Terms of service
Terms and Conditions
These Terms and Conditions apply when you use this website or place an order with Tor's Story Limited. Please read them before ordering.
In these Terms, “we”, “us” and “our” mean Tor's Story Limited. “You” and “your” mean the person using our website or purchasing from us.
Nothing in these Terms limits or excludes any rights you have under applicable consumer law.
1. About Us
Tor's Story Limited
Company number: 15723525
VAT Registration Number: 529109488
Registered in England and Wales
Registered office: 22 Church Road, West Mersea, CO5 8QH, United Kingdom
Email: hello@torsstory.com
2. Using Our Website
You may use this website only for lawful purposes. You must not misuse the website, attempt to gain unauthorised access to it, introduce malicious software, interfere with its operation or use it in a way that infringes the rights of another person.
We may suspend or restrict access to the website where reasonably necessary for security, maintenance, legal or operational reasons. This does not affect any order we have already accepted.
3. Product Information
We take reasonable care to ensure that product descriptions, photographs, dimensions, prices and other information are accurate.
Because many of our products are made from natural materials, there may be reasonable variations in colour, grain, texture and finish. Screen settings may also affect how colours appear. These variations do not affect your rights where a product is faulty, damaged, unsafe or materially different from its description.
Products must be used in accordance with their stated age guidance, warnings and instructions and under appropriate adult supervision.
4. Prices and Payment
Prices are shown in pounds sterling. The total price payable, including any applicable taxes and delivery charges, will be displayed before you place your order.
Payment is taken using the payment method selected at checkout. You confirm that you are authorised to use that payment method.
We may change prices at any time, but a price change will not affect an order that we have already accepted.
If an obvious pricing or product-information error occurs, we will contact you before dispatch. You may confirm the order at the correct price or cancel it for a full refund. We will not cancel an accepted order merely because a price later changes.
5. Placing an Order and Contract Formation
When you submit an order, you are offering to purchase the products shown in your basket. An automatic order acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.
A contract is formed when we send confirmation that the order has been accepted or when we dispatch the order, whichever happens first.
We may decline or cancel an order before acceptance where reasonably necessary, including where:
- a product is unavailable;
- we cannot authorise or verify payment;
- the delivery address is outside an area we serve;
- there is an obvious error in the price or product information;
- we reasonably suspect fraud, misuse or an unlawful transaction; or
- we are unable to fulfil the order safely or lawfully.
If we cancel an order after taking payment, we will refund the amount paid for the cancelled products and any related delivery charge.
6. Availability and Pre-orders
All orders are subject to availability. Adding a product to your basket does not reserve it.
Where a product is sold as a pre-order, the estimated dispatch date will be shown on the product page or otherwise communicated before purchase. Pre-order dates are estimates and may change because of circumstances outside our reasonable control.
If a significant delay affects a pre-order, we will provide updated information and you may cancel the affected item for a full refund before dispatch.
7. Delivery
Available delivery methods, charges and estimated delivery times are shown at checkout. Further information is available in our Shipping Policy.
We will deliver within the period agreed with you. Where no different period has been agreed, we will deliver without undue delay and normally within 30 days after the contract is formed.
Delivery estimates are not guaranteed unless we expressly agree a guaranteed delivery date. If a delay occurs, this does not remove any cancellation or refund rights you have under consumer law.
The products remain at our risk until they are delivered into your physical possession or that of a person you have identified to receive them. If you independently instruct the carrier to leave a parcel in a particular place or with another person, this may affect responsibility for loss occurring after the carrier follows that instruction.
You are responsible for providing a complete and accurate delivery address. Please contact us promptly if you notice an error. We cannot guarantee that an address can be changed after dispatch.
8. Channel Islands Deliveries
Jersey and Guernsey are separate customs jurisdictions and are not part of the United Kingdom for VAT purposes. Orders sent to the Channel Islands may require customs declarations and may be subject to local taxes, duties or other charges.
Unless expressly stated otherwise at checkout, local import taxes, duties and customs charges are not included in the amount paid to Tor's Story and are the recipient’s responsibility.
For Jersey deliveries, Jersey GST may be payable by the recipient where the applicable import rules or threshold require it. The relevant rules and thresholds are set by the Jersey authorities and may change.
Customs processing may delay delivery. You are responsible for providing any information reasonably requested by the local customs authority or delivery operator and for paying any properly imposed local charge.
This section does not affect your rights where goods are faulty, damaged, misdescribed or not delivered.
9. Your Right to Cancel
Consumers purchasing online will normally have the right to cancel an order without giving a reason from the time the contract is formed until 14 days after the goods are received.
Where one order is delivered in separate consignments, the cancellation period normally ends 14 days after the final item is received.
To cancel, you must tell us clearly that you wish to do so. You may contact us at hello@torsstory.com or use the model cancellation form in our Refund Policy.
After notifying us, you normally have a further 14 days to return the goods. Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning them.
You must take reasonable care of the products. We may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a shop.
Some goods may be exempt from the statutory cancellation right, including clearly personalised or made-to-order products, where the relevant legal exemption applies. This does not affect your rights if such goods are faulty or not as described.
Full cancellation and return information is provided in our Refund Policy.
10. Refunds Following Cancellation
Where you validly cancel the whole order, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or expedited delivery service need not be refunded.
We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.
Refunds will normally be made to the original payment method unless otherwise agreed.
11. Faulty, Damaged or Incorrect Products
Products supplied by us must be as described, of satisfactory quality, fit for their intended purpose and compliant with applicable consumer law.
Please contact us as soon as reasonably possible if an item is faulty, damaged, unsafe, incorrect or materially different from its description. We will deal with the matter in accordance with your legal rights, which may include a repair, replacement, price reduction or refund depending on the circumstances.
Nothing in our Refund Policy, Shipping Policy or any manufacturer’s warranty replaces or restricts your statutory rights.
12. Missing Parcels and Delivery Problems
Please report a parcel that appears lost, damaged or incorrectly delivered as soon as reasonably possible using the contact details in our Shipping Policy.
We may ask you for information reasonably needed to investigate the delivery with the carrier. Any carrier investigation or declaration is intended to help us resolve the matter and does not remove or reduce rights you have against us under consumer law.
Our responsibility to you is not dependent on whether we successfully recover compensation from the carrier.
13. Promotions and Discount Codes
Promotions and discount codes may be subject to additional conditions displayed when they are offered. Unless stated otherwise, discount codes have no cash value, cannot be applied retrospectively and cannot be combined with another promotion.
We may withdraw or correct a promotion where there is an obvious error, fraud or misuse, but this will not unfairly affect an order we have already accepted.
14. Liability
We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We are not responsible for losses that were not foreseeable when the contract was formed, or for business losses suffered by a person purchasing wholly or mainly for business purposes.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability relating to your statutory rights.
15. Personal Information
We use personal information in accordance with our Privacy Policy.
Payments may be processed by third-party payment providers. Payment information is handled through the secure systems used by those providers and Shopify.
16. Third-Party Links and Services
Our website may contain links to websites or services operated by third parties. We are not responsible for third-party content or services that do not form part of your contract with us.
This does not exclude responsibility for a third party that we use to perform our own obligations to you, such as a delivery provider acting on our behalf.
17. Intellectual Property
The content of this website, including its text, photographs, graphics, branding and layout, belongs to us or is used with permission. You may view and use it for personal, non-commercial purposes but must not reproduce, distribute or commercially exploit it without permission.
18. Changes to These Terms
We may update these Terms from time to time. The Terms applying to an order are those made available to you when the order is placed. A later change will not retrospectively alter an existing contract unless required by law or expressly agreed with you.
19. Severability
If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
20. Governing Law and Disputes
These Terms and contracts made under them are governed by the laws of England and Wales.
If you are a consumer living elsewhere in the United Kingdom, Jersey or Guernsey, you retain the benefit of any mandatory consumer protection applicable where you live and may have the right to bring proceedings in your local courts.
Please contact us first if you have a complaint so that we can try to resolve it.
21. Contact Us
Questions, complaints and cancellation notices may be sent to:
Tor's Story Limited
22 Church Road
West Mersea
CO5 8QH
United Kingdom
Email: hello@torsstory.com