or complaints about theproduct, please contact us. You can write to us at firstname.lastname@example.org.
- 11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is goods, for example [furniture or a laptop], the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- up to 30 days: if your goods are faulty, then you can get an immediate refund.
- up to six months: if your goods can’t be repaired or replaced, then you’re entitled to afull refund, in most cases.
- up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.See also clause 8.3.See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
11.3 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. Please email us at email@example.com to arrange collection.
12. PRICE AND PAYMENT
- 12.1 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 12.3 for what happens if we discover an error in the price of the product you order.
- 12.2 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.
- 12.3 What happens if we got the price wrong. It is always possible that, despite our reasonable care, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
- 12.4 When you must pay and how you must pay. We accept payment by Paypal, credit and debit card (excluding American express) and bank transfer, in each case at the time you place your order.
- 12.5 We can charge interest if you pay late. If we have agreed to an alternative payment schedule, and 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 5% a year above the base lending rate of Barclays Bank plc 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. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, 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.
13.2 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 as summarised at clause 11.2; and for defective products under the Consumer Protection Act 1987.
14. HOW WE MAY USE YOUR PERSONAL INFORMATION
- 14.1 How we will use your personal information. We will use the personal information you provide to us:
- (a) to supply the products to you;
- (b) to process your payment for the products; and
- (c) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
- 14.2 WE DO NOT STORE CREDIT CARD DETAILS NOR DO WE SHARE CUSTOMER DETAILS WITH ANY 3RD PARTIES
15. OTHER IMPORTANT TERMS
- 15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
- 15.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
- 15.3 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 or make any changes to these terms.
- 15.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant
authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
- 15.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
- 15.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
The following terms and conditions apply to our gift cards:
- Gift cards can be redeemed at mudkitchens.co.uk with any product/products
- Gift cards cannot be used for other telephone purchases.
- Gift cards are not valid against the purchase of more gift cards..
- If you do not spend the entire amount on the gift card the remaining balance will be updated after each purchase. The balance can be used against future purchases.
- Gift cards can be used as part payment for a transaction with the balance being paid by another accepted method.
- If any product purchased with a gift card is subsequently exchanged for a product of lower price or a refund, any money owing will be issued as a gift card.
- Gift cards cannot be exchanged for cash
- Gift cards are non refundable after the 14 day cooling off period from date of issue.
- The gift card is not a cheque guarantee, credit, debit or charge card. The National Trust cannot be held liable for lost or stolen cards – please protect them as you would cash.
- Your gift card will either expire 12 months after the date of issue or 12 months from the last transaction (which ever comes later). A transaction is a sale or a top up. Any remaining balance is cancelled on expiry. We reserve the right to amend terms and conditions of our gift cards at any time and take appropriate action, including cancellation of a card, if necessary, in return for an appropriate refund.
- Nothing in these terms affect your rights at law (for instance, under the Consumer Rights Act 2015). Please see the Citizens Advice website at citizensadvice.org.ukfor more details.