Terms of service

1. General Terms

These Terms of Service govern access to and use of the VELCERA online store and purchases of products offered through it.

VELCERA supplies clay and ceramic tableware and related products to individual consumers (B2C) and business customers (B2B), including retailers, hospitality businesses and other commercial purchasers.

By placing an order, customers agree to the terms applicable to their purchase, subject to any rights or protections that cannot lawfully be excluded.

Certain business transactions may be governed by separately agreed written commercial terms. Where an authorised written agreement conflicts with these standard terms, the specifically agreed provisions will take precedence to the extent legally permitted.

2. Business Information

VELCERA operates as an online retailer and wholesale merchant.

Our business is responsible for product sourcing, customer transactions, order administration and customer support.

Product storage, order picking, packing, dispatch and delivery may be performed by authorised independent fulfilment and logistics providers.

The use of third-party service providers does not remove VELCERA's legal obligations to its customers.

3. Customer Eligibility

Customers must have the legal capacity and authority to enter into a binding purchase agreement.

Business customers placing orders on behalf of an organisation confirm that they are authorised to act for that organisation.

Customers agree to provide accurate billing, delivery and contact details and to update relevant information where necessary for order fulfilment.

4. Product Information

We aim to provide accurate descriptions, specifications, dimensions, quantities and images for products available for purchase.

However, minor variations may occur in ceramic and clay products due to materials, glazing methods and manufacturing processes.

Product images are illustrative and may differ slightly from actual products because of lighting, screen settings and natural material characteristics.

Variations do not excuse any failure to meet applicable consumer quality, safety or description requirements.

Unless a product is expressly identified as suitable for a particular use, customers should not assume it is safe for ovens, microwaves, dishwashers, direct heat or other specialised applications.

Customers should follow any product-specific safety, care and usage instructions supplied.

5. Product Availability

All orders are subject to product availability and acceptance.

Products may be temporarily unavailable due to supplier stock changes, fulfilment capacity or other operational circumstances.

If an ordered product becomes unavailable, we will contact the customer and offer a suitable resolution, which may include an alternative product where agreed or a refund for the unavailable item.

We do not substitute products without appropriate customer agreement.

6. Orders and Contract Formation

Customers may place orders using the available online ordering process or other approved sales channels.

After an order is submitted, an electronic acknowledgement may be issued.

A purchase contract is formed when we accept the order, normally by issuing an order acceptance or confirmation, subject to any different arrangement expressly stated during checkout.

We reserve the right to decline an order for legitimate reasons, including product unavailability, suspected fraud, inaccurate information or obvious pricing errors, subject to applicable law.

If payment has already been collected for an order that is not accepted, the relevant amount will be refunded.

7. Prices and Payments

Product prices are displayed in the applicable currency according to the selected purchasing market or agreed quotation.

Applicable taxes, delivery charges and other compulsory charges will be disclosed before an order is submitted, as required by law.

Prices for business customers may differ from retail prices and may depend on ordered quantities, commercial arrangements and agreed quotations.

Wholesale pricing may be displayed inclusive or exclusive of VAT, provided the applicable treatment is clearly disclosed.

Payment must be made using an accepted payment method and in accordance with the payment terms confirmed for the order.

Where business credit or deferred payment terms have been expressly agreed in writing, those terms will apply.

We may correct obvious pricing or technical errors before accepting an order and will inform affected customers of the correct price before proceeding.

8. Retail and Wholesale Purchases

VELCERA serves both private purchasers and commercial customers.

Retail Customers (B2C)

Retail orders are intended for personal, domestic or other non-commercial use.

Consumer purchases are protected by applicable consumer protection legislation, including the Consumer Rights Act 2015 and relevant distance-selling regulations.

Business Customers (B2B)

Wholesale and commercial orders are intended for business purposes, including resale, hospitality, professional use and commercial distribution.

Business orders may involve larger quantities, different packaging requirements, freight arrangements or individually agreed commercial terms.

Any applicable minimum quantities, order increments or specific commercial requirements will be communicated before the relevant order is accepted.

A business customer does not automatically benefit from statutory cancellation rights reserved for consumers.

9. Order Fulfilment

Products are obtained from suppliers and may be stored, handled, packed and dispatched through independent fulfilment facilities.

We arrange fulfilment services with the aim of maintaining appropriate standards of order accuracy, product handling and protective packaging.

For operational reasons, orders may be processed by different fulfilment facilities or divided into separate shipments.

Any material changes to agreed delivery arrangements will be communicated to the customer.

10. Shipping and Delivery

Available delivery methods, charges, destinations and estimated delivery periods will be provided during checkout, in an accepted quotation or through the relevant order confirmation.

Delivery estimates may depend on order size, product availability, shipping destination and carrier arrangements.

For consumer contracts, delivery will take place within the agreed delivery period or, where no different period has been agreed, within the period required by applicable consumer law.

Consumer delivery rights and the rules governing transfer of risk will apply regardless of the involvement of third-party carriers.

Business delivery terms may be agreed separately in writing.

11. Cancellation, Returns and Refunds

Returns, cancellations and refunds are governed by our Return and Refund Policy and applicable law.

Eligible consumer customers generally have a statutory right to cancel qualifying distance purchases within 14 days after delivery.

Business customers do not have an automatic consumer-style cancellation right and must comply with applicable commercial agreements for discretionary returns.

Nothing in these terms restricts any statutory consumer rights relating to faulty, damaged, unsafe or misdescribed goods.

12. Product Care and Safe Use

Customers are responsible for using products in accordance with any supplied instructions and applicable safety warnings.

Clay and ceramic products may be vulnerable to cracking, chipping or breaking when subjected to inappropriate handling, sudden temperature changes, impact or unsupported uses.

Customers should inspect products for visible damage before use.

Products showing cracks, broken edges or other potentially hazardous damage should not be used for food or drink until their safety has been established.

Customers must not use an item for food contact unless it is sold or identified as suitable for that purpose.

Business customers are responsible for ensuring that their resale, commercial use, handling and any additional labelling comply with applicable legal requirements.

These provisions do not limit any liability that cannot lawfully be excluded.

13. Intellectual Property

All original store content, including text, product descriptions, branding, graphics, photographs and other protected materials, is owned by VELCERA or used with appropriate permission, except where otherwise indicated.

No intellectual property rights are transferred to customers through the purchase of products.

Unauthorised reproduction, redistribution or commercial exploitation of protected content is prohibited unless permitted by law or authorised in writing.

14. Acceptable Use

Customers and website visitors must not:

• Use the store for fraudulent or unlawful purposes.

• Submit false or misleading payment or customer information.

• Attempt unauthorised access to accounts or systems.

• Interfere with website security or functionality.

• Upload malicious software or harmful code.

• Misuse customer support channels or impersonate another person.

We may take proportionate action to protect the store, its customers and its service providers against unlawful activity.

15. Liability

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded.

For consumer customers, nothing affects statutory rights or remedies, including rights concerning the quality, safety, description and delivery of goods.

For business customers, and to the extent permitted by law and subject to applicable requirements of reasonableness, VELCERA will not be liable for indirect or consequential commercial losses, including loss of anticipated profits, business opportunities or goodwill, where such losses may lawfully be excluded.

Any additional limitations or allocations of liability in a separately negotiated business contract will apply only to the extent legally enforceable.

16. Events Outside Reasonable Control

We are not responsible for failures or delays caused by events outside our reasonable control to the extent permitted by applicable law.

Such events may include serious transport disruption, natural disasters, industrial action, government restrictions or substantial interruptions to essential infrastructure.

Where such circumstances affect an order, we will take reasonable steps to inform the customer and identify an appropriate resolution.

Consumer rights concerning delayed or failed delivery remain unaffected.

17. Privacy and Personal Information

Personal information is processed in accordance with our Privacy Policy and applicable data protection legislation.

Customer information may be provided to authorised payment, fulfilment, logistics and other operational service providers where necessary for legitimate business purposes.

18. Governing Law and Disputes

These terms are governed by the laws of England and Wales, except where mandatory laws or consumer protections require otherwise.

Consumers retain the protection of any mandatory legal provisions applicable to their purchases and any jurisdictional rights that cannot lawfully be excluded.

For business disputes, the courts of England and Wales will have jurisdiction unless the parties have expressly agreed otherwise in writing or applicable law requires another arrangement.

Before commencing formal proceedings, customers are encouraged to contact us so that we may attempt to resolve the matter.

19. Changes to These Terms

We may revise these terms to reflect legal, commercial or operational changes.

Changes will not retrospectively remove rights already acquired under an existing contract.

The terms applicable at the time of an accepted order will generally govern that order unless a lawful and expressly agreed amendment applies.

20. Contact Information

Questions regarding orders, these terms or our services may be directed to:

Merchant: VELCERA
Company Number: 17538818
Customer Support: contact@velcera.shop
Business Address: 111 Fleet Street, London EC4A 2AB, United Kingdom