Terms & Conditions

1. About us

This website is run by [COMPANY LEGAL NAME], trading as UNDERRATED, a company registered in [England and Wales] under company number [COMPANY NUMBER], with its registered office at [REGISTERED ADDRESS]. [Our VAT number is VAT NUMBER.]

These terms apply to every order you place with us. Please read them before you order. By placing an order you agree to them. They do not affect your legal rights as a consumer.

2. Using our website

You must not misuse this website, for example by trying to get unauthorised access to it, introducing viruses or other harmful material, or using it for anything unlawful. We may change or suspend the website at any time.

You must be 18 or over, or have permission from a parent or guardian, to place an order.

3. Products

We try to show our products as accurately as possible. Some product images are illustrations, and colours can look different depending on your screen, so the item you receive may vary slightly from the image. Measurements and sizes are approximate.

All products are subject to availability. If an item you ordered is no longer available, we will tell you and refund you in full.

4. Prices and payment

Prices are shown in pounds sterling (GBP) and include VAT where it applies. Delivery charges, if any, are shown at checkout before you pay.

Payment is taken securely by our payment provider, Stripe, when you place your order. We accept the payment methods shown at checkout.

If we have made an obvious mistake with a price, we will contact you to ask whether you want to go ahead at the correct price or cancel your order for a full refund.

5. Your order

When you place an order you will receive an email confirming we have received it. Our contract with you starts when we send you that confirmation.

We may decline an order, for example if we suspect fraud, cannot deliver to your address or the item is out of stock. If we do, we will tell you and refund any payment in full.

6. Delivery

We currently deliver to addresses in the United Kingdom only. Delivery options, costs and estimated delivery times are shown at checkout.

Delivery times are estimates. If we are delayed by something outside our control, we will let you know and keep the delay as short as possible. If we have not delivered within 30 days of your order, or within any delivery date we agreed with you, you may cancel and receive a full refund.

The items become your responsibility once they are delivered to the address you gave us.

7. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to change your mind and cancel your order within 14 days of the day you receive your items, without giving a reason.

To cancel, tell us clearly by emailing [CONTACT EMAIL] with your name, order number and the items you are returning. You then have a further 14 days to send the items back.

8. Returns and refunds

• Return items unworn, unwashed and in their original condition with tags attached, to [RETURNS ADDRESS].
• Unless the item is faulty or we sent you the wrong item, you pay the cost of returning it. [We recommend using a tracked service.]
• We will refund the price of the items and the standard delivery charge you paid, using the payment method you used to order. If you chose a more expensive delivery option, we will only refund the cost of standard delivery.
• We will refund you within 14 days of receiving the items back, or of you giving us proof that you have sent them, whichever is sooner.
• We may reduce a refund if an item has been worn or handled more than you would need to check it, as you would in a shop.

9. Faulty items

Under the Consumer Rights Act 2015, items must be as described, fit for purpose and of satisfactory quality. If an item is faulty or not as described:

• within 30 days of delivery, you can reject it for a full refund;
• within 6 months of delivery, if we cannot repair or replace it, you are usually entitled to a full refund;
• after 6 months, if we cannot repair or replace it, you may be entitled to some money back.

Please contact us at [CONTACT EMAIL] with your order number and a description or photo of the problem. We will cover the cost of returning faulty items.

10. Intellectual property

The UNDERRATED name, wordmark, tagline, designs, images and all content on this website belong to us or our licensors. You may not copy, reproduce or use them for commercial purposes without our written permission.

11. Our liability

If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care. We are not responsible for loss or damage that is not foreseeable.

We supply our products for personal use only. We are not liable for any loss of profit, loss of business or business interruption.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights as a consumer.

12. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, strikes, pandemics or supplier or courier failures. If this happens we will tell you, do what we can to limit the effect, and you may cancel for a refund of anything you have paid for items you have not received.

13. General

• We may update these terms from time to time. The terms that apply to your order are the ones on the website when you placed it.
• If a court decides that part of these terms is invalid, the rest will still apply.
• Our Privacy Policy explains how we use your personal information.
• These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of the place you live.

14. Contact us

If you have a question or complaint, contact us and we will do our best to help:

• Email: [CONTACT EMAIL]
• Post: [COMPANY LEGAL NAME], [REGISTERED ADDRESS]