Last updated: 1 November 2026
These Terms & Conditions explain the rules that apply when you use the IWAIS website at iwais.co.uk or purchase products from us.
By placing an order with IWAIS, you agree to these terms. Other policies published on our website, including our Shipping Policy, Refund & Return Policy and Privacy Policy, also apply to your use of our services.
1. About these Terms
IWAIS operates iwais.co.uk and sells products through the website.
In these terms, “IWAIS”, “we”, “us” and “our” refer to IWAIS. “You” and “your” refer to the person using the Site or placing an order.
These terms apply to purchases made by consumers. If you are purchasing for a business or commercial purpose, some consumer-specific provisions may not apply to you. Nothing in these terms affects any rights you have under applicable consumer law.
2. Using our website
You may use the website for lawful purposes and in accordance with these terms.
You must not use the webite:
- For fraudulent or unlawful purposes;
- To interfere with the operation or security of the website;
- To introduce malicious software or other harmful material;
- To attempt to gain unauthorised access to our systems or another person’s information; or
- To copy, extract or commercially exploit website content without our permission.
We may make changes to the website from time to time, including adding, removing or updating products, features or content. We may also temporarily suspend access where reasonably necessary, for example for maintenance, security or technical reasons.
3. Products and product information
We make reasonable efforts to ensure that product descriptions, dimensions, photographs and other information on the website are accurate and useful.
Colours and appearance may vary between individual products and depending on your device or screen settings. Where products are handmade, vintage, natural or otherwise subject to variation, individual characteristics may also differ from photographs or descriptions.
If we discover a material error in a product description or price, we will take appropriate steps to correct it. Product availability is not guaranteed until your order has been accepted.
4. Placing an order
When you place an order through the website, you are making an offer to purchase the selected product(s).
After receiving your order, we will send an automated acknowledgement confirming that we have received it. This acknowledgement does not necessarily mean that your order has been accepted.
A contract between you and IWAIS is formed when we confirm that your order has been accepted and dispatched.
We may be unable to accept an order in circumstances such as:
- The product being unavailable;
- An obvious error in the product information or price;
- A payment not being successfully authorised;
- Suspected fraud or misuse; or
- Circumstances that prevent us from fulfilling the order.
If we cannot accept an order after you have paid, we will arrange an appropriate refund.
5. Prices and payment
Prices are displayed on the website at the time you place your order.
Unless stated otherwise, applicable taxes such as UK VAT will be included or identified as required by law. Any delivery charges or other additional costs applicable to your order will be shown before you complete the purchase.
We use third-party payment providers to process payments. Payment details are handled by the relevant payment provider rather than stored by IWAIS. You must provide accurate payment and billing information and confirm that you are authorised to use the payment method provided.
If a payment is declined or cannot be completed, we may be unable to accept or fulfil the order.
Pricing errors
We take reasonable care when setting and displaying prices. If we discover that a product has been listed at an obviously incorrect price, we will contact you before processing the order where reasonably possible.
You will then have the option of proceeding at the correct price or cancelling the affected order. If an order has already been accepted and the law requires us to honour it, nothing in this section limits your legal rights.
6. Promotions and discount codes
Promotional codes, discounts and other offers may be subject to additional conditions, which will be explained when the promotion is offered. Unless stated otherwise, promotional codes cannot be combined.
A promotional code may not be used in a way that is fraudulent, misleading or contrary to the conditions of the promotion. We reserve the right to refuse a discount where it has been obtained or used improperly.
7. Delivery
We provide delivery information, available delivery methods and applicable charges during the checkout process and/or through our Shipping Policy.
We aim to dispatch orders within the time frame stated on our Shipping Policy. Delivery estimates are provided in good faith but may vary depending on the destination, carrier, customs procedures and other circumstances outside our control.
Once an order has been dispatched, we may provide tracking information where the selected delivery service supports tracking.
If your order is delayed or appears to be lost, please contact us. We will work with you and, where appropriate, the relevant carrier to investigate the situation.
For international orders, the recipient may be responsible for customs duties, import taxes or other charges imposed by the destination country where applicable. Any such charges will depend on the destination and circumstances of the shipment.
Nothing in this section limits any delivery rights you have under applicable consumer law.
8. Returns, cancellations and refunds
Your rights to cancel an online purchase, return goods and receive a refund depend on the circumstances and the applicable law. Our Refund & Return Policy explains the practical process for requesting a return or refund, including any product-specific conditions.
Where the Consumer Contracts Regulations 2013 apply, eligible consumers generally have a statutory cancellation period for distance purchases. There are exceptions, including for certain types of goods and circumstances, so the statutory cancellation right will not apply to every product or order.
Separate statutory rights apply where goods are faulty, not as described or otherwise fail to meet the requirements of the Consumer Rights Act 2015.
Nothing in our Refund & Return Policy or these terms removes or restricts rights that cannot lawfully be excluded.
9. Faulty, damaged or incorrect goods
If you receive a product that is faulty, damaged, materially different from its description, or otherwise does not meet the standards required by law, please contact us as soon as reasonably possible.
Depending on the circumstances, we may arrange a replacement, refund or another appropriate remedy. Please provide photographs or other information where this would reasonably help us understand the problem, particularly where an item has arrived damaged.
You will not lose your statutory rights simply because you did not report an issue immediately, although contacting us promptly can help us investigate delivery or damage issues.
10. Ownership of Site content
Unless stated otherwise, the content appearing on the website belongs to IWAIS or is used by us with permission.
This includes, among other things:
- Written content;
- Product descriptions;
- Photographs;
- Illustrations;
- Graphics;
- Logos;
- Page designs; and
- Other original materials created for the website.
You may access and use the website for your own personal, non-commercial purposes. You must not reproduce, republish, modify, distribute, sell, scrape or commercially exploit our website content without our prior written permission, except where permitted by law.
Nothing in these terms gives you ownership of IWAIS’s intellectual property.
11. Your use of the Site
You are responsible for making sure that the information you provide to us is accurate and up to date. If you create an account, you should keep your login information secure and should not knowingly allow another person to use your account.
Please tell us promptly if you believe your account has been accessed without your permission. We may restrict or suspend access where we reasonably believe the website is being misused, used unlawfully, or subject to a security risk.
12. Our responsibility to you
We will provide our products and services with the care and responsibility required by applicable law. We do not guarantee that the website will always be available, uninterrupted or completely free from technical errors. We may need to suspend access temporarily for maintenance, security or other legitimate reasons.
Nothing in these terms excludes or limits liability where doing so would be unlawful.
In particular, nothing in these terms limits your statutory rights concerning goods that are faulty, unsafe, not as described or otherwise fail to meet applicable legal requirements.
We are not responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control, subject always to your statutory rights and any liability that cannot legally be excluded.
13. Events outside our control
Sometimes circumstances outside our reasonable control may affect our ability to provide the website or fulfil an order. Examples may include natural disasters, severe weather, industrial disputes, transport disruption, government action, customs restrictions, interruptions to utilities or telecommunications, or significant technical failures.
Where such circumstances occur, we will take reasonable steps to minimise their effect and will communicate with you where appropriate.
This section does not remove any rights you have under applicable consumer law.
14. Privacy
Our Privacy Policy explains how we collect and use personal information when you visit the website, place an order or otherwise interact with IWAIS. You can find our Privacy Policy here.
15. Changes to these Terms
We may update these terms from time to time, for example to reflect changes to our business, products, services or legal obligations. The version applicable to an order will generally be the version in force when that order is accepted.
Changes made after a purchase will not retrospectively alter the contractual terms that applied to an order unless we are required or permitted to do so by law.
The latest version will be published on the website together with its effective or update date.
16. If part of these Terms is not valid
If a court or other competent authority determines that a particular provision of these terms are invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
A failure by us to enforce a provision immediately does not mean that we have permanently waived our right to enforce it later.
17. Applicable law
These terms are governed by the laws of England and Wales. If you are a consumer, this does not prevent you from relying on mandatory consumer protections that apply in the country where you live where applicable.
Nothing in these terms prevents you from bringing proceedings in a court that has jurisdiction under applicable consumer law.
Contact
If you have a question about these terms, an order, or any of our policies, please contact: hello@iwais.co.uk
We will do our best to resolve questions or concerns promptly and fairly.