Online Consumer Terms
Where to find information about us and our products
You can find everything you need to know about us, Reabrook Limited trading as Nielsen, and our products on our website, before you order.
When you buy from us you are agreeing that:
- We only accept orders when we’ve checked them.
- Sometimes we reject orders.
- We charge you when you order your product.
- We pass on increases in VAT.
- We’re not responsible for delays outside our control.
- Products can vary slightly from their pictures.
- If you bought online, you have a legal right to change your mind.
- You have rights if there is something wrong with your product.
- We can change products and these terms.
- We can withdraw products.
- We can end our contract with you.
- We don’t compensate you for all losses caused by us or our products.
- We use your personal data as set out in our Privacy Notice.
- You have several options for resolving disputes with us.
- Other important terms apply to our contract.
We only accept orders when we’ve checked them
We will contact you in writing (which may be by email) to confirm we’ve accepted your order.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you order and we pass on increases in VAT
We charge you for the products when you place your order with us.
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We’re not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team on: 01283 227282 or info@nielsen.co.uk to end the contract and receive a refund for any products you have paid for in advance, but not received.
Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device or its packaging may be slightly different.
We charge you if you don’t give us information we need
We charge you additional sums if you don’t give us information we’ve asked for about how we can access your property for delivery. For example, we might need to re-deliver on another vehicle.
If you bought online, you have a legal right to change your mind
For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
| Your legal rights |
| 14 days to change your mind, online sales only. |
| You pay costs of return |
You can’t change your mind about an order for products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them or, goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
To let us know you want to change your mind, please contact the returns form available at https://www.nielsenretail.co.uk/get-in-touch/#returns or contact our Customer Service Team on: 01283 227282 or info@nielsen.co.uk.
You have to return the product at your own cost within 14 days of you telling us you have changed your mind. You must send the product back to us, using an established delivery service and you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.
We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: 01283 227282 or info@nielsen.co.uk can advise you on whether we’re likely to reduce your refund.
We will refund you within 14 days of receiving the products back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team on: 01283 227282 or info@nielsen.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember that you have several options for resolving disputes with us.
| Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: Up to 30 days: if your goods are faulty, then you can get a refund. Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. |
We can change products and these terms
Changes we can always make. We can always change a product:
- to reflect changes in relevant laws and regulatory requirements; and
- to make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.
We can also make the following changes to the product or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team on: 01283 227282 or info@nielsen.co.uk to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but not received:
We can withdraw products
We can stop providing a product. We will let you know if this is the case refund any sums you’ve paid in advance for products which won’t be provided.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
- you don’t make any payment to us when it’s due;
- you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or
- you don’t, within a reasonable time, allow us to deliver the product to you.
We don’t compensate you for all losses caused by us or our products
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
- Avoidable. Something you could have avoided by taking reasonable action.
- A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice available on our website.
You have several options for resolving disputes with us
Our Customer Service Team: 01283 227282 or info@nielsen.co.uk will do their best to resolve any problems you have with us or our products as per our complaints policy (a copy of which can be made available upon request).
These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team on: 01283 227282 or info@nielsen.co.uk to end the contract within 7 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.
You can only transfer your contract with us to someone else if we agree to this. We may not agree and if we don’t, we will provide you with our reasons for objecting.
This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
