Terms and Conditions
Terms and Conditions
Introduction
Please read these terms carefully. These are the legally-binding terms that set out the basis on which we supply our products. By placing an order for any products, you indicate your acceptance of these terms.
We are HEA Distribution Limited (company number 14139827 registered in England & Wales, VAT number GB 413463323), trading as Astell&Kern.
These terms include some provisions that limit our liability to you in the event that we break any of the terms of our agreement with you.
Acknowledgment & Acceptance of Order
No contract will exist between you and us until we have received full payment from you and have either (i) given you a written/emailed acceptance of your order or (ii) dispatched the ordered products, whichever is the sooner. Please note that our initial acknowledgment of your order does not constitute acceptance of that order unless we expressly state otherwise.
Payment
Payment for the products is due at the same time you place your order. No products will be dispatched until you have paid us in full for the corresponding order.
Payment is made using our payment processor, and by placing your order, you agree that we may pass on your details and details of your order to our payment processor to enable the processing of your payment.
If you require a VAT invoice in respect of your order then please contact us to request this.
Unavailability of Products
We make every effort to ensure that sufficient products are available in stock at all times to meet your order. However, occasionally we may find that stock is unavailable.
If any product you have ordered is out of stock, we will contact you and ask how you wish to proceed. You may either cancel your order for a full refund, await the arrival of the product in stock (unless we inform you that the product will not be coming back into stock) or change your order to replace the product originally ordered with an alternative product (with a corresponding adjustment in the price).
Delivery
The delivery charges for your order are calculated in accordance with our delivery rates, and are shown separately on the order confirmation.
All products are sent by courier and must be signed-for on receipt. The dispatch of your order will normally take place within 3-5 working days of receipt of your order. Delivery will normally occur within 2 working days after dispatch. Please note that all dispatch and delivery times are approximate.
If you have any particular instructions relating to delivery then please state this in the "delivery instructions" box provided on the order confirmation page. For example, if you would like us to leave the products with a neighbour if you are not available to sign for them.
If our courier makes two unsuccessful attempts to deliver the products within agreed time periods then the products will be returned to us. Any further attempt at delivery may incur an additional delivery fee, which we will notify to you in advance. We will not make any further attempt at delivery until you have agreed to any additional fee. If you do not wish to incur that additional fee then you may cancel your order for a full refund.
Cancellation by You
You have the right to cancel any order (except as set out in "Exceptions to Your Right to Cancel") by giving us notice of cancellation at any time up to 14 days after delivery of the products in that order.
If you have already received the products, or if you receive the products after giving us notice of cancellation, then you must arrange the delivery for the products within 21 days after your cancellation, using the procedures set out in our returns policy. The customer is liable for all carriage charges relating to the return of unwanted items. You must make no further use of them and must keep them in their original condition and in their original packaging.
The purchase price, less carriage, of unwanted goods returned to HEA Distribution Limited in their original condition and with their original packaging will be refunded.
Exceptions to Your Right to Cancel
If you order any products that are to be made to your individual requirements or are personalised in any other way, then you cannot cancel your order in respect of those products unless we are in breach of our obligations to you. You will be notified of any products to which this applies before you place the order.
Data Protection
We take your privacy very seriously. We use Meta (Facebook) Pixel, Microsoft Clarity, and Google Analytics to understand website interactions and improve our services. These tools may collect:
- Meta Pixel: Tracks interactions with our website to provide personalised ads on Facebook and Instagram. It collects data such as pages visited, time spent on pages, purchases, and conversions.
- Microsoft Clarity: Mouse movements, scrolling, clicks, heatmaps, and session replays.
- Google Analytics: Pages visited, session duration, browser/device type, and anonymised IP addresses.
For full details, please review our Privacy Policy.
Giveaway Terms and Conditions
General Giveaway Terms
From time to time, HEA Distribution Limited / Astell&Kern UK may run giveaways, contests, or prize draws (collectively referred to as "giveaways"). By entering any giveaway, participants agree to be bound by the following terms and conditions:
Eligibility: Open to residents of the United Kingdom, 18 years or older. Excludes employees of HEA Distribution, Astell&Kern UK, their family members, and individuals involved in any aspect of the giveaway.
Giveaway Period: The giveaway timeframe and entry period will be specified in the respective giveaway announcement.
How to Enter: No purchase necessary. A purchase does not increase the chances of winning. Entry requirements will be specified in the individual giveaway announcement and may include engaging with social media content or other actions.
Prizes: The prizes for each giveaway will be detailed in the specific giveaway announcement. Prizes are non-transferable, and no cash alternative is offered.
Winner Selection and Notification: Winners will be selected at random using a fair and unbiased selection process. The selection method and timeframe for notification will be outlined in the giveaway announcement. If a winner cannot be contacted, is ineligible, or fails to claim the prize within the specified timeframe, the prize may be forfeited and an alternate winner selected.
Rights Granted by Entrants: By entering, participants grant HEA Distribution / Astell&Kern UK the right to use their entry, name, and likeness for advertising and promotional purposes without additional compensation, unless prohibited by law.
General Conditions: HEA Distribution / Astell&Kern UK reserves the right to modify, suspend, or cancel any giveaway if fraud or other factors beyond their control compromise the fairness or integrity of the giveaway.
Limitation of Liability: By entering, participants release HEA Distribution / Astell&Kern UK from any liability arising from participation in the giveaway or acceptance/use of the prize.
Law and Jurisdiction: All giveaways are governed by the laws of the United Kingdom and are void where prohibited.
Privacy: Participant information will be used in accordance with HEA Distribution / Astell&Kern UK's privacy policy and only for the purposes of administering giveaways.
Social Media Disclaimer: Giveaways are not sponsored, endorsed, or administered by any social media platforms. Information is provided to HEA Distribution / Astell&Kern UK, not the social media platforms.
By entering any giveaway, participants agree to these terms and conditions.