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Terms and Conditions

standard TERMS AND CONDITIONS for the sale of goods

BACKGROUND:

These Terms and Conditions are the standard terms for the sale of goods by Dreamy Lengths registered in England.

Definitions and Interpretation

In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

“Business Day”

means, any day other than a Saturday, Sunday or bank holiday;

“Calendar Day”

means any day of the year;

“Commercial Unit”

means a delivery of Goods, the character and/or value of which would be materially impaired if divided;

“Contract”

means the contract for the purchase and sale of Goods, as explained in Clause 3;

“Goods”

means the goods which are to be supplied by Us to you as specified in your Order (and confirmed in Our Order Confirmation);

“Month”

means a calendar month;

“Price”

means the price payable for the Goods;

“Special Price”

means a special offer price payable for Goods which We may offer from time to time;

“Order”

means your order for the Goods

“Order Confirmation”

means Our acceptance and confirmation of your Order as described in Clause 3;

“We/Us/Our”

means Dreamy Lengths

Each reference in these Terms and Conditions to “writing” and any similar expression includes electronic communications whether sent by e-mail, [text message,] fax or other means.

Information About Us

Dreamy Lengths is registered & trademarked in the UK.

The Contract

These Terms and Conditions govern the sale of goods by Us and will form the basis of the Contract between Us and you.  Before making your Order, please ensure that you have read these Terms and Conditions carefully.  If you are unsure about any part of these Terms and Conditions, please ask us for clarification.

Nothing provided by us including, but not limited to, sales and marketing literature, price lists and other documents constitutes a contractual offer capable of acceptance.  Your Order constitutes a contractual offer that We may, at Our discretion, accept.

A legally binding contract between Us and you will be created upon Our acceptance of your Order, indicated by Our Order Confirmation.  Order Confirmations will be provided in writing via email.

We shall ensure that the following information is given or made available to you prior to the formation of the Contract between Us and you, save for where such information is already apparent from the context of the transaction:

The main characteristics of the Goods;

Our identity (set out above in Clause 2) and contact details (set out below in Clause 13);

The total Price for the Goods including taxes

Delivery charges

Where applicable, the arrangements for payment, delivery and the time by which we estimate to deliver the Goods;

Faulty, Damaged or Incorrect Goods.

8.1 All quality issues must be reported to us via email within a maximum of 30 days of receipt date. We must receive any hair extensions within 7 days of the complaint being made. This will then ensure the hair can be quality inspected/tested. This is due to human hair being a consumable item during wear. Hair that has been colored or altered in any way will not be accepted. 

8.2 Any coloring of the extensions is done at the customers own risk and we are not responsible for heat damage caused by the customer. 

8.3 Dreamy lengths are not responsible for any damage caused to hair due to environmental damage, including, but not limited to exposure of, UV rays, chlorine & salt water.

8.4 Please see our aftercare page for great advice and tips on how best to maintain your hair. We are not accountable for any problems originating from products used on your hair

8.5 By law, we must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase.

8.6 If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect goods, please contact us as soon as reasonably possible to inform us of the fault, damage or error, and to arrange for a refund or replacement.

8.7.1 Goods are not considered faulty if their condition deteriorates due to poor hair management or application. If no fault is found the goods will be returned to the customer at your cost and we will not refund or replace the goods.

8.7.3 We are unable to replace a faulty item until the original item is returned and received at Dreamy Lengths.

8.7.4 We will not be held responsible for additional expenses due to faulty goods i.e. the removal or application of hair extensions. We always recommend a qualified extensionist applies any hair extensions, and a consultation takes place prior to extensions being fitted.

8.7.5 Please also note that you may not return goods to us under this Clause 8 merely because you have changed your mind.  Please refer to Clause 9 for details of what to do if you change your mind.

8.7.6 To return Goods to us for any reason under this Clause 8, you may return them to us by post or another suitable delivery choice. Before returning a product please contact us via email at dreamylengths@outlook.com

8.7.8 Any and all refunds issued under this Clause 8 will include all delivery costs paid by you when the Goods were originally purchased.

8.7.9 For full details of your rights and remedies as a consumer, please contact your local Citizens Advice Bureau or Trading Standards Office.

8.7.10 Custom orders are none refundable and can not be exchanged.

Our Liability

10.1 Material displayed on the DreamyLengths Website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law Dreamy Lengths and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect Dreamy Lengths liability for death or personal injury arising from its negligence, fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability which cannot be excluded or limited under applicable law.

10.2 Nothing in these Terms and Conditions seeks to exclude or limit Your legal rights as a consumer.  For more details of Your legal rights, please refer to Your local Citizens Advice Bureau or Trading Standards Office.

Complaints and Feedback

We always welcome feedback from Our customers and, whilst We always use all reasonable endeavours to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.

How We Use Your Personal Information (Data Protection)

All personal information that We may use will be collected, processed, and held in accordance with the provisions of EU Regulation 2016/679 General Data Protection Regulation (“GDPR”) and your rights under the GDPR.

Governing Law and Jurisdiction

These Terms and Conditions, the Contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales.

As a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Sub-Clause 17.1 above takes away or reduces your rights as a consumer to rely on those provisions.

Any dispute, controversy, proceedings or claim between you and Us relating to these Terms and Conditions, the Contract, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.

Description and Specification of Goods

We have made every reasonable effort to ensure that the Goods conform to illustrations, photographs and descriptions provided in Our sales and marketing literature.  We cannot, however, guarantee that all descriptions, illustrations and/or photographs will be precisely accurate.

If you receive any Goods that do not conform, please refer to Clause 8.

If We find, or are made aware of, any typographical, clerical or other accidental errors or omissions in any sales and marketing literature, price lists or any other documents We will make every reasonable effort to correct such errors or omissions as soon as is reasonably possible.  If, as a result of any such error or omission, you have received the wrong Goods, you may return those Goods to Us as provided in Clause 8.  If, as a result of any such error or omission, you have paid too much, We will refund the excess paid for the Goods.

All personal information that We may use will be collected, processed, and held in accordance with the provisions of EU Regulation 2016/679 General Data Protection Regulation (“GDPR”) and your rights under the GDPR.

We reserve the right to make any changes in the specification of the Goods that may be required to conform to any applicable safety or other legal or regulatory requirements without notice.

Orders

All Orders for Goods made by you will be subject to these Terms and Conditions.

You may change your Order at any time before We despatch the Goods by contacting Us. 

If your Order is changed we will inform you of any change to the Price via email.

You may cancel your Order at any time before We despatch the Goods by contacting Us.  If you have already paid for the Goods under Clause 6, the payment will be refunded to you within 14 days.  If you request that your Order be cancelled, you must confirm this cancellation in writing.

We may cancel your Order at any time before We despatch the Goods in the following circumstances:

The Goods are no longer in stock and We are unable to re-stock (if, for example, the Goods are discontinued); or

An event outside of Our control continues for more than 30 days (please see Clause 12 for events outside of Our control).

If We cancel your Order under sub-Clause 5.5 and you have already paid for the Goods under Clause 6, the payment will be refunded to you within 14 days.  If We cancel your Order, the cancellation will be confirmed by Us in writing.

Price and Payment

The Price of the Goods will be that shown in force at the time of your Order.  If the Price shown in your Order differs from Our current Price We will inform you upon receipt of your Order.

Our Prices may change at any time.

We have made every reasonable effort to ensure that Our Prices, as shown in Our current price list are correct.  Prices will be checked when We process your Order.  If the actual Price of the Goods is lower than that stated in your Order, you will be charged the lower Price.  If the actual Price of the Goods is higher than that stated in your Order, We will ask you how you wish to proceed.

All Prices include VAT. 

Our Prices exclude the cost of delivery. Delivery costs will be added on to the final sum due.

All payments for Goods must be made in advance before We can despatch the Goods to you.

We accept the following methods of payment:

Stripe (credit or debit card), Klarna and Payl8r

PAYL8R – Missed payments may affect your Credit File, future borrowing and incur fees

Delivery

Please note that delivery is currently only possible within the United Kingdom. If you are enquiring from outside of the UK then please contact us by email to confirm additional costs of delivery.

When We provide you with an Order Confirmation, We will provide an estimated delivery date. We aim to despatch orders within 3-5 working days of receipt of payment. Once your order has been placed you will be advised of an estimated delivery date, however please note that estimated delivery dates may vary according to the availability of Goods, your location, and circumstances beyond Our control.  Unless agreed otherwise, the Goods will be delivered without undue delay and in any case no later than 30 Calendar Days after the date on which payment is taken.

Delivery will be deemed to have taken place when the Goods have been delivered to the delivery address indicated in your Order and you (or someone identified by you) have taken physical possession of the Goods.

We can not except liability for any expenses or other costs incurred due to failed or late deliveries. Replacement goods for delayed or lost deliveries will not be sent until the original parcel has been confirmed as lost in transit by the specified courier. This may take up to at least 10 days.

If for any reason We are unable to deliver the Goods at your chosen delivery address, then your delivery will be taken to the courier’s depot for collection.

The responsibility (sometimes referred to as the “risk”) for the Goods remains with Us until delivery is complete as defined in sub-Clause 7.3 at which point it will pass to you. 

You own the Goods once we have received payment in full for them.

Please note that delivery to the following areas may require more time:

Outside of the UK;

Returns & Exchanges

If you are not satisfied with any Goods purchased from us you have the right to return them in exchange for a refund or a replacement, subject to the provisions of this Clause 9.  This Clause 9 does not apply to Goods that are not in compliance with the Contract and your legal rights.  For such Goods, please refer to Clause 8.

All items purchased from Dreamy Lengths online can be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before returning a product please contact us via email at dreamylengths@outlook.com

The hair must be returned in its original shipped condition and packaging intact. If the hair has been untied, then it will not be eligible for refunded. 

You or your carrier are responsible for any returned goods to reach our warehouse. Cost and risk will be at your expense and we strongly recommend obtaining proof of postage and using Royal Mail’s ‘Recorded signed’ service. 

A restocking fee will be applied to all returned hair. This will be the amount Dreamy Lengths were charged for your card processing fee. This fee varies depending on which method of payment the customer used.

For exchanged items we will ask for a nominal fee for shipping costs. We aim to make all refunds within 14 working days from receipt of goods.

Custom orders: Custom orders are non refundable and can’t be exchanged.

Returned goods we receive which are outside of this returns policy will be defined as in dispute and “In dispute” items will not be refunded or exchanged. A reason for this will be provided.

We are unable to replace a faulty item until the original is returned and received at Dreamy Lengths

Events Outside of Our Control (Force Majeure)

We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control.  Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.

If any event described under this Clause 12 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:

We will inform you as soon as is reasonably possible;

Our obligations under these Terms and Conditions will be suspended and any time limits that we are bound by will be extended accordingly;

We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;

Communication and Contact Details

If you wish to contact us, by email at dreamylengths@outlook.com.

In certain circumstances you must contact us in writing (when cancelling an Order, for example).  When contacting Us in writing you may use the following methods:

Contact Us by email at   dreamylengths@outlook.com

Colour Matching Service

Whilst we endeavour to give the best advice over the phone and via email, the company will not be held responsible for any disparity in colour matching. Our Colour Matching service is a guide only.

Aftercare products

We only recommend the use of Dreamy Lengths Aftercare and cannot guarantee the quality of any Dreamy Lengths extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and aftercare.