Terms of Service - Consumer

We aim to make our service as streamlined and easy for our customers as possible. That's why we have a simple and easy to understand terms of service section for you to follow.

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 Quick Summary:

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1. All product ingredients and allergy considerations should be researched before item use. Any harm caused to the purchaser or individuals related to will not the responsibility of Eco-Road.

2. All products ingredients, dates, and other legally required markings can be found on the packaging or through our support service upon request.

3. Outer packaging bearing the mark of Eco-Road is the responsibility of our company. 

4. Any damage caused to the outer packaging during transit should be brought to the attention of Eco-Road.

5. Any damage to individual products should be bought to the attention of Eco-Road. Certain items may be subject to warranty terms. Many of the products we supply are 'perishable' goods and are therefore void for warranty claims. Many of our items are personal/household hygiene products. Such products are out of the return/refund policy due to environmental and public health purposes.

6. Damaged goods and packaging will be subject to review by our staff after you have contacted us within the first 7 days of receiving your goods. Anything beyond this time will be void of the review period.

7. Items within the review period may need photos and a description of the damage. 

8. If postal packaging is damaged, we will raise the issue with the freight company.

9. Individual products will be subject to review then passed on to the manufacturing/brand parent company.

10. Own brand product will be dealt with through Eco-Road.

11. All issues or grievances should be raised to Eco road so we can send your issues to the relevant department.

12. Intentional damage to products will void any warranty or claims legibility.

13. If an item is used or looks like it has been mishandled this will also void any warranty. Products 'worn out' by common use are not legible for swap, refund or replacement.

14. Items that are unwanted in the Eco-Crates are not subject for a return. Our Eco-Crate is themed with mystery and therefore the contents are subject to surprise, and may not always be wanted by the recipient. These products are NOT subject for a return.

15. In the event you receive a defective or broken item, we will be happy to take your case. We aim to provide the best customer satisfaction so offer potential outcomes for a partial or full refund as well as swapping for new.

16. Return items postage and handling charges are the responsibility of the customer.

17. All our prices include TAX as standard.

18. All domestic shipping is charged at a flat base rate of £3. Exceptionally large purchases and international charges are subject to change at any point through a sale and may be invoiced separately after initial checkout.

19. All enquiries are subject to a potential of 72 hour response time although we aim to work much faster than this.

20. Personal Injury and Product/Public Liabilities are to be dealt with by the products respective brand owner and or manufacturer. Eco-Road will not be held responsible for such an occurrence.

21. Stock and product variety is dependant on supply and demand. We make a lot of effort to not repeat product in our mystery boxes but can't guarantee this will always be the case from one box to the next.

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 Detailed Terms and Conditions:

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• Eco-Road is working hard to become the top supplier of eco-conscious crates and products. We put our branding on the crates we supply. As such we bare responsibility for the boxing, and packaging, its safe arrival is also our priority. Any damaged or mishandled boxes should be brought to our attention so we can resolve any issues with our freight company. 

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• Eco-Road will be working very closely with our product suppliers (sponsors). We aim to uphold their quality and to represent their companies with respect and care. We ask that if you have any concerns over quality, product, branding, advertisement or any other factor that could adversely affect or misrepresent the product or brand, to please make us aware. We ask you to bring these concerns to light via messaging service provided, you can supply photos where necessary. We will do all we can to resolve any such related concerns.

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 1) All products, especially our scented and soap ranges are made up of ingredients that could in rare cases cause allergic reactions. If this is a concern we ask you to get in touch, before use or purchase, and we will do all we can to supply any information not already supplied with the product. 

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Allergic reactions or harm caused including any skin or respiratory issues are not the responsibility of Eco-Road, but that of the brand owner/manufacturer. Responsibility also falls upon the end-user to perform skin tests and to seek medical advice on what they can and cannot use if they are prone to allergies and reactions.

We will guide you to a relevant authority should any issues or complications arise during the use of your product. 

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 2) For product ingredients, dates, allergy advice and other legally required information and markings, are a legal requirement and should, therefore, be provided by the product owner/manufacturer or brand holder. Failure to supply this information is thus a manufacturer and or brand holder issue. We still ask you to bring any such concerns to our attention via our contact form. We will guide you to the relevant companies and brand owners where these issues can be raised. Any individual product that is part of the Eco-Road brand should be queried with us directly.

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 3) With regards to the Eco-Crate that bares the Eco-Road logo. It will be the responsibility of our company to ensure customer satisfaction upon delivery. Any concerns over damage, quality or anything else related to the box should be brought to our attention via a contact form. If an issue has occurred during transit we will take relevant action to ensure the customer is satisfied and that the delivery company is made aware and compensates for mishandled goods. 

 

The products inside our crates are sourced and supplied by other companies unless otherwise stated or shown to have the Eco-Road branding. This being the case any concerns over individual product should be brought to the attention of Eco-Road as well as the original property owner, we will also be in touch with the product owner. We are always happy to offer help in conflict resolution and product concerns. To that end, product concerns, failures, faults, harm caused, will be the responsibility of the manufacturer or brand owner, we will do all we can to assist in bridging the gap.​

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All concerns should be brought forward within 7 days of receiving your package. Anything beyond this time frame is void.

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 4) Postal packaging and safe delivery of our products is our top priority. Any concerns over damaged packaging that looks like it was sustained during transport should be brought to our attention. This applies to all our packages both featuring the Eco-Road logo or not.

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Damaged packaging will be reviewed. If the product inside the packaging arrives safely, and any damage is purely cosmetic to the transport packaging or outer packaging of individual products, we will not take action in terms or refund, exchange or other compensation. 

This is subject to individual review however.

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 5) Any damaged products should be brought to our attention. There are several solutions we may be able to offer but these are subject to product and circumstance. As many of the products we offer are 'perishable' goods e.g. soap. Such items are void or warranty or damage claims once open and exposed. If these products have any damage or are not fit for purpose in any way. This should be brought to our attention PRIOR to use or removal from packaging. 

For public health and environmental purposes, certain products cannot be recalled or refunded. This is subject to product and circumstance, so if any concerns arise please bring the issues to our attention and we will see what can be done.

This does not affect your statuary rights.

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 6) All damaged packaging and product we supply is subject to review. Our customer care is very important to us. As such we are here to help in whatever way we can. We will always go above and beyond to try and ensure 100% customer satisfaction.

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We have a maximum of 7 days for an individual item or case to first be brought to our attention upon receiving a product. Anything outside of this period will be void for claims or review. We may choose to wave this depending on the product and circumstance. This is at our discretion. 

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Every case brought to our attention, whether that be damaged, misrepresented or unsatisfactory will be dealt with on a case by case basis.

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• We have multiple options available for damaged or otherwise unsatisfactory products. Each case will be handled on a case by case basis with potential resolution ending in, but not limited to, no further action or compensation, returns, partial and full refunds. Listed below are some of the main situations where we may or may not accept a product and company dispute:

  • We at Eco-Road will ensure to do our utmost to ensure all product we receive and then pack for resale ​are of the highest quality. This includes making sure the legal marking such as use-by dates is intact as well as packaging arrive undamaged. This is something we will make efforts to check for but cannot always guarantee. As such, we will take limited responsibility for products when they reach the consumer. This responsibility will to the most part cover if an item looks like it has been damaged during transit (See the above paragraph). This is part of the ongoing work we do to supply high-quality products. For overall quality, product contents, legal markings, allergy advice and any other related such concerns are the ultimate responsibility of the brand owner/product manufacturer. This will be a requirement upon each new contract of sponsorship we make with our supplying companies.

  • Products and outer packaging (crate), that looks as if it has sustained damage during transit will need pictures submitted. This then will be taken up with the freight companies so we ask for patience during the time such an issue could arise. We aim to resolve all such issues within 1 month of being brought to our attention. Under rare cases longer may be required but we shall keep you informed of any updates.

  • Eco-Road will not bear responsibility under any circumstance for items that have been deliberately damaged and/or mishandled resulting in damage or breakages. Damage to inner packaging that looks like a deliberate attempt to devalue or get a refund on products will not be accepted.

  • Product return will not be accepted under any circumstance for individual products that have come as part of a surprise crate. The exception to this is if a product has been supplied as part of a crate, and has been pack with obvious damage or defects making it unusable.

  • The surprise crates are designed purposely to give our buyer a chance to find and experience products they may have otherwise may never have known existed. Therefore, the buyer will purchase these crates with the knowledge that not all content may be wanted or useful to an individual. This is part of the risk when buying surprise items.

  • Because of this surprise element, we will not accept any returns for items because they are 'unwanted', this does not entitle you to any form or refund, partial or other.

  • Items sold individually on the store are not open for a return, bar exceptional circumstance. This is for the simple fact we cannot guarantee hygiene standards for resale, as most of our products are relating to items which are used on or around a person.

  • Individual items may be available for return/refund if the complaint is related to a defective or broken item that has happened during transit or before.

  • Under certain circumstance item may be available to return to either Eco-Road or the product/brand owner. These will be one of a few resolutions we offer depending on the scenario of the complaint.

  • Some items may be legible for a valid returns request, these are given under the circumstance that is not limited to breakages during transit and packing. Also, defective items may be covered under this policy. 

  • Under the circumstance of an accepted return, the buyer will be entitled to a partial/full refund. Our preferred option will be a store credit offered in the form of a promo code. This is will be offered first. Where items are unacceptable for a return (which is decided at our discretion), we may off the buyer to keep said product as well as giving the designated refund option.

  • Return freight charges are the responsibility of the purchaser.

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 7) If a claim is raised against a product or service, we may need further details including but not limited to photos, videos and detailed descriptions of an event. Sending and receiving further information and ongoing cases will not be subject to the initial 7 day enquiry period.

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 8) Damage that has occurred during transport should be brought to our attention for review with the freight company so we can ensure such issues are not an ongoing concern for our customers.

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 9) Products not owned by the Eco-Road brand that have sustained damage, or are not fit for purpose and have been recalled will be sent for review by the products respective manufacturing owner. If the product is illegible for recall we will still forward any complaints on your behalf if you wish or need. 

We will no bare responsibility financially for other companies product outside of the monetary transaction first paid to Eco-Road for the product. This means we will not under any circumstance bear responsibility for personal injury or other compensation for another companies product.

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 10) Own brand products. These are identifiable by our Eco-Road logo, are our companies responsibility and therefore any concerns should be brought forward directly to us.

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 11) All grievances or concerns regarding but not limited to website, checkout, funding, security, product, quality, handling, customer care, aftercare. Should be brought forward to Eco-Road through our contact form found HERE. This is irrespective of product ownership. If we are then made aware of ongoing issues with products and can direct you to the relevant authority.

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Eco-Road takes customer care and satisfaction very seriously. We are contactable through the chat option as well as Email. We are working to increase our point of contact but be assured that our messaging system is checked daily. We will make sure that we get back to our customers and sponsors within 72 hours. 

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 12) If any product or packaging looks to have been intentionally damaged to try and claim compensation will be void of ALL responsibility. This applies to a personal injury as well as financial compensation or refund and covers shipping packaging, own brand and sponsored companies products.

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 13) If any product or packaging looks to have been damaged unintentionally but occurred through use or mishandling, Eco-Road will not be liable or held responsible for such damage or ware. 

This also includes the average use of 'ware and tare'. 

'Worn out' products are NOT subject to refund or exchange.

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 14) Our Eco-Crates are themed around surprise and mystery, they include items that are meant to provoke thought and open people up to products they might not have known exist or otherwise might not have purchased.

Products in these boxes are selected at random and are taken from a broad spectrum of stock. There is always the risk when purchasing such boxes that you may run across items that don't suit your need or lifestyle. These are NOT subject to refund or exchange. Instead, we recommend giving away unwanted product to family or friends as a way of spreading awareness of eco-based alternatives out there.

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Because of this randomness of products we cannot guarantee all crate contents will be specific to a given gender or creed.

If you wish to have your crate focused to a specific gender type or product bias then please add this to the NOTES section at checkout. We will then try our best to adhere to this.

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 15) An item you receive through the crate or individual sale is subject to the terms stated in the above sections. That said, customer satisfaction is our top priority so if you have any questions or concerns please get in contact via our contact form.

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 16) If an item has been granted return status then please note that all return delivery charges are the buyers/recipients concern and are not subject to refund. 

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 17) All prices shown in the store have TAX included.

 

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 18) Domestic (UK) Shipping is charged at a base rate of £3. This is subject to change at any time. We reserve the right to invoice a separate shipping charge for exceptionally large orders which will be invoiced upon agreement with the buyer. 

International charges will be subject to change and increased rates and any customs fees are the buyers' responsibility.

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 19) All customer and sponsor enquiries are subject to review. This means we have a 72 hour period in which to review your enquiry and get back to you.

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 20) Eco-Road is a sales outlet and is therefore not able to burden responsibility for damage or personal injury caused to yourself or others from any of the products we supply, (own brand products are subject for an independent review on a case by case basis). 

We will, however, do all we can to ensure the products we send are safe and meet all legal EU and UK requirements. That said, the ultimate burden of responsibility and proof falls upon the brand owner/product manufacturer to supply a safe product. 

 

Secondary responsibility is upon the purchaser to ask and be satisfied with all information PRIOR to purchase and use. This relates to age ranges, used by dates, allergen advice and any other subject fields that could be a cause of concern or injury both short and long term.

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We will always try our best to supply all the above information but cannot compensate for every thought or point of concern the end-user might have, that is why we will try our best to answer all questions you might have regarding products and their safety notices.

We will also use this as an opportunity to compile a FAQ section in future for quick reference.

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The buyer is assured as far as is reasonably possible, any product information deemed necessary will be supplied. 

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For more information on any given product please fill out a contact form found HERE, we will get back to you within 72 hours.

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 21) Our stock and product variety are subject to change. This change is correspondent with our supply and demand. To that end, boxes may contain repeats of products although we try to avoid this as much as is possible. The chances are less as our supplier base grows but this is still a possibility. Repeated boxes and products are NOT liable for refund as this is 'luck of the draw'.

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Terms of Service - Product Supplier (Sponsors)

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• As stated above, we expect our product suppliers (sponsors), to be knowledgeable about their product and all relevant laws and statute that therein surrounds said products. 

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• We expect such laws to be followed so that all products sent our way are legal to sell. We expect that care has been taking to apply legally required markings where they apply. Such marking would include but are not be limited to used/sell-by dates and allergy advice.

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• We ask that all products supplied to us are of the best quality you can supply, unbroken or damaged. A damaged product could result in no sales and/or loss of earnings. During this circumstance, a damaged goods invoice sent as a fine, a retraction of fees and under a worst-case scenario, legal claims may be options we choose.

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• We reserve the right to terminate contracts and sales with any of our suppliers at any time if we believe they are misrepresenting their products or could cause harm to our own brand. If the supplied product is not of what we believe to be adequate environmental reform we may terminate any contacts or refuse to sell such products. 

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• As part of our ongoing effort, we are aiming to support our sponsors in their products and businesses. We are here to provide not only a sales platform but also a service to help promote and sell products.

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• We will be offering multiple outlets for our sponsors to feature and sell their product/s. These including an individual sale store as well as adding their product to our mystery box.

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• Before any product is featured on our store, we will be asking for written consent via email or post, by the product creator/owner to sell said item/s on our store. This is a legally required consent needed as it stops any disputes over products right for sale.

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• Each sponsor may have a variety of options available with regards to getting their product/s featured and sold on our site. These include but are not limited to: Discount code supplied to us for bulk stock buys and one off's. A sales fee charged upon selling of a product in our store. Affiliate link supplied to us. Paid Logo space for our landing page although under most cases this is offered free.

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• Our goal is to allow companies to house products on our store at a cost of £0.00 for upload fees. We believe the health of our planet is worth more. We hold the right to change this in future should a need arise.

 

• We may ask for a trial product to assess quality, function and sales potential before we are happy to feature a larger sum of any given item on our site. 

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• We are giving away sponsor spaces on our site landing page. These will be one of the first things a visitor will see. We offer these as thanks to our sponsors and suppliers. These spaces are granted under the condition of products and services being granted to our site.

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• These logo spaces will feature companies desired Logo and or text. These will be a live feature and can link to a parent site of the product or service supplier. These can be an effective sales funnel for a site. 

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• When agreed, we can use these live logo links to apply affiliate marketing links and techniques where applicable.

 

• When we sell product or services that are the property of another company or brand, we will give acknowledgement. As a company that's fighting to help the planet, we don't believe in claiming others work. This is one of the other advantages of having a live logo page.