Online Consumer Terms
These terms apply to the sale of our products to consumers. If you are not a consumer please visit www.lilpackaging.com/business-business-terms for the terms and conditions applicable to your purchase of products.
1. These terms
1.1 What these terms cover. These are the terms and conditions on which we supply products to you, if you are a consumer. A consumer is someone acting for purposes which are wholly or mainly outside of that person’s trade, business, craft or profession.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
2.1 Who we are. We are Lil Packaging Limited a company registered in England and Wales. Our company registration number is 01895837 and our registered office is at Unit 9, Glebe Road, Huntingdon, Cambridgeshire PE29 7DB.
2.2 How to contact us. You can contact us by telephoning our customer service team at +44 (0)1480 396 200 or by writing to us at [email protected] or at Unit 9, Glebe Road, Huntingdon, Cambridgeshire PE29 7DB.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This is unlikely but might be , because of unexpected limits on our resources which we could not reasonably plan for or because we have identified an error in the price or description of the product..
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4. Our products
4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the products accurately, your product may vary slightly from those images.
4.2 Bespoke Products. These terms do not apply to orders for bespoke products or products which have been created specifically for you. Please contact our sales team on +44 (0)1480 396 200 or by email: [email protected] for information and terms governing bespoke products.
5. Providing the products
5.1 Delivery costs. The costs of delivery (if not included in the price) will be as displayed to you on our website.
5.2 When we will provide the products. We will deliver the products to you as soon as reasonably possible (usually within 5 working days after the day on which we accept your order) but in any event within 30 days after the day on which we accept your order.
5.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
5.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
5.5 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 8.2 will apply.
5.6 When you become responsible for the goods. The products will be your responsibility from the time we deliver the products to the address you gave us.
5.7 When you own goods. You own the products once we have received payment in full.
6. Your rights to end the contract
6.1 You have certain rights to end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 9; (b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 6.2; (c) If you have just changed your mind about the product, see clause 6.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any products;
6.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; (b) there is a risk that supply of the products may be significantly delayed because of events outside our control; or (c) you have a legal right to end the contract because of something we have done wrong.
6.3 Exercising your right to change your mind. For most products bought online you have a legal right under the Consumer Contracts Regulations 2013 to change your mind within 14 days and receive a refund. These rights are explained in more detail in these terms.
6.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
(a) any products which are unique or bespoke to you; and (b) any products which become mixed inseparably with other items after their delivery.
6.5 How long do I have to change my mind? After your purchase of the products you have 14 days after the day you (or someone you nominate) receives the products to change your mind.
7. How to end the contract with us (including if you have changed your mind)
7.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services on +44 (0)1480 396 200 or email us at [email protected] Please provide your name, home address, details of the order and order number and, where available, your phone number and email address. (b) Online. Complete the [form INSERT LINK TO ONLINE FORM] on our website. (c) By post. Print off the [form INSERT LINK TO PRINTABLE FORM] and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
7.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return the products to us. You must either return the goods in person or post them back to us at Unit 9, Glebe Road, Huntingdon, Cambridgeshire PE29 7DB. Please call customer services on +44 (0)1480 396 200 or email us at [email protected] for a return label and return number. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
7.3 When we will pay the costs of return. We will pay the costs of return:
(a) if the products are faulty or misdescribed; or (b) if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
7.4 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described in 7.5 below.
7.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. (b) The maximum refund for delivery costs (if applicable) will be the costs of delivery by the least expensive delivery method we offer. If you had choosen to have the product delivered quickly at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
7.6 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 7.2.
8. Our rights to end the contract
8.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due; or (b) you do not, within a reasonable time, allow us to deliver the products to you.
8.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 8.1 we will refund any money you have paid in advance for products we have not provided but we may deduct any costs that we have incurred for attempted delivery of such products.
9. If there is a problem with the product
9.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our sales team at +44 (0)1480 396 200 or write to us at [email protected] or at Unit 9, Glebe Road, Huntingdon, Cambridgeshire PE29 7DB.
9.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: • up to 30 days: if your goods are faulty, then you can get an immediate refund. • up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. • up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
See also your right to change your mind under the Consumer Contracts Regulations 2013 – see clause 6.3.
9.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage. Please call sales on 44 (0)1480 396 200 or email us at [email protected] for a return label.
10. Price and payment
10.1 Where to find the price for the product. The unit price excluding VAT or other sales tax of the product is stated on our website and the total price for your order (which will have VAT or other applicable sales tax added) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 10.3 for what happens if we discover an error in the price of the product you order.
10.2 We will pass on changes in the rate of VAT or other sales tax. If the rate of VAT or other applicable sales tax changes between your order date and the date we supply the product, we will adjust the rate of VAT or sales tax that you pay, unless you have already paid for the product in full before the change in the rate of VAT/sales tax takes effect.
10.3 What happens if we got the price wrong. It is possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
10.4 When you must pay and how you must pay. We accept payment by the various means listed on the order pages. You must pay for the products on order.
10.5 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know.
11. Our responsibility for loss or damage suffered by you
11.1 We are responsible to you for foreseeable loss and damage caused by us. 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, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
11.2 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 death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 9.2 and for defective products under the Consumer Protection Act 1987
11.3 We are not liable for business losses. Although we supply products for domestic and business use, these terms only govern sales of products to consumers and the supply of products for domestic and private use. If you use the products 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.
12. How we may use your personal information
12.1 How we will use your personal information. We will use the personal information you provide to us:
(a) to supply the products to you; (b) to process your payment for the products; and (c) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
12.2 We will only give your personal information to other third parties where the law either requires or allows us to do so.
13. Other important terms
13.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
13.2 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
13.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.4 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. You may also be able to bring legal proceedings in respect of the products in the courts of the country or jurisdiction in which you live.
13.5 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to refer the dispute for online resolution to the European Commission Online Dispute Resolution platform.