Terms of Service

Welcome to Osena London. These Terms of Service govern your use of our website, osenalondon.com, and your purchase of products from us.

By accessing our website, placing an order, or otherwise using our services, you agree to these Terms of Service. Please read them carefully before using our website or making a purchase.

Nothing in these Terms of Service affects your statutory rights under applicable UK consumer law.

1. About Us

Osena London
1 Greenwood Ave
Clifton, Swinton
Manchester M27 8RZ
United Kingdom

Email: support@osenalondon.com

Website: osenalondon.com

2. Use of Our Website

You may use our website for lawful personal shopping and informational purposes.

You agree not to:

• Use the website for unlawful, fraudulent, or abusive purposes.
• Attempt to gain unauthorised access to our website, systems, accounts, or networks.
• Introduce viruses, malware, malicious code, or other harmful technologies.
• Interfere with the security, operation, or performance of the website.
• Use automated systems to extract, scrape, copy, or reproduce website content without permission.
• Misrepresent your identity or provide false or misleading information when placing an order.
• Use our website in a way that infringes the rights of another person.

We may restrict access to our website where reasonably necessary to protect our customers, systems, or business from fraud, misuse, or security threats.

3. Product Information

We aim to provide accurate and clear information about the products offered through our website, including descriptions, photographs, sizes, colours, materials, and prices where applicable.

Product images are provided to help illustrate the appearance of our products. The appearance of colours may vary slightly depending on your device, screen settings, lighting, and other display conditions.

Measurements and sizing information may be approximate. We recommend reviewing the product information and available size guidance before placing an order.

Nothing in these Terms limits your rights where goods are faulty, not as described, or otherwise fail to meet requirements under applicable UK consumer law.

4. Product Availability

All products are subject to availability.

Adding an item to your shopping basket does not reserve the product. In rare circumstances, an item may become unavailable after an order has been submitted.

If we cannot supply an item you ordered, we will contact you and refund any amount paid for that unavailable item.

5. Prices

Prices displayed on our website are shown in British Pounds Sterling (GBP) unless otherwise stated.

The total amount payable, including any applicable delivery charges, will be displayed before you complete your order.

We may change product prices from time to time. Changes will not affect orders that we have already accepted, except where permitted or required by law.

If we discover an obvious pricing error before accepting your order, we may contact you to confirm whether you wish to proceed at the correct price or cancel the affected order.

6. Placing an Order

When you place an order through our website, you are making an offer to purchase the selected products subject to these Terms of Service.

Before submitting your order, you are responsible for checking that your order details, delivery address, billing information, selected products, sizes, colours, quantities, and other information are correct.

After placing an order, you may receive an electronic acknowledgement confirming that we have received it. Receipt of an order acknowledgement does not necessarily mean that your order has been accepted.

A contract for the sale of goods is formed when we accept your order in accordance with our order process.

7. Order Acceptance and Cancellation

We reserve the right to decline or cancel an order where there is a legitimate reason to do so, including:

• The product is unavailable.
• Payment cannot be authorised or verified.
• We reasonably suspect fraudulent or unauthorised activity.
• There is an obvious error in the price or product information.
• We cannot deliver to the address provided.
• The order violates these Terms of Service or applicable law.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled portion of the order.

8. Payment

Payment must be made using a payment method available through our checkout.

Depending on availability at checkout, accepted payment methods may include:

• Visa
• Mastercard
• American Express
• UnionPay
• Apple Pay
• Google Pay
• Shop Pay

Payment information must be accurate and you must be authorised to use the payment method provided.

Payments are processed securely through our payment service providers. We do not store your full payment card details.

We may request additional verification where reasonably necessary to protect against fraud or unauthorised transactions.

9. Delivery

Orders will be processed and delivered in accordance with our Shipping Policy.

You are responsible for providing a complete and accurate delivery address when placing your order.

If delivery is delayed due to circumstances outside our reasonable control, we will take reasonable steps to minimise the effect of the delay and communicate with you where appropriate.

Your statutory rights regarding delivery are not affected by these Terms.

10. Right to Cancel

If you are a UK consumer purchasing goods online, you will generally have a statutory right to cancel your order without giving a reason within 14 days after receiving the goods, subject to applicable exceptions.

If an order contains multiple goods delivered separately, the cancellation period may run from the date on which the final item is received, as provided by applicable law.

After notifying us of your cancellation, you generally have a further 14 days to send the goods back.

For instructions and further information about exercising your cancellation rights, please see our Return and Refund Policy or contact us at support@osenalondon.com.

11. Returns and Refunds

In addition to applicable statutory cancellation rights, Osena London provides eligible customers with a 30-day return period from the date an order is delivered.

Return eligibility, exclusions, return shipping responsibilities, and refund procedures are explained in our Return and Refund Policy.

Nothing in our return policy or these Terms limits your statutory rights where products are faulty, damaged, incorrectly supplied, or not as described.

12. Faulty or Misdescribed Goods

Goods supplied by Osena London must meet the standards required by applicable UK consumer law, including requirements relating to satisfactory quality, fitness for purpose where applicable, and conformity with their description.

If you receive an item that is faulty, damaged, incorrect, or materially different from its description, please contact us at support@osenalondon.com.

Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair, replacement, price reduction, or another appropriate remedy.

13. Returns for Change of Mind

Where a return is made because you have changed your mind rather than because the product is faulty, incorrect, or not as described, eligibility will depend on our Return and Refund Policy and your applicable statutory cancellation rights.

Products should be handled only as reasonably necessary to establish their nature, characteristics, and fit. Where permitted by law, we may reduce a refund to reflect a reduction in value resulting from handling beyond what would reasonably be permitted in a physical shop.

14. Promotions and Discount Codes

From time to time, we may offer promotional discounts or discount codes.

Unless otherwise stated:

• Promotional offers are subject to availability.
• Discount codes must be entered before completing checkout.
• Only one discount code may be used per order unless otherwise specified.
• Discounts cannot normally be applied retrospectively to completed orders.
• Promotional offers may have specific eligibility requirements or expiry dates.

Any additional terms applicable to a particular promotion will be provided with that promotion.

15. Customer Accounts

If our website allows you to create a customer account, you are responsible for keeping your login credentials confidential and for providing accurate account information.

Please contact us promptly if you believe your account has been accessed or used without your authorisation.

We may suspend or close an account where reasonably necessary due to suspected fraud, unlawful activity, security concerns, or material misuse of our services.

16. Intellectual Property

Unless otherwise stated, the content made available through our website, including text, graphics, logos, product descriptions, photographs, layouts, designs, and other materials, is owned by or licensed to Osena London and is protected by applicable intellectual property laws.

You may access and use our website content for your personal, non-commercial use.

You may not reproduce, distribute, commercially exploit, modify, publish, or otherwise use our protected content without prior permission, except where permitted by law.

17. Third-Party Services and Links

Our website may include services, applications, integrations, or links provided by third parties, including payment providers, delivery providers, and other technology services.

Third-party websites and services operate under their own terms and privacy practices. We are not responsible for the content or operation of independent third-party websites that we do not control.

You should review the applicable terms and privacy policies before using third-party services.

18. Website Availability

We aim to keep our website available and functioning correctly, but we do not guarantee uninterrupted or error-free access at all times.

We may temporarily suspend or restrict access where reasonably necessary for maintenance, updates, security, technical issues, or circumstances outside our reasonable control.

19. Our Responsibility to You

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability that cannot legally be excluded or restricted under UK consumer law.

In particular, nothing in these Terms excludes or limits your rights relating to faulty goods, goods that are not as described, or other statutory consumer protections.

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill where required by law.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed or for losses caused by circumstances for which we are not legally responsible.

Products sold through our website are intended primarily for personal and domestic use. Nothing in this section affects rights that cannot legally be excluded.

20. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control where the law allows, such as severe weather, transportation disruption, network failures, natural disasters, governmental action, or other unexpected events.

If such an event affects your order, we will take reasonable steps to minimise its impact and will communicate with you where appropriate.

Your statutory rights, including any rights relating to significantly delayed delivery, remain unaffected.

21. Privacy

Your personal information is processed in accordance with our Privacy Policy.

Our Privacy Policy explains what personal information we collect, why we process it, how it may be shared, how long it may be retained, and your rights under applicable UK data protection law.

22. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our website, business practices, services, or legal and regulatory requirements.

The Terms that apply to your purchase will generally be those in effect when your order is placed, unless a change is required by law or otherwise validly applies to your contract.

The current version of these Terms will be published on this page.

23. Severability

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

24. No Waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce that provision later.

25. Governing Law

These Terms of Service and contracts for purchases made through our website are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

If you are a consumer residing elsewhere in the United Kingdom, nothing in these Terms deprives you of any mandatory protections or rights available to you under the laws applicable in your place of residence.

26. Complaints

If you have a concern or complaint about an order, product, or our services, please contact us at support@osenalondon.com.

We will make reasonable efforts to review and resolve your complaint promptly.

27. Contact Us

If you have questions about these Terms of Service, please contact us:

Osena London
1 Greenwood Ave
Clifton, Swinton
Manchester M27 8RZ
United Kingdom

Email: support@osenalondon.com

Business Hours: Monday to Friday, 9:00 to 17:00 UK time

We aim to respond to customer enquiries within 12 working hours.