Hu London

Terms of service

SECTION 1.

GENERAL INFORMATION
1.1 Full legal name of the seller: HU London LTD.
1.2 Companies House registration number: 16716170.
1.3 Registered office and correspondence address: 17 Torver Road, Harrow, London, HA1 1TQ, United Kingdom.
1.4 General contact email: contact@hu-london.co.uk.
1.5 Customer support telephone number: (to be added if you wish to publish one).
1.6 VAT status: Company not registered for VAT. Prices displayed on the website include all applicable taxes, excluding delivery charges unless otherwise stated at checkout.
1.7 Website: www.hu-london.co.uk.
1.8 Notice: HU London LTD is the exclusive owner of the brand, logo and commercial content displayed on the site; all rights reserved.

2. INTRODUCTION AND ACCEPTANCE OF TERMS
2.1 These terms and conditions govern access to and use of www.hu-london.co.uk and the purchase of products sold by HU London LTD.
2.2 By accessing the site and/or placing an order, the customer expressly and irrevocably accepts these Terms and Conditions in full.
2.3 The sales contract between the customer and HU London LTD is formed when HU London LTD issues a written order confirmation to the customer by email. That confirmation sets out the order details and delivery arrangements.
2.4 HU London LTD reserves, at its sole discretion, the right to amend, update or supplement these terms at any time. Amendments take effect from the date of publication on the website. Continued use of the site or placement of orders after publication constitutes acceptance of the amended terms.

3. DEFINITIONS
3.1 “Company”, “HU London”, “HU London LTD”, “Seller”: HU London LTD (Company No. 16716170).
3.2 “Customer”, “Buyer”: any natural or legal person who places an order via the website.
3.3 “Products”: cosmetic and hair-care items sold under the HU London brand (including shampoos, pastes, gels, fragrances, treatments and related items).
3.4 “Website”: www.hu-london.co.uk and any associated subdomains.
3.5 “Courier”: EVRI or any other carrier selected by HU London for dispatch; references to EVRI reflect the current delivery method.
3.6 “Contract”: the legal agreement concluded between the Customer and the Company upon order confirmation.

4. ELIGIBILITY REQUIREMENTS
4.1 To place an order on the website, the Customer must be at least 18 years old and have full legal capacity to contract.
4.2 Orders placed by persons under 18 may be treated as void; HU London LTD accepts no responsibility for such orders and may cancel delivery.
4.3 The Company may request evidence of age or identity before processing or dispatching any order.

5. ORDER PLACEMENT AND CONTRACTING
5.1 Orders may be placed solely via the purchasing interface on the website. An order must include the essential elements: product description, price, delivery charges, delivery address, payment method and any special conditions.
5.2 The Company’s email confirmation of the order constitutes acceptance and formation of the Contract, provided the payment is completed and authorised.
5.3 HU London LTD may refuse or cancel an order in reasonable circumstances including, without limitation, suspected fraud, payment not authorised, pricing or description errors, stock unavailability, or inaccurate information supplied. In such cases the Customer will be notified and any monies already paid will be refunded where applicable.
5.4 If a product becomes unavailable after confirmation, HU London LTD will notify the Customer without undue delay and will offer either a full refund or a reasonably equivalent alternative, at the Customer’s preference.

6. PRICES, CURRENCY AND PAYMENT METHODS
6.1 All prices on the website are in GBP (£).
6.2 Prices include applicable taxes according to the Company’s current tax status (company not registered for VAT). Delivery charges are excluded unless expressly stated otherwise at checkout.
6.3 HU London LTD accepts payments via bank cards (through processors such as Stripe), PayPal, Apple Pay and other secure methods offered on the website. Payment is deemed made when the transaction is confirmed by the processor for the full amount shown.
6.4 The Customer authorises the Company to carry out security and authentication checks for payment authorisation. HU London LTD is not liable for payment refusals by banks or payment processors.
6.5 HU London LTD may correct any obvious pricing error. If an order is placed for a product shown at an obviously incorrect price, the Company will contact the Customer to proceed at the correct price or to issue a refund. If the Customer declines, the order will be cancelled and any sums will be returned.

7. DISPATCH, DELIVERY AND RISK
7.1 Delivery is currently available within the United Kingdom only, via EVRI. HU London LTD may change the carrier or offer additional shipping options at its discretion.
7.2 Indicative delivery time is generally 1 to 3 working days after order processing, depending on product availability and the carrier’s service; times are estimates and not guarantees.
7.3 Once the parcel is handed to the carrier, the risk of loss or damage passes to the Customer. HU London LTD is not liable for delays, losses or damage occurring in transit, unless the Company has expressly assumed responsibility or an insured delivery option was offered and taken out.
7.4 Where a parcel is lost or damaged in transit, the Customer should first contact the carrier (EVRI) to open a claim, providing proof of payment and the tracking number. HU London LTD will reasonably cooperate by providing documentation for the carrier claim but cannot guarantee its outcome once the parcel has been accepted by the carrier.
7.5 If the Customer is not present at delivery, the carrier may leave a notice or reschedule delivery according to its policy. HU London LTD is not responsible for storage or drop-off to third parties (neighbours, safe places, etc.) where the carrier acts in accordance with its instructions or policies.
7.6 Title to the goods passes to the Customer upon receipt of full payment. Risk in the goods passes upon handover to the carrier.

8. RETURNS, CANCELLATIONS AND REFUNDS
8.1 The Customer has a right to cancel under the Consumer Contracts Regulations 2013 and may cancel the contract within 14 calendar days from the date of receipt, subject to compliance with this clause.
8.2 To exercise the right to cancel, the Customer must notify HU London LTD in writing (email to contact@hu-london.co.uk or by post to the registered office) before the 14-day period expires and must send the goods back within the period set by the Company or within a reasonable time after notification.
8.3 Conditions for accepting returns: products must be returned in perfect condition, unused, unopened, in their original packaging with all labels and any seals intact; the contents must not have been used in any way; products showing signs of use, damage, contamination or odour will not be accepted and will be sent back to the Customer at their expense unless the Company is responsible for a defect.
8.4 Return shipping costs are borne by the Customer except where HU London LTD made an error in fulfilment (wrong item dispatched, item damaged on dispatch) or the item is defective due to the Company’s fault. Returns must be sent to: HU London LTD, 17 Torver Road, Harrow, London, HA1 1TQ. The Company recommends tracked and, where appropriate, insured return shipping; loss of goods during return remains the Customer’s responsibility until receipt at the Company’s premises.
8.5 Personalised items, items opened after delivery, hygiene-sensitive items once unsealed, or any items which by their nature cannot be returned in their original condition are not eligible for return in accordance with applicable law.
8.6 Refunds are processed after the Company inspects the returned goods and will be made to the same payment method used by the Customer, within a maximum of 14 working days from receipt and validation of the return. Original delivery charges are not refunded unless the return is due to the Company’s error.
8.7 Where HU London LTD cancels an order (for example, because delivery is not possible, pricing error, fraud), the Company will notify the Customer in writing and refund in full as soon as possible and in any event within 14 working days.

9. PRODUCTS, SAFETY AND LABELLING
9.1 HU London products are formulated and manufactured in the United Kingdom and comply with applicable cosmetic product laws, including ingredient disclosures, batch numbers, expiry dates and usage instructions, as shown on labels or packaging.
9.2 The Company uses reasonable endeavours to ensure labelling compliance; the Customer acknowledges minor variations may occur between the website images and the physical products.
9.3 Products are for external use only. Customers must follow usage instructions and warnings on the product. In case of eye contact, rinse immediately with water and seek medical help if necessary.
9.4 A patch test is recommended before use as directed on the packaging. HU London LTD cannot guarantee the absence of allergic reactions in individuals sensitive to specific ingredients; the Customer is primarily responsible for informing themselves about allergies.
9.5 HU London LTD keeps records of ingredients, batches and expiry dates for each product sold in accordance with legal requirements.

10. WARRANTIES, DEFECTIVE PRODUCTS AND COMPLAINTS
10.1 Under the Consumer Rights Act 2015, the Customer is entitled to goods that match their description, are of satisfactory quality and fit for their stated purpose.
10.2 Where a product is defective or non-conforming, the Customer must notify HU London LTD in writing within a reasonable time of discovering the defect and provide appropriate evidence (photographs, description, batch number).
10.3 For justified complaints regarding defective goods, HU London LTD will, at its option, repair the item, replace it, offer a price reduction or refund in accordance with applicable law.
10.4 Complaints about damage during transit should be made by the Customer to the carrier and also reported to the Company for support; HU London LTD will cooperate by providing documentation needed for the carrier claim within the limits of its role.

11. LIMITATION OF LIABILITY
11.1 To the fullest extent permitted by law, HU London LTD excludes or limits liability for indirect or consequential losses, loss of profit, revenue, data or non-pecuniary damage arising from use of the site or purchase of products, except where such exclusion is prohibited by law.
11.2 The total aggregate liability of HU London LTD to the Customer for direct damages caused by a product or by any act or omission of the Company is limited to the price of the product or order giving rise to the claim, except in cases of death or personal injury caused by negligence where liability cannot be limited.
11.3 HU London LTD is not liable for damage caused by improper use of products, failure to follow instructions, unknown allergies of the Customer or circumstances where liability lies with third parties (such as the carrier).
11.4 Nothing in these terms limits or excludes liability for fraud, death or personal injury caused by negligence, or any other liability that cannot legally be limited or excluded.

12. INDEMNITY
12.1 The Customer shall indemnify, defend and hold harmless HU London LTD, its directors, employees, agents and representatives from and against all losses, damages, claims, costs and expenses (including reasonable legal fees) arising out of: (a) misuse of the website or products; (b) breach of these Terms and Conditions; (c) false or misleading information supplied by the Customer; (d) the Customer’s participation in unlawful or fraudulent activities relating to the Company’s services.

13. INTELLECTUAL PROPERTY
13.1 All intellectual property rights in the brand, logo, designs, text, images, databases, layout and any materials published on the site belong exclusively to HU London LTD or are used under licence.
13.2 No content may be copied, reproduced, distributed, transmitted, modified or otherwise used without the Company’s prior written consent. Any unauthorised use may constitute infringement of copyright, trade marks or other rights and will be enforced under applicable law.

14. ACCOUNT CREATION, PASSWORDS AND SECURITY
14.1 If the Customer creates an account, the Customer is responsible for keeping login details (username and password) confidential and for all activities under the account.
14.2 The Customer must promptly notify HU London LTD of any unauthorised use or other security breach. HU London LTD is not liable for losses resulting from compromised accounts unless caused by the Company’s negligence.
14.3 The Company may suspend or close an account in cases of abusive or fraudulent use or breach of these Terms.

15. PRIVACY, DATA PROTECTION AND MARKETING
15.1 Personal data are processed in accordance with the UK Data Protection Act 2018 and the UK GDPR. HU London LTD collects, processes and uses personal data only for the purposes set out herein: order processing, delivery, invoicing, customer support, legal compliance and marketing activities (newsletter and personalised offers) subject to consent where required.
15.2 Data may be shared with third parties involved in order fulfilment such as payment processors (e.g., Stripe, PayPal) and carriers (e.g., EVRI) to the extent necessary to perform the services. Appropriate contractual safeguards will be in place with such processors to ensure adequate data protection.
15.3 The Customer has the right of access, rectification, erasure, restriction, portability, objection, and the right to lodge a complaint with the competent supervisory authority. Requests regarding personal data may be submitted by email to contact@hu-london.co.uk or by post to the registered office. The Company may require identity verification before fulfilling access or erasure requests.
15.4 Full details of categories of data collected, legal bases, retention periods, sub-processors and user rights are set out in the separate Privacy Policy available on the site.

16. COOKIES AND SIMILAR TECHNOLOGIES
16.1 The website uses cookies and similar technologies for functionality, analytics, personalisation and marketing. Continued use of the site constitutes the Customer’s consent to cookie use, except for those strictly necessary for site operation.
16.2 Details on cookie types, purposes and consent controls are provided in the site’s Cookie Policy.

17. PROMOTIONS, COUPONS AND VOUCHERS
17.1 Any coupons, vouchers or promotions are subject to specific terms which may include validity periods, eligible products, per-customer usage limits or incompatibility with other offers. HU London LTD may modify or withdraw promotions without prior notice.
17.2 Promotions are valid only for orders placed during the specified period and cannot be exchanged for cash unless required by law.

18. FORCE MAJEURE
18.1 HU London LTD shall not be liable for failure to perform any contractual obligation to the extent such failure results from a force majeure event including, without limitation, strikes, supply chain disruptions, pandemics, acts of public authorities, fire, flood, war, terrorism, communications network failures or any event beyond the Company’s reasonable control.
18.2 The affected party shall notify the other party without undue delay and use reasonable endeavours to mitigate the impact on contract performance.

19. THIRD-PARTY LINKS AND CONTENT
19.1 The website may contain links to sites or services operated by third parties. Such links are provided for convenience only; HU London LTD is not responsible for their content, security or privacy practices or for any consequences of their use.
19.2 Users should consult the terms, conditions and privacy policies of any third-party site accessed.

20. ASSIGNMENT, TRANSFER AND SUBCONTRACTING
20.1 HU London LTD may assign or transfer all or part of its rights and obligations under the Contract, including in connection with a merger or asset sale, with such notice to customers as may be required by law.
20.2 The Customer may not assign contractual rights without the prior written consent of HU London LTD.
20.3 The Company may engage subcontractors and service providers (including carriers and payment processors) to perform its obligations and shall remain contractually responsible to the Customer for their performance.

21. SEVERABILITY
21.1 If any provision of these Terms and Conditions is held illegal, void or unenforceable by a court of competent jurisdiction, that provision shall be deleted or modified to the extent necessary and the remaining provisions shall remain in full force and effect.

22. GOVERNING LAW AND JURISDICTION
22.1 These Terms and Conditions are governed by the laws of England and Wales.
22.2 Any dispute, claim or cause of action arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.

23. NOTICES AND CONTACT DETAILS
23.1 For any notice under this Contract the Customer may contact HU London LTD at contact@hu-london.co.uk or by post at 17 Torver Road, Harrow, London, HA1 1TQ.
23.2 HU London LTD will send notices to the Customer by email to the address provided at checkout; notices are deemed received upon transmission to that address unless a delivery error message is generated.

24. CHANGES TO THESE TERMS
24.1 HU London LTD may amend these Terms and Conditions at any time. Amendments will be published on the website and the “last updated” date will be shown. Continued use of the website after publication constitutes acceptance of the amendments.
24.2 For significant changes affecting customer rights, the Company will use reasonable endeavours to inform affected customers by email or by a prominent notice on the site.

25. ENTIRE AGREEMENT
25.1 These Terms and Conditions together with the Privacy Policy, Cookie Policy and any other policies published on the website constitute the entire agreement between the Customer and HU London LTD regarding the use of the site and the purchase of products and supersede all prior negotiations, communications or understandings.

26. RETURNS, COMPLAINTS AND DATA REQUESTS CONTACTS
26.1 Returns postal address: HU London LTD, 17 Torver Road, Harrow, London, HA1 1TQ.
26.2 Email for complaints and returns: contact@hu-london.co.uk.
26.3 Email for personal data requests (subject access requests, erasure requests): contact@hu-london.co.uk.
26.4 HU London LTD will acknowledge reasonable requests within 5 working days and will comply within the legally applicable timeframes.

27. BUSINESS-SPECIFIC PROVISIONS FOR HU LONDON
27.1 All labels, product imagery, marketing campaigns and descriptive text are works of HU London LTD; any unauthorised reproduction will result in legal action to protect the Company’s intellectual property.
27.2 HU London LTD maintains batch traceability records which may be provided to authorities or customers in justified complaint cases.
27.3 The Company may require the return of goods suspected to be counterfeit or altered and the Customer shall cooperate with any legitimate investigation.
27.4 To protect consumers and the brand’s reputation, HU London LTD may refuse returns or refunds where there are reasonable indications of fraud, abuse or product tampering.

28. FINAL STATEMENT
28.1 By placing an order, the Customer confirms they have read, understood and accepted these Terms and Conditions in full.

SECTION 2.

BULK ORDERS, WHOLESALE & SPECIAL REQUESTS – TERMS AND CONDITIONS

This section applies to all high-volume orders, wholesale enquiries, and purchases involving large quantities and operates separately from standard retail orders placed through the HU London website.

Definition of Bulk Orders

For the purposes of these Terms and Conditions, a Bulk Order is any order that exceeds normal retail purchase quantities, and/or is intended for resale, commercial or professional use, salon use, distribution, or promotional purposes, and/or is requested outside the standard online checkout process.

Bulk Orders do not constitute consumer contracts under UK distance selling or consumer protection legislation.

Bulk Order Requests and Acceptance

All Bulk Orders must be requested in advance exclusively via email or written communication. Submission of a request does not constitute acceptance by HU London.

A Bulk Order shall be deemed accepted only when the order details are confirmed in writing by HU London and full payment has been received via bank transfer.

HU London reserves the exclusive and discretionary right to refuse, amend, or condition any Bulk Order request without obligation to provide justification.

Payment Terms

Bank transfer payment is mandatory for all Bulk Orders. Full payment must be received prior to production, preparation, allocation, or dispatch. No goods shall be produced, reserved, or delivered until cleared funds are received in full.

Production and Delivery Timeframes

Bulk Orders are prepared and dispatched within an estimated timeframe of 1–3 weeks from the date payment is confirmed.

All delivery timelines are estimates only and may vary due to supplier availability, production schedules, courier or logistics delays, or force majeure events or circumstances beyond HU London’s reasonable control.

HU London shall not be liable for minor or reasonable delays within this timeframe.

Cancellations and Refunds – Bulk Orders

Bulk Orders are final, non-cancellable, and non-refundable once payment has been received.

This policy applies regardless of changes in market conditions, changes in buyer requirements, or delays occurring within the estimated delivery timeframe.

This clause complies with UK law, as Bulk Orders are considered commercial, made-to-order, or bespoke transactions and are excluded from standard consumer cancellation rights.

Transfer of Risk and Title

Risk of loss or damage to the goods passes to the buyer upon dispatch. Legal title to the goods transfers only after full payment has been received.

Professional Logistics and Delivery

HU London reserves the right to fulfil and deliver Bulk Orders using professional logistics and transportation companies selected at its discretion based on order volume, delivery destination, and the need to ensure maximum safety, efficiency, and reliability.

Such companies may include professional logistics providers available within the United Kingdom at the time of delivery. The choice of logistics partner rests solely with HU London.

Limitation of Liability

To the maximum extent permitted under UK law, HU London shall not be liable for any indirect, incidental, or consequential losses including loss of profit, loss of business, or reputational damage. HU London’s total liability shall be strictly limited to the total value of the Bulk Order paid.

Nothing in these Terms limits liability for death or personal injury caused by negligence or for fraud.

Consumer vs Commercial Use

By placing a Bulk Order, the buyer expressly confirms that the purchase is made for commercial or professional purposes and that the buyer is not acting as a consumer under the Consumer Rights Act 2015.

Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

Contact for Bulk Orders

All Bulk Order enquiries must be submitted in writing to the following email address: contact@hu-london.co.uk

Client Eligibility and Brand Protection

Bulk Orders may be accepted only from commercial entities including salons, retailers, stores, designers, content creators, distributors, and promotional partners, provided that they meet HU London’s internal standards, respect the brand’s premium and luxury positioning, and do not harm the reputation, authority, or image of HU London.

HU London reserves the right to select, refuse, or terminate any collaboration that does not meet these standards.

Pricing Policy and Resale Control

HU London products must not be sold at a price higher than that expressly approved by the company. Purchase and resale prices are determined individually based on the client type and order volume. Products may be sold below the recommended price only with HU London’s written approval. Selling products above the approved price is strictly prohibited regardless of the sales channel.

HU London reserves the right to amend, restrict, or withdraw resale rights in the event of non-compliance.

Presentation and Distribution Standards

All HU London products must be presented and sold in a premium and luxury manner, displayed in clean and professional environments consistent with the brand’s positioning, and sold without any alteration to packaging, visual identity, or official messaging.

HU London may request evidence of compliance including photographs or visual materials.

Intellectual Property and Distribution Control

HU London retains all intellectual property and commercial rights relating to its products, brand, packaging, and materials. Products may not be resold, distributed, or commercialised without prior written approval from HU London. Any unauthorised resale including via third parties or online marketplaces is strictly prohibited.

Right to Terminate Collaboration

HU London reserves the right to suspend or terminate any collaboration, refuse future orders, or withdraw resale rights if a partner fails to meet brand standards, damages the reputation of HU London, or breaches pricing, distribution, or brand image policies.

Final Provisions

These Terms apply in addition to HU London’s general Terms and Conditions and form an integral part thereof.

Confidentiality of Wholesale Prices

All wholesale prices, discounts, pricing structures, commercial conditions, and any related financial information provided by HU London are strictly confidential.

Such information may be used exclusively within the Buyer’s organisation, strictly for internal business and operational purposes, and only by authorised personnel.

The Buyer shall not disclose, communicate, publish, or make available wholesale prices or related commercial terms to any third party, including but not limited to customers, other retailers, distributors, competitors, online platforms, media, or social networks.

Any unauthorised disclosure shall constitute a material breach of these Terms and entitles HU London to suspend deliveries, terminate the commercial relationship, and seek compensation for any resulting damage.

Force Majeure

HU London shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemics, epidemics, strikes, labour disputes, supplier failures, transport disruptions, governmental actions, war, or force majeure events.

In such circumstances, HU London’s obligations shall be suspended for the duration of the force majeure event, without liability.

Limitation of Liability

To the maximum extent permitted by law, HU London shall not be liable for any indirect, incidental, special, or consequential losses, including but not limited to loss of profit, loss of business, or loss of reputation.

HU London’s total aggregate liability in connection with any Bulk Order or wholesale transaction shall be strictly limited to the total amount paid by the Buyer for the relevant order.

Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence or for fraud.

VAT and Cross-Border Transactions

VAT treatment shall depend on the Buyer’s location and VAT registration status.

For business-to-business transactions within the European Union, VAT may be applied in accordance with applicable UK and EU VAT legislation. Where permitted by law, the reverse charge mechanism may apply, provided that the Buyer supplies a valid VAT registration number.

HU London reserves the right to charge VAT where required by law.