Terms & Conditions
Terms & Conditions
The Pastel Roses Ltd is a limited company registered in England and Wales under company number 14328987. Our registered office address and main trading address is Unit 15, Crown Works, Parry Lane, Bradford, BD48TJ. Our VAT number is (GB) 397541259.
This document constitutes an agreement (the “Agreement”) between you and the company The Pastel Roses Ltd. It is important that you carefully read and understand this Agreement.
“Seller, Company, We, Our, Us, The Pastel Roses” means The Pastel Roses Ltd Unit 15, Crown Works, Parry Lane, Bradford, BD48TJ, (Registered in England and Wales under company registration number. 14328987, VAT registration number 397541259) and the company’s website www.thepastelroses.com
“Customer” means the person or company to whom this document is addressed.
“International Customer” Shall mean, “Customer” from outside the United Kingdom.
“Online Store” shall mean the method by which the Customer browses and purchases the products from The Pastel Roses, being the Website.
“Order” shall mean the submission of an order for products on the “Online Store” by the “Customer”.
“Subtotal” shall mean the order amount before adding shipping and/or handling fees, discounts and taxes.
“Total” shall mean the final order amount including shipping and/or handling fees*, discounts* and taxes* *if applicable
1.1 We only supply the products for domestic and private use. You agree not to use the product 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.
1.2 Our online store is for use by individuals aged 15 and over. You should not use our online store if you are under this age.
Payment, Orders, Prices and Discount Codes
2.1 Payments may be made by one of the available payment methods.
2.2 We reserve the right to reject or cancel any orders which do not comply with these terms 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).
2.3 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.
2.4 Discount codes can be added before placing the order. Discount codes do not apply to placed orders.
2.5 Any discount or other promotional codes issued by us from time to time are strictly subject to the individual terms and 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 and conditions with which the discount codes were issued contradicts these terms and conditions, the terms and conditions in respect of the discount code will prevail.
2.6 Products purchased from The Pastel Roses Ltd are not for resale or distribution without prior permission.
We can at our sole 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.
2.7 We accept pre-paid orders only. No orders will be processed until the full payment is received.
2.8 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.
2.9 Prices for our goods and services may change from time to time, but changes will not affect any order which we have confirmed.
2.10 All prices are quoted in GB Pound Sterling excluding tax. Additional taxes may apply depending on your shipping destination. 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 UK. The costs of shipping and taxes will always be notified to you prior to the completion of your order.
2.11 International orders may be subject to import VAT at local rates charged by local authorities.
2.12 The Online Store contains a large number of products. It is always possible that, despite our reasonable efforts, some of the products on the Online Store may be incorrectly priced. 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.
2.13 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. Please note that if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.
2.14 Currency rates may vary depending on payment processors’ rates.
2.15 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). Amounts on your bank/PayPal statement may be quoted in your local currency.
2.16 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 Ecwid / The Pastel Roses. Update emails will be sent automatically to the email 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.
Orders & Delivery
3.1 Any date or period for delivery shall be considered indicative only. It is our policy to try to despatch all orders within 1 - 5 working days (excluding weekends and bank holidays).
This time period may be extended to 2 - 7 working days during high volume time (sales, new product launch). Any products not available at the time of your order will be sent to you, as soon as possible.
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 taxes which are applied when the 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 government website for further information before placing your order.
3.5 You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.
3.6 All orders will be delivered using the service as detailed at the time of ordering. 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 you provided are correct. Please contact us as soon as possible if the details are wrong or incomplete. Wrong delivery details may cause the order will be not delivered and returned to us.
3.8 If your order will be not delivered and returned to us, we will contact you immediately.
3.9 If your order has been scanned as delivered 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.
3.10 If your order has not been delivered, we may claim compensation for the lost shipment after 7 working days from the due delivery date (UK orders), and after 25 days from the due delivery date for international orders.
3.11 You can track your parcel using the tracking number provided in the dispatch confirmation email or the email or text message sent from the carrier.
Orders including Tracking services may be checked on https://www3.royalmail.com/track-your-item#/
3.12 We endeavour to process your order within 1 - 5 working days (excluding weekends and bank holidays). This timeframe may be extended to 2 - 7 working days during high volume time (sales, new products launch, special offers).
3.13 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.
3.14 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.
3.15 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 where we are able to cancel your order or amend your name or delivery address, however, are 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.
3.16 If your order has been dispatched then, unfortunately, we will be not able to cancel your order at that step.
4.1 Please note that there may be unexpected delays during transit with the carriers due to weather conditions, unavailable delivery routes, local restrictions and with your local customs authority that are beyond our control.
4.2 If your order has been scanned as delivered 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 working days from the due delivery date for UK orders and after 25 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.
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 copy of the invoice (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.
Title 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 obliged 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 partially refund, to get the product repaired or replaced or to get some go their money back. We are not responsible for goods damaged during use.
6.1 Cancellations that are not due to a defect or discrepancy are not accepted.
6.2 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 the goods in a retail 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.
7.1 We do NOT sell your personal data to any third parties. We may share your personal data with our carefully selected third-party service providers who help us provide our services to you, including:
Couriers and other delivery companies.
7.2 In certain circumstances we may also need to share your personal data with our legal advisers, bankers, auditors, accounting agents and insurers and our regulators, including HM Revenue & Customs.
7.3 We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to use your personal data for specified purposes and in accordance with our instructions.
7.4 We do not transfer your personal data outside of the European Economic Area (EEA) unless you make a purchase from or are based in a country outside of the EEA.
7.5 We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.
7.6 We will retain your name, email address, phone number, home address, details of previous purchases, searches and items saved in your wish list, which we collect when you hold an account with us for such time as you continue to hold an account with us.
7.7 We will retain your name, email address, delivery address and billing address which you provided to us when you make a purchase on our website and all correspondence with you for seven years following your last purchase or contact.
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.
9.1 All trademarks shown on www.thepastelroses.com belong to their registered owners and must not be copied without prior permission.
9.2 You must not use any part of the materials on the online store for commercial purposes without obtaining a licence to do so from us.
Return and Refund Policy
10.1 If for any reason you are not happy with your purchase, please do not hesitate to contact us and return any unopened and unused items to us pithing 14 days of receipt.
Your message should contain the order number as well as a full explanation of your reason for returning the product(s).
10.2 To be acceptable for return product(s) should be unused, unopened and have any original seals intact. All packaging and/or cellophane wrapping and seals must be intact; otherwise, the product(s) may not be accepted.
10.3 Please re-package the parcel and ensure it is sealed securely to avoid damage during shipping. Please enclose your copy of the invoice within the parcel.
10.4 If you return the product(s), please request proof of postage. Without this, you will be unable to make a claim if the return package is missing. Please note: We are not liable for any lost returns if the products are not returned via our nominated services.
10.5 Please allow up to 14 working days (excluding weekends and bank holidays), for the action of the return.
10.6 Please note: The Pastel Roses Ltd will only reimburse the cost of the products including taxes added while placing an order and not any postage, shipping or taxes and additional handling and/or customs fees charged by local authorities or local carriers.
10.7 Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your account within 14 days.
Original shipping costs are non-refundable.
10.8 We will always refund the original amounts quoted in Pound Sterling (GBP).
10.9 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
10.10 If you want to cancel an order, please send us an enquiry as soon as possible within 12 hours after purchasing.
10.11 If you have any questions about how to return your item, please contact us.
11.1 Gift Cards have an unlimited expiry period (until it's fully redeemed).
11.2 A gift card can be used in several orders until it’s fully redeemed and cannot be used to buy another gift card.
11.3 Discount coupons can't be used for a gift card purchase. Otherwise, the discount applies to all the products in the order except the gift card.
11.4 Customer cannot apply more than one gift card per order.
11.6 Unused balance cannot be converted into cash or refunded.
11.7 If the order total is more than the gift card amount, the remaining amount must be paid using other payment methods.
11.8 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.
11.9 There are no refunds on unused balances. Any unused balance will remain on the Card until redeemed.
11.10 Gift Cards are non-refundable.
11.11 The Pastel Roses Ltd is not responsible for stolen cards. Customers should never share card details with third parties.
Changes to Terms & Conditions
9.1 We reserve the right to change these terms and conditions at any time.
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