Terms & Conditions

This website is operated by Hensley London. Throughout the site, the terms “we,” “us,” “our,” and “operator” refer to Hensley London. Hensley London offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our website and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service,” “Terms”), including the additional terms, conditions, and policies referenced herein and/or available via hyperlink. These Terms of Service apply to all users of the site, including but not limited to browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes on our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you

By accepting these Terms of Service, you declare that you are at least of legal age in the state or province where you reside, or that you are of legal age in the state or province where you reside, and that you have given us your permission to allow any of your minor family members to use this website.

You must not use our products for any illegal or unauthorized purposes, nor may you violate any laws in your jurisdiction (including but not limited to copyright laws) when using the service.

You must not transmit worms, viruses, or any code of a destructive nature.
A breach or violation of any of the terms will result in the immediate termination of your services.

We reserve the right to refuse service at any time and for any reason.

You understand that your content (excluding credit card data) may be transferred unencrypted and may involve (a) transmissions over various networks, and (b) changes to conform to and adapt to the technical requirements of connecting networks or devices. Credit card data will always be encrypted during transmission over networks.

You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the service, use of the service, access to the service, or any contact on the website through which the service is provided without express written permission from us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these terms.

ARTICLE 4 - THE OFFER

If an offer has a limited validity period or is subject to conditions, this must be explicitly stated in the offer.

The offer is non-binding. The entrepreneur reserves the right to amend and adjust the offer.

The offer includes a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow the consumer to make a proper assessment of the offer. If the entrepreneur uses images, they must be a true representation of the products and/or services offered. Obvious errors or mistakes in the offer do not bind the entrepreneur.

All images, specifications, and data in the offer are indicative and cannot be a reason for compensation or cancellation of the agreement.
Images of products are a true representation of the offered products. However, the operator cannot guarantee that the displayed colors exactly match the actual colors of the products.

Each offer includes sufficient information to make it clear to the consumer what rights and obligations are attached to accepting the offer. This particularly concerns:

  • The price, excluding customs duties and import VAT. These additional costs will be the customer's responsibility and risk. The postal and/or courier service applies a special scheme for postal and courier services in connection with imports. This scheme applies if the goods are imported into the EU destination country, which is the case here. The postal and/or courier service collects VAT (whether or not together with the customs fee) from the recipient of the goods.
  • Any shipping costs.
  • The method by which the contract will be concluded and the necessary steps for this.
  • Whether the right of withdrawal applies.
  • The method of payment, delivery, and fulfillment of the agreement.
  • The period for accepting the offer or the period within which the entrepreneur guarantees the price.
  • The cost of using distance communication techniques, if calculated on a basis other than the basic rate for the communication method used.
  • Whether the agreement will be archived after its conclusion and, if so, how it can be accessed by the consumer.
  • The way the consumer, before concluding the agreement, can check and, if necessary, correct the information provided under the agreement.
  • Any languages, other than Dutch, in which the agreement may be concluded.
  • The codes of conduct the entrepreneur is subject to and how the consumer can consult these electronically.
  • The minimum duration of the distance contract in the case of a continuous transaction.
  • Optional: available sizes, colors, material types.

ARTICLE 5 - THE AGREEMENT

The agreement is concluded, subject to the provisions of paragraph 4, when the consumer accepts the offer and complies with the conditions set forth therein.

If the consumer accepts the offer electronically, the company will immediately confirm receipt of acceptance electronically. As long as the company has not confirmed this acceptance, the consumer may cancel the agreement.

If the agreement is concluded electronically, the company will take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a safe web environment. If the consumer is able to pay electronically, the company will take appropriate security measures.

The company may, within legal limits, obtain information about whether the consumer can meet their payment obligations, as well as about all relevant facts and factors important for responsibly concluding a distance contract. If the company has good reasons, based on this investigation, not to enter into the agreement, it is entitled to refuse an order or attach special conditions to its execution.

When delivering the product or service to the consumer, the company will provide the following information in writing or in such a way that the consumer can store it on a durable medium:

  • The company's address where the consumer can lodge complaints.
  • The conditions under which and the method by which the consumer may exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal.
  • Information about guarantees and existing after-sales service.
  • The information included in Article 4, paragraph 3, unless the company has already provided this information to the consumer before the conclusion of the agreement.
  • The conditions for terminating the agreement if the agreement has a duration of more than one year or an indefinite period.
  • In the case of a continuous transaction, the provisions of the previous paragraph apply only to the first delivery.

Every agreement is entered into under the condition of sufficient availability of the relevant products.

ARTICLE 6 - RIGHT OF WITHDRAWAL

When purchasing products, the consumer has the right to terminate the agreement without giving any reason within 14 days. The withdrawal period begins the day after the consumer or a third party designated by the consumer, who is not the carrier, receives the product.

During the withdrawal 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 it. If the consumer exercises their right of withdrawal, they must return the product with all included accessories and, if reasonably possible, in its original condition and packaging to the company in accordance with the clear and reasonable instructions provided by the company.

If the consumer wishes to exercise their right of withdrawal, they must notify the company within 14 days of receiving the product. This notification must be made in writing or via email. After indicating their intention to withdraw from the agreement, the consumer must return the product within 14 days. The consumer must prove that the product was returned on time, for example, with a shipping receipt.

If the consumer has not notified the company of their wish to exercise their right of withdrawal after the periods mentioned in paragraphs 2 and 3, or if the product has not been returned to the company, the purchase is binding.

ARTICLE 7 - COSTS IN CASE OF WITHDRAWAL

If the consumer exercises their right of withdrawal, they bear the direct costs of returning the product.

If the consumer has made a payment, the company will refund this amount as soon as possible, but no later than 14 days after receiving the notice of withdrawal. This is subject to the condition that the company has received the returned product or that the consumer can provide proof that the product was returned.

ARTICLE 8 - EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

The company may exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal is only valid if the company has clearly stated this in the offer or at least before concluding the agreement.

Exclusion of the right of withdrawal is only possible for products:

  • Manufactured according to consumer specifications.
  • Clearly of a personal nature.
  • That cannot be returned due to their nature.
  • That spoil or age quickly.
  • Whose price is subject to fluctuations in the financial market that the company cannot influence.
  • For newspapers and magazines.
  • For audio and video recordings or computer software where the seal has been broken by the consumer.
  • For hygiene products where the seal has been broken by the consumer.

Exclusion of the right of withdrawal is only possible for services:

  • Relating to accommodation, transportation, restaurant services, or leisure activities to be performed on a specific date or during a specific period.
  • Where delivery has begun with the consumer’s explicit consent before the withdrawal period has expired.
  • Relating to gambling and lotteries.

ARTICLE 9 - PRICING

The company reserves the right to adjust the prices of the offered products and/or services during the validity period mentioned in the offer, including due to changes in VAT regulations.

Notwithstanding the foregoing, the company may offer products or services at variable prices if these prices are subject to fluctuations in the financial market that the company cannot control. This dependency on fluctuations and the fact that any mentioned prices are indicative will be stated in the offer.

Price increases within 3 months of the agreement being concluded are only permitted if they result from statutory regulations.

Price increases after 3 months of the agreement being concluded are only permitted if the company has agreed to this and:

  • They result from statutory regulations, or
  • The consumer has the right to terminate the agreement from the day the price increase takes effect.

The place of delivery is determined according to Article 5, paragraph 1, of the Danish VAT Act. In this case, delivery takes place outside the EU. The postal or courier company will charge import VAT and/or customs fees to the recipient of the goods. Therefore, no VAT will be charged by the company.

All prices are subject to printing and typographical errors. The company accepts no liability for the consequences of printing and typographical errors. In the event of printing and typographical errors, the company is not obligated to deliver the product at the erroneous price.

ARTICLE 10 - CONFORMITY AND WARRANTY

The company ensures that the products and/or services comply with the agreement, the specifications stated in the offer, reasonable requirements of reliability and/or usability, and any legal provisions and/or government regulations existing on the date the agreement was concluded. If agreed upon, the company also ensures that the product is suitable for purposes other than normal use.

A warranty provided by the company, manufacturer, or importer does not affect the statutory rights and claims that the consumer may invoke under the agreement against the company.

Any defects or incorrectly delivered products must be reported to the company in writing within 14 days of delivery. The products must be returned in their original packaging and condition.

The warranty period offered by the company corresponds to the manufacturer's warranty period. However, the company is never responsible for the ultimate suitability of the products for each individual consumer’s specific use or any advice regarding the use or application of the products.

The warranty does not apply if:

  • The consumer has repaired and/or modified the delivered products themselves or has had them repaired and/or modified by third parties.
  • The delivered products have been subjected to abnormal conditions or otherwise handled carelessly or contrary to the company’s instructions and/or packaging information.
  • The defect is wholly or partially the result of regulations that the government has set or will set regarding the nature or quality of the materials used.

ARTICLE 11 - DELIVERY AND PERFORMANCE

The company will exercise the utmost care when receiving and executing orders for products.

The delivery address is the address that the consumer provides to the company.

In accordance with the provisions of Article 4, the company will execute accepted orders with due speed, no later than 30 days unless a longer delivery period has been agreed upon with the consumer. If delivery is delayed or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be notified no later than 30 days after placing the order. In such cases, the consumer has the right to dissolve the agreement at no cost and may be entitled to compensation.

In the event of dissolution under the preceding paragraph, the company will refund the amount paid by the consumer as soon as possible and no later than 14 days after dissolution.

If delivery of a product proves impossible, the company will make an effort to provide a replacement product. The consumer will be informed, at the latest upon delivery, that a replacement product is being delivered. For replacement products, the right of withdrawal cannot be restricted. The costs of any return shipment will be borne by the company.

The risk of damage and/or loss of products lies with the company until the moment of delivery to the consumer or a pre-designated representative, unless explicitly agreed otherwise.

ARTICLE 12 - CONTINUOUS AGREEMENTS: DURATION, TERMINATION, AND RENEWAL

Termination

The consumer may terminate an agreement that has been entered into for an indefinite period and that includes the regular delivery of products (including electricity) or services at any time, subject to a notice period of no more than one month.

The consumer may terminate an agreement that has been entered into for a definite period and that includes the regular delivery of products (including electricity) or services at the end of the fixed term, subject to a notice period of no more than one month.

The consumer may terminate the agreements mentioned above:

  • At any time and not be restricted to termination at a specific time or during a specific period.
  • At least in the same manner as the agreement was entered into.
  • Always with the same notice period that the company has stipulated for itself.

Renewal

An agreement entered into for a definite period and that includes the regular delivery of products (including electricity) or services cannot be tacitly renewed or extended for a fixed term.

By way of exception, an agreement entered into for a definite period that includes the regular delivery of daily, news, and weekly newspapers may be tacitly renewed for a maximum of three months if the consumer can terminate the extended agreement at the end of the renewal period with a notice period of no more than one month.

An agreement entered into for a definite period and that includes the regular delivery of products or services may only be tacitly renewed for an indefinite period if the consumer may terminate it at any time with a notice period of no more than one month or three months in the case of agreements for the regular, but less than monthly, delivery of daily, news, and weekly newspapers.

An agreement with a limited duration for the regular delivery of daily, news, and weekly newspapers as an introductory or trial subscription will not be tacitly renewed and will automatically end after the trial period.

Duration

If an agreement has a duration of more than one year, the consumer may terminate it at any time after one year with a notice period of no more than one month, unless reasonableness and fairness dictate that termination cannot take place before the end of the agreed duration.

ARTICLE 13 - PAYMENT

Unless otherwise agreed, amounts owed by the consumer must be paid within 7 business days after the start of the withdrawal period mentioned in Article 6, paragraph 1. In the case of an agreement to provide a service, this period begins after the consumer has received confirmation of the agreement.

The consumer is obliged to report any inaccuracies in payment information provided or stated to the company immediately.

If the consumer fails to fulfill their payment obligation(s), the company has the right, subject to legal limitations, to charge the consumer reasonable costs that were communicated in advance.

ARTICLE 14 - COMPLAINT HANDLING

Complaints about the performance of the agreement must be submitted fully and clearly described to the company within 7 days after the consumer has discovered the defect.

Complaints submitted to the company will be responded to within 14 days of receipt. If a complaint requires a longer processing time, the company will provide an acknowledgment within this period and indicate when the consumer can expect a more detailed response.

If the complaint cannot be resolved amicably, it becomes a dispute that is subject to dispute resolution mechanisms.

A complaint does not suspend the company’s obligations unless the company has stated otherwise in writing.

If the company deems a complaint to be justified, the company will, at its discretion, either replace or repair the delivered products free of charge.

ARTICLE 15 - DISPUTES

Agreements between the company and the consumer to which these terms and conditions apply are exclusively governed by Dutch law, even if the consumer resides abroad.

ARTICLE 16 - PERSONAL INFORMATION

The submission of personal information via the store is governed by our privacy policy. Please consult our privacy policy for more details.

ARTICLE 17 - ERRORS, INACCURACIES, AND OMISSIONS

Occasionally, there may be information on our website or in the service that contains typographical errors, inaccuracies, or omissions related to product descriptions, pricing, promotions, offers, shipping costs, delivery times, and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information in the service or on any related website is inaccurate, without prior notice (including after you have submitted your order).

We are not obligated to update, amend, or clarify information in the service or on any related website, including but not limited to pricing information, except as required by law. No specified update or refresh date applied in the service or on any related website should be taken to indicate that all information in the service or on any related website has been modified or updated.

ARTICLE 18 - CHANGES TO THE TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time on this page.

We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes on our website.

It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

ARTICLE 19 - CESOP

As a result of measures introduced in 2024 under the 'Amendment to the VAT Act of 1968 (Implementation Act for Payment Providers)' and the implementation of the Central Electronic System of Payment Information (CESOP), payment providers may record data in the European CESOP system. This system is intended to enhance transparency and traceability in payment processes.