Welcome to our website. These terms and conditions set out the basis upon which you can visit our website and regulate how you can order and buy goods from our company online.
By using our website, and when you purchase a product from us, you accept that you have read and understood and agree to comply with these terms and conditions, which include our privacy notice.
If you disagree with any part of these terms and conditions, please do not use our website or place any order with us.
Please note that our website is intended only for consumers. If you wish to purchase any of our products as a trade customer, please contact us before you order.
This website is owned and operated by Lena Maye Limited, company number 10249383 and whose registered address is Kemp House, 160 City Road, London, EC1V 2NX
Our contact details are as follows:
By Post: Lena Maye Ltd, PO Box 73378, London W3 3GE
By email: email@example.com
We ask that you do not return any orders without reading our cancellation and returns policy and also without contacting us by registering your return via our cancellation and returns form or emailing us at firstname.lastname@example.org
The right to return any of our products and the right to cancel orders applies only to consumers and not to trade customers.
– when you visit the Site or when you order from us, these Terms apply.
They have 4 parts:
o General Terms
o Buying Terms
o Privacy Notice
The following words have the following meanings:
Lena Maye, Lena Maye Limited, We, Us, Our
means Lena Maye Limited, company number 10249383 and whose registered address is Kemp House, 160 City Road, London, EC1V 2NX
means a visitor to the Site.
means the Account you create with us when you register with the Site.
means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of the Site.
means Intellectual Property and all rights associated with the use of that Intellectual Property.
means any product/s you order from us.
means the terms and conditions contained herein.
means any person, firm or company using the Site for any purpose.
These Terms apply to anyone visiting the Site, whether you order from us or not.
• YOU PROMISE US
You agree that:
You are over the age of 18 years.
You will have only one Account with us.
You will not pretend to be someone else when you use the Site.
If you link to another site through us, you will read their terms and conditions.
You will not use robots, spiders, scrapers or similar things on the Site.
You will not try to get around any things we put on the Site to stop or limit access to parts of it.
You will not do anything that might cause our systems to crash.
You will not steal the Site or any part of it for use in any other site or application.
You will not try to modify, translate, adapt, edit, decompile, disassemble or reverse engineer any of the systems we use.
You will not use our trademarks and/or designs and/or layout before asking us.
• INTELLECTUAL PROPERTY
We and our business partners own all of the IP on the Site. Neither the Site nor the Content may be copied, duplicated, reproduced, modified, sold or used, in any way, for any purpose without the written consent of Lena Maye Limited.
All trademarks and logos on the Site are the property of Lena Maye Limited and are protected, where we feel it necessary, by trademark, copyright and such other protection that we feel appropriate.
The Products we supply have been formulated by a qualified, expert chemist and have passed the relevant safety assessments and microbiology tests. We are unable to warrant that they will work with all skin types, nor that they will not cause you an adverse reaction.
We are not able to promise that the Site will work how you expect it to work. We have tried to make it function in a manner which we think will match your expectation but we are unable to guarantee that it will.
We are not able to guarantee that the Site will work with your device or will be secure.
Whilst we take reasonable precautions to ensure the accuracy of information we publish on the Site, we cannot guarantee its accuracy and suggest that, if any information is important to you, you verify it independently.
Any advice we offer on the Site is only general in nature and may not apply to you. You must not rely on that advice when you make any decisions.
If using the Site causes problems on your device, unless we have caused them deliberately or recklessly, we have no responsibility to put them right.
If you link to another site through the Site, you undertake to make sure that the other site is safe to visit. We have no control over the sites we link to.
When using any forums we may put up on the Site you agree to abide by the following rules:
You must not use obscene or vulgar language.
Nothing you submit can be unlawful or otherwise objectionable.
You must not publish material which may be abusive, threatening, harassing, defamatory, racist, ageist or sexist.
Nothing you submit may be designed to promote violence.
All of your posts must be in English.
You must not post links to other sites which may break these rules.
You cannot use any forum to advertise.
You must not impersonate anyone else.
You may not post anything which contains any viruses, trojans, crawlers or anything else which might damage, interrogate or otherwise access our software, hardware or communications networks.
We have the absolute right to moderate all posts on the Site and to remove any post which we do not want.
When you submit a post you are warranting that you are the author of that post and that you own all rights associated with it and that we can repost it without paying or getting permission from anyone.
When viewing posts you accept that we are not the author and that any views expressed may not be our views.
If you see a post which you find objectionable, tell us as soon as you can and we will consider whether or not it should be removed.
• AVAILABILITY OF THE SITE
We never guarantee that the Site will be available all the time and if it is not available for any reason you cannot hold us responsible for anything you lose as a result.
We have the right to change the Site and the services it offers, suspend it or stop it at any time, without compensating you.
• LIMITATION OF LIABILITY
As far as we are allowed by law we deny liability for any loss of all kinds which you incur from visiting the Site. You use the Site at your own risk.
Nothing in these Terms excludes or restricts our liability for death or personal injury, resulting from any negligence or fraud on our part.
• LINKS TO OTHER WEBSITES
We do not control any of the websites we link to and are not responsible for their content. We have no liability if you lose anything when using such a site.
We are not responsible for evaluating other sites which we may link to from the Site. We have no responsibility or liability for the actions, contents, products or services of other sites. You agree to read and review the terms and conditions and privacy policies of all sites we link to.
A link to another site does not mean that we endorse or recommend that site.
We can never guarantee that a link that we offer will work.
• MODIFICATIONS TO THESE TERMS AND CONDITIONS AND THE SITE
These Terms will change from time to time and we do not have the resources to let all our visitors know about the changes.
Each time you visit the Site, you agree to look at this page to see if we have changed any Terms.
We may change the Site as often as we choose and these Terms will still apply to any changes we make.
• ADDITIONAL TERMS
Operative Law – The agreement under which these Terms operate is made under the laws of England and Wales and that is the only jurisdiction which can govern it.Partnership/Joint Venture – We are not entering into a partnership or joint venture with you.
Effect of Agreement – These Terms supersede all previous terms and represent the entire understanding between you and us.
Time of the Essence – Time will not be of the essence in any part of these Terms.
Unenforceability – If a Court or other body says that any part of these Terms is unenforceable, the rest of them will stand.
Notices – If either you or we need to give formal notice to the other it must be done by email to the address each of us gives to the other from time to time.
Entire Agreement – These Terms contain the entire understanding between us.
These Terms apply if you want to buy anything using the Site.
If you want to order anything from us, you must either create an Account or check out as a guest.
When you create an Account you promise that:
All information you give us is accurate and truthful.
You will keep this information accurate and up-to-date.
You will not share your Account with anyone else.
You will keep your Account details confidential.
You will not give your username or password to anyone else.
You must log off when you exit the Account.
You are a consumer and not a business.
We may close your Account if you break these Terms or if there has been no activity on the Account for 12 months and you do not reactivate the Account after we have requested that you do so. If we send a payment to your bank account and it is refused and you do not supply us with an alternative bank account within 28 days of us asking you, we may keep the monies in that account, to offset the expenses we have incurred, and you will be entitled to nothing.
If you do anything which we think might be fraud, we have the right to report those actions to the Police and the money standing to the credit of your Account may be kept by us to cover the costs we are put to in dealing with your fraud.
You may only have one Account with us.
To receive cashbacks and other money back offers and to be part of our referral programme you must be a UK resident with a UK bank account.
You must validate your email address with us and if you change your address at any other time you must tell us.
If you have not authenticated your current email address with us and/or if it cannot accept service emails from us and/or you mark our emails as spam, abusive or junk then, and in any such event, we can close your Account without refunding any balance due to you.
If we earn any commission on any transaction in which we are involved or any interest on the money deposited in your Account we may keep that commission and/or interest.
You can cancel your Account with us at any time; all you need to do is email us at email@example.com
Payment for any Product may be made using the methods specified in the payment section of the Site.
If you wish to order from us, you must hold a valid payment card or a valid account with PayPal. The payment card must be in your name and not in the name of a third party.
You accept that our payment gateways will perform validation and authorisation checks before payment is authorised.
If payment has failed, we will advise you and attempt to arrange for payment to be made by another method. We are not liable for any delay or non-delivery of any Product in these circumstances.
We have the right to refuse any order, at any time and for any reason – including but not limited to situations where we suspect that you may be committing a criminal offence and/or where we have reason to believe that you have broken these Terms.
• BANK CARD NUMBERS
We will not retain any information relating to your bank or credit cards except the information that you give to us so that we can credit your bank account.
Our payment gateways may retain information relating to your bank and credit cards, so that they can provide the payment service we and you benefit from.
• VOUCHER CODES/DISCOUNT CODES/COUPON CODES
We may offer voucher, discount and coupon codes from time to time; they will be effective only on the terms on which they are offered.
• PRODUCT SUITABILITY
Our Products have been thoroughly tested and we are happy that they are safe to use on most skin types but we can never be sure that their use will not cause a reaction.
You warrant that, before use, you will:
follow the instructions which accompany the Product, completely;
read the list of ingredients on the packaging of the Product;
if you suffer from any allergy to the stated ingredients of that Product, obtain full medical advice before using it; test our Product on a small area of your skin to ensure that you do not have an uncontrolled adverse reaction to it; cease using a Product if you develop any adverse reaction to it.
Our Products are not suitable for children under the age of 36 months.
None of our Products may be ingested.
• THE CONTRACT BETWEEN YOU AND US
A binding contract, on these Terms, will come into existence when we accept an order from you.
You will have the opportunity to review and amend that order before you finally confirm it.
When you make an order with us, we will send you an email acknowledging that order and its value. The acknowledgement is not an acceptance of your order and we have the right to decline any order for any reason before we accept it.
We will tell you, by email, when we have despatched your order (or any part of it), and that email will count as our acceptance of that order.
We may (for stock availability reasons) despatch any order in one or more batches but we will tell you, when we accept the order, if we propose to do that.
If, for any reason, we cannot supply the Product you have ordered, even after we have accepted your order, as long as we refund all money you have paid us, we will have no further liability to you.
You warrant that you are buying the Product for your personal use and not as part of a business and that you will not sell or resell any Product we supply to you, unless you are an authorised Lena Maye stockist or have our written consent.
You will own the Product as soon as we have passed it to our carrier and, unless we have agreed to insure it in transit, it will be sent at your risk.
Lena Maye Limited is a British company and all prices shown on the Site are in British Pounds Sterling (GBP). Those prices do not include delivery charges, unless we specifically state that delivery is free.
We will display the total price of your order, including all delivery charges, at the checkout.
We always try to describe all of our Products accurately but we can never guarantee that small changes will not occur in manufacture.
The colour and consistency of our Products may vary from time to time. This is usually due to the natural ingredients we use and should not alter the quality or performance of that Product.
The images we use may not look the same on our screens as on yours.
All measurements/sizes we publish are subject to minor variations in manufacture.
Any Product you buy from us will be despatched to you in the manner you have selected on the Site but, although we will do our best, we cannot guarantee that any delivery time quoted will be met and we will not be liable for any delay that may occur.
We can deliver only within the United Kingdom to the address, and in the manner, you have specified when ordering. Delivery, packaging and handling charges are added to orders once completed at the checkout page.
We cannot deliver to PO Boxes.
If we offer free delivery on any Product order, delivery will be by the method we choose.
We will do our best to comply with any delivery instructions you specify but cannot guarantee to do so and will have no liability if we do not comply with them. If you have any such instructions, they must be clearly displayed in your order.
Please ensure that you provide us with the correct delivery address as any mistakes cannot be rectified and/or compensated for once we have shipped your order.
If delivery of your order is not possible for any reason, which may include (but not by way of limitation) an incorrect address, or no one being available to sign for or collect the order, an additional charge will be made to cover the additional delivery and administration costs.
You must ensure that we can make the delivery; we have the right to charge additional delivery charges if a delivery is refused.
Delivery charges and information are shown in this link
• CANCELLATION AND RETURNS
If you are buying any Product from us as a consumer then the following provisions apply.
If you do not want the Product, our Cancellation and Returns Policy will apply and you must tell us within 14 days of receiving it and cancel this contract using our Cancellation and Returns Form or emailing us at firstname.lastname@example.org After that period has expired, you have no right to cancel.
At present we are not able to offer exchanges, however you can request a refund, which we will make through the payment method you used when buying the Product.
You may cancel your order before we despatch it and in that event, we will refund you the amount you have paid us through the payment method you used when buying the Product.
Refunds will be issued only upon our receipt of the returned Product in unused, original condition, in the original packaging and with all original labels and original tags attached and with any seals present unbroken and intact.
We do not offer a free returns service, so you will be responsible for the cost of returning a Product/Products to us.
IMPORTANT: Please use Royal Mail to return the Product/Products to us, as this is the only carrier our P.O Box address will accept.
You will need to ensure that the return is suitably packed to avoid damage and we recommend that you insure the Product to its full value whilst it is in transit to us. We suggest that you obtain a Certificate of Posting or other proof that you have sent the Product to us, as you may need this to claim on any insurance policy you take up.
We will only issue a refund when the Product has been returned to us and we will thoroughly inspect all returned Products before issuing any refund to ensure that they comply with these Terms. We will not reimburse your return costs.
We may reduce the amount we refund to you in the following circumstances:
o you have used and enjoyed the Product;
o you do not tell us in a timely manner;
o if the individual packaging has been opened;
o if we gave you a discount when you made your order because the Product was old (expiring) or damaged
o If you have used or damaged the Product, you may not be entitled to a refund.
If you receive a Product which:
o is of unsatisfactory quality; or is not fit for its purpose; or
o does not match the description of the Product that you ordered from us; or
o has faults when it is delivered to you; or
o has been damaged in transit,
you must tell us, by emailing us at email@example.com or by writing to us at Lena Maye Ltd, PO Box 73378, London W3 3GE as soon as possible and within 30 days of delivery to arrange for its return. If sending by post, get proof of posting free from the post office.
We may ask for photographic evidence of any issue, and the Product must not be returned until you have heard from us. We will pay the reasonable return shipment costs.
You agree that, for the purposes of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we may confirm the terms of the agreement between you and us and the Product we are selling by email.
Any failure to comply with these provisions may mean that your right to a refund is lost.
If you are not buying as a consumer we will not accept returns.
All returns should be sent to:
Lena Maye Ltd, PO Box 73378, London W3 3GE
You must include the date of your order; the order number; your name and address, and tell us what Product you are returning and why, using this form or by emailing firstname.lastname@example.org
In the unlikely event that you wish to make a complaint about any product or service we offer, please contact us at: email@example.com
• EVENTS OUTSIDE OF OUR CONTROL (FORCE MAJEURE)
We will not be liable for any failure or delay in performing our obligations under these Terms if that failure or delay arises because of any cause beyond our reasonable control.
Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond our reasonable control.
If this happens:
We will tell you as soon as we reasonably can;
We will do all that we, reasonably, can to minimise the delay;
If we cannot minimise the delay, we will cancel your order for the Product and refund you the money you have paid us, using the same method by which you paid us.
• TRANSFERRING RIGHTS AND OBLIGATIONS
We may transfer (assign) our rights and obligations under these Terms to a third party. This might happen if we sell our business. If that happens, we will tell you and your rights under these Terms will not be affected.
You may not transfer (assign) your rights and obligations under these Terms.
LENA MAYE LIMITED
Lena Maye and www.lenamaye.co.uk are the trading name and website owned and operated by Lena Maye Limited.
We understand how important your privacy is and we are committed to respecting it. This notice is designed to give you clear information about what Personal Data we collect and how we use it. This Privacy Notice applies to the use of Personal Data processed by us and covers the steps we take when you contact us using the Site or in any other way.
To help make this Privacy Notice a little easier to read, we have defined certain words and phrases.
Those definitions are as follows:
GDPR the General Data Protection Regulation EU 2016/679.
Personal Data the data/information we hold about any data subject – as defined further by GDPR.
Privacy Notice the provisions contained in this document.
Who we are
We are Lena Maye Limited, company number 10249383 and whose registered address is Kemp House, 160 City Road, London EC1V 2NX. We are registered with the Information Commissioner’s Office under registration number ZA511805
We are the Data Controller for Personal Data which we use to provide the services that we describe on the Site and for marketing purposes.
Our Data Protection Officer is Coretta Scott.
We can be contacted at firstname.lastname@example.org
How do we collect and use Personal Data and what types of Personal Data do we collect?
When you visit the Site, we store Personal Data about your visit using Cookies.
Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the Site and to compile statistical reports on website activity.
For further information about cookies visit: www.aboutcookies.org and / or www.allaboutcookies.org
You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of the Site features may not function as a result.
Completing a form via one of the Site pages or sending us information in any other way
If you complete an online form via one of the Site pages or send us information about yourself in any other way, we will process this data in order to deal with any order you may make from us.
The Personal Data we hold for you will be held for no longer than we need it. If we cannot help you, then we will remove your Personal Data as soon as we are able to but, in any event, within three months of our advising you that we cannot help.
If we can help, then we will retain data relating to your purchase as long as we need it to provide our services, which will usually be as long as your purchase takes to go through. We may retain some parts of your Personal Data in order to provide you information about the services and products we offer, promotions we are offering and any other information which we feel may be of use to you. In this case, we may keep your Personal Data for up to six years.
We will remove your Personal Data from our database within three months of the date when we no longer need it or if you ask us to remove it.
Using Personal Data
We will use your Personal Data to fulfil orders that you make with us and to give you information about the services and products we offer, from time to time. We also use certain third party service providers (such as Google Analytics) to help us review and improve the services we provide and how we provide them.
Sharing Personal Data
The Personal Data you submit to us may be passed to the third party service providers we use to help us to fulfil your order. This could be delivery services, payment gateways and other service providers.
We may transfer your Personal Data to data processors within and outside the European Economic Area. If we do so, we will apply appropriate measures and controls to protect your Personal Data in accordance with applicable data protection laws, regulations and regulatory guidance. In all instances, we will take into account the nature of the Personal Data we are transferring, and the level of protection provided by those processors.
Disclosure of Personal Data
We may disclose your Personal Data:
• to other companies within our group;
• if we sell our business;
• to agents and service providers;
• in cases where we are required by law to pass on information or if we believe action is necessary for fraud, cyber crime or to protect the website, rights or personal safety of person/s.
• to other companies within our group of companies
• if we wish to sell our business – to any buyer of the business
We may also disclose aggregate statistics about visitors to the Site (customers and sales) in order to describe our services to prospective partners (advertisers, sponsors) and other reputable third parties and for other lawful purposes, but these statistics will include no personally identifiable information.
Rights that you have
As your Personal Data is held by us you have rights under GDPR that we will always respect.
Your rights are:
• The right to request a copy of the Personal Data which we hold about you without charge;
• The right to request that we correct any incorrect or out of date Personal Data we hold;
• The right to ask us to erase Personal Data when it is no longer necessary for us to keep it;
• The right to withdraw any consent you have given to the processing of your data, at any time;
• The right to request that we provide you with details of the Personal Data we hold about you;
• The right to send your Personal Data directly to another data controller, so that they can perform a contract with you;
• The right, if you think the Personal Data we hold is wrong, to stop us processing that Personal Data until the issue is resolved;
• The right to object to the processing of Personal Data, including for marketing purposes;
• The right to lodge a complaint with the Information Commissioner’s Office (the ICO).
If we wish to use your Personal Data for a new purpose not covered by this Privacy Notice, then we will provide you with a new notice explaining what we are proposing. We will tell you what we propose and point out new uses or conditions that we wish to apply. We will not process any Personal Data without your consent.
The Site may contain links to other websites. This Privacy Notice only applies to the Site so, when you link to other websites, you should read and understand their privacy notice.
Contacting us and updating your Personal Data
If you wish to update, correct or change your Personal Data, how we use it or to make a complaint about what we are doing, you can do so by emailing us at email@example.com.
If you make a complaint about how we use your Personal Data and we do not resolve it your satisfaction, you can contact the Information Commissioner’s Office via their website (www.ico.org.uk).
We will occasionally update this Privacy Notice. We encourage you to review this Privacy Notice from time to time, so that you can see any changes and remind yourself as to how we use your Personal Data.
This Privacy Notice was last updated June 2018.
INFORMATION ABOUT THE EXERCISE OF THE RIGHT TO CANCEL THIS CONTRACT
RIGHT TO CANCEL
You may have the right to cancel this contract within 14 days without giving any reason.
The 14-day period will start:
If the item we are selling is a physical item – when you receive it.
If we are supplying multiple Products – then the day upon which you received the last item.
If this is a regular supply – when you receive the first consignment.
To exercise the right you must tell us by post or email and you should use the attached form – but this is not compulsory. The address you should use is:
Lena Maye Ltd, PO Box 73378, London W3 3GE
To meet the cancellation deadline you must send the form or tell us before the end of the 14-day period. You should keep a proof of posting if you send us a letter and proof of posting when sending a product back to us.
This form can be filled out on a desktop, please save then complete form. Alternatively, it can be printed and filled out by hand. Please complete all the section relevant to avoid delays with returns and place completed form with the order that is being returned.
EFFECT OF CANCELLATION
If you cancel this contract, we will repay you all payments you have made to us, including delivery costs.
We can deduct from the amount we send back to you any reduction in value of the Product which results from unnecessary handling by you.
We will repay you:
Within 14 days of receiving the Product back from you.
If we did not supply the Product, then within 14 days of your telling us that you want to cancel.
We will pay you back using the same method that you paid us.
If you have removed labels and tags from the Product, if you have damaged them or if you return them in an unsaleable condition, your right to cancel your purchase may be affected.