Terms of service
Article 1 – Definitions
For the purposes of these terms:
Cooling-off period: the period within which the consumer may exercise their right of withdrawal;
Consumer: any natural person who is not acting for the purposes of a trade, business or profession and who enters into a distance contract with the trader;
Day: calendar day;
Article 2 – Identity of the Trader
Email: support@belgraviagrace.uk
Pursuant to measures introduced and strengthened from 2024 relating to the amendment of the VAT Act 1994 (and legislation implementing the Payment Services Directive), and consequently the implementation of the Central Electronic System of Payment information (CESOP), payment service providers may report data to the European CESOP system.
Article 3 – Applicability
These general terms apply to any offer by the trader and to every distance contract and order concluded between the trader and the consumer.
Before the distance contract is concluded, the text of these general terms shall be made available to the consumer. If this is not reasonably possible, it shall be indicated before conclusion that the general terms are available from the trader and will be sent to the consumer free of charge upon request as soon as possible.
If the distance contract is concluded electronically, contrary to the previous paragraph and before conclusion, the text of these general terms may be made available to the consumer electronically in such a way that the consumer can easily store it on a durable medium. If this is not reasonably possible, it shall be indicated before conclusion where the general terms may be consulted electronically and that they will be sent to the consumer free of charge upon request, electronically or otherwise.
Where specific terms for products or services apply in addition to these general terms, the second and third paragraphs shall apply mutatis mutandis. In the event of a conflict between terms, the consumer may always rely on the most favourable provision applicable to them.
If one or more provisions of these general terms are wholly or partially invalid or revoked at any time, the contract and remaining terms shall remain valid. The provision in question shall be replaced without delay, by agreement between the parties, with a valid provision that reflects the original intent as closely as possible.
Situations not regulated by these general terms shall be assessed “in line with the spirit” of these terms.
Any ambiguities regarding the interpretation or content of one or more provisions of our terms shall be clarified “in line with the spirit” of these general terms.
Article 4 – The Offer
If an offer is valid for a limited period or subject to conditions, this will be stated explicitly in the offer.
The offer is non-binding. The trader reserves the right to amend and adjust the offer.
The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow the consumer to assess the offer properly. If the trader uses images, they must be a faithful representation of the products and/or services offered. Obvious errors or omissions in the offer do not bind the trader.
All images, specifications and data in the offer are indicative and do not give rise to damages or contract termination.
Product images are a faithful representation of the products offered. However, the trader cannot guarantee that displayed colours exactly match the real colours of the products.
Every offer includes information enabling the consumer to clarify their rights and obligations related to accepting the offer, in particular:
- The price, excluding customs clearance costs and import VAT. These additional costs are borne by the customer.
- Possible delivery costs;
- The way the contract is concluded and the necessary procedures;
- The applicability of the right of withdrawal;
- The method of payment, delivery and performance of the contract;
- The period for accepting the offer or the period during which the trader guarantees the price;
- The rate for distance communication, if calculated other than at the standard basic rate;
- Whether the contract is stored after conclusion and, if so, how it can be consulted by the consumer;
- The way the consumer may verify and correct data provided before conclusion;
- Any other languages in which the contract may be concluded;
- Any codes of conduct to which the trader is subject and how they may be viewed electronically;
- The minimum duration of the distance contract in the case of a long-term transaction.
Optional: available sizes, colours, material types.
Article 5 – The Contract
Subject to paragraph 4, the contract is concluded when the consumer accepts the offer and meets the stated conditions.
If the consumer accepts the offer electronically, the trader will immediately confirm receipt of acceptance electronically. The consumer may cancel the contract until such receipt is confirmed by the trader.
If the contract is concluded electronically, the trader will take appropriate technical and organisational measures to protect electronic data transfer and ensure a secure web environment. If the consumer can pay electronically, the trader will observe appropriate security measures.
The trader may – within legal limits – verify whether the consumer can meet their payment obligations, as well as all facts and factors relevant to the responsible conclusion of the distance contract. If, based on that check, the trader has valid reasons not to conclude the contract, they may refuse an order or request or make performance subject to special conditions.
The trader will send the consumer, together with the product or service, the following information in writing or in a form that may be stored by the consumer on a durable medium:
- The trader’s address where the consumer may submit complaints;
- The conditions and methods for exercising the right of withdrawal, or a clear statement of exclusion of withdrawal rights;
- Information on guarantees and after-sales services;
- The data referred to in Article 4(3), unless already provided before performance;
- Requirements for terminating the contract if it lasts more than one year or is open-ended.
In the case of a long-term contract, the above paragraph applies only to the first delivery.
Every contract is subject to the condition of sufficient availability of the relevant products.
Article 6 – Right of Withdrawal
When purchasing products, the consumer may cancel the contract without giving a reason, within 30 days. The cooling-off period starts the day after the consumer or a designated third party receives the product.
During the cooling-off period, the consumer must handle the product and its packaging with due care. They may open or use the product only to the extent strictly necessary to assess its nature, characteristics and functionality. If exercising the right of withdrawal, the consumer must return the product with all supplied accessories and – where reasonably possible – in its original condition and packaging, following clear and reasonable instructions from the trader.
If the consumer wishes to exercise the right of withdrawal, they must inform the trader within 30 days of receipt, in writing or by email to: support@belgraviagrace.uk. Once notice of withdrawal has been given, the consumer must return the product within a further 14 days. The consumer is responsible for proving timely return, e.g. with proof of dispatch.
Detailed instructions for exchanges and returns can be found on our dedicated Returns & Exchanges page:
https://www.belgraviagrace.uk/pages/returns-exchanges
If the consumer does not give notice of withdrawal within the 30‑day period or does not return the product within the following 14 days, the purchase will be final.
Article 7 – Costs of Withdrawal
If the consumer exercises the right of withdrawal, return costs are borne by the consumer.
If the consumer has paid any amount, the trader will refund it as soon as possible and in any event within 30 days of withdrawal. However, refund is conditional on the product being received back by the online retailer or proof of full return being provided.
Article 8 – Exclusion of Right of Withdrawal
The trader may exclude the consumer’s right of withdrawal for the products described in paragraphs 2 and 3. Exclusion is only permitted if clearly stated in the offer, at least before conclusion of the contract.
Exclusion is permitted for:
- Products made to the consumer’s specifications;
- Clearly personalised products;
- Products that cannot be returned by nature;
- Products that deteriorate or expire rapidly;
- Products whose prices are subject to financial market fluctuations beyond the trader’s control;
- Newspapers and periodicals;
- Sealed audio, video recordings or computer software, once opened by the consumer;
- Hygiene products, once sealed by the consumer has been broken.
Exclusion is permitted for services:
- Relating to accommodation, transport, catering or leisure, scheduled for a specific date or period;
- Whose performance has begun with the consumer’s express consent before the end of the cooling-off period;
- Relating to betting and lotteries.
Article 9 – Price
Special additional customs clearance costs and/or import duties are not included in the price and are entirely borne by the customer.
During the validity period stated in the offer, the prices of products and/or services will not be increased, except for changes resulting from VAT rate adjustments.
Notwithstanding the above, the trader may offer products or services with variable prices if such prices are subject to financial market fluctuations beyond the trader’s control. The link to such fluctuations and the indicative nature of prices will be explicitly stated in the offer.
Price increases within 3 months of conclusion are permitted only if required by law or regulation.
Price increases from 3 months after conclusion are permitted only if agreed and if:
- They result from law or regulation; or
- The consumer may cancel the contract from the date the increase takes effect.
For VAT purposes, the place of supply is the country where transport begins. In this case, delivery takes place outside the UK. The postal or courier service will therefore charge the buyer import VAT and/or customs clearance costs. No VAT is applied by the trader.
All prices are subject to typographical errors. No liability is accepted for consequences of such errors. In the event of a printing or typing error, the trader is not obliged to deliver at the incorrect price.
Article 10 – Compliance and Guarantee
The trader guarantees that products and/or services comply with the contract, the specifications in the offer, reasonable quality and usability requirements, and applicable laws and regulations at the date of the contract. Where expressly agreed, the trader also guarantees that the product is suitable for a non-standard use.
The guarantee provided by the trader, manufacturer or importer does not affect the consumer’s statutory rights and claims under the contract, consumer protection legislation, and applicable legal conformity rules.
Any defect or incorrectly delivered product must be reported in writing to the trader within 30 days of delivery. Returned products must be in their original packaging and in new‑like condition.
The guarantee period corresponds to the manufacturer’s guarantee period. Under no circumstances will the trader be liable for the final suitability of products for the consumer’s specific individual uses, or for advice given regarding use or application.
The guarantee does not apply if:
- The consumer has repaired or modified the products themselves or via third parties;
- Products have been exposed to abnormal conditions, handled negligently, or in breach of instructions;
- The defect is due, in whole or in part, to state regulations regarding materials or quality.
Article 11 – Delivery and Performance
The trader exercises the utmost care in receiving and executing product orders.
The delivery address is the one provided by the consumer to the company.
Subject to Article 4, the company will execute accepted orders promptly and in any event within 30 days, unless the consumer agrees to a longer period. If delivery is delayed, or an order cannot be fulfilled or is partially fulfilled, the consumer will be informed within 30 days of order placement. The consumer may then cancel the contract without cost and claim damages.
In the event of such cancellation, the trader will refund the amount paid by the consumer as soon as possible and in any event within 14 days of cancellation.
If delivery of an ordered product is impossible, the trader will endeavour to provide a replacement product. It will be clearly stated that a replacement is being supplied. The right of withdrawal may not be excluded for replacement products. Return costs will be borne by the trader.
Risk of damage to or loss of products remains with the trader until delivery to the consumer or a designated representative, unless expressly agreed otherwise.
Article 12 – Long-term Transactions: Duration, Termination and Renewal
Termination
The consumer may terminate an open-ended contract providing for regular delivery of products (including electricity) or services at any time, observing agreed termination rules and a maximum notice period of one month.
The consumer may terminate a fixed-term contract providing for regular delivery of products or services at any time before expiry, observing agreed rules and a maximum notice period of one month.
The consumer may terminate the above contracts:
- At any time, not limited to a specific date or period;
- In the same manner in which the contract was concluded;
- With the same notice period as the trader applies for themselves.
Renewal
A fixed-term contract providing for regular delivery of products or services may not be tacitly renewed or extended for a fixed period.
Notwithstanding the above, a fixed-term contract for regular delivery of newspapers and periodicals may be tacitly renewed for a maximum of three months, provided the consumer may terminate the renewed contract at the end of the renewal period with a maximum notice period of one month.
A fixed-term contract for regular delivery of products or services may be tacitly renewed as open-ended only if the consumer may terminate it at any time with a maximum notice period of one month, or three months if delivery is less frequent than monthly.
A fixed-term trial contract for newspapers or periodicals will not be tacitly extended and will end automatically at the end of the trial period.
Duration
If a contract lasts longer than one year, the consumer may terminate it at any time after one year with a maximum notice period of one month, unless reasonableness and fairness oppose early termination.
Article 14 – Complaints Procedure
Complaints regarding contract performance must be submitted fully and clearly to the trader within 7 days of the consumer discovering the defect.
Complaints submitted to the trader will receive a response within 30 days of receipt. If a complaint is expected to take longer to process, the trader will respond within 14 days with an acknowledgement and an indication of when a full reply can be expected.
If the complaint cannot be resolved by mutual agreement, a dispute will arise subject to dispute resolution procedures.
A complaint does not suspend the trader’s obligations, unless the trader states otherwise in writing.
If the complaint is upheld by the trader, the trader may, at their option, replace or repair the products free of charge.