These terms apply when you use this website or buy from Elite Terpenez. Please read them before you order. If you are buying as a consumer, nothing in these terms takes away your legal rights.
About us
Elite Terpenez is the trading name of ELITETERPENES LTD, a company registered in England and Wales (company number 16599313). Our registered office is Hamill House, 112-116 Chorley New Road, Bolton, England, BL1 4DH.
You can contact us through our contact page or by email at info@eliteterpenez.co.uk.
Who can buy
You must be 18 or over to buy from us. By placing an order you confirm that you are 18 or over and that the details you give us are true and complete.
We sell to consumers and to businesses. Where a section below applies only to consumers or only to business customers, it says so.
Our products and how to use them
- Our terpene profiles are concentrated flavour and aroma ingredients for use by product makers in formulation. They have not been evaluated for use in e-cigarettes. They are not medicines and are not intended to diagnose, treat or prevent any condition.
- Do not consume them undiluted. Follow the dilution and usage guidance on the product page, the label and our mixing guide, and test any new formulation in small amounts first.
- You are responsible for making sure that any product you make with our terpenes is safe and complies with the laws that apply where you make or sell it.
- Keep products out of the reach of children and pets, store them closed, away from heat and direct sunlight, and follow any safety information supplied with the product. Read our safety and compliance page before you use any product.
- Aroma and flavour descriptions are a guide. Natural ingredients can vary slightly over time, and how a profile tastes depends on the base and amount you use. Product images are for illustration; packaging may differ.
Prices and payment
- Prices are shown in pounds sterling (GBP). The price you pay is the price shown at checkout when you place your order. Any delivery charge and any discount are shown at checkout before you pay.
- We may change prices at any time, but changes do not affect orders we have already accepted.
- If we discover an obvious pricing mistake after you order, we will contact you. You can then choose to go ahead at the correct price or cancel for a full refund.
- We accept the payment methods shown at checkout, which are card payments through Viva.com, bank transfer and cryptocurrency. Card payments are processed securely by our payment provider; we do not see or store your full card details.
- Bank transfer: use your order number as the payment reference. We prepare your order once the payment has reached our account. If payment does not arrive within a reasonable time, we may cancel the order.
- Cryptocurrency: send the exact amount shown, on the network shown, before the payment window ends. The amount is fixed only for that window. Network fees are paid by you. Crypto payments cannot be reversed, so please check the address and network carefully; we cannot recover funds sent to the wrong address or network. If you overpay or underpay, contact us and we will help put it right.
Your order
- After you place an order you will receive an email confirming that we have received it. This is not yet acceptance. The contract between us starts when we confirm that your order has been dispatched.
- We may decline or cancel an order, for example if an item is out of stock, if we cannot verify payment, if we cannot deliver to your address, or if we suspect fraud. If you have already paid, we will refund you in full.
- Please check your order and delivery details before you pay. Contact us as soon as possible if something is wrong.
Delivery
- We deliver to the countries offered at checkout. We aim to dispatch the same working day for orders placed and paid for by 3:00 pm UK time on a working day, and otherwise on the next working day, as set out in our shipping policy. UK mainland orders are delivered by FedEx. Orders to Northern Ireland, the Outer Hebrides, Shetland, the Isle of Man, the Channel Islands, Europe and the rest of the world are delivered by UPS. The delivery cost is calculated at checkout and shown before you pay. Delivery to UK mainland addresses is free on orders over £80. See our shipping policy for details.
- Delivery times given are estimates from our couriers, not guarantees. We are not responsible for delays outside our control, such as courier or customs delays, but we will help you with any delivery problem.
- Orders delivered outside the United Kingdom are sent delivered at place (DAP): the price at checkout does not include import duties, taxes or customs charges in the destination country, and you are responsible for paying them.
- The products become your responsibility once they are delivered to the address you gave us, or collected by you.
Discount and delivery codes
- Discount and free delivery codes can be used only on the terms shown with the code, for example a minimum spend, an expiry time, a delivery country or a single use.
- Some codes are offered by our sister stores, which are run by our related company 3DEVICES LTD, and are linked to the email address used on the original order.
- Codes have no cash value and cannot be exchanged. We may refuse a code that has been misused.
Your right to cancel (consumers)
If you are a consumer, you can cancel your order within 14 days of the day you, or someone you name, receive the goods. You do not need to give a reason.
- To cancel, tell us clearly by email or through our contact page, with your order number.
- Return the goods to us within 14 days of telling us. Unless the goods are faulty or not as described, you pay the cost of returning them. Please package them securely.
- We will refund the price you paid, including standard delivery cost, within 14 days of receiving the goods back or receiving proof that you have sent them, whichever is earlier. We refund using the same payment method you used, unless we agree otherwise.
- We may reduce your refund if the value of the goods has been reduced because you handled them more than was necessary to check them.
- Return goods to: ELITETERPENES LTD, Hamill House, 112-116 Chorley New Road, Bolton, England, BL1 4DH. Contact us first at info@eliteterpenez.co.uk with your order number. See our refund and returns policy.
The right to cancel does not apply to:
- sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery. This means a bottle that has been opened cannot be returned for a change of mind, unless it is faulty;
- goods made to your specification or clearly personalised, such as custom blends or bulk orders prepared specially for you.
Faulty or incorrect items
If you are a consumer, you have legal rights if goods are faulty, not as described or not fit for purpose, under the Consumer Rights Act 2015. These include the right to reject goods within 30 days of delivery for a refund, and after that a right to a repair or replacement, or in some cases a refund.
If something is wrong with your order, please contact us as soon as you can with your order number and, if possible, photos. We will put it right in line with your legal rights.
Business customers
If you buy for business purposes, the consumer rights in these terms do not apply to you. We will supply goods that match their description, but we give no other warranty unless we agree it in writing. Our total liability to a business customer for any order is limited to the price paid for that order. We are not liable to business customers for loss of profit, loss of business or any indirect or consequential loss. Separate written wholesale terms, if agreed, take priority over this section.
Wholesale and trade orders
If you want to buy in larger quantities, you can apply for a wholesale account on our wholesale page. We confirm wholesale accounts, pricing, sizes and any custom blend by email, and these terms apply to wholesale orders unless we agree different written terms with you. Quotes are valid only for the period stated in the quote. Custom blends and bulk orders made specially for you cannot be cancelled once we have started preparing them, unless they are faulty or not as described.
Our responsibility to you
If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our failure. We are not responsible for loss caused by misuse of the products, by not following the usage guidance, or by events outside our reasonable control.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law, including your statutory rights as a consumer.
Using this website
- The content on this website, including text, images, logos and product designs, belongs to us or our licensors. You may view it for personal use and to place orders. You may not copy or reuse it for commercial purposes without our written permission.
- We try to keep the website accurate and available, but we do not promise that it will always be available or free from errors. Information on the website is general and is not professional advice.
- You must not misuse the website, for example by introducing malicious code or trying to gain unauthorised access.
Events outside our control
We are not responsible for delay or failure to meet these terms caused by events outside our reasonable control, such as carrier or supplier disruption, severe weather, strikes, power or internet failures, or acts of government. If an event like this affects your order, we will tell you and do what we reasonably can to deliver it, or refund you if we cannot.
Complaints
If you are not happy with an order or with our service, please contact us at info@eliteterpenez.co.uk with your order number and details. We will aim to reply within a few working days and try to put things right. This does not affect your legal rights.
General
- If any part of these terms is found to be unenforceable, the rest still applies.
- If we do not enforce a right straight away, we can still enforce it later.
- You may not transfer your rights under these terms to anyone else without our written agreement. We may transfer ours to another business that takes over ours, as long as your rights are not reduced.
- A person who is not a party to a contract with us has no right to enforce its terms.
Your personal information
We use your personal information as set out in our privacy policy.
Our other policies
Please also read our refund and returns policy, shipping policy, safety and compliance page, privacy policy and cookie policy.
Changes to these terms
We may update these terms from time to time. The date the page was last updated is shown at the top. The terms that apply to your order are the ones shown on the website when you placed it.
Law and disputes
These terms are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts of England and Wales, or in the courts of the part of the UK where you live. If you live outside the United Kingdom, you keep any protection given to you by the mandatory laws of your country.
If you have a complaint, please contact us first so we can try to resolve it.