Terms

THESE TERMS

What these terms cover. These are the terms and conditions on which we supply products to you which are goods, such as wine or spirits. The purchase of vouchers which enable you to purchase goods from our website will also be governed by these terms.

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

INFORMATION ABOUT US AND HOW TO CONTACT US

Who we are. We are Marlo Enterprises Limited trading under the name of ‘MARLO’. Marlo Enterprises Limited is a company registered in England and Wales. Our company registration number is 13524569 and our registered office is at Belmont House, Shrewsbury Business Park, Shrewsbury, Shropshire, SY2 6LG.

How to contact us. You can contact us by emailing our customer service team at hello@marlo.wine or by writing to us at MARLO, 3 River Reach, Gartons Way, London, SW11 3SX

How we may contact you. 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.

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

OUR CONTRACT WITH YOU

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.

If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing 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 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.

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.

We only sell to the UK. Our website is solely for the promotion of our products in the United Kingdom. Unfortunately, we do not accept orders from addresses outside the UK. If you are outside the UK and you would like to order any of the products displayed on the website you should contact us to see if we are able to assist you.

OUR PRODUCTS

Products may vary slightly from their pictures and product packaging or labelling may vary. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the products accurately, we cannot guarantee that the image displayed on the website will match the product in all respects and your product may vary slightly from such images. In particular, the packaging or labelling of the product may vary from that shown in images on our website.

YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product 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 product, 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – Your rights to end the contract).

OUR RIGHTS TO MAKE CHANGES

Minor changes to the products. We may change the product to:-

• reflect changes in relevant laws and regulatory requirements to, for example to address changes in legislation regarding labelling or packaging; or
• substitute a vintage where a specific vintage has become unavailable, we may supply an appropriate substitute vintage (which would usually be the next available vintage).

Any such changes will not affect your use or enjoyment of the product. If you are unhappy with any changes we have made you should contact us to discuss.

Major changes to the products. If we make major changes (such as altering the price of a product where there has been a mistake or offering to substitute a product for one that you have ordered that is out of stock) then you will have the option to either accept or reject any such change. Clause 8 sets out your rights in ending the contract where any such changes take effect and Clause 9 sets out the procedure for doing so.

PROVIDING THE PRODUCTS

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

When we will provide the products. During the order process we will let you know when we expect to deliver the products to you. We will deliver the goods to you as soon as reasonably possible.

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.

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, we will leave you a note informing you of how to rearrange delivery or we may leave the products in a safe space if this option is selected by you.

If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect them 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 or collection we may end the contract and clause 10.2 will apply.

When you become responsible for the goods. The goods will be your responsibility from the time we deliver the product to the address you gave us.

When you own goods. You own a product once we have received payment in full.

What will happen if you do not give required information to us. We will need certain information from you so that we can supply the products to you, for example, name, telephone number, email address, address and payment details. This will have been stated on our website. We will contact you in writing to ask for this information if the details supplied are inadequate. 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 10.2 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 if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

YOUR RIGHTS TO END THE CONTRACT

You can always 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;

• If what you have bought is misdescribed or defective 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 11.2;
• If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
• If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
• In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 8.6.

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 in 8.2.1 to 8.2.4 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:

• we have told you about an change to the product or these terms which you do not agree to;
• 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;
• there is a risk that supply of the products may be significantly delayed because of events outside our control; or
• you have a legal right to end the contract because of something we have done wrong.

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 below.

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:

• bespoke goods;
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
• any products which become mixed inseparably with other items after their delivery.

How long do consumers have to change their minds? If you are a consumer how long you have to change your mind depends on what you have ordered and how it is delivered.

• Have you bought goods (for example, wine)? If so you have 14 days after the day you (or someone you nominate) receives the goods, unless:
  • Your goods 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.
  • Your goods are for regular delivery over a set period (for example, wine hampers). In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.

Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered or paid for. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just 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 (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU ARE A CONSUMER WHO HAS CHANGED THEIR MIND)

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

• email. email us at hello@marlo.wine. Please provide your name, home address, details of the order (including the order number) and, where available, your phone number and email address.
• By post. Post the online form to us at the address on the form. Or simply write to us at that address, including details of what you bought, order number, when you ordered or received it and your name and address.

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. Please email us at hello@marlo.wine before you return the products, stating that you wish to return the products and the approximate date that we should expect to receive the return together with a contact telephone number (as we may need to discuss the returns process with you). Please arrange for delivery during working hours Monday to Friday and include the order number with the return. You must post them back to us at MARLO, 3 River Reach, Gartons Way, London, SW11 3SX. If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

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

• if the products are defective or misdescribed; or
• 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. In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.

How we will refund you. If you are entitled to a refund under these terms 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.

When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:

• 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 usually be permitted in a shop. 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.
• The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:

• If the products are goods your refund will be made within 14 days from the day on which we receive the product back from you. For information about how to return a product to us, see clause 9.2.
• In all other cases, your refund will be made within 14 days of your telling us you have changed your mind

OUR RIGHTS TO END THE CONTRACT

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

• you do not make any payment to us when it is due and you still do not make payment within 10 days of us reminding you that payment is due;
• you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, your address; or
• you do not, within a reasonable time, allow us to deliver the products to you.

You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

IF THERE IS A PROBLEM WITH THE PRODUCT

Questions or complaints. If you have any questions or complaints about the product, please contact us.

Defective products. If you are a consumer we are under a legal duty to supply products that are in conformity with this contract. If you wish to exercise your legal rights to reject products we will usually require you to post them back to us. If the product(s) are defective we will refund the costs of postage to you. In particular if you believe that you have received a product from us which is out of condition or ‘corked’, please contact our customer service team to resolve the issue. We may require you to return the bottle to us so that our experts can assess any problems with the product.

You can email our customer service team at hello@marlo.wine or write to us at MARLO, 3 River Reach, Gartons Way, London, SW11 3SX. Further details of how to end the contract and/or return a product are set out in clause 9.

PRICE AND PAYMENT

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 12.3 for what happens if we discover an error in the price of the product you order.

We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

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. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. 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.

When you must pay and how you must pay. We accept payment with the debit and credit cards as stated on our website. You must pay for the products before we dispatch them. In the unlikely event of us requiring payment because an order is incorrectly priced, we will contact you to discuss how to proceed.

What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know.

OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

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.

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 11.2;and for defective products under the Consumer Protection Act 1987.

We are not liable for business losses. If you are a consumer we only supply the products for to you 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.

HOW WE MAY USE YOUR PERSONAL INFORMATION

How we will use your personal information. We will only use your personal information as set out in our privacy policy, which can be found at privacy policy.

Referral Programme, Voucher Codes, Promotion Codes & Sale Terms and Conditions:

Customers may only register one email address in accordance with their billing or delivery address. MARLO may remove a customer’s site access if they breach the Terms and Conditions.

Promotional codes are only valid for orders placed online and aren’t available for pick up in person.

Promotional codes entitle you, at the time of ordering, to a saving on a new order placed with MARLO.

MARLO reserves the right to decline to accept orders where, in its opinion, a promotional code is invalid for the order being placed.

Promotional codes are only valid on specific products while stocks last and may be withdrawn at any time.

Only one (1) promotional code can be used per order.

Promotional codes are not valid in conjunction with any other promotion. Offer is not valid on sale items or other discounted items.

In the event of product returns, refunds will be given for cash used in the original purchase once the discount is applied, less any shipping, for the cash component of the original order.

In the event of part of the order being returned, the value of the discount applied on that order will be spread between the goods proportionately. The sum in cash exceeding this value, less any shipping, gift wrap or gift card costs charged on the original order, will be returned to the customer. The promotional discount will not be applied to replacement items, if the offer is still valid at the time of making a return – you should place a new order using the original promotional code.

In the event of part of the order being returned, the value of the promotion code will be deemed to be spread between the goods proportionately. The sum in cash exceeding this value, less any delivery or gift box costs charged on the original order, will be returned to the customer.

In the event of any returns meaning that the order no longer qualifies for the promotion advertised, MARLO reserves the right to deduct the value of the offer from the refund.

Free delivery offers apply to UK standard delivery only (See Delivery section of Terms and Conditions).

MARLO reserves the right to change these Terms and Conditions at any time.

Promotional codes found in/on MARLO’s website/social media channels/associated content may only apply to items advertised in the said item.

Referral and Welcome Credits (Refer a Friend):

MARLO Referral Voucher has no official monetary value and can’t be exchanged, transferred, redeemed, replaced or refunded for a real monetary value. Use it as part or full payment for any wine purchase online at MARLO – www.marlo.wine

Referral and welcome credits expire 12 months from the date of issue and can only be used for a single purchase. MARLO reserves the right to modify, suspend or cancel unused referral and welcome credits at any time.

The Referral Voucher can’t be used again for purchase of any promotional or sale items or tickets.

MARLO’s Referral Voucher ultimately belongs to MARLO and can’t be transferred from person to person.

If a referred friend cancels their first order, MARLO will void the voucher given to the referring account holder.

Referral Vouchers can only be applied against shipped orders. Store pickup is unavailable if a Referral Voucher is used.

MARLO Account holders:

Refer multiple friends — there’s no limit! Referred friends must be completely new to MARLO. They can’t have placed an order or have been gifted MARLO products at any time.

Only have one MARLO account (which must have a problem-free history) and can’t refer themselves — sorry!

Post the unique referral link on personal social media accounts, excluding any site that is contributed to or is owned by someone else (e.g. Wikipedia and coupon websites). Note: Search Engine Marketing (e.g. Adwords, Yahoo, or Bing) or the words ‘coupon’, ‘code’, ‘promo code’, ‘discount code’, ‘voucher code’ or ‘voucher’ must not be used to promote posts.

Referred friends can only redeem their referral voucher as a referred friend if they’ve never made (or paid) for an order. They can start referring their own friends as soon as they have a MARLO account.

If you have any questions about the MARLO refer a friend scheme or voucher codes, please email hello@marlo.wine

OTHER IMPORTANT TERMS

We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.

You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property, for example by providing legal proof of the transfer.

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.

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.

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.

Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. 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.

Alternative dispute resolution if you are a consumer. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are a consumer and are not happy with how we have handled any complaint, this will be an option available to you. However, in the first instance, please contact us direct to see if we can resolve the issue.