Terms and Conditions
Terms and Conditions for ACTIVO
Introduction
Please read these terms carefully. These are the legally binding terms that set out the basis on which we supply our products. By placing an order for any products, you indicate your acceptance of these terms.
We are HEA Distribution Limited (company number 14139827 registered in England & Wales, VAT number GB 413463323), trading as ACTIVO.
These terms include provisions that limit our liability to you in the event that we break any of the terms of our agreement with you.
Acknowledgment & Acceptance of Order
No contract will exist between you and us until we have received full payment from you and have either (i) given you a written/emailed acceptance of your order or (ii) dispatched the ordered products, whichever is sooner. Please note that our initial acknowledgment of your order does not constitute acceptance unless we expressly state otherwise.
Payment
Payment for the products is due at the time you place your order. No products will be dispatched until you have paid in full.
Payment is processed through our secure payment provider, and by placing your order, you agree that we may pass on your details and order information to our payment processor to enable processing.
If you require a VAT invoice for your order, please contact us to request one.
Unavailability of Products
We make every effort to ensure products are available in stock at all times. However, if a product is unavailable:
- We will contact you to discuss options.
- You may cancel your order for a full refund.
- You may wait for stock replenishment (unless we inform you that the product will not return to stock).
- You may change your order to an alternative product with a corresponding price adjustment.
Delivery
Delivery charges are calculated based on our standard delivery rates and are shown separately on the order confirmation.
- All orders are sent via courier and require a signature upon receipt.
- Dispatch normally occurs within 3-5 working days.
- Delivery is expected within 2 working days after dispatch.
- Delivery times are approximate.
If our courier makes two unsuccessful delivery attempts, the products will be returned to us. Further delivery attempts may incur an additional fee, which we will notify you of in advance.
Cancellation by You
You may cancel your order (except as outlined in "Exceptions to Your Right to Cancel") within 14 days of receiving the products.
- If you have already received the products, you must arrange their return within 21 days.
- Items must be returned in their original condition and packaging.
- You are responsible for return shipping costs.
A refund, minus any applicable carriage costs, will be processed once we receive the returned items.
Exceptions to Your Right to Cancel
Orders for personalised or custom-made products cannot be cancelled unless we are in breach of our obligations.
Cancellation by Us
We reserve the right to cancel any order before delivery. Reasons for cancellation may include:
- Products being out of stock.
- Errors in product descriptions or pricing.
- The delivery address being outside the UK or to a PO Box.
- Suspected fraudulent activity.
If we cancel an order, we will refund all amounts paid.
Problems with Products at Delivery
If products arrive damaged:
- Notify the courier at the time of delivery if possible.
- Contact us immediately to report the damage.
- We will arrange collection and replacement of the damaged items in accordance with our returns policy.
Product Warranty
All products (excluding consumables) come with a minimum 12-month manufacturer’s warranty.
- Consumables such as styli, fuses, cables, or batteries are not covered beyond statutory rights.
- The warranty does not cover damage caused by accidents, misuse, neglect, or normal wear and tear.
Warranty Claims
If you wish to claim under the manufacturer’s warranty:
- Contact us with full details of the issue.
- We will arrange a suitable resolution, which may involve repair or replacement, in accordance with our returns policy.
Returns Policy
Returns must be made in accordance with our current returns policy. Failure to follow our policy may delay processing of refunds, repairs, or replacements.
Data Protection
We take your privacy seriously. We use Meta (Facebook) Pixel, Microsoft Clarity, and Google Analytics to understand website interactions and improve our services. These tools may collect:
- Meta Pixel: Tracks interactions with our website to provide personalised ads on Facebook and Instagram. It collects data such as pages visited, time spent on pages, purchases, and conversions.
- Microsoft Clarity: Mouse movements, scrolling, clicks, heatmaps, and session replays.
- Google Analytics: Pages visited, session duration, browser/device type, and anonymised IP addresses.
For full details, please review our Privacy Policy.
Contacting Us
You may contact us via telephone, email, or post using the details on our contact page. To ensure timely processing, we recommend using email or telephone.
Contacting You
We may contact you via telephone, email, or post using the details you provide. Please ensure your contact details are up to date.
Our Liability
If we breach these terms, we are not liable for:
- Business losses (loss of revenue, profit, contracts, or reputation).
- Losses that were not reasonably foreseeable at the time you placed your order.
Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
Governing Law
These terms are governed by UK law. Any disputes arising under these terms shall be subject to the jurisdiction of the courts of England and Wales.
The Waste Electrical and Electronic Equipment (WEEE) Directive
The WEEE Directive is now UK law. For more information, click here.