Terms and Conditions
Here at R10 Labs, we pride ourselves on abiding by all UK rules and regulations however we shall try to keep it as simple as legally possible because we understand not everyone is a lawyer.
1.1 We believe an excellent skin care range should be backed up by excellent customer service, every time. We work hard to answer any and all queries that you ask us and we aim to give every customer the high quality of service you would expect. If you aren’t happy please email us at [email protected] or use our online form located here.
1.2 Your statutory rights are not affected by any clause in this document.
1.3 This disclaimer details our obligations to you regarding our website. By using or accessing our website, you agree to be legally bound by these Terms and Conditions. If you do not wish to be bound by these Terms & Conditions then you may not use our website.
1.4 We do occasionally update the Terms and Conditions, so please check back often.
2.1 When placing an order, you agree to give your real name, email address, billing/shipping address and any other relevant information needed to process your order. If you fail to do so, you may not receive your order.
2.2 This website uses some pretty complex technology to make it work as smoothly as it does. If the technology fails us or we make a mistake, your order attempt may be unsuccessful but rest assured we shall do what everything in our power to resolve this.
2.3 The currency conversion tool we provide is only to be used for informational purposes. While the tool does use up to date currency exchange information, the price you pay may be lower/higher than the price displayed in other currencies due to the nature of the currency exchange markets. The currency of the website is in British Pounds (GBP) and you will be charged in pounds sterling even if you don’t live in the UK. International orders may incur bank charges for international transactions.
2.4 Once the order has been placed we will send a confirmation email as soon as possible and a further email once the item has been dispatched. Depending on where you live, you will have a rough idea of when you should get the items you have purchased.
2.5 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage, the default of our suppliers and invasion of zombie hamsters. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.
2.6 We try very hard to deliver all of our items in pristine condition however even the most carefully packed item can get dropped or squished en route to your house. Please check the goods on delivery – any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within a reasonable time and we will offer you an exchange or where possible or a full refund.
3. Delivery within the UK
3.1 Delivery within the UK qualifies for free delivery and we aim to get your parcel to you within 5-7 days. The UK constitutes as England, Scotland, Wales, Isle of Man and Northern Ireland. This includes the Highlands & Shetlands.
3.2 Delivery to the Republic of Ireland, Guernsey & Jersey is outside the UK and will cost a flat rate of £6.99. We aim to deliver within 5-8 days.
4. Delivery outside the UK
4.1 Delivery outside the UK costs a flat rate of £6.99. Depending on where you reside in the world, delivery may take around 2-3 weeks.
4.2 Items delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in any non-EU country before ordering items to be delivered there.
4.3 The recipient of the order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering Products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
4.4 You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it’s your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
5. Love it or Leave it Guarantee.
We love our products and believe you will too! So if we have not met your expectations, please give us the opportunity to make it up to you.
5.1 This guarantee only applies to products purchased on r10labs.com for retail customers only.
5.2 Sale items are not eligible for return.
5.3 To return the item under the Love it or Leave it Guarantee, you must follow our three step process. First, please fill out the returns form. Secondly we will contact you and issue a return merchandise number (RMA). Third, post it back to us.
5.4 Any returns without a return merchandise number (RMA) will not be accepted or qualify for a refund.
5.5 We are not responsible for any items lost in transit to us, nor for items returned without prior authorisation via a return merchandise number (RMA).
5.6 When the item is returned back to us, we will process your return which can take up to 3 working days. Once processed, the payment minus postage costs will be refunded back to your original payment method.
5.6 We do not charge for returning any item back to use under the Love it or Leave it Guarantee. However we will not refund the postage charges.
5.7 This guarantee does not affect your statutory rights.
6. Use of our Website
6.1 You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.
6.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.
6.3 Subject to paragraph 6.1, no part of this Website may be reproduced without our prior written permission.
6.5 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;
7. Links To & From Other Websites
7.1 Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.
7.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.
7.3 If you choose to link to our website in breach of Paragraph 7.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.
8. Purchasing a contract with us
8.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.
8.2 Once we have reviewed your order we will e-mail you again to confirm that we accept your order, and that a contract has been made between us.
8.3 We may cancel any order If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order. This includes non-payment of ordered products and fraudulent use of our website and/or sales.
8.4 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.
8.5 We have made every effort to ensure consistency through batches, however due to the high level of unmodified natural products, certain variances may occur through batches. We can’t control nature.
8.7 A person who is not party to the contract shall not have any rights under or in connection with it.
9. Exclusion of Liability
9.1 We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liable or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.
9.2 We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.
9.3 You are responsible for ensuring that your computer system meets all relevant technical specifications necessary to use our website and is compatible with our website. You also understand that we cannot and do not guarantee or warrant that any material available for downloading from our website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.
9.4 If we are liable to you for any reason, our liability will be limited to the amount paid by you for the Product concerned. This limit does not apply to any liability we may have for death or personal injury resulting from our negligence.
10. Law & Jurisdiction
10.1 This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.
10.2 We have used our best endeavours to ensure that our website complies with UK law. However, we make no representations that the materials on our website are appropriate or available for use in locations outside the UK.