Terms and conditions for online sales
Where to find information about us and our products
We are Mama Bamboo Ltd (referred to in these terms as we, us and our). You can find everything you need to know about us and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account with us.
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 again to confirm dispatch of the product or notify you if we cannot fulfil an order.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, 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.
We charge you when your order if placed - Payment is taken when the order is processed. An order cannot be processed and will not appear in our system to be sent out until payment has been taken.
Subscription Sales Contracts
Each 'order' forms a separate sales contract between Mama Bamboo and yourself and is subject to the current Online Sales Terms and Conditions and Policies as published online.
Subscription orders will process payment at regular intervals, as determined by yourself during the initial set up or altered within your account online. You will own your product once we have received payment in full.
Each separate order will be charged at the stated prices on the invoice/order confirmation. Payment will be taken from the registered credit card or payment details within 28 days of processing. An order may be placed directly online or in writing by email and we reserve the right to process payment for the requested goods associated.
We reserve the right to make amendments to the Terms and Conditions and Policies without notice. We will endeavour to ensure any changes are published in a timely fashion and highlight materially impactful amendments within Order Notifications.
We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We pass on some 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.
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 by emailing us at firstname.lastname@example.org to end the contract and receive a refund for any products you have paid for, but not received.
Products can vary slightly from their pictures
A product's true colour may not exactly match that shown on your device or its packaging may be slightly different.
You have a legal right to change your mind
Your legal right to change your mind. 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.
Delivery Costs. Any no-fault returns will be subject to a return shipping fee.
When you can't change your mind. Unfortunately we cannot accept returns for any unsealed products. This is for health protection and hygiene purposes.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 21 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is 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 by emailing us at email@example.com or fill in the online form on our Returns Page.
You have to return the product at your own cost. You have to return your product to us within 14 days of your telling us you have changed your mind. For help with returns, see our Returns Page. You may opt for the pre-paid shipping label with our preferred courier or chose to use a courier of your own preference.
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" or the packaging is damaged. In some cases, because of the way you have treated the product, no refund may be due.
When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment. We don't charge a fee for the refund.
You can end an on-going subscription (find out how)
We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team by emailing us at firstname.lastname@example.org or visit our Subscribe and Save Page.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team by emailing us at email@example.com. 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. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- Up to 30 days: if your goods are faulty, then you can get a refund.
- Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
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;
- to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product. We may 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 the section We can change products and these terms above.
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 the supply of a product, or a subscription for a product, you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than one month you can cancel your subscription online or contact our Customer Service Team by emailing us at firstname.lastname@example.org to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
We can withdraw products
We can stop providing a product, such as a subscription for products. We let you know at least one week in advance and we refund any sums you've paid in advance for products which won't be provided.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:
- you don't make any payment to us when it's due and you still don't make payment within seven 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 that we need to provide the product, for example, a valid payment method or delivery address;
- you don't, within a reasonable time, allow us to deliver the product to you.
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 above.
- Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
- A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
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.
You have several options for resolving disputes with us
How we deal with complaints. You can contact our Customer Service Team by emailing us at email@example.com. They will do their best to resolve any problems you have with us or our products.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
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.
You can only transfer your contract with us to someone else if we agree to this. We may not agree if we consider that it would not be in our interests.
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.
Questions about the Terms of Service should be sent to us at firstname.lastname@example.org.