Terms and Conditions

Last updated: 5 September 2025

For terms that apply to promotions, see our Offers Terms page.

Contents

These Terms
Who we are & how to contact us
Our contract with you
Our products
Delivery & Shipping
Orders & Returns
Price & Payment
Your right to end the contract
How to end the contract with us
Our rights to end the contract
If there is a problem with the product
Our responsibility for loss or damage
How we use your personal information
Other important terms
Purchasing for resale

1. These Terms

1.1 What these terms cover. These terms govern your use of rekiyo.com (the “Site”) and any purchase you make from REKIYO. By using the Site or placing an order, you agree to these terms. Please read them before ordering.
1.2 Questions. If you’re unsure about any part of these terms, please contact us before you buy.

2. Who we are & how to contact us

2.1 Company. “REKIYO”, “we”, “us” means REKIYO Ltd, registered in England & Wales. Company No: [●]. Registered office: [●]. VAT: [●].
2.2 Contact. Email: support@rekiyo.com. Office hours: Mon–Fri, 9:00–17:00 (UK).
2.3 How we contact you. We’ll use the email, phone number or postal address you provide.
2.4 “Writing.” Includes email.

3. Our contract with you

3.1 How we accept your order. Your order is an offer to buy. We’ll send an Order Confirmation acknowledging receipt; acceptance happens only when we email you that your order has dispatched. At that point, a contract is formed.
3.2 If we can’t accept. We’ll let you know if we cannot accept your order (e.g., out of stock, pricing/description error, delivery limits).
3.3 Order number. We’ll assign one—please quote it in any correspondence.

4. Our products

4.1 Variations. Product images are illustrative. Colours, textures and finishes can vary by device and batch. For handcrafted items, sizes/weights may vary within reasonable tolerances.
4.2 Packaging. May differ from images shown.

5. Delivery & Shipping

5.1 Free UK Mainland delivery over £75. Some postcodes are excluded—see our Delivery page for details.
5.2 Process. Check shipping costs in your basket before checkout. We’ll email when your order ships. Many orders require a signature; some couriers use contact-free proof (e.g., photo). Typical delivery window: 08:00–19:00.
5.3 Timings. Standard aims and express cut-offs are set out on our Delivery page. Times are guides, not guarantees. If items are in stock, we aim to ship within 1 working day. If an item is unavailable, we may ship what’s available and refund the rest.
5.4 Events outside our control. If delayed by events beyond our control, we’ll notify you and minimise impact. If there’s a risk of substantial delay, you may cancel for a refund on undelivered goods.
5.5 When risk passes. Goods are your responsibility once delivered to the address you provided.
5.6 When you own them. Ownership passes once we receive full payment.

6. Orders & Returns

6.1 Placing orders. Review your basket, apply any code or gift card, choose shipping, then checkout as guest or logged-in customer.
6.2 Amending orders. Orders move to our warehouse immediately; we can’t amend confirmed orders.
6.3 Cancelling orders. We can’t cancel after checkout. You can return eligible items—see Returns.
6.4 Returns. You may return unused items within 30 days of delivery. Items must be in original condition with tags/labels; where possible, use original packaging. Return postage is your responsibility; keep proof of postage. Refunds go to the original payment method and are processed within 14 days of us receiving your return. We don’t refund express shipping. Certain items (e.g., made-to-order, hygiene-sealed once opened) are non-returnable—see FAQs.
6.5 Exchanges. We don’t offer exchanges. Return for a refund and place a new order.
6.6 Sustainability note. We don’t offer free returns to help reduce waste and CO₂. Please buy thoughtfully—our team can help you choose before you order.

7. Price & Payment

7.1 Prices. Shown in GBP and inclusive of UK VAT (where applicable) on the order page when you buy.
7.2 VAT changes. If VAT rates change between order and supply, we’ll adjust unless you’ve already paid in full.
7.3 Pricing errors. If we spot a price error before dispatch:

If the correct price is lower, we’ll charge the lower amount.
If higher, we’ll contact you—you may cancel or pay the difference.
7.4 Payment methods. We accept major cards and PayPal; other options may be offered at checkout (see FAQs). Third-party payment providers process your data under their privacy notices.

8. Your right to end the contract

8.1 Your options. Your rights depend on what you bought, why you’re ending, and when.
8.2 Faulty/mis-described. You may have a legal right to a repair, replacement or refund.
8.3 Change of mind. For most online purchases you can change your mind—see Returns for timing and conditions (and exclusions in 8.4).
8.4 No right to change your mind for:
(a) made-to-order or personalised items;
(b) hygiene-sealed products once unsealed;
(c) audio/video/digital content once opened/accessed;
(d) goods that become inseparably mixed after delivery.
8.5 Timing. For change-of-mind returns, you have 30 days from the day you (or someone you nominate) receives the goods (or the last parcel in a split delivery).

9. How to end the contract with us

9.1 Tell us. Email support@rekiyo.com with your name, address, order number, and what you’re returning.
9.2 Send items back. Post returns to the address provided by our team (or arrange collection if unsuitable for post). Send items within 14 days of telling us you’re ending the contract.
9.3 When we pay return costs. We pay return postage if items are faulty, mis-described, or we’ve told you of a material change/error/delay and you choose to cancel. Otherwise, you pay.
9.4 Refunds. We refund the product price (and the least-expensive standard delivery where legally required). We may deduct for diminished value caused by handling beyond what’s reasonable to assess the item.

10. Our rights to end the contract

We may end the contract if you do not, within a reasonable time, allow delivery or collection, or if you materially breach these terms.

11. If there is a problem with the product

11.1 Tell us. Email support@rekiyo.com with photos and your order number.
11.2 Your legal rights. We’re required to supply goods that conform to the contract. Your key rights under the Consumer Rights Act 2015 include:

Up to 30 days: refund for faulty goods.
Up to 6 months: if not repairable/replaceable, refund in most cases.
Up to 6 years: possible remedy if goods don’t last a reasonable time.
These rights are subject to conditions—see Citizens Advice for details.

12. Our responsibility for loss or damage

12.1 Foreseeable loss only. We’re responsible for loss/damage that is a foreseeable result of us breaching these terms or failing to use reasonable care.
12.2 We don’t exclude what we can’t. Nothing limits liability for death/personal injury caused by negligence, fraud, or your statutory rights as a consumer.
12.3 No business losses. We supply products for domestic/private use. We’re not liable for business losses (profit, revenue, data, interruption or opportunity).

13. How we use your personal information

We handle your data as described in our Privacy Policy. By using the Site or buying from us, you agree to that policy.

14. Other important terms

14.1 Transfer. We may transfer our rights/obligations under these terms to another organisation.
14.2 No third-party rights. No one else has rights under this contract.
14.3 Severance. If a court finds part of these terms unlawful, the rest continues in force.
14.4 Law & jurisdiction. These terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

15. Purchasing for resale

15.1 Resale. Buying for resale is only permitted with our prior written consent. Contact trade@rekiyo.com for wholesale terms.
15.2 Marketplaces. Without written permission, you must not create new marketplace listings using our trademarks or lifestyle imagery. If we provide assets, use only as licensed and as instructed.
15.3 Advertising restrictions. Do not bid on, or otherwise advertise against, our trademarks or close variations without written permission.
15.4 Brand integrity. We may audit/test-purchase. Misrepresentation or counterfeit sales will result in termination of rights and potential action.
15.5 No dropship. We do not offer dropshipping unless expressly agreed in writing.