terms and conditions
In this section of our T&Cs you will learn what our terms cover, how to contact us and general information about the services we provide.
OUR TERMS
1. These terms
What these terms cover. These are the terms and conditions on which we supply our Services to you via our platform https://neeedl.shop.
Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, the services that we supply to you, what to do if there is a problem and other important information. If you think that there is a mistake in these terms please contact us to discuss. Please note that the Platform not aimed at minors and you should not use this Platform if you are under 18 years old.
2. Information about us and how to contact us
Who we are. We are neeedl.
How to contact us. You can contact us by using our messaging service (located at the bottom-right of the website) or by writing to us at hello@neeedl.net.
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us.
”Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. Our services
What we provide to you. We provide services to you through our Platform. The services we provide to you include: (i) us acting as operator of the Platform and procuring Retailers to display their goods on the Platform; (ii) allowing you access to the Platform to enable you to purchase Products (as set out below) from third-party retailers (Retailers); (iii); providing you with logistics services helping you to buy Products, such as providing you with payment and courier services, and also (iv) facilitating the returns process when you wish to return Products to the Retailers (the Services).
As our Services are limited to logistics and Platform access, the contract for the purchase of the Products is between you and the Retailer selling you those goods. This means that it is the Retailer who is legally responsible for selling the Products to you, and not us.
Service Contract. The Service we provide in respect of courier services and returns management is supplied to you by us. Therefore, when you purchase a Product, you are entering into contract with us in respect of the Services (i.e., courier services and returns management only). If we charge you for courier services and returns management, we will always communicate our fees for this during the order process before you complete your purchase of the Products. Our relationship comes to an end in respect of any given Product purchase once your Products have been delivered by our courier service, and/or your Product has been returned to the Retailer, i.e., when our Services to you have been completed.
4. Products
When you purchase Products through our Platform, you are purchasing them directly from our Retailers (as named for each Product) on our Platform. Products means the items which are featured for sale on our Platform and sold to you by our Retailers.
Product Sale Contract. Your purchase of the Products is subject to a contract between you and the Retailer supplying those Products to you. We are acting as agent on behalf of our Retailers and you are not purchasing the Products from us. As such, our Retailers allow us to enter into that contract on their behalf. Our contract with you (and therefore liability to you) is limited to our logistics Services (as set out above).
Products may vary slightly from their pictures. As our Retailers are responsible for the images of their Products they sell on our Platform, please note that the pictures are for illustrative purposes only and we cannot guarantee that a device’s display of the colours accurately reflects the colour of the Products. Your Product may vary slightly from those images. As a supplier of the logistical Services only, we are not responsible for the overall aspect of the Product pictures.
Product description may vary. Products descriptions on the Platform are based on information provided to us by Retailers. We cannot guarantee that all details are always accurate, complete or error free and we are not responsible for the overall Product descriptions.
Quality of Products. Our Retailers are not permitted to place Products on the Platform which are of lower quality than the usual market standards. If you have any issue with a Product, please contact our customer services in the first instance and we will help you to reach a solution with the Retailer.
Product packaging may vary. The packaging of the Product as sold by our Retailers may vary from that shown in images on our Platform. As a supplier of the logistical Services only, we are not responsible for the overall aspect of the Product packaging.
How to contact us. Please contact customer services by email – hello@neeedl.net if you have any queries about a Product.
5. Your rights to make changes
Making changes to your order. If you wish to make a change to the Product you have ordered please by email (hello@neeedl.net). We will let you know if the change is possible. If it is possible we will let you know about any changes to your order which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
6. Our rights to make changes
Changes to our Services and these terms. We may make changes to these terms or our Services, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Services/Products paid for but not received.
7. Delivery
International Deliveries. We may be unable to send Products to some destinations so please review the information on that page carefully before placing an order or contact our customer services for more information.
Taxes and Duties. If you purchase Products for delivery to an international destination, your order may be subject to import duties and taxes which are applied when the package reaches that destination. You are responsible for paying those taxes and duties. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you breach any such laws.
Delivery Deadlines. The estimated delivery date of the Products will be stated in the checkout and in delivery updates following your order confirmation. If you do not receive an estimated delivery date from us, we will use all reasonable efforts to deliver the order within 30 days after the date of dispatch. We supply delivery and logistics services to you and we will reasonably try to ensure that your order is delivered by the estimated delivery date if given. The exact delivery times may vary depending on the availability of the Products the location to which you wish the Products to be delivered. Our delivery times are estimates only and cannot be guaranteed. As your Products will be purchased from different Retailers, they may be be delivered to you in multiple deliveries and at different times.
If you are not home. If no one is available at your address to sign for delivery of Products, our delivery partner will leave you a note and you will need to contact them to rearrange delivery.
Late delivery. There may be circumstances where delivery of your Products is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your Products to be delivered as soon as possible, but we will not be liable to you for any losses caused as a result of such delay.
8. Return or refund of products (including if you have changed your mind)
Your Legal Rights. Depending on where you live, you have a legal right to cancel your purchase of the Products under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs") or equivalent consumer legislation in the EU. Therefore, during a certain cancellation period, if you change your mind or for any other reason you decide you do not want to keep the Products you have bought from a Retailer, you can notify us of your decision to cancel your purchase of the Products.
Tell us you want to cancel your purchase. To cancel your purchase or to end the Services with us, please let us know:
(a) Messaging service or email. Contact customer services using the messaging service or email us at hello@neeedl.net. Please provide your name, delivery address, details of the purchase and, where available, your phone number and email address.
When we will pay the costs of return. We will pay the costs of return:
(a) if the Products are faulty or misdescribed;
(b) if you are ending the contract because we have told you of an upcoming change to the Product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
What we charge for collection. If you are responsible for the costs of return and we are collecting the Product from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery.
Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
(a) On behalf of the Retailers, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before the Retailer is able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then if we have not offered to collect the Products, your refund will be made within 2-4 days from the day on which the Retailer receives the Product back from you. Once the refund has left neeedl, you will be subject to the time it takes for your bank to process the amount.
9. Our Rights to end these Terms and Conditions
We may end the contract if you break it. We may end the contract for a Product and Services at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products, for example, your delivery address, name and contact details; or
(c) you do not, within a reasonable time, allow us to deliver the Products to you or collect them from us.
If we end the contract in the situations set out above, we will refund any money you have paid in advance for Products we have not provided but we may deduct reasonable compensation for the net costs we will incur as a result of your breaking the contract.
We may withdraw the Product or Services. We may write to you to let you know that we are going to stop providing Services or our Retailers are going to stop selling a Product. We will let you know on reasonable notice in advance of our stopping the supply of the Services or if a Retailer stops the supply of the Product and will refund any sums you have paid in advance for Products/Services which will not be provided.
10. If there is a problem with a product
Defective Products. If a Product you have ordered is not as described, is flawed or of a lower quality, you can return it to us and we will liaise with the Retailer on your behalf. Once the Product is received by the relevant Retailer you will receive a full refund of the defective Product, or alternatively a discount, replacement or repair for the item where possible, agreed on a case by case basis by us. We will refund you any applicable delivery charges and any reasonable costs you incur in returning the Products (we will advise you whether the Products will be collected from you or whether you need to arrange for them to be returned). If you are unhappy with the Product you were sold by a Retailer, you should contact us and we will liaise with the relevant Retailer on your behalf to try and resolve the issue. Please note that if you return a Product, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included then you will be responsible for reclaiming duty directly from your local customs office.
How to contact us. If you have any questions or complaints about the Product, please contact us. You can contact the Customer Services team at hello@neeedl.net.
11. Orders
You are responsible for ensuring that the information you provide is accurate (for example, the correct products, quantities, size, colour, delivery and payment details).
By completing the check-out process and placing an order by clicking the "Complete Order" button on the checkout page, you are offering to purchase the Products from the Retailer (and not directly from us). Your order for the Products is subject to these Terms and Conditions which are incorporated into the contract between you and the Retailer selling the Product to you.
All orders are subject to availability and confirmation of the order price, which is determined by the Retailer and not by us.
You will become legal owner of the Product that you purchased from the Retailer upon your payment being accepted.
By placing an order, you are promising that all details you provide are true and accurate, that you are over 18 years of age, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds in the account to cover the cost of your order.
The identity of the Retailer(s) is shown on the order confirmation page when you place an order. When you place an order, you will receive an email confirming receipt of your order. This email is only an acknowledgement for information purposes and it does not constitute acceptance of your order by the Retailer. The Retailer will not be legally bound to provide you with the Products (and the sales contract will not be formed) until we have checked that the Retailer has accepted your order. We reserve the right not to submit your order to the Retailer, and the Retailer reserves the right not to accept your order if, for example, the Product ordered is out of stock, has been withdrawn or is otherwise not available.
13. Our responsibility for loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us. Our liability to you in relation to the Services If, in providing the Services to you, we fail to comply with these Terms and Conditions. Our responsibility covers loss or damage you suffer that is a foreseeable result of our breach of these Terms and Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time you started using the Services.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation or any other liability which cannot be limited by law.
We are not liable for business losses. We only supply the Services for domestic and private use. If you use the Services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Purchase of the Products. The Products sold by our Retailers are supplied for your domestic and private use only.
Your legal rights. As a consumer, you have legal rights in relation to Products that are faulty or not as described. Nothing in these Terms and Conditions will affect these legal rights.
12. Price and payment
Where to find the price for the Product. The price of the Product (which includes VAT charged by the relevant Retailer.) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the Product advised to you is correct. Delivery costs are not included in the prices and will be charged in addition.
Delivery costs. The delivery costs (which will include VAT charged by us) will vary depending on the Products that you have ordered and your delivery address. The delivery costs applicable to your order will be clearly displayed at checkout before you place your order.
UK - Taxes, Duties and Levies. If the rate of VAT changes between your order date and the date we supply the Product, we will adjust the rate of VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect. For the avoidance of doubt, you will be responsible for payment of any such import duties and taxes and sales taxes that are not included if you are based outside of the Retailer’s country. You are also responsible for filing any sales/use tax return at the end of the year reporting all taxable purchases that were not taxed and to pay tax on those purchases. Again please contact your local customs office for further information.
US - Sales tax, Use tax Duties and Levies. For US customers, neeedl does not collect sales or use tax in all states. neeedl does not collect use tax for international purchases. For states imposing sales or use tax, your purchase may be subject to use tax unless it is specifically exempt from taxation. Many states require customers to file a sales/use tax return at the end of the year reporting all taxable purchases that were not taxed and to pay tax on those purchases. For more details, please contact your respective taxing authorities.
What happens if we got the price wrong. We will use reasonable efforts to ensure that all details, descriptions and prices that appear on the Platform are accurate, as this information is provided to us by the Retailers, there may be cases where errors occur. If we discover an error in the price of any Products that you have ordered, we will inform you of this as soon as possible and, acting on behalf of the Retailer, give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for the products, you will receive a full refund as soon as possible.
When you must pay and how you must pay. We accept payment with Visa, MasterCard and Amex. You must pay for the Products before we dispatch them. In the unlikely event that we or the Partner encounter a problem when processing your order, we will contact you and may possibly request further information to try and resolve the issue.
What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know.
14. How we may use your personal information
How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.