Our Terms

          1. 1. These terms

          1. 1.1 What these terms cover. These are the terms and conditions on which we supply products to you.

1.2 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 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.

          1. 2. Information about us and how to contact us

2.1 Who we are. We are Boxwize Ltd a company registered in England and Wales. Our company registration number is 12117479 and our registered office is at Grand Union Studios, 332 Ladbroke Grove, London, United Kingdom, W10 5AD. Our registered VAT number is 337433990.

2.2 How to contact us. You can contact us by writing to us at hello@webother.co.uk or contacting us using our on-site chat function or Facebook Messenger.

2.3 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 in your order.

          1. 3. Your order

3.1 How we will accept your order. We will send you an initial acknowledgement of your order by email but it is not until we provide our acceptance that a contract will come into existence. Our acceptance of your order will take place when we dispatch your order. We will notify you of our acceptance by email and we will confirm this on the order page in your account, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this via email, which will also be confirmed on the order page in your account and we will not charge you for the products. This might be because a product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of a product or because we are unable to meet a delivery deadline you have specified.

3.3 Your order number. We will assign an order number to your order when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 We only deliver to England, Scotland and Wales. Our website and our app are solely for the promotion of our products in England, Scotland and Wales. Unfortunately, we do not deliver to addresses outside the UK or to Northern Ireland currently.

4. Our right to make substitutions. When a product you have ordered is unavailable we will attempt to deliver a suitable substitute, unless you have asked us not to. We will let you know by email about any proposed substitutions, which you will have the opportunity to decline before a specified cut-off time.
                                                                    1. 5. Providing the products

5.1 Delivery costs. The costs of delivery will be as displayed to you on our website or our app.

5.2 When we will provide the products. During the order process we will let you know when we will provide the products to you.

5.3 We are not responsible for delays outside our control. If our supply of 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.

5.4 If you are not at home when we try to deliver. You will receive an email on the day before and on the day we deliver, outlining the delivery window. You can nominate an alternative delivery drop-off location if you are not going to be in. If you are not at home or the delivery to the nominated drop-off location fails when we try to deliver, we will try twice more before the products will be sent back to the depot. Once the products have gone back to the depot they will be inspected and go back into stock and your order will be cancelled and refunded. We may, at our discretion deduct any delivery and order fulfilment charges from the refund. If no one is available at your address or alternative delivery drop-off location to take delivery, we will send you a 'sorry we missed you' email.

                                                                                          1. 6. Your rights to end the contract

6.1 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 (a) to (c) 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:

  • 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;
  • there is a risk that supply of the products may be significantly delayed because of events outside our control;
  • you have a legal right to end the contract because of something we have done wrong.

6.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). 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.

6.3 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:

    • products which deteriorate quickly;

    • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and

    • any products which become mixed inseparably with other items after their delivery.

6.4 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods.

7. How to end the contract with us (including if you have changed your mind)

7.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

  • Email. Email customer services on hello@webother.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • On-site chat. Use our on-site chat function to speak to a member of our team. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • Facebook Messenger. Contact us via Facebook Messenger to speak to a member of our team. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • Online. Complete the form (see bottom of this document) on our website or our app.

7.2 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, please contact us using one of the above methods and we will confirm next steps.

7.3 When we will pay the costs of return. If you are required to return products, we will pay the costs of return:

  • if the products are faulty or misdescribed; or
  • if you are ending the contract because we have told you of an upcoming change to the products 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.
  • In all other circumstances where you are required to return the products (including where you are exercising your right to change your mind) you must pay the costs of return.

7.4 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.

7.5 How we will refund you. 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 refund, to reflect any reduction in the value of the products. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

7.6 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

  • if we require the products to be returned 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 7.2.
  • in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
                                                  1. 8. Our rights to end the contract

8.1 We may end the contract if you break it. We may end the contract for products at any time by writing to you if:

  • your payment does not go through at the point we try to charge you;
  • you do not, within a reasonable time, allow us to deliver the products to you;
  • or where you have committed, or we reasonably suspect that you have committed, fraud or any other criminal offence in relation to your purchase of our products.

8.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 8.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

                                                                  1. 9. If there is a problem with a product

9.1 How to tell us about problems. If you have any questions or complaints about a product, please contact us using one of the above contact methods

  • 9.2 Summary of your legal rights. 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.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.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: [See also Clause 6.2.] Up to 30 days: if your goods are faulty, then you can get an immediate 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. 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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9.3 Returning rejected products. If you wish to exercise your legal rights to reject products you must contact us using the above contact methods and we will let you know what to do next.

                                                                                  1. 10. Price and payment

10.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see Clause 10.3 for what happens if we discover an error in the price of the product you order.

10.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

10.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting and dispatching your order so that, where the product's correct price at the acceptance date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at the acceptance date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

10.4 When you must pay and how you must pay. We accept payment with ShopPay, Google Pay, PayPal, Apple Pay or all major credit or debit cards. You must provide your payment details for the products as part of the ordering process, and we will charge you for the products at the point that we accept and dispatch them.

                                                                                                              1. 11. Our responsibility for loss or damage suffered by you

11.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

11.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at Clause 9.2.

11.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

                                                                                                                                    1. 12. How we may use your personal information

                                                                                                                                    2. How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

13. Other important terms

13.1 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

13.2 Alternative dispute resolution. Alternative dispute resolution is a 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 are not happy with how we have handled any complaint, you may want to submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.


Terms of our price match promise

If you find a branded product available at a lower price at Sainsbury's, Waitrose or Ocado, then we'll match it for you. To make a price match request, email our Customer team on hello@webother.co.uk. Please note that the branded price match does not include offers or reward-based promotions.