Profeet Store Terms & Conditions

Profeet Store Terms & Conditions (‘Terms’)

These Terms apply to purchases of Goods through the Profeet Website and, together with your Order confirmation, constitute the Contract between you and Profeet. Separate terms, policies or fit guarantees may apply to appointment-based fitting services, assessments or other services provided by Profeet.

About us
This website is operated by Profeet Limited (‘Profeet’, ‘we’, ‘us’ or ‘our’)

Registered office: 867-869 Fulham Road, London, England, SW6 5HP
Company number: 04286892
VAT number: 783 0461 28
Email: info@profeet.co.uk
Phone: 020 7736 0046

Definitions
In these Terms:

• ‘Contract’ means the agreement between you and Profeet for the sale of Goods when we accept your Order in accordance with these Terms;
• ‘Gift Voucher(s)’ means a Profeet digital voucher purchased through the Website;
• ‘Goods’ means the products offered for sale on the Website;
• ‘Order’ means your request to buy Goods from us;
• ‘Website’ means the online store operated by Profeet at shop.profeet.co.uk.

Scope of these Terms
These Terms apply to Orders for Goods placed through the Website by consumers in the UK.

They do not govern:

• In-store purchases unless we say otherwise;
• Appointment based fitting, assessment or lab services which are subject to separate terms;
• Any separate Profeet fit guarantees, which are subject to their own policy where offered.

Placing an order
When you place an Order through the Website, you are making an offer to buy the Goods.

After you place an Order, you will receive an email confirming that we have received it. This does not mean that your Order has being accepted.

A Contract is formed only when we accept your Order. We may do this by sending you an email confirming dispatch or otherwise confirming acceptance. Goods will not be dispatched until a Contract has been formed.

Other than in accordance with these Terms, we reserve the right not to accept an Order. This may happen, for example, if:

• The Goods are unavailable;
• We identify a pricing or product-description error;
• We cannot obtain payment authorisation;
• We reasonably suspect fraud or misuse of the Website.

If we cannot accept your Order, we will let you know and refund any payment taken.

Prices
All prices shown on the Website are in pounds sterling (£) and include VAT where applicable.

We may update prices at any time, but price changes will not affect an Order we have already accepted.

Despite our best efforts, some Goods may occasionally be listed with an incorrect price. If there is an obvious and unmistakeable pricing error, we may cancel the Order and refund any payment made. Because a Contract is only formed when we accept your Order, we will generally aim to identify and correct any pricing errors before your Order is dispatched.

Payment
Payment must be made using one of the payment methods offered at checkout on our Website.

Payments are processed securely through our third-party payment service provider. Please note that authorisation or collection of payment does not itself constitute acceptance of your Order.

If payment is declined or reversed after a Contract has been formed, we may suspend or cancel the Order where permitted.

Availability
All Goods are subject to availability.

If an item is out of stock or cannot be supplied after you place an Order, we may:

• Contact you with an updated dispatch estimate;
• Offer a suitable alternative if available;
• Cancel the affected item or Order and provide you with a refund;

Delivery
We currently deliver only to addresses within the United Kingdom.

Any delivery dates or times shown on the Website, at checkout, or in dispatch communications are estimates only.

Our current delivery options and estimated delivery windows are shown at checkout and may change from time to time.

If your Order contains multiple items, we may send them in one or more parcels.

You are responsible for providing a complete and accurate delivery address. We are not responsible for delays or losses caused by incorrect delivery information supplied by you.

If delivery is attempted but not completed, the carrier will usually leave instructions for rearrangement or collection.

Click and collect
Where you choose to collect your Order from our store rather than have it delivered, we will let you know when your Order is ready for collection. You must collect your Order within 14 days of the date of purchase, in line with the 14-day cancellation period referred to in these Terms. If your Order has not been collected within 14 days of the date of purchase, we will treat the Order as cancelled and process a refund to your original payment method. This does not affect any statutory rights you may have, including your right to cancel.

Risk and ownership
The Goods become your responsibility when they are delivered to the delivery address you gave us or collected by you.

Ownership of the Goods passes to you only when:

• We have received payment in full for the Goods and any delivery charges due; and
• The Goods have been delivered or collected.

Cancelling an online order
If you purchase Goods through our Website, you have a statutory right to cancel your Order for any reason within 14 days after the day you receive the Goods.

To exercise any applicable cancellation right, you must inform us of your decision to cancel by a clear statement. The easiest way to do this is to email info@profeet.co.uk with your Order details and a clear statement that you wish to cancel. Alternatively, you may choose to use the model cancellation form provided with your Order confirmation, but you are not required to do so.

Once you have told us you want to cancel, you must return the Goods back to us within 14 days or before the end of the 30-day goodwill period, as detailed below.

Goods must be returned to:

Online Returns
Profeet Limited
867-869 Fulham Road
London
SW6 5HP

Unless the Goods are faulty, damaged or not as described, the cost of returning Goods following cancellation is always your responsibility. We recommend using a tracked and insured postal service, as Goods remain your responsibility until received by us.

Refunds and exchanges for cancelled orders
We will make refunds only to the original payment method.

If you cancel within 14 days after the day you receive the Goods and return the Goods in accordance with these Terms, we will refund the price paid for the Goods and the basic (standard) outward delivery charge you paid, if any. We will not refund any additional amount you paid by selecting a premium or express delivery option.

We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the Goods in the way you would in a shop.

Our 30-day goodwill returns or exchange policy

In addition to your statutory cancellation rights, we offer a 30-day goodwill returns or exchange policy for eligible Goods.

To qualify, Goods must be returned:

• Within 30 days of delivery;
• In a clean and resaleable condition;
• With original packaging where reasonably possible; and
• With proof of purchase

Where Goods are returned under this goodwill policy (between day 15 and day 30 following delivery), we will refund the price paid for the Goods only, or offer an exchange during the full 30 day period, at your choice. The outward delivery charge you paid will not be refunded if goods are returned following the end of the statutory cancellation period.

Please do not attach labels or tape directly to product packaging such as shoe or boot boxes. Use suitable outer packaging to protect the Goods in transit.

Faulty, damaged or not-as-described goods
Nothing in these Terms affects your statutory rights.

If your Goods arrive faulty, damaged, or not as described, please contact us as soon as possible at info@profeet.co.uk with your Order details and, where helpful, photographs.

Where Goods are faulty or not as described, we will work with you to provide an appropriate remedy in line with your legal rights. Depending on the circumstances and the statutory remedies available to you, this may include a repair, replacement, refund, or another suitable solution.

If we ask you to return faulty Goods, we will explain the returns process and any reimbursement of reasonable return costs that applies.

Personalised, custom and made-to-order Goods
Certain Goods supplied by Profeet, including custom insoles made to your individual specifications or clearly personalised for you, may be exempt from statutory cancellation rights. For the avoidance of doubt, footwear sold by Profeet is supplied as a standard product and is not manufactured to your specification. The custom element of our service is limited to the fitting process and the production of custom insoles made to your individual specifications.

Where a product, such as a custom insole, is made to your individual specifications or is clearly personalised for you, your statutory right to cancel may not apply. This does not apply to standard footwear, which is not made to your specification and remains subject to your statutory cancellation rights.

If you wish to change or cancel an order for a personalised, custom or made-to-order item, please contact us as soon as possible. We will consider any request received before manufacture, production or customisation has commenced, but we cannot guarantee that changes or cancellations will be possible.

This does not affect your statutory rights if the Goods are faulty, damaged or not as described.

Exclusions from cancellation and change-of-mind returns
Your statutory right to cancel, and our 30-day goodwill returns and exchanges policy do not apply, or apply on different terms, to certain items, including:

• Personalised, custom or made-to-order items, such as custom insoles made to your individual specifications - please see the 'Personalised, custom and made-to-order Goods' section above, which sets out when your statutory right to cancel will not apply to such items;
• Sealed Goods that are not suitable for return for hygiene reason once opened; and
• Any other items that are legally exempt from cancellation rights.

Where a product falls into one of these categories, we will make this clear on the relevant product page on our Website before you place your Order. If you are unsure whether an item is personalised, made-to-order or otherwise excluded from cancellation rights, please contact us before ordering.

Gift Vouchers
Profeet Gift Vouchers purchased through the Website are supplied digitally by email.

The total cost of the gift vouchers in your basket will be sent as a single voucher. If you require multiple vouchers (i.e. for two different people) you will need to place a separate order.

Gift Vouchers:

• Are available in denominations of £10, £20 and £50 and in multiples of £10, £20 and £50;
• Can be redeemed either online or instore;
• May be used in full or part payment until the balance is used or the voucher expires;
• Are valid for 12 months from the date of purchase unless stated otherwise; and
• Cannot be exchanged for cash.

Please keep Gift Voucher details secure. Except where caused by our error, we are not responsible for lost, stolen, deleted, misdirected or unauthorised use of Gift Vouchers.

We may refuse to accept a voucher where we reasonably believe it has been tampered with, copied, obtained fraudulently or used contrary to these Terms.

Gift Vouchers are non-refundable except where required by law.

Promotions and offers
From time to time, we may run promotions, discount codes or other offers.

Unless we say otherwise:

• Promotions cannot be combined;
• Offers apply only during the stated promotional period;
• Offers apply only to eligible Goods; and
• We may withdraw or amend a promotion where necessary, for example where there has been a genuine error or misuse.

Any additional promotion-specific terms will apply alongside these Terms.

Product information
We try to make sure that product descriptions, images, sizing information and other content on the Website are accurate.

However:

• Colours may vary depending on your screen or device;
• Packaging may vary from images; and
• Sizing and fit guidance is general information only unless expressly stated otherwise

If you are unsure whether a product is suitable for you, please contact us before ordering.

Website use
You must not misuse the Website, interfere with its operation, or use it for fraudulent or unlawful purposes.

We may suspend access, cancel Orders, or refuse future orders where we reasonably believe the Website is being misused.

Our liability
Some of the Goods we sell are used in sport, outdoor activity and demanding conditions. You are responsible for ensuring that Goods are used in accordance with any instructions or guidance provided and are suitable for your intended use.

We are responsible for foreseeable loss caused by our breach of these Terms or failure to use reasonable care and skill. We are not responsible for losses that are not foreseeable.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or your statutory consumer rights.

We supply the Website and Goods for consumer use only. We are not liable for business losses, including loss of profit, business interruption, or loss of business opportunity.

Privacy
We use personal information in accordance with our Privacy Policy and Cookie information.

Please read our Privacy Policy for details of how we collect, use and store your personal data, which can be found here: Profeet Store | Privacy Policy & Cookies

Complaints and customer support
We want you to be happy with your purchase.

If you have any questions, a return, or a complaint, please contact us at:

• Email: info@profeet.co.uk
• Post: Profeet Limited, 867-869 Fulham Road, London, SW6 5HP

We aim to resolve all complaints fairly and promptly.

Changes to these Terms
We may update these Terms from time to time.

Any changes will apply to all Orders placed after the updated Terms are published on the Website. The Terms in force at the time we accept your Order, will apply to that Contract.

Force Majeure
We will not be responsible for delays or failures to perform our obligations where those delays or failures are caused by events outside our reasonable control, including severe weather, industrial disputes, transport disruption, supplier failure, pandemics or interruptions to telecommunications or payment systems.

Governing law and jurisdiction
These Terms and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales and shall be subject to the jurisdiction of the courts of England and Wales, except where consumer law provides otherwise.