Terms of service

1. Who we are

This website is operated by HeatHaven, a trading name of Ned Williams, based in the United Kingdom. Our address is 38 Whitley Road, Eastbourne BN22 8NJ and you can email us at customer.support.helpmail@gmail.com. By placing an order on this website, you agree to these terms. Please read them, along with our Shipping Policy, Refund Policy and Privacy Policy, which form part of these terms.

2. Placing an order

You must be at least 18 to place an order. When you place an order, we will email you to confirm we have received it. This is not yet acceptance of your order. Our contract with you is formed when we email you to confirm your order has been dispatched. If we cannot accept your order, for example because an item is out of stock or there is an error in the price or description, we will tell you and refund any payment in full.

3. Products

We do our best to describe and show our products accurately. Colours may look slightly different on your screen, and sizes and measurements are approximate. Product images are for illustration.

4. Prices and payment

All prices are in pounds sterling (GBP). We are not currently VAT registered, so no VAT is added to our prices. Delivery is free. For UK orders, the price shown at checkout is the total you pay. For orders outside the UK, import duties and taxes may be charged by your country on delivery, as explained in our Shipping Policy. If you pay in another currency, your bank or card provider may apply its own exchange rate or fees. We may change our prices at any time, but this will not affect orders already placed. Payment is taken when you place your order through our secure checkout.

5. Delivery

See our Shipping Policy for delivery times and what to do if your order is late or missing.

6. Cancellations, returns and refunds

See our Refund Policy for your right to cancel and your rights if an item is faulty. Nothing in these terms affects your legal rights as a consumer.

7. Using decorations and light-up products safely

Please read and follow any instructions supplied with your product. Our decorations are not toys and should be kept out of reach of young children and pets, as some contain small parts. For products with lights or batteries: use only the battery type or power supply stated, do not use the product if it or its cable is damaged or wet, keep it away from heat sources and anything flammable, switch it off when unattended, and remove batteries when storing it. Unless a product is clearly marked as suitable for outdoor use, please use it indoors only.

8. Our responsibility to you

If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that. We are not responsible for loss or damage that is not foreseeable, or for any business losses, as our products are for personal use only. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for your legal rights in relation to the products we sell you.

9. Complaints

If you are unhappy with anything, please email customer.support.helpmail@gmail.com and we will aim to reply within 2 working days and resolve it as quickly as possible.

10. Website content

All content on this website, including text, images and videos, belongs to us or our licensors. Please do not copy or reuse it without our permission.

11. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones on this website when you placed it.

12. Law

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts there. If you live outside the UK, you also keep any protections given to you by the consumer laws of your own country.