Terms & Conditions

These terms
1. What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.
2. Why you should read them. Please read these terms carefully before you submit your order to us. 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. If you think that there is a mistake in these terms please contact us to discuss.
3. Are you a business customer or a consumer?
  In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
  - You are an individual.
  - You are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
4. If you are a business customer this is our entire agreement with you. If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation [or negligent misstatement] based on any statement in this Agreement.
Information about us and how to contact us
1. Who we are. We are Mimea Mauzo Ltd a company registered in England and Wales. [Our company registration number is 13276447 and our registered office is at The Leys, Hoxne, Suffolk IP21 5BP. Our registered VAT number is 379612363.]
2. How to contact us. You can contact us by telephoning our customer service team at 0333 355 2405 or by writing to us at [email protected].
3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us.
4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
Our contract with you
1. How we will accept your order. Our acceptance of your order will take place when our e-commerce web site sends you an order confirmation or we email you directly to accept it, once you have the order confirmation a contract will come into existence between you and us.
2. If we cannot accept your order. If we are unable to accept your order, our web site will not accept your order, or we will inform you of this by email and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit card transaction is refused, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4. We only currently sell to the UK. Our website is currently solely for the promotion of our products in the UK. Unfortunately, we do not accept web site orders from addresses outside the UK. If you are outside the UK please contact us directly and we can see if we can help.
Our products
1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products and because these are natural products the colours will vary as well as possibly the particle size etc. The product you receive may vary slightly from those images. Although we have made every effort to be as accurate as possible, because our products are natural weights, they may vary from the measurements indicated on our website and have a 5% tolerance.
2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
Your rights to make changes
1. If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
Our rights to make changes
1. Minor changes to the products. We may change the product:
  1. to reflect changes in relevant laws and regulatory requirements, for example if legal levels on a constituent is amended etc.; and
  2. to implement minor technical adjustments and improvements, for example to address a change of supply availability. Such changes should not vary the item’s useability but any suitability for the materials use is entirely a decision for the customer.
2. More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make the following changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
  1. Changes in specification of the product available.
3. Updates to digital content. We may update or require you to update digital content, provided that the digital content shall always match the description of it that we provided to you before you bought it.
Providing the products
1. Delivery costs. The costs of delivery will be as displayed to you on our website or quoted to you at time of order.
2. When we will provide the products. During the order process we will let you know when we will provide the products to you. If the products are ongoing subscriptions, we will tell you during the order process when and how you can end the contract.
  1. If the products are goods. If the products are goods, we will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order or we will contact you with an estimated delivery date or to agree a delivery date, which will be within 60 days after the day on which we accept your order.
  2. If the products are ongoing subscription to receive goods. We will supply the goods to you until either the subscription expires or you end the contract as described in clause 8 or we end the contract by written notice to you as described in clause 10.
3. 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.
4. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products.
5. If you do not re-arrange delivery. 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 10.2 will apply.
6. When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us, or you or a carrier organised by you collect it from us.
7. When you own goods. You own a product which is goods once we have received payment in full.
8. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example your correct delivery address. If so, this will have been stated in the description of the products on our website. We will contact you [in writing] to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
9. Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
  1. deal with technical problems or make minor technical changes;
  2. update the product to reflect changes in relevant laws and regulatory requirements;
  3. make changes to the product as requested by you or notified by us to you (see clause 6).
10. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 DAYS and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
11. We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 14.4) and you still do not make payment within 5 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 14.7). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 14.6).
Your rights to end the contract
1. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract and whether you are a consumer or business customer:
  1. If what you have bought is faulty or misdescribed you may have a legal right to end the contract
    (or to get the product rectified or replaced or to get some or all of your money back),
    see
    clause 12 if you are a consumer and clause 13 if you are a business;
  2. If you want to end the contract because of something we have done or have told you we are going to do, see
    clause 8.2;
  3. If you are a consumer and have just changed your mind about the product, see
    clause 8.3. 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 goods;
  4. In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see
    clause 8.7
    OR
    clause 8.8.
2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 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:
  1. we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
  2. 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;
  3. there is a risk that supply of the products may be significantly delayed because of events outside our control;
  4. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than [PERIOD]; or
  5. you have a legal right to end the contract because of something we have done wrong.
3. Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
4. When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:
  1. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  2. any products which become mixed inseparably with other items after their delivery.
5. How long do consumers have to change their minds?
  If you are a consumer how long you have to change your mind depends on what you have ordered and how it is delivered.
  1. Have you bought goods (for example, herbs)?
    if so, you have 14 days after the day you (or someone you nominate) receives the goods,
    unless:
    1. Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.
    2. Your goods are for regular delivery over a set period (for example subscription.
      In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.
6. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 8.1), you can still end the contract before it is completed. A contract for goods is completed when the product is delivered and paid for. If you want to end the contract in these circumstances, just contact us to let us know. The contract will not end until 1 calendar month after the day on which you contact us. We will refund any advance payment you have made for products which will not be provided to you. For example, if you tell us you want to end the contract on 4 February, we will continue to supply the product until 3 March. We will only charge you for supplying the product up to 3 March and will refund any sums you have paid in advance for the supply of the product after 3 March.
How to end the contract with us (including if you are a consumer who has changed their mind)
1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
  1. Phone or email. Call customer services on 0333 3552405 or email us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  2. Online. Complete the form on our website.
  3. By post. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
2. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods back to us or allow us to collect them from you at your cost. Please complete our returns form, call or email us for a return label or to arrange collection. If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
3. When we will pay the costs of return. We will pay the costs of return:
  1. if the products are faulty or misdescribed;
  2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
  3. if you are a consumer exercising your right to change your mind
4. In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.
5. What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
6. How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
7. When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:
  1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop. [See our [Returns form] for information about what handling is acceptable and examples]. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  2. 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.
8. When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:
  1. If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
  2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
Our rights to end the contract
1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
  1. you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
  2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery address.
  3. you do not, within a reasonable time, allow us to deliver the products to you
  4. you do not, within a reasonable time, allow us access to your premises to supply the services.
2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct a reasonable compensation for the net costs we will incur as a result of your breaking the contract depending on the date on which we end the contract.
3. We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know as soon as is reasonably practical of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
If there is a problem with the product
1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0333 355 2405 or write to us at [email protected].

Your rights in respect of defective products if you are a consumer

If you are a consumer we are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. 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.

If your product is
goods, for example [furniture or a laptop], 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:

a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.

c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

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