Online Terms and Conditions of Sale and Subscription
Please read the following important terms and conditions before you buy anything on our website and check that they contain everything you want and nothing that you are not willing to agree to.
About us
We are Symprove Ltd, a limited company incorporated in England with registered number 05395143, and our registered company address is Sandy Farm, The Sands, Farnham, Surrey GU10 1PX. Our VAT number is: 405677585. You can find everything you need to know about us and our products on our website before you order.
In these terms:
- ‘we’, ‘us’ or ‘our’ means Symprove Ltd; and
- ‘you’ or ‘your’ means the person using our site to buy products from us. You must be 18 years or older to use this site and order products from us.
How to contact us?
If you have any questions about our products or your order, please get in touch by:
- sending an email to support@symprove.com;
- through our chat channel available through our website (available Monday to Friday, 8:30 to 5:30pm); or
- calling us on 01252 413600 (our telephone lines are open Monday to Friday, 8:30am to 5:30pm).
We are a small team but we will aim to get back to you within 2 working days.
How can you order products from us?
You can order products through our website or by telephone (for one-off orders only) by calling the number shown on our website. We supply products in two ways:
- As a one-time delivery.
- As a subscription as described further on our website.
When will you acknowledge my order?
After you have placed your order, we will contact you by email to acknowledge your order and the key information about it. Our acknowledgement is not acceptance of your order.
Sometimes we cannot accept your order
Sometimes we cannot accept your order, this is typically for the following reasons:
- the goods are unavailable;
- we cannot authorise your payment;
- you are not allowed to buy the goods from us;
- we are not allowed to sell the goods to you;
- you have ordered the goods to resale;
- you have ordered too many goods; or
- there has been a mistake on the pricing or description of the goods.
When this happens, we will let you know as soon as possible and refund any sums you have paid.
When will we accept your order?
We will send you a confirmation email to confirm that we accept your order and will dispatch the products to you.
What happens when I order products through a subscription?
If you sign-up to receive products on a subscription basis, you will receive a confirmation email from us which will include a link to access your subscription account where you can manage future orders, subscription order items and subscription account information. Your subscription is personal to you and you may not assign or transfer your subscription or any of the benefits to anyone else.
I’ve purchased Symprove on a subscription, what do I need to know?
Rolling Subscription
You will receive a box of 4 bottles every 4 weeks. Your subscription will auto-renew every 4 weeks until you cancel your Rolling Subscription. We will send you an email reminder 7 days before the date of despatch of your next delivery which will also include instructions on how to change your order if you wish to do so.
For introductory offers, your first 12 weeks of the subscription will be at the introductory price. You will receive 3 boxes of 4 bottles every 4 weeks. After your first 3 boxes, your subscription will continue on a Rolling Subscription basis (see above) at full price. You will have the option to cancel any time during your introductory offer by contacting Customer Care on 01252 413600 or via email to support@symprove.com. After your introductory offer, you will also be able to cancel online via your account as well as by contacting Customer Care via phone or email.
Loyalty Subscription
For our Loyalty Subscriptions, you will receive a total of 13 x 4 bottles (52 bottles), which will be delivered every 4 weeks. Your subscription will continue for a fixed term of 52 weeks and will auto-renew at the end of the 52-week period onto a Rolling Subscription (see above). We will contact you 14 days prior to the end of the Loyalty Subscription term to notify you that your subscription is due to renew and instructions on how you can either cancel or amend your subscription. Your right to change your mind (as detailed in these terms) also applies to any renewal period and after your initial 52-week period you can cancel any time by contacting Customer Care on 01252 413600 or via email at support@symprove.com.
For all subscriptions, you also have a legal right to change your mind (see When you buy a product online you have a legal right to change your mind below).
How to Cancel Subscriptions
Rolling Subscription – you can cancel a Rolling Subscription (if applicable following but not before the expiry of an introductory offer) online via your account or by contacting Customer Care on 01252413600 or via email at support@symprove.com.
Loyalty Subscription - you can cancel a Loyalty Subscription upon the expiry of the 52-week period or thereafter by contacting Customer Care on 01252 413600 or via email at support@symprove.com.
When will we deliver your product placed as a one-time order?
For one-time orders, your order will be processed as soon as we have accepted it.
We use third-party couriers to deliver our goods. We will send you tracking information in the Confirmation Email.
Once your item has been dispatched we will notify you with tracking information.
When will we deliver your product on subscription?
For orders on subscription, your first order will be processed as soon as we have accepted your order and sent you a confirmation email. Once your item has been dispatched we will notify you with tracking information. You will then receive a delivery 4 weeks after your last delivery date (subject to any changes you make) until cancelled by you or us. You can view your next scheduled delivery date by logging into your account. We aim to deliver all orders to UK mainland addresses. 7 days a week.
We will send you an email reminder 7 days before the date of despatch of your next delivery which will also include instructions on how to change your order if you wish to do so. You may also receive other email notifications related to your subscription account for the purpose of us providing the product to you.
What else do I need to know about delivery?
If something happens which is outside of our control and affects the estimated date of delivery, we will provide you with a revised estimated date for delivery.
Delivery will take place at the address specified by you when you placed your order with us.
Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the date of your confirmation email, we will:
- let you know and provide you with an estimated delivery date, which you will have the option to accept; or
- give you the option to:
- a) cancel your order; and
- b) give you a refund.
If nobody is available to take delivery, please contact us at support@symprove.com.
We charge you when we accept your order
We will normally charge you when we accept your order for one-time orders and we may also take payment at regular intervals (for example, subscriptions), which will be explained to you in the order process.
Do you deliver internationally?
We can deliver to addresses outside of the UK and Ireland (International Delivery Destinations) if you contact us at support@symprove.com or by calling 01252 413600. However, please note there are restrictions on some goods for certain international delivery destinations, so please review the information we give you carefully before ordering goods.
Please be aware that the courier/shipping agent or customs may contact you directly to confirm you are the intended recipient and that the goods are for personal use. Please provide any additional information that they require in order to release the consignment in a timely manner.
All international delivery destination orders will be confirmed in writing via email at the time of ordering. It is your responsibility to check the quantity and flavour specified is correct as you will be responsible for any additional shipping costs.
Payment for international delivery destination orders can only be made via Stripe or Bank Transfer. Please do not email payment details to us. Refunds will be processed via the original payment method.
Who is responsible for duties and taxes?
If you order goods from our us for delivery to one of the international delivery destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination and you will be responsible for payment of these. We have no control over these charges and we cannot predict their amount. Please contact your local customs office for further information before placing your order.
What happens if my internationally delivery is refused in the country of destination?
If delivery is refused once the goods have arrived in the country of destination, either at the final delivery destination, or at the customs clearance, then refunds will not be honoured. If the goods are returned to us in the UK, you will be liable for any return shipping charges.
What if you want to make changes to your one-time order?
If you want to make changes to your one-time order , please get in touch as soon as possible by emailing us at support@symprove.com or call us on 01252 413600. We can only make the changes within 30 minutes of placing your order. If you cannot ask us before your product is dispatched, then you will receive (and have to pay for) your delivery, but you still have the legal right to change your mind (see below).
What if you want to make changes to your subscription?
You can make changes to your subscription at any time by logging into your subscription account, by emailing us at support@symprove.com or by calling us on 01252 413600.
You can make certain changes to the delivery dates of your subscription, you may change your delivery date or pause your subscription, at any time. If you amend your delivery date, the next delivery date will be 28 days from the new delivery date. You may only delay your order for 2 months at a time.
We can only make the changes if you ask us at least 72 hours before the next scheduled delivery day. If you cannot ask us at least 72 hours before, then you will receive (and have to pay for) your next scheduled delivery, but we will make the changes after that.
Your legal right to change your mind is dealt with below.
When you buy a product online you have a legal right to change your mind
For most products, when you buy online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs.
Time to change your mind
If you change your mind about a product, you must let us know no later than 14 days after:
- The day of delivery of the products under a one-time order; or
- The day of the first scheduled delivery to you of products under a subscription.
How to let us know you have changed your mind
To let us know you have changed your mind, contact us by emailing support@symprove.com, giving us your name, address and order number. If you are changing your mind about a subscription, you will receive an email confirmation to confirm that your order has been cancelled. If we haven’t been able to cancel our order before you have received it, we will let you know what to do with the product, including how to return.
We may reduce your refund if you have used or damaged a product
If you handle a product in a way which would not be acceptable in a store, we may reduce your refund to compensate us for its reduced value. If you have broken the seal, used the product or have otherwise damaged it, no refund will be due.
When and how will we refund you?
We will refund you within 14 days of us acknowledging you wish to change your mind and providing you have followed the instructions we have provided you with in respect of returns. Please note, that some banks can take up to an additional 7 days for the refund to show as cleared funds in your account. We will refund you by the method you used for payment. We will refund the price of the products in full (subject to any deduction we are entitled to make due to your use of or damage to the products), including the cost of standard delivery to you.
When can we cancel your order and your subscription?
We can cancel your order and your subscription:
- If any information you have provided to us is inaccurate.
- If any payment is not authorised by the issuer of your payment card.
- In the case of a subscription, at any time by notice to you prior to the next scheduled delivery of products under your subscription.
In the event of cancellation of your subscription by us, you will not have to pay for any products except to the extent that they have already been delivered to you, and any liability on your part to purchase products in future will be cancelled.
Where can you find out the price of the products?
The price of the products is as quoted on the website from time to time. All prices include any VAT (where applicable). Delivery costs will vary but will be shown (if applicable) in the total amount due during checkout. Before ordering your products or your subscription, you will be able to see on the checkout page the total price of your subscription, including any delivery charges and applicable VAT.
Will the price of the products change?
The price of the products may change from time to time and will be shown on the website. Any change in the price of any products for which you have a current subscription will be notified to you by email not less 14 days before the next scheduled delivery, and will you will be able to cancel your subscription prior to the next delivery if you do not agree to the change in price (instructions on how to do so will be set out in the email notifying you of the change).
How do we collect payment for the products that you order?
Payment for all orders must be made by using the payment options displayed on the checkout page. Note that we use a payment services provider to process payments on our behalf, and we do not process your payment details ourselves.
What if the products are damaged or faulty?
If any product you order is damaged or faulty when delivered to you, we may offer replacement or a full refund. If you are not happy with any of our products, please get in touch by emailing us at support@symprove.com and we will do our best to help!
I’d like to refer a friend, how do I do this?
We offer a refer-a-friend programme, which is managed by a third party, Mention Me, who will process your data and send you referral service emails. Click here for more information and your privacy rights.
By participating in our refer a friend programme, you agree to the following Mention Me Terms and Conditions.
What terms apply to promotional codes and discounts?
Some promotions may require the use of a promotion code ("Promo Code"). Promo Codes must be entered correctly during the checkout process on our website to receive the applicable discount or offer.
Each Promo Code is valid for one-time use per customer unless explicitly stated otherwise. Duplicate uses of Promo Codes may result in cancellation of the order or disqualification from the promotion.
Most Promo Codes are limited in time, we will let you know when these Promo Codes expire on our website from time to time.
Promo Codes cannot be combined with other offers, promotions, or discounts unless explicitly stated otherwise.
Promo Codes are non-transferable and cannot be redeemed for cash, gift cards, or any other form of credit.
The discount provided through our website applies only to the products or services specified in the Promotion and is subject to availability.
Can you buy our products on behalf of a business?
No - we only sell products via this website to consumers, not businesses. We will not be liable to you for any business losses, and any liability we do have for losses you suffer arising from the sale of any products to you if you were purchasing other than as a consumer shall not exceed the purchase price of the relevant products and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
How do we look after your personal data?
To find out what personal information we collect from you, how we take care of your personal data, and what we use it for, have a look at our privacy policy.
Law and jurisdiction
Our dealings with you (and these terms) are governed by English law.
Reactivation Promotion Terms & Conditions
- The offer is applicable to customers who have received our exclusive communications.
- Our 20% offer is valid for 3 months off the monthly rolling subscription only.
- Offer price will be £39.99 each month reverting to £49.99 from the fourth month onwards.
- Offer only valid for customers reactivating a previously cancelled subscription.
- Offer is limited to one use per person.
- There is no other alternative to this offer. Promotion only applies to stated products. This promotion cannot be used in conjunction with any other discount code or offer.
- All information correct as of 22nd August 2023.
- Symprove Limited reserves the right to change these Terms and Conditions at any time without prior notice. In the event that any changes are made, the revised Terms and Conditions will be posted on the website immediately.
OTG survey September 2024 prize draw
- We, Symprove Ltd, with our registered office at Sandy Farm, The Sands, Farnham, Surrey GU10 1PX, are the promoter of this prize draw.
- The prize draw is open to all UK residents aged 18 years or over, except employees of the Promoter, their families, agents or any third party directly associated with administration of the prize draw.
- The prize draw is free to enter and no purchase is necessary.
- All entries must be submitted via completion of customer survey and only one entry per person is permitted.
- The opening date for entries is 6pm on 23/9/24 and the closing date is midnight on 13/10/24. Entries received after this time will not be counted.
- We accept no responsibility for entries not successfully completed due to a technical fault technical malfunction, computer hardware or software failure, satellite, network or server failure of any kind.
- Ten winners will be chosen by random draw performed by a computer process on 15/10/24 ("Draw Date").
- The winners will receive one of 10 On the Go packs.
- The winner will be notified by email or telephone (using details provided at entry) before 18/10/24 and must provide a postal address to claim their prize. If a winner does not respond to us within 5 days of being notified by us, then the winner's prize will be forfeited and we will be entitled to select another winner in accordance with the process described above.
- The prize for the winner is non-exchangeable, non-transferable and no cash alternative is offered.
- We reserve the right to replace the prize with an alternative prize of equal or higher value if circumstances beyond our control makes it necessary to do so.
- Our decision regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it.
- We must either publish or make available information that indicates that a valid award took place. To comply with this obligation we will send the surname and county of major prize winners and, if applicable copies of their winning entries, to anyone who emails support@symprove.com or writes to Symprove Ltd, Sandy Farm, The Sands, Farnham, GU10 1PX (enclosing a self-addressed envelope) within one month after the closing date stated in condition 5. If you object to any or all of your surname, county and winning entry being published or made available, please contact us on support@symprove.com. In such circumstances, we must still provide the information and winning entry to the Advertising Standards Authority on request.
- Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. We reserve the right to refuse entry, or refuse to award the prize to anyone in breach of these terms and conditions.
- We reserve the right to hold void, cancel, suspend, or amend the promotion where it becomes necessary to do so.
- Insofar as is permitted by law, we, our agents or distributors will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by our negligence, agents or distributors or that of our employees. Your statutory rights are not affected.
- Personal data supplied during the course of this promotion will only be processed as set out in our privacy policy https://www.symprove.com/pages/privacy-policy?ref=footer.
- These terms and conditions and this promotion are governed by English law. If any entrants to this promotion wish to take court proceedings, then they must do this within the courts in the United Kingdom.
Gift with purchase terms and conditions
These terms (Gift Terms) apply to the free gift with a purchase of Symprove available from while stocks last on www.symprove.com (Website).
The Promotion
A free gift will automatically be added to any qualifying product purchased through the website during the Promotion Period, subject to eligibility criteria.
The free gift includes:
- 6 x travel bottles (70ml) of Symprove (2x Original, 2x Mango and Passion Fruit, 2x Strawberry and Raspberry)
- 1 x This Works® deep sleepTM spray (10ml)
- the opportunity (at your option) to sign up for a 3-month extended free trial of Deliciously Ella membership (see more details below) (https://www.deliciouslyella.com/membership/)
Where a free gift is being offered, only one free gift per transaction shall be provided (irrespective of how many products are purchased in that transaction).
The free gift is subject to availability and is non-transferable, non-refundable or exchangeable for cash or value or product. We reserve the right to substitute the gift with a gift of equal or greater value.
Who is eligible?
The free gift is available to new customers who purchase either a rolling subscription or a 12 week pack through the website.
You must reside in the UK, with a UK delivery address.
When will I receive my free gift?
You will receive your free gift as part of the delivery of your main order. For more information on delivery please see here: https://www.symprove.com/policies/shipping-policy
What other terms apply?
In addition to these gift terms, the following terms and conditions apply for the 3-month extended free trial of Deliciously Ella membership:
- This 3-month extended free trial offer is available exclusively through deliciouslyella.com in a partnership with Symprove.
- The trial grants access to all membership content as well as a 15% discount when you shop on both the Deliciously Ella website and app but must be started via the Deliciously Ella website.
- Your website login can then be used to access the Apple or Android Deliciously Ella app throughout your membership.
- If you opt to join it the trial must be redeemed via a QR code printed within the free gift box, which will automatically add the free trial to your basket on the deliciouslyella.com website.
- After the 3-month trial period, a premium yearly membership will automatically begin, and the annual fee (currently £27.99) will be charged to your payment method unless cancelled prior to the trial’s end date.
- To avoid charges, cancel the trial before the 3-month period concludes.
- This offer is available to new members only and is non-transferable.
- Full Deliciously Ella terms can be found here: https://www.deliciouslyella.com/legal/
New customer discount terms
These terms (New Customer Discount Terms) apply to the 35% discount (New Customer Discount) available for use on one-off 12 week packs of Symprove or the first 12 weeks of a Symprove Rolling subscription (Qualifying Products) available from 10:00 GMT Thursday 28th November 2024 to 23:59 GMT Monday 2nd December 2024 for new customers or from 10:00 GMT Thursday 28th November 2024 to 23:59 GMT Tuesday 3rd December 2024 for customers who have received a dedicated commercial email or while supplies last (Promotion Period) on www.symprove.com (Website).
New Customer Discount
New customers will be eligible to a New Customer Discount on all Qualifying Products available on the Website.
The New Customer Discount is non-transferable, non-refundable or exchangeable for cash or value or product. We reserve the right to withdraw the New Customer Discount at any time.
The New Customer Discount cannot be used in conjunction with any other offer or discount code available on the Website.
What happens if I have subscribed to your Rolling Subscription after 12 weeks?
If you have subscribed to our Rolling Subscription, you may cancel in accordance with our general terms and conditions - see here. After week 12 of your Rolling Subscription the 4 weekly cost of your Rolling Subscription will increase to non-discounted rate unless terminated by you. Details of how to terminate your subscription can be found here.
Who is eligible?
The New Customer Discount is available to new customers only or customers who have received a dedicated commercial email.
You must be residing in the UK with a UK delivery address.
What other terms apply?
In addition to these New Customer Discount terms, our general terms and conditions apply to all purchases made through the Website.
Gift with purchase terms and conditions
These terms (Gift Terms) apply to the free 7 day On The Go pack of Symprove (7 x 70ml bottles) (Travel Pack) when you switch from either a rolling or 6-month subscription to our fixed term loyalty subscription of 13 packs at £39.99 each, between 28nd November 2024 10:00 BST to 3rd December 2024 23:59 BST or while supplies last (Promotion Period) on www.symprove.com (Website).
The Promotion
A free On The Go Pack gift will automatically be added to your next delivery when you switch from either a rolling or 6-month subscription to a loyalty subscription from one of our exclusive emails.
If your next pack is due within two days of switching, your free gift will be added to your next delivery.
Only one On The Go Pack is available per customer.
The On The Go Pack gift is non-transferable, non-refundable or exchangeable for cash or value or product. We reserve the right to substitute the On The Go Pack gift with a gift of equal or greater value.
The On The Go Pack gift cannot be used in conjunction with any other offer or discount code available on the Website.
Who is eligible?
The free On The Go Gift is available to existing customers who switch from either a rolling or 6-month subscription to a loyalty subscription via our dedicated email communication.
You must be residing in the UK with a UK delivery address.
When will I receive my free On The Go Pack gift?
You will receive your free On The Go Pack gift with the first delivery of your subscription order. If your next pack is due within two days of switching, your free gift will be added to your next delivery. For more information on delivery please see here.
What other terms apply?
In addition to these Gift terms, our general terms and conditions apply to all purchases made through the Website.