Terms & Conditions

Our Terms:

1. These terms
2. Information about us and how to contact us
3. Our contract with you
4. Our products
5. Delivery & Shipping
6. Orders & Returns
7. Price and Payment
8. Your right to end the contact
9. How to end the contract with us
10. Our rights to end the contract
11. If there is a problem with the product
12. Our responsibility for loss or damage suffered by you
13. How we may use your personal information
14. Other important terms


 

1. THESE TERMS 


1.1 What these terms cover. Namaste and welcome to www.yogamatters.com (the “Website”). We know from our own experiences of shopping online that it’s important to feel secure and protected, so we go out of our way to make sure that’s how you feel when shopping with us too. Our Terms and Conditions (or T&Cs) outline everything you need to know to ensure that shopping with us is safe, secure and fair. By using the Website you agree to be bound by these T&Cs and any orders placed by you are bound by these T&Cs. Please read these terms carefully before you submit your order to us. If you’re uncertain about your rights under these T&Cs, or you want any explanation about them please get in touch before you place your order.


1.2 If you would like to place a large wholesale order with us please get in touch at help@yogamatters.com and we will discuss the wholesale availability of our products and our relevant credit and payment terms.

 

 


2. INFORMATION ABOUT US AND HOW TO CONTACT US


2.1 Who we are. Yogamatters is the trading name of Yogamatters Limited, a company registered in England and Wales. Our company registration number is 4221996 and our registered office is at Oakforest House, 1-5 Summerland Gardens, London N10 3QN. Our registered VAT number is GB 774 4258 06.


2.2 How to contact us. You can telephone us on +44 (0)20 8888 8588, our office hours are Monday to Friday 9.00am - 5.00pm. If you have any compliments or complaints about our products or services, please 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 slightly longer).


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. Your order is an offer to Yogamatters to buy the product(s) in your order. When you place an order to purchase a product(s) from Yogamatters, we will send you a message confirming receipt of your order and including the details of your order (the “Order Confirmation”). When we send you the Order Confirmation this does not confirm acceptance of your offer to buy the product(s) ordered, it is an acknowledgment that we have received your order. Our acceptance of your offer, and conclusion of the sale of a product(s) to you, will take place when we email you to confirm the order has been dispatched to you, 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. 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 make delivery within a reasonable timeframe due to issues with stock availability.


3.3 Your order number. We will assign an order number to your order and tell you what it is when we receive your order. It will help us if you can tell us the order number whenever you contact us about your order. If you have not received an order number please contact us at help@yogamatters.com or telephone us on +44 (0)20 8888 8588.

 

 

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, sizes, weights, capacities, dimensions and measurements indicated on our Website for these products have a reasonable tolerance of difference.


4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

 


5. DELIVERY & SHIPPING


5.1 Free UK delivery over £75. We offer free standard delivery applicable on UK Mainland orders over £75 only. Please note UK Mainland delivery excludes post codes beginning AB, KW, IV, PA and PH except for AB 1 to 16, AB 21 to 25, AB 30 and AB 39, PA1 to PA 19 and PH1 to PH3.


5.2 Our delivery process. You can have your order shipped to you via your chosen delivery method.

(a)  When you place an item in your shopping basket, you can use our delivery calculator to view the shipping cost. This way you know exactly how much you're   spending on delivery before you make any commitment to buy. Please ensure your delivery details and especially the delivery country is correct.

(b)  We‘ll send you an email when your order is despatched and we use a signed for service for many orders, so it's important that there is someone in to receive the goods. If this isn't possible, we recommend you have it shipped to an alternative delivery address (such as your work, a friend's or neighbour's house). We can't deliver to PO Boxes or packstation addresses. Delivery to hotel addresses will be at your own risk, please be sure to state your room number and dates of stay. Please note that delivery times quoted are for your guidance only and are not guaranteed. As we're sure you know, nothing is 100% certain (especially when it involves the roads), and very occasionally the next day service isn't. Generally however, there are no problems and your order will arrive as planned. The majority of our courier services offer a 'Predict' service. This is an SMS text to you on the morning of delivery outlining the timings of your delivery slot direct to your mobile phone. To receive this service, make sure enter your mobile number when placing your order, including country dialling code if outside of the UK. Most of our deliveries will occur between the hours of 08.00 and 19.00.

(c) Please be aware that courier notes containing extra information for delivery are at the discretion of the delivery driver to comply with. We employ a signed for service in which the courier is expected to obtain a signature upon delivery. If a delivery note expressing alternate delivery instructions is complied with and results in a lost parcel, any claim for compensation would be invalidated.

(d) If everything in your order is in stock, we'll aim to send it out within a day or so. If something is out of stock, we'll wait until we have everything here to send in one parcel (this is more economical and helps to keep our carbon footprint down), or we can split your order and send what we can right away, subject to extra shipping charges. We don't automatically do this though - so let us know if you'd like us to.

(e) Once we have accepted your order we will deliver the goods to you no later than 30 days from acceptance unless we have notified you and agreed a longer delivery timeframe.

(f) 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.

 

5.3 Delivery pricing & timescales


(a) UK mainland (excluding post codes beginning AB, KW, IV, PA and PH except for AB 1 to 16, AB 21 to 25, AB 30 and AB 39, PA1 to PA 19 and PH1 to PH3):

    Time to deliver   < 2kg   > 2kg
Free standard UK Mainland delivery on all orders over £75.00
  Standard   Up to 5 working days   £3.50   £4.95
  Express next day   Up to 1 working day   £6.95   £6.95*
  Express by noon/1pm   Up to 1 working day   £12.00   £16.00*

 

For all Express deliveries, please order by 2.00pm at the latest.

Next day orders placed after 2.00pm will be despatched the following working day.
Weekends and public holidays are not considered working days.
*Express deliveries are charged per parcel and are capped at 20kg per parcel.

(b) Northern Ireland, Isles of Man & Scilly, Highlands & Islands of Scotland, Channel Islands, Isle of Wight (and postcodes AB, PA and PH not listed above):

    Time to deliver   < 2kg   > 2kg
  Standard   Up to 5 working days   £5.00   £12.00
  Express   Up to 1 working day   £14.00   £29.00*

 

For all Express deliveries, please order by 2.00pm at the latest.

Next day orders placed after 2.00pm will be despatched the following working day.
Weekends and public holidays are not considered working days.
*Express deliveries are charged per parcel and are capped at 30kg per parcel.
 
Europe:

Small parcels (up 2kg) will be delivered by Airmail small parcel service taking up to 10 working days. Larger parcels will be delivered by signed for courier service with delivery usually within 10 working days. These delivery times are provided for guidance only and are not guaranteed.

 

 Airmail non tracked serviceCourier
  < 0.25kg < 0.5kg <1.0kg <1.5kg <2.0kg <15.0kg <30.kg
Group 1 £4.50         £6.00 £12.50*
Group 2 £4.50 £6.50 £10.50       £12.50*
Group 3 £4.50 £6.50 £10.50       £14.50*
Group 4 £4.50 £6.50 £10.50 £13.50     £17.00*
Group 5 £4.50 £6.50 £10.50 £13.50 £16.50   £12.00*
Group 6 £4.50 £6.50 £10.50 £13.50 £16.50   £23.00*
Group 7 £4.50 £6.50 £10.50 £13.50 £16.50   £23.00*
Group 8 £4.50 £6.50 £10.50 £13.50 £16.50   £29.00*
Group 9 £4.50 £6.50 £10.50 £13.50 £16.50   £79.00*
Group 10 £6.50 £10.50 £16.50 £22.50 £29.50   £79.00*

* Charged per parcel and capped at 30kg per parcel.
 
Group 1: Germany
Group 2: Ireland, France, Belgium, Luxembourg, Netherlands & Monaco
Group 3: Austria, Denmark & Lichtenstein
Group 4: Italy, Spain (mainland) Czech Republic, Slovakia & San Marino
Group 5: Switzerland*
Group 6: Portugal, Sweden, Finland, Poland, Hungary, Estonia & Slovenia
Group 7: Norway*, Bosnia & Herzegovina, Croatia, Iceland, Montenegro & Serbia
Group 8: Bulgaria, Greece, Latvia, Lithuania & Romania
Group 9: Malta, Gibraltar, Turkey, Cyprus & the rest of Europe
Group 10: Rest of the world
 
* Deliveries to Norway and Switzerland will also be subject to a customs clearance fee of £25.00 for the first parcel over 2kgs. Subsequent parcels will not incur this charge. In some instances, the customs and excise service in your country may apply further charges.
 
(c)    North America, Australia, the Far East and the rest of the world:
Charges are calculated automatically on our site and are based on the overall weight and volume of your order.  Delivery generally takes 3-8 working days after your order has been processed (although this isn't guaranteed). If your country is not shown, please email us for a delivery quotation.

Important general advice:  International deliveries outside the EU may be subject to customs clearance.  These charges can include import duty, handling fees, local taxes and other costs.  Yogamatters is not responsible for these costs or for any delays caused by Customs or other government authorities.  Failure to pay these charges will mean that your parcel will be returned to the UK. Should this happen, your original shipping charges will be forfeited as well as any other associated return costs. If the cost of return is greater than the value of the order then the whole cost of the order will be forfeited. Please make sure that you understand what process and costs may apply for delivery to your country.

5.4    Damaged, incomplete & undelivered orders:
 
(a)    My order was damaged in transit, what do I do?
We do our best to pack each order thoroughly and carefully, but on occasion parcels do arrive damaged. In these instances please sign for the parcel as DAMAGED and take clear photos of the parcel before you open it to inspect the contents. If you then find that the contents have been damaged or are missing, please call us within 5 working days so we can raise a claim with the couriers. We will require photographs in order to progress your claim. Although we may still be able to raise a claim after this time it may be rejected by the courier company. If you sign for a damaged parcel you are accepting delivery and we will not be liable for any goods that have been damaged or went missing during transit.
 
(b)    I have an item(s) missing from my delivery, what do I do?
Firstly, ensure that your parcel was not damaged upon receipt. If it was, please follow the steps outlined above.
Our warehouse team will often wrap your items within blankets and in-between bolsters to ensure they are protected during transit, so please ensure that you open each and every parcel and remove everything from their boxes. If you discover that an item(s) is missing, email us ASAP to let us know or call our Customer Services team on 020 8888 8588.  Our aim will be to get you your missing item(s) immediately. The only reason we would not be able to resend a missing item from your order is if the item(s) are out of stock.
 
(c)    Some items are shipped direct from supplier.
Some items we sell are shipped to you direct from our supplier, if this is the case you will receive your order in 2 or more parts. All products that are shipped out separately are clearly noted as such on our website. If you receive an incomplete order, please check your order to see if it contains one of these items.


(d)    Unfortunately, sometimes our inventory isn't what we thought it was.
We work very hard with our warehouse team to ensure our stock is correct, however sometimes things go wrong and what we think we have in stock is not what we have on the shelf.  If our inventory is incorrect when picking your order, we will normally ship out the items that we do have in stock and cancel the unavailable item(s). In these instances, you will be notified via email the following day and refunded in full for the missing item(s). We will also get back in touch when the item is in stock again, should you wish to place a new order.  We apologise in advance if this happens with your order.
 
(e)    I've been waiting for my order and it hasn't arrived, what do I do?
We do our best to despatch items in a timely fashion. From time to time a delivery is delayed due to unforeseen reasons such as a delivery lorry breaking down or adverse weather. If you have a tracking number for your order, please go online to check for any updates direct from our couriers. You can find this in your despatch email confirmation.
 
On the rare occasion some parcels go missing, usually, the goods have just been misplaced by the courier or misrouted and will turn up within a couple of days. For all courier deliveries, an investigation will take 5 working days. If you have not received your order after you have received your despatch confirmation email, please get in touch with us so we can raise this investigation. We need to allow the couriers’ time to deliver your order so depending on your location and delivery method, please use the following table to help you decide when to contact us. Although we may still be able to trace your items after the time stated, we will not consider claims for lost items or undelivered after the stated period.

    Royal Mail/Airmail   Courier   Express
  UK   10 working days   3 working days   1 working day
  EU   15 working days   4 working days   N/A
  Rest of Europe   15 working days   5 working days   N/A
  Rest of the world   20 working days   6 working days   N/A

 

(f) My parcel has not arrived, what do I do?
Occasionally orders are returned to us as undeliverable. An order could be returned for one of the following reasons.


(i) Incorrect address
If the address is incorrect, outdated or is rejected because it is a PO Box or packstation, the parcel will typically be returned to us by the carrier or the unintended recipient. We are unable to make address changes for parcels after they have left us. Please double-check the address carefully when placing your order. Should your parcel be returned to us, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.


(ii) Failed delivery attempts
Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can't successfully deliver your parcel it may be returned to us or left at a local depot for you to arrange collection. If not collected, the parcel will be returned to us. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.

 

(iii) Refused by recipient
When ordering a gift to be sent directly to the recipient, please be sure that they are aware. A gift recipient who isn't expecting a gift may refuse a parcel if they believe it's being delivered to them by mistake. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.

 

(iv) Unpaid customs charges
International deliveries outside the UK may be subject to customs clearance. These charges can include import duty, handling fees, local taxes and other costs. Yogamatters is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to the UK. Please make sure that you understand what process and costs may apply for delivery to your country. Should this happen, your original shipping charges will be forfeited as well as any other associated return costs. If the cost of return is greater than the value of the order then the whole cost of the order will be forfeited.

 

(v) Illegible address
In rare cases address labels may become illegible in transit. If this happens a carrier will return the parcel to us. In these instances, we will reship free of charge.

 

(vi) Damaged in transit
If a parcel is badly damaged while it's on its way to you the carrier may return it without attempting delivery. In these instances, we will repack and reship free of charge.

 

5.5 When you become responsible for the goods. The product or products ordered will be your responsibility from the time we deliver the product to the address provided by you.

 
5.6 When you own goods. You own the products once we have received payment in full.


5.7 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;

 

 


6. ORDERS & RETURNS


6.1 Placing orders
When you are ready to purchase the items that you have placed in your basket you can simply click on the shopping bag icon located at the top right of the page and you will be directed to your basket. Here you will be able to use our delivery calculator to work out how much the shipping would be for your order. Remember to select the correct delivery country from the drop down menu and enter the correct postal/zip code. Once you have selected your preferred delivery method, simply update the total by using the button below. Check that you are happy with the products in your bag, once an order has been submitted you will be unable to add any more items or make further changes. If you have a gift card or discount code, remember to enter it here. When you are happy with the payment total of the order, you can then click “Proceed to checkout” on the right of the page.

Follow these simple steps to complete your order:


Step 1. Checkout Method
You can sign into your account if you have one or if this is your first visit, register with us for quicker future visits. Alternatively, you can opt to check out as a guest if you prefer. Once you make your selection, just click on continue or sign in.

Step 2. Billing & Shipping Information
Please complete all required sections, these are highlighted for you with a red asterix (*). If possible, please enter a mobile number where we can reach you should we need to discuss your order. Our couriers will also text you details of your delivery straight to your mobile number provided. Your privacy is very important to us and we promise not to pass your details onto any other 3rd party. If you are shipping to an alternative delivery address, please select ship to different address and complete the highlighted section. When you are ready, just click continue.

Step 3. Shipping Method
You can now review your delivery method. All orders will be despatched within 2 working days, this timeframe may increase during exceptionally busy periods such as when we have a sale. For more information, please view our Delivery & Shipping page. If you wish to change to a different shipping method, just make your selection and click continue. You can review all changes before you pay.

Step 4. Payment Information
You should now be at the payment stage where you can select your payment method. Currently we accept card and PayPal payments, if you choose PayPal you will be directed to their site to complete the payment. Please see our FAQs for a full list of all possible payment options.

Step 5. Order Review
Please spend a minute to review your order one last time. Remember, we can’t make any changes to the order once it has been submitted to us. If you would like to go back over your delivery address, just click on the shipping information section and it will open for you. Once you are happy with your details you can go ahead and complete your order by clicking place order. Once all payment information has been entered, you will receive your order confirmation email.

Thank you for placing your order with Yogamatters!

 

6.2 Amending orders
We are not able to amend orders once confirmed.
Once you have confirmed your order online it is immediately directed to our warehouse for processing. This is a seamless process that takes place via our computer system; this means that we are not able to amend any orders. Once you have received your order, if you decide an item(s) is not suitable, you can return it. Please refer to section 6.4 - Returns.


6.3 Cancelling orders
Once you have completed your order at checkout it is immediately sent to our warehouse for processing, we are not able to amend or stop orders after they have been placed. If you change your mind and decide you do not want your order and wish to cancel, you will need to return the whole order once it has been delivered to you. Please follow the instructions in section 6.4 - Returns

In accordance with the Consumer Contract Regulations, you have 14 days from the first day that you receive the goods. Should you decide to return your whole order within 14 days we will refund you in full for the item(s) including the original shipping charge. If the order is shipped in more than one parcel the 14 days will apply from the date of delivery of the last item. Please note we only refund the standard delivery amount we do not refund express delivery charges. Your refund will be processed once the goods have returned to Yogamatters. The Consumer Contract Regulations applies to EU countries only.

All postage and handling charges associated with returning the goods to Yogamatters are your responsibility.

IMPORTANT! You must email us here to notify us if you change your mind and wish to cancel your order. If you do not inform us that you are cancelling your whole order, we will treat any goods sent back to us as a return. It is in your best interest to make contact with us to help us give you the best possible service.

There are some products we cannot cancel or refund, such as made-to-order items. Please see our FAQs for a full list.

6.4 Returns
We want all our customers to fall in love with their chosen items. However, if you're unhappy with your purchase, please let us know as soon as possible and return the item(s) within 30 days of purchase.

Our returns address is: Yogamatters Returns, Unit 1 Follingsby Avenue, Follingsby Park, Gateshead, Tyne and Wear, NE10 8HQ

All returned items must be in their original condition. This means clothing must have hangtags still attached. Yoga mats, props and all other equipment must be in their original cellophane and/or branded wrapper. If any products have been removed from their wrapper, we are unable to accept a return.

The postage and handling of your return is your responsibility. Please ensure that you obtain proof of postage when sending your parcel back as we cannot be held responsible for any orders that do not arrive back to us. You may be able to claim compensation through your chosen return service if you have proof of postage.
Returns can only be refunded to the person who originally placed and paid for the order, and the refund can only be processed back to the same payment method. Refunds can take up to 14 days to be processed after receipt of the return.

There are some products which we cannot cancel or refund, such as made-to-order items. Please see our FAQs for a full list.


6.5 Exchanges
We are not able to offer an exchange service on unwanted goods. This ensures that we can maintain high stock levels and keep an up-to-date inventory at all times.
The quickest and easiest way for you to get exactly what you want in a different colour or size is to simply return the unwanted item and order another. Please refer to section 6.4 – Returns.

 


7. PRICE AND PAYMENT


7.1 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 7.3 for what happens if we discover an error in the price of the product you order.


7.2 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.


7.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, 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.


7.4 When you must pay and how you must pay. We accept payment for orders by card and PayPal payments; if you choose PayPal you will be directed to their site to complete the payment. Please see our FAQs for a full list of all possible payment options.

 


8. YOUR RIGHT 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 to get some or all of your money back)
(b) If you want to end the contract because of something we have done or have told you we are going to do
(c) If you have just changed your mind about the product. You may be able to get a refund as outlined in section 6, but this may be subject to deductions and you will have to pay the costs of return of any goods


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 (d) 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 error in the price or description of the product you have ordered and you do not wish to proceed;
(b) there is a risk that supply of the products may be significantly delayed because of events outside our control;
(c) 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 30 days; or
(d) 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.


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) some products which we cannot cancel or refund, such as made-to-order items. Please see our FAQs for a full list.
(b) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
(c) sealed audio or sealed video recordings, once these products are unsealed after you receive them; and
(d) any products which become mixed inseparably with other items after their delivery.


8.5 How long do I have to change my mind? How long you have depends on how what you have ordered is delivered. You have 30 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

 


9. HOW TO END THE CONTRACT WITH US


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:
(a) Phone or email. Call customer services on +44 (0)20 8888 8588 or email us at help@yogamatters.com. Please provide your name, home address, your order number, details of the order and, where available, your phone number and email address.


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 Yogamatters Returns, Unit 1 Follingsby Avenue, Follingsby Park, Gateshead, Tyne and Wear, NE10 8HQ or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on +44 (0)20 8888 8588 or email us at help@yogamatters.com for a return label or 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, misdescribed or the order has been incorrectly fulfilled by us;
(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 because 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 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.


9.5 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. See section 6.4 - Returns for information about what handling is and is not acceptable. 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.


9.6 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 and we have not offered to collect the products from you, 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.

 


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 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

 


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 our products or services, please email help@yogamatters.com.


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.


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 unless you are returning the products. Please call customer services on +44 (0)20 8888 8588 or email us at help@yogamatters.com for a return label or to arrange collection.

 

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.


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 a full 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.   

 


12.    OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

12.1    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.


12.2    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 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 satisfactor quality; fit for any particular purpose made known to us; supplied with reasonable skill and; and for defective products under the Consumer Protection Act 1987


12.3    We are not liable for business losses. 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.

 


13.    HOW WE MAY USE YOUR PERSONAL INFORMATION


13.1    How we will use your personal information. By agreeing to these terms and conditions, you acknowledge that we may collect personal data from you. Any personal data supplied by you to us will be stored on our database. This personal data will be used as described in and in accordance with our Privacy Policy which can be found here

 

 


14.    OTHER IMPORTANT TERMS


14.1    We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.


14.2    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.


14.3    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.


14.4    Which laws apply to this contract and where you may bring legal proceedings. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and you irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.



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