TERMS & CONDITIONS

General

​

​

1.1  We are offering our products exclusively to legal adults. If you are under 18 years old, you can only use our Online Store while under the supervision of and with approval from a parent or legal guardian.

​

1.2  We only supply the products for private use. You agree not to use the products for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. It is not permitted to order products through our Online Store for the purpose of commercial resale or distribution without prior permission.

​

1.3  We only allow orders of our products in normal household quantities. We can at our lose discretion restrict ordering to a maximum of 5 pieces of any individual products and reserve the right to cancel any orders which are suspected are being purchased for resale or distribution.

​

1.4 We reserve the right to change these Terms & Conditions at any time but will notify you in advance of such changes.

​

1.5 Nothing under these Terms & Conditions affects your statutory rights.

​

​

Payment, Orders, Prices and Discount Codes

​

​

2.1 Payments may be made by one of the available payment methods.

​

2.2  When choosing PayPal as your payment method, your personal information will be processed by PayPal in accordance with data privacy regulations and PayPal's own Privacy Policy.

​

2.3  When choosing Stripe credit or debit card payment method, your personal information will be processed by Stripe in accordance with data privacy regulations and Stripe's own Privacy Policy.

​

2.4 When choosing Clearpay as your payment method, your personal information will be processed by Clearpay in accordance with data privacy regulations and Clearpay's own Privacy Policy.

​

2.5 The Pastel Roses Ltd. does not store - physically or electronically - any of your payment information.

​

2.6 We reserve the right to reject or cancel any orders which do not comply with these Terms & Conditions even if your credit or debit card has been charged (and will refund in full any amounts paid by you in respect of the order).

​

2.7 Discount Codes are non-transferable and bear no cash value. Any discount code sent to you by email or any other method is confidential and the customer shall not share this with any other person.

​

2.8  Discount Codes can be added before placing an order and do not apply to placed orders.

​

2.9  Any discount or other promotional codes issued by us from time to time are strictly subject to the individual Terms & Conditions with which they were issued, which may include, amongst other things, eligibility of use and maximum or minimum order value. Certain products may be excluded and you will not be able to use any discount codes in respect of such products. If any of the Terms & Conditions with which the discount codes were issued contradicts these Terms & Conditions, the Terms & Conditions in respect of the discount code will prevail.

​

2.10 We reserve the right to cancel or shorten the duration of special offers or discount codes.

​

2.11 We are unable to refund the difference for orders placed before special offers such as Black Friday, Clearance Sale etc.

​

2.12 We cannot retrospectively add a discount code.

​

2.13 Discount codes may be subject to additional Terms & Conditions on specified in the promotional materials or on the website.

​

2.14 Discount codes may be subject to minimum purchase requirements as specified in the Terms & Conditions of the promotion.

​

2.15 Some discount codes may be limited to one-time use per Customer, and may be not applicable to certain products, services or categories as specified in the promotional materials.

​

2.16 We accept pre-paid orders only. No orders will be processed until the full payment is received.

​

2.17 We will not process your order until we have all the delivery details. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

​

2.18. Prices for our products and services may change from time to time, but changes will not affect any order which we have confirmed.

​

2.19 All prices are quoted in GB Pound Sterling (GBP). For all UK orders, VAT (Value Added Tax) is applicable at the current rate of 20%. VAT is applicable for all products and services shipped in the United Kingdom (UK). the costs of shipping and taxes will always be notified to you prior to the completion of your order.

​

2.20  International orders may be subject to import VAT (not included in your order) at local rates charged by local authorities.

​

2.21 The Online Store contains a large number of products. It is always possible that, despite our reasonable efforts, some of the products in the Online Store may be incorrectly prices. If we discover an error in the price of the products you have ordered we will inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. Please note that if the pricing error is obvious and unmistakable and could have reasonable been recognised by you as mispricing,  we do not have to provide the products to you at the incorrect (lower) prices.

​

2.22 We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

​

2.23 Currency rates may very depending on payment processor's rates.

​

2.24 Customers can only pay by one of the applicable payment methods available at checkout and must pay in Pound Sterling (GBP) unless otherwise specified (the final amount will always be quoted in GBP). Amount on your bank/PayPal statement may be quoted in your local currency.

​

2.25 All Orders are subject to acceptance and availability. Upon placing an order with us, the Customer will receive an order acknowledgement and subsequent update emails from us. Update emails will be sent automatically to the address provided during placing an order. Also, please check your spam or marketing folder if emails do not appear in your main inbox. Please do not reply to the automatic emails, which may be missed by us.

​

2.26 We are not authorised to collect taxes and import fees on international orders. Additional fees may be subject to local taxes charged by local authorities or delivery companies upon delivery. We are legally responsible for providing the accurate value of the contents including the correct HS Tariff number for commercial goods. Any misinformation or lack of required details may result in mail return, seizure or fines charged by customs authorities. The Pastel Roses Ltd. is not responsible for additional fees charged by local customs authorities/delivery companies. Additional fees are not refundable.

​

​

Orders & Delivery​

​

​

3.1 Any date of period of order delivery shall be considered indicative only. It is our policy to try to despatch all orders within 1 - 7 business days (excluding weekends and public holidays). This time period may be extended to 14 days during high volume times such as sales, new product launches. 

​

3.2 We are not responsible for any delivery delays, or missing or damaged parcels during the shipment. All issues will be reported to the carrier.

​

3.3 If you order items from our Online Store for delivery to one of the international delivery destinations, your order may be subject to import duties and/or taxes which are applied when delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.

​

3.4 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office or visit your government's website for further information before placing your order.

​

3.5 You must comply will all applicable laws and regulations of the country for which the order is destined. We will not be liable or responsible if you break any such law.

​

3.6 All orders will be delivered using the service detailed at the time of ordering (or its delivery partner company). The costs of shipping will always be notified to you prior to the completion of your order.

​

3.7 Please make sure that all delivery details and the email address provided are correct. Please contact us immediately if the details are wrong or incomplete. Wrong delivery details may cause the order will be not delivered and returned to us. Please note that we cannot change the destination country when order is places.

​

3.8 If your order will be not delivered and returned to us, we will contact you immediately.

​

3.9 If your order has not been delivered, we may claim compensation for the lost shipment after 7 business days from the due delivery date (UK orders), and after 25 days from the due delivery date for international orders.

​

3.10 Delivery will be attempted at the address provided. Should you not be available to accept delivery, the couriers operate a leave-safe service. Your parcel may be left with a neighbour, left in a safe place, secure location at the delivery address, available for collection in person at a local delivery office or delivery may be re-attempted.

​

3.11 We are not responsible for delivery to the wrong address or person. Please ensure all details are correct while placing an order. If the details are incorrect, please do not hesitate to contact us.

​

3.12 We aim to process your order as soon as possible, to get it on its way to you. There is a limited amount of time when we are able to cancel your order or amend your name or delivery address, however, we can only amend certain things. The shipping method or delivery destination cannot be changed. If you want to add or remove items, please contact us immediately. 

​

3.13 If your order has been dispatched then, unfortunately, we will be not able to cancel your order at that step.

​

​

Lost/Delayed Mail​

​

​

4.1 Please note that there may be unexpected delays during your transit with the carriers due to weather conditions, unavailable delivery routes, local restrictions and with your local customs authorities that are beyond our control.

​

4.2 If your order has been scanned as delivery but cannot be located, it may be due to a rare scan error. Please allow two additional days for your order to arrive before contacting us.

​

4.3 If for any reason your order has not been delivered, please note to allow us to investigate this matter with the carrier. We are able to claim a lost shipment with the carrier after 7 business days from the due delivery date for UK orders and after 25 business days from the due delivery date for international orders. We ask that such time is allowed before reporting your order missing due to postal regulations.

​

4.4 Customer will assume risk of the products ordered once they have been delivered to the address provided on the Order. The Pastel Roses Ltd. accept no liability for undelivered parcels where the Customer provides an incorrect or invalid delivery address and/or fails to collect the Order from the delivery address specified following our reasonable efforts to contact you to deal with this.

​

4.5 In the event of an Order being lost by a third party which has either been authorised by you to accept the products or a courier commissioned by you to deliver the products, The Pastel Roses Ltd. bears no risk once it has been delivered to them.

 

4.6 Where the goods are signed for, the customer bears the risk once the goods are signed for (provided they are signed for by the Customer or a person identified as authorised by you). If a Customer believes that a parcel has been tampered with, it is their responsibility to refuse to sign for the goods.

​

​

Damaged/Missing/Wrong or Faulty Products

​

​

5.1 We endeavour to package all products as securely as possible.

​

5.2 Please do not hesitate to report any damages, missing, wrong or faulty products within 48 hours of the delivery. Any damages made during shipping will be reported to the carrier.

​

5.3 Please specify the product(s) affected and the damage that has occurred.

​

5.4 Please attach images of the damaged, wrong or faulty product(s) as this will help our team resolve this for you.

​

5.5 Please ensure the missing item is not marked by this symbol ✓ on your invoice or package slip (if this is the case, the item will be posted to you in a separate package or refunded). Please check that the missing product has not become caught within the package, as small items can become entangled in the inner paper of void-fill packaging.

​

5.6 Please do not dispose of any product(s) or packaging until we have responded, as we may need to examine or investigate further.

​

​

Tile and Defects​

​

​

6.1 The products shall be owned by you once we have received payment in full for the products. The customer is obliged to inspect the goods immediately after receiving them. If the goods are damaged, the customer is obligated to contact us immediately. The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. The customer shall notify the seller in writing or by email (including pictures) if the goods are faulty or misdescribed and shall be entitled to a full or partial refund, to get the product repaired or replaced or to get some of their money back. We are not responsible for goods damaged during use.

​

​

Cancellations

​

​

7.1 Cancellations that are not due to a defect or discrepancy are not accepted. 

​

7.2 Within 14 business days after receipt of the goods, the customer must contact us in writing via email and, following which, they must be returned to us within 14 days of you telling us you want to change your mind. The goods must be 'as new' and unused, in original undamaged packaging, including all items and free gifts received. It is the customer's responsibility to take reasonable care of the products until their return to us. The Pastel Roses will consider that the customer has not taken reasonable care if the goods have been used in a way or extent, exceeding what a customer would similarly examine that goods in a retails store prior to purchase and will be entitled to deduct an amount reflecting any such reduction in value due to your use. Any refund will be made within 14 days of receipt of the customer's returned products.

​

​

Safety Notes​

​

8.1  We advise using our products with extra care. We are not responsible for any damages or loss of health. In the case of any allergies or irritation caused by our products, please stop using them immediately.

​

8.2 It is very important to make sure every products is patch tested before using it on your skin, face and eye area.

​

8.3 Please ensure that you check the expiry date of the products before using them, as expired products can cause allergic reactions.

​

​

Marketing

​

​

9.1 By signing up for our Online Store, you agree to receive marketing communications from us via email. We may use your information to promote our brand and share updated about our products and services. If you wish to be removed from our marketing list, you can request to be unsubscribed at any time by emailing us at info@thepastelroses.com

​

9.2 We will never sell your details to any third-parties.

​

9.3 Whenever you submit a review or make use of different feature that allows you to upload materials to the Website or the Online Store, you warrant that you will be accurate and that you will not submit content that is unlawful or otherwise objectionable. This includes, but is not limited to contact that is abusive, harassing, threatening, ageist, defamatory, sexist or racist. You warrant that any such contribution complies with those standards and that you own or otherwise control all of the rights to the contact that you post, that such post shall not breach or infringe the rights of any third party and you indemnify us for any breach of these warranties.

​

9.4 Any material you upload to the Website and the Online Store will be considered non-confidential and non-proprietary, and we have right to use, copy, distribute and disclose to third parties any such materials of any purpose. You agree to waive your right to be identified as  the author of such contact and your right to object to derogatory treatment of such content.

​

9.5 We will not be responsible or liable to any third party for the content or accuracy of any materials posted by you or any other users of the Website.

​

9.6 We have right to remove any material or posting you make on the Online Store and the Website if, in our opinion, such material do not comply with the content standards set our above. 

​

​

Gift Cards

​

​

10.1 Gift Cards have an unlimited expiry period (until it is fully redeemed).

​

10.2 A gift card can be used in several orders until it is fully redeemed and cannot be used to buy another gift card.

​

10.3 Discount codes cannot be used for a gift card purchase. Otherwise, the discount applies to all the products in the order except the gift card.

​

10.4 Customers cannot apply for more than one gift card per order.

​

10.5 Gift cards or their numbers cannot be uploaded to Facebook or Instagram due to Facebook's Terms of Use.

​

10.6 Unused balance cannot be converted into cash or refunded.

​

10.7 If the order total is more than the gift card amount, the remaining amount must be pain using other payment methods.

​

10.8 Gift cards cannot be offered to any third parties for sale or otherwise for monetary or other value or as part of a promotion, competition, auction or similar activity by the customer (or any person to which the gift card has been gifted by the customer). The Pastel Roses Ltd. reserves the right to refuse or suspend any gift card which we know or suspect has been used for this purpose.

​

10.9 There are no refund on unused balances. any unused balance will remain on the card until redeemed.

​

10.10 Gift Cards are non-refundable.

​

10.11 The Pastel Roses Ltd. in not responsible for stolen cards. Customers should never share card details with third parties.

​

​

Pre-Orders

​

​

11.1 All Customers ordering Pre-Order products on our Online Store specifically agree upon the following Terms & Conditions which accompany such orders.

​

11.2 We reserve the right to limit the quantity of Pre-Order products for any individual customers or household.

​

11.3 All payments for Pre-Order products must be made in full at the time of placing your order.

​

11.4 In the vent that Pre-Order products are unavailable due to any cause, including inventory shortage, you may opt for a full refund, store credit, or another item for the same Pre-Order purchase price.

​

11.5 Orders containing Pre-Order products will be shipped once all products are available.

​

11.6 All Pre-Order product release/restock date are estimate only. However, we endeavour to send your order as soon as possible.

​

​