TERMS AND CONDITIONS OF SALE
1.1 When the following words with capital letters are used in these Terms, they have the meaning set out below:
(a) Order: your order for the Products via the website;
(b) Products: the goods and/or gift cards that We are selling to you;
(c) Special Terms: any additional terms and conditions that apply to your Order, as notified by Us during the order process;
(d) Terms: the terms and conditions set out in this document and any Special Terms;
(e) Website: www.ghdhair.com; and
(f) We/Our/Us: Jemella Limited, trading as ghd, of 82 Dean Street, London, England, W1D 3SP.
1.2 When We use the words "writing" or "written" in these Terms, this will include e-mail unless We say otherwise.
- OUR CONTRACT WITH YOU
2.1 These are the terms and conditions on which We supply Products to you.
2.2 Please ensure that you read these Terms carefully and check that the details of your Order are complete and accurate before you submit the Order. 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.
2.3 When you submit the Order to Us, this does not mean We have accepted your Order. Our acceptance of the Order will take place as described in clause 2.4. If We cannot accept your Order We will inform you of this, We will not process the Order and any payment taken will be refunded (or any pending payment will be released). We might not accept your Order because the Product is out of stock, because of unexpected limits on Our resources which We could not reasonably plan for, because your Order breaches any of these Terms, because We have identified an error in the price or description of the Product or because We are unable to meet delivery deadlines.
2.4 Our acceptance of your Order will take place when We dispatch the Products you have ordered from Our warehouse. This is the point at which point a contract will come into existence between you and Us and these Terms will become binding on you and Us. We will confirm dispatch of the Products and acceptance of your Order by email. Please note that the processing of your payment (or placing a pending payment on your account) and acknowledgment of your Order does not constitute acceptance of your Order.
2.5 We shall assign an order number to the Order and inform you of it when We accept the Order. It will help us if you can quote the order number in all subsequent correspondence with Us relating to the Order.
- CHANGES TO ORDER OR TERMS
3.1 We may revise these Terms from time to time so you should check the Terms prior to placing any future Order.
3.2 If you wish to cancel an Order before it has been fulfilled, please see your right to do so in clause 7.
- DELIVERY OF PRODUCTS
4.1 Please note that timescales for delivery and delivery charges will vary depending on the availability of the Products (including any pre-orders) and your address. Please consult the “Payment & Delivery” section of the website.
4.2 Delivery of an Order shall be completed when We deliver the Products to the address you gave Us. The Products will be your responsibility from the completion of delivery.
4.3 If We are not able to deliver the whole of the Order at one time due to operational reasons or shortage of stock, We will, except where your Order includes a pre-order, deliver the Order in instalments. We will not charge you extra delivery costs for this. However, if you ask Us to deliver the Order in instalments, We may charge you extra delivery costs. Each instalment shall constitute a separate contract governed by these Terms. If We are late delivering an instalment or one instalment is faulty, that will not entitle you to cancel any other instalment.
4.4 You own the Products once We have delivered them (provided that We have received payment in full).
4.5 If, after a failed delivery to you, you do not 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 13.2 will apply.
4.6 On delivery of your Order please check the Products against the delivery note or covering email in the case of gift cards. If there is any discrepancy or if any Product is damaged please contact Us as set out in clause 14 as soon as possible. Where there is a discrepancy with your Order, We will ask you to return the Product to us in unused condition and in its original packaging which should be undamaged. You should inform Us within 7 days if you consider that the Products are damaged, otherwise the Products will be considered to have been correctly delivered, free from damage. This will be without prejudice to any damage or fault you could not have discovered on reasonable inspection of the Products.
4.7 If Delivery of an Order is to a UK address and you have not received your Order within 7 days of receiving the order confirmation please contact Us as set out in clause 14. International deliveries may take longer.
4.8 You have legal rights if We deliver any Products late. Whilst our standard delivery service will usually deliver Product within 7 days of dispatch, Our legal obligation is to deliver Product without undue delay and in any event not more than 30 days after the date on which the contract between you and Us is entered into. If We miss this delivery deadline, or any other deadline that We agree with you, then you can cancel your Order for any of the Products or reject Products that have been delivered by contacting customer services as set out in clause 14. If we have delivered some of the Products to you, you must post them back to Us in an unused condition and in their original, undamaged packaging. We will pay the costs of postage so please contact customer services as set out in clause 14 for a returns label. After cancellation (and return of the Products if applicable) We will refund any sums you have paid to Us for the cancelled Products and their delivery and the provisions of clause 12 will apply where these Products were subject to a promotion when sold.
- YOUR RIGHTS TO END THE CONTRACT
5.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it and when you decide to end the contract because:
(a) 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 to get some or all of your money back), see clause 6;
(b) you want to end the contract because of something We have done or have told you We are going to do, see clause 5.2; or
(c) you have just changed your mind about the Product, see clause 7. 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 Products.
5.2. If you are ending a contract for a reason set out at 5.2 (a) to (c) 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; or
(c) you have a legal right to end the contract because of something We have done wrong (including because we have delivered late (see clause 4.8)) in which case you would be required to return the Product to us and we will fund the costs of return (please contact customer services as set out in clause 14 for a returns label).
5.3 If you wish to end the contract for any reason set out in clause 5.1, you must let us know by contacting customer services as set out in clause 14. Where you have changed your mind and are cancelling under clause 7, you may use the form referred to in clause 7.1. Where you end the contract for any reason after Products have been dispatched to you, you must return them to us. Clauses 6 and 7 include more information about how Products should be returned and who is responsible for paying the costs of return.
- IF THERE IS A PROBLEM WITH THE PRODUCT
6.1 We are under a legal duty to supply Products that are in conformity with this contract. A summary of your key legal rights in relation to the Product is set out below. Nothing in these Terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says your Products must be as described, fit for purpose and of satisfactory quality. Your legal rights vary depending on the amount of time that has passed since delivery. Citizens Advice will be able to provide you with more details.
See also clause 7
6.2 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 or collection. Please contact customer services at set out in clause 14 for a returns label.
6.3 In addition to your legal rights as set out in clause 6.1 above, We warrant that on delivery and for the period set out below, the Products shall be free from material defects. However, this warranty does not apply and We shall not be liable in the circumstances described in clause 6.4 Provided that you let Us know by contacting us at 01924 42300 during the relevant warranty period within a reasonable time of discovery that the Product does not comply with this warranty (giving us as much detail as possible) and you return the Product to Us, We shall (at our option) either repair or replace the defective Product, or refund the price of the defective Product in full.
Warranty Period (from delivery)
Stylers (excluding Platinum+ Styler)
Hair dryers (excluding Flight)
Hair care/styling products
6.4 This warranty does not apply to any defect in the Products arising from:
(a) fair wear and tear;
(b) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
(c) if you fail to operate or use the Products in accordance with the user instructions; and
(d) any alteration or repair by you or by a third party.
6.5 This warranty is in addition to your legal rights in relation to a Product that is faulty or not as described.
- YOUR CANCELLATION RIGHTS
7.1 We operate a 21 day no quibble returns policy under which you have a right to cancel a contract or return any unused Product at any time between placing your Order and 21 days from the day after you receive your Order. If you wish to cancel the contract, you must return the Products (including their undamaged packaging, details of what you bought, when you ordered or received it and your name and address) to Us within 14 days of letting us know you wish to cancel.
We shall provide you with a refund of the price paid for the Product including delivery costs by the method you used for payment however we may make deductions from the price as set out below. The refund will be made within 14 days of the date we receive the Products or, if earlier, within 14 days from the date you provide proof of postage to Us.
7.2 You must pay the costs of return however, please note that where you are returning Products that are faulty and misdescribed in accordance with clause 6.1 or if you are ending this contract in accordance with clause 5.2 We will pay the costs of return.
7.3 If you are exercising your right to cancel under this clause 7:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products (including their packaging), if this has been caused by your handling them in a way which would not be permitted in a shop. Please note that the reduction in value may be as much as the original price. For example, use of Our electrical products would not be permitted in a shop and therefore your use of Products in this way prior to returning them under this clause 7 would result in a significant reduction in value. Also, please note that Our product packaging is valuable and the value of the Product is significantly reduced if this is damaged. If We refund you the price paid before We are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay Us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method We offer. For example, if We offer delivery of a product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then We will only refund what you would have paid for the cheaper delivery option.
7.4 Please note, this clause reflects the returns policy offered by Us to Our UK and Ireland customers, which is more generous than your legal rights under the Consumer Contracts Regulations 2013 which give you a 14 day period in which to cancel your contract and receive a refund. This returns policy does not affect your legal rights in relation to faulty or misdescribed Products (see clause 6.1)
- GIFT CARDS
8.1 Gift cards are no longer issued by Us. If you have an old gift card, these terms will apply. Gift cards are only redeemable for goods on the website and may not be used to purchase further gift cards or exchanged for cash.
8.2 After making a purchase with your gift card no change will be given but any remaining balance may be applied to future purchases or refunded to you.
8.3 Gift cards will expire 12 months from the date of purchase. At expiry, any remaining balance will be lost.
8.4 Gift cards may only be used to buy products from the same ghd country website as the gift card was bought from. For example, a gift card bought on the Irish part of our website can only be used to buy goods from the Irish part of our website.
8.5 Please protect your gift card and treat it as though it is cash. We cannot be responsible for gift cards that are lost, stolen or damaged.
8.6 If any goods purchased with a gift card are exchanged or refunded, any money owed to you will be refunded to you.
- PRICE AND PAYMENT
9.1 The price of the Products will be the price indicated on the order pages when you place your Order. We take all reasonable care to ensure that the price of the Product advised to you is correct. However please see clause 9.3 for what happens if We discover an error in the price of the Product you order or in any promotional discount applied to the Order. Our prices may change at any time, but price changes will not affect Orders that We have accepted.
9.2 All prices include 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.
9.3 It is always possible that, despite Our best efforts, some of the Products We sell may be incorrectly priced or promotional discounts may be incorrectly applied. We will normally check prices and promotional discounts before accepting your Order so that, where the Product's correct price (less any promotional discount) 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 (less any promotional discount) 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 Products provided to you.
9.4 Depending on the method of delivery you select the prices for the Products may exclude delivery costs, which will be added to the total amount due. Please see the “Payment & Delivery” section of the website.
9.5 You must make payment for Products by credit or debit card or, if using Paypal, another method accepted by Paypal. We will collect funds from you when We despatch the Products however We may place a pending payment on your account (including your Paypal account) when you place your Order. Taking payment or placing a pending payment on your account does not constitute acceptance of your Order.
- OUR LIABILITY TO YOU
10.1 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, 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, for example, if you discussed it with Us during the sales process.
10.2 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; and for defective Products under the Consumer Protection Act 1987.
10.3 We are not liable for business losses. We only supply the Products for private domestic use. If you use the Products for any commercial, business or re-sale purpose We will have no liability to You for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- EVENTS OUTSIDE OUR CONTROL
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.
12.1 The terms set out in this clause apply to all Our offers and promotions and you should read these along with the terms of the specific offer. Where a specific offer says something different to this clause 12, the terms of the specific offer will apply.
12.2 No promotion, discount or promotional code available for redemption on the website may be used in conjunction with another offer or used to purchase gift cards.
12.3 Only one promotional code can be used per Order.
12.4 A promotional code cannot be applied to an Order after it has been placed.
12.5 The post purchase survey (PPS) and product registration (PRD) promotional codes cannot be redeemed via a verified stylist account.
12.6 Discounts do not apply to any delivery charges unless expressly stated.
12.7 Where you return Product to Us and receive a refund for any reason, the refund will be for the price paid, taking into account the offer. This means that you will effectively pay full price for the products you keep and lose the benefit of the offer.
12.8 Where you receive a free gift with your Order, you must return the free gift if you return the Product(s) which entitled you to a free gift. Where you received a product for free or at a discounted price because you purchased a qualifying product, you must return the free or discounted products when you return the qualifying product.
- OUR CANCELLATION RIGHTS
13.1 We may end the contract for a Product at any time by writing to you as soon as reasonably possible (and, where (d) or (e) apply, offering you the choice of a refund or an alternative product) if:
(a) you do not make any payment to Us when it is due;
(b) you do not, within a reasonable time, allow Us to deliver the products to you;
(c) We become aware, or reasonably believe, that you are in breach of these Terms;
(d) stock becomes unavailable; or
(e) an event outside of Our control (as set out in clause 11) occurs.
13.2 If we end the contract in the situations set out in clause 13.1 We will refund any money you have paid in advance for Products We have not provided (or release any holding payment placed on your account). If We end the contract in the situations set out in clause 13.1(c), We may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
- INFORMATION ABOUT US AND HOW TO CONTACT US
14.1 We are a company based in England. Our company registration number is 4115691 and Our registered office is at 82 Dean Street, London, England, W1D 3SP. Our registered VAT number is 886 6123 89.
14.2 If you have any questions or if you have any complaints, please contact Us. You can contact Us by telephoning Our customer service team on 0845 330 1133 or 01924 423 400 or by e-mailing Us using the contact form on the website.
14.3 If you wish to contact Us in writing, or if any clause in these Terms requires you to give Us notice in writing, you can send this to Us via the contact form on the website, by hand or by pre-paid post to the address set out in clause 14.1. We will confirm receipt of this by contacting you in writing. If We have to contact you or give you notice in writing, We will do so by e-mail, by hand or by pre-paid post to the address you provide to Us in the Order.
- HOW WE MAY USE YOUR PERSONAL INFORMATION
- OTHER IMPORTANT TERMS
16.1 We may transfer Our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and We will ensure that the transfer will not affect your rights under the contract.
16.2 You may only transfer your rights or your obligations under these Terms to another person if We agree in writing.
16.3 This contract is between you and Us. No other person shall have any rights to enforce any of its terms.
16.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining terms will remain in full force and effect.
16.5 If We fail to insist that you perform any of your obligations under these Terms, if We do not enforce Our rights against you or if We delay in doing so 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. For example if you do not pay and we do not request payment but provide the Products, we can still require you to make a payment at a later date.
16.6 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.
16.7 If you wish to make a complaint, please email firstname.lastname@example.org.
16.8 If you are based in the EU and are dissatisfied with the way that we have handled a complaint, you can submit a complaint to the Online Dispute Resolution Platform, , which is accessible via this link http://ec.europa.eu/odr and we will let you know during the complaint process whether we are willing to use this platform in relation to your complaint.