Terms of service

1. Scope

These Terms of Service apply to use of https://hesteran.shop and purchases through the website. In these terms, “we”, “us”, and “our” refer to the retailer trading through hesteran.shop. Our published contact email is info@hesteran.shop.

Please read these terms, the Return and Refund Policy, the Shipping and Delivery Policy, and the Privacy Policy before ordering. The privacy notice explains information handling; it does not turn acceptance of a purchase contract into consent for optional tracking or marketing.

Mandatory consumer rights prevail over conflicting wording. Nothing here removes protections under applicable UK consumer law, including rules concerning satisfactory goods, fair contract terms, cancellations, and remedies. These terms do not purport to provide a complete statement of every legal right.

2. Eligibility and Account Use

You must be able to enter into a legally binding purchase contract, or have appropriate authorisation and adult involvement where required. Use a payment method you are entitled to use and provide accurate information needed for the transaction.

Where an account function is available, keep login details confidential and notify us if you suspect unauthorised access. You are not automatically liable for every unauthorised action solely because it took place through an account; responsibility depends on the circumstances and applicable law.

We may take proportionate steps to protect accounts or investigate suspected fraud. We do not require you to waive legal rights as a condition of account access or customer assistance.

3. Product Descriptions and Availability

Product pages describe the goods and available options. Please check the selected variant, quantity, dimensions, materials, and relevant specifications before purchase. If a detail is essential to your decision and is unclear, contact info@hesteran.shop.

Images may vary in appearance because of screens or lighting, but goods must still conform to their description. General image disclaimers do not excuse supplying materially different goods.

Stock availability can change. If we cannot fulfil an item, we will contact you and explain the available choices. We will not substitute a materially different product or variant without your agreement. Payment taken for an item we cannot supply will be refunded without undue delay.

4. Prices, Taxes, and Promotions

The applicable selling price and total payable are displayed before you complete checkout. Prices include taxes where required for the applicable consumer sale. The actual currency must be checked at checkout; your bank may apply its own conversion or foreign-transaction charges if you choose to pay from an account in another currency.

All orders include free standard delivery, with no minimum purchase value. Any optional service or additional charge must be disclosed and expressly agreed before payment. We do not use pre-selected paid extras as a substitute for your agreement.

Promotion terms govern a particular offer where they are clearly disclosed and lawful. A comparison price should have a genuine and supportable basis. Discounts do not remove statutory cancellation or faulty-goods rights.

We may change prices for future purchases. Such changes do not retrospectively increase an accepted order's price. If a material pricing error affects an order, we will explain the issue and seek a lawful resolution rather than charging more without permission.

5. Ordering and Contract Formation

The website lets you review and correct order information before submitting a purchase. By submitting an order, you offer to buy the selected goods at the checkout terms. An automatic acknowledgement normally confirms receipt of the order rather than acceptance unless the communication expressly states otherwise.

We accept an order when we send an explicit acceptance or dispatch confirmation, whichever occurs first. If the actual checkout expressly provides an earlier acceptance point, that disclosed arrangement applies. We will supply the relevant contract and order information in a form you can retain.

A payment authorisation or capture does not by itself change the stated acceptance arrangement. If we cannot accept the order, we will release an authorisation or refund captured funds promptly. We will not retain payment indefinitely while leaving the order unresolved.

Where lawful and necessary, we may decline an order because of unavailability, delivery limitations disclosed before purchase, payment failure, or substantiated security concerns. If an accepted order cannot be fulfilled, your contractual and statutory remedies remain available.

6. Payment

Payment methods are the options actually displayed at checkout. A method mentioned by a third-party platform is not necessarily available on our store. The selected payment provider may have separate terms covering its service.

Use the secure payment interface. Do not email complete payment-card numbers, authentication codes, or passwords. Additional payment verification may be requested through an appropriate secure process where reasonably necessary.

We may use proportionate fraud-prevention measures. If a check prevents an order from proceeding, you can contact info@hesteran.shop to ask about the next steps. We do not require customers to accept unrelated marketing as a condition of completing payment.

7. Delivery Arrangements

All orders receive free standard delivery. Estimated total delivery is 15–20 calendar days from ordering, including the normal 1–2 working-day processing period. The full arrangements appear in our Shipping and Delivery Policy.

Delivery estimates may be affected by peak-season volumes, public holidays, severe weather, or carrier interruptions. We will address delays and provide the remedies required under the contract and applicable law. An estimated period does not permit unlimited delay.

Unless another delivery time is agreed, applicable UK rules generally require delivery without undue delay and within 30 days. Where goods are not delivered as agreed, you may have rights to set an appropriate further period and then cancel, or cancel immediately in circumstances recognised by law, including an essential delivery deadline communicated before contracting.

8. Addresses and Delivery Risk

Check that your delivery address is complete and accurate. Contact us promptly if it needs correction. We will try to update it before dispatch; changes may not be possible once the parcel is with the carrier.

If an avoidable failed delivery results from an incorrect address supplied by you, we may ask you to agree reasonable, documented additional redelivery costs. This does not justify arbitrary fees or remove cancellation rights. Merchant-caused address errors remain our responsibility.

Goods ordinarily remain at our risk until they come into the physical possession of you or a person you identify to receive them, other than the carrier. A legal exception can apply if you independently appoint a carrier not offered by us. A carrier scan alone does not resolve every dispute about whether delivery occurred.

9. Cancellation, Returns, and Refunds

Eligible goods have a 30-day voluntary return period from delivery. For most online goods purchases, UK consumers separately have a 14-day statutory cancellation period after receipt, followed by 14 days to return the goods after notification. Product-specific statutory exceptions apply only where their conditions are met.

Notify info@hesteran.shop of a cancellation or return. A clear statutory cancellation statement does not require approval to be effective. Our Return and Refund Policy explains return instructions, shipping responsibility, lawful deductions, exceptions, and refund timing.

We do not charge a restocking fee. Our target is to initiate eligible refunds within 7 calendar days after the relevant refund conditions are met, without extending any statutory deadline. Payment-provider posting may take additional time.

Separate remedies apply to faulty, damaged, incorrect, or misdescribed goods. Voluntary-return conditions such as unused goods do not eliminate those remedies.

10. Appropriate Website Use

Do not use the website for fraud, unlawful transactions, malicious code, attempts to access another person's account, or activity that materially disrupts the service. Do not impersonate another individual or supply false information to obtain goods or refunds.

Ordinary comparison shopping, good-faith complaints, honest reviews, and the exercise of legal rights are not misuse. We may restrict access where reasonably necessary to address harmful conduct, while preserving rights associated with an existing lawful purchase.

Any automated access must respect applicable law and avoid interference with the website or unauthorised collection of personal information. These terms do not prohibit actions that law expressly permits notwithstanding a contractual restriction.

11. Intellectual Property and Third-Party Brands

Website content may be protected by copyright, trade marks, design rights, or other intellectual-property rights belonging to us or relevant third parties. You may use the website for normal browsing, shopping, and keeping personal records of your transaction.

Commercial copying, misleading reuse, or unauthorised reproduction may require the rights holder's permission. A product listing does not grant rights to use a third-party brand or claim affiliation with it.

If you believe content infringes your rights, email info@hesteran.shop with the relevant page, identification of the protected material, and information supporting your claim. We will assess sufficiently detailed notices and take appropriate action.

12. Reviews and Submitted Content

Where a review or feedback feature is available, submit content that reflects your genuine experience and that you have the right to provide. Avoid confidential details, another person's personal information, unlawful threats, or deceptive claims.

You retain rights in your own original content. By submitting content for publication, you give us a non-exclusive permission to display and technically format it for the purpose of that feature, subject to the disclosure accompanying submission. Private support correspondence is not automatically licensed for public advertising.

We may moderate unlawful, abusive, irrelevant, or demonstrably deceptive content using fair criteria. We do not present fabricated reviews as genuine customer experiences or remove legitimate negative feedback merely because it is critical.

13. Third-Party Services and Links

Our store uses Shopify for ecommerce services and may use other providers for payments, delivery, or technical functions. A provider may have separate terms for a service you choose to use. Our obligations as retailer remain in place despite using service providers.

External links are provided for the purpose indicated. We do not control every external page, and its own terms may apply. A link is not an assurance that all statements on the external website are accurate or an endorsement of an undisclosed commercial relationship.

14. Website Availability and Information Errors

We aim to keep the website usable and information accurate, but maintenance or technical problems may temporarily interrupt access. If a website issue affects an order, contact us so that we can identify the problem and explain the next steps.

We may correct errors and update future content. We will not use a correction to rewrite an accepted contract unilaterally or avoid responsibility for a description on which a customer reasonably relied.

If a checkout or payment error occurs, check the confirmation before repeating payment. Contact us if you are unsure whether an order was placed or if a duplicate charge appears.

15. Liability and Events Beyond Our Control

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use the legally required care and skill. For consumer purchases, these terms do not exclude liability that the law does not allow us to exclude.

Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or other non-excludable liability. Nor do these terms remove statutory rights concerning the goods.

We are not responsible for losses that were not reasonably foreseeable when the contract was made, subject to applicable law. Consumer purchases are intended for personal use; any claim concerning business losses remains subject to the actual circumstances and applicable legal rules rather than an automatic disclaimer.

An event beyond our reasonable control may affect timing, but does not remove rights to cancellation or reimbursement where the law provides them. We will take reasonable steps to reduce disruption and communicate material effects on an order.

16. Governing Law and Disputes

These terms are governed by the law of England and Wales, subject to mandatory protections applicable where you habitually reside. UK consumers may bring proceedings in the courts available to them under applicable jurisdiction rules, including their home jurisdiction where permitted. This clause does not force consumers in Scotland or Northern Ireland to abandon mandatory local protections.

Please email info@hesteran.shop if you have a complaint. We will consider the issue and the resolution requested. Informal complaint handling does not prevent you from seeking consumer advice, using a legitimate payment dispute process, or bringing a legal claim.

We do not claim membership of an alternative dispute-resolution scheme unless that membership is actually disclosed. Where an applicable rule requires information about an appropriate scheme following an unresolved complaint, we will provide it.

17. Changes and General Provisions

Updated terms apply to future transactions unless a lawful and expressly agreed change applies otherwise. The terms accepted for a purchase continue to govern that purchase. We will not retrospectively reduce an agreed consumer benefit by changing a website page.

If a provision is unenforceable, the remaining provisions continue only to the extent consistent with law and the fairness of the contract. A failure to enforce a term immediately does not automatically waive a right. We may not transfer obligations in a way that materially reduces your protections without the agreement required by law.