Terms & Conditions

1. About Us
This website www.respilon.uk is owned and operated by Respilon UK.

Registered Address:
20-22 Wenlock Road
London
N1 7GU

Trading address:
Respilon UK
Southgate House
Southgate Street
Gloucester
GL1 1UD

E: team@respilon.uk
T: 01452 234719

If you need to contact us please use the details above.

VAT Registration no.346 1482 02
Registered in England and Wales under company number 12434948.
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RESPILON UK is the official UK representative for RESPILON Group, working as the group's official partner for the UK and some European territories.

2. Make a contract with us
2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.
2.2 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this in writing via email within 5 days, and there will be no contract between us.
2.3 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will only include any pictured accessories if clearly stated in the specification of the goods.
2.4 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.
2.5 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
2.6 This contract is covered by English law.
2.7 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

3. How to place order
3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. Trade orders can be placed by contacting our trade team by calling 01452 234719 or emailing trade@respilon.uk.
3.2 If purchasing a quote, the buyer accepts full responsibility for checking the accuracy of that quote.
3.3 The buyer assumes responsibility for the goods being suitable for the purpose for which they are being purchased.
3.4 Carriage charges will be shown prior to you placing your order.
3.5 You will be required to pay for the goods in full at the time of ordering.
3.6 We use secure payment facilities for online purchases. This includes payments from most card providers.
3.7 Promotional prices only apply during the period stated.
3.8 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.
3.9 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.
3.10 Once your order is complete we will notify you of the dispatch date.
3.11 Only voucher codes obtained from Respilon UK will be honoured. Any vouchers or codes that are over 6 months old can be considered expired and may not be accepted.

4. Delivery & Carriage Charges
4.1 Goods will be dispatched from our UK warehouse within 1-20 working days and any estimated dispatch date is an estimate, which can change without notice. Dispatch may be delayed in accordance with point 4.13.
4.2 We will deliver goods within 2-3 working days of dispatch. Deliveries may be delayed in accordance with point 4.13.
4.3 Your order may arrive in more than one delivery.
4.4 We can deliver our products anywhere in mainland Great Britain and Republic of Ireland. Delivery to other locations is judged on a case by case basis. We are able to deliver to a mainland courier company on your behalf for onward shipping.
4.5 We will deliver the goods to the premises you specify on your order. Single items will fit through a letter box. If you have ordered multiple items, you must be at home to accept delivery of your order, which is between 7:30am and 6:00pm Monday-Friday.
4.6 At our discretion, free delivery may be available on single orders where the goods cost reaches or exceeds a pre-agreed limit. We reserve the right to withdraw or amend any offer of free delivery at any time.
4.7 Disposal of packing materials is your responsibility.
4.8 If there is no one to accept the order on the scheduled delivery date the goods may be returned to us and we reserve the right to charge you an additional re-delivery charge.
4.9 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery, if the carriers are able to make the change. This may delay your delivery.
4.10 Please check the goods on delivery - any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within two working days of delivery of the items.
4.11 If the goods are lost or damaged please report this to us within two working days from the delivery day.
4.12 Deliveries are made to a ground floor entrance only and on the condition that there is reasonable access for the safe and prompt delivery of the goods.
4.13 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We are not responsible where this causes a delay or failure in delivering your goods.
4.14 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.

5. Cancellation and returns
5.1 This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or the following goods which are exempt from the right to cancel. Any items which have been custom made, such as products featuring custom designs or made to order, colours/styles outside of the options listed on our website, or any product which you have asked us to provide on a bespoke basis. For Trade and Business customers, please see section 8. R-Shield: Due to the nature of this product, we cannot accept return of opened/used items. Face Masks: Please note we are unable to accept refunds or returns on infection control products such as face masks.
5.2 You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please e-mail team@respilon.uk. We are unable to accept cancellations by phone. Please refer to point 5.1 for items exempt from this term.
5.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.
5.4 If you cancel, you must return the unopened and unused goods within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage.
5.5 You may properly examine the goods for 14 days, however you may not return any goods that have been used unless you can provide evidence that they are faulty. For exempt goods please see point 5.1.
5.6 If you fail to return the goods within 14 days of the cancellation date, we reserve the right to withdraw from order cancellation and refund. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
5.7 We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract. Please see point 5.1 for exemptions.
5.8 We reserve the right not to replace any item that has been used or packaging has been opened, as we will deem this acceptance of the goods.
5.9 We will not be held liable for claims made against product performance or effectiveness. This includes improper use of the product by the buyer or effectiveness of the product whilst in use.
5.10 We are not liable for any loss or earnings, particulate exposure or resulting health issues due to late, incorrect or lost deliveries.
5.11 We reserve the right to refuse replacements on any damaged items reported to us outside of two working days. Please refer to points: 4.10 and 4.11.This cancellation policy does not affect your legal rights - for example, if goods are faulty or misdescribed.
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6. Faulty Goods / Guarantee
6.1 If there is a problem with the goods, please notify us by email providing details of the problem. In addition, you must provide us with a digital photograph of the problem. We will deal with the matter in accordance with your legal rights. Please see points 4.10 and 4.11 for time restrictions.
6.2 All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.
6.3 The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.
6.4 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until either a indicative digital image is supplied by the customer, or the original goods have been received at our warehouse and checked. The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.
6.5 We are unable to guarantee and exact colour match due to the nature of the product.
6.6 Where recommended by us in writing, products should be cleaned in accordance with our care and maintenance instructions, failure to do so may void any warranty.
6.7 If an item is no longer available we will offer an alternative. However, our liability will be to replace faulty goods only and we are unable to guarantee an exact match. In this instance, you will have the option of a refund on the items under the claim.
6.8 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.
6.9 The liability of the Seller is governed by relevant applicable law as amended. If not stated otherwise, the Seller provides quality warranty for the goods until an expiration date displayed on the packaging.
6.10 The Buyer must duly inspect the delivered goods and inform the Seller without undue delay about any discovered defects. A later claim about the kind, number or damage to the goods during shipping will not possibly be taken into consideration. The Buyer also confirms with his/her signature that the goods were delivered in good order. If the goods are damaged, the Buyer can refuse to accept the delivery.
6.11 If the goods do not correspond to the goods under the Agreement after the Buyer has accepted the delivery of such goods, the Buyer has the right to the following: the Buyer must without undue delay and free of charge return the goods to the conditions stated in a purchase agreement and that must be made by delivering new goods; if such steps are not possible, the Buyer may require a fair discount on the purchase price.
6.12 If the Buyer is a consumer, his/her rights from defective performance are pursuant to the applicable legal rights and provisions, and his/her rights are as follows: if defective performance constitutes material breach of the Agreement, the Buyer – consumer has the right a) to request new defect-free goods or missing goods, b) to a repair of the goods, c) to a fair discount on the purchase price, d) to withdraw from the Agreement. The Buyer – consumer informs the Seller which one of the aforementioned rights s/he wishes to exercise at the time of informing the Seller about the defect or without undue delay after informing him about the defects. If the Buyer does not choose his/her right to exercise within the specified time, his/her rights are as in the case of non-material breach of the Agreement. In case of non-material breach, the Buyer has the right to require a repair of the defect or to a fair discount on the purchase price. Other legal claims of the Buyer – consumer in the case of defective performance are governed by applicable English law.
6.13 Notwithstanding legal exceptions, the Buyer cannot withdraw from the Agreement or request delivery of new goods if he cannot return the goods in the same condition in which the goods were delivered.
6.14 The Seller reserves the right to withdraw from the Agreement with such a Buyer whose warranty claims are not adequate or whose purchase activity shows speculative nature.
6.15 Whilst our products are independently tested and certificated, we cannot reasonably accept liability for the effectiveness of our products when in use and cannot guarantee that their use will prevent exposure to any given particulate matter. Once purchased, the Buyer accepts all liability for the proper use and effectiveness of our products.
6.16 A claim form is available upon request to team@respilon.uk.

7. Liability
7.1 The products sold on this website have been designed to comply with all relevant UK and EU legislation. We cannot warrant or represent that they comply with any legal requirement outside of these regions.
7.2 We do not accept liability for any consequential loss of profit or indirect losses. You should therefore not use any goods until you have received them and inspected them.

8. Trade or Business Customers
The following conditions apply to orders placed by Trade or Business Customers.
8.1 Orders may not be cancelled except with our mutual agreement and having been confirmed in writing by a Director of our company. We reserve the right to make cancellation and/or re-stocking charges.
8.2 Claims for missing or damaged items must be made in writing within 2 working days of delivery.
8.3 If purchasing a quote, the buyer accepts full responsibility for checking the accuracy of that quote.
8.4 The buyer assumes responsibility for the goods being suitable for the purpose for which they are purchased.

Website Terms of Use

Website Disclaimer for: www.respilon.uk

1. Use of Website
This disclaimer details our obligations to you regarding our website. This disclaimer has been provided and approved by legal council. Please read this disclaimer in full before you use this Website. Using the Website implies that you accept the terms of this disclaimer. We do occasionally update this disclaimer so please refer back to it in the future.

1.1 You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Any and all material on this website must not be republished online or offline without our permission.

1.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.

1.3 Subject to paragraph 1.1, no part of this Website may be reproduced without our prior written permission. This includes use of images or any text content.

2. Visitor Conduct

2.1 With the exception of personally identifiable information, the use of which is covered under our Privacy Policy, any material you send or post to this Website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.

2.2 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom.

3. Site Uptime

3.1 We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.

4. Links to and From other websites

4.1 Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.

4.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.

4.3 If you choose to link to our website in breach of Paragraph

4.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions. This clause includes a chargeable fee of £300 per hour for any time reasonably spent investigating and resolving your activity.

5. Exclusion of Liability

5.1 We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liable or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.

6. Law and Jurisdiction

6.1 This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.

Privacy Policy

We analyse traffic to this website to help us improve both what we do as a business and the site itself – we want your experience of the site to run as smoothly as possible. Rest assured, we only collect anonymous, aggregate statistics – nothing that could identify anyone personally.

We comply with the General Data Protection Regulation (GDPR), and we don’t sell or pass your details on to anyone else for marketing purposes. The only third parties who receive your contact information are our suppliers and their couriers, for the sole purpose of fulfilling your order.

We do not use your details for marketing purposes without your express consent, and you can unsubscribe from our emails at any point using the link in the email. If you object to us using your data in any capacity, please contact us.

Cookies

We use cookies to improve your ordering experience. Cookies are tiny text files downloaded on to your computer, tablet or smartphone when you visit a website. They help us remember you and enable you to use certain features of the site, like saving items in your cart and returning to them later (after payday, perhaps). There are various types of cookies, and you can see which ones we use in our Cookie Policy listed on this website. Cookies only give us access to information you provide, and you can restrict or disable cookies through your internet browser.

Payment Security

All transactions are processed securely by our merchant service provider Stripe. Your credit card number will be encrypted when your order is placed using SSL encryption software. Our merchant provider then informs us of the outcome of that transaction via the encryption system. We do not hold or have access to your full card details. We do not store any credit or debit card details after your order has been placed.

Right of access request

If you would like a copy of the personal data that we have for you, please email team@respilon.uk. We will provide this information free of charge within one month of receiving your request.

Right of erasure request

You have the right to have all the personal data that we have for you erased. Please bear in mind that this will remove you from our mailing lists and customer database completely – so if products you have bought from us are still within their warranty period, having your data erased may make it harder to address any future issues.

If you would like to have your data erased, please contact team@respilon.uk.

Cookie Policy

List of cookies

Here you’ll find a list of the cookies we use, what they do and how you can manage them. Cookies are small text files downloaded on to your computer, tablet or smartphone when you visit our website – or any site, in fact – that help sites monitor things like traffic, and help you do things like save items in your cart and return to them later.

All cookies can be managed through your internet browser, but bear in mind that if you reject essential cookies, you may be unable to access certain features on the website or make a purchase.
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Essential cookies
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These are necessary for the site to work. Without them, you may not be able to move around the site smoothly.Preference Cookies: We use cookies to track the number of items in your cart which enables you to use our checkout system.

Google Analytics

These cookies collect anonymous information about how people use the site – the most-visited pages, time spent on different pages, site traffic levels, approximate location of site visitors. This information helps us improve both the business and the usability of the site itself.

The information is anonymised and we do not share it with any third party. If you have a Do Not Track setting enabled, we will assume you don't want to allow these cookies and we will block them.

Marketing Cookies

Google Adwords

Google Adwords cookies help us see how many people come to us through our Google Ads, and also help us to show targeted adverts to people who have previously visited our site. These cookies cannot personally identify individuals, and can be disabled through your browser.

Feedback & Complaints Procedure

Step by Step procedure

We are committed to delivering a high standard of customer service. We believe we get things right most of the time but recognise that sometimes things go wrong or we may fail to meet your expectations.

If you are unhappy with a service you have received we would like you to tell us. We can then look into your complaint, explain what has happened and, where necessary, put things right.

Our complaints procedure tells you how to make a complaint and how we will deal with it.

We define a complaint under this procedure as "an expression of dissatisfaction about our services or the services provided by one of our suppliers".

Step 1

Contact the Customer Support Team or Trade Account Team and tell them what happened, why you’re unhappy and what you would like us to do about it. Please put this in writing either via email. The agent will look into your complaint and try to resolve it with you. We always aim to resolve any complaint as soon as possible. Please send complaints to team@respilon.uk.

Step 2

If you are not satisfied with the response you get please let us know in writing via email to team@respilon.uk and the issue will be passed onto a Senior Manager. They will then look further into the case and again aim to have a resolution within 7 working days. If they feel they are unable to resolve the situation or that it needs to be escalated higher, a Director will then take over responsibility for the case.

Step 3

If you are still unhappy and feel you have been unfairly treated by us you can contact Citizens Advice direct via their website:
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Citizens Advice service

This procedure is provided to give our customers the platform to make their complaints if anything goes wrong.

Quality Policy Statement

RESPILON was established in 2012 to explore how newly developed nanofibre technology could be used to improve lives. RESPILON UK is based in Gloucestershire, UK.

Quality is important to our business because we value our customers. We strive to provide our customers with products that meet and even exceed their expectations. We are committed to continuous improvement and have established a Quality Management System which provides a framework for measuring and improving our performance.

We have the following systems and procedures in place to support us in our aim of total customer satisfaction and continuous improvement throughout our business:

• regular gathering and monitoring of customer feedback
• a customer complaints procedure
• selection and performance monitoring of suppliers against set criteria
• training and development for our employees
• regular audit of our internal processes
• measurable quality objectives which reflect our business aims
• management reviews of audit results, customer feedback and complaints

As a business, RESPILON UK undertake to supply only safety equipment and/or related services that fully comply with the standards and regulations and claims made relating to those products and/or related services. Where appropriate, this company will maintain up to date technical files and associated documentation to ensure that regulatory compliance information can be supplied upon request.

Where products are sourced from external organisations which hold technical files relating to the products being offered, this company will request confirmation that these files are current, complete, contain appropriate conformity assessment information and, where relevant, regulatory compliance certificates and will take all necessary steps to confirm the validity of the compliance documentation held by that external supplier in respect of the products being sourced.

Where services are provided related to safety equipment sourced from external organisations, this company will maintain approval from the manufacturer that the services provided are assessed and approved by the external organisation.

Our internal procedures are reviewed regularly.

Although the Managing Director has ultimate responsibility for Quality, all employees have a responsibility within their own areas of work to help ensure that Quality is embedded within the whole of the company.

The policy review date is 01/05/2023.
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