BigGreenSmile.com - Terms and Conditions

Terms and Conditions

Welcome to BigGreenSmile.com. BigGreenSmile.com is a trading name of Big Green Smile Europe BV a wholly owned subsidiary of Big Green Smile Ltd, UK registered company 05730015.

This page was last updated on 29th March 2020.

The following are general terms and conditions of BigGreenSmile.com and govern the use of the site.

  1. Privacy

    BigGreenSmile.com is committed to protecting your privacy. Please see our privacy policy for details.

  2. Security

    For orders through the shop, we work to protect the security of your personal and payment information during transmission by using Secure Sockets Layer (SSL) software, which encrypts the information you input.

  3. Payments

    Payments may be made either by credit card, debit card or using Paypal. Transactions are made through a secure payment gateway operated by Checkout (for card payments) or by Paypal. At no time does any employee of this website have access to your credit card details. Your credit card details are not stored or recorded by BigGreenSmile.com.

  4. Terms of Sale

    Should you purchase any goods from BigGreenSmile.com you will be contracting with BigGreenSmile.com on the terms outlined below and not with any third parties. Please read these terms and conditions carefully. If you do not agree with the Sales Terms, do not order any goods from this shop.

    1. Stock Availability – items in BigGreenSmile.com are normally available for dispatch the same day of ordering if ordered before midday or next day if ordered after midday Monday - Friday. If any item you have chosen is unavailable, BigGreenSmile.com will contact you via phone or your email address and set out the options that are available to you. 

      Items out of stock when ordering - if you order out of stock items you will be informed on the shopping basket page. If items are out of stock your whole order will be delayed until those items are booked into our warehouse. If you want to receive an ETA for the despatch of your order, please contact our customer service team and quote your order number. Orders will only be sent when out of stock items are available, we are unable to send orders separately, but we can refund any out of stock items if you do not wish to wait.

    2. BigGreenSmile.com retains the right to suspend supply of goods displayed if it is out of stock or for general site maintenance and may do this without warning or notice. BigGreenSmile.com also retains the right to change prices without notice or warning. Current prices of all goods are clearly marked on the product page and these are inclusive of VAT (if applicable).

    3. Once you have placed an order with BigGreenSmile.com you will receive an email confirming receipt of your order and a further email confirming dispatch of your order. The email confirming dispatch of your order represents acceptance by us of your order.

    4. Refunds are made by the same method used to make the initial order.

    5. Promotions, discount codes and special offers. BigGreenSmile.com may offer discount codes, special offers and promotions from time to time and may terminate these offers without prior notice. Receipt of a discount code does not provide a guarantee that the code will be accepted once the discount period has expired. Discount codes do not apply to items covered by a promotion or to which a discount has already been applied. This includes promotional items added to the basket at no charge to the customer. Promotional items must be ordered prior to the end of a promotion in order to take advantage of any discounts attached.

    6. Deliveries – full details of deliveries can be found here. If your order is damaged during delivery please contact us to report the problem.

    7. Returns – we want you to be completely satisfied with all of your purchases from BigGreenSmile.com. If you are not completely happy with your product then let us know and you can return the item if you contact us within 60 days. Returned items should be sent complete with their original packaging and a note of your order number, reason for return and wish for either a refund or replacement. If the item has been opened we are unable to provide a refund and a voucher code will be issued.

      We will provide a returns label unless products are 5L or over. In these cases, unless products are faulty, customers are responsible for organising the return themselves to the warehouse in Belgium.

      We cannot accept returns as a result of deliveries being delayed or late.

    8. Cancellation – you have a legal right to cancel your order within 14 days of the date of receipt of your goods, as long as the goods are returned to us unused and as new together with their original packaging. Please also include a note of your order number and request for a refund.

    9. Force majeure – we will not be held responsible for failure or delay in the carrying out of our obligations under the contract arising out of any cause outside our reasonable control or by inability to procure materials or articles except at higher prices due to any such cause and in such circumstances we shall be entitled by notice to terminate the contract in whole or in part without incurring any liability to you.

    10. Customs duties and local taxes. For delivery outside the European Union, you may be subject to import duties and taxes which are levied once the package reaches the destination country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

  5. Samples

    Please read these terms before ordering any samples from us.

    1. Samples will only be provided with orders for £10 or more of products, before shipping is added. No more than 2 samples can be requested with any order.

    2. Samples are provided subject to availability. Should we run out of stock of a sample we will delete it from your order and there will be no right to a replacement. Should a sample be missed out of an order, there will be no right to a replacement.

    3. Samples must be requested before payment is made. Samples cannot be added after an order is placed.

    4. We do not accept returns of samples.

    5. During busy periods, we reserve the right to temporarily suspend the sending of samples.

  6. Competitions

    The following rules are applicable to all competitions conducted by or on behalf of BigGreenSmile BVBA until further notice or until amended.

    1. By entering the competition, entrants (or voters for a particular entrant) together with any other member of the public involved (all such persons being referred to as 'entrant') hereby agree to be bound by these rules as amended from time to time, and by any competition instructions.

    2. It is the responsibility of entrants to keep themselves informed as to any updates of these rules, and they acknowledge that any failure to comply with these rules could lead to their disqualification without reasons being given or opportunity for challenge.

    3. On completing and submitting a competition, you will automatically be entered into a draw for one of the prizes. No correspondence will be entered into and the winners will be notified by post or email within 28 days of the closing date.

    4. The competition is not open to employees of BigGreenSmile BVBA or participating companies. No cash alternative will be offered. The prize (s) described are available at the date of publication. Events may occur that render the promotion or the awarding of the prize impossible due to reasons beyond the control of BigGreenSmile Ltd , which may at its discretion vary or amend the promotion and the reader agrees that no liability shall be attached to BigGreenSmile Ltd as a result thereof.

    5. Proof of emailing will not be accepted as proof of delivery and no responsibility can be accepted for entries lost, delayed, mislaid or for any technical failure or for any event which may cause the competition to be disrupted or corrupted.

    6. Unless otherwise stated, entry to all competitions is restricted to entrants of 18 years of age or over.

    7. The decision of BigGreenSmile BVBA is final and it is a condition of entry to any competition that the entrant agrees to be bound by these rules whether they be published or not, and that the decisions of the judges on any matter whatsoever arising out of or connected with the competition are final.

    8. No purchase is necessary and no more than one entry per household.

    9. Competitions open to UK residents only, unless otherwise stated.

    10. You have 14 days to confirm acceptance of your prize, if we haven't heard from you then we have the right to pick another winner. 

  7. BigGreenSavings voucher scheme

    1. Each account holder must be aged 18 and over and have a valid email address.

    2. Each account holder is entitled to one BigGreenSmile account only.

    3. Account holders must open up an account with us to be eligible for participation in the voucher scheme. Account holders will be informed of new vouchers by email every month.

    4. Account holders must activate the voucher to claim the discount.

    5. Account holders must keep BigGreenSmile informed of any changes to their personal details. BigGreenSmile cannot be held responsible for any loss of vouchers incurred as a result of an out of date or incorrect email address.

    6. We reserve the right to change or withdraw any benefits of the Programme or suspend or terminate the Programme at any time at our sole discretion without warning.

    7. The scheme is only for personal and consumer use. BigGreenSavings may not be used for any business transaction or purpose.

    8. Vouchers can not be bought, sold, transferred or traded.

    9. BigGreenSmile may decline to issue vouchers or withdraw or cancel accounts, or remove a member from the scheme at any time. BGS reserves the right to refuse, merge or close additional accounts at any time.

    10. Vouchers are valid during the month of issue and can be redeemed against a single purchase of that product.

    11. Vouchers cannot be reused or reissued beyond the voucher expiry date.

    12. Each voucher must be activated by the account holder through the online account area in order to be redeemed.

    13. Each voucher can only be redeemed once. If an order that qualifies for a voucher is cancelled, refunded or not completed, or if we suspect misconduct, vouchers can be refused at our discretion.

    14. Discounts can't be applied to items covered by a promotion or voucher. Promotions can't be applied to items covered by an activated voucher.

    15. Vouchers are generated based on account holders shopping behaviour, they can not be pre-selected by the member.

  8. Ratings & Reviews

    1. By submitting any content to BigGreenSmile, you represent and warrant that:
      1. you are the sole author and owner of the intellectual property rights thereto;
      2. all 'moral rights' that you may have in such content have been voluntarily waived by you;
      3. all content that you post is accurate;
      4. you are at least 18 years old;
      5. and that use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.

    2. You further agree and warrant that you shall not submit any content:
      1. that is known by you to be false, inaccurate or misleading;
      2. that incites violence;
      3. that infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
      4. that violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
      5. that is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
      6. for which you were compensated or granted any consideration by any third party;
      7. that includes any information that references other websites, addresses, email addresses, contact information or phone numbers; You agree to indemnify BigGreenSmile (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable legal fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

    3. For any content that you submit, you grant BigGreenSmile perpetual, irrevocable, royalty-free, transferable right and license to use, copy, delete in its entirety, publish, translate, and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

    4. All content that you submit may be used at BigGreenSmile sole discretion. BigGreenSmile reserves the right to condense or delete any content on its website that BigGreenSmile deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. BigGreenSmile does not guarantee that you will have any recourse through to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, BigGreenSmile reserves the right to remove or to refuse to post any submission for any reason. You acknowledge that you, not BigGreenSmile, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of BigGreenSmile, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

    5. By submitting your email address in connection with your rating and review, you agree that BigGreenSmile and its third party service providers may use your email address to contact you about the status of your review and other administrative purposes.

    6. BigGreenSmile does not allow the contents of ratings and reviews comments to be used by third-party suppliers without our prior consent.

    7. The following is not acceptable on this site (these are not exclusive):
      1. inappropriate or unsafe advice
      2. disparaging reference to a product, company, or institution
      3. reviews which, in the moderators view contains vulgar, offensive, sexually orientated, racist or abusive language;
      4. reviews which appear to be blatant advertisements;
      5. reviews which cause offence or distress to anyone reading them (including where users have reported abuse on a post and our moderation team uphold the abuse report);
      6. reviews which contain personal details such as e-mail address, postal address or telephone number;
      7. reviews which contain price information which is misleading;
      8. reviews which are posted with a username that could be deemed offensive;

If users do not adhere to these guidelines we may delete their posts. BigGreenSmile reserves the right to delete any message or rating and review displayed on BigGreenSmile at any time, for any reason without notice.

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