Terms & conditions (last updated 18 December 2009)
1 No quibbles guarantee – in plain language
2 Our contact details
3 Privacy & security
4 Terms and conditions
5 Purchasing from us
6 Order confirmations
7 VAT & duty
8 Damaged or defective goods
9 Non Delivery
10 Returning goods/cancelling your contract – retail customers
11 Business customers
We want you to feel secure and protected in your relationship with us. Firstly, because you really are secure and protected, but also because that’s how we want to feel when we're shopping online too. Here’s a lot of information about what’s often called Terms & Conditions (T&Cs). Some of it we are legally obliged to include. Some of it we are required to include by two of the trade organisations we have subscribed to: Safebuy and ISIS. These are cool organisations that exist to make the web a safer and fairer place for consumers. If you are uncertain about your rights under these T&Cs, or you want any explanation about them please contact us before you place your order. You could even print a copy of these Terms & Conditions for your reference, but given that there’s too much paper in the world you could always email them to yourself instead!
1 The Yogamatters no quibbles guarantee – in plain language
At Yogamatters we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so we have a 'no quibbles guarantee'. If for any reason you are unhappy with your purchase you can return it to us in its original condition within 30 days (or within 45 days for items purchased in the first two weeks of December), and we will issue a full refund for the price you paid. You can always return items if they are defective. We are proud that our no quibbles guarantee policy gives you more than your statutory rights. We ask you to use this policy fairly. There is one type of product which is not covered by this, and it’s not us being mean, it’s industry standard: DVDs or CDs which have been opened by you can only be returned at our discretion.
2 Our contact details
Yogamatters is the trading name of Yogamatters Limited, a company registered in England (number 4221996). Our registered office is 32 Clarendon Road, London N8 0DJ, UK. You can telephone us on +44 (0)20 8888 8588 or fax us on +44 (0)20 8888 0623. Our office hours are Monday to Friday 10am - 5pm. If you have any compliments or complaints about our products or services email help@yogamatters.com. We try really hard to respond to all email to this address within one working day (but please be patient with us if it gets really busy and we take longer).
3 Privacy & security
This is so important it is covered in the Privacy & security section.
4 Terms & Conditions (T&Cs)
In order to comply with the European Union (EU) Directive on Distance Selling, you must agree to our T&Cs before your order can be processed. They govern any contract for sale that we jointly enter into and tell you the rights and obligations you have. As a consumer you may have other statutory rights granted by law which are not affected by these T&Cs. Our T&Cs are modelled on those recommended by the fair web trade organisation Safebuy.
5 Purchasing from us
By placing your order you are offering to buy the goods and permitting us to use your personal details for the purposes of supplying goods (including passing your details onto couriers and other subcontractors). We will not use your details for purposes other than those stated in our Privacy & security statement without asking your consent. You may request that your details are removed from our system by emailing or writing to us. We are not obliged to supply the goods to you until we have confirmed acceptance of your order and this is when the contract is made. Your payment will be taken prior to sending the goods ordered - usually within 24 to 48 hours of the goods being ordered. You do not own the goods until we have received payment in full. All prices and offers are subject to change and availability. Errors and omissions excepted (for example if we accidentally sell at below our cost price). You can choose to be invoiced in pounds sterling £, or Euros €.
6 Order confirmations
You will receive confirmation of your order by email. Please check that the details contained in this email are correct. If there are any mistakes, please let us know immediately. Your confirmation email is neither an invoice nor a formal acceptance of your order. Invoices are sent by post to your address or sent with the goods. If we are unable to fulfil part or all of your order (due to having sold out for example), or if there is an error in your order, we will advise you as soon as possible. If payment has been made on an order that we are unable to fulfil we will immediately refund you by the same method you paid us.
7 VAT & duty
The prices shown on the product pages include UK VAT (where applicable) at a rate of 17.5%. Our VAT number is GB 774 4258 06. If you are outside the European Union (EU), VAT is deducted automatically from your order in the shopping basket. If you are outside the UK and inside the EU customer and are VAT registered in your country, please contact us with your VAT number before placing your order so that we can set up your account correctly (so that you are not charged VAT). If you live outside the EU you are responsible for any local taxes & duties charged in your country. There are no local taxes or duties (other than VAT) in the EU.
8 Damaged or defective goods
We aim to supply top quality goods (ie free from defects in materials and workmanship). You should inspect the goods when you receive them for defects and damage. Notify us as soon as possible if there are any problems so that we can arrange for their collection at no cost to you. Damages and shortages must be notified within 14 working days of delivery (or within a reasonable time after discovery of the problem). Please retain all documents and packaging. You are entitled to reject the goods and receive a full refund, or have the faulty goods replaced free of charge. If you tell us about a problem after 14 days of delivery (or after a reasonable time of discovery) we are entitled to either replace the goods free of charge or give you a refund.
9 Non delivery
You can track most orders online using the tracking number sent to you by email when your order is shipped. Use the “Where’s my stuff?” link at the bottom of any page on the website to retrieve your order details, including tracking information. Please inform us as soon as possible if your order has not been delivered.
Delivery times quoted are for guidance only and are not guaranteed (unless specifically described as such).
In the UK, parcels sent via courier usually take 1-3 working days from the date of despatch to arrive. Please inform us within 21 days of placing your order if the goods have not been delivered. Although we may still be able to trace your items after this time we will not consider claims for lost items after this period. Parcels sent via Royal Mail usually take 2-5 working days from the date of despatch to arrive. If your package has not turned up after this time, and you have not received a card, it is often worth checking with your local mail delivery office in case they are holding it for you (for example if it does not fit through your letterbox).
We are obliged to wait 15 working days (3 weeks) from the date of despatch before the postal service will acknowledge a missing item as lost. If your parcel does get lost in the post, we will reship or refund after this time period.
10 Returning goods/cancelling your contract – retail customers
You have the right to cancel the contract and receive a refund or alternative item, provided that the goods are returned undamaged and complete, together with the relevant packaging in an unused condition. You must inform us in writing of your desire to cancel within 14 working days starting from the day after the goods are delivered to you. You must return the goods to us at your cost and we advise you to insure the goods adequately. If returned products are lost we will not be liable for them. If you have not returned the goods within 14 days of cancellation, or if you request it, we can collect the goods from you at your cost. Note: If you request us to arrange for a courier collection we are unable to specify the collection time (although it is usually in the afternoon) and someone needs to be present when the courier comes. If we arrange a courier collection for an agreed time and you are not there we reserve the right to pass on the costs incurred to you. If you wish to cancel, please email us or write to us at Yogamatters, 32 Clarendon Road, London N8 0DJ, UK. We will refund the total amount of money paid by you for the goods, less any collection costs, within 30 days from the day on which we receive your notice of cancellation in writing (but usually much quicker than that). Refunds for returned goods will be made via the same method of payment as used to place the order. Make sure you include these details with your return: Your name, daytime telephone number, order number, and the reason for the return. If you are exchanging goods, we will usually pay the postage for shipping a replacement item (check with us if you want to be certain).
We reserve the right to cancel the contract between us if we have insufficient stock to deliver the goods you have ordered or if
one or more of the goods you ordered was listed at an incorrect price due to an error. If we do cancel your contract we will notify you by e-mail and will re-credit your account as soon as possible.
11 Business customers
Wholesale/re-seller customers must contact us before returning goods. The Distance Selling Regulations do not apply to Business Customers – but our no quibble guarantee does. Goods cannot be returned after 30 days from delivery under any circumstances. If you are a business or if the goods are used wholly or in part for business purposes we will not be liable to you for any business loss including loss of profits (whether direct or indirect), business data, revenue, goodwill, or incidental, or consequential loss that you may suffer as a result of the purchase of goods from us. Any other liability will be limited to the price paid for the goods. We do not exclude our liability for fraud or for death or personal injury. For us performance time is not of the essence. If you have a credit account with us payment is due in the number of days specified in the invoice. If payment is not received within 30 days of the date of our invoice we may charge interest for late payment calculated daily at 4% above Barclays Bank base rate both before and after judgement.
