Terms and Conditions

Overview

Welcome to Robin in the Room.

These Terms and Conditions explain the rules that apply when you visit our website, create an account or purchase from us.

Throughout these Terms, “we”, “us” and “our” refer to Robin in the Room. “You” and “your” refer to anyone visiting our website or purchasing our products.

Our online store is hosted by Shopify, which provides the ecommerce platform that allows us to offer our products and services to you.

By using our website or placing an order, you agree to these Terms and Conditions together with our:

• Privacy Policy

• Returns and Refunds Policy

• Shipping Policy

Please read these documents carefully before placing an order. Nothing in these Terms affects your statutory rights as a consumer.

1. About Us

Robin in the Room is a UK-based home-fragrance business.

Our contact details are:

Trading name: Robin in the Room
Email: steph@robinintheroom.co.uk
Business address: 59 Cemlyn Avenue, Blurton, Stoke-On-Trent, Staffordshire, ST3 2BL
Business owner or legal entity: Daniel Atkins

2. Using Our Website

You may use our website only for lawful purposes.

You must not:

• Use the website fraudulently or unlawfully

• Attempt to gain unauthorised access to the website, another customer’s account or any connected system

• Introduce viruses, malicious code or other harmful technology

• Scrape, copy or extract substantial parts of the website without our permission

• Use the website in a way that could damage, overload or disrupt it

• Impersonate another person or provide false or misleading information

• Infringe our intellectual property rights or the rights of another person

• Use our content or products for unauthorised commercial resale

We may restrict or suspend access where we reasonably believe these Terms have been breached or the website is being misused.

3. Accounts and Customer Information

You do not need to create an account to browse our website, although certain features may require one.

When placing an order or creating an account, you must provide information that is accurate, current and complete.

You are responsible for keeping your account login details secure. Please contact us promptly if you believe that someone has accessed your account without permission.

You must not sell, transfer or allow another person to use your account in a misleading or unauthorised way.

4. Our Products

We take care to describe and photograph our products as accurately as possible.

However, colours and appearance may vary slightly depending on your screen settings, lighting and the device you are using.

Many Robin in the Room products are handmade or hand-finished. Small variations in colour, finish, surface texture, decoration, fragrance appearance or positioning may therefore occur. These natural variations are not normally considered faults.

Wax products can also respond naturally to temperature changes. Minor frosting, sweating, surface texture or colour variation may occur without affecting how the product performs.

Product photographs are for illustration and styling purposes. Any props, accessories or decorative items shown are not included unless the product description clearly says otherwise.

We may update product descriptions, packaging, availability or pricing from time to time. Any changes will not affect an order we have already accepted unless we contact you and you agree to the change.

5. Product Safety

Our home-fragrance products must be used in accordance with the instructions and safety information supplied with them.

You are responsible for:

• Reading the product label and safety instructions before use

• Keeping products away from children and pets

• Using candles, wax melts, diffusers and sprays only for their intended purpose

• Never leaving a burning candle or wax burner unattended

• Keeping naked flames away from flammable materials

• Following any allergy, hazard or precautionary information shown on the product or packaging

Fragrance preferences are subjective. A product not smelling exactly as you expected does not necessarily mean that it is faulty.

Nothing in this section limits your rights where a product is defective, unsafe or not as described.

6. Placing an Order

When you submit an order, you are offering to purchase the products in your basket.

After placing your order, you should receive an acknowledgement email. This confirms that we have received your order, but it does not necessarily mean that we have accepted it.

A contract is formed when we confirm that your order has been accepted or when we dispatch it, whichever happens first.

Please check your order details carefully before completing payment, including:

• The products and fragrances selected

• Personalisation details

• Quantities

• Your email address

• Your delivery address

Please contact us as quickly as possible if you notice an error. We will try to help, but we cannot guarantee that an order can be changed or cancelled once preparation has begun.

7. Personalised and Made-to-Order Products

You are responsible for ensuring that any names, wording, dates, spellings or other personalisation details you provide are correct.

We may reproduce personalisation exactly as entered, including capitalisation and punctuation.

Made-to-order and personalised products may require additional preparation time. Any expected delay will be stated on the product page or communicated to you.

Your legal right to cancel an online order may not apply to products made specifically to your instructions or clearly personalised.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not made according to the details you provided.

8. Order Acceptance and Cancellation

We may decline or cancel an order where there is a reasonable reason to do so, including where:

• A product is unavailable

• Payment cannot be authorised

• There is an obvious pricing or description error

• We cannot deliver to the address provided

• We reasonably suspect fraud, misuse or unauthorised resale

• The order breaches an advertised quantity restriction

• We are unable to produce a personalised item as requested

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled product or order.

We will contact you using the details supplied at checkout where possible.

Your rights to cancel and return an eligible online purchase are explained in our Returns and Refunds Policy.

9. Prices and Payment

Prices are shown in pounds sterling.

Unless clearly stated otherwise, the prices displayed include any UK VAT that applies.

Delivery charges are shown separately at checkout before you place your order. Information about our delivery charges can also be found in our Shipping Policy.

We may change our prices, promotions and discount offers at any time. Changes will not affect an order we have already accepted.

Promotional offers may be subject to separate conditions, including:

• Start and end dates

• Minimum order values

• Product exclusions

• Quantity limits

• Restrictions on combining discounts

You must use a payment method that you are authorised to use.

Payment processing may be provided by Shopify Payments or another payment provider. We do not normally receive or store your complete payment-card details.

10. Pricing and Website Errors

We try to ensure that product information, prices, delivery charges and availability are accurate.

Occasionally, an obvious error may appear. Where this happens, we may correct the error and contact you before accepting or fulfilling the affected order.

If we have already accepted an order containing an obvious and genuine pricing error, we may cancel the affected item and issue a refund. We will not rely on this right simply because we later decide that a valid advertised price was less profitable than intended.

11. Promotions, Bundles and Discount Codes

Promotional offers and discount codes are subject to availability and any conditions shown alongside the offer.

Unless stated otherwise:

• Only one discount code may be used per order

• Discounts cannot be applied retrospectively

• Free-delivery thresholds are calculated after discounts have been applied

• Bundle discounts apply only when the required number and type of eligible products are added

• Free or promotional products have no separate cash value

• Promotions may be withdrawn or amended before an order is placed

Where products are returned from a discounted bundle, any refund may be recalculated to reflect the products kept and the promotion’s original conditions.

This does not affect your statutory rights.

12. Shipping and Delivery

We currently deliver within the United Kingdom only.

We aim to dispatch standard orders within two working days. Made-to-order and personalised products may take longer.

Orders are normally sent using Royal Mail Tracked 48. Delivery dates and times are estimates unless we expressly agree to a guaranteed date.

We remain responsible for your order until it has been delivered to:

• You

• A person identified by you to receive it

• A safe place or neighbour specifically authorised by you, where applicable

We are not responsible for delays caused by events genuinely outside our reasonable control, but we will still comply with our legal obligations and help investigate delayed or missing orders.

Full delivery information is available in our Shipping Policy.

13. Delivery Information Supplied by You

You are responsible for providing a complete and accurate delivery address.

Please contact us promptly if you notice an error. We will try to correct it before dispatch, but this may not be possible once the order has entered preparation or has left us.

Where a parcel is returned because the customer supplied an incorrect or incomplete address, we may ask the customer to pay the reasonable cost of sending it again.

This does not apply where the delivery problem was caused by us or our delivery provider.

14. Returns, Refunds and Faulty Products

Our Returns and Refunds Policy explains:

• Our voluntary 30-day returns period

• Your statutory right to cancel eligible online purchases

• How to report damaged, faulty or incorrect products

• Products that may be excluded from change-of-mind returns

• How and when refunds are issued

Nothing in these Terms or our policies limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

Products must be:

• As described

• Of satisfactory quality

• Fit for their usual purpose and any particular purpose agreed with us

Please email steph@robinintheroom.co.uk if you believe a product does not meet these requirements.

15. Gift Cards

Gift cards may be used only through the sales channel for which they were issued, unless we state otherwise.

Gift cards:

• Cannot normally be exchanged for cash

• Must not be resold without our permission

• May be subject to an expiry date where clearly disclosed before purchase

• Cannot be replaced if lost, stolen or used without permission unless required by law

Your statutory rights are unaffected.

16. Reviews, Photographs and Other Content

You may be able to submit reviews, photographs, comments or other content to our website or social-media pages.

By submitting content, you confirm that:

• It is your own content or you have permission to share it

• It is accurate and based on your genuine experience

• It does not infringe anyone else’s rights

• It is not unlawful, threatening, abusive, discriminatory, obscene or misleading

• It does not contain malicious software, spam or undisclosed advertising

You give us a non-exclusive, worldwide and royalty-free permission to display, reproduce and share that content for purposes connected with operating and promoting Robin in the Room.

This permission does not transfer ownership of your content to us.

We may moderate or remove content where we reasonably believe it breaches these Terms, the law or the rights of another person.

Where you have received a free product, payment, discount or another incentive in connection with a review, you must disclose this clearly.

17. Intellectual Property

Unless otherwise stated, the content on our website belongs to Robin in the Room or is used with permission.

This includes our:

• Brand name and logo

• Product names and collections

• Written copy

• Product photography

• Graphics and illustrations

• Website design elements

• Videos and other original content

You may view and use the website for your own personal, non-commercial purposes.

You must not copy, reproduce, distribute, modify, republish, sell or commercially exploit our content without our written permission.

Nothing in these Terms transfers ownership of our intellectual property to you.

Shopify and other third-party names, logos and trademarks belong to their respective owners.

18. Third-Party Services and Links

Our website may contain links to other websites or use services supplied by third parties, such as:

• Shopify

• Payment providers

• Delivery providers

• Review platforms

• Quiz, bundle or product-option applications

• Social-media platforms

We do not control every third-party website or service.

Please review the third party’s own terms and privacy information before using its services or making a purchase directly from it.

We are not responsible for the independent content or practices of third-party websites. However, this does not exclude responsibility for services that we remain legally responsible for providing as part of your order.

19. Our Relationship with Shopify

Robin in the Room is powered by Shopify, which enables us to provide our online store and related services.

However, any sale or purchase made through our store is made directly between you and Robin in the Room.

Shopify is not the seller of our products and is not responsible for fulfilling your order, handling product enquiries or resolving issues relating to products purchased from us.

Nothing in this section affects any rights you may have directly against Shopify in relation to services Shopify itself provides to you.

20. Privacy and Cookies

We process personal information in accordance with our Privacy Policy.

Because our store is hosted by Shopify, Shopify also processes certain information to provide and operate the ecommerce platform.

Our Privacy Policy explains:

• What information we collect

• Why we use it

• The lawful bases we rely upon

• Who we share it with

• How long we retain it

• International data transfers

• Your data-protection rights

• How to contact us or make a complaint

Our use of cookies and similar technologies is explained through our cookie notice or consent tool.

21. Website Availability

We aim to keep our website accurate, secure and available, but we cannot promise that it will always operate without interruption or error.

We may occasionally need to:

• Perform maintenance

• Correct faults

• Update features

• Suspend parts of the website

• Remove or discontinue products or services

We are not responsible for losses caused solely by temporary website unavailability where we have taken reasonable care and the event was outside our reasonable control.

Nothing in this section limits liability that cannot legally be limited.

22. Our Responsibility to You

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We supply products for private and domestic use. Unless we expressly agree otherwise in writing, we are not responsible for business losses such as:

• Loss of profit

• Loss of revenue

• Loss of business

• Loss of anticipated savings

• Business interruption

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence

• Fraud or fraudulent misrepresentation

• Defective products where liability cannot legally be excluded

• Breach of your statutory consumer rights

• Anything else that cannot lawfully be excluded or limited

23. Your Responsibility

You are responsible for losses we reasonably suffer because you:

• Use our website unlawfully

• Misuse our intellectual property

• Introduce malicious software

• Commit fraud

• Submit content that infringes another person’s legal rights

You will not be responsible for losses caused by our own actions, negligence or breach of contract.

24. Events Outside Our Control

We will not be responsible for a delay or failure caused by an event genuinely outside our reasonable control.

This may include severe weather, fire, flood, significant postal disruption, widespread transport disruption, power failure or failure of essential communications networks.

Where such an event affects your order, we will contact you where reasonably possible and take reasonable steps to reduce the effect of the delay.

Your statutory rights, including any right to cancel where performance is excessively delayed, remain unaffected.

25. Ending or Suspending Website Access

You may stop using our website at any time.

We may suspend or terminate an account or access to our website where we reasonably believe that:

• These Terms have been seriously or repeatedly breached

• Fraudulent or unlawful activity has occurred

• Our website, staff or customers are at risk

• Suspension is required by law

Ending access to the website does not affect orders already accepted, outstanding payments or rights and responsibilities that arose before termination.

26. Changes to These Terms

We may update these Terms to reflect changes to:

• Our business or products

• The way our website operates

• Relevant laws or regulations

• Shopify or other service providers

The latest version will be published on this page.

Changes will not normally apply retrospectively to orders we have already accepted.

Where a change materially affects registered customers or an ongoing service, we will provide reasonable notice where required.

27. If Part of These Terms Is Unenforceable

Each section of these Terms operates separately.

If a court or relevant authority decides that part of these Terms is unlawful or unenforceable, the remaining sections will continue to apply.

28. No Waiver

If we do not immediately enforce a right under these Terms, that does not mean we have given up that right.

29. Transferring These Terms

We may transfer our rights or responsibilities under these Terms to another organisation, for example if ownership of the business changes.

We will ensure that any transfer does not reduce your rights under an existing order or contract.

You may transfer your rights under these Terms where the law allows or where we agree in writing.

30. Third-Party Rights

These Terms are between you and Robin in the Room.

Except where these Terms expressly say otherwise, no other person has the right to enforce them.

31. Governing Law and Courts

These Terms and any contract between you and Robin in the Room are governed by the laws of England and Wales.

If you live in England or Wales, legal proceedings may be brought in the courts of England and Wales.

If you live in Scotland, you may also bring proceedings in the Scottish courts.

If you live in Northern Ireland, you may also bring proceedings in the courts of Northern Ireland.

32. Contacting Us

Questions about these Terms or an order can be sent to:

Email: steph@robinintheroom.co.uk
Trading name: Robin in the Room
Business address: 59 Cemlyn Avenue, Blurton, Stoke-On-Trent, Staffordshire, ST3 2BL

We will do our best to respond as quickly as reasonably possible.