Terms & Conditions
General online terms and conditions
- use of website
- pricing, description and product information
- placing an order and order acceptance
- cancellations and returns
- refunds and exchanges
- promotions and discounts
- website changes and updates
- intellectual property and copyright
- governing laws
- company details
- website security
- contact details
Use of the Website
To register with www.hotteamama.com and purchase goods from our website, you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering, by updating your personal details. You must give us your real name, address, phone number, email address and any other details that we may require to process your order.
We reserve the right to:- decline a new customer registration or suspend a customer's account at any time and at our sole discretion- in our absolute discretion, to terminate your access to all or part of the services with or without notice- in our absolute discretion, to discontinue the website or services, or any part thereof, at any time, with or without notice
Goods are subject to availability. Our acceptance of your offer to purchase our goods is subject to their availability. Our acknowledgement of order acceptance via the web or email is not a guarantee of delivery. If we are unable to deliver the goods which you have offered to purchase, we will let you know as quickly as possible and a full refund will be given. Orders that include sale items may be sent incomplete if certain sale lines are out of stock. Your card will be refunded and you will be notified as above.
Pricing, Description and Product Information
The prices which you must pay for the products that you order are set out on the website at the time you place your order (plus a delivery charge), except where we discover an error in the price of the products you have ordered. In this event, we will inform you as soon as possible after receiving your order and give you the option of reconfirming your order at the correct price, or cancelling it. If we are unable to contact you, we will treat the order as cancelled. The prices quoted on this website apply only to products sold via this website. Where the same products are available via another stockist different prices may apply. All prices are shown in £ sterling and include VAT where applicable (no VAT on tea). Although we will take all reasonable care to ensure that all descriptions, details and prices of products appearing on the website are correct at the time when the information was entered onto the system, the information appearing on this website at any time may not reflect the exact position at the moment you place an order. Please be aware that the colours and appearance of our products may vary slightly from the way they appear on the screen and we cannot guarantee that your monitor screen will accurately reflect the colour of the product on delivery. All measurements and sizes are approximate, although we make every effort to ensure that they are as accurate as possible.
Placing an Order and Order Acceptance
The Order Acknowledgement email and order number are our confirmation of your order with us. Completion of the contract between you and us will take place on dispatch to you of the products ordered, unless we have notified you that we do not accept your order, or you have cancelled it. Our carrier will make every reasonable effort to contact you to make delivery, but, if they are unable to do so, then your order will be cancelled and payment refunded to your card.
We take payment from your card at the time we receive your order, once we have checked your card details and stock availability. Payment must be made with a valid credit or debit card acceptable to us. The address at which the card is registered must be the same as your billing address. You can register a new payment card at any time, but the card associated with a given order cannot be changed once you have checked out. To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered credit reference agency which may keep a record of that information. This is done only to confirm your identity; a credit check is not performed and your credit rating will be unaffected.
Provided that we have processed and received payment in full for the products, ownership of an item will pass to you once we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item has been delivered, risk of damage to, or loss of, the item passes to you. For specific delivery options, including international order delivery, please read our delivery section. Please note that working days for us are Monday - Friday and do not include national UK bank holidays.
We hope you are happy with any product purchased, but if you wish to return a product to us for any reason you may do so within 30 days of the dispatch date. It must be in a saleable condition and in its original undamaged packaging. We will refund the price or replace the product. Return delivery charges will only be refunded in the event of faulty, damaged or incorrect items being sent to you. This does not affect your statutory rights. Other than for defective products, returns outside the timeframe set out above may be accepted at the sole discretion of HotTea Mama. Please contact HotTea Mama by email firstname.lastname@example.org or call +44 (0)1865 589 810 for information about returning items to us. All returned items must be sent to HotTea Mama, 19 Isis Close, Long Hanborough, OX298JN.
Refunds and Exchanges
All refunds will be made to the debit or credit card on which the original purchase was made, within 30 days of the cancellation of the order or return of the goods. In the event that HotTea Mama is unable to credit your original method of payment, we will contact you to arrange an alternate method of refund. On faulty products we reserve the right to offer a replacement item of similar or equal value.
Promotions and Discounts
In order for a promotion or offer to be applied to your order, a valid promotion code must be entered into the promotion code box on the basket page. HotTea Mama cannot be held liable for not discounting the order if a valid code has not been entered. If placing an order by telephone you must quote the promotion code before placing your order. Promotions and promotion codes are subject to the terms and conditions specified by HotTea Mama at the point of purchase. Only one code can be used per order.
Please note; all existing discounts and deals, bundles and offers are excluded from further discount. Discount codes will not apply to any existing offers or promotions.
Website Changes and Updates
Intellectual Property and Copyright
The content of the www.HotTeaMama.com website is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the website on a computer screen, store such content in electronic form on disc (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the website without written permission from HotTea Mama.
This website and any software are provided on an "as is" basis, without warranties of any kind, either express or implied, including, without limitation, implied warranties of merchantability, fitness for a particular purpose or non-infringement.
You agree to indemnify and hold HotTea Mama harmless from all liabilities, claims and expenses that arise out of the content you submit, post or transmit via the HotTea Mama website, or from your use/misuse of the website, or the use/misuse by any person for whom you are responsible or from your violation of the terms and conditions.
The contract between you and HotTea Mama under which you have made your purchases, it is agreed, shall be governed by, and interpreted in accordance with, English law. The English courts shall have jurisdiction to resolve any disputes between us. This does not affect your statutory rights.
Registered office: HotTea Mama, 19 Isis Close, Long Hanborough, OX298JN, UK. Company registration number: 10628743
Who are we?
For legal purposes, HotTea Mama is known as the 'data controller'.
How do we collect information?
When you place an order online or by phone
We will gather all the information we need to process your order. (For example: name, email, postal address, billing address, card number or other payment method details, contact phone number. We also capture your IP address for fraud check purposes only). When you first place an order online you will also be given the option to opt in for email marketing. We will not send you email marketing unless you tick the box to ask us to, or unless you have asked us to previously. You can opt out of email marketing at any time by clicking the Unsubscribe link at the bottom of any email, or by contacting customer services.
When you place an order with us online, we may also send you a feedback request email even if you have not opted-in to receive email marketing. We do this so that we can improve our service to you. Any feedback you send us will remain anonymous. You can opt out of receiving these emails by clicking the Unsubscribe link at the bottom of any email, or by contacting customer services.
As with all sensitive data we keep all of these details securely in our systems. The exception is payment details which are sent to and managed securely by our payment service provider. We do not keep a record of your credit card, for example, apart from the card type and last four digits for reference.
When you opt in to receive marketing communications from us:
There are several ways you might do this, for example:
- using an online form;
- when entering a competition and asking us to send you emails.
You can opt out of email marketing at any time by clicking the Unsubscribe link at the bottom of any email, or opt out of any marketing by contacting customer services.
When you contact customer services?
We keep records of any communications we have with you so that we offer the best service to you and so that we can refer to them at later date if we need to. As with all sensitive data, we keep these details securely.
What do we do with your data?
When you place an order online or by phone – fulfilling your order
Primarily we use the data you provide to us to fulfil our contract with you: we use your delivery address to know where to send your order; we use your email address and mobile phone number to update you about your order status.
When you place an order online or by phone, or make a transaction in store – marketing
For marketing purposes we also use transaction data to analyse customer behaviour and to ensure we send you the most appropriate marketing (if you have said you want us to). For example,
- if you buy a certain product we might send you information relating to other products based on your purchase history;
- if we want to know how many customers live in a certain area, we might generate a report to find that out.
The legal basis we use for processing data for marketing purposes is called 'legitimate interest'.
We have a legal obligation to keep this data for six years in case we need to refer to it. However, we will usually keep data for twelve years since your last interaction: customers who haven't shopped with us for several years sometimes return to us.
When you opt in to receive marketing from us
We use any data you provide to us (at any time) as way to send you the most relevant marketing. For example:
- if you have provided us with your date of birth we might send you a birthday offer;
- if you have entered a competition to win Morning Rescue we might send you marketing relating to that tea;
- if you have given us an address in a certain area we might let you know about a new retailers stocking our tea near you.
If you have not made a transaction with us, but you have opted in to receive marketing by email or any other method the legal basis for processing is called 'consent'.
We will keep personal data unless you tell us you no longer wish to receive marketing from us, in which case we will remove your opt-in, but keep non-transactional data for twelve years afterwards in case you change your mind.
When you contact customer services
We only use this data to answer your query, to refer to at a later date if necessary and to train our staff. We have a legal obligation to keep this data for six years after which time it will be deleted from our databases.
Sharing your data
We do not share your data with any third party outside of those required to fulfill services for us.
However, they can only use this data to fulfill those services for us and cannot pass it on, use it to fulfill services for other companies, or use it for their own interests. The types of companies we use are, for example:
- courier companies (to send orders);
- data analysis companies (to provide us with tools to analyse our data);
- customer review companies (so you can leave feedback and we can improve our service to you).
We are also obliged to pass your personal data onto a legal authority if instructed to do so under certain circumstances, for example, for the prevention of crime.
Your rights relating to personal data
You have the right to access your personal data (to ask us what information we hold about you).
You have the right to ask for your data to be deleted or corrected.
You have the right to ask us to stop processing your data.
You have the right to stop receiving marketing from us.
For all of the above, please do get in touch. Where we are obliged to comply with your request we will do so as quickly as possible.
If you have a complaint about the way we use your data please contact us. If we cannot resolve the problem for you, you can also contact the Information Commissioner's Office (ICO): https://ico.org.uk/.
HotTea Mama use the latest Secure Server Technology to ensure that all data submitted through our website is protected to the highest standards. Secure Socket Layer (SSL) encryption is used to ensure that all credit card and transactional information is secure. You can tell when the web page your using is secure as the letters 'https' will replace 'http' in the browser address window. You will also notice a yellow padlock appear, either next to your browser address window or at the bottom of your browser window.
We are a team of 2 (plus 4 kids!) and we’ll do our very best to get back to you as quickly as possible.
Call us on: +44 (0)1865 589 810 ( Mon-Fri 0900-1730 )
Email on: email@example.com