Terms of Service

These Terms set the rules for using our website, placing orders, and how we handle issues if something goes wrong. We are for the culture, by the culture, but we run a tight operation to protect genuine customers from scams, tampering, and chargeback games. Nothing in these Terms limits your statutory rights.

By using our Services or placing an order, you agree to these Terms, our Privacy Policy, our Shipping Policy, and our Returns and Refunds Policy.

Who we are and what we do

We are Source Nest Online Limited trading as Source Nest. We operate this website and store, including all related content, features, tools, products and services (the “Services”). Our store is hosted on Shopify, which provides the ecommerce platform.

Eligibility and using the site

You must be at least 18 to place an order. If you are under 18, you may browse only with a parent or guardian’s permission and supervision.

You agree you will use the Services lawfully and you will not attempt to misuse, damage, disrupt, or interfere with the website or any related systems.

Your account and your information

If you create an account, you are responsible for keeping your login details secure and for anything done using your account. Do not share your password. If you think your account has been compromised, contact us immediately.

When placing an order, you must provide accurate, current, and complete contact, billing and delivery information. If you give us the wrong address, that is on you and it can affect whether we can help with delivery issues.

Products, descriptions, and availability

We do our best to show products accurately. Colours and appearance can vary by device and screen settings. Packaging may change because manufacturers update designs, batches, barcodes, seals, or outer presentation.

We can limit quantities per customer or per order and we can withdraw products at any time. If we spot behaviour that looks like reselling, bulk buying, or fraud risk, we may cancel or restrict orders.

Pricing, VAT, and payment

Prices are shown in pounds sterling unless stated otherwise. The price you pay is the price shown at checkout at the time you place your order.

VAT is charged where applicable. Delivery charges and any optional services are shown at checkout.

You confirm you are authorised to use the payment method provided. If a payment is reversed, charged back, or later found to be unauthorised, we may suspend the account, cancel related orders, and pursue recovery and fraud reporting where appropriate.

How a contract is formed

When you place an order, you are making an offer to buy. A contract is formed only when we accept your order by sending an order confirmation or dispatch confirmation email, or otherwise confirming acceptance in writing.

We can refuse or cancel an order where it is reasonable to do so, including suspected fraud, pricing errors, stock issues, delivery restrictions, or where we need additional verification. If we cancel after taking payment, we will refund the amount paid for the cancelled items.

Delivery, tracking, and risk

We use tracked delivery as standard. Tracking updates come from the carrier and may not always update in real time.

Delivery dates are estimates, not guarantees. Delays can happen due to the carrier, disruption, customs, weather, peak periods, or events outside our reasonable control.

For consumer orders, risk stays with us until the goods come into your physical possession, or the possession of someone you nominate to receive them. If you arrange your own carrier separate from our offered options, risk can pass earlier, in line with the law. 

Non delivery claims, “delivered” scans, and investigations

If tracking shows not delivered or stuck in transit, contact us promptly and we will investigate with the carrier.

If tracking shows “delivered” but you say you have not received the parcel, you must contact us promptly so we can investigate while evidence is fresh. As part of that process, we may require you to complete and sign a non receipt declaration and provide supporting information such as delivery instructions, building access details, and where relevant a crime reference number if theft is suspected. This is used to progress carrier investigations and protect genuine customers. It is not intended to remove your statutory rights.

If the carrier evidence indicates delivery to the correct address and there is no verified carrier failure, we may decline a replacement or refund. If new credible evidence emerges, we will review it.

Returns, cancellations, and refunds

Your returns and refunds are governed by our Returns and Refunds Policy, which forms part of these Terms.

Change of mind, 14 day right to cancel. If you are a consumer buying online, you can cancel most orders within 14 days from the day after delivery, provided you notify us within that period, and you then have a further 14 days to return the goods after notifying us. 

Sealed and hygiene sensitive items. Some sealed goods are not suitable for return for health protection or hygiene reasons once unsealed, and the right to cancel can be lost where the legal exception applies. 

Condition rules. We do not accept returns of opened, used, tested, worn, sprayed, or tampered goods as change of mind returns. If a return comes back with signs of handling beyond what is necessary to check the goods, we may reduce the refund to reflect any loss in value, as permitted by the Consumer Contracts Regulations. 

Faulty, damaged, or not as described. If goods are faulty or not as described, your rights are protected under the Consumer Rights Act 2015 and we will provide the appropriate remedy. 

Fraud prevention, CCTV, and enforcement

We keep things friendly, but we do not play with fraud.

To protect the community and keep prices fair, we use operational and security measures that may include tracked delivery, dispatch records, packing checks, audit trails, and CCTV in packing and dispatch areas.

If we reasonably suspect fraud or attempted fraud, including false non delivery claims, return fraud, item swapping, or chargeback abuse, we may do any of the following, where lawful and proportionate

• refuse the claim or pause processing while we investigate

• request additional evidence and signed declarations

• share relevant information with carriers, payment providers, platforms, and fraud prevention partners

• report matters to the police or other relevant authorities and cooperate with investigations

Any information sharing is handled in line with our Privacy Policy and applicable data protection law.

Intellectual property and brand protection

All content on the Services, including branding, logos, site design, text, graphics, photos, videos, and other materials, is owned by us or licensed to us and protected by intellectual property laws. You may use the Services for personal, non commercial use only. You must not copy, reproduce, scrape, distribute, resell, or exploit any part of the Services without our written permission.

Reviews and user content

If you post reviews or submit content, you confirm it is accurate, lawful, and you have the right to share it. You grant us a royalty free licence to use, reproduce, publish, and display that content for operating and promoting the Services. We may remove content where we reasonably believe it is unlawful, misleading, abusive, defamatory, or infringes rights.

Privacy

Your personal data is handled in accordance with our Privacy Policy. Our Privacy Policy forms part of these Terms.

Website availability and acceptable use

We may change, suspend, or withdraw parts of the Services for operational, legal, security, or business reasons. We do not guarantee uninterrupted access.

You must not

• attempt unauthorised access to the site, accounts, or systems

• introduce malware or malicious code

• scrape, crawl, or harvest data except as permitted by law

• misuse the Services to harass, defraud, or infringe rights

We may restrict or suspend access where we reasonably believe there has been a breach.

Disclaimers and limitation of liability

Nothing in these Terms excludes or limits liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Consumer contract terms must be fair and transparent, and we do not attempt to contract out of statutory consumer protections. 

Subject to the above, and to the extent permitted by law

• we are not liable for losses that are not reasonably foreseeable

• we are not liable for business losses where you are buying as a consumer, including loss of profits, loss of revenue, or loss of opportunity

• we are not responsible for delays or failures caused by events outside our reasonable control, but we will act reasonably to minimise impact

If you are buying on behalf of a business, additional limitations may apply, and you should contact us for business terms.

Indemnity

If you breach these Terms and that causes loss to us or results in a third party claim against us, you agree to reimburse us for losses that are a foreseeable result of your breach, including reasonable legal costs, to the extent permitted by law.

Alternative dispute resolution and complaints

We aim to resolve issues quickly and fairly. If you have a complaint, contact us first. If a dispute cannot be resolved, we will provide information about an approved ADR provider and confirm whether we are willing or obliged to use ADR, in line with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. 

Governing law and jurisdiction

These Terms are governed by the law of England and Wales. If you are a consumer, this does not remove any mandatory consumer protections that apply in your part of the UK, and you may have the right to bring proceedings in your local courts where applicable.

Changes to these Terms

We may update these Terms from time to time. The latest version will always be posted on our website. Changes apply from the date they are posted, unless we state otherwise.

Contact us and company details

Source Nest Online Limited trading as Source Nest

Registered office: 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom

Company registration number: 16601924

VAT number: GB 509603495

Telephone: +44 7438 814289

Email: info@sourcenest.co.uk