Terms of sale

Our checkout is not open yet. Nothing can be ordered or paid for on Evra at the moment. These terms will apply to orders placed with Evra once checkout opens.

The short version

These terms cover products sold by Evra, the ones with an "Add to basket" button.
Products with a "Buy from brand" button are sold by the brand. The brand's own terms apply to them, not these.
The total at checkout is the full price: products, any VAT and delivery.
By law, you can cancel most orders within 14 days of delivery, without giving a reason.
Sealed toiletries cannot be returned for a change of mind once you have opened the seal.
If something is faulty, you have legal rights to a refund, repair or replacement, even if you have opened it.

About these terms

These terms apply when you buy a product from Evra through our website. These are the products with an "Add to basket" button. Please read the terms before you order.

They do not apply to "Buy from brand" products. When a product has a "Buy from brand" button, you buy it from the brand on the brand's own website. The brand is the seller and its own terms of sale apply, not these. Evra is not part of that contract. See products bought from a brand.

These terms are for people buying as consumers, for their own personal use. They are available in English only.

When we accept your order, we will email you your order details and a copy of these terms, so you can keep them. [PLACEHOLDER: whether Evra keeps a copy of each order contract, and whether customers can ask to see it]

Who we are

We are [PLACEHOLDER: legal name of the business], trading as Evra. In these terms, "Evra", "we", "us" and "our" mean that business, and "you" means the customer.

Address: [PLACEHOLDER: registered or geographic business address]
Email: [PLACEHOLDER: contact email]
Phone: [PLACEHOLDER: phone number, optional. A phone line for existing orders must not cost more than a basic rate call]
Company number: [PLACEHOLDER: company number, if a limited company], registered in [PLACEHOLDER: part of the UK the company is registered in]
VAT number: [PLACEHOLDER: VAT number, if registered]

You can also reach us through our contact page.

What we tell you before you order

Before you place an order, we will tell you clearly:

the main features of each product, such as its size, ingredients or materials, and any warnings, on its product page;
who we are and how to contact us;
the total price, including any VAT and all delivery charges;
how you can pay, and any places we cannot deliver to, by the start of checkout at the latest;
how and when we will deliver;
your right to cancel, how to use it, and which products cannot be returned once opened;
your legal rights if a product is faulty;
how we handle complaints.

This information forms part of your contract with us.

How ordering works

Add products to your basket. You can change quantities or remove items at any time before you order.
Go to checkout. Enter your delivery address and choose a delivery option.
Check your order. Before you pay, we show a summary of your order and the total price. Check it carefully. You can go back and correct any mistake, such as a wrong quantity or address.
Place your order. Select the button marked [PLACEHOLDER: final order button wording, for example "Place order and pay"]. This means you are making an order that you will have to pay for.
We acknowledge your order. We email you to say we have received it. This email does not mean we have accepted your order yet.
We accept your order. The contract between you and us starts when we email you to confirm we have accepted it. [PLACEHOLDER: when Evra accepts an order, for example when payment is taken or when the order is sent]

If we cannot accept your order, we will tell you and will not charge you. If we have already taken payment, we will refund it in full. This could happen, for example, if a product is out of stock, if we cannot deliver to your address, or if there is an obvious mistake in a price.

Prices and VAT

Prices are in pounds sterling.
Prices include VAT where it applies. [PLACEHOLDER: confirm Evra's VAT status. If Evra is not VAT-registered, say that no VAT is charged]
The price you pay is the price shown when you place your order. A later price change does not affect your order.
For products sold by weight or volume, we also show a unit price, such as the price per kilogram or per litre. [PLACEHOLDER: confirm unit prices are shown on product pages before checkout opens]

We take care to show the right prices, but mistakes can happen. If we find a wrong price before we accept your order, we will contact you, and you can decide whether to go ahead at the correct price. If we accept an order where the price was obviously wrong, and you could reasonably have seen that it was a mistake, we may end the contract and refund you in full.

The total price you pay

The total shown at checkout, before you place your order, is the full amount you will pay. It includes the products, any VAT and delivery. We do not add any compulsory charge after that.

Delivery charges. UK delivery is free on orders over £30 [PLACEHOLDER: confirm the £30 free delivery threshold]. On smaller orders, delivery costs [PLACEHOLDER: delivery charge for orders up to £30]. Your basket shows the delivery charge before you go to checkout, and our delivery page lists every charge.
Optional extras. If we offer an extra, such as faster delivery, we only add it if you choose it. We never select extras for you.

Payment

Payments are handled by [PLACEHOLDER: payment provider]. You can pay by [PLACEHOLDER: accepted payment methods, once a payment provider is chosen]. We show the payment methods we accept by the start of checkout at the latest.

[PLACEHOLDER: when payment is taken, for example when you place your order]

[PLACEHOLDER: confirm that full card details are handled only by the payment provider and are never seen or stored by Evra]

Delivery

Our delivery and returns page explains where we deliver, our delivery options and charges, and how long delivery takes.

When we deliver. We deliver by the date, or within the time, we give you at checkout. If we have not agreed a date with you, we deliver without undue delay, and no later than 30 days after we accept your order.
If your order is late. If we miss a delivery date that was essential, for example because you told us so before you ordered, or we miss a further reasonable deadline you give us, you can end the contract and get a full refund.
Delays outside our control. If something outside our control delays your order, we will tell you as soon as we can and do what we can to reduce the delay. If the delay is likely to be long, you can contact us to end the contract and get a refund for anything you have paid for but not received.
Who is responsible. Your order is our responsibility until it is delivered to you, or to someone you ask us to deliver it to. [PLACEHOLDER: safe place or neighbour delivery options, if offered]
Ownership. The products belong to you once we have received full payment.

Your right to cancel

For most products, you have a legal right to cancel your order within 14 days, without giving a reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How long you have

You can cancel at any time after you place your order.
Your 14 days end 14 days after the day you, or someone you name, receive the products.
If your order arrives in more than one delivery, your 14 days end 14 days after the day you receive the last one.

You can cancel your whole order or just some of the items in it.

How to cancel

Tell us clearly, before your 14 days end, that you want to cancel. You can:

email us at [PLACEHOLDER: contact email], with your order number if you have it; or
write to us at [PLACEHOLDER: returns address].

You can use our model cancellation form, but you do not have to. Any clear message is enough. To meet the deadline, you only need to send your message before your 14 days end.

[PLACEHOLDER: if Evra adds an online cancellation form, describe it here. Evra must then confirm by email, without delay, that it has received each cancellation]

Sending products back

If the products have already reached you, send them back to [PLACEHOLDER: returns address] no later than 14 days after the day you tell us you are cancelling. Our returns guide explains how.

[PLACEHOLDER: who pays the cost of sending products back when you change your mind. If the customer pays, this must be stated here and before they order]

You can handle a product as you would in a shop, to check what it is and how it works. If you handle or use it more than that, and its value goes down as a result, we may take the loss in value off your refund.

Refunds when you cancel

When you cancel, we refund the price you paid for the products. If you cancel your whole order, we also refund the cost of standard delivery to you. If you chose a more expensive delivery option, we only refund what standard delivery would have cost. [PLACEHOLDER: confirm how delivery charges are refunded when only part of an order is cancelled]

If we have not sent your order yet, we refund you within 14 days of the day you tell us you are cancelling.
If you have received the products, we refund you within 14 days of the day we get them back, or the day you show us proof that you sent them, if that is sooner.

We refund you using the payment method you used, unless you agree to something else. There is no fee for a refund.

Refunds for faulty products follow different rules, explained in your rights if something is wrong.

Products you cannot return once opened

The right to cancel does not apply to:

sealed products you unseal after delivery, where they cannot be returned for health protection or hygiene reasons. This can include toiletries such as deodorant, body wash or baby wash. If the seal is unbroken, you can cancel as normal;
products that can go off or expire quickly, such as some foods;
products made to your specification or clearly personalised for you;
products that, by their nature, become mixed with other things after delivery and cannot be separated.

We will say on the product page if a product has a hygiene seal, or cannot be returned for another of these reasons. [PLACEHOLDER: add this note to every affected product page before checkout opens]

These exceptions only affect your right to change your mind. If a product is faulty or not as described, you keep all the rights below, even if you have opened it.

Your rights if something is wrong

Under the Consumer Rights Act 2015, every product we sell must be:

of satisfactory quality, so not faulty or damaged;
fit for purpose, including any particular purpose you told us about before you ordered;
as described, so it matches our product page and anything else we told you about it.

If a product does not meet these standards, the law gives you these remedies:

Your remedies for a faulty product, by time since delivery
When	What you can ask for
Up to 30 days after delivery	Reject the product and get a full refund. For products that are not expected to last that long, such as some foods, this period can be shorter.
After 30 days, or sooner if you prefer	A repair or a replacement, free of charge, within a reasonable time and without significant inconvenience to you.
If a repair or replacement is not possible, takes too long, or does not fix the problem	A price reduction, or reject the product and get a refund. If this happens more than 6 months after delivery, the refund can be reduced to reflect the use you have had.

If you ask for a repair or replacement within the first 30 days, the 30 days pause while we deal with it. When you get the product back, you have the rest of the 30 days, or 7 days, whichever is longer, to reject it if the problem is not fixed.
If a fault shows up within 6 months of delivery, the law assumes it was there when the product was delivered, unless we can show otherwise.
When you are due a refund, we pay it within 14 days of agreeing that you are entitled to it. There is no fee.
We pay the reasonable cost of returning a faulty product to us.
These rights do not cover damage caused by misuse or accidents, or by not following the instructions on the label, or a problem we told you about before you ordered.

These are your legal rights. Nothing in these terms takes them away or limits them. Citizens Advice can give you free, independent advice about them.

Faulty, damaged or wrong products

If a product arrives damaged, develops a fault, or is not what you ordered, please contact us as soon as you can at [PLACEHOLDER: contact email]. Tell us your order number and what is wrong. A photo helps us sort it out quickly, but you do not have to send one.

We will tell you how to send the product back, at our cost. [PLACEHOLDER: how faulty products come back to Evra, for example a prepaid returns label or a collection] You can then choose a remedy, as explained in your rights if something is wrong.

If you think a product is unsafe, stop using it and tell us straight away. We will look into it with the brand.

Our responsibility for loss or damage

If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss or damage is foreseeable if it is obvious that it will happen, or if you and we both knew it might happen when the contract was made. We are not responsible for loss or damage that is not foreseeable.

We do not exclude or limit our responsibility where the law does not allow it. This includes:

death or personal injury caused by our negligence, or by the negligence of our employees or agents;
fraud or fraudulent misrepresentation;
breaking your legal rights in relation to the products, explained above;
defective products, under the Consumer Protection Act 1987.

We sell products for domestic and private use. If you use them for a business, we are not responsible to you for any loss of profit, loss of business or loss of business opportunity.

Complaints

If you are unhappy with an order or with our service, please tell us so we can put it right. Use the complaints route on our contact page, or email [PLACEHOLDER: contact email].

[PLACEHOLDER: how quickly Evra will acknowledge a complaint and reply in full]

If we cannot settle your complaint between us, [PLACEHOLDER: whether Evra uses an accredited alternative dispute resolution (ADR) provider. If it does, name the provider and link to its website. If it does not, say so]. We will also tell you this in our final reply to your complaint.

You can also take your claim to court. See which laws apply.

Which laws apply

These terms are governed by the law of England and Wales. [PLACEHOLDER: confirm the governing law and courts with a solicitor]

You can take legal action about your order in the courts of England and Wales. If you live in Scotland, you can choose the Scottish courts instead. If you live in Northern Ireland, you can choose the courts of Northern Ireland instead.

This does not take away any protection you have under the consumer law of the part of the UK where you live.

Changes to these terms

We may update these terms, for example when the law changes or when we change how we sell. The date at the top of this page shows when they last changed. The terms that apply to your order are the ones shown when you placed it, and we email you a copy when we accept your order.

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