These terms and conditions ('Terms') govern the use of the website shop.royalparks.org.uk ('Website') by users ('you' or 'your') and their relationship with TRP Trading Company Limited (trading as The Royal Parks Shop ), a company registered in England and Wales under registration number 10555909, whose registered office is at The Old Police House, Hyde Park, London, United Kingdom, W2 2UH ('we', 'our' or 'us').
Please read these Terms carefully, as they affect your legal rights and obligations. If you do not agree to these Terms, please do not access or use the Website. By ordering our products, you agree to comply with these Terms. It is recommended that you print a copy of these Terms so that you have them at your fingertips.
If you have any questions about these terms and conditions, please contact us: shop@royalparks.org.uk
Where to find information about us and our products
You can find everything you need to know about us, TRP Trading Company Limited and our products on our website before you order. We also confirm the key information to you in writing after your order, either by email, in your online account.
We don’t accept orders from business customers
We sell our products to consumers only and we do not accept orders from business customers. If you are a business customer, your orders placed on our website will be cancelled and refunded in due course and we are not responsible for any losses as a result of that.
When you buy from us you are agreeing that:
· When we accept your order 2.1.
· Sometimes we reject orders 2.2.
· We are not responsible for delays outside our control 2.3.
· Products can vary slightly from their pictures 2.4.
· You have the legal right to change your mind 3.1.
· You have to return the product at your own cost if you change your mind 3.5.
· We can end our contract with you 3.8.
· You have rights if there is something wrong with the product 4.
· We can change products and these terms 5.1.
· We can withdraw products 5.2.
· We do not compensate you for all losses caused by us or our products 6.1.
· We use your personal data as set out in Privacy Notice 7.
· You have several options to resolve disputes with us 8.
· Other important terms apply to our contract 9.
By using the Website you agree to be bound by these Terms.
2. Orders and payment terms
We will charge you when you place your order on our Website.
After you place an order, you will receive an email from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.
We will confirm our acceptance to you by sending you an email that confirms that the Products have been dispatched (“Dispatch Confirmation”). The Contract between us will only be formed when we send you the Dispatch Confirmation.
2.2 Sometimes we reject orders
Sometimes we reject orders, for example (but not limited to), because a product is unexpectedly out of stock, or you are located outside our delivery areas, as stated on our Website, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
You may only purchase Products from our Website if you are at least 18 years old. Certain products on our Website can only be purchased if you satisfy the legal age requirement for products containing alcohol. We are not allowed by law to supply these products to you if you do not satisfy these age requirements. If you are underage, please do not attempt to order these ager-restricted products from our Website. Proof of ID may be requested upon delivery.
By placing an order with us you are confirming that you are of legal age to purchase the relevant products.
2.3 We’re not responsible for delays outside our control
If the delivery of your item is delayed by an event outside our control, for example, without limitation, an act of God, war, natural disaster, civil commotion, malicious damage, epidemic or pandemic, any law or any action taken by a government or public authority, accident, breakdown of plant or machinery, or default of suppliers or sub-contractors, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: shop@royalparks.org.uk to end the contract and receive a refund for any products you have paid for in advance, but not received.
2.4 Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
3.1 Your legal right to change your mind
For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
3.2 When you can’t change your mind
You can’t change your mind about an order for (without limitation):
3.2.1 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
3.2.2 products which are liable to deteriorate or expire rapidly, such as plants, flowers or foodstuff;
3.2.3 goods that are made to your specifications or are clearly personalised; and
3.2.4 goods which become mixed inseparably with other items after their delivery.
3.3 The deadline for changing your mind
If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product to the address provided by you. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
To let us know you want to change your mind, contact our Customer Service Team via email shop@royalparks.org.uk.
3.5 You have to return the product at your own cost
You have to return the product at your own cost (and any free gifts provided with it) to us within 14 days of you telling us you have changed your mind.
3.5.1 You can send the product back to us by using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, see our Delivery / Returns Policy.
3.6 We reduce your refund if you have used or damaged a product
If you handle the product in a way which would not be acceptable in-store, we can reduce your refund, to compensate us for its reduced value. For example, we can reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
3.7 When and how we refund you
We will refund you within 14 days of receiving the products back from you and following inspection of the condition of the product (or receiving evidence you’ve sent them to us if we have not received the product back in 14 days). We will refund you by the method you used for payment. We do not charge a fee for the refund.
3.8 We can end our contract with you
We can end our contract with you and claim any compensation due to us (including enforcement costs) if:
3.8.1 you don’t make any payment to us when it’s due;
3.8.2 you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, information or cooperation required in order to arrange a date and time for delivery;
3.8.3 you don’t, within a reasonable time allow us to deliver the product to you.
4.1 If we fail to deliver within 30 days after the Dispatch Confirmation for any products then you may cancel your order in respect of those products not received .After you cancel your order in respect of products not received, we will refund any sums you have paid to us for the cancelled products and their delivery.
5. You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team: shop@royalparks.org.uk
5.2 Your consumer rights and remedies
We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have the options to resolve disputes with us (clause 9).
Summary of your key legal rightsThe 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 a 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. |
6. Changes to the products and withdrawal
6.1 We can change products and these terms
Changes we can always make. We can always change a product:
6.1.1 to reflect changes in relevant laws and regulatory requirements;
6.1.2 to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the product; and
6.1.3 if our manufacturers or suppliers change the composition, ingredients or manufacturing of the products. Therefore, we always advise to read the description and the ingredients of the product before you order it to avoid disappointment due to a change in the product.
We can stop providing a product. If we stop providing a product following your placement of an order, we will let you know as soon as possible and we will refund any sums you’ve paid in advance for products which won’t be provided.
7.1 We don’t compensate you for all losses caused by us or our products.
7.2.1 We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
7.2.1.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
7.2.1.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the section 2.3.
7.2.1.3 Avoidable. Something you could have avoided by taking reasonable action. For example, any damage to products, that you could have avoided by following the user manual or if you become ill following the consumption of foods that contain ingredients you are sensitive or allergic to, but you could have avoided the illness by reading the ingredients list of the product declared on our Website.
7.2.1.4 A business loss. We are not liable for any loss you suffer in connection with your trade, business, craft or profession.
7.2.2 Subject to clause 7.2 and clause 7.3, our total liability to you for any loss or damage arising in connection with these terms shall be limited to the value of your order.
7.3 Losses we never limit or exclude.
7.3.1 Nothing in these terms shall limit or exclude our liability for death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable); fraud or fraudulent misrepresentation; any other liability which may not otherwise be limited or excluded under applicable law.
7.3.2 This term 7.3 does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights as explained above.
9. We use your personal data as set out in our Privacy Notice. How we use any personal data you give us when placing and order and purchasing from us is set out in our Privacy Notice here.
10. Disputes
You have several options for resolving disputes with us
10.1 Our complaints policy. Our Customer Service Team who are contactable via the following email address: shop@royalparks.org.uk will do their best to resolve any problems you have with us or our products.
10.2 You can go to court. These terms are governed by English law. You can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
11. Other important terms apply to our contract
11.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you are unhappy with the transfer, you can contact our Customer Service Team shop@royalparks.org.uk to end the contract within 30 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.
11.2 You can only transfer your contract with us to someone else if we agree to this. We may not agree to the transfer of your contract with us. If you no longer require the product that you ordered, please refer to your cancellation rights set out in clause 3 above.
11.3 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
11.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
11.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.