TERMS AND CONDITIONS FOR NUTRAQ UK Ltd
1.1 These terms and conditions apply to the purchase of goods (on a subscription basis) from NutraQ UK Ltd over the internet and enter into an agreement with us.
1.2 The terms and conditions were last updated on August 20, 2024, and apply to all existing and new agreements.
2.1 The seller is:
NutraQ UK Ltd
Address: c/o Qualitycall Centre Ltd
7a High Street, Gosport, Hampshire, PO12 1BX, United Kingdom
Company no: 15326477
Phone: +44 1908 348 810
Email: customerservice@osloskinlab.co.uk
and is referred to as “NutraQ”, "we," "us," or "seller" in the following text.
2.2 The buyer is the person listed as the buyer in the order, regardless of the purchase channel, and is referred to as "you," "yourself," or "the customer.
3.1 Our acceptance of your order will take place when we email you to accept it, at which point an agreement between you and us will come into existence (this is what we mean when we refer to “our agreement” in these terms).
3.2 Sometimes we reject orders, for example, if the product(s) are out of stock, because a credit reference we have obtained is unsatisfactory, because we have identified an error in the price or description of the product(s)or because we cannot verify your age. When this happens, we will let you know as soon as possible and refund any sums you have paid.
3.3 Changes to the subscription terms and the subscription
3.3.1 We can always make changes to these terms and your subscription without notifying you for the following reasons:
to reflect changes in relevant laws and regulatory requirements; and
to make minor technical adjustments and improvements. These are changes that do not affect your use of the goods.
Whenever we make such changes, we will make the updated terms available on our website.
3.3.2 Where we make changes that have a material impact on these terms or your subscription or where they affect your consumer rights, we will notify you, and if you do not agree with the changes, you may end your subscription by following the steps set out in section 13.2.
3.3.3 Failure to end the agreement for your subscription after changes to the terms or subscription will imply that you accept the changes to the terms or the subscription.
3.3.4 You can always find the current version of the subscription terms on the website. If you contact Customer Service (see section 17), we will gladly send you the current subscription terms by email.
3.4 The subscription
3.4.1 When you subscribe to goods, depending on the product, you can choose the frequency at which you want the good(s) to be delivered. The seller will then continuously send the goods to you at the chosen frequency until the subscription is canceled or modified.
3.4.2 Once you place your order you will be under an obligation to make ongoing payments to us (as explained to you during the order process).
3.4.3 We can process and finalise your order in English.
3.4.4 The seller will continuously send you information regarding your subscription, your shipments, and payment. It is your responsibility to keep us updated on your contact information and address by phone or email.
3.5 Changes to your information
3.5.1 If you have changes to your subscription, such as address changes, frequency changes, or similar, you can contact Customer Service (see section 17). It is your responsibility to inform us of address changes, as we are not automatically notified of this. Changes must be notified no later than 5 days before they take effect.
3.6 Subscription discount and prices
3.6.1 As a subscriber, depending on the product and current promotions, you may receive an introductory price and/or a discount on the price of the goods you choose to subscribe to (“Introductory Offer”). Introductory Offers cannot be exploited disloyally through frequent and repetitive subscription sign-ups/cancellations, as they are primarily intended for new customers. NutraQ reserves the right to decline subscription customers if the Introductory Offer is abused.
4.1 Subscription term
4.1.1 There is no minimum term. We will continue to supply the goods to you indefinitely until you cancel your subscription in accordance with your cancellation rights set out under these terms.
4.2 Automatic renewal
4.2.1 At the end of an Introductory Offer, your subscription will automatically renew and you will be responsible for the ongoing payments (at the price notified to you), unless you decide to cancel.
4.2.2 Your subscription will continue (and you will continue to be responsible for payments to us) until you decide to cancel your subscription in accordance with your cancellation rights set out under these terms.
4.3 Cancellation
4.3.1 You can contact us at any time to cancel the subscription or request a postponement or cessation of further shipments (see sections 11, 12, 13, and 14 for more information on your different rights regarding cancellation).
4.4 Reminder notices
4.4.1 We will send you a reminder notice before the end of the Introductory Offer setting out important information relating to the renewal of your subscription.
5.1 The price of the subscription (which includes value added tax) will be the price indicated to you during the order process.
5.2 Postal and handling fees are in addition to the subscription price displayed according to the applicable rates (unless otherwise agreed or stated in the offer).
6.1 Payment methods
6.1.1 We will notify you of the payment methods available during the order process.
6.2 When you must pay
6.2.1 All subscription plans will be charged in advance on a monthly basis until you cancel the subscription (in accordance with the cancellation rights set out in these terms).
6.3 Identification to complete purchases involving a delay of payment
6.3.1 It may be necessary to verify your identity through a third-party provider before completing your online purchase. This identification process may require the submission of personal information, as per the local regulatory requirements. We handle your personal information in accordance with our Privacy Policy, as outlined in section 16 of these terms.
6.3.2 If we are unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 3% a year above the 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.
6.3.3 If the rate of value added tax changes between your order date and the date we supply the goods as part of your subscription, we will adjust the rate of value added tax that you pay, unless you have already paid in full before the change in the rate of value added tax takes effect.
7.1 We will send your shipments at the agreed delivery frequency using the delivery methods specified to you during the order process. If the delivery time is not specified during the order process, we will deliver the item without undue delay and no later than 14 days from the date you placed your order.
7.2 The product is considered delivered once you or your representative have received it.
7.3 You own the goods at the time of delivery, provided you have paid all amounts owing in respect of your subscription. You are responsible for the goods on collection or delivery of the goods (whichever is applicable).
7.4 If the supply of the good(s) under the subscription is delayed by an event outside our control, we will 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 will not compensate you for the delay, but if the delay is likely to be substantial you may end your subscription by following the steps set out in section 13.2.1c).
8.1 You have a 14 day right to change your mind and cancel when you first purchase the subscription. This 14 day cooling off period begins on the day after you receive all of the goods due to be received for the first supply of goods under the subscription. For example, if you receive all of the goods on the 1st March, the cooling-off period will begin on the 2nd March and end on the 15th March.
8.2 Your subscription (including your rights to receive any goods) will end from the time you notify us of your wish to cancel (except where you choose not to cancel your subscription outside of the 14 day cooling off right, in which case section 11 will apply).
8.3 We will send a cancellation notice to you in writing, confirming that your subscription is cancelled (or in the case where you do not wish the subscription to automatically renew, confirming when your subscription will come to an end), and set out any refunds that are due to you (if relevant).
8.4 The amount of any refund due to you will depend on when you cancel your subscription and if you have received any goods before cancelling.
Upon cancellation we will review your account and, where you have:
8.4.1 cancelled but have not yet received any of the goods, we will refund the subscription fee paid by you;
8.4.2 cancelled and received goods as part of your subscription that you want to return, then:
you must return those goods to us within 14 days of you telling us that you are cancelling your subscription;
you must return the goods at your own cost in their original, unused condition (including in original packaging);
we will refund you the subscription fee by the original method of payment, within 14 days of receiving the goods back from you (or receiving evidence that you have sent them to us); and
if the goods have been opened, used or handled in a way which would not be acceptable in-store we may only offer a partial refund in order to compensate us for the reduced value of the goods. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed or the packaging is damaged. In some cases, because of the way you have treated the product, no refund may be due.
9.1 Cancellation at anytime
9.1.1 In addition to your 14 day legal right to cancel your subscription, we offer a more generous right and allow you to cancel your subscription for any reason at any time.
9.1.2 If you have an upcoming subscription delivery (within 5 days of cancelling) the order cannot be cancelled as the product is already on its way to you, and your cancellation will take effect after that.
9.2 Your rights to cancel your subscription when we are at fault
9.2.1 You may also cancel your subscription immediately if we:
breach our agreement with you in any material way;
materially change any of these terms or the goods provided under the subscription to your material disadvantage, as provided in section 3;
are affected by delays outside of our control.
9.3 You can cancel your subscription online on our web page or by contacting us using the contact details set out at section 1.
9.4 Where you are due a refund we will refund you the subscription fee by the original method of payment, within 14 days of receiving the goods back from you (or receiving evidence that you have sent them to us).
10.1 Unfortunately, we understand that on rare occasions, you may experience issues with the goods, supplied to you as part of your subscription. If you think there is something wrong with the goods, please contact our Customer Service team using the details set out at section 14.
10.2 We honour our legal duty to provide you with goods that are as described to you on our website and that are in conformity with the agreement. For detailed information about your rights please visit the Citizens Advice Site www.citizensadvice.org.uk. Nothing in these terms will affect your legal rights.
10.3 The Consumer Rights Act 2015 says goods must be as described, fit for the purpose notified to you and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
10.3.1 up to 30 days from the date the good is delivered to you: if the good is faulty, then you can get a refund;
10.3.2 up to six months from the date the good is delivered to you: if the good is faulty and can’t be repaired or replaced, then you’re entitled to a full refund, in most cases, but we may make a deduction to reflect your use of the good since you received it; and
10.3.3 up to six years from the date the good was delivered to you: if the good is defective you may be entitled to some money back.
10.4 If you wish to exercise your legal rights to reject goods you must post them back to us. We will pay the costs of postage. Any refund owed will be refunded by the original method of payment, within 14 days of receiving the goods back from you (or receiving evidence that you have sent them to us).
11.1 If you fail to make payment when due or materially break the terms of this agreement (and do not put things right within a reasonable time), and this is not due to fault of the seller, we may, limit, suspend or cancel the subscription.
11.2 If we end the agreement in the situations set out in this section, we will refund any money you have paid in advance for the subscription that we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of you breaking the contract.
12.1 Please see our Privacy Policy available on our website for information regarding our use and retention of your personal information and your data protection rights.
13.1 Our Customer Service has extensive experience with our goods and can easily answer your questions. You can reach customer service by phone at +44 1908348810 on weekdays from 07:30 to 15:30. You can also send an email to customerservice@osloskinlab.no. We strive to respond to inquiries about purchases and orders within 48 hours.
14.1 We are responsible for losses you suffer caused by us breaking our agreement unless the loss is:
14.1.1 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).
14.1.2 caused by a delay outside our control. We are not responsible for delays outside our control.
14.1.3 avoidable. Something you could have avoided by taking reasonable action.
14.1.4 a business loss. We are not liable for business loss. We only supply the goods provided under the subscription for domestic and private use. If you use the goods 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.
14.2 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:
14.2.1 death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
14.2.2 fraud or fraudulent misrepresentation;
14.2.3 breach of your legal rights in relation to the goods including the right to receive the goods which are:
as described and match information we provided to you and any sample or model seen or examined by you;
of satisfactory quality;
fit for any particular purpose made known to us;
supplied with reasonable skill and care and, where installed by us, correctly installed; and
for defective goods under the Consumer Protection Act 1987.
15.1 We may transfer our rights and obligations under our agreement to another organisation but this will not affect your rights or our obligations under the agreement.
15.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under our agreement to another person if we agree to this in writing.
15.3 Nobody else has any rights under our agreement. This agreement is between you and us. No other person shall have any rights to enforce any of its terms.
15.4 If a court invalidates some of this contract, the rest of it will still apply. Each of the paragraphs of these terms operate separately. If any part of the terms cannot be enforced, all other parts will still apply and will continue in force.
15.5 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 are not allowed to, but that does not mean we cannot do it later.
15.6 Any offers are valid while stocks last (as stated in connection with each campaign).
16.1 You have several options for resolving disputes with us:
16.1.1 Our complaints policy: If you wish to complain about the purchase, you can contact our Customer Service (see section 12.1). Our Customer Service team will do their best to resolve any problems you have.
16.1.2 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.
16.1.3 Local laws still apply: As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these terms, including this clause, affects your rights as a consumer to rely on such mandatory provisions of local law.