Terms & Conditions

Please make sure you read and understand, the Terms and Conditions prior to using the Platforms and placing an Order with Kliko. By using our Platforms (for example www.kliko.co.uk or the Kliko app), you agree to be bound by the Terms and Conditions.

Using the Platforms

1. By using our Platforms (for example www.kliko.co.uk or the Kliko app), you agree to be bound by the Terms and Conditions.
2. The Platforms provided are solely for your personal use and should not be used for any commercial purposes. To place an Order on the Platforms you must be at least eighteen (18) years old. We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version. We may modify or withdraw the Platforms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the Platforms and you agree to use the Platforms on this basis. If you do not agree to any changes in these Terms and Conditions, we advise you to stop using the Platforms.
3. All text, graphics, photographs including all image rights, videos, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code (the "Content") belongs to Kliko (or is licensed to Kliko). This Content includes, but is not limited to, the design, structure, selection, coordination, expression, "look and feel" and arrangement of it. The Content is protected by copyright, trademark and other intellectual property rights and you are not permitted to copy, reproduce, republish, upload, post, publicly display, translate, transmit or distribute this Content in any way without Kliko’s prior written permission.
4. You agree that any information you submit to the Platforms including Personal Information shall be true, accurate, current and complete. If you submit to the Platforms any communication, idea or materials which may attract copyright or other intellectual property rights you agree that this shall become Kliko’s property. You agree that anything you submit shall not infringe any right of any third party, nor contain anything libellous or otherwise unlawful, abusive or obscene nor constitute an invasion of privacy. You agree that you are and shall be personally responsible for your use of the Platforms. If we determine that you are, or have been, engaged in activities which are unlawful, abusive, obscene or constitute an invasion of privacy, we may deny you access to the Platforms at any time.
5. You must not establish any link to the Platforms to suggest any form of association, approval or endorsement on our part where none exists or establish a link from any website that is not owned by you. The Platforms must not be framed on any other site, and you may not create a link to any part of the Platforms other than the home page.
6. While we endeavour to verify the accuracy of any information we place on the Platforms, we make no warranties (whether express or implied) in relation to its accuracy. The Platforms are provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Platforms, or any transaction that may be conducted on or through the Platforms, including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
7. We make no warranty that the Platforms will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Platforms. We will not be responsible or liable to you for any loss of material uploaded or transmitted through the Platforms.
8. The Platforms may contain links to other websites or applications which are not operated by Kliko or information on services provided by third parties. When you activate or utilise any of these you will leave the Platforms and we have no control over, and will not accept any responsibility or liability in respect of the material on any website or application or any service provided by a third party which is not under our control.

Kliko Account, Personal Information and Security

1. By placing an Order you agree and understand that we may collect, use, store and process your Personal Information in accordance with our Privacy & Cookie policy. Kliko fully respects the privacy of individuals who access and use the Platforms. For details on the manner in which we use cookies, the type of information we collect, how and for what purpose, we use your information and under what circumstances we disclose information please see our Privacy & Cookie policy, which are incorporated into and form part of these Terms.
2. When you register for a Kliko Account, you agree that:

   1. The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete; and
   2. If any of your information changes (for example you change address), please let us know by updating your Kliko Account online or contacting our Customer Services team by e-mailing support@kliko.co.uk
3. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
4. You are responsible for keeping your Kliko Account and Personal Information confidential. Please notify us immediately of any unauthorised use of your Kliko Account or Personal Information and, any breach of security or misuse, or suspected breach of security or misuse of such. Please ensure that you sign out from your Kliko Account at the end of each session if you use a shared computer. We will not be liable for any loss or damage arising from your failure to comply with this clause.

Professional Use Only Products

1. Products designated as "Professional Use Only" are exclusively available for purchase by individuals who are qualified and insured lash technicians. Such products are clearly marked as "Professional Use Only" on their respective product pages and packaging.
2. Non-qualified individuals are strictly prohibited from purchasing or using "Professional Use Only" products. These products are not intended for self-application and must only be applied by trained and insured professionals.
3. By purchasing "Professional Use Only" products, you confirm that you are a qualified lash technician with valid professional indemnity insurance. Kliko. reserves the right to request proof of such insurance at any time.
4. In the event of any adverse reaction or issue arising from the use of our products, customers are required to report the incident with full details through our website promptly. This allows us to investigate and address the matter appropriately.
5. If an adverse reaction or issue necessitates product testing, customers must return the affected products to Kliko. as part of the investigation process.
6. Customers agree to indemnify and hold harmless Kliko. against any claims, damages, or losses arising from the misuse or unauthorised application of "Professional Use Only" products.
7. Customers must comply with all applicable health and safety regulations, industry standards, and best practices when using our products.

Products

1. We will take all reasonable care to ensure that all Product Descriptions are correct. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. What you see will depend on your computer equipment, screen or monitor and we are therefore unable to guarantee that a Product's images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your Order.
2. Products are subject to availability and Products that are in your basket are not reserved and can be purchased by other Users. We will do our best to remove any Products which have sold out at the earliest opportunity. As there is a delay between the time when your Order is placed, and the time when the Order is accepted, the stock position relating to a particular Product may change. If a Product you have ordered becomes out of stock after we have accepted your Order, then Kliko shall not be liable to you for being unable to provide that Product. If such a situation arises, then we shall notify you as soon as possible and you will not be charged for the out of stock Product.
3. If, due to unforeseen circumstances or in the event of supply difficulties, it is necessary to substitute a perishable Product, the Product will be of equal or greater value than that which it replaces, albeit at no extra cost to you. If you receive the substitute Product and do not want to accept it, then we will reimburse you for the cost and return of that Product.

Pricing

1. We endeavour to ensure that all Products on the Platforms are available at the same price in all our stores. However, from time to time we may offer additional discounts for purchases made via the Platforms that do not apply in store, or vice versa. Additionally, Products offered as sets on the Platforms may not be offered as part of a set in store and individual prices may apply.
2. Any coupon, discount, offer or promotional discount (the “Promotion”) offered on the Platforms are non- transferable and valid only for use as part of a purchase made via the Platforms, unless otherwise stated and subject to availability. No cash alternative will be offered on any Promotion. The Promotion cannot be used in conjunction with any other coupon, offer or promotional discount and it must be redeemed by the date published (if applicable and provided). Under no circumstances will we be able to honour incorrect promotions and discount codes offered by third parties who we are not affiliated with and/or have not agreed to run a Promotion with.
3. Product prices shown on the Platforms are in British Pounds or such other currency as we may offer from time to time and are inclusive of UK value added tax ("VAT") (where applicable), at the appropriate rate. Where you have requested delivery of your order to a place outside the UK, the total cost of your Order will include any taxes, duties, fees, levies or other charges levied by that country; these will be added to your Order at checkout and paid on your behalf by Kliko to the relevant local customs authorities.
   
   Product prices shown on the Platforms (irrespective of which currency you choose to pay in) may change from time to time. Please also be aware that the price of a Product may change at checkout if it is subject to any taxes, duties, fees, levies or delivery charges applied in the country you have selected for delivery of your Order.
4. Although we try to ensure all our Products' prices displayed in the Product Description are accurate, errors may sometimes occur. If we discover an error in the price of a Product we shall be under no obligation to accept or fulfil an order for this Product at the incorrect price and reserve the right to cancel such an order that has been accepted or is in transit.
5. You will be the importer for the international delivery of your Order (i.e. any Order delivered to a country other than the UK). By placing an order you are instructing Kliko to engage with a logistics provider to fulfil customs import procedures on your behalf. Therefore, before placing an Order, it is your responsibility to check that the Products you are planning to import comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your Order. If any customs requirements apply or charges are due, you agree to be responsible for these.

Product Restrictions

1. There may be instances where due to restrictions (legal or otherwise) or practices in relation to a Product, we are prevented from being able to deliver it to you (for example age- or country-restricted products such as alcohol). Kliko shall not be held liable in relation to any Product that we are unable to sell or deliver to you as a result of such restrictions. Please refer to the Product Description of your selected Product(s) to see if any restrictions apply. In the event that a restriction is enforced after you have placed your Order with us, we will do our utmost to notify you as soon as reasonably practicable.
2. If you place an Order for any Products which are age-restricted, you warrant that you meet the age requirement for that Product. It is an offence to buy or attempt to buy age-restricted Products if you are under age or to purchase such Products for someone else who is under age.
3. We reserve the right not to sell or deliver any age-restricted Product to anyone who is, or appears to be, under the required age. If you have purchased an age-restricted Product and have ordered it using the Kliko 'Click & Collect' service, proof of ID may be requested upon collection of that Product.

Order Process

1. Kliko takes all reasonable care, in so far as possible, to keep the details of your Order and payment secure, but in the absence of negligence on our part, we will not be liable for any loss you may suffer if a third party procures unauthorised access to any Personal Information you provide when accessing or placing an Order on the Platforms. For more information on how we use and protect your Personal Information, please refer to our Privacy & Cookie policy.
2. The technical steps to place your Order and create a contract of sale between you and Kliko are, as follows:

   1. You place an Order on the Platforms by pressing the 'Place Order' button at the end of the checkout process. You will be guided through the process of placing an Order by a series of simple instructions on the Platforms.
   2. We will send you an email confirming your Order which will detail the Product(s) (including their Product Descriptions) that you have ordered. This email does not constitute an acceptance of your Order by us and a contract does not exist between us at this point.
   3. As your Order is shipped by us we will send you a dispatch confirmation email. Please note, that we may also send you an SMS to notify you that your Order has been dispatched. Alternatively, in relation to our 'Click & Collect' service, we will send you an email (as well as possibly an SMS) to confirm that your Order is ready for collection. Upon sending either of these emails, your Order will be taken to have been accepted by us unless we have notified you that we do not accept your Order, or you have cancelled it.
   4. Subject to us having accepted your Order, we will then arrange for delivery of it to you at your nominated address on the date and time nominated by you (as far as applicable) or make it available for collection through our Click & Collect service.
3. Your Order is subject to English law. Your Order will be complete and the Product(s) in your Order will be owned by you at the point the Product(s) are dispatched to your delivery location. Risk of loss or damage to the Product(s) will pass to you on the date and time of collection from a 'Click & Collect' collection point in a Kliko store or delivery by us to your nominated address, safe place, neighbour or as specified by you to our delivery partner. The Products are your responsibility from the time the delivery is made to the address or safe place you gave to us.
4. We shall be entitled to supply Products ordered as part of one Order separately. This may mean that Products are dispatched or available for collection separately. There may be certain circumstances where we can supply only part of an Order.
5. Non-acceptance of your Order (or parts of your Order) may be due to any one or more of the following non-exhaustive reasons:

   1. A Product you ordered is out of stock;
   2. We are unable to obtain authorisation for your payment;
   3. We have identified an error with a Product Description, including but not limited to a pricing error;
   4. You do not meet the eligibility requirements as specified in these Terms and Conditions;
   5. There is a system or procurement failure;
   6. You fail our customer validation checks;
   7. There are restrictions (legal or otherwise) or practices in relation to a Product which prevent us from being able to sell or deliver it to you; or
   8. We believe you are generating orders for commercial gain and not personal use;
6. We reserve the right to cancel your Order even after we have accepted it, for any of the reasons listed in Clause 6.5 of these Terms and Conditions.
7. We reserve the right to cancel your Order if we suspect that your Order may be in contravention of any applicable law, including but not limited to any international sanctions in place.
8. By placing an Order on the Platform, You hereby confirm and warrant that You:

   1. will not export or otherwise transport any Goods to Russia;
   2. will not make the Goods available for use in Russia; and/ or
   3. are not a person connected with Russia (being a person located in Russia, ordinarily resident in Russia or an association of any such person).

Payment and payment methods on the Platforms

1. You can currently pay in British Pounds or such other currency as we may accept from time to time.
2. We accept payment for Orders by MasterCard, Visa, Visa Debit, PayPal, Apple Pay, Klarna, gift cards and e-vouchers. Gift cards and e-vouchers can only be used for orders in British Pounds.
3. Please note in co-operation, with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options via Klarna. Payment is to be made to Klarna for:

   1. Pay Later 30
   2. Pay in 3 instalments
   3. Pay Now

   Further information and Klarna’s user terms you can find here. General information on Klarna can be found here.
4. If you choose to pay for your Order using a payment card with a currency denominated account that is different from the currency you are paying in, your payment card will be charged in the payment currency at the foreign exchange rate applied by your relevant payment card provider or bank at the time of processing your Order. Your international payment card provider or bank will determine the foreign exchange rate and may add an additional processing or administration charge which you will be liable to pay.
5. By placing your Order and making an offer to buy a Product, you authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.
6. Some of the payment providers we work with may offer you an alternative payment service, such as payment by instalments. In relation to any such payment service, the terms and conditions governing such service are between you and the payment provider. Kliko shall not be held legally responsible for any such service provided by the payment provider. Please contact the payment provider directly should you have any queries on their service.

Gift Cards and e-vouchers

1. All purchases of gift cards shall be subject to the following terms and conditions:

   1. Notwithstanding the channel a gift card is purchased, Kliko printed gift cards (the “Gift Cards”) and digital gift cards (“eGift Cards” or “eVouchers”), (together the “Kliko Gift Cards”) are governed by these terms and conditions.
   2. A Kliko Gift Card is not a cheque guarantee, credit or charge card.
   3. The minimum amount to activate a Kliko Gift Card is £10. The maximum Kliko Gift Card value that can be loaded onto one card will be notified to you at checkout and is subject to change. Please note the maximum value that can be loaded onto one card may differ across retail channels.
   4. You may use a Kliko Gift Card to make purchases online via the Kliko website in GB pounds sterling only.
   5. When using a Kliko Gift Card on the Kliko website, you will be required to give the serial number on the Gift Card and the PIN, which is revealed by scratching off the holographic panel on the Gift Card or as detailed on your eGift Card.
   6. For full details on the terms and conditions attached to using a Kliko Gift Card online or returning items purchased online with a Kliko Gift Card, please visit our website's terms and conditions: www.kliko.co.uk/terms.
   7. You may also use Kliko Gift Cards at selected locations.
   8. We reserve the right to change locations in which Kliko Gift Cards are accepted.
   9. Kliko Gift Cards cannot be redeemed via telephone/mail-order.
   10. When you use a Kliko Gift Card in store or online, the amount of your purchase will be deducted from the balance on the Kliko Gift Card. If your purchase totals less than the value of the Gift Card, any balance will be left as credit for you on your Kliko Gift Card to spend in future. However, additional value cannot be added to any Kliko Gift Card and change will not be given.
   11. You may only redeem your Kliko Gift Card in GB pounds sterling. Please note if your order is denominated in any other currency other than GB pounds sterling, Kliko Gift Cards cannot be used as a payment method for such order. For the avoidance of doubt, orders delivered to the United States of America must be denominated in US dollars (US$). Kliko Gift Cards cannot be used as a payment method for any orders delivered to the United States of America.
   12. A Kliko Gift Card cannot be redeemed or exchanged for cash and cash refunds will not be available for products purchased with a Kliko Gift Card.
   13. Refunds will not be given for the purchase of a Kliko Gift Card. Your statutory rights are not affected.
   14. A Kliko Gift Card is like cash. Lost or stolen cards cannot be replaced, refunded, cancelled, blocked, restricted in any way or exchange for a new Kliko Gift Card.
   15. Kliko shall not be responsible for any use of the funds on any Kliko Gift Card(s) without your knowledge or consent.
   16. Kliko reserves the right to refuse to accept any Kliko Gift Card which we consider has been tampered with, copied or which otherwise is suspected to be affected by fraud.
   17. If your Kliko Gift Card becomes accidentally damaged or if you have any issues with using your Kliko Gift Card, please contact Kliko Customer Services here or by e-mailing support@kliko.co.uk.
   18. All refunds of goods or services purchased with a Kliko Gift Card will be made in accordance with Kliko’s refund policy. This does not affect your statutory rights.
   19. For returns of products purchased in store with a Kliko Gift Card, the purchase price will be refunded to a Gift Card.
   20. For returns of products purchased online with a Kliko Gift Card, returned by post or courier, the purchase price will be refunded to an e-voucher. For further details on vouchers please see: https://www.kliko.co.uk/terms.
   21. For return or product purchased online with a Kliko Gift Card, returned in store, the purchase price will be refunded to a Gift Card.
   22. The re-sale of Kliko Gift Cards is strictly prohibited.
   23. Risk in the Gift Card shall pass to you upon delivery or receipt if the Gift Card is purchased in store. Risk in the eGift Card shall pass to you upon receipt of the email.
   24. Kliko will cancel the value of a Kliko Gift Card if we fail to receive payment from the purchaser's bank or card company for the initial purchase of the card. Further action may be taken where the fraudulent use of a credit card is suspected. For cash purchases of £1000 or more we will require proof of identification.
   25. All orders for Kliko Gift Cards are subject to security checks. Your order may be delayed in the event that additional security and fraud checks are required. If your order fails the relevant security checks, your order will be rejected with no sums levied from your account or refunded.
   26. Kliko will not be liable, in contract, tort (including, without limitation, negligence), pre- contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with these terms and conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use any Kliko Gift Card(s).
   27. Kliko reserves the right to amend these terms and conditions from time to time where we consider it reasonable and necessary to do so.
   28. These terms and conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.`

Delivery

1. You must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that your Order is going to, but also the name of its recipient. We will not be liable for the delivery of your Order as a result of you supplying us with incomplete or inaccurate information. Parcels may require a signature on delivery.
2. Please note, if you choose to use any of our delivery partners’ personalised services (including but not limited to having your parcel delivered to a neighbour or left in a safe place), Kliko shall not be held liable for any items which are lost, damaged or delayed.
3. We will make every effort to deliver your Order within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays or higher-than-anticipated demand. Kliko shall not be liable for any delay or failure by us to deliver your Order within the estimated timescales as a result of such delays. Please note that delivery of your Order may take longer during sale or other busy periods.
4. For the full list of countries that we currently deliver to, please see our delivery section. If you wish to place an Order for delivery outside of mainland UK please contact us prior to ordering by e-mailing support@kliko.co.uk. Orders placed for delivery outside mainland UK may be subject to a minimum order value. We will notify you of the international delivery charge(s) applicable to your Order. Delivery lead times of your Order to an international address will vary according to its destination.

Click & Collect

1. Kliko 'Click & Collect' is a collection service available in selected locations. Orders placed using our 'Click and Collect' service will be treated as a UK Order and will include UK VAT.
2. We will make every effort to make your Order available for collection within the estimated timescales. However delays are occasionally inevitable during sale or other busy periods or due to unforeseen factors or events outside our control, for example, extreme weather, a flood or fire. Kliko shall not be liable for any delay or failure to make your Order available for collection within the estimated timescales.
3. After you have received an email from us notifying you that your Order is ready for collection, please collect your Order from the designated collection point in the relevant location where you asked for your Order to be sent. Please see your 'Ready to Collect' email for details of where the collection point is located.
4. When collecting your Order from a store please make sure that you bring either a valid passport, driving licence or the payment card that you used to place the Order. Please also bring your 'Ready to Collect' email or Apple Wallet confirmation. For Orders paid for using PayPal, Klarna and gift card orders you will need to bring your passport or photo driving licence, please note payment cards or other payment confirmation emails alone will not be accepted.
5. We may be unable to offer the 'Click & Collect' service on certain Products. The Products for which the ‘Click & Collect’ service is available for may change from time to time.
6. If you fail to collect your Order within seven (7) days of receiving an email from us notifying you that your Order is ready for collection, your Order will no longer be available for collection. Please note that in relation to certain Products this period may be shorter and we would advise that you check a Product's Description for further details. If you fail to collect your Order within the set period of time then we will automatically refund the original purchase price of your Order. Please refer to our Returns Policy for more information.

Cancellation

1. You have a statutory right to cancel your contract of sale at any time up to fourteen (14) days after the day on which you receive your Order. If you place an Order for several Products and they are delivered separately then your fourteen (14) days will start the day after you receive the last Product in your Order. You need to return the item within fourteen (14) days after the day on which you receive or collect your Order in order to receive a refund. For information on refunds please see our Returns Policy.
2. If, for any reason, you wish to cancel your contract before your Order has been dispatched or you have been notified that it is available for collection, then you need to let us know. You can do so by contacting Kliko’s Customer Services team by e-mailing support@kliko.co.uk. Once we have received notification from you of your wish to cancel your contract, subject to any monies having been taken from you, provided the items have not been dispatched then we will refund you the original purchase price and delivery charge for your Order within fourteen (14) days. For more information, please see our Returns Policy.
3. It may not always be possible to stop an Order from being dispatched or made available for collection. If you decide to cancel your contract and your Order has already been dispatched or you have been notified that it is ready for collection, then you need to let us know and return the Product within fourteen (14) days from the day after you receive or collect your Order. We may withhold any reimbursement until we have received the Order back or you have supplied evidence of having sent the Order back, whatever is the earliest. You can notify us by using any one of the options identified in clause section 14. Returns Methods. Please refer to "How to return an Item" in our Returns Policy.

Returns Policy

1. Due to the nature of our Products and for hygiene reasons all Products must be unused and in their original packaging with seals, tags and any other security devices still attached and intact when they are returned to us so they are in a saleable condition. We reserve the right to consider the condition of any Product that you wish to return and make any deductions or refuse a refund if there are indications that the Product, its tags, security devices, packaging or seals have been opened, used, removed, broken or tampered with. For returns based on unwanted items; you must return within 14 days of receiving the item. Due to the nature and conditions of any products purchased during sale periods, Kliko are unable to accept any returns, refunds or exchanges on any unwanted items as this part of an exclusive offer.
   
   In the unusual event that you receive an item damaged or faulty we will exchange or refund this for you. If you receive a damaged/faulty item you must notify us in 7 days by e-mailing support@kliko.co.uk.
2. Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:

   1. Products which are bespoke, have been made to measure, altered, or personalised to your specification;
   2. Event tickets;
   3. Perishable goods;
   4. Toiletries and cosmetics.
   5. Face coverings

   Please note we cannot accept exchange for Orders purchased in store or online using Klarna.

3. Process for all returns (UK, EU and Non-EU)

   
   
   You have 14 days from the date on which you received or collected your Orders to return the Product(s). Please note that you need to notify us of your intention to return the Product(s) within the 14 days and then have a further 10 days in which to return the Product(s) to us.
4. Should you choose to return your Product(s) through any other process not outlined in these terms and conditions (including a different carrier or postal service and not following the appropriate process as listed below), then any cost associated with that, as well as the risk, loss or damage to your Order shall be borne by you.
5. Any packaging and labels must be returned with the Product(s) otherwise we will not be able to refund the Order.

6. Process for returning Products from an Order made through a Kliko account

   1. Go to our website www.kliko.co.uk and login to your account. Select the Returns tab.
   2. Open the Order(s) containing the Product(s) you wish to return. For each Product you wish to return, click the ‘Add’ button.
   3. Complete the on-page returns form including the reason for the return of each Product. Ensure you enter your full name and e-mail address in the returns form. Please ensure you use the same e-mail address you made the original Order from. If you wish to return Products from multiple Orders made through different accounts, the returns forms must be completed separately whilst logged into each respective account.
   4. Ensure you make a note of the returns reference code in the form and select ‘Start a return’.
   5. Securely package the Product(s) you wish to return and post them to the returns address (see section 13. Returns Address), using a method specified in section 14. Returns Methods including your returns reference code on the label, or on a note inside the package.

7. Process for returning Products from an Order made through a Kliko account

   1. Go to our website www.kliko.co.uk and select the ‘Contact’ page. Links to the Contact page are located in our website header and footer.
   2. Select the option ‘Returns / Refunds’.
   3. Complete the returns form, ensuring you include your original Order number from the order containing the Product(s) you wish to return, your e-mail address from the original Order, and the details for each Product(s) you wish to return.
   4. Ensure you make a note of the returns reference code in the form and select ‘Submit’.
   5. Securely package the Product(s) you wish to return and post them to the returns address (see section 13. Returns Address), using a method specified in section 14. Returns Methods including your returns reference code on the label, or on a note inside the package.

Returns Address

1. Please send all returns to:

   
   Kliko Returns,
   Arise Innovation Hub,
   Alan Cherry Drive,
   Chelmsford,
   Essex,
   CM1 1QT

Returns Methods

1. You must send your returns via a tracked delivery method. Returns can only be processed once we have received Product(s). We recommend using one of the following services to send back your returns:
   
   

   1. Royal Mail Tracked 48
   2. Royal Mail Tracked 24
   3. Royal Mail Special Delivery
   
   
2. The buyer is responsible for any costs incurred when returning items, such as postage and packaging fees. We will not reimburse any costs incurred by you in returning your Products.

3. Gift Cards

   
   Refunds will not be given for the purchase of a Kliko Gift Card. Your statutory rights are not affected.

4. Non – Kliko Returns

   
   We will not be held responsible for any items that are returned to us which were not purchased from Kliko. This includes personal items as well as items which have been purchased from other third parties. It is your responsibility to contact our Customer Services team as soon as possible in order to arrange their return to you (which shall be solely at your cost). If we do not hear from you, we will return the package to the relevant carrier and you will need to discuss this matter directly with them.
5. Orders purchased in one of our stores may be returned in-store, or via post. To return Orders via post that were purchased in store See section 12. Returns Policy.
6. Orders purchased in one of our stores at a reduced price for sale or clearance can only be returned within 14 days for an exchange or gift card only. Sale items are not eligible for a full refund.
7. Orders purchased on the Platform can only be returned via post. See section 12. Returns Policy.

Refunds policy

1. Within fourteen (14) days of us receiving your Order back by post, or receiving proof from you that your Order was returned to us, we will refund you the original purchase price and delivery charge for your Order, provided that you return the Product(s) to us in a saleable condition.
2. Refunds will be issued back to you as follows:

   1. If you paid for your Order using a credit or debit card then your refund will be made back to the same card. This will appear in your account within five (5) days depending on your card issuer.
   2. If you paid for your Order using your PayPal account your refund will be processed back to your PayPal account once we receive and process the Order.
   3. If you paid for your Order using a gift card or e-voucher and returned it to us via post, then the refund will be made back to you via an e-voucher. Alternatively, if you paid for your Order using a gift card or e-voucher and returned it to one of our stores, then your refund will be given back to you on a gift card.
   4. If you paid for your Order using a gift card or e-voucher as well as your credit or debit card, then any refund for that Order will be made back in the same amounts to the same payment methods that you used when originally placing your Order, with priority given to your credit or debit card. This means that if you placed an Order for £50 but used a £20 gift card, with the remainder paid for using your debit card, then you will receive a £30 refund to your debit card and a £20 refund to a gift card (if you returned your item to store) or e-voucher (if you returned your item via post).
3. We will not refund the original delivery charges or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that.
4. If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related. When returning discounted products online, the usual 14-day returns policy applies. Items purchased in one of our stores at a reduced price for sale or clearance can only be returned within 14 days for an exchange or gift card. Sale items are not eligible for a full refund.

5. Repeated Returns

   
   We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, lead to the closure of your Kliko Account and refusal to fulfil future Orders.

Liability and Indemnity

1. If the fulfilment of an Order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, or you fail any of our fraud detection or anti money laundering detection checks, Kliko has the right to stop or cease to fulfil the Order (or part thereof) at any time and shall incur no liability in such circumstances.
2. You have certain rights as a customer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the United Kingdom, contact your local authority Trading Standards Department or Citizen's Advice Bureau. Nothing in these Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these Terms and Conditions with reasonable care and skill.
3. Any Orders delivered to you will be of satisfactory quality. However, if we deliver an Order that is not of satisfactory quality, you can:

   1. contact us for a full refund within twenty eight (28) days of delivery; or
   2. contact us for a repair or replacement.
4. We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, the material or Content on the Platforms, a Product, or the conduct of other Users of the Platforms, even if Kliko has been advised of the possibility of such damages.
5. You agree to fully indemnify, defend and hold harmless Kliko, our agents, officers, directors, employees and suppliers, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms and Conditions by you or any other liabilities arising out of your use of the Platforms, or the use by any other person accessing the Platforms using your Kliko Account and/or your Personal Information.
6. Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our agents or employees.

General

1. We may change these Terms and Conditions at any time. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from the Terms and Conditions and shall not affect the validity and enforceability of the remainder of these Terms and Conditions which shall continue to have full force and effect.
2. We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.
3. If you breach these Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any clause of these Terms and Conditions.
4. The Platforms may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Platforms and any transactions conducted on or through the Platforms. These Terms and Conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.
5. The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from these Terms Conditions such that no third party may claim any rights under these Terms and Conditions.
6. Applicable laws require that some of the information or communications we send to you should be in writing. When using the Platforms, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on the Platforms. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.
7. These Terms and Conditions govern our relationship with you and supersede any and all preceding and contemporaneous agreements between you and Kliko. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a Director of kliko. You confirm that, in agreeing to accept the Terms and Conditions, you have not relied on any representation save insofar as the same has expressly been made a clause of these Terms and Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory tights are not affected by these Terms and Conditions.
8. These Terms and Conditions are version 1.0 and were last updated on 12 June 2024.

User Reviews & Feedback

1. Kliko welcomes customer reviews on both products and services, provided they meet the following conditions:
   1. Product reviews may only be submitted by customers who have genuinely purchased the product in question and used it under reasonable conditions in accordance with all usage instructions and guidance provided.
   2. Service reviews may be submitted by any individual who has had a verifiable interaction with Kliko, regardless of whether a product was purchased.
2. All reviews must be fair, accurate, and based on genuine experiences. Reviews must not contain false, misleading, defamatory, obscene, abusive, or unlawful content. Kliko reserves the right to edit, remove, or challenge any review that is suspected to breach these terms or any applicable laws.
3. Any reviews containing claims, criticisms, or allegations about Kliko’s products or services must allow Kliko a reasonable opportunity to investigate the matter.
   1. Customers agree to provide full cooperation during any investigation initiated as a result of a review.
   2. Kliko does not prohibit the publication of reviews prior to such investigations, but reserves the right to request additional information from the reviewer in order to fairly and thoroughly address the issue.
4. Kliko treats false, misleading, or malicious reviews with the utmost seriousness. In cases where reviews are determined to be knowingly false or submitted with malicious intent:
   1. Kliko reserves the right to remove or request removal of the review;
   2. Legal action may be pursued for breaches of these Terms and Conditions, including but not limited to defamation, reputational harm, or fraudulent misrepresentation.
5. Kliko reserves the right to moderate, edit, refuse, or remove any review submitted through its website or affiliated platforms (including social media and third-party review platforms) at its sole discretion, particularly if such content is deemed to breach these terms or infringe on third-party rights.
6. By submitting a review, the customer grants Kliko a worldwide, royalty-free, perpetual, irrevocable license to use, reproduce, publish, and distribute the content of the review for marketing, promotional, and legal purposes.

Comments and Complaints Procedure

1. Please contact us if you have any comments or complaints by contacting our Customer Services team by e-mailing support@kliko.co.uk. We will always endeavour to resolve any dispute as swiftly as possible.
2. If you are not happy with how we have handled your complaint, you have the option to use Alternative Dispute Resolution (ADR) rather than issuing a claim against Kliko. ADR is a process which is free for you to use and involves an independent body considering the facts of your dispute and producing a written determination which is binding on Kliko.
   
   If you would like to pursue ADR , you will need to submit a complaint to RetailADR (previously the Retail Ombudsman) in writing (at RetailADR, 12–14 Walker Avenue, Wolverton Mill, Milton Keynes MK12 5TW), by email (enquiries@cdrl.org.uk) or by phone (+44 (0)20 3540 8063). Please note that any disputes may also be submitted for online resolution to the European Commission Online Dispute Resolution platform.

Our details

1. Kliko is a Private Limited Company registered in England and Wales. You may contact us via support@kliko.co.uk, or via our website contact page.