Terms of service
Terms of Service
These terms are governed by the law of England and Wales and by UK consumer protection legislation, in particular the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Article 1 – Definitions
Under these conditions, the following definitions apply:
Cancellation period: the 14-day period during which the consumer can exercise their right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
Consumer: an individual who is acting wholly or mainly outside their trade, business, craft or profession and who enters into a distance contract with the trader;
Day: calendar day;
Long-term transaction: a distance contract relating to a series of products and/or services where the obligation to deliver and/or purchase is spread over time;
In writing: includes email and any other written format that allows information addressed personally to the consumer or trader to be stored, saved and reproduced unchanged for future reference.
Right to cancel: the consumer's right to cancel the contract within the cancellation period, without giving a reason;
Trader: the person or company who offers products and/or services remotely to consumers;
Distance contract: a contract concluded between the trader and the consumer under an organised distance sales scheme, without the simultaneous physical presence of the trader and the consumer, using one or more means of distance communication up to and including the conclusion of the contract.
Means of distance communication: a means that can be used to conclude a contract without the consumer and the trader being together in the same place at the same time.
General Terms and Conditions: these are the General Terms and Conditions of the trader.
Article 2 – Identity of the trader
Company name: Moonval
Address: 3 Northford Cl, Shrivenham, Swindon SN6 8BX, UK
Email: info@moonval.com
Phone number: +447418605187
Article 3 – Applicability
These general terms and conditions apply to each offer from the trader as well as to each distance contract and order concluded between the trader and the consumer.
Nothing in these terms and conditions affects the consumer's statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other UK consumer protection legislation. Where any provision conflicts with those statutory rights, the consumer's statutory rights prevail.
Before the conclusion of the distance contract, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, before the conclusion of the distance contract, it will be indicated that the general terms and conditions can be consulted at the trader's premises and that they will be sent free of charge as soon as possible upon the consumer's request.
If the distance contract is concluded electronically, notwithstanding the preceding paragraph and before the conclusion of the distance contract, the text of these general terms and conditions may be made available to the consumer electronically in such a way that it can be read by the consumer and easily saved in writing.
In the event that, in addition to these general terms and conditions, general terms and conditions specific to a product or service also apply, the second and third paragraphs apply in the same way and in the event of conflicting general terms and conditions, the consumer can always rely on the applicable provision that is most favourable to them.
If one or more provisions of these terms and conditions are at any time wholly or partially invalid or unenforceable, the remainder of the contract and these terms and conditions shall remain in full force and effect, and the provision in question shall be immediately replaced by a provision as close as possible to the original.
Situations not regulated in these terms and conditions shall be assessed in the spirit of these terms and conditions.
Article 4 – The Offer
If an offer has a limited validity period or is subject to conditions, this will be expressly stated in the offer.
The offer is non-binding. The trader has the right to modify and adapt the offer.
The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow the consumer to properly assess the offer. If the trader uses images, these constitute a true representation of the products and/or services offered. Obvious errors or mistakes in the offer do not bind the trader.
All images and specifications of the offer are indicative and cannot give rise to compensation or termination of the contract.
Product images are a true representation of the products offered. The seller cannot guarantee that the colours shown exactly match the actual colours of the products.
Each offer contains information that clearly explains to the consumer the rights and obligations associated with accepting the offer. This includes, in particular:
- The total price payable, including all delivery charges, taxes and any other unavoidable charges, is shown at checkout before the consumer confirms the order. Where goods are dispatched from outside the United Kingdom: for consignments of £135 or less, UK VAT is charged at the point of sale and included in the price paid, and no further import VAT or customs charge is payable on delivery; for consignments over £135, import VAT and customs duty may become payable at the UK border, and where this applies the trader will state clearly at checkout who is responsible for those charges before the order is confirmed.
- any shipping costs;
- the manner in which the agreement will be concluded and what actions are necessary for this;
- whether the right to cancel applies or not;
- the method of payment, delivery and execution of the contract;
- the offer acceptance period or the period during which the trader guarantees the price;
- the amount of the tariff for distance communications if the costs of using the means of distance communication are calculated on a different basis than the regular basic tariff for the means of communication used;
- is the contract archived after its conclusion, and if so, how can it be accessed by the consumer?
- the way in which the consumer, before concluding the contract, can verify the data they have provided in the context of the contract and, if they wish, correct it;
- any other language in which the contract can be concluded;
- the codes of conduct to which the trader has committed and how the consumer can access these codes of conduct electronically; and
- the minimum duration of the distance contract in the case of a long-term transaction.
Article 5 – The Agreement
The contract is concluded, subject to the provisions of paragraph 4, at the time of acceptance by the consumer of the offer and compliance with the conditions set.
If the consumer has accepted the offer electronically, the trader will immediately confirm receipt of the acceptance electronically. The consumer may cancel the contract until the trader has confirmed receipt of this acceptance.
If the contract is concluded electronically, the trader will take appropriate technical and organisational measures to secure the electronic transfer of data and ensure a secure web environment. If the consumer can pay electronically, the trader will take appropriate security measures.
Within the legal framework, the trader may inquire whether the consumer is able to meet their payment obligations, as well as all facts and factors relevant to a responsible conclusion of the distance contract. If, based on this inquiry, the trader has good reason not to conclude the contract, they have the right to refuse an order or request with justification, or to attach specific conditions to its execution.
The trader will send the consumer the following information with the product or service, either in writing or in such a way that it can be saved by the consumer in an accessible manner:
- the address of the trader's premises where the consumer can go to file a complaint;
- the conditions under which and the manner in which the consumer can exercise the right to cancel, or a clear statement concerning the exclusion of the right to cancel;
- information on existing guarantees and after-sales service;
- the information included in Article 4, paragraph 3 of these conditions, unless the trader has already provided this information to the consumer before the execution of the contract;
- the conditions for terminating the contract if it has a duration of more than one year or is of indefinite duration.
Any agreement is concluded subject to the condition of sufficient availability of the products concerned.
Article 6 – Right to cancel
This article sets out the consumer's right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
When purchasing products, the consumer has the statutory right to cancel the contract without giving a reason within 14 days. The consumer may cancel at any time from the moment the order is placed. The cancellation period ends 14 days after the day the product is received by the consumer or a representative previously designated by the consumer and notified to the trader.
In addition to this statutory right, Moonval voluntarily offers a 30-day return period. Products may be returned within 30 days of receipt, provided they are unused, undamaged and in their original packaging, and the original invoice or proof of purchase is included. We do not charge a restocking fee. Full details are set out in our Return and Refund Policy. This 30-day policy is offered in addition to, and does not replace or limit, the consumer's statutory rights.
The consumer must contact the trader before returning any product, as the return address may differ from the address the order was shipped from. Please email info@moonval.com to request a return form and the correct return address.
During the cancellation period, the consumer may handle and inspect the product as they would be able to in a shop. If the consumer handles the product beyond what is necessary to establish its nature, characteristics and functioning, the trader may make a deduction from the refund reflecting the actual reduction in value. Any such deduction will not exceed the price of the product.
If the consumer wishes to exercise their right to cancel, they must inform the trader before the cancellation period expires. Any clear statement of the decision to cancel is sufficient, and the consumer may do so by written message or email. After the consumer has indicated their intention to cancel, the consumer must return the product within 14 days. The consumer should provide proof that the goods were returned on time, for example by providing proof of postage.
If the consumer fails to notify the trader that they wish to cancel, and fails to return the product within the periods referred to above, the purchase stands.
If the trader fails to provide the consumer with the information about the right to cancel required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the cancellation period is extended. It ends 14 days after the day the trader provides that information, or, if the trader never provides it, 12 months after the day the original 14-day period would have ended.
Article 7 – Costs in case of cancellation
If the consumer exercises their right to cancel, the costs of returning the products will be borne by the consumer.
The trader does not charge a restocking fee.
If the consumer has paid an amount, the trader will refund this amount within 3 to 5 business days of receiving and checking the returned goods, and in any event no later than 14 days after the day the trader receives the goods back or the day the consumer supplies evidence of having sent them back, whichever is earlier. Depending on the consumer's bank or card issuer, it may take a little longer for the credit to appear on their statement. The refund includes the cost of standard outbound delivery. Where the consumer chose a delivery method more expensive than the trader's cheapest standard delivery option, the trader will refund only the cost of the cheapest standard option. The refund will be made using the same means of payment the consumer used, and the consumer will not incur any fee as a result of the refund.
Article 8 – Exclusion of the right to cancel
The trader may exclude the consumer's right to cancel for the products described below. The exclusion of the right to cancel only applies if the trader has clearly indicated it in the offer, at least in time before the conclusion of the contract.
The exclusion of the right to cancel is only possible for the following products:
- which were made to the consumer's specifications or are clearly personalised, such as custom-made items;
- which are clearly of a personal nature;
- which, by their nature, cannot be returned;
- which can spoil or age quickly;
- whose price is subject to fluctuations in the financial market over which the trader has no influence;
- for individual newspapers and magazines;
- for sealed audio and video recordings and sealed computer software whose seal has been broken by the consumer;
- for sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken by the consumer.
The exclusion of the right to cancel is only possible for the following services:
- concerning accommodation, transport, catering or leisure activities to be carried out on a certain date or during a certain period;
- whose delivery began with the consumer's express consent before the expiry of the cancellation period;
- regarding betting and lotteries.
These exclusions do not affect the consumer's rights where products are faulty, not as described or not fit for purpose. Those rights are set out in Article 10.
Article 9 – The price
During the validity period indicated in the offer, the prices of the products and/or services offered will not be increased, except for price changes resulting from changes in VAT rates.
Notwithstanding the preceding paragraph, the trader may offer products or services at variable prices, the prices of which are subject to fluctuations in the financial market and over which the trader has no control. This liability for fluctuations and the fact that the prices indicated are indicative prices are stated in the offer.
Price increases within 3 months of the conclusion of the contract are only permitted if they result from regulations or legal provisions.
Price increases starting 3 months after the conclusion of the contract are only permitted if the trader has stipulated it and:
- These are the result of regulations or legal provisions; or
- The consumer has the right to terminate the contract from the day the price increase takes effect.
All prices are subject to printing and typographical errors. In the event of an obvious and unmistakable printing or typographical error, the trader is not obliged to deliver the product at the incorrect price and will offer the consumer a full refund.
Article 10 – Conformity and Guarantee
This article sets out the consumer's rights under the Consumer Rights Act 2015. It is a summary and does not limit those statutory rights.
The trader guarantees that the products and/or services are of satisfactory quality, fit for purpose and as described, in accordance with sections 9, 10 and 11 of the Consumer Rights Act 2015, and conform to the contract, the specifications indicated in the offer, and the legal provisions in force on the date of conclusion of the contract.
Within 30 days of delivery, the consumer may reject a faulty product and receive a full refund, including the cost of outbound delivery. After 30 days, the consumer may require the trader to repair or replace the product within a reasonable time and without significant inconvenience, and the trader will bear all costs including return postage. If repair or replacement is not possible or does not resolve the fault, the consumer may claim a price reduction or reject the product for a refund.
If a fault appears within six months of delivery, it is presumed to have been present at the time of delivery unless the trader can show otherwise.
Where a product arrives damaged or defective, the consumer is asked to contact the trader within 14 days of receipt and to attach a photograph showing the damage or defect, taken on a flat surface with the logo and the defect clearly visible. This helps the trader resolve the claim quickly. Contacting the trader after 14 days does not remove any of the consumer's statutory rights.
There is no fixed period within which the consumer must report a fault. The consumer may bring a claim under the Consumer Rights Act 2015 for up to six years from the date of delivery in England, Wales and Northern Ireland, or five years in Scotland. The consumer is asked to notify the trader as soon as reasonably possible after discovering a problem.
Where a product is faulty, not as described or not of satisfactory quality, the trader will bear the cost of returning it.
A guarantee provided by the trader, manufacturer or importer is in addition to, and does not affect, the legal rights and claims that the consumer may assert against the trader under the contract.
The guarantee does not apply if:
- The consumer has repaired and/or modified the delivered products themselves or has had them repaired and/or modified by third parties;
- The delivered products have been exposed to abnormal conditions or have been handled negligently or contrary to the instructions of the trader and/or on the packaging;
- The defect results in whole or in part from regulations that the government has imposed or will impose regarding the nature or quality of the materials used.
This does not limit the consumer's rights where the products were faulty at the point of delivery.
Article 11 – Delivery and Performance
The trader will exercise the utmost care in receiving and processing product orders.
The delivery location is the address that the consumer provided to the company.
The company will fulfil accepted orders as soon as possible, and no later than 30 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be informed no later than 30 days after placing the order. In this case, the consumer has the right to cancel the contract free of charge and is entitled to any applicable compensation. These rights arise under section 28 of the Consumer Rights Act 2015.
In the event of cancellation in accordance with the preceding paragraph, the trader shall reimburse the amount paid by the consumer as soon as possible, and at the latest within 14 days following the cancellation.
If delivery of an ordered product proves impossible, the seller will endeavour to provide a replacement item. At the latest upon delivery, it will be clearly and comprehensibly indicated that a replacement item will be delivered. The right to cancel cannot be excluded for replacement items. The costs of any return are borne by the seller.
If the consumer refuses delivery, or does not collect their order from the carrier within the time allowed (usually 5 to 7 days), the trader is not responsible for the resulting failed delivery and may charge the reasonable costs of storage and any further delivery attempt. This does not affect the consumer's right to cancel under Article 6 or their statutory rights under Article 10, and where the consumer cancels within the cancellation period the trader will refund in accordance with Article 7.
The risk of damage and/or loss of the products remains with the trader until the moment of delivery to the consumer or to a representative designated beforehand and made known to the trader, unless otherwise expressly agreed.
Article 12 – Duration of operations: duration, cancellation and extension
Termination
The consumer may terminate at any time a contract concluded for an indefinite period and which extends to the regular delivery of products or services, taking into account the agreed termination rules and a notice period of a maximum of one month.
The consumer may terminate a fixed-term contract which covers the regular delivery of products or services at any time up to the end of the fixed term, subject to the agreed termination rules and a notice period of a maximum of one month.
Extension
An agreement concluded for a fixed term and which extends to the regular delivery of products or services cannot be tacitly extended or renewed for a fixed term.
Duration
If a contract has a term of more than one year, the consumer may terminate the contract at any time after one year with a maximum notice of one month, unless reasonableness and fairness preclude termination before the end of the agreed term.
Article 13 – Payment
Unless otherwise agreed, sums due by the consumer are payable at the time the order is placed, using the payment methods shown at checkout. In the case of a service contract, payment terms begin to run after the consumer has received confirmation of the agreement.
The consumer has an obligation to immediately notify the trader of any inaccuracies in the payment data provided or declared.
In the event of non-payment by the consumer, the trader has the right, subject to legal restrictions, to charge reasonable fees communicated to the consumer in advance.
If the consumer paid by credit card and the purchase price is more than £100 and not more than £30,000, the consumer may have additional rights against their card provider under section 75 of the Consumer Credit Act 1974.
Article 14 – Complaints Procedure
Claims regarding the performance of the contract should be submitted fully and clearly to the trader as soon as reasonably possible after the consumer discovers the defect. There is no time limit on making a complaint about a faulty or misdescribed product.
Complaints addressed to the trader will be acknowledged within 5 working days and answered within 14 days of receipt. If a complaint requires a longer processing time, the trader will respond within 14 days with an acknowledgement of receipt and an indication of when the consumer can expect a more detailed response.
If the claim cannot be resolved by mutual agreement, a dispute arises which is subject to the dispute resolution procedure. The consumer may be able to refer the matter to an approved alternative dispute resolution provider, and can obtain free, impartial advice from Citizens Advice at citizensadvice.org.uk or on 0808 223 1133. This does not affect the consumer's right to bring court proceedings.
A claim does not suspend the obligations of the trader, unless otherwise indicated in writing by the trader, or where the consumer is exercising a statutory right to withhold payment or reject the goods.
If a claim is deemed justified by the trader, the trader will replace or repair the delivered products free of charge, at its discretion, without prejudice to the consumer's rights under Article 10.
Article 15 – Disputes
The agreements between the trader and the consumer to which these general terms and conditions apply are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.
If the consumer lives in Scotland, they may bring proceedings in either the Scottish or the English courts. If the consumer lives in Northern Ireland, they may bring proceedings in either the Northern Irish or the English courts. If the consumer is habitually resident outside the United Kingdom, nothing in this article deprives them of the protection of mandatory provisions of the law of the country in which they are resident.
Article 16 – Payment service provider reporting
Due to measures concerning payment service provider reporting obligations, payment service providers may be required to register transaction data with relevant regulatory reporting systems.
Company name: Moonval
Address: 3 Northford Cl, Shrivenham, Swindon SN6 8BX, UK
Email: info@moonval.com
Phone number: +447418605187
Customer service hours:
Monday to Friday: 8:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 4:00 PM
We aim to respond to all enquiries within 12 hours.