Terms of service
TERMS OF SERVICE
Last updated: 22 September 2026
1. ABOUT US
These terms apply when you use fredandlily.com or place an order with us.
The website and business are operated by Kerrie Martin, a sole trader trading as Fred & Lily Home Fragrance (referred to in these terms as “Fred & Lily Home Fragrance”, “we”, “us” or “our”).
Our contact details are:
Address: 20 Grove Drive, South Kirkby, Pontefract, West Yorkshire, WF9 3PZ, United Kingdom
Email: fredandlilyhomefragrance@outlook.com
Telephone: 07562 722952
Please contact us if you have any questions about these terms or an order.
2. THESE TERMS
By using our website or placing an order, you agree to these terms. Please read them before ordering.
These terms apply alongside our Privacy Policy, Refund Policy, Shipping Policy and, where relevant, Subscription Policy. If there is a conflict concerning a specific subject, the more specific policy will apply.
You must be at least 18 years old, or have permission from a parent or legal guardian, to place an order.
Nothing in these terms affects rights that cannot legally be excluded or limited, including your statutory rights under UK consumer law.
3. PRODUCTS AND PRODUCT INFORMATION
We take reasonable care to describe and display our products accurately. Colours and appearance may vary slightly because of screen settings, photography, natural materials and the handmade nature of some products. Minor variations do not normally mean that a product is faulty.
Product packaging, labels or presentation may change from the images shown, provided the product remains substantially as described.
Products are subject to availability. We may limit quantities or withdraw a product from sale. This will not affect an order we have already accepted unless the product becomes unavailable, in which case we will contact you and refund any amount paid for that product.
You are responsible for reading and following all safety, care, allergy and usage information supplied with a product. Home-fragrance products must be used only as directed and kept away from children, pets and flammable materials where applicable.
4. ORDERS AND OUR CONTRACT WITH YOU
When you place an order, you are offering to buy the products in your basket under these terms. An automated order acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.
We accept your order when we send confirmation that it has been accepted or dispatched, whichever happens first. At that point, a contract is formed between you and Kerrie Martin trading as Fred & Lily Home Fragrance.
We may refuse or cancel an order before acceptance if, for example:
- a product is unavailable;
- the price or product information contains an obvious error;
- payment cannot be authorised;
- we reasonably suspect fraud or unauthorised activity;
- delivery is not available to the address supplied; or
- the order appears to be for unauthorised resale.
If we cancel an order after taking payment, we will refund the amount paid for the cancelled products and any applicable delivery charge.
Please check your order details carefully. Contact us promptly if you notice an error. We cannot guarantee that an order can be changed or cancelled once preparation or dispatch has begun.
5. PRICES AND PAYMENT
Prices are shown in pounds sterling unless another currency is displayed. The total price, including applicable taxes and delivery charges, will be shown before you complete checkout.
We may change prices at any time, but changes will not affect an order already accepted. If a price is clearly incorrect, we may contact you to confirm whether you wish to proceed at the correct price or cancel the order and receive a refund.
Payment must be made using one of the payment methods offered at checkout. Payments may be processed by Shopify or another payment provider. Any separate terms offered by a payment provider, including buy-now-pay-later providers, apply between you and that provider.
6. DELIVERY
We aim to dispatch orders within the times stated in our Shipping Policy. Estimated delivery dates are estimates rather than guarantees unless we have expressly agreed otherwise.
You are responsible for providing a complete and accurate delivery address. Please contact us promptly if it needs correcting. We are not responsible for delays or failed delivery caused by incorrect information supplied by you, although we will try to help resolve the issue.
Risk of loss or damage passes to you when the goods are delivered to you or to a person you identify to receive them. Ownership passes to you once we have received payment in full and the goods have been delivered.
International orders may be subject to customs procedures, import taxes, duties or local charges. Unless checkout expressly states otherwise, you are responsible for charges imposed by the destination country. Delivery times may be affected by customs clearance.
Please see our Shipping Policy for current dispatch estimates, delivery services and charges.
7. YOUR RIGHT TO CANCEL
If you are a UK consumer buying online, you will usually have the right to cancel your order from the date the contract is formed until 14 days after you, or someone nominated by you, receives the goods.
To cancel, contact us by email with a clear statement that you wish to cancel. Please include your name, order number and enough information for us to identify the order.
You must return cancelled goods within 14 days after telling us that you are cancelling. Unless the goods are faulty, damaged, incorrect or we agree otherwise, you are responsible for the direct cost of returning them.
You must take reasonable care of goods while they are in your possession. You may inspect them as you would in a shop, but we may reduce a refund to reflect loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
The right to cancel may not apply to:
- goods made to your specifications or clearly personalised;
- sealed goods that are not suitable for return for health-protection or hygiene reasons if unsealed after delivery;
- goods that become inseparably mixed with other items after delivery;
- digital content once supply has begun with your express consent and acknowledgement that the cancellation right will be lost; or
- other goods or services excluded from cancellation rights by law.
This section does not affect your rights if goods are faulty, damaged, not as described or otherwise fail to meet legal requirements.
8. RETURNS AND REFUNDS
Our Refund Policy explains how to make a return and provides the current return address and process.
Where you validly cancel the whole order, we will refund the price paid and the standard outbound delivery charge, where required by law. If you chose a more expensive delivery option, we are not required to refund the extra cost above our least expensive standard delivery method.
Refunds will normally be made using the original payment method. We may withhold a refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
We aim to process an approved refund or exchange within seven days after receiving the return. Statutory refund deadlines will continue to apply where they require an earlier or specific timeframe.
9. FAULTY, DAMAGED OR INCORRECT GOODS
We are responsible for supplying goods that are of satisfactory quality, fit for purpose and as described, as required by the Consumer Rights Act 2015.
Please contact us as soon as reasonably possible if an item arrives faulty, damaged, incorrect or incomplete. Include your order number and, where helpful, photographs showing the issue. This does not limit your legal rights.
Where goods do not meet legal requirements, you may be entitled to remedies such as a repair, replacement, price reduction or refund, depending on the circumstances and the time since delivery. We will cover reasonable return costs for goods confirmed to be faulty, damaged or incorrect.
10. SUBSCRIPTIONS
If you purchase a subscription, the price, frequency and key details will be shown before checkout. Subscription purchases are also governed by our Subscription Policy.
Unless stated otherwise, there is no minimum commitment. You may cancel through your customer account or by contacting us at least three working days before the next scheduled payment. A payment already processed may not be stoppable or automatically refundable, without affecting any cancellation or consumer rights that apply by law.
11. PROMOTIONS AND DISCOUNT CODES
Promotions and discount codes may have separate eligibility requirements, expiry dates and conditions. Unless we state otherwise, they cannot be exchanged for cash, used after expiry or combined with another offer.
We may refuse or cancel use of a promotion where we reasonably believe it has been misused, obtained fraudulently or applied contrary to its stated conditions. This does not affect an order already accepted unless there is fraud or an obvious error.
12. USING OUR WEBSITE
You may use our website only for lawful purposes. You must not:
- interfere with the website’s operation or security;
- introduce viruses, malicious code or other harmful material;
- attempt to gain unauthorised access to the website or related systems;
- scrape, copy or exploit website content for commercial purposes without permission;
- use the website to infringe another person’s rights; or
- submit false, misleading, abusive or unlawful material.
We may suspend or restrict access where reasonably necessary to protect the website, our customers or our rights.
The website may occasionally be unavailable for maintenance, updates or reasons outside our reasonable control. We do not promise that access will always be uninterrupted or error-free.
13. INTELLECTUAL PROPERTY
Unless otherwise stated, the text, branding, photographs, graphics and other content on our website are owned by us or used with permission. You may view and use the website for personal, non-commercial shopping purposes.
You must not reproduce, distribute, modify, sell or commercially exploit our content without prior written permission, except where permitted by law.
14. THIRD-PARTY SERVICES AND LINKS
Our website may contain links to third-party websites or provide access to services operated by third parties. We are not responsible for third-party websites, content or services that we do not control. You should review their terms and privacy information before using them.
This section does not remove any responsibility we have for third parties acting on our behalf in fulfilling our contract with you.
15. OUR RESPONSIBILITY TO YOU
We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. A loss is foreseeable if it was obvious that it might happen or if both you and we knew it might happen when the contract was formed.
We do not exclude or limit liability where doing so would be unlawful. This includes liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- breach of your statutory rights in relation to goods; or
- any other liability that cannot legally be excluded or limited.
We supply products for private and domestic use. If you use a product for a commercial, business or resale purpose, we will not be responsible for business losses such as loss of profit, revenue, opportunity or business interruption, except where the law does not allow that responsibility to be excluded.
We are not responsible for delay or failure caused by circumstances outside our reasonable control. If this happens, we will contact you where appropriate and take reasonable steps to minimise the effect. Your statutory rights, including any right to end the contract where there is substantial delay, are not affected.
16. PERSONAL INFORMATION
We handle personal information in accordance with our Privacy Policy and applicable data-protection law. Please read our Privacy Policy for information about how and why we collect, use and share personal information.
17. CHANGES TO THESE TERMS
We may update these terms to reflect changes to our business, services or legal obligations. The terms that apply to your order are those in force when the order is accepted, unless a change is required by law or you agree to it.
The latest version will be published on our website with its updated date.
18. IF PART OF THESE TERMS IS INVALID
If a court or relevant authority decides that any part of these terms is unlawful or unenforceable, the remaining parts will continue to apply.
If we delay enforcing a right, that does not mean we have waived it.
19. GOVERNING LAW AND DISPUTES
These terms and any contract between you and us are governed by the laws of England and Wales.
If you live in England or Wales, the courts of England and Wales will have jurisdiction. If you live in Scotland, you may bring proceedings in the Scottish courts or the courts of England and Wales. If you live in Northern Ireland, you may bring proceedings in the Northern Irish courts or the courts of England and Wales.
We encourage you to contact us first so that we can try to resolve any concern directly.
20. CONTACT US
Questions, complaints or notices concerning these terms or an order can be sent to:
Kerrie Martin trading as Fred & Lily Home Fragrance
20 Grove Drive
South Kirkby
Pontefract
West Yorkshire
WF9 3PZ
United Kingdom
Email: fredandlilyhomefragrance@outlook.com
Telephone: 07562 722952