Terms & Conditions

1. These terms

  • 1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.
  • 1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, 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.

2. Information about us and how to contact us

  • 2.1 Who we are. We are Danone UK Ltd. Our company registration number is 1769822 and our registered office is  6th floor Building 7, Chiswick Park, 566 Chiswick High Road, London, W4 5YG. Our registered VAT number is 158 8603 75.
  • 2.2 How to contact us. You can contact us by telephoning our customer service team at 0333 207 5568 or by writing to us at hello@myayem.co.uk.
  • 2.3 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 in your order.
  • 2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

  • 3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
  • 3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product or process a refund for your order. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
  • 3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
  • 3.4 We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not deliver to addresses outside the UK. We deliver to the following London postcodes: W4,W5,W13, W3, W7, W12, W6, SW6, SW5, SW10, SW3, SW7, W8, W11, W10, W9, W2, NW8, NW6, NW10, SW13, TW9, TW8, TW7, TW1, SW14, TW10, SW15, SW18, SW19, SW11, EC4, EC2, EC3, E14, SE10, SE8, SE14 and SE13

4. Our products

  • 4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, 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.
  • 4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5. Your rights to make changes

  • 5.1 If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – Your rights to end the contract).
  • 5.2 If you wish to change your delivery date and time, you are required to notify us via email at hello@myayem.co.uk at least three hours before your chosen delivery slot, we will then endeavour to accommodate this change.  If you reschedule your delivery within three hours of your chosen date and time, we will charge a late notice penalty fee of £6.70.

6. Our rights to make changes

  • 6.1 Minor changes to the products. We may change the product:
    • (a) to reflect changes in relevant laws and regulatory requirements; and
    • (b) to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.

7. Providing the products

  • 7.1 Delivery costs. The costs of delivery will be as displayed to you on our website.
  • 7.2 When we will provide the products. During the order process, you will be asked your delivery preferences and we will endeavour to provide the products to you accordingly. We will supply the goods to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 8 or we end the contract by written notice to you as described in clause 10.
  • 7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
  • 7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will contact you via email or phone informing you of how to rearrange delivery at an extra cost.
  • 7.5 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery, we will contact you for further instructions and will charge you the initial delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
  • 7.6 When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.
  • 7.7 When you own goods. You own a product which is goods once we have received payment in full.
  • 7.8 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your address for delivery, your phone number to contact you in respect of your delivery and your email address to contact you about your order. If so, this will have been stated in the description of the products on our website. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
  • 7.9 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
    • (a) deal with technical problems or make minor technical changes;
    • (b) update the product to reflect changes in relevant laws and regulatory requirements;
    • (c) make changes to the product as requested by you or notified by us to you (see clause 6).
  • 7.10 Your rights if we suspend the supply of products. We will contact you in advance to tell you if we will be suspending supply of the product, unless the problem is urgent or an emergency.  You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 7 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
  • 7.11 We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 12.4), we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 12.6). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.5).

8. Your rights to end the contract

  • 8.1 You can always end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
    • (a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;
    • (b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
    • (c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;
    • (d) If you are not satisfied with the product. You may be able to get a refund provided following completion of our questionnaire.
  • 8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
    • (a) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
    • (b) there is a risk that supply of the products may be significantly delayed because of events outside our control;
    • (c) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 20 days; or
    • (d) you have a legal right to end the contract because of something we have done wrong.
  • 8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

9. How to end the contract with us

  • 9.1 Tell us you want to end the contract. To end the contract with us, please let us know by emailing us at hello@myayem.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • 9.2 How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the method you used for payment.
  • 9.3 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:
    • (a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
    • (b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

10. Our rights to end the contract

  • 10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
    • (a) you do not make any payment to us when it is due;
    • (b) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
  • 10.2 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 24 hours in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

11. If there is a problem with the product

  • 11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 033 207 5568 or write to us at hello@myayem.co.uk

12. Price and payment

  • 12.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
  • 12.2 We will pass on changes in the rate of VAT. 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.
  • 12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
  • 12.4 When you must pay and how you must pay. We accept payment with all major debit and credit cards and you must pay for the products before we dispatch them.

13. Our responsibility for loss or damage suffered by you

  • 13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
  • 13.2 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; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, and for defective products under the Consumer Protection Act 1987.
  • 13.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. How we may use your personal information

  • 14.1 How we will use your personal information. We will use the personal information you provide to us:
    • (a) to supply the products to you;
    • (b) to process your payment for the products; and
    • (c) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
  • 14.2 Your personal information will only be used for the purposes necessary in the performance of this agreement. Information may also be shared with external third parties for marketing analysis (in which case information will only be shared for matching purposes and results will be returned on an anonymous and aggregated basis) or for behavioural targeting (in which case information will only be shared on an anonymous and aggregated basis). We will only otherwise give your personal information to other third parties where the law requires or allows us to do so.

15. Other important terms

  • 15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
  • 15.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
  • 15.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
  • 15.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
  • 15.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us ;.taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
  • 15.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.