Terms of Service

Updated: May 2022

 

Welcome to the Canyon International Limited, ‘e11even Perfume Oil website (the “Site”). By placing an order with Canyon International Limited (“e11even”, “we”, “us” or “our”) for products which are sold on the Site (“Products”) you will be deemed to have read, understood and agreed to these terms & conditions (“T&Cs”). Please read these T&Cs carefully and, if you are unhappy with any aspect, you should contact one of our customer service advisors before placing an order with us.

We amend these T&Cs from time to time. Please check the top of this page to see when these T&Cs were last updated. Every time you order Products from us, the T&Cs in force at the time of your order will apply to the contract between you and us. If we have to revise these T&Cs and this has a material impact on your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the contract if you are not happy with the changes.

You have chosen to visit the Site in the United Kingdom in order to purchase our Products. As a consequence, irrespective of your place of residence, any purchase you make will occur in the United Kingdom and will be governed by these T&Cs and the laws of England and Wales. Any use of currencies other than the UK pound sterling are purely for your ease of reference.

1. About Canyon International Limited

We are Canyon International Limited, a company registered in England and Wales. Our company registration number is 13269563 and our registered office is at Littleberry Court, 5 St. Vincent’s Lane, London, W1J 9EN. Our registered VAT number is 376867238.

You can contact us by emailing our customer service team at hello@e11evenfragrance.com

2. Eligibility

In order to make a purchase through the Site or to use the services or features made available to you on the Site you will be required to register. When you register, you will be required to provide information about yourself including, but not limited to, your name, telephone number and e-mail address, which is true, accurate, current and complete in all respects. Should any of your registration information change in the future you are required to amend your personal online account immediately. We may change registration requirements from time to time. Furthermore, when ordering items, you will be required to provide payment details and you represent and warrant that the payment details you provide on ordering are both valid and correct and you confirm that you are the person referred to in the billing information provided.

The purchase of Products through the Site is strictly limited to parties who can lawfully enter into and form contracts on the Site in accordance with English law.

3. Pricing policy

We have taken great care in the preparation of the content of this Site, in particular to ensure that the details, descriptions and prices quoted are correct at the time of publishing. However, we will only accept orders if there are no material errors in the description of the Products or the prices as advertised on this Site. All prices are displayed inclusive of VAT and exclusive of delivery charges. The total cost of your order is the price of the Products ordered plus VAT at the current rate and plus the delivery charges as set out during the checkout process. Fees and conversion rates may apply subject to the terms of your bank.

If the rate of VAT changes between your order date and the date we supply the Products, we will adjust the rate of VAT that you pay (unless you have already paid for the Products in full before the change in the rate of VAT takes effect).

4. Online ordering process

The ordering process consists of following steps:

a) you add the Products which you wish to purchase to your Shopping Cart

b) you select your preferred delivery method

c) you provide an address for delivery, a billing address, and any requested payment information

d) you will be asked to read carefully and then accept the T&Cs

e) before submitting your order you will have a final opportunity to review the Products to be purchased and their prices (including any additional charges and fees such as delivery costs) and all of the information you have submitted; and

f) you will click ‘Submit’ to finalise your order.

You are able to correct errors on your order up to the point at which you click to ‘Submit’ your order on the final page of our ordering process.

5. Acknowledgement and acceptance of your order

We will notify you by e-mail as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfil your order following this acknowledgement, we will contact you by e-mail or telephone advising you of this. We will confirm acceptance of your order by sending you an e-mail that confirms that the Products have been dispatched (“Dispatch Confirmation”). A legally binding contract between us will be formed when we send you the Dispatch Confirmation (or, in the unlikely event that a Dispatch Confirmation is not sent due to a processing error, when we dispatch the Products to you) (“Contract”). If you require any information concerning your order please e-mail us at hello@e11evenfragrance.com quoting your order number. We may not accept your order if a Product you have ordered is out of stock, if we have identified a Product or pricing error, or if we are unable to obtain authorisation for your payment. Please note that we reserve the right to reject any offer to purchase by you at any time.

6. Inspection

You should inspect the Products upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us otherwise and return the Products in accordance with your cancellation rights or other statutory rights (as referred to below).

7. Payment

Payment can be made through any of the following methods: Paypal, Visa, Mastercard. Please note that all credit/debit cardholders are subject to validation checks and authorisation by the issuer of the card. If the issuer of your payment card refuses to pay or does not for any reason authorise payment to canyon International Ltd, we will not be liable for any delay or non-delivery of Products. We retain the legal ownership of all Products until full payment has been made by you and received by us and legal ownership of the Products will immediately transfer back to us if we refund any payment for the Products to you. Risk in the Products transfers to you upon delivery.

Please refer to our Privacy Policy for further information regarding secure payment and internet fraud.

8. Your cancellation rights

12.1 As you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts Regulations 2013 from the date of the Dispatch Confirmation until the date which is 14 days after you receive the Products. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.

12.2 Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised; or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

12.3 You can return an item / cancel a Contract by emailing our Customer Services Team on hello@e11evenfragrance.com and we will provide you with the appropriate instructions. 

All items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned. Please ensure that you obtain a proof of postage when you do so as we do not accept responsibility for items which are lost in transit. Customers should have regard to any labelling and packaging guidelines produced by the postal service or courier used.

12.4 If you cancel your Contract we will:

(a) Refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a store. If we refund you the price paid before we are able to inspect the goods and later discover that you have handled them in an unacceptable way, you will be liable to pay to us an appropriate amount.

(b) Refund any delivery costs you have paid, although the maximum refund will be the cost of delivery by the least expensive delivery method we offer (as permitted by law).

(c) Make any refund due to you as soon as possible and in any event within 14 days after the day on which we receive the Products back from you (provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation). Please note that it can take 3 – 5 working days after we have processed a refund payment for it to appear on your credit card statement.

(d) Refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Products we may refund you in vouchers.

(e) Exchanges. If you indicate on your Cancellation Form that you would rather receive an exchange than a refund then this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery. In these circumstances, a new Contract will be deemed to have been formed between us in relation to the new Product you have selected (and your various rights of cancellation and return as set out herein will apply to that Product). In the event that we are not able to satisfy your request for an exchange then we will refund you the cost of the Products and the original Contract between us will be cancelled.

9. Your other statutory rights to return products under the consumer rights act 2015

13.1 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights (which are summarised in general terms below) are not affected by your right of return and refund in clause 11 (above) or anything else in these T&Cs.

13.2 The Consumer Rights Act 2015 states that goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Products your legal rights entitle you to the following:

(a) Up to 30 days: if your goods are faulty, then you are entitled to an immediate refund.

(b) Up to 6 months: if your goods cannot be repaired or replaced, then you are entitled to a full refund in most cases.

(c) After 6 months (depending on the type of Product): if your goods do not last a reasonable length of time then you may be entitled to some money back.

10. Questions and complaints

If you have any questions about these T&Cs or if you wish to contact us to complain about any matter in regard to the Products,  please email us at hello@ellevenlondon.com

If after contacting us and following our complaints procedure you still feel that your complaint has not been resolved satisfactorily, you may access the EU Commission’s Online Dispute Resolution platform for advice.

11. Law, jurisdiction and language

This Site, any content contained herein and any contracts entered into as a result of usage of this Site are governed by English law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

For any further help or assistance please contact our customer service team hello@e11evenfragrance.com.