Terms & Conditions

  1. These terms

What these terms cover. These are the terms and conditions on which we at Hanna supply products to you. Please read them carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

  1. Information about us and how to contact us
     Who we are. We are Oakshall Ltd (t/a HannaSleep.com) a company registered in England and Wales. Our company registration number is 15028709 and our registered office is at 78 The Green, Twickenham TW2 5AG.

 How to contact us. You can contact us by writing to us at james@hannasleep.com.

 How we may contact you. If we have to contact you we will do so by writing to you at the email address, postal address or telephone number you provided to us in your order. When we use the words "writing" or "written" in these terms, this includes emails.

  1. Our contract with you
     How you order products from us. 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.

 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product(s). This might be because the product(s) is/are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product(s) or because we are unable to meet a delivery deadline you have specified.

 We amend these terms from time to time. Every time you order products from us, the terms in force at the time of your order will apply to your purchase of products from us.

  1. Our products

Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product(s) and any packaging may vary slightly from the images shown on our website.

  1. Making changes
     Your rights to make changes.If you wish to make a change to the products you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product(s), the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 7).

 Our rights to make changes. We may change the product to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements.

  1. Providing the products

 Delivery costs. The costs of delivery will be as displayed to you on our website.

 When we will provide the products. During the order process we will let you know when we will provide the products to you. This will be as soon as reasonably possible and in any event within 30 days after the day on which we accept your order unless we agree a different date with you.

 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox or left in a safe place or with a trusted neighbour as directed by you, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 12 will apply.

 Your legal rights if we deliver late. You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:
       i. we have refused to deliver the products;
       ii. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
       iii. you told us before we accepted your order that delivery within the delivery deadline was essential.

 Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 6, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 6 or clause 6.7, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please email us at james@hannasleep.com to arrange collection.

 When you become responsible for the products. The products will be your responsibility from the time we deliver the products to the address you gave us or you collect them from us or our nominated courier or delivery agent.

 When you own the products. You own the product(s) once we have received payment in full.

 What will happen if you do not give the required information to us? We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 12 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information, we need within a reasonable time of us asking for it.

 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 5 and 6.11, we will refund any money you have paid in advance for the 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.

  1. Your rights to end the contract

 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 1.1 to 7.1.4 below the contract will end immediately and we will refund you in full for any products which have not been provided (including any delivery costs) and you may also be entitled to compensation. The reasons are:
       i. we have told you about an upcoming change to the products or these terms which you do not agree to;
       ii. 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;
       iii. there is a risk that supply of the products may be significantly delayed because of events outside our control; or
       iv. you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 6)).

 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.

 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
       i. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
       ii. products which become mixed inseparably with other items after their delivery;
       iii. digital products after you have started to download or stream these; and
       iv. sealed audio, sealed video recordings or sealed computer software once these products are unsealed after you receive them.

 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receive the products, unless:
       i. 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.
       ii. 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.

 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 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.

  1. How to end the contract with us (including if you have changed your mind)
     Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

 Email. Email us at james@hannasleep.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

 By post. Print off the form at the end of these terms and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

 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. You must either post them back to us. Please email us atjames@hannasleep.com to arrange collection. 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.

 Costs of return. We will pay the costs of return if the products are faulty or misdescribed or if you are ending the contract because we have told you of an upcoming change to the product or these terms, there is an error in the pricing or description of the products, there is 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. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

 What we charge for collection. If you are responsible for the costs of return and we are collecting the product(s) from you, we will charge you the direct cost to us of collection, which will be notified to you at the time.

 How we will refund you. We will refund you the price you paid for the products including (where appropriate) delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

⦁ Deductions from refunds. If you are exercising your right to change your mind:
       i. 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 reflecting the loss in value of the products caused by you.
       ii. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer to your location (for example, if we offer delivery of a product within 5 days at one cost but you choose the next day delivery option at a higher cost, then we will only refund you for what you would have paid for the cheapest delivery option to your location).

 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 if we have not offered to collect the products, 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, otherwise it will be within 14 days of your telling us you have changed your mind.

  1. If there is a problem with the product
     How to tell us about problems. If you have any questions or complaints about the product, please email us at james@hannasleep.com

 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. The following is a summary of your key legal rights in relation to the product. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.

⦁ If your products are goods, the Consumer Rights Act 2015 says products 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:
       i. up to 60 days: if your product is faulty, then you can get a refund.
       ii. up to six months: if your faulty product can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Nothing in these terms will affect your legal rights.

 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either post them back to us or, if they are not suitable for posting, allow us to collect them from you. We will pay the costs of postage or collection (where the product is not suitable for posting). Please email us at james@hannasleep.com to arrange collection.

  1. Price and payment

 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However, please see clause 4 for what happens if we discover an error in the price of the product you order.
 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

 We will pass on any import tax charges. If you are a customer outside of the UK, or are delivering products outside the UK, if we incur any import taxes in the delivery of the products to you/your required location then you will need to pay these to us.

 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we 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 end the contract, refund you any sums you have paid and require the return of any products provided to you.

 When you must pay and how you must pay. We accept payment with [PayPal, Visa, Visa Debit, Mastercard and Maestro.You must pay for the products before we dispatch them.

 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.

  1. How we may use your personal information
     How we will use your personal information. We will use the personal information you provide to us in accordance with our privacy policy a copy of which is available on our privacy policy page and:
           i. to supply the products to you;
           ii. to process your payment for the products; and
           iii. if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

⦁ We will only give your personal information to third parties where the law either requires or allows us to do so.

  1. Other important terms
     We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
     You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Phew, thank you for understanding the need for small print.

The Hanna Sleep Team