Terms and Conditions

1. About us

This website is operated by the legal business identified in our store details, trading as AW1CREAM or AW1 Cream (“AW1 Cream”, “we”, “us” or “our”).

Our current contact details are:

• Trading name: AW1CREAM
• Address: Harvey House, Havenwood, Wembley, HA9 9AS, United Kingdom
• Email: aw1@aw1cream.com
• Telephone / WhatsApp: +44 (0) 7566 868 440

2. Scope of these terms

These terms apply to:

• your use of this website;
• consumer purchases made through the website;
• guest checkout and customer accounts;
• payment links or invoices issued by AW1 Cream;
• product reviews, photographs or other content submitted to us.

These terms should be read together with our:

• Privacy Notice;
• Cookie Policy;
• Shipping Policy;
• Returns, Cancellation and Refund Policy;
• Product Information Disclaimer;
• Product Safety information;
• product-specific ingredients, directions and warnings.

3. Eligibility to order

You must be at least 18 years old and legally capable of entering into a contract to place an order.

A product that is approved for use by a child must still be purchased and administered by a responsible adult in accordance with the verified product label and directions.

You must provide complete and accurate information when creating an account, placing an order or contacting us.

4. Product information

We take reasonable care to describe and display products accurately. Product packaging, colour, consistency, appearance and presentation may vary slightly from images shown online.

Product images are illustrative unless they are identified as the exact product and variant supplied.

Ingredient lists, warnings, directions, suitability information and packaging may be updated. Always read the product and packaging supplied before use.

We do not promise that every product is suitable for every person. You are responsible for reviewing:

• the full ingredient list;
• approved age and suitability guidance;
• patch-test instructions;
• directions;
• warnings;
• storage information.

Obtain advice from an appropriately qualified healthcare professional where you have a medical condition, use medication, are pregnant or breastfeeding, have known allergies or are uncertain whether a product is suitable.

Nothing on the website should be treated as a guarantee of a particular result.

5. Prices, VAT and currencies

Prices are displayed in the currency selected or assigned by the store.

UK visitors normally see prices in GBP. Visitors outside the UK may see USD where approved USD prices have been configured.

The currency shown in the final cart and checkout is the currency charged.

Prices include VAT where VAT is applicable and the business is required to charge it. Delivery charges, customs duties and other applicable charges are shown or explained separately.

Prices may change before an order is accepted. A confirmed paid order will not normally be repriced, except where there is an obvious pricing error and correction is permitted by law.

International card issuers, banks or payment services may charge currency-conversion or transaction fees. These charges are not imposed or controlled by AW1 Cream.

6. Placing an order

The checkout process allows you to review and correct your order before submitting it.

When you submit an order, you are offering to buy the products in the order.

An automatic acknowledgement means that we have received the order. It does not necessarily mean that the order has been accepted.

A contract is formed when we accept the order, normally by confirming payment and dispatch, unless the order confirmation expressly states another point of acceptance.

We may refuse or cancel an order for a genuine reason, including:

• payment failure;
• suspected fraud or misuse;
• an obvious pricing or product-information error;
• legal or regulatory restrictions;
• unavailable stock;
• an unsupported delivery destination;
• inability to verify essential customer information.

Where we cancel an order after payment has been taken, the applicable payment will be refunded.

7. Payment

Payments are processed through Stripe and the payment methods displayed at checkout.

Available methods may include:

• credit or debit card;
• Apple Pay on supported devices and browsers;
• Google Pay on supported devices and browsers;
• an authorised AW1 Cream payment link or invoice.

AW1 Cream does not store complete card details.

You must use a payment method you are authorised to use and provide accurate billing information.

Payment may be authorised or captured at checkout. Backorders are charged immediately where the product and checkout clearly identify the item as a paid backorder.

8. Stock and backorders

Stock information is updated regularly but may not always be instantaneous.

Where a product is offered on backorder:

• the product or checkout page should identify it as a backorder;
• payment is taken immediately for an accepted order;
• the estimated dispatch date or window is an estimate;
• we will notify you of a material delay;
• your cancellation and refund options remain subject to applicable law.

We may limit quantities where reasonably necessary for stock management, fraud prevention or fair availability.

9. Discounts and vouchers

Discount, promotion and free-shipping codes are subject to the conditions shown with the offer, including:

• validity dates;
• country restrictions;
• eligible products;
• minimum spend;
• customer-use limits;
• total redemption limits.

Codes:

• cannot be exchanged for cash;
• cannot normally be applied retrospectively;
• may not be combined unless expressly permitted;
• may be refused or cancelled where used fraudulently or contrary to their stated conditions.

A UK free-shipping voucher applies only to an eligible UK delivery address. It becomes invalid if the delivery country changes.

10. Delivery

Delivery is governed by our Shipping Policy.

Delivery dates and dispatch targets are estimates unless we expressly agree otherwise.

You are responsible for providing a complete and accurate delivery address.

Risk in the goods passes when the goods are delivered into the physical possession of you or a person identified by you, except where applicable law provides otherwise.

Title to the goods passes after we have received payment in full, subject to applicable law.

11. International orders

International customers are responsible for checking whether a product may lawfully be imported, possessed or used in the destination country.

Customs duties, import taxes, clearance fees and local charges may be imposed by the destination country and are normally the customer’s responsibility.

Customs and local-delivery procedures may cause delays outside our reasonable control.

12. Cancellation, returns, faults and damage

Your rights and the return process are explained in our Returns, Cancellation and Refund Policy.

Nothing in these terms limits statutory rights concerning products that are:

• faulty;
• damaged;
• misdescribed;
• not fit for their intended purpose;
• otherwise non-conforming.

A sealed personal-care product may be excluded from change-of-mind cancellation after its seal has been opened or broken where the legal health or hygiene exception applies. This does not remove rights for faulty or non-conforming goods.

13. Customer accounts

You are responsible for:

• keeping your sign-in details secure;
• providing accurate account information;
• notifying us of suspected unauthorised access;
• not allowing another person to misuse your account.

We may suspend an account where reasonably necessary to protect the customer, the store or other users.

Closing an account does not automatically remove order, tax, fraud-prevention or legal records that we are required or entitled to retain.

14. Reviews and submitted content

Submit only content that:

• is based on a genuine experience;
• you are entitled to provide;
• does not identify another person without permission;
• does not contain unlawful, abusive or misleading material;
• does not contain unnecessary private medical information.

Where you separately consent to publication, you grant AW1 Cream a non-exclusive, worldwide, royalty-free licence to host, reproduce, crop, format and display the submitted review, photograph or video for website, customer-support and promotional purposes.

You retain ownership of your content.

We may moderate, reject or remove content that is unlawful, misleading, abusive, infringes rights, contains unsafe medical claims or is unrelated to genuine product use.

Customer reviews describe individual experiences and are not medical evidence or guaranteed results.

15. Intellectual property

The website, AW1 branding, logo, original text, graphics, design elements and imagery are owned by or licensed to AW1 Cream and are protected by applicable intellectual-property law.

You may use the website for personal, non-commercial purposes.

You must not reproduce, sell, commercially exploit or falsely represent protected material without written permission, except where the law permits.

16. Prohibited use

You must not:

• attempt unauthorised access;
• introduce malicious code;
• interfere with checkout or payment systems;
• scrape protected personal or commercial data;
• make fraudulent orders;
• impersonate another person;
• infringe intellectual-property or privacy rights;
• use the website for unlawful activity.

17. Website availability and external links

We aim to keep the website available and accurate but do not guarantee uninterrupted access.

We may update, suspend or withdraw parts of the website where reasonably necessary.

External links are provided for convenience. We are not responsible for third-party content, availability or privacy practices, except where the law states otherwise.

18. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory consumer rights.

Subject to mandatory law, we are not responsible for:

• losses that were not reasonably foreseeable when the contract was formed;
• losses caused by inaccurate information supplied by the customer;
• business losses suffered by a consumer;
• failures or delays outside our reasonable control.

Website information is general product information and is not a substitute for professional medical advice.

19. Events outside our reasonable control

We are not responsible for a delay or failure caused by an event outside our reasonable control.

We will take reasonable steps to reduce the effect, communicate a material delay and provide the options required by law.

20. Privacy

We process personal information as described in our Privacy Notice.

Payment providers, delivery providers and other processors may also process personal information under their own privacy information and contractual obligations.

21. Changes to these terms

We may update these terms for future website use and future orders.

The terms applying to an order are the version presented when that order was placed, subject to mandatory law.

The website retains a version record and effective date.

22. Complaints

Contact us first so that we can try to resolve the issue:

• Email: aw1@aw1cream.com
• Address: Harvey House, Havenwood, Wembley, HA9 9AS, United Kingdom
• Telephone / WhatsApp: +44 (0) 7566 868 440

Nothing prevents either party from using a court or another lawful dispute-resolution procedure.

23. Governing law

These terms are governed by the law of England and Wales.

A consumer may also have the right to bring proceedings in the part of the United Kingdom where they live.

Nothing in this clause removes mandatory consumer protections that apply to the customer.