These terms and conditions form the basis on which you can visit our website and purchase Sittingwell® products. Please read them carefully as they contain important information.

General terms and conditions

This site is owned and operated by Sittingwell Ltd of Horsey View Farm, Newtown, Kingsbury Episcopi, Martock, Somerset, TA12 6BQ. Sittingwell Ltd is registered in England and Wales under company number 07477148. If you have any queries about these terms and conditions, or any comments or complaints about our website or an order, you can contact us at info@sittingwell.co.uk or on 01935 507910.

1. About these terms

1.1 These terms and conditions apply when you purchase goods from Sittingwell Ltd through www.sittingwell.co.uk. They explain who we are, how a contract is formed, how we supply your order, your cancellation and return rights, and what to do if there is a problem.

1.2 We currently sell physical Sittingwell® products through the website. These terms do not govern health consultations, workshops, events, courses, downloads, subscriptions or memberships unless the website expressly states that the relevant product is sold under these terms and the terms have been updated to cover it.

1.3 You must be at least 18 years old and legally capable of entering into a contract to place an order.

1.4 In these terms, “we”, “us” and “our” mean Sittingwell Ltd. “You” and “your” mean the person placing the order as a consumer. “Product” means a physical item offered for sale through our website.

1.5 When we refer to “writing” or “written”, this includes email.

2. Information about us and how to contact us

2.1 Sittingwell Ltd is a company registered in England and Wales under company number 07477148. Our registered and trading address is Horsey View Farm, Newtown, Kingsbury Episcopi, Martock, Somerset, TA12 6BQ.

2.2 You can contact us by emailing info@sittingwell.co.uk or telephoning 01935 507910.

2.3 If we need to contact you about your order, we will use the email address, telephone number or postal address you provided when ordering. You are responsible for ensuring that these details are complete and accurate.

3. Products and website information

3.1 We take reasonable care to ensure that product descriptions, prices and other information on our website are accurate. Minor variations may occur because products are handmade, materials can vary naturally and colours may display differently on different screens.

3.2 Any measurements, weights and capacities shown on the website are approximate unless expressly stated otherwise.

3.3 Product images are illustrative. Packaging and minor details may differ from the images shown, provided that the product remains as described and is of satisfactory quality and fit for its intended purpose.

3.4 Each Sittingwell® cushion is currently manufactured after an order is received. This is a production method only. Unless a product is genuinely personalised or made to specifications supplied by you, it does not remove your statutory cancellation rights or the additional 30-day return right in these terms.

3.5 You are responsible for checking that the product is suitable for the chair or seating arrangement in which you intend to use it, taking account of the information and measurements provided on the website. This does not affect your rights if the product is faulty, misdescribed or not fit for a purpose that you made known to us and we accepted.

4. Placing an order and formation of the contract

4.1 You can correct errors in your order before submitting it. Please check the order carefully before payment.

4.2 When you place an order, you are offering to buy the product on these terms. We will send an automated email acknowledging receipt of your order. That acknowledgement does not mean that we have accepted your order.

4.3 Our acceptance of your order takes place when we dispatch the product and send you a dispatch confirmation. At that point, a legally binding contract is formed between you and us.

4.4 If we cannot accept your order, we will tell you and refund any payment taken. This may happen because a product or material is unavailable, we cannot deliver to your address, there is an obvious error in the price or description, we suspect fraud or misuse, or we cannot meet a delivery requirement you have told us is essential.

4.5 We will assign an order number to your order. Please quote it whenever you contact us about that order.

4.6 We provide the contract information and order confirmation electronically. You may save or print these terms for your records.

5. Prices and payment

5.1 The price payable for a product is the price displayed at checkout when you place your order, together with any delivery charge clearly shown before you submit the order. Sittingwell Ltd is not currently registered for VAT and does not charge VAT on its sales.

5.2 We accept payment by Visa, Mastercard and American Express. Apple Pay and Google Pay may also be available at checkout for customers using eligible devices and accounts. Payments are processed securely through Stripe via our WooCommerce checkout.

5.3 Payment is taken in full when you place your order. Taking payment does not mean that we have accepted your order. Our acceptance takes place when we dispatch the product, as explained in clause 4.3.

5.4 If a price is obviously incorrect and you could reasonably have recognised the error, we may reject your order before acceptance. If the order has already been accepted, we may cancel the contract, refund the amount paid and require the return of any product supplied.

5.5 We do not receive or store your complete payment-card details. Stripe, Apple Pay or Google Pay may process payment information in accordance with their own applicable terms and privacy notices.

6. Delivery

6.1 We currently deliver to addresses within the United Kingdom only. We do not accept orders for delivery outside the United Kingdom through the website.

6.2 Products are currently made after the order is received. The normal production estimate is four to six weeks, after which the order is sent by Royal Mail second-class post. The estimate is not a guaranteed delivery date, but we will take reasonable steps to supply the product within the period agreed with you.

6.3 If you require a tracked, signed-for or other recorded delivery service, contact us before placing the order. We will tell you whether it is available and any additional charge.

6.4 Delivery charges are displayed before you submit your order.

6.5 We do not currently offer customer collection from Horsey View Farm.

6.6 We will deliver to the address supplied in your order. Please check it carefully. We are not responsible for delay or loss caused by an incorrect or incomplete address supplied by you, although we will try to help resolve the problem.

6.7 If no one is available to receive a delivery, Royal Mail may follow its usual delivery, redelivery or collection procedures.

6.8 If supply is delayed by circumstances outside our reasonable control, we will contact you as soon as reasonably possible and take reasonable steps to reduce the effect of the delay. Your statutory rights relating to late delivery remain unaffected.

6.9 If we miss an agreed delivery deadline that was essential and you told us before the contract was made that it was essential, or if we refuse to deliver, you may have the right to end the contract immediately. In other cases, you may give us an appropriate further deadline and end the contract if we do not meet it.

7. Risk and ownership

7.1 The product remains at our risk until it is delivered into your physical possession or to a person identified by you to receive it.

7.2 If you arrange your own carrier and that carrier was not offered by us, risk passes to you when we hand the product to that carrier.

7.3 You own the product when it has been delivered to you and we have received payment in full.

8. Cancelling before dispatch

8.1 You may ask us to cancel your order at any time before dispatch by contacting info@sittingwell.co.uk or 01935 507910 and quoting your order number.

8.2 Because the contract is not formed until dispatch, we will normally cancel and refund an order that has not yet been dispatched. If the product has already been dispatched, the return provisions below apply.

9. Your 30-day change-of-mind return right

9.1To cancel or request a return, please email info@sittingwell.co.uk with your name, order number and details of the product you wish to return. You may also notify us by telephone or by another clear statement. Please include your name and order number inside the returned parcel so that we can identify your order.

9.2 In addition to your statutory rights, we allow you to change your mind and return an eligible product within 30 days after the day on which you receive it.

9.3 To use this right, you must tell us clearly within that 30-day period that you wish to cancel. You can email info@sittingwell.co.uk, telephone 01935 507910 or use the model cancellation form at the end of these terms.

9.4 You may unpack and try the cushion to assess its nature, characteristics, fit and function. Please handle it only as much as you reasonably would if examining it in a shop and keep it clean and in good condition while deciding whether to keep it.

9.5 You must return the product without undue delay and no later than 14 days after telling us that you are cancelling. Send it to Sittingwell Ltd, Horsey View Farm, Newtown, Kingsbury Episcopi, Martock, Somerset, TA12 6BQ.

9.6 You are responsible for the direct cost and risk of returning a product when you have simply changed your mind. We recommend using suitable packaging and obtaining proof of posting. You are not required to use an enhanced postal service, but you remain responsible until the return reaches us.

9.7 We may reduce the refund to reflect any reduction in value caused by handling beyond what was reasonably necessary to establish the product’s nature, characteristics and functioning. Ordinary unpacking and a reasonable trial will not, by themselves, prevent a return.

9.8 We will refund the price paid and the cost of our least expensive standard delivery option. We do not have to refund any additional amount paid for a premium or recorded delivery service.

9.9 We will make the refund using the original payment method, unless you expressly agree otherwise. We will not charge a refund fee.

9.10 We will refund you within 14 days after we receive the returned product or, if earlier, within 14 days after you provide evidence that it has been sent back.

9.11 The fact that a cushion is manufactured after an order is received does not exclude this right where the cushion is not personalised or made to your individual specifications.

10. Faulty, damaged or incorrectly supplied products

10.1 We are under a legal duty to supply products that conform to the contract. Products must be as described, of satisfactory quality, fit for their usual purpose and fit for any particular purpose that you made known to us before purchase and that we accepted.

10.2 If a product arrives damaged, is faulty, is not what you ordered or otherwise does not conform to the contract, contact info@sittingwell.co.uk as soon as reasonably possible, quoting your order number and describing the problem. Photographs may help us assess transit damage or a visible fault.

10.3 Your legal remedies may include a short-term right to reject within 30 days, repair or replacement, and in appropriate circumstances a price reduction or final right to reject. The remedy available depends on the circumstances and the Consumer Rights Act 2015.

10.4 Where a product is faulty or incorrectly supplied, we will pay reasonable return postage or arrange an appropriate return method. Do not return a faulty product at your own expense without contacting us first unless it is reasonable to do so.

10.5 The voluntary 30-day change-of-mind period is separate from, and does not limit, your statutory rights concerning faulty, damaged or misdescribed goods.

10.6 We do not provide a separate commercial warranty or guarantee beyond the rights stated in these terms and your statutory rights.

11. Our right to cancel or end the contract

11.1 We may end the contract if you do not provide information reasonably required to fulfil the order, do not pay an amount properly due, or do not take reasonable steps to enable delivery after we contact you.

11.2 If we end the contract because of your breach, we will refund amounts paid for products not supplied, but may deduct reasonable losses directly caused by the breach where the law permits.

11.3 We may withdraw a product from sale. If this affects an accepted order, we will contact you and refund any amount paid for a product we cannot supply.

12. Our responsibility to you

12.1 If we fail to comply with these terms, we are responsible for loss or damage that is a foreseeable result of our breach of contract or our failure to use reasonable care and skill.

12.2 We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, breach of your statutory rights in relation to the products, and defective products under applicable product-liability law.

12.3 We supply products for domestic and private use. If you use a product for a commercial, business or resale purpose, we will not be responsible for business losses such as loss of profit, revenue, opportunity or business interruption, except where liability cannot lawfully be excluded.

12.4 Nothing in these terms affects rights you have under consumer law.

13. Product use and health information

13.1 Information on our website about posture, comfort, back support or wellbeing is general information and is not a diagnosis or a substitute for personalised medical advice.

13.2 Use the product in accordance with the instructions and information supplied. If you have a medical condition, recent injury, unexplained symptoms or concerns about whether the product is suitable for you, seek advice from an appropriately qualified healthcare professional.

13.3 Stop using the product and seek appropriate advice if it causes significant or persistent pain, numbness, weakness or other concerning symptoms.

14. Personal information

14.1 We use personal information in accordance with our Privacy Policy, which is available on our website. It explains the information we collect, our lawful bases, who we share it with, retention, international transfers and your rights.

14.2 Payment information is processed by Stripe. Delivery details are used to supply your order through Royal Mail and any service providers involved in operating the website and fulfilling the contract.

14.3 Our use of cookies and similar technologies is explained in our Cookie Policy and managed through the website’s cookie-consent tools.

15. Customer reviews

15.1 Customers and other users may be able to submit product reviews and photographs on our website. We may also send a single neutral invitation approximately 35 days after delivery asking a purchaser to share an honest review. Leaving a review is voluntary and no discount, prize, gift or other incentive is offered.

15.2 Review invitations and review administration are supported by the CusRev plugin using its self-hosted option. Reviews collected through our website remain hosted within our website systems and are not intentionally published by us on CusRev.com.

15.3 A review submitted through an invitation linked to an order may be labelled as originating from a purchaser. A review submitted directly on a product page may not carry that indication. We will not describe a review as independently verified when we use the self-hosted option.

15.4 We check reviews before publication. Positive and negative reviews are subject to the same standards. We will not refuse, delay, edit or remove a genuine, relevant and lawful review merely because it is critical or gives a low rating.

15.5 A review must reflect a genuine experience and must not be fake, misleading or submitted by someone with an undisclosed conflict of interest. Because we do not offer incentives, a reviewer must not state or imply that an incentive was received from us.

15.6 We may refuse, delay while investigating, remove or ask the reviewer to amend a review or photograph where we reasonably believe that it:

is fake, misleading, manipulated, duplicated or does not reflect a genuine experience;

relates to a different product or is not relevant to the product or customer experience;

contains unlawful, defamatory, threatening, harassing, discriminatory, abusive, obscene or otherwise seriously inappropriate material;

contains personal, confidential, financial or sensitive information about the reviewer or another person;

contains advertising, promotional material, spam, malicious links or content posted for an improper commercial purpose;

infringes intellectual-property, privacy or other legal rights;

contains a photograph that is irrelevant, inappropriate, unsafe or reveals personal information without an appropriate basis; or

is technically corrupted, unintelligible or otherwise cannot reasonably be published.

15.7 Where appropriate, we may contact the reviewer for information needed to investigate authenticity or to remove personal information. We will take reasonable and proportionate steps to prevent and remove fake reviews, concealed incentivised reviews and false or misleading review information.

15.8 Reviews should be published without unreasonable delay once checks are complete. Where CusRev permits, an invited reviewer may update a review through the original review link. An updated review remains subject to these standards.

15.9 A product review is intended for publication and is different from a private complaint. To ask us to resolve a problem with an order or product, contact info@sittingwell.co.uk. Making a complaint does not prevent you from leaving an honest review, and leaving a negative review does not affect how we handle a complaint or your legal rights.

15.10 By submitting text or photographs, you confirm that you have the right to submit them and grant Sittingwell Ltd a non-exclusive, worldwide, royalty-free licence to store, reproduce and display them for the purpose of operating and presenting customer reviews and review information. You retain ownership of your content.

15.11 We may display aggregate ratings, review counts and summaries only where they reasonably reflect the reviews included. We will not knowingly distort review information by excluding genuine negative reviews or including reviews we know or ought reasonably to know are fake or misleading.

15.12 If you believe that a review or review photograph breaches this policy, contact info@sittingwell.co.uk and identify the review and your concern. We will consider the report and take proportionate action where appropriate.

16. Complaints and dispute resolution

16.1 If you have a question or complaint, please contact Lorna or Rachael at info@sittingwell.co.uk or telephone 01935 507910. Please include your order number and enough information for us to understand the issue.

16.2 We will try to resolve complaints fairly and within a reasonable time. We are not currently a member of, or required to use, a particular alternative dispute resolution scheme.

16.3 If a dispute remains unresolved, we will provide any information about alternative dispute resolution that we are legally required to provide at that time, including whether we are willing or obliged to use a particular provider.

17. Other important terms

17.1 We may transfer our rights and obligations under the contract to another organisation, but this will not reduce your rights or increase your obligations without your consent where consent is required.

17.2 You may transfer your rights under the contract to another person where the law permits. You may transfer your obligations only with our written agreement.

17.3 The contract is between you and us. No other person has a right to enforce its terms, except where the law provides otherwise.

17.4 If a court or relevant authority decides that part of these terms is unlawful or unenforceable, the remaining provisions will continue to apply.

17.5 If we delay enforcing a right, that does not mean that we have waived it.

17.6 We may update these terms from time to time. The version in force when you place your order applies to that order unless a change is required by law or you agree otherwise.

18. Governing law and courts

18.1 These terms and the contract are governed by English law.

18.2 You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.