Terms & Conditions

 

Payment

We accept payment via any of the major credit or debit card issuers and PayPal. These include; Visa, Visa Electron, Switch, Solo, MasterCard and Maestro. All postage and packing charges will be included in your total payable charge at the point of payment. There are no hidden costs. The total cost is inclusive of UK tax and includes the cost of postage and packing.

Privacy & Security

Here at Cello we take the protection of our customer’s privacy very seriously. We will only ever use information we collect about you for legitimate purposes and always in compliance with the Data Protection Act 1998 and GDPR. All information that we collect about our customers will be held in compliance with the data protection act, will not be passed onto other companies and we will not contact you without your consent.

We use Mailchimp as our marketing automation platform. By subscribing to our newsletter you acknowledge that the information you provide will be transfered to Mailchimp for processing in accordance with their privacy policy.

Our Payment Service Provider is SagePay – the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way. Sage Pay uses a range of secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards. Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable. Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.

When buying through our site, you can be sure that you are completely protected.

We do not store credit/debit card details, nor do we share financial details with and third parties.

Returns Replacements & Damages

Returns

We want you to enjoy our candles and fragrances but if you do not, you can return any item within 15 days of receipt as long as it is unused and unopened in its original packaging.
We are happy to exchange the product for a replacement or to issue a refund via the same method used to make the purchase. We do not refund postage charges for goods unless they are deemed to be faulty, however we will send any replacements/exchanges free of postage charges.
If you choose to return goods for any other reason than that the goods are faulty, it is your responsibility to ensure that the goods are properly packaged and are returned to us in a re-saleable condition. It is your responsibility to pay for any return postage charges.

Damages

Most of our products are fragile and whilst we attempt to minimise damages through vaious means, accidents do happen.
If your order has been damaged in transit get in touch as soon as possible, either via email or telephone. We will ask for photographic evidence of the breakage to be sent via email (to enquiries@cello.co.uk). We will then arrange to have a replacement sent out.
Do not dispose of or destroy any damaged goods untill you have been in touch with us and we have instructed you to do so. We will be unable to assist with your complaint if you have disposed of damaged goods prior to contacting us.
Do not attempt to use damaged goods. We cannot be held responsible for any injury to persons or damage to property resulting from the use of damaged goods.

You can contact us about returns or breakages using the 'Contact Us' link or the Company Details at the bottom of this page.

Product Representation

Whilst every effort is made to provide accurate visual and written descriptions of our products, we cannot accept responsibility for colour variation. Colour variation can occur for a number of reasons, the most common of which is variation between different brands of computer monitor.

Product Availability

Our website is updated on a regular basis and it is our intention to only display goods that are in stock and available for purchase. However, occasionally we may have sold out of a product before the site has been updated. If we are unable to fulfill your order we will contact you within two working days of receipt to establish whether you would like to choose a different fragrance, different product or if you would like a part or full refund. Should you choose a different product, any differnece in cost will be refunded.

Viewing Your Orders

You can view your current order at any time by hovering your cursor over the shopping basket icon in the top right corner of the page. This will display the most recently added items in you basket and give two options; 'View All' - View all of the items in your basket, amend the quantities of item you wish to purchase and enter voucher codes. 'Proceed to Checkout' - Finalise and pay for you order.
You can view your past orders at any time by logging into your account and cicking on the 'My Orders' link.

Updating Account Information

Your account information (i.e. address, telephone number) can be updated at any time by logging into your account. Once logged in, use the links on the left to navigate to the relevant pages.

Disclaimer

Cello will continually endeavour to ensure this website and the information, including all images contained within it, are current, valid and in-line with the current product range. At no point will Cello guarantee or assure the user that all the information, images and otherwise stated within this website are accurate, complete or current. Cello reserves the complete right to alter, delete or add any information or image to this website at any time without giving prior notice. All of the mentioned aspects are subject to change although Cello will endeavour to advise customers of this. Further this website, materials, images and any other information contained within this website remains the sole property of the owners of Cello and is subject to copyright laws. Meaning it is explicitly prohibited for any information or image to be copied or reproduced without prior consent from the owners of Cello. Cello reserve the right to refuse a sale and access to this website without reason, or prior warning. An order is accepted at the point of despatch.

Guarantee

Cello guarantee that all products sold via this website are of a high standard, and that we check all products before they leave our warehouse. We are aware that damage may occur during transit. If you are unhappy with your product or there is a problem with it (faulty/damaged) we will be more than happy to replace the item free of charge or issue you a refund. Please check our returns policy for further details. This does not affect your statuary rights. All Rights Reserved Blaydon UK Limited.
NOTE: Cello is a trading name of Blaydon UK limited.
Refunds: Following cancellation of your order any monies paid will be refunded by the method you used to pay us and usually within 14 days.

Intellectual Property

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain at all times with us or licensors. You further acknowledge that any other use of the material and content of this website is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.