SOLANGE LIMITED - ONLINE T&CS FOR THE SUPPLY OF GOODS
Please read the following important terms and conditions before you buy anything on our website and check that they contain everything which you want and nothing that you are not willing to agree to.
Summary of some of your key rights:
By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134 say that we must give you certain key information before a legally binding contract between you and us is made (see below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
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 you’re entitled to the following:
—up to 30 days: if your goods are faulty, then you can get a refund;
—up to six months: if they can’t be repaired or replaced, then you’re entitled to a full refund, in most cases; We do however offer additional terms in that any manufacturing faults will be repaired free of charge within 1 year of purchase, all other damages will be chargeable, please see clause 9.4 below;
—up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.
The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.
This contract sets out:
• your legal rights and responsibilities;
• our legal rights and responsibilities; and
• certain key information required by law.
In this contract:
• ‘We’, ‘us’ or ‘our’ means Solange Limited; and
• ‘You’ or ‘your’ means the person using our site to buy goods from us.
If you don’t understand any of this contract and want to talk to us about it, please contact us by:
• email firstname.lastname@example.org; or
• telephone 020 7792 0197
Who are we?
We are registered in England and Wales under company number: 06801935.
Our registered office is at: 27 Chilworth Street, London, UK, W2 3HA.
Our VAT number is: 627077825.
1.3.1 our website terms and conditions of use;
1.1 If you buy goods on our site you agree to be legally bound by this contract.
1.2 This contract is only available in English. No other languages will apply to this contract.
1.3 When buying any goods you also agree to be legally bound by:
All of the above documents form part of this contract as though set out in full here.
2 Your privacy and personal information
3 Ordering goods from us
3.1 Below, we set out how a legally binding contract between you and us is made.
3.2 You place an order on the site. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.
(a) the goods are unavailable;
(b) we cannot authorise your payment; or
(c) there has been a mistake on the pricing or description of the goods.
3.2.1 When you place your order at the end of the online checkout process, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
3.2.2 We may contact you to say that we do not accept your order. This is typically for the following reasons:
3.2.3 We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
(a) a legally binding contract will be in place between you and us; and
(b) we will dispatch the goods to you.
3.3 If you are under the age of 18 you may not buy any goods from the site.
3.4 Bespoke or Commissioned goods:
3.4.1 Bespoke or commissioned orders are goods which are tailor-made, made-to-measure, or personalised to your requirements.
3.4.2 Our re-lacquering service is considered to be a bespoke order.
3.4.3 Bespoke items and re-lacquering services are created on a made to order, customised basis and are not able to be returned, exchanged, or refunded unless there has been a manufacturing fault.
3.4.4 Most bespoke items require 100% payment of the total charges at the time of order placement. Some bespoke items (available at our discretion) will require a 50% deposit of the total charges at the time of order placement. The remaining 50% must be paid on delivery or collection of the bespoke item.
3.4.5 Bespoke deposits are valid for 12 months after completion of the piece. After this period, if the item(s) have not been collected, a formal notification will be issued stating the item is the property of Solange Ltd.
3.4.6 We will not be liable for any damage to or loss of stones or materials not supplied by Solange Ltd.
3.4.7 We have the right to reject a bespoke order which uses vulgar or offensive language.
4 Right to cancel this contract
4.1 You have the right to cancel this contract within 30 days without giving any reason unless the goods supplied to you are clearly personalised, bespoke or made to your particular specifications (e.g. in accordance with your ring size or if made under our “create your own” feature), per clause 3.4 above.
4.2 The cancellation period will expire after 30 days from the day the goods are ordered.
4.3 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (eg a letter sent by post or email). You can use the model cancellation form set out in the box below, but it is not obligatory.
To Solange Limited:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate
4.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
5 Effects of cancellation
5.1 If you lawfully cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
5.2 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
5.3 We will make the reimbursement without undue delay, and not later than:
5.3.1 14 days after the day we received back from you any goods supplied; or
5.3.2 (if earlier) 14 days after the day you provide evidence that you have returned the goods.
5.4 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
5.5 If you have received goods:
5.5.1 you shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us;
5.5.2 you will have to bear the direct cost of returning the goods; and
5.5.3 you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If you want to see your delivery options, please review the Deliveries webpage before you place your order: https://solange.co.uk./pages/customer-care
6.2 The estimated date and time window for delivery of the goods is set out in the Confirmation Email.
6.3 If something happens which:
6.3.1 is outside of our control; and
6.3.2 affects the estimated date of delivery;
we will let you have a revised estimated date for delivery of the goods.
6.4 Delivery of the goods will take place when we deliver them to the address that you gave to us.
6.5 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:
6.5.1 let you know;
6.5.2 cancel your order; and
6.5.3 give you a refund.
6.6 If nobody is available to take delivery, please contact us.
6.7 You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.
7.1 We accept certain credit cards and debit cards. We also accept bank transfers at our discretion and to be agreed in advance.
7.3 Your credit card or debit card will be charged when your order is placed.
7.4 All payments by credit card or debit card need to be authorised by the relevant card issuer.
7.5 If your payment is not received by us and you have already received the goods, you:
7.5.1 must pay for such goods immediately; or
7.5.2 must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.
7.6 If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.
7.7 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 4 and 5.
7.8 The price of the goods:
7.8.1 is in pounds sterling (£)(GBP);
7.8.2 includes VAT at the appropriate rate, unless delivery is to take place outside of the UK. If delivery is outside the UK, VAT will be removed.
7.8.3 does not include the cost of delivering the goods or local taxes and duties in the recipient county; and
7.8.4 Needs to be exported within 3 months of purchase for VAT removal or refund.
7.8.5may need to increase if there are changes to the delivery date, bespoke order specifications, or material costs;
7.8.6 may change at any time. If we discover that the price for our goods has changed or that there has been a pricing error when we receive your order we will contact you and ask if you wish to proceed at the correct price. If you confirm that you do wish to proceed, please remember that we will not be under an obligation to supply the goods until we have sent you a second email confirming your order.
7.8.7 may be incorrect, despite our best efforts. We will normally check prices before accepting your order so that, where the correct price of the goods at your order date is less than our stated price at your order date, we will charge the lower amount. If the correct price of the goods 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.
7.9 Only one promotional discount code can be used per order. Codes are non-transferable and no cash alternative is available. Codes and promotions may be amended or removed at any time.
8 Nature of the goods
8.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:
8.1.1 are of satisfactory quality;
8.1.2 are fit for purpose; and
8.1.3 match the description, sample or model (although you accept that it will not be possible to display certain bespoke goods that are made to order and not held in stock).
8.2 We must provide you with goods that comply with your legal rights.
8.3 The packaging of the goods may be different from that shown on the site.
8.4 While we try to make sure that:
8.4.1 all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance in these, with gemstones up to 5%, item weights up to 10% and ring sizes up to half a size different for thin bands and 1 size different for thick bands; and
8.4.2 the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.
8.5 Any goods sold:
8.5.1 at discount prices;
8.5.2 as remnants; or
8.5.3 as substandard;
will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
9 Faulty goods & warranty
9.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
9.1.1 contact us using the contact details at the top of this page; or
9.1.2 visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.
9.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
9.3 Please contact us using the contact details at the top of this page, if you want:
9.3.1 us to repair the goods;
9.3.2 us to replace the goods;
9.3.3 a price reduction; or
9.3.4 to reject the goods and get a refund.
9.4.1 Any manufacturing faults will be repaired free of charge within 1 year of purchase, all other damages will be chargeable. After 1 year of purchase, a complimentary annual check on your jewellery is recommended. Any work required will be charged accordingly. Jewellery with any moving parts requires special care.
9.4.2 Goods damaged as a result of wear and tear are not considered to be faulty. Proof of purchase is required for this repair guarantee and it is only applicable to purchases made on hotlipsbysolange.co.uk, solange.co.uk, or in Solange’s London and New York boutiques.
9.4.3 If you believe that your goods were received damaged, please contact us within seven 7 working days of delivery and we will do our best to help you.
10 End of the contract
If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
11 Limit on our responsibility to you
11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:
(a) were not foreseeable to you and us when the contract was formed; or
(b) that were not caused by any breach on our part;
11.1.1 losses that:
11.1.2 business losses; and
11.1.3 losses to non-consumers.
12.1 We will try to resolve any disputes with you quickly and efficiently.
12.2 If you are unhappy with:
12.2.1 the goods;
12.2.2 our service to you; or
12.2.3 any other matter,
please contact us as soon as possible.
12.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know that we cannot settle the dispute with you.
12.4 If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.
12.5 The laws of England and Wales will apply to this contract.
13 Third party rights
No one other than a party to this contract has any right to enforce any term of this contract.