Our Terms

1.    These terms

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

2.1    Who we are. We are APHID LONDON LIMITED a company registered in England and Wales. Our company registration number is 9630483 and our registered office is at Studio 1, Deanehouse Studios, 27 Greenwood Place, London NW5 1LB.  Our registered VAT number is 232917608. 

2.2    How to contact us. You can contact us by telephoning our customer service team at +44 207 284 9129 or by writing to us at orders@aphidlondon.com or care@aphidlondon.com or by post to: Studio 1, Deanehouse Studios, 27 Greenwood Place, London NW5 1LB. 

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 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 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.
 
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. 

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

6.    Our rights to make changes

6.1    Minor changes to the products. We may change the product: 

(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.
 
7.    Providing the products

7.1    Delivery costs. The costs of delivery will be as displayed to you on our website.

7.2    When we will provide the products. During the order process we will let you know when we will deliver the products to you. 

7.3    We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. 

7.4    If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

7.5    If you do not re-arrange delivery. If you do not, after a failed delivery to you, re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. 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.

7.6    When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.

7.7    When you own goods. You own a product which is goods once we have received payment in full.

8.    Your rights to end the contract / Returning an Order

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;
If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods; The item can be refunded if it has not been worn, washed, altered or damaged in any way and is in the original condition and packaging that you received the goods in. The item must have all of the original tags still attached. Original shipping charges are non-refundable. If the item is not in its original condition we may have a right of action against you for compensation.
(c)    In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.

8.2    Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (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 two weeks; 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    How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods to change your mind.   

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 reasonable compensation for the net costs we will incur as a result of your ending the contract.

9.    How to end the contract with us (including if you have changed your mind)

9.1    Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:  

(a)    Phone or email. Call customer services on +44 207 284 9129 or email us at orders@aphidlondon.com or care@aphidlondon.com Please provide your name, home address, details of the order and, where available, your phone number and email address. 

(b)    By post. Print off the [form INSERT LINK TO PRINTABLE FORM] or use the pre-printed returns form sent with your order and post it to us at the address on the form.  

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 return the goods by posting them back to us at APHID LONDON C/O JAS Forwarding – Cargo Point, Bedfont Road, Stanwell, Staines, Middlesex TW19 7NZ. Please call customer services on +44 207 284 9129 or email us at care@aphidlondon.com to notify us of your intention to return. 

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; or

(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. 
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.  
You are responsible for the safe return of the goods so it is recommended that you insure the return shipment and use a tracked postal service as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. 
 
When we send an exchange there is no additional shipping charge. Please note that exchanges and replacements are subject to availability.
 
 
9.4    How we will refund you.  We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. 

Refunds will be issued within 14 days of us receiving your cancellation notice or if you have already received the goods within 14 days of us receiving your returned goods, please allow a further 5-10 working days for the refund to clear into your account. This time frame is dictated by your bank or card issuer and is out of our control. We will only refund you onto the same card or payment method with which you made your original purchase. If for any reason this is not possible, you may contact us to discuss alternatives. 
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. 

(a)    We may reduce your refund of the price 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. 

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 your refund will be made within 14 days from the day on which we receive the product back from you. The item can be refunded if it has not been worn, washed, altered or damaged in any way and is in the original condition and packaging that you received the goods in. The item must have all of the original tags still attached.

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.

10.2    You must compensate us if you break the contract. If we end the contract in the situation 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 the product, please contact us. You can telephone our customer service team at +44 207 284 9129 or write to us at orders@aphidlondon.com or care@aphidlondon.com or by post to: Studio 1, Deanehouse Studios, 27 Greenwood Place, London NW5 1LB. 

11.2    Your obligation to return rejected products. 
If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage, Please call customer services on +44 2072849129 or email us at care@aphidlondon.com or by post to: Studio 1, Deanehouse Studios, 27 Greenwood Place, London NW5 1LB to notify us of the return. Please complete the returns form or print a copy from the website. You are responsible for the safe return of the goods so it is recommended that you insure the return shipment and use a tracked postal service as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. 
 
12.    Price and payment

12.1    Where to find the price for the product. The price of the product (which includes VAT on orders shipped to the EU & UK, excluding the Channel Islands will be the price indicated on the order pages when you placed your order. The online prices shown to shipping destinations outside the EU are excluding VAT. 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 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. 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 with all major credit and debit cards as listed on our website. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.  
 
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.

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 including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed and for defective products under the Consumer Protection Act 1987

14.    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 will only give your personal information to third parties where the law either requires or allows us to do so. 

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. 

15.2    Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.

15.3    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.

15.4    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. 

15.5    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.