Terms and Conditions
- Information about us
This Website is owned and operated by Kiki Limited with its registered office at The Union Building, 51-59 Rose Lane, Norwich, NR1 1RY United Kingdom and a registered company number of 03808120 kept by Companies House and a registered VAT number of GB750772622.
In these Terms and Conditions, the following definitions apply:
“Kiki Health, We or Us” means Kiki Limited.
“User” means a User of the Website.
“You” means a User of the Website.
“Dispatch Confirmation” the email we send you confirming your order (at which point the contract between us will be formed);
“Materials” defined in clause 4;
“Products” means any Products offered for sale on the Website;
“Order” means an online transaction made by you via the Website for one or more Products, to which these Terms and Conditions apply.
“Website” means the web site at the URL www.kiki-health.co.uk, www.kiki-health.com, www.kikihealth.co.uk or www.kikihealth.com or replacement site(s) from time to time;
We reserve the right to update these Terms and Conditions from time to time and any changes will be announced to you via a suitable notification on the Website. It is your responsibility to check for such changes. If you do not accept the new changes you should not use the Website. By continuing to use the Website, it is an indication that you agree and are bound to the new Terms and Conditions.
- Intellectual Property Rights/Trademarks – License
4.1 Unless otherwise stated, Kiki Ltd and/or its licensors own the intellectual property rights for all material (including text, graphics, software, databases, photographs and other images and videos, sound, trademarks and logos) on the Website. All intellectual property rights are reserved. You may access this Website for your own personal use subject to restrictions set in these Terms and Conditions.
4.2 Unless agreed by us in advance and in writing, you must not:
- Republish material from this Website.
- Sell, rent or sub-license material from this Website.
- Reproduce, duplicate or copy material from this Website.
- Redistribute content from this Website.
4.3 We reserve the right to request that you remove all links or any particular link to our Website. You agree to immediately remove all links to our Website upon request. We also reserve the right to amend these Terms and Conditions and it’s linking policy at any time. By continuously linking to our Website, you agree to be bound to and follow these linking terms and conditions.
Without prior approval and written permission, you may not create frames around our Webpages that alter in any way the visual presentation or appearance of our Website.
- External Links
From time to time, the Website may include links to external Websites, which could include links to offers and promotions from third parties. We include these to give you access to information, products or services that you may find useful or interesting. We are not liable for the content of these Websites and do not claim that they will be continuously accessible. The fact that we provide links to such external sites does not signify any endorsement of their owners or promoters, or any affiliation with them.
- Personal Information
- Product Information
We take all appropriate steps to ensure the correctness of all product details. Whilst we have made every effort to show our products’ appearances, and information as precisely as possible, there is a possibility that the product information is not described correctly. What you see may also rely on your computer equipment, screen or display, so we do not guarantee that the photographs of a product are an accurate representation of the actual product. If you are dissatisfied with your order, please refer to our Cancellation Policy (14).
- Products and Availability
9.1) Products are subject to availability and products that are in your basket can be bought by other Users. We will do our utmost to delete or update any products at the earliest opportunity if they have sold out. The stock position relating to a specific product may change as there is a delay between the time when the order is placed and the time when the order is approved. If, after we have approved your order, a product you have ordered becomes out of stock, then Kiki Ltd will not be liable to you for not being able to supply the product. If such a situation occurs, we will inform you of the out-of-stock product as soon as possible and you will not be charged for the out of stock product.
9.2) If your item is not in stock, you may have the option to order in advance and we will send it to you once it is back in stock. You may email or cancel your order if you prefer not to wait.
- Pricing and Payment Terms
10.1) Product prices shown on our Website are in British Pounds and are inclusive of UK value-added tax (“VAT”) (where applicable), at the appropriate rate. Delivery is excluded and is shown on the checkout page once you have added your address and selected your chosen delivery method.
10.2) Where you have requested delivery of your Order to a place outside the UK, any taxes, duties, fees, levies or other charges levied by that country will be paid by the User on receipt of goods to the necessary authorities.
10.3) Any coupon, discount, offer or promotional discount (the “Promotion”) offered on the website are non-transferable and valid only for use as part of a purchase made via the Website unless otherwise stated and subject to availability. No cash alternative will be offered on any Promotion. The Promotion cannot be used in conjunction with any other coupon, offer or promotional discount and it must be redeemed by the date published (if applicable and provided).
10.4) Although we try to ensure that all the prices of our Products shown in the product description are accurate, errors can sometimes occur. If we discover an error in the price of a product, we are under no obligation to accept or fulfil an order at an incorrect price for that product and reserve the right to cancel an order that has been accepted or is in transit.
10.5) For all international deliveries, including the European Union (orders delivered outside of the UK) you will be the importer. It is your responsibility to check that the Products you plan to import comply with state and government import regulations before placing your order and that there are no local requirements or restrictions that may negatively affect the receipt of your order. You agree to be liable for these if any customs requirements apply or charges are due.
10.6) Prices and delivery costs are liable to change at any time, but changes will not affect orders that have been placed.
- Contract Formation
11.1) After placing an order online and paying by one of the chosen payment methods available, as detailed in Payment Methods (12), you will receive an automated email that we have received your order.
11.2) Applicable laws require that some of the information and communication is sent to you in writing. When using our Website, you accept that communication with us will mainly be electronic.
11.3) For contractual purposes, you acknowledge that all contracts, notices and other information will be provided electronically and comply with any legal requirement.
11.4) All orders are subject to acceptance and availability. You accept that any automated acknowledgement of your order which you may receive from us shall not amount to our acceptance of your offer to purchase the Products advertised on the Website.
11.5) The conclusion of a contract between you and us will take place when we:
- debit your credit, debit card or PayPal account or
- dispatch the order to you, whichever is the later.
- Payment Methods
12.1) Payment for all orders must be made by PayPal, credit or debit card on the checkout page on our Website. We accept payment by most major credit and debit cards, including American Express, Visa and MasterCard. If you are shopping from anywhere other than the UK, your credit card company will convert the transaction to your own currency once you have placed the order.
12.2) You should be aware that online payment transactions are subject to validation checks by your card issuer. We are not responsible if your card issuer declines to authorise payment for any reason.
12.3) We carry out a standard pre-authorisation check on your payment card at the time you place an order, and your order will not be dispatched until payment for the full costs of the order has been authorised. Your card issuer may charge you an online handling fee or processing fee.
12.4) You may also send your credit card information via phone, email or mail.
12.5) There is no minimum order value. We accept all orders, no matter how large or small.
12.6) If you are an existing trade customer and would like to order your goods online with your usual discount, please send an email to [email protected] or alternatively ask our customer service team for more information.
13. Delivery, Shipping Cost and Returns
Shipping costs will be calculated on the weight and destination of your package. The exact shipping cost will be calculated at the Checkout before you pay for your order. Shipments are processed by our couriers, see our Delivery Policy for more information. Returns are dealt with under our Cancellation Policy (15).
- Complaints and Disputes Procedure
14.1) Please contact us if you have any comments or complaints by contacting our Customer Services Team by emailing us here, calling +44 1263 738660 or you can address them to Kiki Ltd Unit 4, Aylsham Business Estate, Shepheards Close, Aylsham, Norfolk, NR11 6SZ United Kingdom. We will always endeavour to resolve any dispute as swiftly as possible. We have a complaint-handling policy as required by law, which is available on request.
14.2) EU resident customers only – The European Online Dispute Resolution platform www.ec.europa.eu/consumers/odr/ provides information about alternative dispute resolution which may be of interest if there is a dispute we cannot resolve between us. You can find the national contact points to your area by following the link above.
- Cancellation – Right to cancel
15.1) As a consumer, you have a statutory right under the Consumer Contracts (Information and Additional Charges) Regulations 2013, to cancel your contract of sale for any reason.
15.2) The Cancellation period for different types of contract are as follows:
- The cancellation period will expire within fourteen (14) days, starting the day after the day on which the products come into the physical possession of the consumer or the person that you asked you to deliver the products to.
- In the case of a contract where you have purchased multiple goods and the goods were delivered separately or on different days, you have the right to cancel fourteen (14) days, starting the day after the day on which the last of the products come into the physical possession of the consumer or the person that they ask you to deliver the products to.
15.3) To exercise the right to cancel, you must inform us of your decision to cancel the contract by a clear statement (e.g a letter sent by post, or e-mail) before the end of the cancellation period.
You can inform us by any of the below methods:
- By post: Kiki Ltd. Unit 4, Aylsham Business Estate, Shepheards Close, Aylsham, Norfolk, NR11 6SZ United Kingdom
- By email: [email protected]
Use may use the below model cancellation form below, but it is not obligatory.
To KIKI Ltd,
Unit 4, Aylsham Business Estate, Shepheards Close, Aylsham, Norfolk, NR11 6SZ United Kingdom.
I/We [*] hereby give notice that I/We [*] cancel my/our contract of sale of the following goods [*] / for the supply of the following service [*],
Ordered on [*] / received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
- Effects of cancellation
16.1) If you cancel this contract, we will refund to you all payments received from you, including the costs of delivery, with the exception, as permitted by law, of the supplementary costs resulting if you chose a type of delivery other than the least expensive type of standard delivery offered by us.
16.2) If you are only returning part of your Order which was delivered to the same address, then there will be no refund for delivery.
16.3) We will withhold reimbursement until we have received the goods back or, if agreed in advance, you have supplied evidence of having sent back the goods, whichever is the earliest.
16.4) We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
16.5) We will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
16.6) We will make the reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
16.7) Due to hygiene reasons or health and safety, you will not have the right to cancel the Contract in the following circumstances: We reserve the right to consider:
- the condition of any Product that you wish to return and make any deductions if there are indications that the Product has been used,
- or if its seals have been removed, broken or tampered with when returning Products on which you have received any promotional or another discount the refund will only cover the price you paid.
16.8) When you contact or post us your cancellation notification, your cancellation is valid from the day you email us, or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight (GMT) on that day.
16.9) We will email you to confirm we have received your cancellation request. Once you have received the email confirmation, the Product(s) covered by the cancellation must then be returned to us at the following address: KIKI Ltd. Unit 4, Aylsham Business Estate, Shepheards Close, Aylsham, Norfolk, NR11 6SZ United Kingdom.
16.10) You must not delay the return of the Products and should send them back not later than 14 days of when you informed us of your decision to cancel. The deadline is met if you send back the goods before the period of 14 days has expired.
16.11) Unless agreed otherwise, or the item is defected when received, or there was a mistake on our end, you will have to bear the direct cost of returning the product(s).
16.12) Please note that it can take up to 10 days for us to receive your return, depending on what service you use, or which country you are sending it from and refunds can take up to a further week for the amount to show in your account.
16.13) If you have returned the Products to us because they are faulty or misdescribed, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
16.14) If you placed your Order online and paid for it to be delivered to a Non-EU or EU country we will not refund the original delivery charge or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that.
17.1) As the trader we are under a legal duty to supply goods that are in conformity with this contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause or anything else in these Terms and Conditions.
17.2) You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website. These Terms and Conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.
17.3) We are bound by the code of conduct of the Consumer Protection from Unfair Regulations 2008 which can be found here
17.4) All correspondence, wither electronically or by telephone will be in English.
17.5) Kiki Ltd warrants that the Products will be supplied with reasonable skill and care.
- Ethical Sourcing Policy
We are committed to delivering high-quality products to our customers, and we aim to ensure that our suppliers operate ethically. Kiki Ltd requires all suppliers to consistently have an infrastructure that respects the health and safety and basic human rights of their employees. National employment laws and regulations are required to be complied with by all suppliers, with particular regard to the minimum age of employment, freely chosen employment, health and safety, freedom of association and the right to collectively bargain, no discrimination, no harsh or inhumane treatment, working hours, pay rates and terms of employment. Although it is not always possible to monitor and control the conditions, we never knowingly permit sourcing from countries that violate these values.
19. Custom charges
Customs charges may be requested from your local authorities on receipt of the order for EU Countries and third – countries. If you are unsure of these charges, you should contact your local authorities in advance for more information.
Unit 4 Aylsham Business Estate
Phone: +44 (0) 1263 738 660
Company number: 03808120