terms of service
These terms of service were last updated on 30th June 2023.
The whole document shall form the terms of service for using our website, purchasing any products from this website and/or accessing our customer account pages. Please read these terms of service fully and carefully before using www.smolproducts.com (the site) and the services, features and content, applications or products offered by smol Ltd.
These terms of service govern you – a customer (past, current or potential) and/or a viewer of the website (“you”, “your”) relationship with smol Ltd (trading as smolproducts.com), a company registered in England, whose registered office for correspondence is Griffin House, 135 High Street, Crawley RH10 1DQ, company number: 10626548 (“smolproducts.com”, “smol Ltd”, “smol”, “us”, “we”, “our”), your customer account pages (the functional areas of the website, pages at smolproducts.com; where you can add and edit information customised to you), all subscriptions you make for smol products advertised for sale by us (the “products”) via the website, and all communications with you (“communications”) (including but not limited to emails from us to you, printed material that will accompany your orders, labelling etc on the products).
We reserve the right to change our terms of service. From time to time we will change the terms of service so please continue to check the terms of service when you use or access the site. The terms of service concerning your access and use of the website are the version that is displayed on the website at each date you access and/or use the website. If you do not wish to accept our terms of service you must discontinue use of the website. Your continued use of the website, and your continued subscription after we make any changes establishes your acceptance of any changes. If you disagree with the changes, you must cancel your subscription. Details of how to cancel are described below.
Please refer to the FAQ section on the website for additional information.
This website and our communications are created for access in the UK. Any users that are in a jurisdiction where the site’s publication or availability is prohibited must not access the website. Those who do access the website do so on their own initiative.
By giving us your email address (by willingly creating your customer account with us, and / or purchasing products through us) you agree to receiving electronic communication directly from us. This communication can be directly related to your purchase or direct marketing from us.
When using our website functions (including the function where you enter your details about your laundry and/or dishwashing habits), using the customer account pages or emailing us, you are communicating with us electronically. You agree to receive communications from us electronically. All information, notices, disclosures and agreements we communicate to you via email or via the website, are considered in writing.
Account Registration and Management
To purchase any products, we require you to register with us using the method defined on our website. Registering with us will generate a customer account (“customer account”, “account”, a unique username with associated information) for you. This gives you access to the customer account pages, and means you can purchase products from us.
You must be at least 18 years of age to register with us upon the date of registration. By registering with us and agreeing to these terms and conditions, you warrant and represent to us that you are at least 18 years of age. If you are under 18, you may not under any circumstances or for any reason, use the services. We may, in our sole discretion, refuse to offer the services to any person or entity and change our eligibility criteria at any time. The services are offered for your use, and not for the use or benefit of a third party.
You must ensure that the details you provide us, via the customer account pages or any other communication (including email) are correct and complete. Please note that we cannot be held responsible if you enter an incorrect email address with any misspellings or other errors. For security reasons we are unable to cancel or make amends to accounts where you cannot verify the exact email address you set the account up with.
You must promptly inform us of any changes to the information that you supplied to us – you can do this by accessing the customer account pages. This includes your payment details. If we are not able to take payment from your card we are not able to process your order.
If you need the changes to take effect before your next order you must ensure the changes are made via the customer account pages more than 24 hours before your order is due to be charged.
All accounts are non-transferrable and you cannot transfer, trade, assign or sell your account with smolproducts.com to any other party.
You must not allow any other person to use your account to access the website.
You can access details regarding your subscription and delivery plan with smolproducts.com by logging into your customer account and clicking onto the relevant section of the website.
You agree not to impersonate any other person whilst using our website. You also agree not to conduct yourself in an offensive, unlawful, illegal, fraudulent, immoral or harmful manner whilst using our website.
You may not use our site for illegal purposes or in any way that may harm our name or reputation.
Password and Security
When you register for an account with us on our website you will be asked to choose a user ID and password which is associated with your customer account. You are liable to create a secure password and keep this confidential.
You are liable for all purchases made on your smolproducts.com account.
You are liable for all actions and any changes to your account in the customer account pages of smolproducts.com (including [but not limited to] change of postal delivery address and delivery instructions).
You must notify us in writing immediately if you suspect or become aware of any disclosure of your password, unauthorised access to your account and/or use of your smolproducts.com customer account.
You must not use any other person’s account to access the website (unless you have that person’s express permission to do so).
We can only register one person per account, and for security purposes you may be asked for confirmation of your details if you contact us to discuss your account.
Your smol Plan
When signing up for a smol plan you are agreeing to our regular tailored service of your selected smol products delivered to your named delivery address. You are also accepting all safety issues noted on our website and in doing so will also agree to take responsibility for the safety of these goods once delivered to your stated delivery address.
You must have an account to order and purchase products from us.
You must have correct, accurate and valid card payment details entered on your customer account.
When you register for an account, you will automatically be subscribed to a regular order and delivery of products from smolproducts.com
The smol plan is a tailor-made subscription based on criteria you specified about your household and personal care patterns on www.smolproducts.com upon completion and registration of your customer account and as stated at the checkout of a product.
The total price paid by you for the smol plan includes VAT.
The cost will be displayed on the website prior to you confirming your order. At this point, you can change your details and the details of your deliveries before continuing with the order and purchase. The total price of your past and future orders is also visible in your customer account pages.
We reserve the right to vary the contents of your order without notice and at our sole discretion.
You can manage your future orders with us through your customer account.
The total price will be charged to the payment card we hold on your account for you at the time of the order processing for each specific order.
Your subscription to smolproducts.com will remain in effect until you cancel it. Details of how to cancel your subscription can be found in the FAQ section on our website.
If you cancel your smol plan and subsequently reactivate at a different time the price for the smol plan subscription may be a different price than the price in effect for the smol plan at the time of cancellation.
Once you have received an email to state your first standard (not starter) pack is due to process in 3 days’ time (representing the start of your ongoing plan), you can cancel your smol plan online via your account. Alternatively please email us with your name and address.
The estimated charge date for upcoming orders is visible on your customer account (see the ‘your deliveries’ schedule). Your subscription must be cancelled at least 24 hours before your next scheduled charge date. Orders will still be charged and delivered if your notification of cancellation is less than 24 hours before your next scheduled charge date.
Deliveries and Returns
Products ordered from us will be delivered by our partners.
Proof of delivery is only obtained under some circumstances.
Your trial packs will be delivered within a few days of confirmation of your first order. Future deliveries run on a regular schedule according to the information supplied to us by you upon registration. Your delivery schedule is visible to you in the customer account on the website.
Actual delivery times can vary based on your location, and circumstances impacting delivery that are out of our control (including public holidays and force majeure scenarios).
You will not hold us liable for any delays that are out of our control.
You must report missing or undelivered deliveries promptly by emailing us at firstname.lastname@example.org
Please ensure that your address and contact details are kept up to date as referred to in the Account Registration and Management section of these terms of service.
If you're not satisfied with the products you receive from smolproducts.com and wish to return any product to us please use the following steps:
- Email us at email@example.com from the email address associated with your customer account. Please include details of the product that you wish to return and your reason for returning the product. Please do this within 7 working days of receipt of the product from us.
- If we require the products to be returned to us, we will communicate this to you. Please take reasonable care of the products whilst they are in your possession prior to any return. The pack must remain unopened with the tamperproof perforations fully intact. We will inspect the products upon their arrival back to us.
- We may request further information from you regarding the product’s return.
- If a fault is agreed on our part, and/or refund agreed, we will aim to refund you within 10 business days. The refund will cover the cost of the products being returned.
For deliveries which have subsequently been returned to us due to either:
- Non-collection from the post office
- Customer delivery address entered incorrectly
The delivery can be refunded or resent, however a £1 contribution towards re-postage will need to be charged.
Termination or Refusal by us
We reserve the right to suspend, refuse or cancel your account and/or subscription orders at any time in our sole discretion without notice or explanation. If we do this, you will only be charged for orders that have been shipped to you.
Introductory/Member Offers and Discounts
From time to time we may present special offers to new and/or existing customers.
Where we make such offers, introductory offers are only available to new users of the website. Users who have previously registered for the smol plan do not qualify for an additional offer, unless expressly stated. “Users who have previously registered” refers to any combination of: a user with a user account at smolproducts.com, a credit or debit card, a credit or debit card holder, a delivery address, a cardholder address, or a household, who has previously made use of the smolproducts.com service.
At our sole discretion, we may restrict who may enter into offers for any reason.
Unless explicitly stated otherwise, all offers are limited to one per household.
We may cancel any special offer, introductory offer or discount at any time without notice or explanation.
Promotional discounts and offers are available for limited time periods only.
Delivery charges may apply to trial orders.
The Friend Get Friend scheme allows existing smolproducts.com customers to share their unique Friend Get Friend codes with their friends, enabling them to trial the smolproducts.com service at a discount. Friend Get Friend codes can only be used by new customers who have not previously had a smolproducts.com account or delivery (therefore previously registered users cannot use a Friend Get Friend code). Existing smolproducts.com customers cannot use Friend Get Friend codes, and customers cannot use their own unique Friend Get Friend codes on their own account.
Once an existing smolproducts.com customer (“referrer”) has referred a friend with their Friend Get Friend code and the referred friend has both signed up using that code and received their first smolproducts.com delivery, the referrer will receive a discount off their next delivery. This credit cannot be applied retrospectively.
Each customer is able to refer a maximum of 10 friends and earn a maximum of 10 referral rewards. We reserve the right to increase or decrease these limits at any time, at our sole discretion and without prior notification or explanation.
We reserve the right to put any user account(s) on hold and prevent outgoing deliveries, and/or remove any Friend Get Friend credit from any user account(s) where we become aware of or detect any abuse or unfair treatment of an offer or Friend Get Friend referral code(s) and associated Reward(s).
When sharing your Friend Get Friend code you may not mimic or misrepresent smolproducts.com or otherwise mislead people to believe that they are dealing with smolproducts.com or affiliates. Should you share your code on public forums upon social media platforms we reserve the right to cancel your Friend Get Friend discounts. We require you to sign up with a customer account at smolproducts.com in order to redeem any offer. This process is detailed in the “Account Registration and Management" section, and specifically this registration process includes you registering valid payment and delivery details. This includes registering for free and discounted offers.
Except where otherwise stated, discounts and credits cannot be used in conjunction with any other offers.
smolproducts.com reserve the right to remove unclaimed Friend Get Friend credit after 6 months. Once an account has been inactive for 12 months (defined as there being no deliveries in the preceding 12 months) we reserve the right to remove Friend Get Friend credit whether it has been claimed or not. Any Friend Get Friend credit (whether claimed or not) on an account that is cancelled is immediately removed.
Purchase of our products is only via the smolproducts.com website, and requires a registered customer account with valid payment and delivery details to redeem a free or discounted offer, or to redeem credit on an account.
You cannot redeem account credits and offers for cash.
After any discounted offer you will be charged the full price for subsequent orders until such time as another applicable and valid discounted offer is applied, or you cancel active subscriptions and orders with us.
These terms of service can be changed at any time.
The smol Money-Back Guarantee
We hope you love our smol products. However, if for any reason your experience isn’t satisfactory we will refund you the original order price of that product under the smolproducts.com money-back guarantee.
To claim under the smol money-back guarantee we require you to contact us at firstname.lastname@example.org within 10 days of the product arriving at your nominated delivery address. The email must be sent to us from the email address associated and registered with your account (to confirm that you are the account holder), and must include details of why you wish to submit a claim under the money-back guarantee.
It is your responsibility to arrange return of the remaining portion of the pack to us. When you contact us we will provide the returns address. You must pay for the cost of the return. In the case of our bundle products you may return all or part of the order according to which items you wish to be refunded. All items within the bundle will be refunded at their RRP (minus any discounts applied to the order) except for free gift items for which no refund will be applicable.
The amount refunded will be for the items for which the claim under the money-back guarantee is made. The original order price means the final price paid after any promotional discounts or account credits have been redeemed or applied for that purchase.
We will arrange a refund within a reasonable period of the initial email being received by us from you, provided the product has been returned to us. This will be repaid onto the card registered to your customer account and we will notify you once this refund has been issued – it can take up to 10 working days from this point for the payment to be credited to your bank account.
The smol money-back guarantee only applies to the first delivery on your smolproducts.com account and claims are limited to one per household and / or smolproducts.com customer account holder. The smol money-back guarantee does not apply to any bundle product as a whole (eg named as home or body bundle).
Copyright and Intellectual Property
The website, its content and intellectual property remains ours at all times, unless licensed or borrowed property.
This content and intellectual property includes trademarks, logos, trade names, registered designs, patents and copyright and any other intellectual property derived from the function or design of the website or any communications.
Through use of the website and receiving the communications, you automatically agree to respect these copyright and intellectual property rights.
You may not copy, transmit, download, print or reproduce in any means any materials from the website for commercial purposes unless explicitly permitted by smolproducts.com
The website may also include links to external websites (outside the smolproducts.com domain). We do not control these websites and the links are provided only for your convenience and information. Their inclusion on the website does not signify our endorsement of the websites or their associated companies.
We have no responsibility for the content, privacy policies and operation of any websites we link to.
We reserve the right to request that you immediately remove any links to our website that you create and publish.
This website and our communications, and their content, are provided as is.
We make no warranty that the website will operate error-free or uninterrupted.
We do not accept liability for the content of and functions contained on the website and in our communications.
We do not warrant that the site is compatible with all computer or mobile device software and equipment.
We cannot warrant that the website and its server is free of errors, worms, viruses, Trojan Horses or any other malicious software and we shall not be liable for any damage you may suffer as a result of such destructive and unintended features.
We will not be in breach of these terms of service or contract as a result of any failure to perform our obligations or any delay in our performance if that failure or delay is due to any circumstance beyond our reasonable control.
We warrant that the products will be fit for purpose and of satisfactory quality.
This warranty is in lieu of all other warranties, expressed or implied.
Limitations and Exclusions of Liability
You acknowledge that your use of this site and its content is entirely at your own risk.
Except for liability which we cannot limit, restrict or exclude by law, we shall have no liability to you or any third party for any direct, indirect or consequential damages or losses (including loss of profits), or any other damages of any kind that were not foreseeable to both you and us at the point of sale or use of our website.
Customers should be aware that some smol products contain potentially harmful contents and so care should be taken in accepting that delivery may be posted through the letterbox of the nominated delivery address. Customers take full responsibility to review the safety section of the website and act accordingly. Customers take full responsibility for any injury or damage that is caused by smol products being destroyed or ingested once posted through the letterbox of their nominated delivery address. We always recommend that smol products are kept out of reach of children, pets and vulnerable adults. This includes ensuring that letterbox delivery is safe for your household.
Subject to the foregoing, in no event shall we be liable to you for any business losses, and any liability we do have for losses you suffer arising from any order shall not exceed the purchase price of the relevant product(s) purchased in such order and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any order that is caused by events outside our reasonable control. We will not be liable or responsible for any damage resulting from the use or storage of our products./p>
Remedies and Validity of Provisions
If any provisions of these terms of service is, or becomes invalid, or contravenes applicable regulations then the remaining provisions will not be affected.
Waiver and Breach
No waiver by us, or breach of the terms of service shall constitute a waiver of any other form.
No failure by us to exercise any remedy shall constitute a waiver of the right subsequently to exercise that or any other remedy.
Web links and Advertising
Links to our website from other websites or publications (included but not limited to newspapers, magazines, newsletters and flyers) (other than sites owned by us or publications commissioned by us), are for information only. They have not been reviewed by us and as such we have no responsibility for the content of such websites or publications and accept no liability for any losses whatsoever that may be incurred as a result.
You agree that any dispute between you and us regarding these terms of service or any order will only be dealt with by the English courts, except that if you live in Scotland or Northern Ireland, you can choose to bring legal proceedings either in your country or in England, but if we bring legal proceedings, we may only do so in your country.