Terms of service
TERMS OF SERVICE
1. Overview
Welcome to Direct Hair Products.
These Terms of Service ("Terms") apply when you visit, browse or purchase products from directhairproducts.co.uk, or otherwise purchase products from Direct Hair Products through an online marketplace where these Terms are incorporated or referred to.
Throughout these Terms, "Direct Hair Products", "we", "us" and "our" refer to BLACKLAKE SUPPLIES LTD, trading as Direct Hair Products.
Our website is powered by Shopify, which provides the e-commerce platform that enables us to offer our products and services to you.
Please read these Terms carefully before placing an order. These Terms, together with our Privacy Policy, Refund & Returns Policy, Delivery Policy and any other policies referred to within them, explain the basis on which we supply products to you.
By placing an order with us, you agree to these Terms.
Nothing in these Terms affects your statutory rights as a consumer.
2. About Us
Direct Hair Products is the trading name of:
BLACKLAKE SUPPLIES LTD
Company number: 11964791
Registered office: The Old Surgery, 19 Mengham Ln, Hayling Island, England, PO11 9JT
Email: info@directhairproducts.co.uk
3. Consumer Sales
Direct Hair Products is a consumer retail business and products available through our website are generally intended for personal use.
Certain professional hair, beauty or cosmetic products may require particular knowledge, training or experience to use safely. Where a product is intended only for professional use, or has specific usage restrictions, this will be stated in the product description where appropriate.
You are responsible for reading and following all product labels, manufacturer instructions, warnings, safety information and patch-testing instructions where applicable.
You must not use a product in a manner inconsistent with the manufacturer's instructions.
We reserve the right to restrict the sale of particular products where required by law, manufacturer requirements or for safety reasons.
4. Eligibility and Accounts
You must be legally capable of entering into a contract to place an order with us.
Some products or payment services may be subject to minimum age requirements.
If you create an account with us, you are responsible for:
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providing accurate, complete and current information;
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keeping your login details and password secure; and
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notifying us if you believe your account has been accessed without authorisation.
You must not transfer or sell your account to another person.
We may suspend or terminate an account where we reasonably believe it has been used fraudulently, unlawfully or in breach of these Terms.
5. Product Information
We take reasonable care to ensure that product descriptions, photographs, specifications, ingredients, shades, sizes, prices and other information displayed on our website are accurate.
However, manufacturers may occasionally change packaging, formulation, ingredients, colours or product specifications without notice.
Product packaging received may therefore differ from images displayed on our website where a manufacturer has updated its packaging.
Colours and shades displayed on screens may also vary depending on your device, display settings and lighting conditions.
Where ingredients or product characteristics are particularly important to you, including because of an allergy or sensitivity, you should check the information displayed on the product itself before use.
If you require clarification before ordering, please contact us.
Nothing in this section limits your statutory rights where goods are not as described.
6. Product Availability
All products are subject to availability.
Adding an item to your basket does not reserve that item.
If an item becomes unavailable after you place an order, we may contact you to offer:
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an alternative product, which you are free to accept or decline;
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delivery of the available items with a refund for the unavailable item; or
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cancellation and refund of the affected item or order.
We will not automatically substitute a materially different product without your agreement.
Some products may be supplied or dispatched directly by a manufacturer or third-party supplier. Where this applies, delivery times may differ and this will normally be explained on the relevant product page.
7. Placing an Order
When you place an order, you are offering to purchase the products in your basket.
After submitting your order, you may receive an acknowledgement confirming that we have received it. This acknowledgement does not necessarily mean that your order has been accepted.
A binding contract between you and us is formed when we confirm that your order has been accepted and/or dispatched.
We reserve the right not to accept an order.
Reasons may include, for example:
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a product being unavailable;
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an incorrect price or product description;
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payment not being authorised;
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suspected fraud or misuse;
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restrictions applying to the product or delivery destination; or
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an error in our website or ordering system.
If we cannot accept your order after taking payment, we will refund the relevant amount.
8. Order Changes and Cancellations Before Dispatch
If you wish to amend or cancel an order, please contact us as soon as possible.
We will try to accommodate your request, but once an order has entered our packing or dispatch process we may not be able to change or stop it.
If we cannot cancel the order before dispatch, you may still have the right to return it under our Refund & Returns Policy and your statutory cancellation rights.
Different rules may apply to personalised, customised, sealed hygiene-sensitive or other excluded goods, as explained below.
9. Prices and VAT
All prices displayed to UK consumers on our website are shown in Pounds Sterling and, unless clearly stated otherwise, include VAT at the applicable rate.
Delivery charges are additional unless expressly stated otherwise and will be shown before you complete checkout.
We may change our prices at any time, but changes will not normally affect orders that we have already accepted.
Promotional prices, discount codes and special offers may be subject to additional terms.
10. Pricing Errors
We take reasonable care to ensure prices are correct, but errors may occasionally occur.
If we discover an obvious pricing error before accepting your order, we may contact you and give you the choice of purchasing the product at the correct price or cancelling the affected item.
If we are unable to contact you, we may cancel the affected item and refund any amount paid.
We are not required to supply a product at an obviously incorrect price where the pricing error could reasonably have been recognised as a mistake.
11. Payment
Payment must be made using one of the payment methods made available at checkout.
Available payment methods may change from time to time and may include credit or debit card, digital wallet services or third-party payment providers.
You confirm that you are authorised to use the payment method provided.
Orders may be subject to fraud prevention and payment verification checks.
We may delay or decline an order where payment cannot be authorised or where further verification is reasonably required.
12. Third-Party Payment Providers
Where a third-party payment provider is offered at checkout, that payment service is provided separately by the relevant provider and is subject to its own terms, eligibility requirements and privacy policy.
Approval for credit/payment services is determined by the relevant provider. We do not control their assessment or approval decision.
Where you return an eligible purchase, we will process the refund in accordance with our Refund & Returns Policy. The payment provider will then adjust your payment arrangement in accordance with its own procedures.
You should contact the relevant payment provider regarding questions about instalments, payment schedules, credit decisions or amounts due under their service.
13. Delivery
Delivery options, estimated delivery times and charges will be displayed on our website or at checkout.
We aim to dispatch orders within 1 business day, but delivery dates are estimates unless we expressly agree otherwise.
DHL is our courier of choice and we use their 'Next Day' delivery services for all UK Mainland deliveries but please be aware there can occasionally be delays at their end.
Orders may be delivered in more than one parcel and, in some cases, using different carriers.
Busy periods including Christmas, bank holidays, promotional periods and major sales events may result in longer dispatch or delivery times.
Some products may also carry individual delivery estimates stated on their product page.
14. Delivery Areas and Restrictions
The delivery destinations currently available will be shown at checkout.
Additional charges may apply to certain locations, including remote or offshore destinations, and some products may be subject to carrier or legal restrictions.
Certain liquids, chemicals, aerosols, peroxide/developer products or other restricted items may not be available for delivery to every destination.
If we discover after you order that we cannot legally or reasonably deliver a particular product to your address, we will contact you and refund the affected item if necessary.
15. Missed Deliveries and Safe Places
Where supported by the carrier, you may be given options to rearrange delivery, nominate a neighbour or specify a safe place.
If you instruct a carrier to leave a parcel in a particular safe place or with a nominated person, this may affect responsibility for the parcel once delivery has been made in accordance with your instructions.
If a delivery fails because nobody is available to receive it, the carrier may attempt redelivery or provide instructions for collection.
Where a parcel is returned to us following repeated unsuccessful delivery attempts or because an incorrect address was provided, we may contact you regarding redelivery or cancellation.
Any additional charge will only be applied where permitted by law and where the circumstances justify it.
16. Risk in the Goods
We are responsible for the goods until they come into the physical possession of you, or a person you have identified to receive them on your behalf.
This does not apply where you independently arrange a carrier who was not offered by us.
Once the goods have been delivered to you, you are responsible for their care.
17. Your Right to Cancel/Return
If you are a consumer purchasing online, you will generally have a legal right to change your mind and cancel/return your purchase without giving a reason.
For cancelling an order, please let us know within 15 minutes of placing the order. After that window, there is a chance that the order has already been dispatched.
For returning unwanted goods, you must clearly inform us of your decision to return your order within 30 days.
You can contact us at:
Further instructions are available in our Refund & Returns Policy.
18. Returning Goods After Cancellation
After notifying us that you are returning an eligible purchase, you must alert us to the return within 30 days and return back to us within 14 days of letting us know.
Unless the goods are faulty, damaged, incorrectly supplied or we state otherwise in our Refund & Returns Policy, you are responsible for the direct cost of returning unwanted goods.
You should take reasonable care of goods while they are in your possession.
You may examine goods in the same way you reasonably could in a shop, but we may be entitled to make a deduction from your refund where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Please package returns securely.
We recommend obtaining proof of postage or another form of evidence that the goods have been returned.
19. Refunds Following Consumer Cancellation
Where you validly exercise your statutory right to cancel, we will refund payments we are required by law to refund.
This will normally include the price paid for the goods and the cost of our least expensive standard delivery option.
If you selected a more expensive delivery method, such as priority or express delivery, we are not required to refund the additional amount above our standard delivery charge.
We will withhold the refund until we have received the returned goods and they are in the condition that they were when they were delivered to you.
Refunds will normally be made to the original payment method.
Please see our Refund & Returns Policy for further details.
20. Exceptions to Change-of-Mind Cancellation Rights
The statutory right to cancel does not apply to certain categories of goods.
Depending on the product and circumstances, these can include:
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goods made to your specifications or clearly personalised;
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goods which are liable to deteriorate or expire rapidly; and
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sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken.
We will only rely on an exception where the relevant legal requirements are satisfied.
The fact that a product is a hair, beauty, cosmetic or hygiene-related product does not by itself remove your statutory cancellation rights.
Where an item is excluded from change-of-mind returns once opened or unsealed, we aim to make this clear in the product information or Refund & Returns Policy.
These exclusions do not remove your legal rights where goods are faulty, damaged, unsafe or not as described.
21. Faulty, Damaged or Incorrect Goods
We have a legal duty to supply goods that conform with your contract.
Goods must, where applicable, be:
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of satisfactory quality;
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fit for their normal purpose and any particular purpose made known to us where the law applies;
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as described; and
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supplied in accordance with your statutory consumer rights.
If goods arrive damaged, faulty or incorrect, please contact us as soon as reasonably possible and provide your order details and evidence of the fault or damage (photo or video etc).
Although prompt notification helps us investigate delivery damage, your statutory rights are not limited to a 24-hour or 48-hour reporting period.
Depending on the circumstances and the time that has passed, you may have a legal right to reject faulty goods for a refund, or to request a replacement.
For qualifying faulty goods, consumers generally have a short-term right to reject during the first 30 days, subject to the Consumer Rights Act 2015.
Your rights may continue beyond this period.
Nothing in these Terms or our Refund & Returns Policy affects those statutory rights.
22. Incorrect Use, Allergies and Product Reactions
Hair, beauty and cosmetic products may contain ingredients capable of causing allergic reactions or sensitivity.
You are responsible for reading ingredient lists, warnings and instructions before using a product and carrying out any patch or sensitivity test recommended by the manufacturer.
If you know that you have an allergy, sensitivity or medical condition that may be relevant to use of a product, you should seek appropriate professional advice before use.
We are not responsible for damage resulting from misuse of a product, failure to follow clear manufacturer instructions, use contrary to warnings or use for a purpose for which the product was not designed.
Nothing in this section excludes liability that cannot legally be excluded.
23. Manufacturer Warranties
Some electrical appliances, tools, equipment or other products may include a manufacturer's guarantee or warranty.
The duration and conditions of any manufacturer's warranty may vary by product.
A manufacturer's warranty is additional to, and does not replace or reduce, your statutory consumer rights against us as the retailer.
24. Promotions, Free Gifts and Discount Codes
From time to time we may offer promotions, discount codes, bundles, gifts with purchase or other special offers.
Promotions may have separate eligibility criteria, start and end dates, minimum spends or other conditions.
Unless stated otherwise:
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promotional offers cannot be exchanged for cash;
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discount codes cannot be applied retrospectively;
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only one discount code may be used per order where our checkout restricts combinations; and
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promotions are subject to availability.
Where a free gift formed part of a qualifying purchase and you later return the qualifying goods for a refund, we may require the promotional gift to be returned as well, where lawful and appropriate.
25. Marketplaces such as eBay and TikTok Shop
We may also sell Direct Hair Products products through third-party marketplaces including eBay, TikTok Shop and other platforms.
Where you purchase through a marketplace:
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your purchase remains a purchase from the seller identified on the relevant listing or order;
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the marketplace may impose additional buyer protection, payment, delivery, cancellation or returns rules;
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applicable marketplace rules may take precedence where they provide additional rights or establish a mandatory process for transactions conducted through that marketplace; and
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nothing in these Terms removes any statutory consumer rights you have.
Where a marketplace requires you to initiate a return, cancellation, dispute or refund through its own platform, you should follow that process.
26. Intellectual Property
The content of our website, including text, photographs, graphics, logos, designs, videos, product information, page layouts and other materials, is owned by or licensed to us or our suppliers and is protected by applicable intellectual property laws.
You may access and use our website for your own personal, non-commercial purposes.
You must not, without our prior written permission:
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reproduce or republish substantial parts of our website;
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commercially exploit our content;
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remove copyright or proprietary notices;
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use our trademarks or branding in a way that suggests affiliation or endorsement; or
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systematically scrape, copy or extract our website content or product database.
Nothing in these Terms transfers intellectual property rights to you.
27. Reviews and Other User Content
If you submit a product review, photograph, comment, suggestion or other content to us, you confirm that you have the right to submit it and that it does not infringe the rights of another person.
You must not submit content that is unlawful, defamatory, abusive, fraudulent, misleading, obscene or infringes intellectual property or privacy rights.
By submitting content to us for publication, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content in connection with operating and promoting Direct Hair Products, to the extent permitted by law.
We may moderate or remove user content where we reasonably consider it inappropriate or unlawful.
28. Prohibited Use of Our Website
You must not use our website:
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for unlawful or fraudulent purposes;
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to introduce viruses, malware or harmful code;
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to attempt to gain unauthorised access to our systems or another user's account;
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to interfere with the operation or security of the website;
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to impersonate another person;
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to send unsolicited commercial communications;
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to infringe intellectual property rights; or
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to carry out automated scraping or extraction that places an unreasonable load on our website or breaches applicable law.
We may restrict or terminate access where reasonably necessary to protect our business, customers, systems or legal rights.
29. Third-Party Links and Services
Our website may contain links to websites, applications or services operated by third parties.
These links are provided for convenience and do not necessarily mean that we endorse the third-party service.
We are not responsible for the content or operation of independent third-party websites.
If you purchase products or services directly from a third party, their own terms and policies will apply.
30. Shopify
Our online store is hosted using Shopify.
Shopify provides the e-commerce technology that allows us to operate our online store, but products purchased from Direct Hair Products are sold by us and not by Shopify.
Shopify is not the seller of the products purchased from our store.
Certain information may be processed by Shopify in connection with providing its services to us, as further explained in our Privacy Policy and Shopify's applicable privacy information.
31. Privacy
We process personal information in accordance with our Privacy Policy, available at:
Our Privacy Policy explains what personal information we collect, how we use it, who we may share it with and the rights available to you.
32. Events Outside Our Reasonable Control
We will not be responsible for delay or failure to perform an obligation where this is caused by circumstances outside our reasonable control.
These may include severe weather, natural disasters, transport disruption, industrial disputes, carrier disruption, government action, war, civil emergency, failure of telecommunications networks or similar events.
Where an event affects delivery of your order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.
Nothing in this section affects rights you may have to cancel where delivery is not made within a legally required or agreed timeframe.
33. Our Responsibility to You
We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We are not responsible for losses that were not reasonably foreseeable when the contract was formed.
As our products are supplied to consumers for private use, we are not responsible for business losses such as loss of profit, loss of revenue, loss of business or loss of business opportunity arising from consumer use of the products.
Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for:
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death or personal injury caused by negligence;
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fraud or fraudulent misrepresentation; or
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any liability or statutory consumer right which cannot legally be excluded or restricted.
34. Statutory Rights
Nothing in these Terms is intended to exclude, restrict or replace rights you have under applicable consumer law.
This includes rights relating to goods that are faulty, not of satisfactory quality, not fit for purpose or not as described.
Our voluntary returns policy may give you additional rights, but it does not replace your statutory rights.
35. Changes to These Terms
We may update these Terms from time to time, for example to reflect changes in our business, website, payment services, delivery arrangements or applicable law.
The Terms that apply to your purchase will normally be those in effect when your order is placed.
The latest version will be available on our website.
36. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary.
The remaining provisions will continue in force.
37. Waiver
If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.
38. Entire Agreement
These Terms, together with the policies and information expressly incorporated into them, form the agreement between you and us relating to your purchase.
Nothing in this section limits liability for fraud or affects mandatory consumer rights.
39. Governing Law and Courts
These Terms and contracts made under them are governed by the laws of England and Wales.
If you live in England or Wales, the courts of England and Wales will have jurisdiction over disputes arising from these Terms.
If you are a consumer resident in Scotland or Northern Ireland, you may also have the right to bring proceedings in the courts of the part of the United Kingdom in which you live.
Nothing in this section removes any mandatory legal protection available to you as a consumer.
40. Contact Us
If you have questions about these Terms, an order or our products, please contact:
Direct Hair Products
BLACKLAKE SUPPLIES LTD
Company number: 11964791
Registered office: The Old Surgery, 19 Mengham Ln, Hayling Island, England, PO11 9JT
Email: info@directhairproducts.co.uk
For returns, please also see our: