Terms of service

Overview

This website is operated by Liam Tench, trading as FindWell.

Throughout these Terms of Service, the terms “FindWell”, “we”, “us” and “our” refer to Liam Tench trading as FindWell.

FindWell provides this website, including its information, products, content, features and services, to you subject to these Terms of Service.

By visiting our website, browsing our products or placing an order, you agree to be bound by these Terms of Service together with our Privacy Policy, Returns & Refund Policy and Shipping Policy.

Please read these terms carefully before using the website or placing an order.

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

1. Our Details

Trading name: FindWell
Proprietor: Liam Tench
Business address: 22 Boston Street, Town End Farm, Sunderland, SR5 4QL, United Kingdom
Email: liam@findwell.shop
Website: findwell.shop

FindWell is operated as a sole trader business in England.

2. Using Our Website

You may use this website only for lawful personal and household purposes.

You must not:

Use the website for any unlawful or fraudulent purpose.
Attempt to gain unauthorised access to the website or its systems.
Introduce viruses, malicious software or harmful code.
Copy, reproduce or exploit our website content without permission.
Use automated systems to scrape or extract information from the website without our written consent.
Provide false, inaccurate or misleading information when placing an order.

We may suspend or restrict access to the website where reasonably necessary to protect FindWell, our customers or our service providers.

3. Product Information

We take reasonable care to ensure that product descriptions, photographs, dimensions, materials, colours and prices are accurate.

However:

Colours may appear slightly different depending on your screen and device settings.
Natural materials, handmade finishes and distressed products may show variations in colour, grain, texture or finish.
Dimensions and weights may be approximate.
Decorative accessories shown in lifestyle photographs are not included unless expressly stated.
Product packaging may differ from images shown.

These natural or minor variations are not normally considered faults.

Nothing in this section limits your rights where goods are faulty, not as described, unsatisfactory in quality or unfit for a purpose made known to us.

We may update product information or discontinue products without notice.

4. Product Availability

All products are subject to availability.

Although we make reasonable efforts to keep stock information accurate, an item may occasionally become unavailable after an order has been placed.

Where we cannot supply an item, we will contact you and provide an appropriate option, which may include:

Waiting for the item to return to stock.
Choosing an alternative product.
Cancelling the affected item for a full refund.

We will not substitute a product without your agreement.

5. Placing an Order

By placing an order, you confirm that:

You are legally capable of entering into a contract.
The information you provide is accurate and complete.
You are authorised to use the selected payment method.
The order is intended for personal or household use unless agreed otherwise.

After placing an order, you will normally receive an automated order acknowledgement.

This acknowledgement confirms that we have received your order but does not necessarily mean that your order has been accepted.

A contract between you and FindWell is formed when we confirm acceptance of the order or dispatch the goods, whichever occurs first.

We reserve the right to decline an order before acceptance where reasonably necessary, including where:

A product is unavailable.
Payment cannot be authorised.
Delivery is unavailable to your address.
Product or pricing information contains an obvious error.
We reasonably suspect fraud or misuse.
An order breaches these Terms of Service.

Where payment has already been taken for an order that we cannot accept, we will issue a full refund.

6. Prices and Payment

Product prices are shown in pounds sterling unless stated otherwise.

Prices include applicable taxes unless the website clearly states otherwise.

Any delivery charge will be shown during checkout or communicated to you before the order is confirmed.

We may change prices at any time, but changes will not affect an order that has already been accepted.

If we discover an obvious pricing error before accepting your order, we will contact you and give you the option to continue at the correct price or cancel the order.

Payment must be authorised before an order can be processed.

Payments are handled securely through Shopify and the payment providers offered during checkout. We do not directly store your complete payment-card details.

7. Promotional Codes and Offers

Promotional codes and offers:

Are subject to their stated terms.
May have an expiry date.
Cannot normally be exchanged for cash.
May not be combined unless expressly allowed.
May be withdrawn where they have been used fraudulently or contrary to their terms.

We may correct or cancel a promotion containing an obvious error, subject to your statutory rights and any contract already formed.

8. Delivery

Delivery is subject to our Shipping Policy, which forms part of these terms.

We aim to dispatch orders within the timeframe shown on the product page or in our Shipping Policy. Delivery dates are estimates unless we expressly agree to a guaranteed date.

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

Delays may occasionally occur because of circumstances outside our reasonable control, including courier disruption, severe weather, stock delays, customs processing or restricted access.

We will contact you if we become aware of a significant delay.

You are responsible for ensuring that:

The delivery address is complete and accurate.
A suitable person is available to receive the delivery.
The delivery location is accessible.
You tell us about narrow roads, staircases, restricted entrances or other access concerns before dispatch.
The product’s dimensions are suitable for its intended access route and location.

Large products may be delivered by a pallet or specialist delivery service. Unless expressly stated otherwise, delivery does not include assembly, installation or removal of packaging.

9. Risk and Ownership

Goods remain at FindWell’s risk until they are delivered into your physical possession or the possession of a person you have nominated to receive them.

If you independently arrange your own carrier and that carrier was not offered by us, risk may pass when the goods are handed to your chosen carrier, as permitted by law.

Ownership of the goods passes to you once we have received full payment and the goods have been delivered.

10. Missed, Refused or Failed Deliveries

Couriers may charge for redelivery or return where:

Nobody is available to receive the order.
An incorrect or incomplete address was supplied.
Suitable access was not provided.
Delivery was refused without prior agreement.

Where legally permitted, reasonable additional costs caused by these circumstances may be charged to you or deducted from a refund.

This does not apply where delivery failed because of our error or the courier’s failure to follow agreed instructions.

11. Scottish Highlands, Islands and Offshore Locations

Some products may incur additional delivery charges or may not be available for delivery to:

Scottish Highlands and Islands.
Northern Ireland.
Isle of Man.
Isle of Wight.
Channel Islands.
Other offshore or remote locations.

Where an additional charge applies, we will contact you before processing or dispatching the order.

You may cancel for a full refund if you do not agree to the additional delivery cost.

12. International Orders

International delivery may be available on selected products by prior agreement.

International customers should contact us before ordering so we can confirm:

Product eligibility.
Delivery availability.
Shipping charges.
Estimated delivery times.
Customs arrangements.

Unless expressly included in our quotation, the customer is responsible for import duties, customs charges, local taxes and clearance fees imposed by the destination country.

International delivery and cancellation rights may also be subject to mandatory consumer laws in the customer’s country.

13. Your Right to Cancel

For most products purchased online, UK consumers have the right to cancel their order within 14 days after receiving the goods, without providing a reason.

To cancel, contact us at liam@findwell.shop before the cancellation period expires.

After notifying us, you must return the goods within a further 14 days.

Your cancellation and return rights are explained fully in our Returns & Refund Policy.

The statutory cancellation right may not apply to certain excluded products, including goods made to your specifications or clearly personalised.

14. Returns and Refunds

Returns and refunds are handled according to our Returns & Refund Policy.

Please contact us before returning any goods. We will provide the approved return instructions and return destination.

Do not send returns directly to a supplier, warehouse or other address unless we have authorised this in writing.

For change-of-mind returns, you may be responsible for the direct cost of returning the goods.

Large furniture, mirrors and fragile products may require a specialist courier. Where we arrange collection for an unwanted item, the agreed collection cost may be deducted from your refund where legally permitted.

Returned products should be handled with reasonable care and packaged appropriately.

We may reduce a refund where handling beyond what would reasonably be permitted in a shop has reduced the product’s value.

15. Faulty, Damaged or Incorrect Goods

Please inspect your order as soon as reasonably possible after delivery.

Damaged.
Faulty.
Incomplete.
Not as described.
Different from what you ordered.

Please provide your order number and clear photographs of:

The item.
The fault or damage.
The internal packaging.
The external packaging.
Any relevant shipping labels.

Keep the product and packaging until we confirm what action should be taken.

Where goods do not conform to the contract, you may have legal rights to a repair, replacement, price reduction or refund.

Nothing in these terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

16. Cancelling Before Dispatch

We will make reasonable efforts to stop the order. However, if it has already entered fulfilment or been collected by a courier, it may need to be handled as a return.

Any statutory cancellation rights remain unaffected.

17. Refund Processing

Approved refunds will normally be issued to the original payment method.

Refund timing is governed by our Returns & Refund Policy and applicable consumer law.

Banks, card providers and payment services may require additional processing time after a refund has been issued.

We are not responsible for processing delays caused solely by your bank or payment provider.

18. Statutory Rights

Products supplied by FindWell must meet the standards required by applicable consumer law, including being:

As described.
Of satisfactory quality.
Fit for their normal purpose.
Fit for any particular purpose you made known to us before purchase, where applicable.

Nothing in these Terms of Service excludes, restricts or replaces your statutory rights.

19. Personal Information

Our collection and use of personal information are governed by our Privacy Policy.

By using the website or placing an order, you acknowledge that your information may be processed by Shopify, payment providers, delivery partners, suppliers and other service providers where necessary to operate the website and fulfil your order.

Please review our Privacy Policy for further information.

20. Shopify

Our online store is hosted by Shopify, which provides the ecommerce platform that allows us to offer products to you.

Your contract for the purchase of goods is with Liam Tench, trading as FindWell, and not with Shopify.

Shopify is not the seller of the products displayed on our website.

21. Third-Party Services and Links

The website may contain links to or integrations with third-party websites and services.

We are not responsible for third-party content, availability or practices.

Third-party services are governed by their own terms and privacy policies. You should review these before using them.

Nothing in this section limits our responsibility for third parties acting on our behalf where the law makes us responsible for their actions.

22. Intellectual Property

The website and its content—including the FindWell name, logo, branding, written content, page designs and graphics—are owned by or licensed to FindWell and are protected by applicable intellectual-property laws.

Product photographs and other materials may be owned by or licensed from our suppliers and other rights holders.

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

You must not reproduce, distribute, modify, publish, commercially exploit or create derivative works from website content without prior written permission from the relevant rights holder.

23. Reviews, Feedback and Submitted Content

Where you submit a review, photograph, comment or other content, you confirm that:

The content is truthful and based on your genuine experience.
You own it or have permission to submit it.
It does not infringe another person’s rights.
It is not unlawful, abusive, defamatory, misleading or harmful.

You grant FindWell a non-exclusive, worldwide, royalty-free right to use, reproduce and display the submitted content for operating and promoting FindWell.

We may remove content that breaches these terms or applicable law.

24. Website Availability

We aim to keep the website available and accurate, but we do not guarantee uninterrupted or error-free access.

We may temporarily suspend or change parts of the website for maintenance, security, technical or operational reasons.

We are not responsible for losses caused by events outside our reasonable control, subject to the limitations and protections required by law.

25. Our Responsibility to You

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

As our products are supplied for personal and household use, we are not responsible for business losses, including loss of profit, revenue, opportunity or business interruption.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Defective products where liability cannot legally be excluded.
Breach of your statutory consumer rights.
Any other liability that cannot legally be limited or excluded.

26. Events Outside Our Control

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

These may include severe weather, natural disasters, strikes, transport disruption, customs delays, war, civil disorder, government action, epidemics, telecommunications failures or supplier disruption.

We will take reasonable steps to reduce the effect of such circumstances and keep you informed where an order is materially affected.

Your legal rights regarding delayed or undelivered goods remain unaffected.

27. Changes to These Terms

We may update these Terms of Service to reflect changes to our business, website, services or legal requirements.

The version applying to your purchase will normally be the version published when your order was placed.

Material changes will not retrospectively reduce rights under an existing accepted order.

28. Severability

If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the minimum extent necessary.

The remaining provisions will continue in effect.

29. No Waiver

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

30. Transfer of Rights

You may not transfer your rights or obligations under these terms without our written consent, except where the law permits otherwise.

We may transfer our rights and obligations to another organisation, provided this does not reduce your rights under the contract.

31. Third-Party Rights

Except where expressly stated, no person other than you and FindWell has the right to enforce these Terms of Service.

32. Governing Law and Disputes

These Terms of Service and contracts between you and FindWell are governed by the laws of England and Wales.

The courts of England and Wales will generally have jurisdiction.

If you live in Scotland or Northern Ireland, you may also be entitled to bring proceedings in the courts where you live, and you retain the protection of any mandatory consumer laws that apply to you.

We encourage customers to contact us first so we can try to resolve any issue fairly and promptly.