Terms of sale for consumers
These terms apply when you buy from Direct Comfort as a consumer — that is, for yourself or your household rather than for a business.
If you buy on a trade account, our trade terms apply instead. They are different, and they are not more favourable to you: some of the protections below exist only for consumers.
Please read these terms before you order. By placing an order you agree to them.
1. Who you are buying from
You are buying from Direct Comfort ([[TO CONFIRM: registered company legal name]], company number [[TO CONFIRM: to confirm]], registered office [[TO CONFIRM: registered address]]).
You can contact us:
- by email at [[TO CONFIRM: retail support email address]],
- by telephone on 07836 794666, or
- by post at [[TO CONFIRM: correspondence address]].
2. How the contract is made
2.1 Your order is an offer to buy from us. It is not accepted until we send you an email confirming that we have despatched the goods. At that point a contract comes into existence between you and us.
2.2 If we cannot accept your order we will tell you and will not charge you. This might be because an item is out of stock, because we have identified an error in the price or description, or because we are not able to supply the item to your address.
2.3 We will give your order a number and ask you to quote it when you contact us about it.
3. Prices
3.1 The price of an item is the price shown on its product page at the time you order, including any delivery charge shown separately at checkout.
3.2 Direct Comfort is not VAT registered. No VAT is added to your order, and your order confirmation is not a VAT invoice.
3.3 We take care to price our products correctly, but errors happen. If the price shown was obviously wrong and you could reasonably have recognised it as a mistake, we may end the contract, refund you in full and tell you why.
3.4 Prices can change, but a change never affects an order we have already accepted.
4. Delivery
4.1 Delivery charges and the carriage service we use are shown at checkout and on our delivery page.
4.2 We will deliver your order within 30 days of the day the contract is made, unless we agree a longer period with you.
4.3 If something outside our control delays delivery, we will contact you as soon as we can. Where the delay is significant you may end the contract and we will refund anything you have paid for goods not delivered.
4.4 If nobody is available at your address, the carrier will leave a note explaining how to arrange redelivery or collection.
4.5 The goods become your responsibility when you, or someone you have asked us to deliver to, takes physical possession of them. You own them once we have received payment in full.
5. Cancelling and returning
You have a legal right to change your mind within 14 days of receiving your order, and separate rights if something is wrong with the goods. Some sealed health and hygiene products are excluded from the change-of-mind right once opened.
Those rights, the exclusions and the process are set out in full on our returns and cancellations page, which forms part of these terms.
6. Your rights if there is a problem
6.1 We must supply goods that are of satisfactory quality, fit for purpose, as described and that match any sample or model you were shown. These are your rights under the Consumer Rights Act 2015 and nothing in these terms affects them.
6.2 In summary, if goods are faulty you may be entitled to a full refund within 30 days of receiving them, and to a repair, replacement or a refund after that. Our returns and cancellations page explains how to claim.
6.3 Nothing in these terms limits the remedies available to you under the Consumer Rights Act 2015 or any other consumer protection law.
7. Products, descriptions and advice
7.1 Product images, pack shots and descriptions are for guidance. Packaging and formulation are the manufacturer's and can change; the information supplied with the product is definitive.
7.2 Please read the label, leaflet and any warnings supplied with a product before using it, and keep them.
7.3 We do not give clinical or medical advice. Nothing on this website, and nothing said by our staff, is a diagnosis, a prescription or a recommendation for your circumstances. If you are unsure whether a product is right for you, if your symptoms persist or worsen, or if you are already using other medicines, speak to your pharmacist, optometrist or doctor.
7.4 Some of the products we sell are medicines or medical devices. Where a legal restriction applies to how much of an item may be supplied, or to who may buy it, we will apply that restriction and may reduce or decline your order. [[TO CONFIRM: confirm with solicitor and with the responsible pharmacist which lines this applies to, any quantity limits, and whether a minimum age applies to any product on the site.]]
7.5 We sell to consumers in the United Kingdom for personal use. Our consumer prices are not wholesale prices and the products are not supplied for resale.
8. Payment
8.1 You pay at the time you place your order, by the methods shown at checkout. We take payment when we accept your order; where your payment provider authorises the amount earlier, we take it on despatch.
8.2 We do not store your full card details. Payments are handled by our payment provider, [[TO CONFIRM: payment provider name]], and are subject to their security checks.
8.3 If a payment fails, we will contact you before cancelling the order.
9. If we need to end the contract
9.1 We may end the contract if you do not make a payment when due, or if you do not give us information we need to deliver your order after we have asked for it.
9.2 We may withdraw a product or stop supplying it. If we do this after you have ordered it, we will tell you and refund any amount you have paid for it.
10. Our responsibility for loss or damage
10.1 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 of our failing to use reasonable care and skill.
10.2 We are not responsible for loss or damage that was not foreseeable — that is, loss or damage that was neither obvious that it would happen nor something you told us might happen before we accepted your order.
10.3 We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or by the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods; and under Part I of the Consumer Protection Act 1987 for defective products.
10.4 We are not liable for business losses. We supply the products for domestic and private use. If you use them for any commercial or business purpose we will have no liability for loss of profit, loss of business, business interruption or loss of business opportunity.
11. Your personal information
We use your personal information as set out in our privacy notice. This includes using it to supply your order, to take payment and to contact you about it.
12. Complaints
12.1 If something has gone wrong, please contact us first at [[TO CONFIRM: retail support email address]]. We aim to acknowledge a complaint within [[TO CONFIRM: number]] working days and to resolve it within [[TO CONFIRM: number]] working days.
12.2 If we cannot resolve it between us, you may be able to refer the matter to an alternative dispute resolution provider. [[TO CONFIRM: confirm with solicitor whether Direct Comfort will join an ADR scheme and, if so, name it and link to it.]]
12.3 Referring a complaint to us or to an ADR provider does not affect your right to take legal action.
13. Other important terms
13.1 We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and will make sure the transfer does not affect your rights under the contract.
13.2 You may only transfer your rights or obligations under these terms to another person if we agree in writing.
13.3 This contract is between you and us. No other person has any right to enforce any of its terms.
13.4 Each paragraph of these terms operates separately. If a court decides that any of them is unlawful, the remaining paragraphs remain in force.
13.5 If we do not insist that you do something you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that does not mean that you do not have to do those things, and it does not prevent us taking steps against you later.
13.6 We may change these terms. The terms in force at the time you place an order are the terms that apply to that order, so a later change never applies retrospectively.
14. Which law applies
These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland you may also bring proceedings in the Scottish courts, and if you live in Northern Ireland you may also bring proceedings in the Northern Irish courts.
Contact
Direct Comfort [[TO CONFIRM: retail support email address]] 07836 794666 [[TO CONFIRM: registered company legal name, registered address, company number]]