Terms of service

Notpla Terms and Conditions of Sale

 

Where to find information about us and our products

You can find everything you need to know about us, Notpla Limited (registered in England and Wales with company number 09147492) “Notpla”, and our products on our website or from our sales staff before you order. We also confirm the key information to you in writing after you order by email. 

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 [then we contact you again [(normally within [PERIOD])] to confirm we've accepted it OR we accept it when we dispatch the product [and confirm dispatch] to you]. 

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK 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 you order

You will own your product once we have received payment in full. 

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 shall 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 via: customerservice@notpla.com to end the contract and receive a refund for any products you have paid for, but not received. 

Your legal right to change your mind. 

For most of our products bought by you, 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.

You have rights if there is something wrong with your product: 14 days to change your mind where you pay the cost of return. 

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 it. 

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: customerservice@notpla.com. 

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. Returns are at your own cost. You can:

• subject to prior appointment, bring the product to Notpla Limited, 8B Queen’s Yard, E9 5EN London. You will need your email receipt and the card you paid with; or 
• send the product back to us (at the above address, or at such address otherwise notified to You in writing by us from time to time), 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 products which can't be posted, see our Delivery Information: https://notpla.shop/pages/delivery-and-returns or contact our Customer Service Team: via customerservice@notpla.com.

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. 

When and how we refund you. 

If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, 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 (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

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 via: customerservice@notpla.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. Remember too that You have several options for resolving disputes with us.

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; and
• to reflect any material changes in the commercial / economical environment in which Notpla operates.

Changes we can only make if we give you notice and an option to terminate. 

We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team: customerservice@notpla.com to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received:

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.

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, or tell you we're going to suspend supply, for more than 2 months you can contact our Customer Service Team: via customerservice@notpla.com to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

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 28 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, for example, such as the total number of products required;
• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. we treat your order as cancelled and refund the purchase price. 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.We're not responsible for delays outside our control - see relevant section above for further information. 
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in our B2B Terms.

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://www.notpla.com/terms-conditions-policies. 

You have several options for resolving disputes with us

Our complaints policy. 

Our Customer Service Team (contactable via customerservice@notpla.com) will do their best to resolve any problems you have with us or our products as per our Complaints policy (a copy of which is available upon written request to info@notpla.com). 

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. If you're not satisfied with the outcome you can still go to court.

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 contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact our Customer Service Team via customerservice@notpla.com to end the contract within 14 days 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 may not agree if there is, in our reasonable opinion, a conflict, or potential conflict, of interest between our business interests and the commercial interests of the prospective third party transferee. 

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.