Terms of service
Last updated: 26th May 2026
These Terms and Conditions apply to the sale of goods by EcoElara (“EcoElara”, “we”, “us”, or “our”) through our website.
Please read these Terms carefully before placing an order. By placing an order on our website, you agree to these Terms.
1. About Us
We are:
EcoElara
Address: 50 Greenleaf Road, London, E17 6QN
Email: help@ecoelaraltd.com
Phone: +447518019531
Company number: 16891729
2. Who These Terms Apply To
These Terms apply to purchases made by consumers through our website.
If you buy from us as a business, different terms may apply.
3. Your Use of Our Website
You agree not to use our website:
- for any unlawful purpose;
- to interfere with the security or operation of the site;
- to copy, reproduce, or exploit content from the site without permission; or
- to place false or fraudulent orders.
We may suspend or restrict access to the site if we reasonably believe it is being misused.
4. Products
We try to ensure that product descriptions, images, prices, and availability are accurate.
However:
- colours may appear slightly different depending on your screen or device;
- packaging may vary from images shown;
- product weights, sizes, and specifications may be approximate where stated; and
- availability is subject to stock.
Nothing in these Terms affects your legal rights in relation to goods that are faulty, misdescribed, or not of satisfactory quality.
5. Placing an Order
When you place an order, you are making an offer to buy goods from us.
After you place an order, you will receive an acknowledgement email. This does not mean your order has been accepted.
A contract is formed only when we send you an email confirming that your order has been accepted and dispatched, or otherwise clearly accepted.
We may refuse or cancel an order before dispatch for reasons including:
- the item is out of stock;
- we cannot authorise payment;
- there is an obvious pricing or description error;
- we suspect fraud or misuse; or
- there are delivery restrictions affecting the order.
If we cancel your order after payment has been taken, we will refund you as soon as reasonably possible.
6. Prices
All prices shown on our website are in GBP (£) unless stated otherwise.
Prices include VAT where applicable.
Delivery charges are shown separately at checkout.
We take reasonable care to ensure that prices are correct, but occasionally an error may occur. If we discover a pricing error before accepting your order, we will contact you and give you the option to reconfirm at the correct price or cancel.
7. Payment
Payment must be made in full at the time of ordering using the payment methods shown at checkout.
By placing an order, you confirm that:
- the payment information you provide is accurate;
- you are authorised to use the selected payment method; and
- there are sufficient funds available.
If payment is declined or reversed, we may not process or may cancel your order.
8. Delivery
We will provide delivery options, costs, and estimated delivery times during checkout.
We will deliver your goods to the address you provide when placing the order, so please make sure it is accurate.
Any delivery dates or times are estimates unless we have specifically agreed otherwise.
Unless we agree a different time, goods must usually be delivered without undue delay and in any event within 30 days of the contract.
We are not responsible for delays caused by events outside our reasonable control, but we will try to keep you informed.
Risk in the goods passes to you when the goods are delivered to you or to a person identified by you to take possession of them.
9. Your Right to Cancel
If you are a consumer buying online, you will usually have the right to cancel your order within 14 days without giving a reason.
For goods, the cancellation period generally ends 14 days after the day you receive the goods. If your order is split into multiple deliveries, the period usually runs from receipt of the last item.
To cancel, you must tell us clearly by email or another written method before the cancellation period ends.
You should then return the goods to us without undue delay and, in any event, no later than 14 days after telling us you wish to cancel.
We will make any refund due within 14 days of receiving the goods back, or receiving evidence that you have sent them back, whichever is earlier. We may make a deduction from the refund for loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
10. Exceptions to the Right to Cancel
Your right to cancel may not apply to certain goods, including:
- sealed goods that are not suitable for return for health protection or hygiene reasons, if they become unsealed after delivery;
- goods made to your specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly; and
- any other goods excluded by law from cancellation rights.
Where this applies, we will make this clear on the product page or at checkout.
11. Returns
Our Returns Policy explains how to return goods to us.
This policy does not affect your legal rights.
If you return goods because you changed your mind under the cancellation right above, you may have to pay the return cost unless we state otherwise.
If goods are faulty, damaged, or not as described, please contact us as soon as possible so we can arrange an appropriate remedy.
12. Faulty, Damaged, or Misdescribed Goods
Under UK consumer law, goods must be:
- of satisfactory quality;
- fit for purpose; and
- as described.
If goods you receive are faulty, damaged, or not as described, you may be entitled to remedies such as repair, replacement, price reduction, or refund depending on the circumstances and timing.
Nothing in these Terms limits or excludes any rights you have under consumer law.
13. Refunds
Refunds will be made using the original payment method unless we agree otherwise.
We may withhold a refund until we have received the returned goods or evidence that they have been sent back, where permitted by law.
Delivery charges will be refunded where required by law. Extra charges for premium delivery options chosen by you may not be refunded beyond the basic delivery cost.
14. Promotions, Discount Codes, and Gift Cards
From time to time, we may offer promotions, discount codes, or gift cards.
Unless stated otherwise:
- discount codes cannot be combined with other offers;
- only one code may be used per order;
- codes cannot be exchanged for cash;
- codes must be used before their expiry date; and
- we may withdraw or amend promotions where necessary.
Additional terms may apply to specific promotions, gift cards, bundles, or competitions.
15. Accounts
If you create an account with us, you are responsible for keeping your login details confidential and for all activity carried out through your account.
Please tell us promptly if you believe your account has been accessed without permission.
We may suspend or close an account if we reasonably believe it has been misused.
16. Intellectual Property
All content on our website, including text, graphics, logos, images, product descriptions, and site design, is owned by or licensed to us and is protected by intellectual property laws.
You may use the website only for personal, non-commercial shopping purposes.
17. Liability
We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We do not exclude or limit liability where it would be unlawful to do so, including liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- breach of your statutory consumer rights.
We are not liable for:
- business losses suffered by consumers;
- losses that were not foreseeable; or
- delays or failures caused by events outside our reasonable control.
Any attempt to exclude or restrict core consumer rights is likely to be unfair and unenforceable, so your terms should not try to remove those rights.
18. Events Outside Our Control
We are not responsible for delays or failure to perform caused by events outside our reasonable control, including severe weather, transport disruption, strikes, supply chain failures, internet outages, or government action.
If such an event happens, we will try to minimise the effect and resume performance as soon as reasonably possible.
19. Privacy and Cookies
Your use of our website is also governed by our:
These explain how we collect and use your personal information.
20. Complaints
If you have a complaint, please contact us using the contact details above and we will try to resolve it as quickly as possible.
If you are a UK consumer, your statutory rights are not affected.
21. Changes to These Terms
We may update these Terms from time to time.
The version displayed on our website at the time you place your order will apply to that order.
22. Governing Law
These Terms are governed by the law of England and Wales, unless you live in another part of the UK, in which case you may also have the protection of the mandatory laws of that part of the UK.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, unless consumer law allows you to bring proceedings in the courts of the part of the UK where you live.