Terms & Conditions
1. THE TERMS
1.1 WHAT THESE TERMS COVER.
Please read the following terms and conditions so Serpentine can supply you with products.
1.2 WHY YOU SHOULD READ THEM.
Ahead of ordering our products, please read these terms carefully. Our terms and conditions detail who we are and how we will provide products to you. It also includes vital details on how you and we may change or end the contract as well as the protocol for handling problems. Should you believe that there is a mistake in these terms and conditions, please reach out.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 WHO WE ARE.
Serpentine.yoga is a website created by SERPENTINE LLC, a free zone limited liability company registered and licensed by Sharjah Media City Authority in the United Arab Emirates.
www.shop.serpentine.yoga will not trade with or provide any services to individuals and companies owned or controlled by or acting for or on behalf of OFAC (Office of Foreign Assets Control) sanction countries and individuals, groups, and entities, such as terrorists and narcotics traffickers in accordance with the law of United Arab Emirates.
2.2 HOW TO CONTACT US.
If you need to contact us, you may do so by emailing our customer care team at firstname.lastname@example.org. Alternatively, you can write to us at Serpentine Yoga, Suite 1702, Boulevard Plaza, Tower 1, Sheikh Mohammed bin Rashid Blvd, P.O Box 416654, Downtown, Dubai, UAE.
2.3 HOW WE MAY CONTACT YOU.
Should we need to contact you at any time, we will do so writing to you at the email address or postal address you provided to us when completing the order.
"Writing" includes email correspondence. Whenever we use the words "writing" or "written" in these terms, we include email correspondence.
3. OUR CONTRACT WITH YOU (THE CUSTOMER)
3.1 ACCEPTING YOUR ORDERS
When you order with Serpentine, our acceptance of the order will be given by email confirmation. It is at this point that a contract will come into existence between you (the customer) and us (Serpentine).
3.2 FAILURE TO ACCEPT ORDERS
Should we be unable to accept your order, we will inform you of this in writing and will not charge you for the product. At times, we may not be able to accept orders due to low or sold-out stock, unexpected limits on our resources which we could not reasonably plan for, if we have identified an error in the price or description of the product or if your payment is declined.
3.3 YOUR ORDER NUMBER.
Once you have ordered a product, we will assign an order number to your order. We will also tell you what it is when we accept your order. This number allows us to trace your order and deal with any problems efficiently.
3.4 WE ONLY SELL TO CERTAIN COUNTRIES.
We only sell products in certain countries around the world. You can find a full list of countries on our Delivery page. By placing an order with us at Serpentine, you agree that you are able to accept delivery in one of the listed countries.
4. OUR PRODUCTS
4.1 PRODUCTS MAY VARY SLIGHTLY FROM THEIR PICTURES.
All product images on our website are for illustrative purposes only. Despite the fact that we have made
every effort to display the colors accurately, we cannot always guarantee that a device's display of the colors depicts the colour of the products. For this reason, you may find that your product varies slightly from the imagery displayed here.
4.2 PRODUCT PACKAGING MAY VARY.
Equally, the packaging of the products we sell may at times differ from that shown in images on the Serpentine website.
4.3 SMALL VARIATIONS MAY OCCUR.
Keep in mind that some of our products are handcrafted. That means that they may vary slightly from the images displayed on the Serpentine website.
5. YOUR RIGHTS TO MAKE CHANGES
Should you need to make a change to the product you have ordered, please contact us at your earliest convenience. When you do so, we will be able to let you know whether the change is possible.
Should we be able to make the requested change, we will let you know about any changes to the price of the product, the timing of supply or any other details which would be necessary as a result of the requested change. Of course, we will also ask you to confirm whether you would like to go ahead with the change, armed with this knowledge.
6. PROVIDING THE PRODUCTS
6.1 DELIVERY COSTS.
The various costs of delivery will be displayed to you clearly on our website. You should note that these delivery costs are payable in addition to the shown price of the product itself.
6.2 WHEN WE WILL PROVIDE THE PRODUCTS.
We endeavour to deliver the products to you as soon as reasonably possible. You can expect products within 15 days of placing an order with us on the Serpentine website.
6.3 WE ARE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL.
Should we experience product delivery delays due to an event outside our control then we will contact you as soon as possible. At this time, we will let you know and we will take steps to minimize the effect of the delay.
Provided we do this we will not be liable for delays caused by the external event. However, should there be a risk of substantial delay, you may contact us to end the contract. Doing so will mean that you receive a refund for any products you have paid for but not yet received.
6.4 IF YOU ARE NOT AT HOME WHEN THE PRODUCT IS DELIVERED.
Should no one be available at your delivery address to receive the products and they cannot be posted through your letterbox, the courier will leave a note explaining how to rearrange delivery or, in some cases, collect your products from a local depot. This system will vary from region to region.
6.5 IF YOU DO NOT RE-ARRANGE DELIVERY.
Should you fail to rearrange delivery or collection of the products from a delivery depot, we will contact you for further instructions. In this case we may have to charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you to arrange either collection or delivery, we may end the contract and clause 9 will apply.
6.6 YOUR LEGAL RIGHTS IF WE DELIVER LATE.
Should we deliver products late, you have a legal right. Should we, for reasons within our control, miss a deadline for one of our deliveries, you can treat the contract as at an end straight aways should any of the following apply:
6.6.1 we have refused to deliver the products to you;
6.6.2 having the products delivered within the deadline was essential (accounting for all the relevant circumstances);
6.7 SETTING A NEW DEADLINE FOR DELIVERY.
Once we have delivered the product to the address that you provided us, the product is your responsibility.
6.8 WHEN YOU OWN GOODS.
When we have received the payment for the product in full, you take on full ownership of the product.
7. YOUR RIGHTS TO END THE CONTRACT
7.1 YOU MAY ALWAYS END YOUR CONTRACT WITH US.
You have rights over when you end the contract. However, these will depend on what type of product you have bought, whether there is a fault with it, how we are performing and the time at which you decide to end the contract:
7.1.1 If we have misdescribed the product sold to you or it has a fault that you have not caused, you can end the contract (alternatively, you can get the product repaired or replaced or we may provide a service to get some or all of your money back), see clause 9;
7.1.2 If you have changed your mind about the product within the agreed time limit for returns
7.2 ENDING THE CONTRACT BECAUSE OF SOMETHING WE HAVE DONE OR ARE GOING TO DO.
Should you want to end the contract for a reason set out at (a) to (e) below, the contract will be terminated immediately and we will refund you in full for any products which have not been provided. Note that you may also be entitled to compensation. The following reasons apply to this clause:
7.2.1 We have notified you about an upcoming change to a product that is due to be delivered and you do not agree with it; or no longer wish to receive the product
7.2.2 we have notified you of a mistake in either the price or description of the product you have ordered and you do not wish to proceed with the order;
7.2.3 due to events outside of our control, there is a risk of significant delay in the delivery of your products;
8. HOW TO END THE CONTRACT WITH US
TELL US YOU WANT TO END THE CONTRACT.
Should you wish to end the contract with us, please email us at email@example.com. When you do so, please provide your name, home address, details of the order and, where available, your phone number and email address. This information will help us to identify you and any existing orders you have made.
8.1 RETURNING PRODUCTS AFTER ENDING THE CONTRACT.
Should you end the contract for any reason after products have been dispatched to you or when you have already received them, you must return them to us to end the contract. You must post them back to us. Please email us at firstname.lastname@example.org to arrange the return of your products.
8.2 WHEN WE WILL PAY THE COSTS OF RETURN.
At times, we will pay for the cost of return the products, if one of the following applies:
8.2.1 the products are faulty or misdescribed on our website;
8.2.2 you have chosen to end the contract due to an upcoming change in the terms of the products, a delay in delivery due to events outside our control, a mistake in the product pricing or description or since you have a legal right to do so as a result of something we have done wrong;
8.3 HOW WE WILL REFUND YOU.
Should we need to refund you, we will cover the price you paid for the products including delivery costs, except for partial return by the method you used for payment. However, keep in mind that we may make deductions from the cost.
8.4 WHEN YOUR REFUND WILL BE MADE.
At Serpentine, we endeavour to make refunds as soon as possible. Times may vary depending on your payment method and your bank. Note that it may take around 14 days from the day we receive the product from you or, if you provide us evidence that you have sent the product back to us, the refund may be earlier.
8.5 IF YOU BREAK THE CONTRACT WE MAY END IT.
We hold the right to end the contract for a product at any time by writing to you, should the following apply:
8.5.1 you have not, within the necessary time of writing, provide us with all of the information that we need to provide you with the products that you have ordered;
8.5.2 you do not, within a reasonable time period, allow us to deliver the products to you; or
8.5.3 you breach any other terms of this Agreement that we have laid out above.
9.PROBLEMS WITH PRODUCTS
9.1 HOW TO TELL US ABOUT PROBLEMS.
Should you have any questions or complaints about the product you have received or are waiting to receive, please contact us at your earliest convenience. You can email us at email@example.com.
9.2 YOUR OBLIGATION TO RETURN REJECTED PRODUCTS.
Should you wish to exercise your legal rights to reject products you must post them back to us as soon as possible.
10. PRICE AND PAYMENT
10.1 WHERE TO FIND THE PRICE FOR THE PRODUCT.
The shown price of the product (which includes VAT) will be the same as the price indicated on the order pages when you place your product order. At all times, we will take all reasonable care to ensure that the price of the product advised to you is entirely correct. However please see clause 10.2 for what happens if we discover a mistake in the price of the product you order from Serpentine.
10.2 WHAT HAPPENS IF WE GOT THE PRICE WRONG.
Despite our best efforts, there may be times when some of the products we sell may be incorrectly priced on the website. Of course, we usually check prices before accepting your order to ensure that when the product's correct price at your order date is less than our stated price at your order date, we will charge the lower, previously shown amount.
Should the product's correct price at your order date be more than the price stated in our price list, we will contact you to provide you with your instructions ahead of accepting your order.
However, should we accept and process your order where a pricing mistake is obvious and unmistakable and could reasonably have been recognized by you (the customer) as a mispricing, we hold the right to end the contract, refund you any money you have paid and demand the return of any goods provided to you.
10.3 WHEN YOU MUST PAY AND HOW YOU MUST PAY.
Payment methods we accept include Visa, Visa Debit, MasterCard, PayPal, American Express, Apple Pay. You need to pay for your ordered products before we dispatch them. However, we only charge your credit card when we have dispatched the order of products to your given address.
11. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
11.1 WE ARE RESPONSIBLE TO YOU FOR FORESEEABLE LOSS AND DAMAGE CAUSED BY US.
Should we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer so long as it is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. However, we do not assume any culpability for any loss or damage that is not foreseeable.
Loss or damage is foreseeable when it is obvious that it will occur as a result of some action or if, at the time the contract and order was created, we were both aware that it may be a possibility. For example, you may have discussed this option when speaking to us at the point of sale or via email.
11.2 WE ARE NOT LIABLE FOR BUSINESS LOSSES.
All of the products that we supply at Serpentine are for personal and domestic use. If you decide to use these products for commercial, business or resale purposes, we take no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity at any time.
12. HOW WE MAY USE YOUR PERSONAL INFORMATION
12.1 In the ordering process, we take important details from you. You can check out Privacy and Cookies Policy (available here ) for details of how we may use information about you that we collect at this time as well as the specific information that we collect during this process.
13. OTHER IMPORTANT TERMS
13.1 WE MAY TRANSFER THIS AGREEMENT TO SOMEONE ELSE.
We hold the right to transfer our rights and obligations under these terms and conditions to another organization. We will always tell you about this change in writing if this occurs. At all times, we will ensure that the transfer will not affect your rights under the contract.
13.2 YOU NEED OUR CONSENT TO TRANSFER YOUR RIGHTS TO SOMEONE ELSE (EXCEPT THAT YOU CAN ALWAYS TRANSFER OUR GUARANTEE).
Keep in mind that you can only transfer your rights or your obligations under these terms and conditions to another individual person (not company or business) if we agree to this in writing.
13.3 NOBODY ELSE HAS ANY RIGHTS UNDER THIS CONTRACT.
This contract is between you (the customer) and us (Serpentine). For that reason, no other person outside of this contract shall ever have any rights to enforce any of its terms.
13.4 IF A COURT FINDS PART OF THIS CONTRACT ILLEGAL, THE REST WILL CONTINUE IN FORCE.
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 remain in full force and effect.
13.5 EVEN IF WE DELAY IN ENFORCING THIS CONTRACT, WE CAN STILL ENFORCE IT LATER.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.