Terms of service

TERMS AND CONDITIONS

1. Definitions

In these terms and conditions, the following terms shall have the meanings set out below:

"Site" refers to www.wakencare.com;

"We," "us," "our," "Waken," and "Mintology Limited" refer to Mintology Limited, the owner and operator of the Site; and

"You," "your," and "user" refer to any person accessing or using the Site.

2. Promotional Terms & Conditions: Product Bundles, Bundle Offers, Discount Codes, Multi-Buys

Product Bundles:

  • We periodically present our customers with curated Product Bundles, allowing you to purchase multiple products bundled together at a fixed retail price.
  • The price represents a minimum percentage discount off the total retail price of the individual products on the Site (excluding shipping costs).
  • To purchase, simply add the Product Bundle to your basket and proceed to checkout following the indicated steps. The advertised retail price of the Product Bundle reflects the percentage discount communicated.
  • Product Bundles are subject to stock availability.
  • The bundles and the associated discounts may have an expiration date, and if so, are valid only within the communicated time frame.
  • There is no cash alternative for these promotions.

Discount Codes:

  • From time to time, we release Discount Codes which can be applied at checkout to avail a discount on the total retail price of the products (excluding shipping costs).
  • Each Discount Code may be used only once per customer.
  • Discount Codes cannot be combined with other promotions or offers.
  • There is no cash alternative for these discounts.
  • All sales are subject to product availability.

Multi-Buy Offers:

  • We periodically provide Multi-Buy offers, which allow customers to purchase more than one product at a discounted rate.
  • These offers cannot be combined with Discount Codes.
  • There is no cash alternative for these offers.
  • All Multi-Buy offers are subject to product availability.

General Terms:

  • "Waken" refers to the company and reserves the right to suspend, cancel, or modify these promotions and/or review and update these terms and conditions at any time without prior notice.
  • By continuing to participate in these promotions after any revision of these terms and conditions, you are deemed to have accepted any new or amended terms.
  • In case of any disputes arising from these promotions, the decision of Waken shall be final and binding.

Additional Clauses for Special Promotions:

  • Occasionally, Waken may run Special Promotions that might have their own set of terms and conditions.
  • In such cases, the terms and conditions specific to the Special Promotions will take precedence over these general promotional terms and conditions.

Please note that participating in these promotions signifies your agreement to be bound by these terms and conditions.

3. Delivery Costs and Times

  • Delivery is currently free on all orders over £20 and is £4.50 on orders below this value. Please note that the shipping cost does not count towards the £20.
  • We do not currently ship outside of the UK.
  • Once payment has been processed, we aim to ship all orders within two (2) working days of receipt. From despatch, please allow around 2-3 working days for standard delivery.
  • For international orders, delivery times will vary, and we cannot guarantee a specific delivery timeline.
  • Working days for us are Monday to Friday (not including UK Bank / Public Holidays).

4. Missing Orders and Items

  • Please contact us at hello@wakencare.com straight away if your order does not arrive when it should. You should quote your order number, and we will find out what happened to it and get it to you as quickly as we can. Unfortunately, we cannot replace orders where the delivery address has been entered incorrectly by the person placing the order.
  • Please contact us at hello@wakencare.com immediately if your order is missing any products. We'll find out what happened to your order within three (3) working days and we'll get them to you as soon as possible or give you the option of a full refund of the missing items.

5. Returns Policy and Refunds

  • Our full returns and refunds policy can be found here. 

6. Payment Methods

We use Shopify Payments and PayPal as our online payment platforms and accept payment from the following:

Visa

Visa Debit

Visa Electron

Mastercard

Debit Mastercard

Maestro

Amex

Apple Pay

G Pay

7. Using Our Site

Mintology Limited has not reviewed all of the sites linked to the Site and is not responsible for the contents of any off-site pages or any other sites linked to the Site. Your linking to any other off-site pages or other sites is at your own risk.

You are responsible for ensuring that your log in details, password and all other details in relation to your account remain confidential at all times.

We try to make sure that all information on the website is accurate and correct at all times. We will try to resolve all information errors on the website as soon as reasonably possible. If you believe that such an error has affected your purchase, please let us know. However, because we take these steps, we will not be liable to you for any errors on the website.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.

8. Intellectual Property

All content on the Site, including but not limited to text, images, graphics, logos, and software, is the property of Mintology Limited or its content suppliers and is protected by copyright and other intellectual property laws. You may not reproduce, modify, distribute, or otherwise use any of the content on the Site without the express written permission of Mintology Limited.

9. Privacy Policy

Please review our privacy policy HERE for further information.

10. Disclaimers and Limitation of Liability

Your use and browsing of the Site are at your own risk. Neither Mintology Limited nor any other party involved in hosting or delivering the Site is liable for any direct, incidental, consequential, indirect, or punitive damages arising out of your access to, use of, the Site. Without limiting the foregoing, everything on the Site is provided to you "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OR MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

Nothing within these conditions operates so as to exclude, limit or restrict our liability for death or personal injury. Nothing in the above exclusions affects your statutory rights as a consumer.

11. Governing Law and Jurisdiction

These terms and conditions, and any disputes arising out of or in connection with their subject matter, shall be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales to settle any disputes arising out of or in connection with these terms and conditions or your use of the Site.

12. Termination

We reserve the right to terminate your access to the Site or any part of it at any time, without notice, if you breach these terms and conditions or if we believe that your actions may cause legal liability for you, us, or other users.

13. Changes to These Terms and Conditions

We reserve the right to change these terms and conditions at any time, and any such change will be effective to all new orders once included in the text of these terms and conditions and published on the website.

14. Influencer Giveaways

Waken may occasionally host giveaways in collaboration with influencers. These giveaways will be promoted on their social media channels, and the terms and conditions for each giveaway will be specified in individual posts. 

"Participant," "you," "your," and "user" refer to any individual who participates in the Waken’s giveaway promotions, as well as any individual who agrees to these terms and conditions.  

“Influencer,” “creator,” and “content creator” refer to any individual or organisation with a significant following on social media platforms, who will be responsible for promoting and organising the giveaway on their social media page, selecting the winners, and providing Waken with the winner's details. 

Giveaways are open to residents of Mainland UK, aged 18 years or over, except employees of Waken and their close relatives and anyone otherwise connected with the organisation or judging of the giveaway. 

Giveaways will run from the dates specified in individual posts. Entries received after the specified times will not be considered. 

One winner will be selected for each influencer's giveaway campaign. The winners will be chosen at random from all eligible entries received and verified by the Influencer. 

The winners will receive the giveaway prize from Waken. The prize is as stated in the giveaway announcement post and no cash or other alternatives will be offered. The prize is not transferable. 

The winners will be announced on the Influencer’s social media account, within 7 days of the closing date. If the winner does not claim the prize within 7 days of notification, Influencer and Waken reserve the right to withdraw the prize from the winner and pick a replacement winner. 

Waken will send the prize to the winners via postal mail or other delivery services as agreed upon with the winner. 

By entering these giveaways, participants agree to allow Waken to use their name and Instagram handle for promotional purposes, including posting their name on Waken's website and social media channels. 

Waken reserves the right to modify or terminate the giveaways and these terms and conditions at any time, without notice. 

These terms and conditions, and any disputes arising out of or in connection with their subject matter, shall be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales to settle any disputes arising out of or in connection with these terms and conditions or your use of the products. 

The participants acknowledge that the giveaways are in no way sponsored, endorsed, or administered by, or associated with, Instagram or any other social network or platform. 

Any personal data relating to the participants will be used solely in accordance with current data protection legislation and will not be disclosed to a third party without the entrant's prior consent. 

By participating in these giveaways, participants are deemed to have read and understood these terms and conditions and agree to be bound by them. 

12. Complaints Policy

At Mintology Limited, we always strive to provide the highest level of service to all our customers. However, we understand that there may be times when you feel that we have not met our high standards. When this happens, we want to hear about it, understand how we can improve, and resolve any issues as quickly as possible. Here is our process for handling complaints:

How to Make a Complaint:

Contact Us: If you have a complaint about any part of our service, please contact us first. You can email our customer service team at hello@wakencare.com or write to us at Mintology Limited, Unit 418 Grand Union Studios, 332 Ladbroke Grove London, W10 5AD. We aim to resolve most problems at this point.

Acknowledgment: We will acknowledge your complaint within 5 working days of receipt. We aim to resolve all complaints as quickly as possible, and will provide you with a full response within 14 days or, where more time is needed, provide you with an update on progress.

Investigation: Your complaint will be investigated thoroughly. We may need to contact you to ask further questions about your complaint if necessary.

Resolution: After completing our investigation, we will propose a solution. We will work with you to agree on a resolution to ensure you are fully satisfied with the outcome.

Follow-up: If necessary, any changes required to prevent future problems will be implemented based on your feedback.

Alternative Dispute Resolution:
If you are not satisfied with the final response to your complaint, or if we have not resolved it within 12 weeks, you have the right to request an alternative dispute resolution (ADR). We are committed to fair and unbiased dispute resolution and adhere to the practices and procedures of the UK’s recognized ADR provider, Promediate. This service is free of charge.

ADR Contact Details: You can contact Promediate directly at:
Website: promediate.co.uk
Email: enquiries@promediate.co.uk
ADR Provider’s Role: The ADR provider will act as a neutral third party between you and our company. 

Continuous Improvement:
We take your concerns seriously and use the feedback from your complaints to improve our services. Thank you for helping us to enhance our service quality.