Terms of Service — Tervayne

1. Introduction

Welcome to Tervayne.

These Terms of Service govern your access to and use of our website, as well as any orders placed through our online store.

By accessing our website, creating an account or placing an order, you confirm that you have read, understood and agreed to these Terms, together with our Privacy Policy, Shipping Policy and Returns & Refunds Policy.

If you do not agree with these Terms, you should not use the website or place an order.

Nothing in these Terms limits or excludes any statutory consumer rights that cannot lawfully be restricted.

2. Business Information

This website is operated by:

Business name: [INSERT LEGAL BUSINESS NAME]
Trading name: Tervayne
Registered address: [INSERT REGISTERED BUSINESS ADDRESS]
Company number: [INSERT COMPANY NUMBER, IF APPLICABLE]
Email: [INSERT CUSTOMER SUPPORT EMAIL]

Customers should review this information before placing an order.

3. Website Use

You may use the Tervayne website only for lawful personal and shopping purposes.

You must not:

• Use the website fraudulently or unlawfully;

• Attempt to interfere with its security or operation;

• Introduce viruses, malicious code or harmful technology;

• Access restricted areas without authorisation;

• Copy or exploit website content without permission;

• Use false information when creating an account or placing an order.

We may restrict or suspend access where misuse, fraud or a security risk is reasonably suspected.

4. Customer Accounts

Customers may be able to create an account to manage orders and personal information.

You are responsible for:

• Providing accurate and current information;

• Keeping your login details confidential;

• Informing us promptly of suspected unauthorised access;

• Ensuring that delivery and contact details are correct.

Tervayne is not responsible for losses caused by a customer knowingly sharing account credentials or providing incorrect information, except where liability cannot legally be excluded.

5. Product Information

Tervayne offers carefully selected walking canes and related accessories with a focus on distinctive design, refined finishes and personal style.

We aim to ensure that product descriptions, images, materials, colours, dimensions and intended-use information are accurate.

However:

• Colours may appear slightly different depending on the customer’s screen;

• Measurements may vary slightly due to manufacturing methods;

• Decorative finishes and detailing may vary between production batches;

• Packaging may occasionally differ from the images shown;

• Product scale may appear different in photographs.

Material variations will be disclosed where they are relevant to the customer’s purchasing decision.

6. Intended Product Use

Customers must read the full product description and intended-use notice before purchasing.

Some Tervayne products may be intended for:

• Everyday walking support;

• Decorative use;

• Collecting;

• Costume or stage use;

• Formal styling;

• Display purposes.

A product described as decorative or collectible must not be relied upon as a medical walking aid, disability support product or weight-bearing mobility device.

Customers requiring medical or mobility support should select only products specifically described and certified as suitable for that purpose.

Products must be used responsibly and according to the manufacturer’s instructions.

7. Product Safety

Customers must inspect products before use and stop using any item that appears damaged, loose, cracked or unstable.

Tervayne must not be held responsible for damage caused solely by:

• Misuse;

• Unauthorised modification;

• Use outside the stated purpose;

• Failure to follow supplied instructions;

• Normal wear and tear;

• Accidental damage caused after delivery.

This clause does not affect liability that cannot legally be excluded, including liability relating to defective products or statutory consumer rights.

8. Prices and Taxes

Product prices are displayed in pounds sterling unless otherwise stated.

Prices may include applicable taxes where required. Any delivery charge or additional mandatory cost will be shown before the customer completes the order.

We may change prices at any time. Price changes will not affect orders already accepted, except where there is an obvious and genuine pricing error.

Promotional prices may be available for a limited period and may be subject to separate conditions.

9. Product Availability

All products are subject to availability.

Adding an item to the shopping basket does not reserve it.

If a product becomes unavailable after an order has been placed, Tervayne may offer:

• A suitable alternative;

• Store credit, where accepted by the customer;

• A refund.

Customers will not be required to accept an alternative product or store credit when a refund is legally due.

10. Placing an Order

The customer is responsible for checking the following before submitting an order:

• Product selected;

• Quantity;

• Colour or variation;

• Length or size;

• Personalisation details;

• Delivery address;

• Contact information;

• Total price.

Submitting an order represents an offer to purchase the selected products.

An automated order confirmation acknowledges receipt of the order but does not necessarily mean that the order has been accepted.

A binding contract is formed when Tervayne confirms acceptance or dispatches the order, depending on the wording of the order confirmation.

We may refuse or cancel an order where:

• Payment is not authorised;

• A product is unavailable;

• Customer details appear incomplete or fraudulent;

• A clear pricing or listing error has occurred;

• Delivery cannot be completed to the supplied address;

• The order breaches these Terms or applicable law.

Where payment has already been taken for a cancelled order, the appropriate amount will be refunded.

11. Payment

Available payment methods are displayed during checkout.

Payments may be processed by third-party payment providers. Their own terms and privacy practices may apply.

By submitting payment details, the customer confirms that:

• The payment method is valid;

• They are authorised to use it;

• The billing information is accurate;

• Sufficient funds or credit are available.

Tervayne does not guarantee that a bank or payment provider will approve a transaction.

12. Delivery

Available delivery methods, estimated delivery periods and charges will be displayed during checkout or described in our Shipping Policy.

Delivery estimates are not guaranteed unless expressly stated.

Customers are responsible for providing a complete and accurate delivery address.

Where an order cannot be delivered because of an incorrect address, incomplete information, repeated absence or failure to collect the parcel, the customer may be responsible for reasonable redelivery costs.

Risk in the goods passes to the customer when the goods are delivered to the customer or to a person identified by the customer to receive them.

13. Delays Outside Our Control

Tervayne is not responsible for delays caused by events outside our reasonable control, including:

• Carrier disruption;

• Customs processing;

• Severe weather;

• Transport interruption;

• Industrial action;

• Government action;

• Natural disasters;

• Widespread technical failure.

Where a material delay occurs, we will make reasonable efforts to inform the customer and explain the available options.

This does not remove any legal rights relating to late or failed delivery.

14. Cancellations, Returns and Refunds

Cancellation, return, exchange and refund procedures are described in our Returns & Refunds Policy.

Customers purchasing online may generally have a statutory right to cancel eligible orders within the applicable cancellation period.

Personalised or made-to-specification products may be excluded from change-of-mind cancellation, except where they are faulty, damaged, incorrectly supplied or not as described.

Customers must follow the return instructions supplied by Tervayne.

15. Faulty or Misdescribed Products

Products supplied by Tervayne must meet applicable statutory requirements.

If a product is faulty, damaged, not as described or unsuitable for a purpose expressly agreed before purchase, the customer may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

Customers should contact us promptly and provide photographs or videos where reasonably requested.

Nothing in these Terms removes statutory remedies available under consumer law.

16. Personalised Products

Some products may offer custom length, engraving or other personalisation.

Customers are responsible for checking all personalised information before submitting the order.

Once production has begun, personalised products may not be changed or cancelled unless Tervayne agrees otherwise.

Personalised products generally cannot be returned because the customer has changed their mind. This does not apply where the item is faulty, damaged, incorrectly personalised by Tervayne or not as described.

17. Promotions and Discount Codes

Promotional codes:

• Must be entered before checkout is completed;

• May have an expiry date;

• May apply only to selected products;

• May require a minimum order value;

• Cannot normally be exchanged for cash;

• May not be combined unless expressly permitted.

We may withdraw or correct a promotion where it has been published in error, subject to applicable consumer law.

18. Intellectual Property

All website content, including the Tervayne name, logo, product descriptions, graphics, photographs, banners, videos, copy, visual identity and website layout, is owned by or licensed to Tervayne unless otherwise stated.

You may not reproduce, distribute, modify, sell, license or commercially exploit this content without prior written permission.

Limited personal use of the website does not transfer any intellectual property rights to the customer.

19. Customer Reviews and Submitted Content

Customers may be able to submit reviews, photographs or other content.

By submitting content, the customer confirms that:

• The content is truthful;

• They own it or have permission to submit it;

• It does not infringe another person’s rights;

• It is not defamatory, abusive, unlawful or misleading.

Where permitted by law and platform functionality, the customer grants Tervayne permission to display and use submitted content for website, customer service and marketing purposes.

We may remove content that violates these Terms.

20. Third-Party Services and Links

Our website may use or link to third-party services, including payment providers, delivery companies, analytics services and social media platforms.

Tervayne does not control external websites and is not responsible for their independent content, availability or privacy practices.

Customers should review the terms and policies of relevant third parties.

21. Privacy and Personal Data

Personal information is collected and processed in accordance with our Privacy Policy.

Customer data may be used for:

• Processing orders;

• Taking payment;

• Arranging delivery;

• Customer support;

• Fraud prevention;

• Legal compliance;

• Marketing, where valid consent or another lawful basis exists.

Customers should read the Privacy Policy for full details about how their information is handled.

22. Website Availability

We aim to keep the website available and accurate, but uninterrupted access cannot be guaranteed.

The website may occasionally be suspended for maintenance, updates, security work or events outside our reasonable control.

We may update, remove or change website features without notice where this does not unlawfully affect an existing customer contract.

23. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• Death or personal injury caused by negligence;

• Fraud or fraudulent misrepresentation;

• Defective products where statutory liability applies;

• Breach of statutory consumer rights.

Subject to applicable law, Tervayne is not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from a consumer purchase.

24. Fraud Prevention

We may carry out reasonable checks to prevent fraud and protect customers.

Orders may be delayed, refused or cancelled where fraudulent activity, unauthorised payment or identity misuse is reasonably suspected.

Information may be shared with payment processors, banks, delivery partners or lawful authorities where necessary and permitted by law.

25. Complaints

Customers wishing to make a complaint should contact:

Email: suport@tervayne.com

Please provide:

• Full name;

• Order number;

• Description of the issue;

• Relevant supporting evidence;

• Preferred resolution.

We will review complaints fairly and aim to respond within a reasonable period.

26. Customer Service

For questions about products, orders, returns or these Terms, contact:

Email: [INSERT CUSTOMER SUPPORT EMAIL]

Support hours: Monday to Saturday, 9:00 am to 6:00 pm, excluding public holidays.

27. Changes to These Terms

We may update these Terms to reflect legal, operational or service changes.

The version applicable to an order will normally be the version available when the order was placed.

Continued use of the website after updated Terms are published means that the updated website-use provisions will apply from that point onwards. Changes will not remove rights already acquired under an existing order.

28. Governing Law

These Terms are governed by the laws applicable in the part of the United Kingdom where the customer resides, subject to mandatory consumer protections.

Customers may bring proceedings in the courts available to them under applicable consumer law.

29. Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

30. Entire Agreement

These Terms, together with the policies referred to within them and the information presented during checkout, form the agreement between Tervayne and the customer concerning the relevant purchase.

31. Final Provisions

By using the website or placing an order, the customer confirms that they have read and understood these Terms.

Customers should save a copy of these Terms and their order confirmation for future reference.