These terms will apply to any contract between us for the sale of Products to you. Please read these terms carefully and make sure that you understand them, before ordering any Products from our site.

1. INFORMATION ABOUT US AND COPYRIGHT NOTICE

1.1  We operate the website SoapStory.co.uk. We trade as a Sole Trader (Chetana Bangera t/a SoapStory) based in Edinburgh, Scotland.

1.2  To contact us, please see our Contact page or email us at [email protected]

1.3  The contents of this site (including all images) are protected by copyright under international law. Users are prohibited from copying any of the contents of this site.

2. OUR PRODUCTS

2.1  The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours and products accurately, we cannot guarantee that your computer’s display of the colours accurately reflect the colour of the Products. Your Products may vary slightly in colour, shape or packaging from those images due to the handmade nature of the products.

2.2  Although we have made every effort to be as accurate as possible, all sizes, weights and volumes are approximate and are subject to a reasonable % tolerance.

2.3  The packaging of the Products may vary from that shown on images on our site.

2.4  All Products shown on our site are subject to availability, and prices and availability are subject to change at any time without notice. We will inform you by phone or e-mail as soon as possible if the Product you have ordered is not available.

2.5 Regulatory Compliance: All cosmetic products offered for sale comply fully with UK Cosmetic Regulations. Every soap formulation holds a valid Cosmetic Product Safety Report (CPSR) and is registered on the UK Submit Cosmetic Product Notification (SCPN) portal.

3. USE OF OUR SITE

Your browsing and general use of our website is governed by Part A: Website Terms of Use set out above. Please take the time to read these, as they include important terms that apply to you.

4. HOW WE USE YOUR PERSONAL INFORMATION

We only use your personal information in accordance with our Privacy Policy. Please take the time to read this, as they include important terms which apply to you.

5. OUR RIGHT TO VARY THESE TERMS

5.1  We may revise these Terms from time to time in the following circumstances:  

(a)  changes in how we accept payment from you; 
(b)  changes in relevant laws and regulatory requirements;
(c)  circumstances which are outside of our control, e.g. our suppliers/manufacturers being unable to fulfil their obligations to us for any reason; and 
(d)  a change in the nature of the products that we may sell on our website at any stage in the future.

5.2  Every time you order Products from us, the Terms in force at that time will apply to the Contract between you and us.

6. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

6.1  For a contract to be formed, you need to to place on order on our site.

6.2  Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

6.3 After you place an order, you will receive an email acknowledging that we have received your order request. Please note that this does not mean your order has been accepted. Contract formation occurs only as described in Clause 7.1.

6.4  If we are unable to supply you with a product, for example because that product is not in stock or no longer available, we will inform you of this by phone or e-mail and ask if you wish to order another product or are happy to wait for the product to come back into stock.

6.5  We will always try to honour any price shown on our website but in cases where there is a clear and obvious pricing error, we will contact you and ask if you want to go ahead and purchase at the correct price.

6.6  Upon completion of your order you will receive an email from our courier when your goods are out for delivery. This email includes instructions on tracking your parcel.

7. YOUR CONSUMER RIGHT OF RETURN AND REFUND

When you buy goods from our website or by telephone, a contract is formed, under the consumer contracts regulations 2013, in which you have time to change your mind and return the goods to us. Please read the following information carefully about your rights. If goods are faulty or misdescribed then you have additional rights – see below.

7.1 A legally binding contract between us is formed only when we have received full payment AND we have dispatched your order (or sent a formal Dispatch Confirmation email stating your items have been shipped). We reserve the right to decline or cancel an order prior to dispatch due to stock unavailability or obvious pricing errors.

7.2  You have the legal right to cancel the contract for a limited time without giving any reason, but we would welcome your feedback as it helps us to improve.

7.3  Your right to cancel ends 14 calendar days from the the day following:

(a)  The day your receive your order, or
(b)  The day you receive the last of your order when it’s delivered in instalments.

7.4 To cancel, you must inform us of your decision by emailing [email protected] or writing to our Edinburgh trading address.

7.5  In order to meet the 14 day cancellation deadline, emails are deemed to arrive when sent and letters when posted. You do not have to return the actual goods by this date.

7.6  To be able to demonstrate that you have told us you wish to cancel in time, we would recommend that you retain any emails sent to us, keep a copy of any letter and ask the post office for proof of posting.

7.7  To cancel an order and for any other matters please contact us at: info@soapstory.co.uk
7.8  If you cancel this contract, we will refund the full purchase price plus the cost of delivery on your order. Note any additional cost of return delivery or enhanced delivery chosen by you will not be refunded e.g. next day delivery.

7.9  We may make a deduction from your refund where goods have been de-valued because you have handled them in a way which goes beyond that which might reasonably be allowed in a shop to establish their nature, characteristics and functioning.

7.10  We will make repayments without undue delay, and not later than:

(a)  14 days after the day we receive back from you any goods supplied, or
(b)  (if earlier) 14 days after the day you provided evidence that you have returned the goods, or
(c)  If the goods have not yet been sent to you, 14 days after the day which we were informed about your decision to cancel this contract.

7.11  We may withhold the repayment until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

7.12  We will make the repayment using the same means of payment as you used for the initial purchase, unless you have expressly agreed otherwise, in any event, you will not incur any fees as a result of repayment.

7.13  You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day in which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

7.14  Please ensure any returned goods are packaged appropriately using either the original packaging or using similar, suitable alternatives.

7.15  You will have to bear the direct costs of returning all unwanted goods (unless they are faulty, misdescribed or have been damaged in the post).

7.16  In accordance with UK Consumer Contracts Regulations, the right to cancel and return goods does not apply to cosmetic items (including soaps and bath products) that have been unsealed, opened, or used after delivery, due to health protection and hygiene reasons. Returns are only accepted for unopened products with all original seals and packaging intact, or for items that arrive damaged or faulty.

8. DAMAGED GOODS

8.1 We take great care to ensure your handmade soaps arrive in perfect condition. However, if an item arrives damaged, defective, or not as described, please notify us as soon as possible by emailing [email protected] with your order number and a brief description of the issue.
8.2 Where possible, please attach clear photographic evidence showing the damage to the product and/or the outer courier packaging. This helps us address delivery issues with our carrier.
8.3 Statutory 30-Day Right to Reject: Under the UK Consumer Rights Act 2015, you are legally entitled to a full refund or a replacement if goods are faulty, damaged, or misdescribed, provided you notify us within 30 days of receiving the item.
8.4 For verified faulty or damaged goods, we will provide a prepaid return label or reimburse your reasonable return postage costs upon receipt of the returned item.
8.5 All refunds for damaged or faulty goods will be processed using the original payment method (debit/credit card or PayPal) within 14 days of receiving the returned item or evidence of return dispatch.
8.6 Your statutory rights as a consumer under UK law are not affected by anything in these terms. Advice regarding your rights is available from Citizens Advice Consumer Service or your local Trading Standards office.

9. DELIVERY

9.1  Delivery dates are estimate only and do not represent a condition of the contract. Where we are unable to deliver your goods within 14 days however we will contact you and ask whether you are happy to agree to a new delivery date or would prefer a refund in accordance with your rights.

10. NO INTERNATIONAL DELIVERY

10.1  Unfortunately, we do not deliver to addresses outside UK, although we may be able to arrange overseas deliveries for individual orders. If you require this service please email us at [email protected].

10.2  You may place an order for Products from outside the UK, but this order must be for delivery to an address in the UK, unless otherwise agreed in accordance with clause 10.1 above.

11. PRICE OF PRODUCTS AND DELIVERY CHARGES

11.1  The prices of the Products will be as quoted on our site from time to time. All prices displayed are in pounds sterling (£). We use our best efforts to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However if we discover an error in the price of Product(s) you ordered, please see clause 6 for what happens in this event.

11.2  Prices for our Products may change from time to time, but changes will not affect any order which we have confirmed with a Dispatch Confirmation.

11.3  The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

11.4  The price of a Product does not include delivery charges. Our delivery charges are as quoted on our site and will be calculated upon entering your delivery address on checkout. Each delivery method has its own associated delivery cost, which is stated within the description for that particular delivery method. To check relevant delivery charges, please refer to the ‘Delivery’ section of our website.

11.5  Please check your address details before ordering, if a parcel has been returned to us due to an address error or has not been collected or claimed, re-delivery will incur a second shipping charge.

12. HOW TO PAY

12.1  You can only pay for Products using a debit card or credit card, or via PayPal. All details entered on our site use a secure page and are transferred using SSL (Secure Sockets Layer) for additional protection.

12.2  Payment for the Products and all applicable delivery charges is in advance. We will not dispatch your order until we have received payment.

13. GOVERNING LAW AND JURISDICTION

These Terms and any contracts for the purchase of Products through our site are governed by and construed in accordance with Scots Law. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the Scottish Courts (or, if you reside in England, Wales, or Northern Ireland, you may also bring proceedings in your local court).