Scope of Application
Welcome to our RockyWood website. (the "RockyWood Energy’’, "we", "us" or "our") provides the services available on the Site to you subject to the following terms and conditions (the "Terms and Conditions"). By accessing or using the Site, you are acknowledging that you have read, understood, and agreed, without limitation or qualification, to be bound by these Terms and Conditions. Please note that if you visit one of our other regional Sites, you are subject to the terms and conditions applicable for that Site and we suggest that you consult such terms and conditions.
To be eligible to purchase goods on this Site and to lawfully enter into and form contracts on this Site under EEU law you must: (a) be aged 18 or older; and (b) register on the Site; and (c) be the holder of a valid debit/credit card.
This contract shall be concluded in English.
All prices indicated for products available via the Site are inclusive of VAT (where applicable) at the current rates and delivery charges may apply. The total cost of your order is the price of the products ordered and delivery charges.
5. Product Descriptions
We will take all reasonable care to ensure that all details, descriptions, images and prices of products appearing on the Site are correct at the time when the relevant information was entered onto the system; however, to the extent permitted by applicable law, we do not warrant that the product descriptions, colours or other content available on the Site are accurate, complete, reliable, current, or error-free. Although we aim to keep the Site as up to date as possible, the information including product descriptions appearing on this Site at a particular time may not always reflect the product exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy. See Section 7 below.
6. Purchase Related Policies
The products and services available on the Site, and any samples thereof we may provide to you, are for personal use only. You may sell or resell any of the products or services, or samples thereof; you purchase or otherwise receive from us. Please note that samples are subject to availability.
We reserve the right, with or without notice, to cancel or reduce the quantity of any orders that we believe, in our sole discretion, may result in the violation of our Terms and Conditions.
7. Placing an Order and Order Acceptance
Our preferred way of placing an order is via our website checkout process, where you can follow the steps until conclusion of order payment.
Your order also can be placed via email to firstname.lastname@example.org. Once you have placed your order, we will send to you an email acknowledgement providing you with the details and value of your order, and payment instructions.
Unless we have notified you that we do not accept your order or you have cancelled your order in accordance with the Cancellation section of the Site , our acceptance of your order and the completion of the contract between you and us will take place when we have dispatched the goods ordered by you.
If you require a VAT invoice, please contact us via email@example.com.
If you require any information regarding your order(s) please contact Customer Services on the following number (open 9am-5pm Mon-Fri) 073 66474793.
If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this.
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
· Item(s) not available.
· Difficulty in processing payment information.
· Cannot deliver to address provided.
· A duplicate order was placed.
If your order is cancelled by us, you will receive an email to explain the reason for the cancellation. Your original payment method will be refunded for the appropriate amount.
If you wish to change or cancel your order prior to dispatch please call our Customer Services Team on 073 66474793. or email us at firstname.lastname@example.org with your order number, to discuss what practical options are available to you. Please note as we generally process orders very quickly and dispatch orders within 1- 2 days, it may not be possible to prevent your order from being dispatched. In this instance, please return your order once received in accordance with our Returns Policy
You may pay using any of the methods specified in the Payment section of this Site. You confirm that the credit or debit card that is being used is yours.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses or does not, for any reason, authorise payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery.
9. Title to Goods
We will retain the legal ownership of the goods until full payment has been made by you and such payment has been received by us. Legal ownership of the goods will immediately revert to us if we refund any such payment to you.
10. Risk of Loss
Risk in the goods will pass to you upon delivery to you.
We will deliver the goods in accordance with the delivery option selected by you during the order process. Any delivery timescale quoted to you are indicative only. Orders may be delivered in one or more parts. We do not accept any liability whatsoever for delayed delivery caused by any third party.
12. Acceptance of Goods
Upon receipt, you must inspect the goods. You will be deemed to have accepted the goods unless you notify us that you have cancelled the order and/or you return the goods in accordance with the Returns Policy & Procedure. If no such action is taken, we shall not be obliged to accept any rejection of the goods at a later date. Your statutory rights are not affected.
If you have not received the entire order as detailed in the order confirmation email sent to you when an order is received, please contact Customer Services on the following number (open 9am - 6pm Monday to Friday) 073 66474793 or email email@example.com.
13. Intellectual Property
All content available on the Site, including, but not limited to, text, graphics, logos, button icons, images, audio/video clips, data compilations, and software, and the compilation thereof (collectively, the "Content") is the property of RockyWood Energy Limited, our affiliates, our partners or our licensors, and is protected by international copyright laws. The trademarks, logos, and service marks displayed on the Site (collectively, the "Trademarks") are the registered and unregistered marks of RockyWood Energy Limited, our affiliates, licensors or partners, in the UK and other countries, and are protected by international trademark laws. All other Trademarks not owned by us, our affiliates, partners or licensors that appear on the Site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by us. Except as set forth in the limited license in Section 9 above, or as required under applicable law, neither the Content, the Trademarks, nor any other portion of the Site may be used, reproduced, duplicated, copied, sold, resold, accessed, modified, or otherwise exploited, in whole or in part, for any purpose without our prior written consent.
14. Limited License
We grant you a limited, revocable, and non-exclusive license to access and make personal use of the Site. This limited license does not include the right to: (i) frame or utilise framing techniques to enclose the Site or any portion thereof (ii) modify or download the Site or its contents (except caching or as necessary to view content); (iii) make any use of the Site or its Content other than personal use; (iv) create any derivative work based upon either the Site or its Content; (v) collect account information for the benefit of another party; (vi) use any meta tags or any other "hidden text" utilising our name or the Trademarks; or (vii) use software robots, spiders, crawlers, or similar data gathering and extraction tools, or take any other action that may impose an unreasonable burden or load on our infrastructure. We also grant you a limited, revocable, and non-exclusive license to create a hyperlink to the home page of the Site for personal, non-commercial use only. A website that links to our Site (i) may link to, but not replicate, our Content; (ii) may not imply that we are endorsing such website or its services or products; (iii) may not misrepresent its relationship with us; (iv) may not contain content that could be construed as distasteful, obscene, offensive or controversial, and may contain only content that is lawful and appropriate for all ages; (v) may not portray us or our products or services, in a false, misleading, derogatory, or otherwise offensive or objectionable manner, or associate us with undesirable products, services, or opinions; (vi) may not use any Trademark without express written permission; and (vii) may not link to any page of the Site other than the home page. We may, in our sole discretion, request that you remove any link to the Site, and upon receipt of such request, you shall immediately remove such link. Any unauthorised use by you of the Site terminates the limited license set forth in this Section 8 without prejudice to any other remedy provided by applicable law.
15. Your Obligations and Responsibilities
16. Your Account
You are responsible for ensuring that the personal information you provide to us is up to date. If your personal information changes then please notify us immediately by contacting Customer Service on the following number (open 9am - 5pm Monday to Friday) 073 66474793 or email firstname.lastname@example.org.
Alternatively, you can update your details through the "my account" page, when it applies.
You are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measures to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. If you have reason to believe that your password has become known to somebody else, or is likely to be used in any way that is unauthorised by you, you should contact us immediately. If you forget your password, we will reset it upon your request and send it to the email address, which you specified when you registered.
Your account can be cancelled at any time by contacting Customer Services on the following number (open 9am - 5pm Monday to Friday) 073 66474793 or email email@example.com .
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
We reserve the right to refuse service and/or terminate accounts without prior notice if you violate these Terms and Conditions or if we decide, in our sole discretion, that it would be in RockyWood’s best interests to do so.
17. Third Party Links
We are not responsible for the content of any off-Site pages or any other Sites linked to or from the Site. Links appearing on the Site are for convenience only and are not an endorsement by us, our affiliates or our partners of the referenced content, product, service, or supplier. Your linking to or from any off-Site pages or other Sites is at your own risk. We are in no way responsible for examining or evaluating, and we do not warrant the offerings of, off-Site pages or any other Sites linked to or from the Site, nor do we assume any responsibility or liability for the actions, content, products, or services of such pages and Sites, including, without limitation, their privacy statements and terms and conditions. You should carefully review the terms and conditions and privacy policies of all off-Site pages and other Sites that you visit.
19. Representations and Warranties; Limitation of Liability
THE SITE IS PRESENTED "AS IS." WE MAKE NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WHATSOEVER, EXPRESS OR IMPLIED, IN CONNECTION WITH THESE TERMS AND CONDITIONS OR THE SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE, EXCEPT TO THE EXTENT SUCH REPRESENTATIONS AND WARRANTIES ARE NOT LEGALLY EXCLUDABLE. YOU AGREE THAT, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, WE WILL NOT BE RESPONSIBLE OR LIABLE (WHETHER IN CONTRACT, TORT OR OTHERWISE), UNDER ANY CIRCUMSTANCES, FOR ANY (a) INTERRUPTION OF BUSINESS; (b) ACCESS DELAYS OR ACCESS INTERRUPTIONS TO THE SITE; (c) DATA NON-DELIVERY, MISDELIVERY, CORRUPTION, DESTRUCTION OR OTHER MODIFICATION; (d) LOSS OR DAMAGES OF ANY SORT INCURRED AS A RESULT OF DEALINGS WITH OR THE PRESENCE OF OFF-SITE LINKS ON THE SITE; (e) COMPUTER VIRUSES, SYSTEM FAILURES OR MALFUNCTIONS WHICH MAY OCCUR IN CONNECTION WITH YOUR USE OF THE SITE, INCLUDING DURING HYPERLINK TO OR FROM THIRD PARTY SITES; (f) ANY INACCURACIES, OMISSIONS OR MISLEADING, FALSE OR DECEPTIVE STATEMENT IN THE CONTENT; OR (g) EVENTS BEYOND OUR REASONABLE CONTROL. FURTHER, TO THE FULLEST EXTENT PERMITTED BY LAW WE WILL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) RELATED TO THE SITE REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL OUR MAXIMUM AGGREGATE LIABILITY EXCEED ONE HUNDRED STERLING AS APPLICABLE OR THE VALUE OF THE GOODS ORDERED WHICHEVER IS GREATER. BECAUSE SOME COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, IN SUCH COUNTRIES, OUR LIABILITY IS LIMITED TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.
You agree to defend, indemnify and hold us harmless for any loss, damages or costs, including reasonable attorneys' fees, resulting from any third-party claim, action, or demand resulting from your use of the Site. You also agree to indemnify us for any loss, damages, or costs, including reasonable attorneys' fees, resulting from your use of software robots, spiders, crawlers, or similar data gathering and extraction tools, or any other action you take that imposes an unreasonable burden or load on our infrastructure.
If you wish to complain about any matter in respect of the goods please contact Customer Service on the following number (open 9am - 5pm Monday to Friday) 073 66474793 or email firstname.lastname@example.org.
Your use of this Website and any purchase by you of any goods from RockyWood UK shall be governed by English law and the parties hereto submit to the exclusive jurisdiction of the English courts.
Effective Date: 01/09/2014
Information We Collect
We may obtain personal information about you from various sources. We may collect this information when you provide it at one of our counters, stores, on our site, our social media platforms, our social networking or mobile applications, or at one of our events. When you visit this site, our social media platforms, or social networking or mobile applications, we may also collect certain information by automated means, using technologies such as cookies, web server logs and web beacons.
Information You Provide
You may choose to provide personal information to us in a number of ways, such as when you participate in an offer or promotion, or when you make a purchase on our site, at our counters or in our stores. The type of personal information you may provide to us includes:
Contact information (such as name, postal address, email address, and mobile or other phone number)
Age and date of birth
Username and password
Payment information (such as your payment card number, expiry date, delivery address, and billing address)
Your skincare concerns
Contact information for friends or other people you would like us to contact
Content you provide (such as photographs, videos, reviews, articles and comments)
Information provided to us by social networks or mobile applications when you visit our social media platforms or use one of our social networking or mobile applications (such as your name, profile picture, likes, location, friend list and other information described in the social networking application sign-up page, or your geo-location details when using one of our mobile applications)
How We Use The Information
We may use the information you provide to:
Send you promotional materials or other communications
Provide services to you
Process your payment and/or gift card transactions
Create and manage your online account
Respond to your enquiries
Communicate with you about, and administer your participation in, special events, prize promotions, programmes, surveys and other offers
Operate and communicate with you about our social networking or mobile applications
Operate, evaluate and improve our business (including developing new products and services; enhancing and improving our services; managing our communications; analysing our products; performing data analytics; and performing accounting, auditing and other internal functions)
Comply with applicable legal requirements, relevant industry standards and our policies
We also may use the information in other ways for which we provide specific notice at the time of collection.
Information We Collect by Automated Means
When you visit this site or our online advertisements, or use one of our social networking or mobile applications, we collect certain information by automated means, using technologies such as cookies, web server logs and web beacons.
Technologies We Use
Cookies, Web Server Logs and Web Beacons
Cookies are small text files that websites send to your computer or other Internet-connected device to uniquely identify your browser or to store information or settings in your browser. Your browser may tell you how to be notified when you receive certain types of cookies and how to restrict or disable certain cookies. Please note, however, that without cookies you may not be able to use all of the features of our website.
In conjunction with obtaining information through cookies, our web servers may log details such as your operating system type, browser type, domain, and other system settings, as well as the language your system uses and the country and time zone in which your device is located. The web server logs also may record information such as the address of the web page that linked you to our site and the IP address of the device you use to connect to the Internet.
To control which web servers collect this information, we may place tags on our web pages called "web beacons". These are computer instructions that link web pages to particular web servers and their cookies.
Third Party Web Analytics Services
We may use third party web analytics services on this site, our social media platforms, or our social networking or mobile applications, such as those of Coremetrics and Google Analytics. The service providers that administer these services use technologies such as cookies, web server logs and web beacons to help us analyse how visitors use the site. The information collected through these means (including IP address) is disclosed to these service providers, who use the information to evaluate use of the website. You may deactivate the ability of Coremetrics to analyse your browsing activities on this site.
Your cookie settings
Cookies are very small text files that are stored on your computer when you visit some websites.
For example, if you set the slider to the first position, strictly necessary & Performance, only those strictly necessary and performance-related cookies will be stored on your computer, and you may otherwise lose other functionalities of the site that the other cookies would provide.
This website will:
Remember what is in your shopping basket
Store custom user preferences and personalisation data
Provide you with live, online chat support
Allow you to share pages with social networks like Facebook
Send information to other websites so that advertising is more relevant to you
How We Use the Information Collected by Automated Means
We may use the information collected through automated means on this site to deliver personalised content, for market research, data analytics and system administration purposes, such as to determine whether you've visited us before or are new to the site, and for compliance with our legal obligations, policies and procedures, including compliance with relevant industry standards and the enforcement of our Terms and Conditions. We also may use the information in other ways for which specific notice is provided at the time of collection.
Information We Share
We do not rent lists, sell or otherwise disclose personal information we collect about you, except as described here. We may share your personal information with:
Service providers who perform services on our behalf based on our instructions. We do not authorise these service providers to use or disclose the information except as necessary to perform services on our behalf or comply with legal requirements. Examples of these service providers include entities that process credit card payments, fulfil orders, and provide web hosting and marketing services.
Other third parties with your consent (e.g., some of our Facebook applications may share information collected through those applications with your Facebook friends or other Facebook users).
In addition, we may disclose information about you (i) if we are required to do so by law or legal process, (ii) to law enforcement authorities or other government officials, or (iii) when we believe disclosure is necessary or appropriate to prevent physical harm or financial loss, or in connection with an investigation of suspected or actual fraudulent or illegal activity.
Your Rights and Choices
We offer you certain choices in connection with the personal information we collect from you, such as how we use the information and how we communicate with you. To update your preferences, ask us to remove your information from our mailing lists or submit a request, please contact us as specified below.
You can at any time tell us not to send you marketing communications by email to email@example.com
You can ask RockyWood to stop sending you marketing communications by postal mail by following the instructions that may be included in a particular promotion. You also can request that we refrain from sending you promotional postal mail by contacting us as indicated below.
Social Networking Application Opt-Out
To remove or delete our apps from your social networking account, follow the instructions from the social network:
Facebook: Link provided by the Facebook Help Center.
Geo-Location Information through Mobile Applications
When you use one of our mobile applications, you may be asked for your geo-location. You may choose not to share your geo-location details by adjusting your mobile device's location services settings. To decline from sharing your geo-location details, follow the instructions on your mobile device on changing the relevant settings; otherwise, please contact your service provider or device manufacturer.
You may withdraw any consent you previously provided to us, or object at any time on legitimate grounds, to the processing of your personal information. We will consider your request and, as required by applicable, apply your preferences going forward, within a reasonable amount of time. Even where you withdraw your consent, we may still process your personal data for limited purposes, for example, to give effect to your request, or to safeguard our business. In some circumstances, withdrawing your consent to our use or disclosure of your personal information will mean that you cannot take advantage of some of our products or services.
Reviewing, Updating and Modifying Personal Information
Subject to applicable law, you may have the right to request access to and receive details about the personal information we maintain about you, update and correct inaccuracies in your personal data, and have the information blocked or deleted, as appropriate. The right to access personal information may be limited in some circumstances by local law requirements. You may request to review, change or delete your personal information by sending an email to firstname.lastname@example.org
How We Protect Personal Information
We maintain appropriate administrative, technical and physical safeguards designed to protect the personal information you provide against accidental, unlawful or unauthorised destruction, loss, alteration, access, disclosure or use.
Links To Other Websites
Our website may provide links to other websites for your convenience and information. These websites may operate independently from us. Linked sites may have their own privacy notices or policies, which we strongly suggest you review if you visit any linked websites. To the extent any linked websites you visit are not owned or controlled by us, we are not responsible for the sites' content, any use of the sites, or the privacy practices of the sites.
How To Contact Us
Customer Care Center
RockyWood Energy UK
44 Moffat Road
Tooting - London
Returns & Exchanges
RockyWood® UK Online Returns Policy & Procedure
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund within 14 working days from delivery.
Within the order packaging, you will find a Returns Note with details of your order together with details of our returns process. Alternatively, you can use the Cancellation Form to cancel an order. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by email on email@example.com.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us at our distribution centre within 14 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by email on firstname.lastname@example.org .
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.
Returns for purchases made online will not be accepted for return or exchange at an RockyWood® Counter.
This policy does not affect your rights under law as a consumer, which apply in addition.
THE RETURNS PROCESS
To return your order:
STEP ONE — Completing the Necessary Documentation
Complete the Cancellation Form or Returns Note enclosed in your order with all required information. If you have not received this document, please contact Customer Services by email on email@example.com with your order details.
Carriage and charges for parcels are the responsibility of the customer.
STEP TWO — Returning the Product
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our distribution centre within 14 working days of delivery to you or you’re notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP THREE — Processing the Refund
If you have chosen a refund for your returned product, we will process the calculated refund within fourteen (14) days of receiving your returned goods provided that you have returned the goods to us at our distribution centre within 14 working days from delivery to you or you’re notifying us of cancellation. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement on your Returns note, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.