Terms and Conditions of Supply

Where to find information about us and our products

You can find everything you need to know about us, Dr Ophelia Limited, and our products on our website before you order.

When you buy from us you are agreeing that:

When you buy from us you are agreeing that:
Sometimes we reject orders.
We charge you when you order.
Where VAT is applicable, we pass on some increases in VAT.
We're not responsible for delays outside our control.
Products can vary slightly from their pictures.
You're responsible for making sure information provided is accurate.
You do not have a legal right to change your mind for all products.
You can end an on-going contract.
You have rights if there is something wrong with your product.
We can change products and these terms.
We can suspend supply (and you have rights if we do).
We can withdraw products.
We can end our contract with you.
We don't compensate you for all losses caused by us or our products.
We use your personal data as set out in our Privacy
You have several options for resolving disputes with us.
Other important terms apply to our contract.

We only accept orders when we've checked them
We contact you to confirm we've received your order and we accept it when we dispatch the product and confirm dispatch to you.

Sometimes we reject orders

We reserve the right to reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK, because the product was mispriced by us or for any other reason. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

However, for subscription products we take payment at regular intervals, as explained to you during the order process.

Where VAT is applicable, we pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product 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 won't compensate you for the delay, but if the delay is likely to be substantial you can contact us at pa@drophelia.com to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures

A product's true appearance and colour may not exactly match that shown on your device or its packaging may be slightly different.

You're responsible for making sure information provided is accurate

If we're making or supplying the product based on information you provide, you're responsible for making sure it is accurate.

You have a legal right to change your mind in some circumstances

Your legal right to change your mind. For some of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for:

products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
products that are prescription only or that are made up to your specifications or bespoke or are otherwise personalised; and
goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact us at pa@drophelia.com.

You have to return the product at your own cost. You have to return the product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You should send the product back to us using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

We only refund standard UK delivery costs. We don't refund any extra you have paid for overseas delivery, express delivery or delivery at a particular time.

No refund if you have used or damaged a product or it is not in its original packaging. If you have used a product or handled it in a way which has damaged it or it is not in its original packaging, no refund will be made.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered, we will refund you as soon as possible and within 14 days. If you're sending your product back to us, we will inspect it and if we approve the return, we will refund you within 14 days of receiving it. We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract

We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us at pa@drophelia.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

We can change products and these terms

Changes we can always make. We can always change a product:

to reflect changes in relevant laws and regulatory requirements;
to make minor improvements (changes that don't affect your use of the product).

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

update the product to reflect changes in relevant laws and regulatory requirements; or
make changes to the product.

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the supply, or tell you we're going to suspend supply, you can contact us at pa@drophelia.com to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product, such as a subscription for products. We will let you have reasonable notice and we will refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;
you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
you don't, within a reasonable time, allow us to deliver the product to you.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

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).
Caused by a delaying event outside our control. As long as we have taken the steps set out in the section relating to this.
Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Policy

How we use any personal data you give us is set out in our Privacy Policy .

You have several options for resolving disputes with us

Our complaints policy. We will do our best to resolve any problems you have with us or our products. If you wish to make a complaint, you should contact us in the first instance at pa@drophelia.com.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.

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.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product.

You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

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're not allowed to, but that doesn’t mean we can't do it later.