Terms of use

TERMS OF USE

These terms may have changed since you last reviewed them

WHERE TO FIND INFORMATION ABOUT US AND OUR PRODUCTS

You can find everything you need to know about us, Ashluxe Limited and our products on our website, in our catalogue or from our sales staff before you order. We also confirm the key information to you in writing after you order by email and in your online account.

WHEN YOU BUY FROM US YOU ARE AGREEING THAT:

WE ONLY ACCEPT ORDERS WHEN WE'VE CHECKED THEM

We contact you to confirm we've received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you.

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SOMETIMES WE REJECT ORDERS

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a payment or credit information we have obtained is unsatisfactory, because we can't verify your age (where the product is age-restricted), because 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.

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WE CHARGE YOU WHEN YOU ORDER

If your product is goods (rather than digital content or services), you will own it once we have received payment in full.

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WE PASS ON INCREASES IN VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

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WE'RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL

If our supply of your product is delayed by an event outside our control, we 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: https://ash-luxe.com/en-gb/pages/contact to end the contract and receive a refund for any products you have paid for in advance, but not received.

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PRODUCTS CAN VARY SLIGHTLY FROM THEIR PICTURES

A product's true colour may not exactly match that shown or its packaging may be slightly different. All sizes, weights, capacities, dimensions and measurements indicated on our website can be out by up to 5%.

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YOU'RE RESPONSIBLE FOR MAKING SURE YOUR MEASUREMENTS ARE ACCURATE

If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. Find information and tips on how to measure on our website.

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WE CHARGE YOU IF YOU DON'T GIVE US INFORMATION WE NEED

We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery as agreed with us. For example, we might need to re-deliver on another vehicle.

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YOU HAVE A LEGAL RIGHT TO CHANGE YOUR MIND

Your legal right to change your mind. For most of our products, 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.

When you can't change your mind. You can't change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specifications or are clearly personalised; and
  • goods which become mixed inseparably with other items after their delivery.

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. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: https://ash-luxe.com/en-gb/pages/contact

You have to return the product at your own cost. You have to return your product and any free gifts provided with it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods. You can:

  • fill the return form here https://ash-luxe.com/pages/start-return. You will need your email receipt.
  • send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it 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, including our collection arrangements for goods which can't be posted, contact our Customer Service Team: https://ash-luxe.com/en-gb/pages/contact

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

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 reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due - https://ash-luxe.com/en-gb/pages/returns. Our Customer Service Team: https://ash-luxe.com/en-gb/pages/contact can advise you on whether we're likely to reduce your refund.

When and how we refund you. We refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

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YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT

If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team: https://ash-luxe.com/en-gb/pages/contact. 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. Remember too that You have several options for resolving disputes with us.

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WE CAN CHANGE PRODUCTS AND THESE TERMS

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements; and
  • to make technical adjustments and improvements, for example to address a security threat.
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WE CAN SUSPEND SUPPLY (AND YOU HAVE RIGHTS IF WE DO)

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, you can contact our Customer Service Team: https://ash-luxe.com/en-gb/pages/contact to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

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WE CAN WITHDRAW PRODUCTS

We can stop providing a product. We let you know at least 14 days in advance and we refund any sums you've paid in advance for products which won't be provided.

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WE CAN END OUR CONTRACT WITH YOU

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

  • you don't make any payment to us when it's due and you still don't make payment within 30 days of our reminding you that payment is due;
  • 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;
  • you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect a product ("click and collect") but you don't do this within 7 then unless the product is made to your specifications or is clearly personalised we treat your order as cancelled and refund the purchase price; or
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WE DON'T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR PRODUCTS

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • 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).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
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WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE

How we use any personal data you give us is set out in our Privacy Notice: https://ash-luxe.com/policies/privacy-policy.

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YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US

Our Customer Service Team: https://ash-luxe.com/en-gb/pages/contact will do their best to resolve any problems you have with us or our products.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Consumer Dispute Resolution Limited (CDRL) through their website at https://www.retailadr.org.uk/. If you're not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by laws of the Federal Republic of Nigeria and wherever you live you can bring claims against us in the Court of Law. We can claim against you in the courts of the country you live in.

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OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT

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're unhappy with the transfer you can contact our Customer Service Team: https://ash-luxe.com/en-gb/pages/contact to end the contract within 14 of us telling you about it and we will refund you any payments you've made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. We can require the new owner to prove you transferred the product to them, for example by providing original receipts.

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.

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.

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.

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