Terms & Conditions
Please take time to read these terms and conditions carefully as they affect your rights and liabilities under the law. By accessing this site and/ or placing an order, you agree to be bound by these terms and conditions.
These terms and conditions also govern purchases fulfilled via Ergobrands and any of our fulfillment partners.
This Ergobrands website is operated by the Eleven Zero company and its partners ('we', 'us' or 'our')
1. Descriptions, prices and product information
1.1 We aim to show items as accurately as possible, but they may look different in the flesh. We take great care to reproduce item descriptions and specifications provided by manufacturers accurately, but occasionally we make mistakes. If there is anything which is unclear, or if you wish to obtain further information, please contact our Customer Service.
1.2 All prices are expressed inclusive of any VAT payable (where applicable). This means that the total price you pay for the item, and for the delivery, is always the same, regardless of whether or not VAT is chargeable on the sale. The price of each item does not include the cost of delivery or any other services. We reserve the right, however, to change prices on our websites at any time without notice to you. We make every effort to ensure that prices shown are accurate when you place your order. If within 14 days of receiving your item(s),a pricing error is found in respect of any or all of the items you have ordered, we will notify you as soon as possible and offer you the option of:-
- placing a new order at the correct price for the mis-priced item(s);
- cancelling your order for the mis-priced item(s); or
- cancelling the whole of your order.
1.3 If, within 7 days of receipt of our notice to you, you have not responded by selecting one of the available options above then:
- if all of the items you have ordered are found to be mis-priced the entire order will be cancelled automatically and we will refund or re-credit you for any sum you have paid for those items; or
- If only some of the items you have ordered are found to be mis-priced, we will deliver the correctly priced items but we will not be obliged to supply you with the mis-priced items. In these circumstances we will refund or re-credit you for any sum you have paid for the mis-priced items.
1.4 In the event that a pricing error is found by us, then the above options shall only apply if your order delivery has not been completed.
Eligibility and Availability
2.1 To be eligible to purchase items from this site, you must be (a) be 18 years of age or over; and (b) have a credit or debit card acceptable to us in your name and (c) stipulate a delivery address within the store country you are or within one of our International delivery locations (which may vary according to the items ordered); (d) and give your real name, address, phone number, email address and any other details requested.
2.2 We cannot sell knives or any other sharp items which includes such items as scissors and DIY kits that include bladed tools to you if you are under the age of 18 years.
2.3 We reserve the right to decline a new customer registration or suspend your account at any time.
2.4 We also reserve the right not to accept your order for any reason.
3.1 We try our best to ensure that all items on our site are in stock. If an item is out of stock, it will normally be labelled as 'out of stock' on our website. If, for any other reason beyond our control, we are unable to supply a particular product, we will not be liable to you except to ensure that you are not charged for that product.
3.2 We will let you know as soon as possible if any particular item is unavailable for purchase.
3.3 To ensure availability of all our items, we may place restrictions on how many units of a particular product you can order at a time. We reserve the right to withdraw any product from sale for any reason.
4. Payments, our acceptance of your order and how the contract between us is formed
4.1 We only accept payment in your Store country currency and by credit or debit card & PayPal.
4.2 If an exchange rate is applicable to your order your card provider will determine the rate of exchange and may add an administration charge which you will be liable to pay.
4.3 We are able to accept MasterCard, Visa, Maestro, Visa Electron, or American Express although we reserve the right to refuse to accept any of these cards from time to time without notice. We try hard to ensure that using your credit or debit card when you shop online is safe and secure. Our secure server encrypts your credit card number details and your personal information before securely transmitting them.
4.4 When you have made your choice and your order has been placed, you will receive an order confirmation email acknowledging the details of your order. This email is not an acceptance of your order, just confirmation that we have received it.
4.5 The contract between us for the items you have ordered will only be formed when we email you to confirm that the items have been dispatched. The contract will therefore be formed in England and the language of the contract will be English.
4.6 Payment will be debited from your account upon submission of your order online. This will not be when the contract between Ergobrands and you is formed (see above).
4.7 All refund payments will be paid to you in your Ergobrands store currency and will match the amount you paid in that currency for the item(s) and delivery (if the delivery charge is refundable). If an exchange rate is applicable to your order the amount you receive in your local currency will depend on the exchange rate applied by your credit or debit card provider when it receives our refund payment and may therefore be different from the price paid for the item(s) in your local currency. We will not be liable for any losses caused to you as a result of any currency fluctuations or exchange rates applied by your credit or debit card provider.
5.1 Delivery to your address may incur a charge as detailed in our 'Delivery Information' section. The delivery charge is charged on your total order.
5.2 We aim to deliver the items to you within the time period have been mentioned in your selected shipping method.
5.3 A signature may sometimes be required at delivery. By placing an order you are authorising us to accept signature from another person at the same address on your behalf if you need to sign for an item and you are not present at the time of delivery.
5.4 For some items that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the product to be left if no one is present at the time of delivery, such as with a neighbour.
5.5 Ownership of an item will not pass to you until the product has been delivered to you (either directly, or by leaving it in a safe place or with a neighbour) Once an item is delivered, responsibility for risk of damage to or loss of the product passes to you.
5.6 We also use third party delivery companies which may, at their discretion, leave an item in a safe place if no one is present at the time of delivery. In these circumstances the delivery company will put a card through your letter box explaining where the product has been left.
Cancellation, Returns & Refunds
6. Cancelling an order - Due to change of mind prior to or at the time of delivery
6.1 If you wish to cancel any orders then please contact us to do so. There is a customer help-desk number and cancellation form you can use to cancel which can be found in the cancellation section. If the product(s) has not been dispatched we will cancel the order and the full price paid will be refunded.
6.2 If the product(s) has been dispatched and we are unable to prevent the delivery you should refuse to sign for the items and they will be returned to us and the cost of your order refunded except the delivery charge for delivering the items to you.
6.3 There may be products which are not eligible for return (for example due to hygiene reasons or because they deteriorate or expire rapidly). This product may not be returned unless damaged, faulty or as otherwise permitted in the terms and conditions.
6.4 In some instances you may not be able to part cancel an order but you may be able to return the order and claim a refund, if this is the case, customer services will explain this to you.
Cancelling an order within 30 calendar days after order
7.1 You are able to cancel your order for any reason within 30 calendar days after your order.
7.2 You are able to cancel the item by returning the items as set out in the "Returning Item(s)" section below and will be entitled to a refund according to our "Refund Policy" set out below.
7.3 Alternatively you can use the attached cancellation form, click here
7.5 You will be responsible for the cost of returning the items which are not damaged, faulty or mis-described, subject to any rights you have under your national consumer legislation.
7.6 You must take reasonable care of the items whilst they are in your possession. If you do not exercise reasonable care and the items are damaged whilst in your possession or in transit we will not be able to accept the items. We therefore recommend that when you return the item(s) you use a postal service which insures you for the value of the item(s) you are returning.
7.7 You will be charged for the cost of the initial delivery of your items unless you return the items which are damaged or faulty according to our replacement and Guarantee terms and conditions.
7.8 When you return your items please return an item undamaged, in a salable condition, and with all of its components, including the original packaging.
7.9 Please note that your right to cancel and return an item does not apply to certain items unless these items are damaged, faulty or mis-described. Such items include:
- perishable items;
- items which cannot be resold for health and hygiene reasons once unwrapped
7.10 Your rights under your national consumer legislation for these items are not affected.
8.1 You can take your item(s) to any local Ergobrands location (warehouses) along with the delivery note you received;
8.2 You can post the item(s) together with the delivery note which you received in your parcel to Ergobrands location you have received the item from.
8.3 If you are posting an item back to us we recommend that you obtain a proof of posting certificate or receipt.
Return of damaged, faulty or mis-described items
9.1 When your items are delivered please check that the order is complete and not damaged. In the event that your order is visibly damaged, do not accept the order and enter on the Returns Form or delivery note "Damaged" along with a brief description of how or where the item is damaged.
9.2 If you have accepted the item(s) and subsequently discover that they are damaged/ faulty/mis-described or parts are missing, you may be entitled to a refund, price reduction, replacement or repair. Where a replacement/repair is not possible e.g. because the product/parts no longer exist then a refund will be offered.
9.3 Please note that for courier companies to accept liability for damage caused in transit we must inform them of any damage within 24 hours of delivery. Therefore, you should inform us as soon as possible following delivery of the item(s). Any claims made after this time but within 5 days will be subject to our discretion and thereafter any such claims may be considered unreasonable.
9.4 Do not continue to use your item once you have discovered a fault. As soon as you detect that your item is faulty, please return the item to us indicating on the Delivery Note what the issue is and whether you would like a refund, price reduction, replacement or for the item to be repaired (if possible). Please return the item with all of its components, including the original packaging, where possible.
9.5 If you have any problems with your purchase, we can offer help and assistance. Please contact Customer Services by emailing us or calling us.
9.6 Your rights under your national consumer legislation and any Manufacturer Guarantees are not affected.
10.1 Please note that refunds can take up to 20 days to appear in your bank or credit card account. This may depend on which bank you use and where it is located. We will make any refund payment which is due to you within 14 days from the day we receive the goods back.
For items returned which are not damaged faulty or mis-described:
10.2 We will not refund the initial delivery charges which you paid to deliver the items you are returning or awarded as free due any type of free shipping conditions or offer.
10.3 You will be responsible for the cost of returning the items which are not damaged, faulty or mis-described, subject to any rights you have under your national consumer legislation.
For damaged, faulty or mis-described items:
10.4 If you are entitled to a refund on damaged, faulty or mis-described grounds, we will refund you as follows:
10.4.1 Any items from your order which are damaged, faulty or mis-described we will refund the cost of your order and all delivery charges, including the postage cost of returning these item(s).
10.5 With the exception of damaged, faulty or mis-described items, if items are parts of a set you must return all parts in order to qualify for a refund.
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
- Pay in 3
- Pay Later
Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.
11.1 If we are in breach of these Terms & Conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make the relevant order. Our products are for personal use only and our liability shall not in any event include business losses such as lost data, lost profits or business interruption.
11.2 The above statement shall not limit or affect our liability resulting from any items sold being found to be unsafe or if something we do negligently causes death or personal injury. Our liability to you in connection with any order will not exceed the total price charged for the items, subject to any rights under your national consumer legislation.
11.3 You may not transfer any of your rights under these Terms & Conditions to any other person. We may transfer our rights under these Terms & Conditions to another business where we reasonably believe your rights will not be affected.
11.4 If you breach these Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Terms & Conditions.
11.6 These Terms & Conditions are subject to English law and the non-exclusive jurisdiction of the English courts.
12. Submitting Customer Reviews (Online Only)
12.1 You may post reviews, comments and other content; send communications; and submit suggestions, ideas, comments, questions, or other information (together referred to as "Customer Reviews"), as long as the content is not illegal, obscene, abusive, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties, or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam." You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of any content.
12.2 Ergobrand sreserves the right (but not the obligation) to remove or edit any Customer Reviews to make them suitable for publication on Ergobrands.com.
If you do post a Customer Review, and unless otherwise indicated by Ergobrands, you:
- Grant Ergobrands a non-exclusive, royalty-free and fully sub-licensable rights to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media
- Grant Ergobrands and its sub-licensees the right to use the name and location that you submit in connection with such Customer Review, if they choose.
12.3 You represent and warrant that you own or otherwise control all of the rights to the Customer Review that you post; that, as at the date that the Customer Review is submitted to Ergobrands (i) the Customer Review is accurate; (ii) use of the Customer Review you supply does not breach any applicable Ergobrands policies or guidelines and will not cause injury to any person or entity. You agree to indemnify Ergobrands for all claims brought by a third party against Ergobrands arising out of or in connection with a breach of any of these warranties. Customer Reviews will be moderated and stored by a third party. The only information shared with the third party is that which you submit in your review (e.g. nickname, rating, review, location).
This website is owned and operated by Eleven Zero Limited, whose registered office is at:
268 Bath Road
Slough, SL1 4DX
Company Registration: 8044952
VAT registration: GB 141621056
Company Registration: 8044952
VAT registration: GB 141621056