Terms of service

Last updated: 19.12.2025

Our terms

1. These terms

1. What these terms cover. These are the terms and conditions on which we supply products to you through our online shop. 

2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. 

2. Information about us and how to contact us

1. Who we are. We are Sxey Vibes Ltd a company registered in England and Wales. Our company registration number is 08641230 and our registered office is at 2nd Floor, Regis House, 45 King William Street, London EC4R 9AN. Our registered VAT number is GB 172 7627 88.

2. How to contact us. You can contact us by writing to us at shop@sxey.uk

3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. 

4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

1. How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. 

2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product and will refund any amounts you have paid in advance. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. If, for any reason, your payment is processed in such circumstances, we will refund any sums you have paid as soon as possible.

3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. We currently only sell to customers in the following countries or territories:the United Kingdom, the European Union, Andorra, Gibraltar, Lichtenstein, San Marino and Monaco or as otherwise specified in the relevant section of this website. 

4. Our products

1. Product packaging may vary. The packaging of the product may vary from that shown in images on our website. 

5. Providing the products

   1. deal with technical problems or make minor technical changes; or

   2. update the product to reflect changes in relevant laws and regulatory requirements; or

   3. if a product is unexpectedly out of stock.

1. Delivery costs. The costs of delivery will be as displayed to you on our website or during the checkout process.

2. When we will provide the products. During the order process we will let you know when we will provide the products to you. Whatever delivery option you choose, we will despatch the products as soon as reasonably possible and in any event within ten days after the day on which we accept your order. 

3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. 

4. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will normally leave you a note informing you of how to rearrange delivery or collect the products from a local depot. Where we give you an opportunity to specify an alternative in case you are not in to take delivery, we (or our chosen carrier) will endeavour to complete the delivery as specified.

5. If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

6. Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

7. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to terminate your order if we suspend it, or tell you we are going to suspend and we will refund any sums you have paid in advance for the product. 

6. Your rights to end the contract

   1. If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see 8;

   2. If you want to end the contract because of something we have done or have told you we are going to do,see 6.2;

   3. If you have just changed your mind about the product, see 6.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.

   1. we have told you about an upcoming change to the product or these terms which you do not agree to;

   2. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

   3. there is a risk that supply of the products may be significantly delayed because of events outside our control; 

   4. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons; or

   5. you have a legal right to end the contract because of something we have done wrong. 

1. You can always end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. For the United Kingdom, these rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. 

4. When you don't have the right to change your mind.  You do not have a right to change your mind in respect of products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. Because of the nature of most of our products, if we reasonably believe that the bottle, container or other dispenser containing the product has been opened or used before it is returned to us, we will not issue a refund for the product.

7. How to end the contract with us (including if you have changed your mind)

1. Tell us you want to end the contract. To end the contract with us, please shop@sxey.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address. 

2. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. If you are in the UK, the return address is Prism (e)Logistics Ltd., for Sxey Vibes, Unit C, Logistics City, Houndmills Road, Basingstoke RG21 6XL. Please email us at shop@sxey.uk for a return label. 

If you are outside the UK, please contact us at shop@sxey.uk for further returns information. 

If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. 

1. When we will pay the costs of return. We will pay the costs of return:

1. if the products are faulty or misdescribed; or

2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.   

1. How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

2. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind: 

1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. 

2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

3. When your refund will be made. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 7.2.

4. If there is a problem with the product

1. 1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us atshop@sxey.uk

   2. Summary of your legal rights if there is something wrong with your product. We honour our legal duty to supply products that are as described to you on our website and that meet all the requirements imposed by law. See the box below for a summary of your key legal rights in relation to the product. 

1. Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please email us at shop@sxey.uk for a return label or to arrange collection.

1. Price and payment

1. Where to find the price for the product. The price of the product (which, for deliveries in the UK, will include VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see 9.3 for what happens if we discover an error in the price of the product you order. 

For deliveries to countries or territories outside the United Kingdom, you will be informed during the purchasing process of any applicable fees, taxes and costs.

1. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

2. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

3. When you must pay and how you must pay. We accept payment by most credit or debit cards, as well as Apple Pay, Google Pay, PayPal and other payment methods. Further information related to accepted payment methods is made available during the purchasing process. You must pay for the products before we dispatch them.

Some payment methods may only be available subject to additional conditions or fees.

All payments are independently processed through third-party services. Therefore, this website does not collect any payment information – such as credit card details – but only receives a notification once the payment has been successfully completed. Please refer to our privacy policy to learn more about the data processing and your rights regarding your data.

If a payment through the available methods fails or is refused by the payment service provider, we shall be under no obligation to fulfil the order. If a payment fails or is refused, we reserve the right to claim any related expenses or damages from you. 

1. Our responsibility for loss or damage suffered by you

   1. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

   2. Caused by a delaying event outside our control. As long as we have taken the steps set out in the section we're not responsible for delays outside our control.

   3. Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

   4. A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

1. We don’t compensate you for all losses caused by us or our products. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

2. How we may use your personal information

1. How we may use your personal information.  We will only use your personal information as set out in our privacy policy. 

3. Resolving disputes

You have several options for resolving disputes with us

1. Our complaints policy. If you have any questions or complaints about the product, please contact us. You can write to us at shop@sxey.uk. Our customer service team will do their best to resolve any problems you have with us or our products.

2. Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to Retail ADR through their website at http://www.retailadr.org.uk. Retail ADR does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.

3. You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in

1. Other important terms

1. We can transfer our contract with you so that a different organisation is responsible for supplying your product. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

2. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.

3. If a court invalidates some of this contract, the rest of it will still apply. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will continue to apply.

Which laws apply to this contract and where you may bring legal proceedings.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.