Terms of service

Last updated: 13 September 2026

These Terms & Conditions explain the rules for using TheSafeHive website and the terms that apply when you purchase products from us.

Please read them carefully before using our website or placing an order.

Nothing in these Terms affects your statutory rights as a consumer.

At a Glance

When you shop with TheSafeHive:

  • TheSafeHive is the retailer and contracting seller of products purchased directly through our website unless we clearly state otherwise.
  • Product information and TheSafeHive review information are intended to provide additional context, but you should always read and follow the physical product label, warnings and directions.
  • TheSafeHive review or verification status is not regulatory approval, medical advice or a guarantee that a product is risk-free or suitable for everyone.
  • For most online purchases, consumers have a legal right to cancel within 14 days of receiving the goods, subject to legal exceptions.
  • For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods unless we state otherwise.
  • Your statutory rights remain available if a product is faulty, damaged, unsafe, misdescribed or otherwise does not comply with the law.

This summary is provided for convenience. The full Terms below apply.

1. Who We Are

TheSafeHive is an online retailer operated by the legal entity identified in Section 42.

Unless we expressly state otherwise, TheSafeHive is the retailer and contracting seller of products purchased through our website.

We purchase products for resale and sell them directly to customers. Purchasing a product through TheSafeHive does not normally create a sales contract between you and the product's manufacturer or brand.

We are not currently registered for VAT.

2. What These Terms Cover

These Terms apply to:

  • your use of TheSafeHive website;
  • customer accounts and website access;
  • products purchased through our website;
  • prices, payment and promotions;
  • delivery;
  • cancellations, returns and refunds;
  • product information;
  • TheSafeHive product reviews and verification information;
  • customer reviews and other user-submitted content;
  • product safety concerns;
  • product nominations and community submissions;
  • intellectual property;
  • website availability; and
  • our liability to you.

Additional terms or policies may apply to particular promotions, services or website features.

Where relevant, you should also read our:

  • Returns, Refunds & Product Integrity Policy;
  • Privacy Policy;
  • Cookie Policy; and
  • delivery information.

These are available on our website.

3. Using Our Website

You may use TheSafeHive website for lawful personal and household purposes.

You must not use our website:

  • in breach of any applicable law or regulation;
  • fraudulently or deceptively;
  • to impersonate another person;
  • to interfere with, damage or disrupt the website;
  • to introduce malware, viruses or other harmful technology;
  • to attempt unauthorised access to our systems or data;
  • to scrape, harvest or systematically extract our website data without permission;
  • to submit unlawful, abusive, threatening, discriminatory or defamatory content;
  • to interfere with another person's use of the website; or
  • to manipulate ratings, reviews, promotions or website functionality.

We may reasonably restrict, suspend or terminate access where we believe the website is being misused or where this is necessary for security, fraud prevention, legal or operational reasons.

4. Customer Accounts

You may be able to use parts of our website without creating a customer account.

Where an account or sign-in feature is available, you are responsible for:

  • providing accurate information;
  • keeping your account information up to date;
  • protecting access to your account; and
  • notifying us if you believe your account has been accessed without permission.

We may suspend or restrict an account where we reasonably believe it is being used fraudulently, unlawfully or in breach of these Terms.

A customer account is not necessarily required for every website feature.

5. Product Information

We aim to provide product information that is clear, useful and accurate.

Information may be obtained from sources including:

  • the physical product and packaging;
  • manufacturers;
  • brands;
  • distributors or suppliers;
  • ingredient lists;
  • product documentation;
  • certification information;
  • publicly available information;
  • evidence supplied to TheSafeHive; and
  • other sources identified during our review process.

Product formulations, ingredients, packaging, claims, warnings, sizes, colours, textures, directions and other characteristics may change.

We therefore encourage you to check the product you receive before use.

If Website and Packaging Information Differ

Always follow safety warnings and directions provided on the physical product.

If you notice a material difference between information displayed on our website and the product or packaging you receive, particularly where the difference could affect safe or appropriate use, please contact us before using the product.

Nothing in this section limits your legal rights where goods are misdescribed or otherwise do not comply with your consumer rights.

Product Images

Product images are intended to help identify and represent the product.

Actual packaging, labelling, colour, size, finish or appearance may differ because of:

  • manufacturer packaging changes;
  • photography;
  • lighting;
  • screen settings;
  • formulation updates; or
  • branding updates.

We will not knowingly use an image that materially misrepresents the product being sold.

6. TheSafeHive Reviews and Verification

A core purpose of TheSafeHive is to provide additional evidence-led context about products.

Our review information should be understood within the limits explained below.

6.1 What a TheSafeHive Review Means

Where we review, assess, screen or assign a status to a product, that assessment reflects:

  • the evidence available to us;
  • the particular product or formulation reviewed;
  • the scope of our review methodology; and
  • the information available at the review date.

A TheSafeHive review is not:

  • regulatory approval;
  • approval by a government authority;
  • medical approval;
  • a medical diagnosis or recommendation;
  • a guarantee of product safety in every possible circumstance;
  • a guarantee that nobody will experience irritation, sensitivity or an allergic reaction;
  • a guarantee that a product is suitable for every person;
  • a substitute for the manufacturer's legal responsibilities; or
  • a substitute for reading and following the physical product label.

6.2 Review and Verification Statuses

TheSafeHive may use review statuses, verification tiers or labels such as:

  • Screened;
  • Risk-Assessed;
  • Lab-Informed;
  • In Review;
  • or other statuses explained in our methodology or on the relevant page.

A status means only what is stated in the applicable TheSafeHive methodology.

It does not mean that every possible characteristic, ingredient, manufacturing process or safety issue has been independently tested by TheSafeHive.

Where laboratory evidence is referenced, the relevant product page or methodology may explain the nature and source of that evidence.

A reference to laboratory information does not necessarily mean that TheSafeHive commissioned or performed the testing itself unless we expressly state that it did.

6.3 Evidence Sources

Our assessments may consider information such as:

  • ingredient or material information;
  • labels and packaging;
  • manufacturer documentation;
  • certifications;
  • supporting evidence for product claims;
  • regulatory information;
  • technical information;
  • publicly available evidence;
  • supplier information; and
  • laboratory information where relevant.

The availability, completeness and quality of evidence may vary between products.

6.4 Reviews Can Change

Manufacturers may change:

  • formulations;
  • ingredients;
  • suppliers;
  • packaging;
  • claims;
  • certifications;
  • manufacturing processes;
  • warnings; or
  • product specifications.

New evidence or regulatory information may also become available.

For these reasons, TheSafeHive may:

  • update a review;
  • change a review status;
  • place a product under review;
  • request further evidence;
  • suspend a status;
  • remove a status; or
  • remove a product from sale where appropriate.

The date and version of a review may therefore be important.

6.5 Verification Is Additional Information

TheSafeHive review information is intended to provide additional context to help customers make more informed purchasing decisions.

It does not replace the legal responsibilities of manufacturers, importers, distributors, Responsible Persons, suppliers or other relevant economic operators.

It also does not remove TheSafeHive's own legal responsibilities as a retailer.

7. Health, Allergy and Safety Information

Information provided on our website is for general informational purposes.

Unless expressly stated otherwise, it is not:

  • medical advice;
  • personalised allergy advice;
  • dermatological advice;
  • a diagnosis;
  • a treatment recommendation;
  • a guarantee of suitability; or
  • a guarantee against irritation or adverse reaction.

Individual reactions can vary.

If you:

  • have known allergies or sensitivities;
  • have an existing medical condition;
  • are pregnant or breastfeeding;
  • are purchasing for a child;
  • are taking medication;
  • have previously experienced reactions to similar products; or
  • are unsure whether a product is appropriate for you,

you should seek appropriate professional advice where necessary.

Always read the product's ingredients, warnings and directions before use.

If you experience an unexpected or adverse reaction, stop using the product and seek appropriate medical advice where necessary.

Nothing in this section affects your rights if a product is faulty, unsafe, misdescribed or otherwise does not comply with the law.

8. Product Availability

All products are subject to availability.

We may refuse, limit, delay or cancel an order where reasonably necessary, including where:

  • an item is out of stock;
  • the product has been withdrawn;
  • we identify a product safety concern;
  • a recall or regulatory issue arises;
  • there is an obvious product, price, stock or website error;
  • payment has not been authorised;
  • we reasonably suspect fraud or misuse;
  • we cannot deliver to the address provided;
  • the order appears to be for unauthorised resale or abnormal commercial quantities; or
  • a supplier or regulatory issue prevents lawful fulfilment.

If we cancel an order after taking payment, we will refund the affected amount.

9. Personal Use and Order Limits

Unless agreed otherwise, products sold through TheSafeHive are intended for normal personal or household use.

We may reasonably restrict:

  • unusually large quantities;
  • repeated bulk orders;
  • suspected reseller activity;
  • fraudulent purchasing activity; or
  • attempts to circumvent purchase limits.

Any restrictions will be applied reasonably and will not affect your statutory consumer rights.

10. Prices and Mandatory Charges

Prices are displayed in pounds sterling unless we state otherwise.

We are not currently VAT registered and do not separately charge VAT.

If our VAT status changes, prices displayed to consumers will include VAT where required by law.

Delivery and Other Mandatory Charges

We aim to present prices transparently.

Where a mandatory charge can reasonably be calculated in advance, we will include it in the total price where required.

Where a mandatory delivery charge depends on information not yet available to us — for example:

  • delivery location;
  • order value;
  • parcel characteristics;
  • weight; or
  • delivery method,

we will provide information explaining the applicable charge or how it is calculated before you commit to the purchase.

Optional premium delivery services may be shown separately.

The final amount payable will be displayed before you submit your order.

11. Pricing Errors

We take reasonable steps to ensure prices are accurate.

If we identify an obvious pricing, discount, promotion or listing error before your order has been accepted, we may:

  • contact you and offer the product at the correct price; or
  • cancel the affected item.

If you have already paid for an item that we do not accept, we will refund the relevant amount.

If the correct price is lower than the amount you were charged, we will refund or correct the difference where appropriate.

Displaying a product or price on our website does not require us to accept an order where there is a clear and obvious pricing error.

12. Placing an Order

When you submit an order, you are offering to purchase the products in your basket.

We may send an order acknowledgement confirming that we have received the order.

An order acknowledgement does not mean that your order has been accepted.

Your order is accepted and a contract is formed when we send you a dispatch confirmation for the relevant product.

If an order is dispatched in separate parcels, separate dispatch confirmations may create separate contracts for the products identified in each confirmation.

Before acceptance, we may reject or cancel an order where permitted by these Terms or by law.

13. Order Confirmation and Contract Information

We will provide relevant order and contractual information in a form that you can retain, such as by email or another durable electronic format.

You should retain:

  • your order confirmation;
  • dispatch confirmation;
  • payment confirmation;
  • relevant product information; and
  • applicable Terms and policies.

The Terms applying to your purchase are normally those in force when your order is accepted.

14. Payment

You must pay:

  • the price of the products;
  • applicable delivery charges; and
  • any other charges clearly disclosed before purchase.

Payment may be authorised or collected when the order is placed or shortly afterwards.

Taking payment does not necessarily mean we have accepted your order.

If an order is rejected or cancelled after payment has been taken, we will refund the relevant amount.

You must only use a payment method that you are authorised to use.

We may delay or reject an order where:

  • payment fails;
  • payment is reversed;
  • fraud checks identify a reasonable concern; or
  • the payment appears unauthorised.

15. Delivery

Available delivery services, estimated timeframes, restrictions and charges will be displayed during the purchasing process where applicable.

Delivery dates and timeframes are estimates unless we expressly state that a date is guaranteed.

Where no delivery date has been agreed, we will deliver without undue delay and within the period required by applicable consumer law.

We may use third-party delivery providers.

Your Delivery Information

You are responsible for providing a complete and accurate delivery address.

Please check your address carefully before submitting your order.

If you notice an error, contact us as soon as possible using the details in Section 42.

Failed or Returned Deliveries

Where a parcel is returned because:

  • an incorrect address was provided;
  • delivery was refused without legal justification;
  • the parcel was not collected; or
  • delivery could not reasonably be completed,

we may contact you to arrange redelivery or cancellation.

Any deduction or additional delivery charge will only be made where permitted by law and properly disclosed.

16. Risk and Ownership

Products become your responsibility when they are delivered to:

  • you;
  • a person you nominate to receive them; or
  • a carrier independently commissioned by you and not offered or arranged by us.

Ownership passes once we have received full payment and the goods have been supplied to you, subject to applicable law.

17. Your Legal Right to Cancel

For most goods purchased online, consumers have a legal right to cancel without giving a reason.

The cancellation period is generally 14 days.

For a normal order containing one delivery, the period begins the day after you, or a person nominated by you, receives the goods.

Where products from the same order are delivered separately, the cancellation period may begin the day after the final relevant item is received.

How to Cancel

You must clearly tell us that you wish to cancel.

You may do this by emailing us or contacting us using the details in Section 42.

Where an online cancellation or returns process is available on our website, you may also use that process.

You do not need to complete a cancellation form or use specific wording.

Any clear statement communicating your decision to cancel is sufficient.

Where possible, include your name, order number and the product or products concerned so that we can identify the order quickly.

18. Exceptions to Change-of-Mind Cancellation

Certain products are excluded from the legal change-of-mind cancellation right where an applicable legal exception applies.

Examples may include:

  • goods made to your specifications or clearly personalised;
  • goods liable to deteriorate or expire rapidly;
  • goods that have become inseparably mixed with other items after delivery;
  • certain sealed goods which are not suitable for return for health-protection or hygiene reasons where the relevant seal has been broken after delivery; and
  • other goods or services specifically excluded by applicable consumer law.

Hygiene-Sensitive Goods

We do not treat every skincare, personal-care, cosmetic or household product as automatically non-returnable merely because its outer packaging has been opened.

Where the legal hygiene exception applies, the cancellation right may be lost if a genuine:

  • hygiene seal;
  • protective seal;
  • tamper-evident seal; or
  • equivalent safety protection

has been broken after delivery and the product is genuinely unsuitable for return for health-protection or hygiene reasons.

Simply opening the delivery parcel does not, by itself, remove your legal cancellation rights.

These exceptions do not affect your rights where goods are faulty, damaged, unsafe, misdescribed or otherwise do not conform to the contract.

19. Returning Goods After Cancellation

After telling us that you wish to cancel an eligible order, you must normally return the goods without undue delay and within 14 days of notifying us.

Return Instructions

Please use our online returns process where available or contact us using the details in Section 42.

We will provide the applicable return instructions and return destination.

Do not send goods to our registered office unless our return instructions specifically tell you to do so.

Our operational returns address may differ from our registered office.

Change-of-Mind Return Postage

For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods, unless:

  • we expressly agree to cover that cost;
  • we provide a prepaid return service stating otherwise; or
  • applicable law requires us to pay it.

This does not apply in the same way where goods are faulty, damaged, unsafe, misdescribed or otherwise fail to meet your legal rights.

Packaging and Proof of Return

You should:

  • package returned products appropriately;
  • follow any reasonable return instructions; and
  • retain proof of postage or tracking.

You remain responsible for taking reasonable care of goods while they are in your possession.

20. Refunds Following Cancellation

Where you validly exercise your legal cancellation right, we will refund amounts required by law.

This normally includes:

  • the price paid for the eligible returned goods; and
  • the cost of our least expensive standard delivery option, where the law requires this.

If you chose a more expensive delivery method, we are not normally required to refund the difference between that premium service and our standard delivery charge.

Refund Timing

We will process the refund within the period required by law.

For returned goods, this will normally be no later than 14 days after the earliest applicable point permitted by law, such as:

  • the day we receive the goods back; or
  • the day you provide appropriate evidence that you returned them.

Reduced Value

We may make a lawful deduction where the value of goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.

We will not impose an arbitrary restocking or cancellation fee for exercising your statutory cancellation right.

Refunds will normally be made using the original payment method unless another lawful method is agreed.

21. Our Voluntary Returns Policy

We may offer return rights in addition to your statutory rights.

Our current additional return arrangements are explained in our Returns, Refunds & Product Integrity Policy.

Where a voluntary return policy requires products to be:

  • unused;
  • unopened;
  • complete;
  • in original packaging; or
  • in resaleable condition,

those requirements apply to the voluntary policy only and do not remove rights provided by law.

22. Faulty, Damaged, Unsafe or Misdescribed Products

We are responsible for supplying goods that meet your legal consumer rights.

Goods must, where applicable:

  • be as described;
  • be of satisfactory quality;
  • be fit for their intended or agreed purpose; and
  • comply with applicable law.

If you believe a product is:

  • faulty;
  • damaged;
  • unsafe;
  • misdescribed;
  • incomplete;
  • contaminated;
  • expired when it should not be;
  • materially different from what was ordered; or
  • otherwise non-compliant,

please contact us using the details in Section 42.

We may reasonably ask for information such as:

  • your order number;
  • product name;
  • photographs;
  • packaging information;
  • batch or lot number where available;
  • a description of the problem;
  • whether the product has been opened or used; and
  • other information reasonably required to investigate.

Depending on the circumstances and applicable law, you may be entitled to remedies including:

  • a refund;
  • replacement;
  • repair where appropriate;
  • price reduction; or
  • another statutory remedy.

We will not use these Terms to restrict rights given to you by consumer law.

23. Product Safety and Adverse Reactions

If you believe a product presents a safety issue or you experience an unexpected adverse reaction:

  1. stop using the product;
  2. seek appropriate medical advice where necessary; and
  3. contact us as soon as reasonably possible.

Our contact information is provided in Section 42.

We may ask for information including:

  • order number;
  • product name;
  • batch or lot number;
  • photographs of the product and packaging;
  • what happened;
  • when the product was used; and
  • information relevant to understanding the incident.

Please provide only information reasonably necessary for us to investigate the issue.

Where appropriate and lawful, relevant information may be shared with parties involved in investigating or responding to the issue, including:

  • the manufacturer;
  • brand;
  • supplier;
  • distributor;
  • insurer;
  • relevant Responsible Person;
  • Trading Standards;
  • product safety authorities; and
  • other competent regulators.

Personal information will be handled in accordance with our Privacy Policy and applicable data-protection law.

24. Recalls, Withdrawals and Safety Notices

Product safety is important to us.

Where we become aware of a relevant:

  • product recall;
  • product withdrawal;
  • safety alert;
  • formulation issue;
  • contamination concern;
  • labelling problem;
  • supplier issue;
  • regulatory issue; or
  • other material safety concern,

we may take appropriate action.

This may include:

  • contacting affected customers;
  • stopping sales;
  • removing a product from the website;
  • placing a listing under review;
  • cancelling unaccepted orders;
  • providing safety instructions;
  • arranging return, replacement or refund procedures; and
  • cooperating with manufacturers, suppliers and authorities.

Where we have sufficient information to identify affected products or batches, we may use order and traceability information to help identify customers who may be affected.

25. Customer Reviews

We may allow users to submit reviews, ratings, photographs, comments or other feedback about products.

Reviews may be available to customers who have not created a traditional website account, depending on the review functionality being used.

The ability to submit a review does not mean that every review is automatically published.

25.1 Genuine Experiences Only

Reviews must reflect a genuine experience or genuine opinion.

You must not submit:

  • fake reviews;
  • fabricated experiences;
  • reviews written by a bot or automated review service;
  • reviews purchased from another person;
  • reviews submitted to manipulate a rating;
  • misleading reviews;
  • reviews impersonating another person; or
  • reviews written on behalf of somebody else without appropriate authority.

You must not submit multiple deceptive reviews intended to artificially influence a product's rating or reputation.

25.2 Verified Purchases

Where our systems allow us to match a review to a genuine purchase, we may identify it as a Verified Purchase or use similar wording.

If a review is not labelled as verified, this does not necessarily mean it is fake. It may mean that we were unable to independently confirm the purchase through the information available to us.

We may ask for reasonable information to help verify whether a review reflects a genuine experience.

25.3 Incentivised Reviews

If you received:

  • a free product;
  • a discount;
  • loyalty points;
  • payment;
  • entry into a competition; or
  • another material benefit

in connection with providing a review, this must be clearly disclosed where applicable.

We may also add an appropriate disclosure or label.

You must not conceal an incentive in a way that could mislead other customers.

25.4 Review Moderation

We take reasonable and proportionate measures designed to prevent and remove fake or misleading review content.

We may reject, investigate, restrict, remove or disable content where we reasonably believe that it:

  • is fake or misleading;
  • conceals an incentive;
  • violates these Terms;
  • contains unlawful material;
  • contains threats, harassment or discriminatory abuse;
  • contains defamatory content;
  • includes another person's personal information without permission;
  • infringes intellectual property;
  • contains spam or unrelated advertising;
  • includes dangerous or irresponsible product-use instructions;
  • makes unlawful or misleading medical or treatment claims; or
  • appears to originate from automated or organised fake-review activity.

We will not remove or suppress a genuine review merely because it is negative or critical.

Where limited technical, formatting or privacy-related editing is reasonably necessary, we will not intentionally change the substantive meaning or sentiment of a genuine review.

25.5 Review Ratings and Summaries

Where we display aggregated ratings, review counts or summaries, we aim not to manipulate that information in a way that materially misrepresents genuine consumer reviews.

25.6 Licence to Display Submitted Content

By submitting content for publication, you give TheSafeHive, operated by the legal entity identified in Section 42, a non-exclusive, worldwide, royalty-free licence to:

  • host;
  • reproduce;
  • display;
  • format;
  • publish; and
  • distribute

that content for purposes reasonably connected with TheSafeHive website, customer communication, moderation and marketing.

You retain ownership of rights you hold in your original content.

You confirm that you have the right to submit the content.

26. Product Nominations and Community Submissions

TheSafeHive may allow users to nominate products they would like us to review.

Submitting a nomination:

  • does not guarantee that we will review the product;
  • does not guarantee that the product will be listed;
  • does not imply that the nominated product is unsafe or problematic;
  • does not create an obligation for us to contact the manufacturer; and
  • does not create a contractual right to a particular outcome.

We may use nomination information to:

  • understand customer interest;
  • prioritise future research;
  • identify products for potential review; and
  • improve TheSafeHive services.

Do not include confidential information or unnecessary personal information in a nomination.

27. Promotions and Discount Codes

Promotions and discount codes may have additional conditions.

Unless a promotion states otherwise, it may:

  • be available for a limited period;
  • apply only to selected products or customers;
  • require a minimum order;
  • be limited to one use per customer;
  • have a maximum discount;
  • not be redeemable for cash;
  • not apply retrospectively;
  • not combine with other promotions; or
  • be withdrawn before an order is accepted where there has been error, fraud or misuse.

If promotion-specific terms conflict with these Terms, the promotion-specific conditions will apply to that promotion to the extent of the conflict.

Your statutory rights are unaffected.

28. Intellectual Property

Unless stated otherwise, intellectual property in TheSafeHive website and original TheSafeHive materials belongs to the company operating TheSafeHive, identified in Section 42, or is used under licence.

This may include:

  • TheSafeHive branding;
  • original written content;
  • product review methodology;
  • product review layouts;
  • graphics;
  • icons;
  • educational materials;
  • original photography;
  • databases;
  • website design;
  • software;
  • verification content; and
  • original product descriptions.

You may access and use the website for personal, non-commercial purposes.

Unless permitted by law or authorised by us, you must not systematically:

  • reproduce;
  • republish;
  • scrape;
  • extract;
  • commercially exploit;
  • redistribute;
  • modify; or
  • sell

our original content.

You must not systematically use our proprietary review data, verification content or databases to train, develop or operate competing artificial-intelligence, machine-learning, product-comparison or data-extraction services without our written permission.

This section does not give us ownership of third-party trade marks, brand names or manufacturer-owned materials.

29. Brands, Trade Marks and Third-Party Relationships

Brand names, product names, trade marks, logos and certification marks displayed on TheSafeHive may belong to their respective owners.

The presence of a product or brand on TheSafeHive does not necessarily mean that:

  • the brand operates TheSafeHive;
  • the brand sponsors TheSafeHive;
  • the brand endorses TheSafeHive;
  • the brand has approved our independent review; or
  • a formal commercial partnership exists.

Where a commercial relationship, sponsorship or other relevant connection exists and disclosure is required, we will aim to make that relationship clear.

30. Third-Party Websites and Services

Our website may link to or interact with services operated by third parties, such as:

  • payment providers;
  • delivery providers;
  • manufacturers;
  • certification bodies;
  • social-media platforms;
  • review providers; and
  • other external websites.

We do not control third-party websites.

Their own terms, privacy policies and practices may apply when you use them.

We are not responsible for third-party content or services where responsibility would not legally rest with us.

31. Website Availability

We aim to keep TheSafeHive website available and functioning correctly.

However, we do not guarantee uninterrupted or error-free access at all times.

We may:

  • update the website;
  • perform maintenance;
  • change features;
  • correct errors;
  • suspend functionality; or
  • remove outdated content.

Nothing in this section allows us to avoid obligations relating to orders that have already been accepted.

32. Our Liability to You

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, we do not exclude or limit liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation;
  • breach of statutory consumer rights;
  • goods that fail to meet legal requirements; or
  • any liability that cannot legally be excluded.

We are responsible for loss or damage that is a foreseeable consequence of our breach of contract or failure to use reasonable care and skill, where applicable.

Loss is foreseeable where it was obvious that it might happen or where both parties knew that it might happen when the contract was formed.

Personal Use

Unless agreed otherwise, our products and website are intended for consumers using them for personal and household purposes.

We are not responsible for purely commercial losses such as:

  • lost business profits;
  • business interruption; or
  • loss of commercial opportunity,

where the purchase was made as a consumer purchase and the law allows such losses to be excluded.

Product Misuse

To the extent permitted by law, we are not responsible for loss caused by:

  • deliberate product misuse;
  • ignoring clear safety warnings;
  • using a product in a way it was not reasonably intended to be used; or
  • failing to follow clear instructions,

to the extent that the customer's conduct caused or contributed to the loss.

Nothing in this section removes liability that legally remains with us.

33. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by events outside our reasonable control where the law permits this.

Examples may include:

  • severe weather;
  • widespread transport disruption;
  • postal or courier disruption;
  • strikes;
  • cyber incidents;
  • major system failures;
  • supplier disruption;
  • product recalls;
  • regulatory intervention; or
  • emergencies or disasters.

Where such an event affects an accepted order, we will take reasonable steps to reduce the impact and communicate with you where appropriate.

Your statutory rights remain unaffected.

34. Privacy and Personal Data

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

Depending on how you interact with us, information may relate to:

  • orders;
  • payments;
  • delivery;
  • customer service;
  • returns;
  • reviews;
  • product nominations;
  • complaints;
  • fraud prevention;
  • product safety; and
  • adverse-reaction or safety reports.

Information about a person's health can receive additional legal protection.

Where a customer voluntarily provides health-related information in connection with an adverse reaction or safety concern, we will handle that information in accordance with applicable data-protection requirements and our Privacy Policy.

Please read our Privacy Policy for further information.

35. Complaints

If you have a complaint, please contact us using the details in Section 42.

Please include, where relevant:

  • your name;
  • order number;
  • product;
  • contact details;
  • a clear explanation of the issue; and
  • any relevant supporting information.

We aim to acknowledge and investigate complaints promptly and provide a substantive response as soon as reasonably practicable.

Nothing in our complaints procedure affects your legal rights.

36. Changes to These Terms

We may update these Terms from time to time, for example because of:

  • changes to our services;
  • legal or regulatory developments;
  • changes to our review methodology;
  • operational changes; or
  • improvements to the website.

The Terms applying to a product order will normally be the Terms in force when that order is accepted.

Changes will not retrospectively remove rights relating to an already accepted order unless required by law.

The current version will be made available on our website together with its last-updated date.

37. If Part of These Terms Is Invalid

Each section of these Terms operates separately.

If a court or competent authority decides that a provision is unlawful, invalid or unenforceable, the remaining provisions will continue to apply.

38. No Waiver

If we do not immediately enforce a right or remedy under these Terms, this does not mean we have waived that right.

We may still enforce it later where legally permitted.

39. Language

These Terms and contracts formed through our website are provided in English.

Where we provide a translation, the English version will normally apply if there is an inconsistency, unless applicable law requires otherwise.

40. Governing Law and Courts

These Terms are governed by the laws of England and Wales, subject to mandatory consumer protections that apply where you live.

If you live in England or Wales, legal proceedings may be brought in the courts of England and Wales.

If you live in Scotland, you may bring legal proceedings in Scotland or England and Wales where applicable.

If you live in Northern Ireland, you may bring legal proceedings in Northern Ireland or England and Wales where applicable.

Nothing in this section removes mandatory rights available to you under the law of the part of the United Kingdom in which you live.

41. Before Placing an Order

Before completing your purchase, please check:

  • the product description;
  • product size or quantity;
  • ingredients or materials information available on the website;
  • relevant warnings and directions available before purchase;
  • TheSafeHive review information and its stated limitations;
  • the total product price;
  • applicable delivery charges;
  • delivery restrictions;
  • your delivery address;
  • these Terms & Conditions;
  • our Returns, Refunds & Product Integrity Policy; and
  • our Privacy Policy.

Once your product arrives, you should also read the physical product label, ingredient information, warnings and directions before use.

By submitting an order, you confirm that the information you have provided is accurate and that you are legally able to enter into the purchase.

42. Contact & Company Information

This section contains our legal entity and contact information so that these details do not need to be repeated throughout these Terms.

You can contact us about:

  • orders;
  • order cancellations;
  • returns and refunds;
  • delivery problems;
  • faulty or damaged products;
  • product safety concerns;
  • adverse reactions;
  • product information;
  • customer accounts;
  • reviews;
  • complaints; or
  • questions about these Terms.

Trading name: TheSafeHive
Legal entity: THESAFEHIVE LTD
Company number: 16830170
Registered in: England and Wales
Email: support@thesafehive.com
Website: thesafehive.com

Registered office:
124 City Road
London
England
EC1V 2NX

VAT status: We are not currently registered for VAT.

Important: Our registered office is our company address and is not our standard customer returns address.

Please contact us before sending returned goods. Where a return is required, we will provide the appropriate return instructions and, where applicable, the correct return address or return label.