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?
Flexible Subscription
You will receive 4 bottles every 4 weeks. Your subscription will auto-renew every 4 weeks until you cancel your Flexible Subscription. We will contact you 7 days prior to the end of each 4 week period to notify you that your subscription is due to renew and instructions on how you can either cancel or amend your subscription.
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 for a further period of 52 weeks unless you cancel your subscription by letting us know you’d like to cancel prior to the renewal date. We will contact you 14 days prior to the end of the 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.
For introductory offers, your subscription will continue for an initial period of 12 weeks at the introductory price. You will receive 3 boxes of 4 bottles every 4 weeks. We will contact you 7 days prior to the end of the initial 12 week subscription term to notify you that your initial subscription is due to renew and instructions on how you can either cancel or amend your subscription. You will have the option to not-renew, renew your subscription on a flexible basis or subscribe for a fixed term, the charges for which will be notified to you. If you do not inform us if you would like to cancel or subscribe to one of our subscription options, your subscription will continue on a rolling basis at the price displayed on our website. Your right to change your mind (as detailed in these terms) also applies to any renewal period.
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).
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.
Promotional Terms and Conditions
These promotional terms and conditions (the "Terms") apply to any and all promotions, discounts, offers, or codes (collectively referred to as "Promotions") provided by Symprove ("we," or "us") through our website, mobile application, or any other online platform (collectively referred to as the "Platform"). By participating in any Promotion, you agree to be bound by these Terms. If you do not agree with these Terms, please do not participate in any Promotion.
Eligibility and Participation:
1.1 Promotions are open to individuals who meet the following criteria:
- a) Reside in the country where the Promotion is being offered.
- b) Meet any age restrictions or other requirements specified for the particular Promotion.
- c) Comply with these Terms and any additional terms and conditions provided for the Promotion.
1.2 Employees, agents, affiliates, and immediate family members of Symprove are not eligible to participate in Promotions.
1.3 Participation in a Promotion is voluntary. By participating, you confirm that all information provided by you is true, accurate, and complete.
Promotion Duration:
2.1 Each Promotion will have a specified start and end date ("Promotion Period"). The Promotion Period will be communicated through our Platform, advertising materials, or any other means deemed appropriate by Symprove.
2.2 Symprove reserves the right to modify, extend, suspend, or terminate any Promotion, in whole or in part, at any time and for any reason without prior notice.
Promotion Codes and Discounts:
3.1 Some Promotions may require the use of a promotion code ("Promo Code"). Promo Codes must be entered correctly during the checkout process on the Platform to receive the applicable discount or offer.
3.2 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.
3.3 Promo Codes cannot be combined with other offers, promotions, or discounts unless explicitly stated otherwise.
3.4 Promo Codes are non-transferable and cannot be redeemed for cash, gift cards, or any other form of credit.
3.5 The discount provided through a Promotion applies only to the products or services specified in the Promotion and is subject to availability.
Limitations and Exclusions:
4.1 Promotions may have certain limitations and exclusions, which may include, but are not limited to:
- a) Exclusion of certain products, brands, or categories.
- b) Minimum purchase requirements.
- c) Maximum discount limits.
- d) Geographic restrictions.
4.2 Limitations and exclusions specific to each Promotion will be clearly stated in the promotional materials or terms associated with that Promotion.
General Terms:
5.1 Symprove reserves the right to disqualify any participant who violates these Terms or engages in any fraudulent or abusive behaviour.
5.2 Symprove's decision regarding any aspect of the Promotion, including but not limited to eligibility, disqualification, and interpretation of these Terms, is final and binding.
5.3 Symprove may collect and process personal information provided by participants for the purposes of administering the Promotion. By participating in a Promotion, you consent to Symprove's use of your personal information as described in our Privacy Policy.
TV Sale March 2024 - Terms & Conditions
- Our TV offer relates to our monthly rolling subscription & 3 month pack
- Our 33% off offer is valid when code SAVE33 is used at the checkout and used to purchase the monthly rolling subscription or 3 month pack.
- The subscription offer price for the first 3 months of the monthly rolling subscription will be £33.33 each month.
- The subscription offer price will revert to £49.99 from the fourth month onwards.
- The discounts are only valid for new customers on UK orders.
- The offer is valid for a limited time and only on orders received between 00:00 Friday 01 March 2024 and 23.59 Sunday 31 March 2024.
- Offer code SAVE33 is only valid for use on com
- There is no other alternative to this offer. Promotion only applies to stated products. This offer cannot be used in conjunction with any other discount code or offer.
- All information correct as of March 1st, 2024.
- 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.
Leap Day 2024 - Terms & Conditions
- The Leap Day offer relates to our monthly rolling subscription & 3 month pack
- Our 29% off offer is valid when code LEAP29 is used at the checkout and used to purchase the monthly rolling subscription or 3 month pack.
- The subscription offer price for the first 3 months of the monthly rolling subscription will be £35.50 each month.
- The subscription offer price will revert to £49.99 from the fourth month onwards.
- The discounts are only valid for new customers on UK orders.
- The offer is valid for a limited time and only on orders received between 00:01 Thursday 29th February 2024 and 23.59 Thursday 29 February 2024.
- Offer code LEAP29is only valid for use on com
- There is no other alternative to this offer. Promotion only applies to stated products. The Leap Day sale offer cannot be used in conjunction with any other discount code or offer.
- All information correct as of February 28th, 2024.
- 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.
Spring Sale 2024 - Terms & Conditions
- The Spring Sale offer relates to our monthly rolling subscription & 3 month pack
- Our 30% off offer is valid when code SPRING30 is used at the checkout and used to purchase the monthly rolling subscription or 3 month pack.
- The subscription offer price for the first 3 months of the monthly rolling subscription will be £35.00 each month.
- The subscription offer price will revert to £49.99 from the fourth month onwards.
- The discounts are only valid for new customers on UK orders.
- The offer is valid for a limited time and only on orders received between 00:01 Monday 25th March 2024 and 23.59 Sunday 31stMarch 2024.
- Offer code SPRING30 is only valid for use on .com
- There is no other alternative to this offer. Promotion only applies to stated products. The Spring Sale offer cannot be used in conjunction with any other discount code or offer.
- All information correct as of March 22nd2024
- 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.
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) with a purchase of a Symprove flexible subscription available from 7th May 2024 10:00 BST to 13th May 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 any new flexible subscription purchased through the Website during the Promotion Period subject to eligibility criteria.
Only one On The Go Pack is available per new 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 new customers only & anyone who received a dedicated commercial email.
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. 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
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.
