Terms and conditions

1. About HareVelle

HareVelle is a trading name of:

• Trading name: HareVelle
• Email: support@harevelle.com
• Website: harevelle.com

In these Terms, “HareVelle”, “we”, “us” and “our” refer to HareVelle.

“You” and “your” refer to the person accessing the website or purchasing products from us.

2. Scope of these Terms

These Terms apply to:

• use of the HareVelle website;
• purchases of food supplements and related products;
• customer accounts;
• promotional offers;
• subscriptions, where offered;
• deliveries and returns;
• reviews or other content submitted to the website.

Additional policies may also apply, including our:

• Privacy Policy;
• Cookie Policy;
• Delivery and Returns Policy;
• Subscription Terms, where applicable.

If there is a conflict between these Terms and specific terms shown on a product, promotion or subscription page, the more specific terms will apply to that purchase.

3. Eligibility to purchase

You must be at least 18 years old and legally capable of entering into a binding contract to place an order through our website.

By placing an order, you confirm that:

• the information you provide is accurate and complete;
• you are authorised to use the chosen payment method;
• you are purchasing for personal use unless we have expressly agreed otherwise;
• you will follow all directions, warnings and recommended serving instructions shown on the product.

We may refuse or cancel an order where we reasonably believe that it is fraudulent, unauthorised, intended for unlawful resale or otherwise breaches these Terms.

4. Food supplement information

HareVelle products are sold as food supplements.

Food supplements:

• are not medicines;
• are not intended to diagnose, treat, cure or prevent disease;
• should not be used as a substitute for a varied and balanced diet and healthy lifestyle;
• should be used only in accordance with the product label;
• should not be consumed in excess of the stated recommended daily amount.

UK rules prohibit claims that a food or food supplement can treat, prevent or cure a disease or medical condition.

Before using a product, you should read:

• the complete ingredients list;
• allergen information;
• suitability information;
• directions for use;
• storage instructions;
• warnings;
• recommended daily intake;
• best-before information.

You should obtain advice from a doctor, pharmacist or other suitably qualified healthcare professional before using a food supplement if you:

• are pregnant or breastfeeding;
• are trying to conceive;
• are taking medication;
• are under medical supervision;
• have a diagnosed medical condition;
• have allergies or food intolerances;
• are purchasing a product for a child;
• are scheduled for surgery;
• are uncertain whether a product is suitable for you.

Stop using a product and seek appropriate medical advice if you experience an unexpected or adverse reaction.

Always keep supplements out of the sight and reach of children.

5. Allergies and dietary suitability

Product pages and labels may identify products as suitable for particular dietary requirements, such as:

• vegetarian;
• vegan;
• halal;
• kosher;
• gluten-free;
• dairy-free.

You must read the current product label before consumption, even if you have previously purchased the same product.

Manufacturing facilities may handle multiple ingredients. Where there is a known risk of cross-contamination or an allergen is present, this will be stated on the product page, label or packaging as required.

Do not consume a product if:

• you are allergic to any listed ingredient;
• the safety seal is missing, damaged or appears to have been tampered with;
• the packaging is damaged;
• the product has passed its use-by or best-before date;
• the contents appear unusual or contaminated.

Contact support@harevelle.com if you notice any of these issues.

6. Product descriptions and images

We take reasonable care to ensure that product descriptions, ingredients, quantities, nutritional information and images are accurate.

However:

• packaging may be updated from time to time;
• labels may be updated to reflect legal or formulation requirements;
• colours may appear differently depending on your screen;
• product photography may include decorative items that are not included with the product;
• products may be shown at a different scale from their actual size.

The product name, quantity, format and main characteristics shown at checkout will form part of your contract with us.

We will not substitute a materially different product without your consent.

Where information on the website appears to differ materially from the label you receive, do not consume the product until you have contacted us.

Food information provided online must be clear, accurate and not misleading, and important information such as ingredients, allergens, net quantity and warnings must be made available to customers.

7. Availability

All products are subject to availability.

Adding a product to your basket does not reserve it.

If a product becomes unavailable after you place an order, we may:

• contact you to offer an alternative, which you may accept or decline;
• delay fulfilment with your agreement;
• cancel the affected item and refund it;
• cancel the entire order where the unavailable item is essential to the order.

We will not send a substitute without your consent.

8. How to place an order

You can place an order by:

• selecting the product and quantity;
• adding the product to your basket;
• reviewing your basket;
• providing delivery and billing information;
• selecting an available delivery option;
• selecting a payment method;
• reviewing the final price;
• selecting the button confirming that the order carries an obligation to pay.

You are responsible for checking your order before submitting it.

Online retailers must clearly show product information, prices, delivery costs and payment obligations before an order is placed.

9. Order acknowledgement and contract formation

After you submit an order, we will send an order acknowledgement by email.

The acknowledgement confirms that we have received your order. It does not necessarily mean that your order has been accepted.

A binding contract is normally formed when we send you:

• a dispatch confirmation; or
• another written confirmation that your order has been accepted.

The contract will apply only to products confirmed in that acceptance or dispatch confirmation.

We may decline an order before acceptance for reasons including:

• product unavailability;
• an obvious pricing or description error;
• unsuccessful payment authorisation;
• suspected fraud;
• delivery restrictions;
• quantity restrictions;
• suspected commercial resale;
• breach of these Terms.

If we decline an order after taking payment, we will refund the amount paid.

10. Prices

Prices are shown in the currency selected on the website.

11. Obvious pricing errors

We try to ensure prices are correct.

If a product is listed at an obviously incorrect price because of a technical, administrative or typographical error, we may cancel the order before dispatch.

Where appropriate, we will contact you and give you the option to purchase the product at the correct price.

We will refund any payment already taken for a cancelled order.

12. Payments

Payments may be processed through third-party payment providers such as Stripe or another provider displayed at checkout.

We do not normally store complete payment card details on our own servers.

Payment must be authorised before an order is accepted.

You confirm that:

• the payment information is accurate;
• you are authorised to use the payment method;
• sufficient funds or credit are available;
• the payment does not breach any law.

Your bank or payment provider may apply separate terms, currency conversion charges or security checks.

13. Promotional codes and discounts

Promotional codes:

• must be entered before payment;
• cannot normally be applied retrospectively;
• may have an expiry date;
• may apply only to selected products;
• may require a minimum order value;
• may be limited to one use per person, household or order;
• may not be combined with another offer unless stated otherwise;
• have no cash value.

We may withdraw or amend a promotion where there has been an error, fraud, misuse or circumstances outside our reasonable control.

We will not remove a valid discount from an order after acceptance unless it was obtained fraudulently or through an obvious error.

14. Third-party fulfilment

We may use third-party fulfilment partners to:

• label products;
• store stock;
• pick and pack orders;
• arrange delivery;
• process returns;
• investigate damaged or missing parcels.

A fulfilment partner may dispatch your order directly to you.

Regardless of who physically dispatches the parcel, your purchase contract is with HareVelle. You should contact HareVelle at support@harevelle.com regarding your order and should not contact or return products directly to a manufacturer or fulfilment provider unless we expressly instruct you to do so.

15. Delivery

Available delivery methods, estimated delivery periods and charges will be displayed at checkout.

Delivery periods are estimates unless we expressly state that a date is guaranteed.

We will deliver to the address supplied during checkout. You must check that the delivery address, postcode, recipient name and contact information are correct.

Unless a different period has been agreed, goods must normally be delivered without undue delay and no later than 30 days after the contract is made.

Delivery may be affected by:

• weekends and public holidays;
• remote delivery locations;
• severe weather;
• customs inspections;
• courier delays;
• industrial action;
• security checks;
• unusually high order volumes;
• events outside our reasonable control.

We will contact you if we become aware of a substantial delay.

16. International delivery

Where international delivery is offered:

• delivery times are estimates;
• customs clearance may cause delays;
• import restrictions may apply;
• the recipient may need to pay import VAT, customs duties or handling charges;
• certain ingredients or products may not legally be imported into every country.

You are responsible for checking whether a product may legally be imported, possessed and used in the destination country.

We may cancel an order where we reasonably believe that dispatch would breach applicable law or carrier restrictions.

Separate regional terms may apply to orders delivered outside the United Kingdom.

17. Risk and ownership

Products remain our responsibility until they are physically delivered to:

• you;
• a person identified by you;
• a location expressly authorised by you, where legally treated as delivery.

Risk does not normally transfer to you merely because the parcel has been dispatched.

If you independently appoint a carrier that we did not offer, risk may transfer when the goods are handed to that carrier.

Under UK consumer law, a retailer generally remains responsible for goods until the customer or their nominated recipient physically receives them.

Ownership of the products passes to you once we have received full payment and the products have been delivered.

18. Incorrect addresses and failed delivery

You must provide a complete and accurate delivery address.

Contact support@harevelle.com immediately if you notice an error. We cannot guarantee that an address can be changed after fulfilment has started.

If an order is:

• delivered to the address you supplied;
• refused;
• not collected;
• returned because the address was incomplete or incorrect;
• returned after repeated delivery attempts;

we may ask you to pay the reasonable cost of redelivery.

Where a parcel is returned to us, we may offer:

• redelivery after payment of applicable charges; or
• a refund of the product price, less delivery or return costs that we are legally entitled to deduct.

We will not make an unfair deduction or charge a disproportionate penalty.

19. Missing parcels

If tracking shows that a parcel has not arrived by the expected delivery date, contact support@harevelle.com.

We may ask you to:

• confirm the delivery address;
• check with other members of your household;
• check any authorised safe place;
• check with neighbours or building reception;
• provide a signed non-receipt declaration where reasonably required.

We will investigate the delivery with the carrier.

You will not normally be required to pursue the carrier yourself. HareVelle remains responsible for resolving a failed delivery where the risk has not passed to you.

Where appropriate, we may provide:

• a replacement;
• a redelivery;
• a refund.

20. Damaged or incorrect orders

Inspect your order promptly after delivery.

Contact support@harevelle.com as soon as reasonably possible if:

• the parcel is damaged;
• the safety seal is broken;
• a product is leaking;
• a product is missing;
• you received the wrong item;
• the quantity is incorrect;
• the product is not as described.

We may request:

• your order number;
• photographs of the parcel;
• photographs of the shipping label;
• photographs of the damaged or incorrect product;
• batch or lot information;
• a description of the issue.

Do not dispose of the product or packaging until we confirm that it is no longer required for the investigation.

We will provide an appropriate remedy, which may include a replacement, refund or collection.

21. Your right to cancel

For most online purchases, you may cancel your order without giving a reason.

You must notify us within 14 days beginning on the day after:

• you receive the goods;
• the last item is received, if one order is delivered separately;
• the first delivery is received, for a regular delivery contract.

You can notify us by emailing support@harevelle.com or using the model cancellation form at the end of these Terms.

You then normally have a further 14 days to return the goods.

UK distance-selling rules provide a 14-day cancellation period for most online orders.

22. Cancelling before dispatch

Contact support@harevelle.com immediately if you want to cancel an order before dispatch.

We will make reasonable efforts to stop fulfilment.

If the parcel has already entered fulfilment or been dispatched, you may need to receive it and return it in accordance with these Terms.

23. Sealed products and change-of-mind returns

For a change-of-mind return, products must normally be:

• unopened;
• unused;
• in their original packaging;
• in a resalable condition;
• returned with any safety seal intact;
• accompanied by sufficient proof of purchase.

You may lose the right to cancel in relation to a product that:

• was sealed for health protection or hygiene reasons; and
• has been unsealed after delivery.

This does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

24. Returning a change-of-mind order

Do not send a return directly to our manufacturer, supplier or fulfilment partner without authorisation.

Email support@harevelle.com before returning anything. We will provide the appropriate return instructions and authorised return address.

Unless the product is faulty, damaged or incorrectly supplied:

• you are responsible for the return postage cost;
• we recommend using a tracked service;
• you are responsible for taking reasonable care of the product until it is returned.

The return must normally be sent within 14 days after you notify us of cancellation.

25. Change-of-mind refunds

Where you validly cancel an order, we will refund:

• the price paid for the returned products;
• the cost of our least expensive standard delivery option, where required by law.

We do not have to refund the additional cost of an upgraded or premium delivery method that you selected.

We may reduce the refund where legally permitted if the value of the product has been diminished through handling beyond what would reasonably be permitted when inspecting goods.

We do not charge cancellation or restocking fees for the exercise of a statutory cancellation right.

Refunds will normally be made:

• to the original payment method;
• within 14 days after we receive the returned goods; or
• within 14 days after you provide satisfactory evidence that the goods have been returned, if earlier.

These refund periods and standard-delivery refund requirements reflect UK distance-selling rules.

26. Faulty, unsafe or incorrectly described products

Products must be:

• of satisfactory quality;
• fit for any purpose made known to us;
• as described;
• safe to consume when used as directed.

If a product does not meet these requirements, you may have legal rights to:

• reject it;
• receive a refund;
• receive a replacement;
• receive another remedy required by law.

Consumers generally have a 30-day short-term right to reject faulty goods. Rights to a repair, replacement, price reduction or refund may continue beyond that period.

We will pay reasonable return costs for a product that is confirmed to be faulty, damaged, unsafe or incorrectly supplied.

Nothing in these Terms limits your statutory rights.

27. Product recalls and safety notices

If we, our supplier, a manufacturer or a regulatory authority identifies a potential safety issue, we may:

• contact affected customers;
• suspend sales;
• issue updated instructions;
• request that products are not consumed;
• arrange a return;
• provide a replacement or refund;
• cooperate with a product recall.

You agree to follow reasonable safety or recall instructions.

We may use your order information to contact you about a safety issue even if you have not consented to marketing communications.

28. Subscriptions

Some products may be available through recurring subscriptions.

Before you subscribe, we will show:

• the product;
• the amount charged;
• the delivery frequency;
• the billing frequency;
• any introductory price;
• when the introductory price ends;
• the normal recurring price;
• how to pause, skip or cancel;
• any minimum commitment.

Unless stated otherwise, a subscription renews automatically until cancelled.

You authorise us and our payment provider to collect the recurring amount from your selected payment method.

You can cancel by:

• using the cancellation option in your account, where available; or
• emailing support@harevelle.com.

Cancellation will apply to future subscription orders that have not entered fulfilment.

If an order has already been processed or dispatched, you may need to return it under our ordinary cancellation and returns provisions.

We will make cancellation reasonably straightforward and will not impose a disproportionate cancellation charge.

The UK’s new statutory subscription-contract regime is currently expected to come into force in spring 2027, so this section should be reviewed before that date.

29. Subscription price changes

We may change a subscription price where reasonably necessary.

We will provide advance notice before a price increase takes effect.

The notice will explain:

• the new price;
• when it will apply;
• how to cancel before the new price is charged.

A price change will not apply retrospectively.

30. Customer accounts

You may be able to purchase products as a guest or create an account.

You are responsible for:

• keeping your login details secure;
• using a strong password;
• preventing unauthorised access;
• maintaining accurate account information;
• notifying us of suspected misuse.

We may suspend or close an account where we reasonably believe that:

• it has been compromised;
• it is being used fraudulently;
• it is being used to abuse promotions;
• its use breaches these Terms;
• closure is necessary to protect customers or the website.

Account closure does not remove rights or obligations relating to existing orders.

31. Website availability

We aim to keep the website available and secure, but we do not guarantee uninterrupted access.

We may temporarily suspend or restrict access for:

• maintenance;
• security updates;
• technical problems;
• hosting failures;
• legal compliance;
• circumstances outside our reasonable control.

We will not be responsible for inconvenience caused by temporary unavailability, but this does not affect any accepted order or statutory right.

32. Acceptable use

You must not:

• use the website unlawfully;
• attempt to access another customer’s account;
• interfere with website security;
• introduce malware or harmful code;
• scrape the website in a manner that disrupts its operation;
• make fraudulent purchases;
• misuse promotional codes;
• impersonate another person;
• submit false or misleading reviews;
• use our content or branding without permission;
• attempt to reverse-engineer protected systems.

We may restrict access where reasonably necessary to protect HareVelle, its customers or service providers.

33. Reviews and customer content

Where you submit a review, image or other content, you confirm that:

• it reflects your genuine experience;
• it is accurate to the best of your knowledge;
• it is not defamatory;
• it does not contain unlawful or offensive material;
• it does not infringe another person’s rights;
• you have permission to share any image or information included.

We may moderate or remove content that breaches these requirements.

We will not offer incentives in exchange for a specifically positive review. Where a review has been incentivised, this should be clearly disclosed.

34. Intellectual property

The HareVelle name, logo, branding, product artwork, photography, website design, written content and other materials are owned by or licensed to HareVelle.

You may access and use the website for personal, non-commercial purposes.

You must not, without written permission:

• copy or reproduce our product artwork;
• use the HareVelle name or logo;
• republish substantial website content;
• create confusingly similar branding;
• use our images to sell unauthorised products;
• remove copyright or trademark notices.

Nothing in these Terms transfers ownership of intellectual property to you.

35. Privacy and personal data

We process personal information in accordance with our Privacy Policy.

Information may be shared with service providers where necessary to:

• process payments;
• fulfil orders;
• deliver parcels;
• provide customer service;
• prevent fraud;
• meet legal obligations;
• manage product recalls.

Marketing communications will be sent only where permitted by law. You may unsubscribe from marketing without affecting essential service, order or safety communications.

36. Our responsibility for loss or damage

We are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to use reasonable care and skill.

Loss or damage is foreseeable where it is an obvious consequence of our breach or was reasonably contemplated when the contract was formed.

We are not responsible for:

• losses that were not foreseeable;
• business losses arising from a consumer purchase;
• loss caused by your failure to follow product directions;
• loss caused by inaccurate information supplied by you;
• loss caused by misuse of a product;
• loss caused by continued use after discovering a defect or safety issue, where it was reasonable to stop use.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• defective products where liability cannot legally be excluded;
• breach of statutory consumer rights;
• any liability that cannot lawfully be excluded.

Consumer terms cannot remove responsibility for faulty goods, goods that are not as described, death or injury caused by negligence, or other non-excludable legal rights.

37. Events outside our reasonable control

We are not responsible for delay or failure caused by an event outside our reasonable control, such as:

• severe weather;
• natural disaster;
• fire or flood;
• epidemic or public-health emergency;
• war or civil disorder;
• industrial action;
• transport disruption;
• carrier network failure;
• government restriction;
• customs delay;
• telecommunications or hosting failure.

We will take reasonable steps to reduce the effect of the event and will contact you where an accepted order is materially affected.

If a substantial delay continues, you may have the right to cancel the affected order and receive a refund.

38. Changes to these Terms

We may update these Terms to reflect:

• changes in law;
• changes to our products or services;
• new payment or delivery methods;
• changes to our fulfilment arrangements;
• security or technical developments.

The Terms applying to an order will normally be those in force when the order was placed.

Material changes to subscriptions or ongoing contracts will be communicated where required.

39. Transfer of our rights

We may transfer our rights or obligations to another organisation, provided this does not reduce your consumer rights.

You may transfer your rights only where permitted by law or with our written agreement.

40. No waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived it.

41. Severability

If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

The affected provision will be treated as modified only to the extent necessary to make it lawful and enforceable.

42. Third-party rights

Unless expressly stated otherwise, no person other than you and HareVelle has a right to enforce these Terms.

43. Complaints

Contact us first so that we have an opportunity to resolve your concern.

Email: support@harevelle.com

Please include:

• your name;
• order number;
• contact information;
• description of the problem;
• preferred resolution;
• relevant photographs or supporting documents.

We aim to acknowledge complaints promptly and provide a substantive response within a reasonable period.

44. Governing law

These Terms and any contract between you and HareVelle are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you will continue to benefit from any mandatory consumer protections that apply where you live.

You may bring proceedings in the courts of the part of the United Kingdom in which you live.

45. Contact us

For orders, deliveries, returns, product questions or complaints, contact:

• HareVelle
• Email: support@harevelle.com