Terms and Conditions

This page tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you. These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Products from our site. We amend these Terms from time to time as set out in clause 7. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time. These Terms, and any Contract between us, are only in the English language.
1. INFORMATION ABOUT US

1.1 We operate the website www.puerhookah.co.uk. We are Puer Hookah Ltd, a company registered in England and Wales under company number 13057615 and with our registered office at 20-22 Wenlock Road, London, England, N1 7GU.
1.2 Contacting us:(a) You can e-mail us at support@puerhookah.co.uk  please include details of your order to help us to identify it.(b) If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.
2. OUR PRODUCTS

2.1 The descriptions and images of the Products on our site are for illustrative purposes only, we attempt to make them as accurate as possible but are not responsible for minor differences. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.

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

2.3 We reserve the right to withdraw any Products from the website at any time and we shall not be liable to anyone for withdrawing any Products from the website or for refusing to process an order.
3. USE OF OUR SITE

Your use of our site is governed by our Terms of website use and Website Acceptable Use Policy. Please take the time to read these, as they include important terms which 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 our Privacy Policy, as it includes important terms which apply to you.
5. AGE OF CONSENT

You may only purchase Products from our site if you are at least 18 years old. You will be asked to declare that you are of the appropriate legal age to purchase the Products when placing an order and we may carry out independent verification to check your age and if we discover that you are not legally entitled to order the Products, we shall be entitled to cancel the order immediately, without notice. If you falsely declare your age to us you shall be held responsible for all costs, expenses, losses, damage fines and other penalties that we may suffer or incur as a consequence of your false statement. By ordering Products from this website, you hereby consent to us undertaking a search with Veritad (or any other 3rd party age verification service) for the purposes of verifying your identity. To do so a 3rd party age verification service may check the details you supply against any particulars on any database (public or otherwise to which they have access). They may also use your details in the future to assist other companies for verification purposes. A record of the search will be retained.
6. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

6.1 Our shopping pages will guide you through the steps you need to take to place an order with us. 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.

6.2 After you place an order, you will receive an e-mail from us confirming the details, description and price of the Product and acknowledging that we have accepted your order.

6.3 The Contract between us will only be formed when we send you the Dispatch Confirmation.

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 or because we cannot meet your requested delivery date or because of an error in the price on our site as referred to in clause 14.5, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.
7. OUR RIGHT TO VARY THESE TERMS

7.1 We amend these Terms from time to time. Please take time to review and familiarise yourself with the Terms and Conditions.

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

7.3 We may revise these Terms as they apply to your order from time to time for reasons including but not limited to changes in relevant laws and regulatory requirements.

7.4 If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.

8. YOUR RIGHTS TO END THE CONTRACT

8.1 You can always 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 mis described you may have a legal right to end the contract (or to get the Product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 8;(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 8.2;(c) If you have just changed your mind about the Product, see clause 8.3. 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 goods;(d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.

8.2 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 (e) 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 upcoming change to these terms which you do not agree to (see clause 7.4);(b) 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;(c) there is a risk that supply of the Products may be significantly delayed because of events outside our control;(d) we have suspended supply of the Products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or(e) you have a legal right to end the contract because of something we have done wrong.

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most Products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4  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) Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

(b) any Products which become mixed inseparably with other items after their delivery.

8.5 If you change your mind about your order of the Products you have 14 days after the day you (or someone you nominate) receives the Products, unless:(a) Your Products are split into several deliveries over different days. In this case, you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the Products.(b) Your Products are for regular delivery over a set period. In this case, you have until 14 days after the day you (or someone you nominate) receives the first delivery of the Products.

8.6 Ending the contract where we are not at fault and there is no right to change your mind. If you do not have any other rights to end the contract (see clause 8.1), you can still contact us before it is completed and tell us you want to end it. If you do this the contract will end immediately and we will refund any sums paid by you for Products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. HOW TO END YOUR CONTRACT WITH US (Including if you have changed your mind)

9.1 Tell us you want to end the contract. To end the contract with us, please let us know by sending this request in writing to the following email address: support@puerhookah.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.

9.2  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 them to us. Please email us to arrange the return of goods. If you are exercising your right to change your mind you must send off the Products within 14 days of telling us you wish to end the contract. You are responsible for postage costs to return the item back to us, unless the product is faulty or misdescribed. You must choose a fully tracked delivery service such as Royal Mail Sign For. All items received (including packaging) must be in original condition, unopened and sealed.

9.3  When we will pay the costs of return. We will pay the costs of return:

(a) if the Products are faulty or misdescribed;

(b) if you are ending the contract because we have told you of an upcoming change to the Product or these terms, 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; or

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

9.4 How we will refund you. We will refund you the price you paid for the Products excluding delivery costs (unless the item is deemed faulty), by the method you used for payment. However, we may make deductions from the price, as described below. 

9.5 Deductions from refunds. 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 Products, 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 Products 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 will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

9.6 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:(a) If we have not offered to collect the Product, 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 9.2.(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

10. OUR RIGHTS TO END THE CONTRACT

10.1 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 and you still do not make payment within 14 days of us reminding you that payment is due;(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products;(c) you do not, within a reasonable time, allow us to deliver the Products to you or collect them from us; or(d) We become aware that you may not legally purchase or that we may not legally supply the Products to you or that you have provided false or inaccurate information on your order. All purchases must be made by an adult over the age of 18. 

10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for Products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10.3 We may withdraw the Product. We may write to you to let you know that we are going to stop providing the Product. We will let you know at least 7 days in advance of our stopping the supply of the Product and will refund any sums you have paid in advance for Products which will not be provided

11. IF THERE IS A PROBLEM WITH THE PRODUCT

11.1 How to tell us about problems. If you have any questions or complaints about the Product, please contact us. You can email us, in the event of a problem arising support@puerhookah.co.uk. We will endeavour to resolve this within 72 business hours.

11.2 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. 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 life of your Product your legal rights entitle you to the following:

• up to 30 days: if your item is faulty, then you can get a refund.
• up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.
• up to six years: if the item can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn't work, some of your money back.

11.3 Your obligation to return rejected Products. If you wish to exercise your legal rights to reject Products you must return them by posting them back to us. We will pay the costs of postage. Please call Customer Service Team at the following email address support@puerhookah.co.uk to arrange the return.

12. DELIVERY

12.1 We will contact you with an estimated delivery date, which will be within 7 business days after the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order) if you are based in the UK and within 10 business days after the date of the Dispatch Confirmation if you are based outside the UK. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 19 for our responsibilities when this happens.

12.2 Delivery of an Order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time.

12.3 You own the Products once we have received payment in full, including all applicable delivery charges.

12.4 If we miss the delivery deadline as detailed in clause 12.1 for any Products then you may:(a) agree a new delivery date; or(b) cancel your Order and receive a full refund.

12.5 If you do choose to cancel your Order for late delivery under clause 9.3(b), you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us and we will pay the costs of this. After you cancel your Order we will refund any sums you have paid to us for the cancelled Products and their delivery.

13. INTERNATIONAL DELIVERY

13.1 Due to cross-border restrictions Products cannot be shipped Internationally and are sold to UK shipping addresses only.

14. PRICE OF PRODUCTS AND DELIVERY CHARGES

14.1 The prices of the Products will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However please see clause 14.5 for what happens if we discover an error in the price of Product(s) you ordered.

14.2 Prices for our Products may change from time to time, but changes will not affect any order you have already placed.

14.3 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.

14.4 The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process before you confirm your order.

14.5 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. If we mistakenly accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel supply of the Product and refund you any sums you have paid.

15. HOW TO PAY

15.1 We accept all major credit/debit cards, PayPal and Apple Pay on supported devices.
16. OUR LIABILITY

16.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.

16.2 We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

16.3 We do not in any way exclude or limit our liability for:(a) death or personal injury caused by our negligence;(b) fraud or fraudulent misrepresentation;(c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);(d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and(e) defective products under the Consumer Protection Act 1987.

17. EVENTS OUTSIDE OUR CONTROL

17.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 17.2.

17.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

17.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:(a) we will contact you as soon as reasonably possible to notify you; and(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

17.4 You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.