Terms of service

ARTICLE 1 – DEFINITIONS

In these terms and conditions, the following definitions apply:

  • Cooling-off period: The period within which the consumer can exercise their right of withdrawal.
  • Consumer: A natural person who is acting for purposes that are outside their trade, business, or profession and who enters into a distance contract with the entrepreneur.
  • Day: Calendar day.
  • Continuous contract: A distance contract concerning a series of products and/or services where delivery and/or performance is spread over a certain period.
  • Durable medium: Any means that allows the consumer or entrepreneur to store information addressed personally to them in a way that allows future consultation and unaltered reproduction of the stored information.
  • Right of withdrawal: The possibility for the consumer to withdraw from the distance contract within the cooling-off period.
  • Entrepreneur: The natural or legal person offering products and/or services to consumers at a distance.
  • Distance contract: A contract that is concluded within a system for distance selling of products and/or services organized by the entrepreneur, using one or more means of distance communication up to and including the conclusion of the contract.
  • Distance communication technique: A means that can be used to conclude a contract, without the consumer and the entrepreneur being in the same physical location at the same time.
  • General Terms and Conditions: These general terms and conditions of the entrepreneur.

ARTICLE 2 – IDENTITY OF THE ENTREPRENEUR

Contact Details
Phone: +44 20 3769 2020

Address:
68 Circular Road
#02-01, 049422 Singapore

ARTICLE 3 – APPLICABILITY

These terms and conditions apply to every offer made by the entrepreneur and to every distance contract concluded between the entrepreneur and the consumer. Before the distance contract is concluded, the text of these terms and conditions will be made available to the consumer. If this is not reasonably possible, it will be stated before the conclusion of the distance contract that the general terms and conditions are available at the entrepreneur's location and will be sent to the consumer free of charge upon request.

ARTICLE 4 – THE OFFER

If an offer has a limited validity period or is subject to conditions, this will be clearly stated in the offer. The offer includes a complete and accurate description of the offered products and/or services. The description is sufficiently detailed to enable the consumer to make an informed judgment about the offer. If the entrepreneur uses images, they are a truthful representation of the offered products and/or services. Obvious mistakes or errors in the offer do not bind the entrepreneur.

ARTICLE 5 – THE CONTRACT

The contract is concluded, subject to the provisions of section 4, at the moment the consumer accepts the offer and meets the conditions set out. If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance electronically. As long as the receipt of this acceptance has not been confirmed, the consumer can cancel the contract.

ARTICLE 6 – RIGHT OF WITHDRAWAL

General right of withdrawal: When purchasing products, the consumer has the right to cancel the contract within 30 days without providing any reason. The cooling-off period starts the day after the consumer or a representative chosen by the consumer receives the product.
Handling the product during the cooling-off period: During the cooling-off period, the consumer must handle the product and its packaging with care. The consumer may only unpack or use the product to the extent necessary to assess whether they wish to keep the product. If the consumer exercises their right of withdrawal, the product should be returned to the entrepreneur, along with all accessories, and, if reasonably possible, in the original state and packaging, in accordance with the clear instructions provided by the entrepreneur.


ARTICLE 7 – OBLIGATIONS DURING WITHDRAWAL

Notification of withdrawal: If the consumer wishes to exercise their right of withdrawal, they must notify the entrepreneur within 30 days via an unambiguous statement (e.g., by mail, fax, or email).
Returning products: After notifying the entrepreneur of their intention to withdraw, the consumer must return the product within 30 days. The consumer must prove that the items have been returned on time, for example by providing proof of shipment.
Return costs: If the consumer exercises their right of withdrawal, the return shipping costs are at their expense.

ARTICLE 8 – EXCLUSION OF THE RIGHT OF WITHDRAWAL

The entrepreneur may exclude the following products from the right of withdrawal, but only if this has been clearly stated in the offer or communicated to the consumer before the conclusion of the contract:

  • Custom-made products: Products made to the consumer’s specifications and clearly personalized.
  • Sealed products: Products that cannot be returned for health or hygiene reasons if the seal has been broken after delivery.
  • Perishable goods: Products that deteriorate quickly or have a limited shelf life.
  • Sealed audio and video recordings and software: When the seal is broken after delivery.
  • Newspapers, magazines, or periodicals: Except for subscriptions to these publications.

ARTICLE 9 – THE PRICE

Price stability: During the validity period stated in the offer, the prices of the offered products and/or services will not increase, except for price changes due to changes in VAT rates.
Variable prices: Products or services whose prices are tied to fluctuations in the financial market and beyond the entrepreneur’s control may be offered at variable prices, provided this is clearly stated in the offer.

ARTICLE 10 – CONFORMITY AND WARRANTY

The entrepreneur ensures that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of quality and/or usability, and the legal provisions and/or government regulations applicable at the time the contract is concluded.

ARTICLE 11 – DELIVERY AND PERFORMANCE

Care in delivery: The entrepreneur will take the utmost care in receiving and executing orders for products.
Place of delivery: Delivery will take place at the address provided by the consumer to the entrepreneur.
Execution period: Accepted orders will be executed quickly, but no later than within 30 days, unless a longer delivery period is agreed upon.


ARTICLE 12 – LONG-TERM CONTRACTS: CANCELLATION AND EXTENSION

Cancellation: The consumer can cancel a contract that is concluded for an indefinite period and involves the regular delivery of products or services at any time, with due observance of the agreed cancellation rules and a maximum notice period of one month.
Extension: A contract concluded for a fixed period, which involves the regular delivery of products or services, may be automatically extended for a maximum of one year, provided the consumer can cancel the extended contract at the end of the extension period with a notice period of one month.

ARTICLE 13 – PAYMENT

The entrepreneur guarantees the safety of all payments via integrated Shopify payment systems, which comply with strict security standards to protect consumers' payment data. The entrepreneur takes all necessary measures to ensure secure transactions and guarantee that all payments are processed safely through the Shopify payment system. Consumers are required to provide correct payment information and report any irregularities or suspected fraud immediately to the entrepreneur.

ARTICLE 14 – COMPLAINTS HANDLING

Submitting complaints: Complaints about the execution of the contract must be fully and clearly submitted to the entrepreneur within 7 days of discovering the defects.
Handling complaints: Submitted complaints will be answered within 30 days from the date of receipt.
Dispute resolution: If the complaint cannot be resolved amicably, a dispute arises that is subject to the dispute resolution procedure.

Contact Us

If you have any questions about our return policy, feel free to contact our customer service at support@tierramate.co.uk. We will do our best to respond to your queries as soon as possible.

Contact Details
Company Name: Rosemary
Email: support@shop-rosemary.co.uk
Phone: +44 20 3769 2020

Address:
68 Circular Road
#02-01, 049422 Singapore

Opening Hours:
Monday to Friday: 08:00 - 19:00 (GMT+00:00)
Saturday and Sunday: Closed (GMT+00:00)

Got more questions? Check our Frequently Asked Questions or contact us through our Contact Page.