Terms of Service

Last updated: 20 August 2026

1. About these terms

These terms of service govern your use of hemelshop.com and any order you place through it. The website is operated by Hemelshop.com, [registered company address], [company registration number / VAT number] ("we", "us", "our").

By using the website or placing an order you accept these terms. If you do not accept them, please do not use the website. Please also read our Privacy Policy, which explains how we handle your personal data.

2. Your account

You may browse the shop without an account, but you need one to place an order. You can register with an email address and password, or sign in with your Google account.

• You must be at least 18 years old, or have the consent of a parent or guardian, to open an account.
• The information you give us must be accurate and kept up to date.
• You are responsible for keeping your password confidential and for activity carried out under your account.
• If you sign in with Google, we receive your name and email address from Google in order to identify you. You can disconnect this at any time in your Google account settings.
• Tell us immediately if you believe someone else has used your account.

3. Products and descriptions

We take care to describe our products accurately, but photographs are illustrative and colours may appear differently on different screens. Packaging and formulations may change. Where a product description, price or availability contains an obvious error, we may cancel the affected order and refund you in full.

All products are subject to availability. We may withdraw a product from sale at any time.

4. Prices, taxes and duties

• Prices are shown in the currency selected on the website and include the taxes stated at checkout.
• Shipping costs are shown separately before you confirm your order.
• For deliveries outside the customs area of dispatch, import duties and local taxes may apply and are your responsibility.
• We may change our prices at any time, but a change never affects an order that we have already confirmed.

5. How a contract is formed

Placing an order is an offer to buy. We will send you an email confirming that we have received it - this is an acknowledgement, not acceptance. The contract between us is formed when we send you confirmation that the goods have been dispatched. If we cannot fulfil your order we will tell you and refund any payment in full.

6. Payment

Payment is taken through our payment providers using the methods shown at checkout. We do not store your full card details. Goods remain our property until we have received payment in full.

7. Delivery

We ship to the destinations listed at checkout. Delivery times shown are estimates and are not guaranteed, and delays caused by couriers or customs are outside our control. Risk in the goods passes to you on delivery. Please check your order on arrival and tell us promptly about any damage or shortage.

8. Cancellation, returns and refunds

If you are a consumer in the European Union or the United Kingdom, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. To do so, tell us in writing at [support@hemelshop.com] within that period, then return the goods to us within a further 14 days.

• Goods must be returned unused and in a resaleable condition, with their original packaging and any seal intact.
• You pay the cost of returning the goods, unless they are faulty or not as described.
• We refund the price of the goods and standard delivery cost within 14 days of receiving the return, using the same payment method you used.
• The right to cancel does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, or to goods that are made to your specification.

Faulty goods, goods that do not match their description, and warranty claims are handled under the consumer law that applies to you; nothing in these terms limits those rights.

9. Acceptable use

You agree not to:

• use the website for any unlawful or fraudulent purpose;
• attempt to gain unauthorised access to the website, its servers or another user's account;
• interfere with the operation of the website, including by introducing malware or placing an unreasonable load on it;
• scrape, copy or resell content from the website without our written permission;
• post reviews or messages that are false, offensive, or infringe someone else's rights.

We may suspend or close an account that breaches these terms.

10. Intellectual property

The content of this website - including text, product photographs, logos, layout and software - is owned by us or our licensors and is protected by copyright and trade mark law. You may view and print it for your own personal use only.

11. Third-party links and services

The website links to and integrates with services operated by others, such as Google sign-in, payment providers and couriers. We are not responsible for their content or practices, and their own terms and privacy policies apply when you use them.

12. Our liability

We provide the website as it is and do not guarantee that it will always be available or free from errors. To the extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, or loss of data. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded by law. Nothing in these terms affects your statutory rights as a consumer.

13. Changes to these terms

We may update these terms from time to time. The version published on this page when you place an order is the one that applies to that order.

14. Governing law and disputes

These terms are governed by the law of [country whose law governs the contract], and disputes are subject to the courts of that country. If you are a consumer resident elsewhere in the European Union, you keep the protection of the mandatory consumer law of your own country and may bring proceedings there. EU consumers may also use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.

Please contact us first - we would much rather resolve a problem directly.

15. Contact

Hemelshop.com
[registered company address]
Email: [support@hemelshop.com]
Web: Contact form