Terms & Conditions

Our terms

1. These terms

1.1     What these terms cover. These are the terms and conditions on which we supply products to you.

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.

2. Information about us and how to contact us

2.1     Who we are. TePe Direct is a trading name TePe Oral Hygiene Products Ltd, a company registered in England and Wales. Our company registration number is 07697378 and our registered office is at Eklund House, 6 Cathedral Avenue, Wells, Somerset, BA5 1FD. Our registered VAT number is 321 3123 64.

2.2    How to contact us.

Phone or email. Call customer services on 01749 60 88 00 or email us at info@tepedirect.com.

By post. Write to us at TePe Oral Hygiene Products Ltd, Eklund House, 6 Cathedral Avenue, Wells, Somerset, BA5 1FD

2.3     How we may contact you. If we have to contact you in relation to your order, we will normally do so by writing to you at the email address you provided to us in your order. In some circumstances, we may need to contact you by email or post using the 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 and will not charge you for the product. 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 your payment was unsuccessful, 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 accept orders from addresses outside the UK.

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.

4.3     Changes to our products. Although we seek to update product descriptions as soon as possible after any changes, the products may vary from the description, for example if we have had to change the product:

(a)          to reflect changes in relevant laws and regulatory requirements; and

(b)         to implement minor technical adjustments and improvements. These changes are minor will not adversely affect your use of the product.

5. Providing the products

5.1     Delivery costs. The costs of delivery will be as displayed to you on our website.

5.2     How we will deliver your products. During the order process, we will provide an estimated delivery date. All orders will be delivered by Royal Mail 1st Class unless an alternative is agreed. The delivery time in the UK is normally within 7 working days but as delivery times are outside of our control, we cannot guarantee a specific delivery date. We will take step to ensure the products are delivered to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.

5.3     We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, 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.

5.4     If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, Royal Mail will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

5.5     If you do not re-arrange delivery. If you do not re-arrange delivery or collect them from a delivery depot, Royal Mail may return the products to us. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and issue a refund.

5.6     When you become responsible for the goods. The products will be your responsibility from the time they are delivered to the address you gave us (including where they are left with a neighbour or in a safe place if you have instructed Royal Mail to do so). We are not liable for any goods that are lost or damaged after they have been delivered.

6. Your rights to end the contract

6.1     When you can 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 does not match their description, you may have a legal right to end the contract or to get the product replaced or to get some or all of your money back (see clause 8);

(b)         If you want to end the contract because of something we have done or have told you we are going to do, for example if we have told you that there are material delays with your delivery (see clause 6.2); or

(c)          If you have just changed your mind about the product (see clause 6.3). You may be able to get a refund if you are within the cooling-off period, but please note that this right does not apply to products that have been opened after you receive them as we cannot accept returns of such products for health protection and hygiene purposes.

6.2     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 (c) below the contract will end immediately and we will refund you in full for any products which have not been delivered. 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; or

(c)          you have a legal right to end the contract because of something we have done wrong.

6.3     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.

6.4     For hygiene purposes, you cannot cancel a contract once you have opened any packages. You do not have a right to change your mind in respect of products that have been opened after you receive them as we cannot accept returns of such products for health protection and hygiene purposes.

6.5     How the cancellation period is calculated. How long you have to change your mind depends on what you have ordered and how it is delivered:

(a)     If all the goods you have ordered are delivered at the same time. We normally send all the goods in your order at the same time and you have until 14 days after the day you receive the goods to change your mind.

(b)     If your order is split into several deliveries over different days. In some cases, your order may be delivered in several shipments and in this case you have until 14 days after the day you (or someone you nominate) receive the last delivery to change your mind about the goods.

7. How to end the contract with us (including if you have changed your mind)

7.1     Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a)          Phone or email. Call customer services on 01749 60 88 00 or email us at info@tepedirect.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

(b)         By post. Write to us at TePe Oral Hygiene Products Ltd, Eklund House, 6 Cathedral Avenue, Wells, Somerset, BA5 1FD, including details of what you bought, when you ordered or received it and your name and address.

7.2     Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must:

(a)          post them back to us at TePe Oral Hygiene Products Ltd, Eklund House, 6 Cathedral Avenue, Wells, Somerset, BA5 1FD within 14 days of telling us that you want to end the contract. Proof of postage may be required if goods are received more than 14 days after you told us that you want to end the contract;

(b)         pay the cost of shipping the goods to us. Please note that we are only able to issue a refund on goods that have been returned to us and we would strongly recommend that you use a tracking service so that you can show when the goods have been delivered to us; and

(c)          include your name, home address, details of the order (including the order number included in the order confirmation) and, where available, your phone number and email address.

7.3     We recommend that you use a tracked delivery service. We are only able to issue a refund on goods that have been returned to us and we would strongly recommend that you use a tracking service so that you can show when the goods have been delivered to us. If you do not use a tracked delivery service and the goods are damaged or lost during transit, we may not be able to issue a refund to you.

7.4     When we will pay the costs of return. We will pay the costs of return:

(a)          if the products are faulty or misdescribed; and

(b)         if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

7.5     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. However, we may make deductions from the price, as described below.

7.6     Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

(a)          We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. For example, we cannot issue a refund if you have opened any packages as we cannot accept returns of such products for health protection or hygiene purposes. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

(b)         The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, we normally offer delivery of a product with Royal Mail 1st Class within 7 days at one cost, but if you choose to have the product delivered within a shorter delivery window at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

7.7     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 your products have already been dispatched to you, 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

8. If there is a problem with the product

8.1     How to tell us about problems. If you have any questions or complaints about the product, please contact us.

  • Phone or email. Call customer services on 01749 60 88 00 or email us at info@tepedirect.com.
  • By post. Write to us at TePe Oral Hygiene Products Ltd, Eklund House, 6 Cathedral Avenue, Wells, Somerset, BA5 1FD

8.2     Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us. We will pay the costs of postage (but see clause 7.6 above regarding the maximum refund for delivery costs). Please call customer services on 01749 60 88 00 or write to us  at info@tepedirect.com or TePe Oral Hygiene Products Ltd, Eklund House, 6 Cathedral Avenue, Wells, Somerset, BA5 1FD for a return label.

9. Price and payment

9.1     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 take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 9.3 for what happens if we discover an error in the price of the product you order.

9.2     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. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

9.3     When you must pay and how you must pay. All payments are processed during the order process. We use PayPal to process payments and you may need to create a PayPal account in order to complete your order. Your use of PayPal is governed by the PayPal terms and conditions and privacy policy and we will not be liable for any losses resulting from anything PayPal has done or has omitted to do.

10. Our responsibility for loss or damage suffered by you

10.1     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, but we are not responsible for any loss or damage that is not foreseeable. 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.

10.2     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 as summarised at clause 8.2.

10.3     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.

11. How we may use your personal information

How we may use your personal information.  We will only use your personal information as set out in our privacy policy.

12. Other important terms

12.1     Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

12.2     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.

12.3     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.

12.4     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. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.