Terms of service.

1. About us and how to contact us

These are the terms and conditions on which we supply the products listed on wellinspirit.com ("our site") to you, whether they are goods, digital content or membership. Ordering from our site means you accept these terms, together with our Terms of Use, our Privacy Policy and our Delivery & returns page.

"We", "us" and "our" mean Well In Spirit, the trading name of Well in Spirit Ltd, a company registered in England and Wales, company number 17440171. Our registered office is 20 Wenlock Road, London, N1 7GU. Our email address is hello@wellinspirit.com.

If we need to contact you, we will write to you at the email address or postal address you gave us with your order. When we say "writing" or "written" in these terms, that includes email.

2. Who can order

You may only buy from us if:

• you are at least 18 years old;
• you are an authorised user of the card or payment method you pay with;
• you are buying as a consumer, for yourself or as a gift, and not to resell; and
• your order is to be delivered to an address in the United Kingdom. We can't currently deliver to the Channel Islands, PO Boxes, BFPO addresses or anywhere outside the UK.

3. How the contract is made

Our site takes you through the steps of placing an order: your basket, your details, then payment. You can check and correct your order at each step before you pay.

When you submit your order we ask your bank or card issuer to authorise the payment straight away. Once the payment has been taken we show you an order confirmation with your order number, and the order appears under Orders in your account. The contract between you and us is made at that point. Please keep a note of your order number, and contact us if you don't see a confirmation.

All orders are subject to availability. If we can't supply something you have paid for, we will tell you as soon as we can and refund you in full (see section 12).

These terms, and any contract between us, are in English only.

4. Our products

• Pictures and descriptions. We take care to show and describe our products accurately, but photographs are for illustration, and your screen may show colours a little differently.
• Natural variation. Crystals, gemstones, wood, botanicals and handmade pieces are natural materials. Colour, pattern, size, weight and scent vary from piece to piece, and what arrives will not be identical to the photograph. That isn't a fault.
• Ritual collections. A ritual collection is sold as a set, in the edition you choose. The contents of each edition are listed on its page. The ritual guide that goes with it is digital: it is not in the parcel (see section 10). How returns, faults and unavailable items work for a set is explained under ritual collections and other sets on our Delivery & returns page, which forms part of these terms.
• Personal details for a ritual or gift. If you give us a name, a date, a star sign or a gift message with your order, we use it exactly as you typed it, so please check it carefully.
• Using products safely. Read and follow the ingredients, allergen and safety information supplied with each product. Never leave a burning candle or incense unattended. Our products and rituals support relaxation and general wellbeing. They are not medicines, and we don't claim that they treat, cure or prevent any condition. See section 8 of our Terms of Use.

From time to time we may make small changes to a product, for example to reflect a change in the law or a supplier's updated packaging or formulation. These won't affect how you use it.

5. Price and payment

Prices are shown on our site in pounds sterling (GBP). The price shown on the product page is the full price of the product: nothing is added at checkout except delivery, which is shown in your basket before you pay.

We can change our prices at any time, but a change won't affect an order you have already paid for.

You pay in full when you order, by debit or credit card or by any other payment method shown at checkout. Payments are handled for us by Stripe, a regulated payment provider. Your card details go directly to Stripe over an encrypted connection: we never see or store your full card number.

We sell a large number of products, and despite our best efforts one may occasionally be priced incorrectly. If the mistake is obvious and unmistakable, and you could reasonably have recognised it as a mistake, we may cancel the order, refund everything you paid and ask for any goods already delivered to be returned at our cost.

6. Discount codes

• To use a discount code, enter it in your basket before you pay. We can't apply a code to an order after it has been placed.
• Only one discount code can be used on an order, and a code can't be combined with any other offer unless we say so.
• A discount applies to the price of the goods in your basket, not to delivery. Free delivery is worked out on the value of your order after the discount.
• A welcome code is sent to one email address for that person's own use. It can be used once, on one order, and expires 30 days after we send it.
• Other codes may carry their own conditions, such as an expiry date or a minimum spend, which we will tell you about when we give you the code.
• We may decline or withdraw a code that has expired, that has been shared or published without our permission, or that isn't valid for your order. Codes have no cash value.

7. Delivery

Delivery costs, delivery times and the places we deliver to are set out on our Delivery & returns page, which forms part of these terms. The delivery charge for your order is always shown in your basket before you pay.

• We aim to deliver within the times given on that page. If no time is given, we will deliver within 30 days of the day you ordered.
• If our supply of your order is delayed by something outside our control, we will let you know as soon as we can and do what we can to keep the delay short. If the delay is likely to be substantial, you can contact us to cancel the order and receive a full refund for anything you have paid for but not received.
• Goods are your responsibility from the moment they are delivered to the address you gave us. You own them once we have received payment in full.
• If a parcel comes back to us because the address was incomplete or nobody could take delivery, we will contact you. We may charge our delivery cost again to resend it.
• Digital guides, recordings and membership reach you through our site, not in a parcel, and carry no delivery charge.

8. Your right to change your mind

Because you are buying online, the law gives you the right to cancel most orders within 14 days without giving a reason.

• Goods. You have until 14 days after the day your order is delivered to tell us you want to cancel. If your order arrives in more than one parcel, the 14 days run from the day the last one arrives.
• How to tell us. Email hello@wellinspirit.com with your order number, or use the cancellation form on our Delivery & returns page. You don't have to use the form: any clear statement will do.
• Sending goods back. You then have 14 days to send the goods back to the returns address we give you, at your own cost. Please don't send returns to the address on your parcel's label.
• Your refund. We refund the price you paid for the goods, plus our standard delivery charge if you paid one, to your original payment method. We do this within 14 days of receiving the goods back, or of you sending us proof that you have posted them, if that is sooner.
• Handling. We may reduce your refund if the goods have lost value because you handled them more than you would in a shop, for example by lighting a candle or burning incense.

You don't have the right to change your mind about:

• goods that were sealed for health protection or hygiene reasons, once they have been unsealed after delivery. This covers bath, body, skincare and cosmetic products, soaps and oils, teas and anything else you eat or drink, and earrings;
• digital guides and recordings once you have started to download or play them (see section 10); or
• membership once you have played or downloaded any members' recording (see section 11).

The practical steps, and how we treat a set with some opened items in it, are on our Delivery & returns page.

9. If something is wrong with your order

We are under a legal duty to supply products that match these terms. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality, and digital content must be as described, fit for purpose and of satisfactory quality too.

• Goods. If goods are faulty or not as described, you can reject them for a full refund within 30 days of delivery. After that, you are entitled to a repair or replacement, and to a price reduction or refund if that doesn't put things right.
• Digital content. If a guide or recording is faulty, you are entitled to a repair or replacement, and to a refund of some or all of the price if we can't fix it within a reasonable time.

If your order arrives damaged, faulty, incomplete or not what you ordered, email hello@wellinspirit.com with your order number and a photo, ideally within 48 hours of delivery, so we can put it right quickly. If we need anything sent back, we pay the postage. For detailed information about your rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 223 1133.

Nothing in these terms affects your legal rights.

10. Digital guides and recordings

Ritual guides and other digital content are made available in your account as soon as your payment goes through. If you checked out as a guest, use the forgotten password link on the sign-in page with the email address you ordered with to set a password and reach them.

• Immediate supply. By ordering digital content you ask us to make it available straight away, and you accept that once you have started to download or play it you lose your 14-day right to change your mind. If it is faulty, your rights in section 9 still apply.
• Your licence. When you buy a guide, or unlock a recording as a member, we give you a personal, non-exclusive, non-transferable licence to download, print and use it for your own private, non-commercial use. We keep the copyright.
• What you must not do. You must not copy a guide or recording for anyone else, share, upload or publish it, sell it, or use it in a class, workshop or other paid setting without our written permission.
• What you need. Guides are PDF files and recordings are MP3 audio. You need a device and software that can open them, and an internet connection to download or play them.

11. Membership

• What you get. Membership gives you full access to the members' library of recordings and to the members' forum and community, for the period shown on the membership page when you buy.
• No automatic renewal. Membership is a single payment for a fixed period. It does not renew and we won't take another payment. If you buy again while you are still a member, the new period is added to the end of your current one.
• Signing in. Membership belongs to the account that bought it and is for one person. You need to be signed in to use it.
• Changing your mind. You can cancel a membership within 14 days of buying it for a full refund, as long as you haven't yet played or downloaded any members' recording. By playing or downloading one, you ask us to start your membership straight away and accept that you lose that right.
• The library changes. We add new recordings over time and may occasionally retire one. We can't promise that any particular recording will always be there.
• Keeping to the rules. The forum and community are covered by section 7 of our Terms of Use. If we have to suspend or close your account for a serious or repeated breach of those rules, your membership ends and we won't refund the period you have paid for.

12. When we may cancel an order

We may cancel an order, and will refund in full anything you have paid for it, if:

• something you ordered is out of stock or no longer available;
• your payment is declined, reversed or appears to be fraudulent;
• there was an obvious pricing or description mistake (see section 5);
• we can't deliver to the address you gave us; or
• something outside our control prevents us from supplying it.

If only part of an order is affected, we will contact you to ask whether you would like a replacement, a refund for that part, or to cancel the whole order.

13. Our responsibility to you

• We are responsible for loss or damage we cause that was foreseeable. If we fail to keep to 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. Loss or damage is foreseeable if it is obvious that it will happen, or if both you and we knew it might happen when the contract was made.
• We don't exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products, and for defective products under the Consumer Protection Act 1987.
• Damage caused by digital content. If digital content we supply damages a device or digital content belonging to you because we failed to use reasonable care and skill, we will either repair the damage or pay you compensation.
• We aren't liable for business losses. We supply our products for domestic and private use only. If you use them for any commercial, business or resale purpose, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
• Using products as intended. We aren't responsible for loss or damage caused by a product being used in a way that goes against the safety information and instructions supplied with it.
• Events outside our control. We aren't responsible for a delay or failure that is caused by something outside our reasonable control, such as severe weather, a postal or courier strike, or a failure of a public network. We will tell you as soon as we can, and your rights in section 7 apply.

14. Complaints

If you are unhappy with anything, please tell us. Email hello@wellinspirit.com with your order number and what has gone wrong. We aim to reply within two working days and to put things right quickly and fairly.

15. Other important terms

• Changes to these terms. We may update these terms from time to time. The terms that apply to your order are the ones on this page on the day you placed it.
• Your personal information. We only use your personal information as set out in our Privacy Policy.
• Transferring this contract. We may transfer our rights and obligations under these terms to another organisation, for example if we sell the business. We will tell you if that happens and make sure it doesn't affect your rights. You can pass the benefit of your legal guarantee on to a person you have given a product to as a gift.
• Nobody else has rights under this contract. This contract is between you and us. No other person can enforce any of its terms, except a gift recipient as described above.
• If a court finds part of this contract unlawful, the rest continues in force. Each paragraph of these terms operates separately.
• If we delay in enforcing this contract, we can still enforce it later. If we don't insist straight away that you do something these terms require, that doesn't mean you don't have to do it.
• Which law applies and where you can bring proceedings. These terms are governed by English law, and you can bring legal proceedings about the products in the English courts. If you live in Scotland you can bring them in either the Scottish or the English courts, and if you live in Northern Ireland, in either the Northern Irish or the English courts.