Terms & Conditions

OVERVIEW
This website is operated by Charterhouse Aquatics. Throughout the site, the terms “we”, “us” and “our” refer to Charterhouse Aquatics. Charterhouse Aquatics offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse Service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy- https://charterhouse-aquatics.myshopify.com/pages/returns-policy

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.
We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS
Certain content, products and Services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy, which can be viewed here: https://charterhouse-aquatics.myshopify.com/pages/privacy-policy

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable.
You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Charterhouse Aquatics, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Charterhouse Aquatics and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.

SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at info@charterhouse-aquatics.com.
Our contact information is posted below:
Charterhouse Technology Ltd 
support@charterhouse-aquatics.com

14 Merchant Drive, Mead Lane, Hertford, SG13 7AY

0203 697 3750

Company Number - 02872980
VAT Number - 854458301

USER TERMS FOR KLARNA’S SHOPPING SERVICE

Highlight of changes since the last update of these Terms:

• General update of the Terms including clarification of language and structure;
• An update to the terms of the feature “Sign in With Klarna” (“SIWK”).When you use Klarna’s Shopping Service, these terms (“Terms”) apply and constitute a legally binding agreement/contract between Klarna Financial Services UK Limited (“Klarna”, “we”, “us” and “our”) and you as a user of our Service (“you”) regarding the service described below (the “Service”). Please read these Terms carefully before using the Service and print a copy for your records and future reference. Do not use the Service if you do not want to be bound by these Terms.

These Terms do not apply to Klarna's payment options. If you choose to pay with one of Klarna's payment options, there are additional Terms that apply specifically to the payment. All terms can be found at https://www.klarna.com/international/terms-and-conditions/.

By contacting our customer service you can request older versions of the terms.

1. Description of the Service

We have created the Klarna Shopping Service (“the Service”) to give you the best possible shopping experience, regardless if you shop online or in-store. The Service enables an efficient and inspiring shopping experience by offering a range of great benefits. Your shopping experience should have you in focus. That’s why we thought of you when we created the Service and all its benefits. It will simplify purchases, give inspiration and personalized offers, enable control and provide an overview of your shopping.

Product links and links to stores within the Services may be sponsored or affiliated, meaning that Klarna might earn a commission when you shop through those links.

The Service includes the following benefits:

1.1 Creation of a Klarna User Account

1.2 Autofill during check out

1.3 Payment methods displayed according to your preferences

1.4 Offers and benefits you actually like

1.5 Remember your selected card

1.6 The Klarna App

1.7 The Klarna Extension

1.8 Sign In With Klarna (“SIWK”)

1.9 Klarna Deals

1.1 Creation of a Klarna User Account

When you sign up to the Service we will create a user account for you, to give you the full potential of all the functions in the Service (“Klarna User Account”). Remember to always keep your contact information on your Klarna User Account up-to-date and add all your relevant delivery addresses.

You can choose to have your Klarna User Account remembered on a specific device, such as your mobile phone or your tablet (the “Remember me” function). You can do this on one or several of your devices. You should not use this function on shared or public devices. By using this function you will not have to login and authenticate your Klarna User Account each time you use Klarna. This will provide you with a smooth and friction free shopping experience.

The Remember me function places a device identifier, i.e. a “cookie”, on your device. You can delete all cookies on your device, which deletes our cookies as well. For more information, please see our Tracking Technology Notice.

1.2 Autofill during check out

In order for you to have a smoooth and friction free shopping experience we will remember some information about you and use that information to autofill different forms with your information during your shopping. This will enable you to save time and focus on more important stuff than filling out the same information over and over again. Let us explain in more detail how this works.

Autofill while shopping with Klarna

When using Klarna the first time you will be asked to create a Klarna User Account to make your future interaction with Klarna smoother. We will keep this information in our systems so that when you return to us or use our Service, you only need to provide some information to us. We will handle all personal information we collect in creating your Klarna User Account in accordance with our Privacy Notice.

When we are able to identify you, we may autofill some information about you in the purchase flow, such as name, address, telephone number, email, date of birth and card details. The autofill is based on the information stored on your Klarna User Account. An example of when autofill is used is when you shop directly from the Klarna App.

Autofill through input of limited information

While interacting with Klarna we may ask for information about you, such as name, address, telephone number, email, date of birth, or personal identification number. We will keep this information in our systems so that when you return to us or use our Service, you will only need to provide some of this information such as email and zip-code, or personal identification number (dependent on the country) in order for us to autofill the remaining fields with your other information.

Autofill through a Klarna cookie

An additional method we can use to autofill your information is by placing a Klarna-cookie on your device (computer, tablet, mobile phone, etc.). You may choose to store your information such as name, address, telephone number, email, date of birth, or personal identification number, and card details with Klarna. If you do so, we use the cookie to fetch that information from Klarna’s storage, and the cookie will help us to autofill them when you shop with Klarna.

For more information on our use of cookies see our Cookie Notice.

Disable autofill

If you don’t want to use the Autofill functionalities you can contact us and we will disable them. You can also disable them from the Klarna App or by adjusting your autofill settings during the purchase process. You can at any given time delete all cookies on your device, which deletes our cookie as well.

1.3 Payment methods displayed according to your preferences

We will arrange the order of your payment methods based on different factors:

• If you have chosen a payment method as your preference
• If you have previously used a specific payment method
• If we are required by law to show payment methods in a certain order.

This does not affect which payment methods are available to you, only the order in which we present them.

1.4 Offers and benefits you actually like

Klarna may present offers and benefits such as discounts, special events, priority access to products, sales promotions, store offers, samples and gifts. The offers and benefits given to you are based on, among other things, the number of purchases, the amount you have spent and/or your usage of Klarna’s services or features. In some cases of such offers and benefits, specific terms and conditions may apply. These will be provided to you in conjunction with the offer or benefit.

1.5 Remember your selected card

When you make a purchase with Klarna, you can use several different payment options, including debit, credit, or prepaid cards. If you have chosen to pay by card, we will keep your card details until you choose to delete the information or until you close your Klarna User Account. By choosing to save your card details with Klarna, you agree to Klarna charging the saved card for later purchases with Klarna. You will not be charged until you make a purchase. If the card you have chosen by default cannot be charged for a purchase, including instalment plans or subscriptions, you agree that Klarna will try to charge one of the other cards you have registered in your Klarna User Account.

1.6 The Klarna App

The Klarna App is an application accessible via your mobile devices or the web portal in your browser and is your shopping assistant. By using the Klarna App you can pay for your purchases, track your packages, get shopping tips and many more things. Some of these features are activated by downloading the Klarna App or logging in at the web portal, while others can be activated by you after login. Klarna wants to provide you with the best shopping experience and offer you the ability to search for a wide range of stores in the Klarna App. We may not have a commercial relationship with all stores shown or searchable in the Klarna App. In these cases, Klarna acts like a web browser or search engine, thereby just redirecting you to the store’s website in the integrated web browser. The exact content of features can differ between the country you use it in. To mention a few of the features we are most proud of:

• View your Klarna purchases and transactions
• Manage your payments
• Easy interaction with Klarna
• Personalised recommendations, offers and other contentExample of other features we may offer depending on the country version:
• Shopping services like search and compare functions including a shopping assistant chatbot that you can ask questions about products and that can help you find the right products, an in-app browser, an overview of stores that we think you will like
• Shop using Klarna’s payment methods - even at stores which do not yet use Klarna
• Order, delivery, or parcel tracking
• Connect your email or third-party accounts to view your orders made via stores or entities unrelated to Klarna
• Easy return handling and refunds
• Personal finance overview and management, for example, however not limited to: overview of monthly budget and spending, visualisation of the consumer’s balances (e.g. the consumer’s savings or purchases), and other spending insights
• Display and store your transactions, purchases, receipts, images and other shopping related information
• CO2 emission footprint on your purchases
• Image product search, allowing you to take a photo of a product and then browse similar products
• Create and share collections of goods or services of your choice
• Share your transactions with other Klarna users
• Share your experience and thoughts with others on stores and products you purchased by submitting a review
• An assistant that suggests helping you to fill in various information (such as payment method, card details, shipping address) by use of autofill (“Smart Suggestions”). The information that is suggested differs based on what information you have saved with us - both when using the Klarna App (including any payment method in the Klarna App) and also Klarna as a payment method at a merchant (see the Autofill section above for more information).
• View your transactions made with one of our subsidiaries Sofort GmbH, Billpay GmbH and Klarna Inc. This will only be done after you have signed up for it in the subsidiaries’ services. The transaction data (such as for example name, address, bank account number/IBAN, sort code/BIC, reason for payment, date and amount, order details) will then be submitted to Klarna.
• Simplify your third party membership or loyalty card (“Loyalty Cards”) administration with easy access to your Loyalty Card information and effortless checkout at the point of sale directly with the Klarna App (“Loyalty Cards Feature”).

The Loyalty Cards Feature does not establish any affiliation between Klarna and the issuers of the Loyalty Cards. By using the Loyalty Cards Feature, you acknowledge that Klarna assumes no responsibility for the administration or delivery of Loyalty Cards or related benefits, or any damages, claims or other liabilities arising from or in connection with your use of the Loyalty Cards.

• Resell products that you bought via Klarna at third-party resell platforms. Klarna reserves the right to, at its sole discretion and at any time, add or remove any of the available resell platforms.

If you choose to resell a product, Klarna will redirect you to a reselling platform and prefill your listing by sharing your data with the resell platform. Klarna might limit, in its sole discretion, the use of the resell functionality for certain products. In such a case, the resell functionality will not be available. You acknowledge and agree that your use of the third-party resell platform will be governed by that platform’s terms and conditions. You also acknowledge and agree that Klarna has no responsibility with respect to your use of the resell functionality, including, but not limited to, the accuracy of the product listing, resale of your product, availability of or your use of the third-party resell platform and any damages, claims, or other liability arising from, or related to, your use of the third-party resell platform.

We save information about your purchases and transactions in the Klarna App. As a part of the Service provided under these Terms, Klarna enables you to see information about your purchases and transactions in the Klarna App. 

If you want to learn more about how Klarna uses this information, and other information we have about you, please see our Privacy Policy.

The Klarna App features Promoted Content. Promoted Content is a post purchased by an advertiser that appears in the Klarna App. It may feature text, an image, a video and links to a related website of the advertiser’s choice. Promoted Content can be identified by the term Ad, Promoted or Sponsored that appears either (i) in the middle of the post, under the advertiser’s name or (ii) as a badge in the top right hand corner of the post.

The Klarna App is available through third-party distribution platforms (“Application Stores”). You may require prior registration with the relevant Application Store. Klarna has no influence on the collection, processing and use of personal data by the respective Application Store operators.

1.7 The Klarna Extension

1.7.1. Introduction

The “Klarna Extension” is a software application made available by Klarna for web browsers (web extension), In-app browser (Klarna App) and/or iOS safari browsers (mobile extension), depending on what country version of the Klarna Extension you use. The terms and conditions (“Extension Terms”) in this Section 1.8 are only applicable to your (hereinafter “Extension User” or "you") use of the Klarna Extension.

The Klarna Extension applies assorted discount coupons on the online-store presence of merchants collaborating with and selected by Klarna ("Affiliate Stores"). Klarna receives fees for referring our Klarna Extension users to Affiliated Stores, and Klarna uses a portion of those fees to pay for gift cards earned by our users through accruing points on Qualifying Purchases. A "Qualifying Purchase" shall be those purchases where the Affiliate Store offers points on the purchase. 

The Affiliate Stores available through the Klarna Extension are entirely at the discretion of Klarna and may vary from time to time. 

Any purchases that you make are directly from Affiliate Stores and not from Klarna. The Affiliate Store’s terms and conditions shall apply to purchases made on its site and Klarna shall not have any liability in relation to any products or services that you purchase.

We have no control over the contents of Affiliate Stores' websites.

Additional features in the Klarna Extension are usable subject to an additional login into the Klarna Extension (see further descriptions below).

1.7.2 General Information, Eligibility

Klarna Extension can be used on Google Chrome and other supported web browsers from time to time. The technical usability of Klarna Extension on third party web browsers is subject to the respective usage terms of these browsers and the technical limitations and specifications of any device on which Klarna Extension is to be installed.

An Extension User must be at least 18 (eighteen) years old and have a European phone number to use the Klarna Extension, in addition to the eligibility requirements and Extension Terms set forth below. By installing, activating, enabling, using, or otherwise accessing the Klarna Extension, you confirm that you are 18 years old or over and that these Extension Terms will govern your use of the Klarna Extension.

1.7.3 Klarna Extension Functions and Limitations

The Klarna Extension offers several features, some of which are only accessible to an Extension User after first registering for a Klarna Extension account. These features are split into basic functions, each a “Basic Function”, and enhanced functions, each an “Enhanced Function”. Klarna updates the Klarna Extension continuously with new and improved features and reserves the right to withdraw any of the Basic Functions or Enhanced Functions at any time.

1.7.4 Enhanced Functions Prerequisite

In order to use the Enhanced Functions, the Extension User must first create a Klarna User Account. To create a Klarna User Account, you are required to provide your contact information, e.g. a valid email address, postal address and/or an EU phone number. Klarna reserves the right to verify your eligibility to create a Klarna User Account. 

1.7.5 Klarna Extension Basic Functions

If the store you visit is one of our Affiliate Stores, when you reach the Affiliate Store’s checkout you will be notified in the browser if there are coupons available and offered the opportunity to activate the coupons. If you choose to view the available coupons, the Basic Function will then show you available coupons for the Affiliate Store.

All coupons and discounts are provided by the Affiliate Store. Coupon terms are subject to the relevant Affiliate Store’s terms and conditions. Klarna always strives to provide you with accurate coupons. However, we do not warrant or guarantee the availability of coupons or that any of the coupons or discounts are accurate, complete, up to date or error free or that any such coupons or discounts will offer the lowest price for an item. Klarna may earn a commission from your transaction.

Examples of other Basic Function(s) that may be available to you depending on your country’s version of the Klarna Extension include the following:

• Create and share collections of goods or services of your choice (wishlists).
• Our price compare tool. The price compare tool searches for better prices on the relevant Amazon website by comparing sellers for you. Please note that Amazon and Klarna are not affiliated. Prices on Amazon may change, and the results of our price comparison tool are valid only at the time the comparison is made. Klarna does not become a party to any agreement that you conclude with Amazon and is also not liable for any issues arising from contractual relationships existing between you and third parties. Klarna always strives to provide you with as complete and accurate information as possible. However, we gather information from public-domain sources. Our intention is that all the information in relation to the price compare tool should be accurate and up to date. However, we cannot guarantee the reliability or the accuracy of the information.

Klarna Reward

This function permits an Extension User to accrue points on Qualifying Purchases into a dedicated Klarna User Account within the Klarna Extension (“Points”). One Point will be the equivalent of GBP 1. The number of Points accrued on a Qualifying Purchase may be set individually by each Affiliate Store and may be changed by each Affiliate Store from time to time. 

Points can be collected by following the process set out below. You do not need to log in to the Klarna Extension at the time of purchase to collect Points, but in order to see your current Points balance or redeem such amount (subject to these Extension Terms) you need to be logged in and provide us with your name, email, and postal address - unless you have already provided that information to Klarna. 

Points are accrued on the net purchase amount. The net purchase amount for determining Points excludes taxes, fees, shipping, gift-wrapping, returns or cancellations, and extended warranties.

Points may not be allocated if all or part of your order is returned, amended or cancelled. 

In order to earn and redeem Points, the following steps must be taken: 

• Points are only earned by making online purchases of Qualifying Purchases at Affiliate Stores. Affiliate Stores may exclude certain products and purchases from the Klarna Reward Enhanced Function.
• The availability of Points for a particular Qualifying Purchase will be shown in the Klarna Extension. The Klarna Extension will show the number of Points available during the specific Extension User’s Shopping Session. A “Shopping Session” describes the uninterrupted process of product selection until payment for the Qualifying Purchase is completed on an Affiliate Store’s website.
• Once an Extension User has reached an Affiliate Store’s checkout during a Shopping Session, the Extension User may activate Points by clicking the relevant button. The Affiliate Store’s terms and conditions shall apply to purchases made on its site.
• After activating Points, an Extension User must complete the purchase in the same Shopping Session to accrue Points.
• Points cannot be redeemed retrospectively against any item(s) which you have already purchased.
• An Extension User must ensure that all technical criteria are met in order to activate and claim Points, including having cookies and java script enabled on your web browser.
• You will need to log in to your Klarna User Account from the device used for the Shopping Session within fourteen (14) days of completing each Shopping Session so that we can allocate Points to your Klarna User Account.
• A Points figure that was correctly obtained during a Shopping Session will be credited to a Klarna User Account within thirty (30) days after an Affiliate Store’s (contractual and/or statutory return policy i.e. as long as you can return the item or service you bought) period expires. During the return policy period the Points are categorised as Pending.
• The Extension User needs to collect a total amount of 25 Points (minimum) in order to redeem the Points for a gift card (the “Payout Threshold”). You must have the number of Points required for a gift card in your Klarna User Account at the time of redemption. You cannot redeem Points which have not yet been credited to your Klarna User Account.
• Subject to any other requirement in these Extension Terms, once the Extension User has reached the Payout Threshold, we will send an email to the Extension User’s registered email containing a redemption code that the Extension User may use to redeem the Points as a gift card. More information on how you do this is provided in the email you receive. Klarna may modify or add gift card providers at its discretion. The gift cards are subject to terms and conditions of the gift card provider and the relevant merchant if specified. If you have any questions related to the gift cards, you can contact our customer service and we will assist you further.
• Klarna sends emails with an offer to redeem the Extension User’s Points on a quarterly basis. Provided that you have at least 25 Points in your Klarna User Account available for redemption, you will be offered the chance to redeem your Points during the next available period. Klarna is not responsible for lost email or any other event or delay beyond the control of Klarna.

Once you have reached the Payout Threshold and we have sent you a redemption code, the redeemed Points will no longer be available in your Klarna User Account and your Points balance will be adjusted to reflect the same. 

You will be responsible for selecting a gift card. Klarna will not have any responsibility for any error you make in selecting a gift card and/or your use of that gift card.

Points:

• Can only be earned, retained or redeemed as set out in these Extension Terms;
• Cannot be used as any form of credit, debit or for any other purpose;
• Can only be redeemed for gift cards as set out in these Extension Terms; they have no redeemable cash value and cannot be exchanged for cash;
• Cannot be sold, transferred or exchanged (to other Klarna User Account or otherwise) or used for any other purpose, except as specified in these Extension Terms or otherwise in writing by Klarna; and
• Are personal to your Klarna User Account and cannot be pooled with the Points earned by another person and/or redeemed together.

If someone else accesses your Klarna User Account, then you may lose Points earned.

You can check your Points balance on your Klarna User Account at any point by logging in to your Klarna User Account in your Klarna Extension. If you decide to check your balance, you will be responsible for all connection and/or data charges you incur in doing so. Please note also that we will not be responsible for any communication failure arising from events outside of our control which, for example (but without limitation), results in you being unable to check your Points balance or your Points balance not updating or being slow to update. You can also confirm your Points balance at any time by contacting customer service. 

We reserve the right to correct or amend Points balances in your Klarna User Account or to suspend redemption codes if Points have been allocated to you in error or we reasonably consider that there has been a misuse of the Klarna Extension or an error has occurred. If you wish to query such a correction or amendment to your Points balance or suspension of a redemption code, please contact our customer service.

Klarna reserves the right to limit or terminate your Klarna User Account (including without limitation by terminating the collection of Points and/or redemption of gift cards) and/or take any other action we consider appropriate if we reasonably suspect that you are not eligible to participate in the Enhanced Functions under these Extension Terms, there is misconduct, fraudulent, unauthorised or inappropriate use of your Klarna User Account (including without limitation tampering with or duplicating Points), you have provided us with false or misleading information or you have otherwise not complied with these Extension Terms.

One-time Card

One additional Enhanced Function is the use of the One-time Card Service - one of Klarna’s available payment services. The use of the One-time Card Service is governed by the One-time Card terms available here.

Inactive Accounts

If your Account is inactive for twelve (12) consecutive months or more, then any unused or unredeemed Points will expire. You will not be able to redeem a gift card using those forfeited Points. Forfeited Points cannot be reinstated. Klarna may also cease to maintain your Klarna User Account Account records in relation to your use of the Klarna Extension and your access to the Klarna Extension. To reactivate your Account, please contact our customer service.

1.8 Sign In With Klarna (SIWK)

Sign in with Klarna (“SIWK”) helps you to easily and securely sign in to and authenticate yourself at third-party apps and services using your Klarna User account. You won't have to remember individual usernames and passwords for each app or service. These third-party apps and services are provided by companies other than Klarna. If you don’t already have an account with the third-party app or service the shared data will be used to sign-up to the service, which typically includes that a new account is created at the third-party.

When you use SIWK on a third-party app or service, Klarna will share your name and email address from your Klarna User Account to that third party. At some third-parties or services you will also have the option to share additional information at your choice. The shared data will be used by the third-party to check if you already have an existing account at the third-party and connect to it if that’s the case. If you don’t have an account on the third-party app or service the shared data will instead be used to facilitate the account creation at the third-party. If you use SIWK on a third-party app or service Klarna will continuously share the information you have approved with the third party. For example if you update the information in your Klarna User Account, Klarna will share these updates with the third-party app or service. Depending on the third-party app or service functionality enabled, SIWK might also automatically log you into your Klarna account when making a purchase with the third-party app, eliminating the necessity for a manual login through a separate authentication method.

You have the option to withdraw the third-party app's authorization to receive information from your Klarna User Account whenever you wish. This can be done through the Klarna App or by getting in touch with our customer service. Please note that this withdrawal for Klarna to share information will not affect the account at the third-party. 

When you use SIWK, Klarna does not receive access to your third-party account, nor does the third-party receive access to your Klarna User account.

Important: In addition to data shared by Klarna the third-party might request for additional information directly from you. This additional information will not be shared with Klarna. All information will be used by the third-party app or service as described in their privacy notice or elsewhere. Make sure to read them before you start using SIWK on a specific third-party.

1.9 Klarna Deals

Klarna may offer you discounts when paying with Pay Now, Pay Later and Pay in 4/3 at Klarna’s partner stores’ checkout (‘Klarna Deal’).

Klarna Deal is a discount offered by Klarna that will be automatically applied at checkout when paying with Klarna at Klarna’s partner stores (stores that offer Klarna as a payment option) through their websites or in the Klarna App. The Klarna Deals are not available through any third party websites or apps.

Each Klarna Deals are subject to specific conditions, such as the discount percentage or amount, how to redeem it and the promotion period (‘Klarna Deal Terms’).You may access the Klarna Deal Terms via email, Klarna purchase flow or in the Klarna App.

The Klarna Deal will apply to any Klarna Payment method available at the partner stores’ checkout, excluding the One-time Card. There is no requirement to use a Klarna loan product to benefit from the discount, you can pay with Klarna Pay Now.

If more than one Klarna Deal is available at the same partner store, the highest discount will apply.

The Klarna Deal will not be reflected in any receipt from the store; please check your Klarna purchase receipt. 

Klarna reserves the right to modify the Klarna Deal based on availability, store participation, or due to technical issues, as well as the right to remove the Klarna Deal from customers who are suspected to be engaging in fraud. 

Klarna may get a commission from the store.

2. Are there any costs for the Service?

Klarna grants you a non-exclusive, non-transferable, non-sublicensable right to use the Service. The Service described in these Terms including features in the Klarna App is free of charge, unless specifically indicated otherwise. If you use one of Klarna's payment options, different terms and conditions apply and interest and fees may be charged. So make sure to check the information provided for the payment method you have chosen.

3. Changes of the Service and Terms

We may make changes to these Terms from time to time, for example in case of updates of the Klarna App or the Klarna Extension. We will give you 30 days advance notice of such change. If you do not agree to the changes, you may contact customer service to terminate this Agreement. More information on how to terminate this Agreement can be found under section “Duration and termination of this Agreement” below.

4. Privacy and your personal data

How Klarna processes your personal data when we provide our services is described in our Privacy Policy. There you can also find more information about your rights regarding your personal data, as well as how you can contact us if you have any questions.

5. Your obligations

When using the Service, you should always provide correct information and use your real identity. As further described in section 12 you must keep your contact information up to date. Using information that does not belong to you, or that you are otherwise not authorized to use, or using the Service in a manner that does not comply with these Terms, will be considered a misuse. You may not use the Service in a way that violates any applicable law or to purchase any item that is illegal in your country. You may not use any software or device that is intended to disturb the Service or to extract other persons’ personal data or other data.

If you upload, share or import content to Klarna, like images, texts, reviews, receipts, information on goods, nicknames, service or deliveries, or other content, you grant Klarna a royalty-free worldwide sublicensable and transferable right to use and display the content for the purposes of delivering the Service. You acknowledge that by sharing content with others you make it publicly available, which means that information about you becomes available to others, and may be used and shared further by other individuals. You may only upload, publish or share content which you have the right to use, and which does not violate law or other regulations, these Terms or third party rights.

We have the right to remove any content uploaded or shared by you if we are required to do so by law, or believe it is offensive, unlawful, violating the rights of others, or otherwise objectionable. You are liable for any content uploaded, published or shared by you. You agree to not upload, publish or share content which is unlawful, fraudulent, abusive, threatening, violates the rights of others, offensive or criminal (such as agitation against ethnic groups, child pornography or unlawful depictions of violence) or ; transmitting content that contains viruses, Trojan horses, spyware, adware, malware, or other harmful or damaging programming; distributing unsolicited advertising (spam) or any other form of harassment. Klarna reserves the right, without obligation, to monitor, review, adjust, inactivate or remove content for the reasons mentioned above. You acknowledge and agree that if you upload, import or share content that is abusive, threatening or offensive, or violates, or Klarna may reasonably assume to significantly violate, law or your agreement with Klarna, we may terminate or deactivate your use of the Service.

You are solely responsible for your uploading, publication and sharing of content, and agree to indemnify and hold Klarna harmless from damages, loss or costs incurred by your uploading, publication or sharing of content, including in connection to third party claims against Klarna.

To the extent you cause processing of information about you by us, e.g. by uploading, publishing or sharing data in the Klarna App, about you indicating political or philosophical beliefs, trade union membership, data concerning health, biometrics, sex life or sexual orientation/practices, etc. or otherwise particularly sensitive personal data within the meaning of applicable national law, you give your explicit consent to us processing that data to perform our Service.

6. Login and security

You must keep your Klarna User Account login details safe and secure. The Service may only be used by you as the Klarna User Account holder and not by anyone else. You may not make purchases on behalf of others using the Service or your Klarna User Account. You may not grant access to the Service or your Klarna User Account to anyone else for any purpose. Any access by others shall be deemed an unauthorised access of your Klarna User Account. Any data related to misuse or suspected misuse may be retained and used for future risk assessment. Klarna also reserves the right to terminate or deactivate your use of the Service without prior notice in case of significant breach of your security obligations.

Once logged in you may be kept logged in until you actively log out or, until you have been inactive for 60 days, in which case you will be automatically logged out. To avoid unauthorised use of the Service on your behalf or unintended disclosure of your personal data, make sure only you have access to your login details and that you always log out from your Klarna User Account if you leave the computer or device unattended. You are responsible for any unauthorised use of your Klarna User Account or unintended disclosure of your personal data due to loss of login details or leaving your computer or device unattended.

Klarna has implemented additional security features to keep your account secure and prevent unauthorized access to your account. These measures also include measures to help you keep your information up-to-date, for example if Klarna notices discrepancies or changes in the Klarna User Account information not actively updated by you.

If at any time you wish to terminate your Klarna User Account, you can make a request by contacting our customer service. Alternatively, you can simply cease using your Klarna User Account. If you terminate your Klarna User Account by contacting customer service or if we terminate your Klarna User Account then we will forfeit all of your unused Points at the date of termination.

7. General

If there is a conflict in these Terms with any other terms whatsoever attached to any other advertising material in respect of the Service, these conditions will take precedence.

8. Services from other companies

For some features you have the option to use may include services provided directly to you by companies other than Klarna, such as tracking features from logistics companies. When you use such features that rely on services from other companies, you authorize Klarna to utilize those services on your behalf. We do not provide any warranty, or assume any responsibility regarding the quality, accuracy, source, merchantability, fitness for purpose or any other aspect of those third party services.

If you use Google Maps in connection with the Service, for example by searching for your address in the address bar, the Google Maps/Google Earth Terms of Service and Google's Privacy Policy apply. Furthermore, to prevent abuse of the Service, Klarna may use reCAPTCHA, and if so, Google’s Terms of Service and Privacy Policy will apply.

9. Duration and termination

This Agreement is for an indefinite period of time and continues in force until it is terminated by you or Klarna. 

You may request to terminate this Agreement at any time, for any reason, by contacting us directly. Klarna will terminate your access to the App provided that all amounts owed to us by you (including late fees) have been paid in full, and no disputes and/or refunds are in progress.

You will remain liable for all outstanding amounts that you owe to Klarna (including late fees) even after this Agreement has been terminated (by you or Klarna). In that scenario, we will provide information to you on how to make payments to us.

Klarna may at any time suspend, limit your access to our Service and/or terminate this Agreement because you have not complied with this Agreement, or where we reasonably consider it necessary to comply with our legal obligations, for example:

• For the prevention of fraud;
• To limit the risk of money laundering and/or terrorism financing;
• To protect us against any legal or regulatory risks; 
• When we reasonably suspect, or are aware, (i) that you have breached this Agreement in a material respect or (ii) of fraudulent or abusive use by you or a third party including the use of robot, spider, crawler, scraper, or other automated means or interface to access the Klarna App or extract other users’ information;
• When we otherwise reasonably consider your activity associated with the Klarna User Account to be in breach of the law; or
• When and to the extent necessary due to technical reasons, including when necessary to ensure the security of communication channels, equipment or information.

Klarna will give you a three months’ advance notice of any suspension, limitation or termination, but sometimes Klarna will not be permitted to tell you by law or as a result of a court, regulatory or public authority order or where it will prejudice any investigation.

If Klarna cannot provide the Service for any reason or ceases to provide the Service, Klarna may terminate this Agreement by providing no less than three written months’ notice. Such notice will be provided to the email address registered to the relevant Klarna User Account.

10. No right of withdrawal (“the right to change your mind”)

By entering into this agreement, you agree that the Service will commence and thereby agree that there is no right of withdrawal. However you can terminate these terms at any time.

11. Limitation of liability

Klarna and our affiliates have no liability for your use of the Service or for any product that you purchase by using our Service. This means, for example, that we have no obligation to compensate you for any direct or indirect damage, including loss of profit or claims from other parties. Information that you receive from us will not create any warranty or guarantee from us. Furthermore, we are not responsible for any financial loss based on any decisions you make using the Service, nor are we responsible for any inaccuracies in the Services.

Product specifications and other information have either been made accessible by suppliers, manufacturers, merchants, publications, publicists or been gathered from public-domain sources. The intention of Klarna is that all information on the website should be as accurate and up-to-date as possible. However, Klarna cannot guarantee the reliability or the accuracy of the information contained within its pages.
We urge our users to conduct their own research prior to purchasing from the stores listed on our service to ensure the accuracy of the prices. All the actions taken by the user of the website are the responsibility of the individual. Klarna cannot make any guarantees that any information is correct or be held liable for any actions taken based on the product and pricing information provided.

If you want to report an error or have any questions please contact Klarna at the address listed below. Merchants listed on the Klarna site are independent third parties and Klarna is not acting as a principal, agent or broker with respect to any advertisers. Your relationship with any merchant you contact through this site is solely between You and the merchant. You agree not to hold Klarna liable for any loss or damage of any sort incurred as the result of any business conducted with our merchants or as the result of the content provided by such merchants through the Site.

In other words, we provide you with access to shops, merchants and offers, but we are not involved in the supply of the products you purchase through them.

Klarna has no warranty, compensation, maintenance, support or availability obligations for the Service. Except to the extent that liability cannot be excluded or limited as a matter of law, Klarna accepts no responsibility or liability for (a) Klarna User Accounts which are created using incorrect or inaccurate information; (b) any technical malfunction, failure, error, omission, interruption, deletion, defect, delay in operation or communications, line failure, regardless of cause, with regard to any equipment, systems, networks, lines, satellites, servers, computers or providers used in any aspect of the operation of the Service; (c) inaccessibility or unavailability of any network or wireless service, the Internet and/or any website; (d) any injury or damage to any person’s computer(s) or mobile device(s) which may be related to or result from any attempt to use the Service; or (e) any matter outside of its reasonable control.

We do not exclude or limit in any way our liability to you 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; or any matter for which it would be illegal for us to exclude or attempt to exclude our liability.

12. Electronic communication

By accepting these Terms and/or using our Service, you agree that Klarna may provide all communications, payment information, terms and conditions, information we are required to provide by law, all communications regarding any complaints and other information to you electronically to the email address you have provided to us.

Keep your contact information up to date

It is your responsibility to ensure that Klarna has your current email address and mobile phone number, so that we can communicate with you electronically. Keeping your information up-to-date is also important in order to keep your account secure and to keep the access to your account. If you need to update your primary email address, please contact customer service to make the change.

Questions

If you have questions about how we communicate with you, or electronic communications in general, please contact our customer service.

13. Assignment or transfer

You agree that we may assign to any person or entity any of our rights under the agreement to which these Terms apply. Such assignment of our rights will not in any manner inhibit your statutory (consumer) rights.

You may not transfer or assign any rights or obligations you have under these terms. To the extent not otherwise already permitted by applicable law, we may transfer or assign these terms or any right or obligation under these terms at any time provided that such transfer does not alter your rights and obligations under these terms to your detriment.

You acknowledge and agree that, when using one of Klarna’s payment methods, Klarna has the sole right to receive payment from you, and such right may be assigned, pledged and/or transferred.

14. About Klarna

Klarna Financial Services UK Limited (“Klarna”), Aviation House, 125 Kingsway, Holborn, London WC2B 6NH, United Kingdom (additional contact details at https://www.klarna.com/uk/customer-service/), is registered at Companies House under registration number 14290857. Klarna Financial Services UK Limited is authorised and regulated by the Financial Conduct Authority (firm reference number 987889), including for the provision of payment services under the Payment Services Regulations 2017 (firm reference number 987816). Klarna provides both regulated and unregulated products.

15. Customer service and complaints

For complaints, the information provided on www.klarna.com applies. By using our Service you agree that Klarna provides all communication regarding complaints electronically. If you have a complaint towards Klarna, you can submit your complaint through Klarna’s customer service webpage, using the chat function or by giving us a call on (+44) 0808 189 3333.

We aim to handle all complaints promptly, effectively and in a positive manner. If we do not resolve your complaint to your satisfaction, you may, in some instances, be able to refer your complaint to the Financial Ombudsman Service by calling 08000234567 or using the online form available at https://www.financial-ombudsman.org.uk/contact/index.html or writing at Exchange Tower, Harbour Exchange, London, E14 9SR. For all other instances, you may refer your complaint to Klarna’s Complaints Adjudicator for an impartial review, using the form provided alongside your final response. For more information about how we handle complaints at Klarna, please refer to our complaints handling procedure.

16. Governing Law

This Agreement is governed by the laws of England and Wales and is subject to the exclusive jurisdiction of courts of England and Wales. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

You have the right to cancel an order within 14 working days of receipt. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 21 days of the notice of cancellation during which time you are responsible for any loss or damage. Once received in a new and unused condition we will refund the purchase price less the original carriage charges. If the goods arrive back in any less than perfect condition, they will be returned to you and no refund will be processed. 

If faulty or damaged goods are received, you must notify us within 14 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy. You must fill out a Returns request form which will be provided by a member of our customer services team. Once we have verified the damage we will supply replacements as required.

Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturers warranty and are sold as seen. 

We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufactures guarantee if the goods are returned to us within 14 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first few weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery. We cannot replace glass bulbs/tubes unless they become faulty within the initial 14 day period.