Terms of service

Terms & Conditions
1. THESE TERMS
1.1 These are the terms and conditions on which we supply products to you which you have ordered online via our website (https://www.fillerworld.com/).

1.2 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. If you think that there is a mistake in these terms, please contact us to discuss.

1.3 Are you a business customer or a consumer? In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:

1.3.1 you are an individual; and
1.3.2 you are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
1.4 If you are a business customer this is our entire agreement with you. If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you will have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Agreement.

2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 We are FillerWorld.com a company based at Guardian House, Cronehills Linkway, West Bromwich, West Midlands, B70 8GS.

2.2 You can contact us by:

2.2.1 telephone: 0121 272 1885
2.2.2 email: info@fillerworld.com
2.2.3 post: Filler World, Guardian House, Cronehills Linkway, West Bromwich, West Midlands, B70 8GS
2.3 If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 When we use the words "writing" or "written" in these terms, this includes emails.

3. OUR CONTRACT WITH YOU
3.1 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 are unable to accept your order, we will inform you of this and will not charge you for the products. This might be because the product you have ordered is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we cannot deliver to your selected delivery location or because we have identified an error in the price or description of the product ordered.

3.3 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.

4. THE PRODUCTS
4.1 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. You should pay particular attention to the title description and main product description for the products.

4.2 The packaging of the products may vary from that shown in images on our website.

4.3 All products should be administered by a medical professional.

5. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the products you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the products, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. OUR RIGHTS TO MAKE CHANGES
We may change the products:

6.1.1 to reflect changes in relevant laws and regulatory requirements; and
6.1.2 to implement minor technical adjustments and improvements.

7. DELIVERY
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website and confirmed to you during the order process. The delivery costs will be dependent upon the delivery service you select during the order process. All items must be signed for as proof of delivery. Our carrier will deliver the products to the address given in your order so please ensure that the delivery address given is accurate.

7.2 Delivery outside the UK. We will at our discretion deliver products to countries outside the United Kingdom. However, there are restrictions on some products for certain international delivery locations so you should seek out information to establish whether that applies to your desired delivery location before ordering products. If you order products from our website for delivery to a country outside the United Kingdom, your order may be subject to import duties and taxes and/or medical laws and regulations which are applied or become applicable when the delivery reaches that international delivery destination. Please note that we have no control over any such charges and we cannot predict their amount and you will be responsible for payment of any duties and taxes. Please contact your local customs office for further information before placing your order. If you order products to be delivered to an international delivery location and the products do not reach you due to import/customs issues, we will not be liable to issue any refund to you in respect of those products. You must comply with all applicable laws and regulations of the country for which products are destined and we will not be responsible if you break any such law.

7.3 When we will provide the products. During the order process, we will let you know when we will provide the products to you. We will deliver them to you as soon as reasonably possible. If we are delivering products to a delivery location which is outside of the United Kingdom, deliveries can take up to 7 - 14 working days from our acceptance of your order. In terms of dispatch timings and as a general guideline:

7.3.1 if the product you have ordered is in stock, we will dispatch the product to you within 2 working days of our acceptance of your order;
7.3.2 if the product you have ordered is not in stock, we will use all reasonable endeavours to dispatch the product to you within 7 - 14 working days of our acceptance of your order.
7.4 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then 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.

7.5 If you are not at home when the products are delivered. If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery.

7.6 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and clause 9.1 will apply.

7.7 When you become responsible for the products. Products will be your responsibility from the time we deliver them to the address you gave us.

7.8 When you own products. You own products once we have received payment in full.

7.9 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, a prescription. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 9.1 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them at all if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

8. YOUR RIGHTS TO END THE CONTRACT
8.1 To end the contract with us, please let us know using the contact details at clause 2.2.

8.2 Ending the contract where we are not at fault and there is no right to change your mind. If you want to end a contract before the products are delivered and paid for, where we are not at fault and you are not a consumer who has changed their mind, please contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract and we will also charge a carriage fee which will be deducted from the refund amount if we have already dispatched the products by the time you contact us to confirm that you wish to end the contract.

8.3 If you end the contract for any reason after products have been dispatched to you or you have received them, you must post them back to us at your cost or allow us to collect them from you.

8.4 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 8.4.1 to 8.4.4 (below) the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

8.4.1 we have told you about an upcoming change to the products or these terms which you do not agree to);
8.4.2 we have told you about an error in the price or description of the products you have ordered and you do not wish to proceed;
8.4.3 there is a risk that supply of the products may be significantly delayed because of events outside our control; or
8.4.4 you have a legal right to end the contract because of something we have done wrong.

8.5 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund. As a consumer, you have statutory rights in relation the products and those rights are not affected by our Returns Policy as described in clause 8.8 or by these terms generally.

8.6 When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:

8.6.1 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
8.6.2 cold chain products;
8.6.3 any products which become mixed inseparably with other items after their delivery.
8.7 How long do consumers have to change their minds? If you are a consumer, you have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.

8.8 Returns Policy

8.8.1 If you are unhappy with the products you have purchased, notify us within 5 days* of receipt and we will either replace them, allow you to exchange them or provide you with a refund. Please call us or email us and provide us with your order number.
8.8.2 *The 5 day period. You have 5 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case, you have until 5 days after the day you (or someone you nominate) receives the last delivery.
8.8.3 The policy outlined at clause 8.8 does not apply in respect of any products which:
(a) become mixed inseparably with other items after their delivery;
(b) have been opened, used or damaged (including damage incurred in transit back to us) unless we agree the product is faulty;
(c) cold chain products;
(d) have been purchased as an ePrescription order via FCL Chemist.

9. WHOLESALE ORDERS
Any wholesale orders once placed with our customer service representative which has been PAID for and PROCESSED cannot be refunded. This will also include any part shipped orders. This is due to the stock being ordered in specifically for you, the customer.