Terms of service

Overview

Welcome to Su-luna. "We", "us" and "our" refer to HH-HAQS LTD, a company registered in England and Wales under company number 16774162, whose registered office is at 13 Fitchet Close, Crawley, RH11 7PY, trading as Su-luna.

We operate this store and website, including all related information, content, features, tools, products and services (the "Services"). Su-luna is powered by Shopify Inc., Shopify Commerce Singapore Pte. Ltd or Shopify International Limited, which enables us to provide the Services to you.

These Terms of Service, together with any policies referenced in them, describe your rights and responsibilities when you use the Services. Please read them carefully.

By visiting, interacting with or using our Services you agree to be bound by these Terms and our Privacy Policy. Nothing in these Terms limits any rights you have under UK consumer protection law, and where any part of these Terms conflicts with those rights, those rights apply.

1. Access and account

By agreeing to these Terms you confirm that you are at least 18 years old, and that you consent to any minor dependents using the Services on devices you own or manage.

To use the Services you may be asked to provide information such as your email address and billing, payment and delivery details. You confirm that the information you give us is correct, current and complete. You are responsible for keeping your account credentials secure and for activity on your account. You may not transfer, sell or assign your account to anyone else.

2. Our products

We make every effort to represent our products accurately. Please note that colours and appearance may differ from how they look on your screen depending on your device and its settings.

Product descriptions may change at any time. We may discontinue any product, and we may limit quantities offered to any person or region, on a case-by-case basis.

Product images are illustrative. Packaging, formulation and ingredient lists may be updated by our manufacturer — the packaging you receive is the definitive source for what is in your product.

3. About our products — cosmetics, not medicines

Our products are cosmetics. They are intended to cleanse, hydrate and care for the skin. They are not intended to diagnose, treat, cure or prevent any disease or medical condition, and nothing on our website, packaging, emails or social media should be read as a medical claim.

Nothing we publish is medical advice, and it is not a substitute for advice from your GP, pharmacist or dermatologist.

Please also note:

• Results vary between people. Skin differs, and we cannot promise a particular outcome.
• We recommend a patch test before using a new product, especially if your skin is sensitive or reactive. Apply a small amount to your inner forearm and leave it 24 hours.

• Read the ingredients before you buy. The full ingredients list for every product is on

its product page and on the packaging. If you have known allergies or sensitivities, please check it — our Refund Policy explains that opened products cannot be returned for hygiene reasons.

• If a product irritates your skin, stop using it. Seek medical advice if a reaction is severe or does not settle, and tell us so we can help.

• **If you are pregnant or breastfeeding, have a skin condition, or use prescription skincare**, please speak to a healthcare professional before changing your routine.

4. Orders

When you place an order you are making an offer to buy, and you authorise us and our payment processors to charge your chosen payment method for the total.

We will send you an order confirmation email, but that email only acknowledges that we have received your order — it does not create a contract. The contract between us is formed when we email you to confirm your order has been dispatched.

We may decline an order where a product is unavailable, where we have identified a pricing or description error, where we cannot authorise your payment, or where we reasonably suspect fraud or misuse of a discount code. If we decline, change or cancel an order we will try to contact you using the email address, billing address or phone number you gave us, and we will refund any payment taken in full.

You have a legal right to cancel most orders within 14 days of receiving them. How that works, and the limited cases where it does not apply, are set out in our Refund Policy.

You confirm that your purchases are for your own personal or household use, and not for commercial resale or export.

5. Prices and billing

Prices are shown in pounds sterling (GBP) and include UK VAT where applicable. Delivery costs are shown separately at checkout before you pay.

The price charged will be the price in effect when you place your order, as set out in your order confirmation email. Prices, discounts and promotions may change at any time, but changes will not affect an order we have already confirmed as dispatched.

You agree to provide current, complete and accurate payment and account information, and to keep it up to date. You confirm that you are authorised to use the payment method you provide, that the details you give are correct, and that you will pay the charges incurred at the posted prices, including delivery and any applicable taxes.

We may run promotions governed by their own terms. Where those conflict with these Terms, the promotion terms apply to that promotion.

6. Discount codes

• Only one discount code can be used per order. Codes do not combine with each other.
• Codes apply to product prices, not delivery charges, unless we say otherwise.
• Each code may have its own conditions, expiry date or minimum spend, which we will state when we issue it.

• Codes are personal to you. They may not be sold, transferred or published, and we may cancel a code or an order where we reasonably believe a code has been misused.

• We may withdraw or change a promotion at any time, but not for orders already placed.

7. Subscriptions

Where a product is offered on subscription:

• You choose the delivery frequency at checkout, and we will charge and dispatch on that schedule until you cancel.

• The price and frequency are confirmed to you by email when you start, and shown in your account.

• You can cancel at any time, with no fee and no minimum term, by emailing info@su-luna.com. Cancel before your next renewal date to avoid being charged for it.

• If we need to change the price, we will give you at least 30 days' notice by email before it takes effect, and you are free to cancel in that time.

• If a renewal payment fails we will try again and let you know. If it cannot be collected we may pause or cancel the subscription.

Subscription orders are covered by the same Refund Policy as one-off orders.

8. Delivery

We deliver to the address you give us at checkout. Delivery times and costs are set out in our Shipping Policy.

All delivery times are estimates. We are not liable for delays caused by carriers, customs processing or other events outside our reasonable control.

Your order remains our responsibility until it is delivered to you. Risk passes to you once you, or someone at the address you gave us, takes physical possession of the goods. If your order does not arrive, or arrives damaged, tell us and we will put it right — see our Refund Policy.

9. Returns and refunds

Returns, refunds, cancellations and faulty goods are covered by our Refund Policy, which forms part of these Terms. Nothing in it limits your statutory rights.

10. Intellectual property

Our Services — including trademarks, brands, text, images, graphics, reviews, video and audio — are owned by Su-luna, its affiliates or licensors, and are protected by UK and international trademark, copyright and other intellectual property laws. Product listings are managed and owned by Su-luna.

Buying a product does not transfer any intellectual property rights in it, its design or its packaging. These Terms permit you to use the Services for personal, non-commercial purposes only. You must not reproduce, distribute, modify, create derivative works of, publicly display, republish or transmit material from the Services without our written consent.

You are welcome to share our content on social media with credit.

Su-luna's names, logos, product names, designs and slogans are our trademarks and may not be used without our written permission. Shopify's name, logo and marks are trademarks of Shopify. All other marks on the Services belong to their respective owners.

11. Optional tools

You may be given access to third-party tools through the Services, which we neither monitor nor control. These are provided "as is" and without endorsement. Using them is at your own discretion, and you should make sure you are familiar with the terms on which the relevant third party provides them. New features and tools released in future form part of the Services and are subject to these Terms.

12. Third-party links

The Services may contain links to websites operated by third parties. We are not responsible for the content or accuracy of third-party materials or websites. If you leave the Services to access them, you do so at your own risk. Please review the third party's own policies before transacting with them, and direct any complaints about their products or services to them.

13. Relationship with Shopify

Su-luna is powered by Shopify, which enables us to provide the Services. When you use the Services, your device communicates with Shopify's systems. Section 14 explains how Shopify processes information from those interactions.

Any sales and purchases you make are made directly with Su-luna. Shopify is not responsible for any aspect of a sale between you and us.

14. Privacy

Our Privacy Policy explains how we collect, use and disclose personal information. Because the Services are hosted by Shopify, Shopify also collects, uses, processes and stores personal information about your access to and use of the Services, including transaction information. Shopify may use this to provide, secure and improve the Services, process transactions and help prevent fraud. This information may be shared with Shopify and third parties who may be located outside the UK. See our Privacy Policy and Shopify's privacy policy for details.

15. Reviews and anything you submit

If you leave a review or send us a photo, comment or other content ("Feedback"):

• It must be your own genuine experience of a product you actually bought from us.
• You grant us a worldwide, royalty-free licence to use, reproduce, publish and display it in any medium, including commercially, with your first name or initials.

• You confirm you own the rights to it, and that you have disclosed any compensation or incentive you received for submitting it.

• It must not be unlawful, offensive, defamatory, obscene, or infringe anyone's rights, and must not contain malicious code.

• You must not use a false email address or pretend to be someone else.

We may, but are not obliged to, monitor, edit or remove Feedback. We are under no obligation to keep Feedback confidential, to pay for it, or to respond to it.

We do not write, commission, buy or incentivise fake reviews, and we do not edit reviews to change their meaning. We may decline to publish or may remove content that is not from a genuine customer or that makes a medical claim.

16. Errors, inaccuracies and omissions

Occasionally there may be typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, delivery charges, transit times or availability. We may correct errors and change or update information, and may cancel orders where information was inaccurate, including after an order is submitted. If we cancel an order after payment has been taken, we will refund you in full.

17. Prohibited uses

17.1 You may use the Services for lawful purposes only. You may not use them, directly or indirectly: (a) for any unlawful or malicious purpose; (b) to break any applicable law or regulation; (c) to infringe our intellectual property rights or those of others; (d) to harass, abuse, insult, harm, defame, disparage or intimidate anyone; (e) to transmit false or misleading information; (f) to upload or re-use material that does not comply with these Terms; (g) to send spam, junk mail or similar solicitations; (h) to impersonate any person or entity; or (i) to engage in conduct that restricts anyone else's use of the Services or that may harm Su-luna, Shopify or other users.

17.2 You also agree not to: (a) upload viruses or malicious code; (b) reproduce, duplicate, copy, extract, sell or exploit any portion of the Services; (c) collect or track others' personal information; (d) spam, phish, pharm or pretext the Services; (e) use any robot, spider, scraper, data-extraction tool, AI tool or automated means to access the Services; or (f) interfere with, bypass or circumvent our security or access-control measures.

We may suspend or terminate your account if you breach this section.

18. Agents

18.1 This section applies if you use, allow or enable an Agent to access or interact with the Services. "Agent" means software or a service that takes autonomous or semi-autonomous action on behalf of a person, without direct supervision.

18.2 No Agent may access or interact with the Services unless it identifies itself and operates in accordance with 18.4 below, and no Agent may do so if we have asked it to refrain.

18.3 We may limit, including by technical means, whether and how any Agent accesses the Services.

18.4 Agents must: (a) identify themselves in all HTTP/HTTPS requests by including "Agent/[agent name]" in the user agent string; (b) not conceal that interactions come from an Agent, including by mimicking human behaviour or circumventing CAPTCHAs; (c) answer truthfully any prompt seeking to determine whether interactions come from a human; and (d) not circumvent any measure intended to control how Agents access the Services.

19. Termination

We may terminate this agreement or your access to the Services at any time, and you will remain liable for amounts due up to the date of termination. The following sections survive termination: Intellectual property, Reviews and anything you submit, Termination, Our responsibility to you, Severability, Waiver and entire agreement, Assignment, Governing law, Privacy, and any other provision that by its nature should survive.

20. Information on our website

Information presented through the Services is provided for general information purposes. We do not warrant that general informational content is complete or always up to date, and any reliance you place on it is at your own risk.

This section applies to general information only. It does not affect the products you buy from us, which are covered by section 21 and by your statutory rights.

21. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these Terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious that it will happen, or if we both knew it might when you ordered.

We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• your statutory rights under the Consumer Rights Act 2015, including the right to receive goods that are of satisfactory quality, fit for purpose and as described;

• defective products under the Consumer Protection Act 1987.

We supply our products for domestic and private use. If you use them for any commercial or business purpose, we will not be liable to you for loss of profit, loss of business, business interruption or loss of business opportunity.

22. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control — including carrier or customs delays, natural disasters, severe weather, labour disputes, supply shortages, utility or telecommunications outages, cyber incidents or government action. If one happens we will let you know and, where the delay is substantial, you may cancel and receive a full refund for anything not yet delivered.

23. Complaints

Please email info@su-luna.com and tell us what has happened. We will acknowledge your complaint within two working days and aim to resolve it within 14 days. Your legal rights are not affected by our complaints process.

24. Severability

If any provision of these Terms is found unlawful, void or unenforceable, it will be severed and the remaining provisions will continue in force. Nothing in these Terms limits rights you have under consumer protection law that cannot be waived by contract, and where any part conflicts with those rights, those rights apply.

25. Waiver and entire agreement

Our failure to exercise or enforce any right or provision does not waive it. These Terms, together with any policies we post, form the entire agreement between you and us regarding the Services and supersede any earlier versions.

26. Assignment

You may not transfer or assign these Terms or your rights under them without our written consent. We may transfer or assign them, provided this does not affect your rights.

27. Governing law

These Terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your own courts. Nothing here removes any protection you have under the mandatory law of the country you live in.

28. Translations

These Terms may be made available in languages other than English. Where there is any inconsistency, the most current English version prevails.

29. Headings

Headings are for convenience only and do not affect these Terms.

30. Electronic communications

By using the Services or placing an order you agree that we may send you transactional and service-related communications electronically, including by email or notice on the Services. These may relate to your orders, account, returns, these Terms or other Services-related matters. Please keep your contact details current.

31. Changes to these Terms

You can review the current version of these Terms at any time on this page. We may update them by posting changes to our website. We will notify you of material changes in accordance with applicable law. The version that applies to your order is the one published when you placed it.

32. Contact

Questions about these Terms should be sent to info@su-luna.com.

HH-HAQS LTD, company number 16774162, registered in England and Wales. Registered office: 13 Fitchet Close, Crawley, RH11 7PY.