Terms & Conditions

YouGlo is a trading name of Callidus Venture LtdCompany No: 09393031 – VAT No: 210 8787 10

Registered Address: 1 Harley Street, London, W1G 9QD5

Conditions relating to your use of YouGlo online shop.

These terms and conditions of sale apply to all goods supplied through this website by Callidus Venture Ltd (referred to as “YG/we/our/us”), whose registered office is at 1 Harley Street, London, W1G 9QD5

By placing an order by telephone with our online shop team, you confirm your unconditional acceptance of these conditions.

By accepting the terms and conditions when registering on our website, you confirm your unconditional acceptance of these conditions.

You acknowledge that any use of this website including any transactions made are subject to these terms and conditions.

1. Your Account

If you use this website, you are responsible for maintaining the confidentiality of your password and for restricting access to your computer to prevent unauthorised access to your account. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Please ensure that the details you provide to us are correct and complete and inform us immediately of any changes to the information provided when registering. You can access and update the information you have provided to us within the ‘My Account’ section of the web site.

YG reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

2. Privacy

All credit / debit card data is encryption processed through our secure server via SagePay or PayPal. YG do not store any of your credit / debit card details and have no access to your credit / debit card information at any time.

All personal data is strictly held in relation to your business dealings with YG. None of this data will be disclosed (unless required by law) to any third party. This data is stored in accordance with the Data Protection Act 1998 and can be checked or updated by contacting YG.

3. Access to the YG Website (youglo.co.uk/shop)

We will make all reasonable endeavours to ensure that availability of the web site will be uninterrupted and that transmissions will be error free. However, due to the nature of the Internet and the World Wide Web, this cannot be guaranteed. Also, your access to the website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

4. Licence for Website Access

YG grant you a limited licence to access and make personal use of this website, but not to download (other than page caching) or modify it, or any portion of it, except with the express written consent of YG. This licence does not include any resale or commercial use of this website or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools.

This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent.

5. Our Contract

No contract exists between you and YG for the sale of any products until YG has received and accepted your order and has received payment in full (in cleared funds). Once YG does so, there is a binding legal contract between us.

When you place an order to purchase a product from YG, we will send you an acknowledgement of you order via email, which will contain the details of your order.

Acceptance of your order will not take place until after your payment is taken and you receive your acknowledgement of order email. It is at this point that a binding legal contract is created and any such contract is subject to these terms and conditions.

Payment for the products and delivery charges can be made by any method shown on our website at the time you place your order. Payment for the products and delivery charges is taken at the time we receive your order, once we have checked your card details and stock availability. Goods are subject to availability. In the event that we are unable to supply the goods we will inform you of this as soon as possible and a full refund will be issued.

YG reserve the right to refuse to supply to individuals whose credentials cannot be verified, We will use discretion in these matters and will not authorise payment or supply unless we are completely satisfied that the order is legitimate.

The completion of sale is subject to the customer agreeing to use the product in accordance with manufacturer’s guidelines and recommendations. YG accept no responsibility for products other than supply and delivery to the customer.

All products should be patch tested before complete use to determine suitability. It is then the customer’s responsibility to determine whether a product is suitable for use on their skin. Whilst advice may be given via telephone or email, YG cannot be held responsible if a product reacts with your skin.

6. Product Descriptions and Pricing of Products

The description and price of the products you order will be as shown on our website at the time you place your order. All prices quoted include VAT at the current rate, where applicable.

Product descriptions on the YG website are provided by the manufacturers / distributors, but please remember the descriptions relate to individual products and results and reactions on the skin will vary widely depending on other products they are used in conjunction with.

Please also bear in mind any medications including prescription creams, tablets, hormonal body changes and clinic / beauty facials can also affect the results and reactions. It is the customer’s responsibility to patch test any product prior to use, check compatibility of any purchased products with other material facts that can affect results described and YG cannot take responsibility for any adverse reactions.

The majority of products are in stock, however if due to stock shortage it appears to us that we are unlikely to be able to deliver the products within 5 working days of receipt of your order then we will either contact you within the said 5 working day period to agree a revised date for anticipated delivery of the products or re-credit any sum/s that have been paid by you or debited from your credit card for the products concerned. A confirmation email shall be sent confirming this refund.

Every effort is made to ensure that prices shown on our website are accurate at the time you place your order. If an error is found, YG will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order. If YG does not receive an order confirmation within 14 days of informing you of the error, the order will be cancelled automatically. If you cancel the order, or if the order is cancelled automatically due to the expiry of the 14-day period, YG will refund or re-credit you for any sum that has been paid by you or debited from your credit/debit card for the products.

Free samples received with your order may vary in brand and quantity depending on current availability.

YG operate a standard product pricing policy in the UK, Channel Islands and all other countries we ship to, meaning that customers are charged the same prices in GBP irrespective of where they live. YG do not offer VAT back on any purchases. Product prices are the same across whether purchasing in clinic or through the Internet on our online store.

The currency rates provided by YG are based on the base currency rate provided by http://www.xe.com. Please note, the purchaser’s bank or credit card provider may charge a different rate to this, however our currency service gives you a guide price.

7. Returns, Cancellations and Substitutions Policy

YouGlo will refund or exchange all products returned within 7 days of receipt of your order, if unopened (seal intact) and in perfect resalable condition, subject to completing and signing a refund policy form. Refunds can only be made to the billing details provided when ordering.

If you exercise your right of cancellation after 7 days of receipt of the order, any returned goods must be in perfect resalable condition and are subject to a 25% re-stocking charge.

If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place), then it will not be eligible for a return, refund of exchange.

Any item returned to YG must be sent via a tracked delivery service, we recommend Royal Mail recorded delivery.

Postage for Refunds/Returns is non-refundable.

Postage will be charged on replacement items.

Any returned orders must be sent in original outer packaging.

If you exercise your right of cancellation after the products have been delivered to you, you will be responsible for returning the goods to YG at your own cost. The goods must be returned to the YG UK address as stated on our website within 5 working days of the day of giving written cancellation. You must ensure that the goods are not damaged in the meantime or in transit.

Once you have notified YG that you are cancelling the contract, YG will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your debit/credit card for the product.

Except in the case of faulty, damaged in transit or misdescribed goods, if you do not return the goods as required, YG may charge you a sum not exceeding the direct costs of recovering the goods.

Please inspect goods fully on receipt and notify YG in writing of any damages / missing products within 24 hours of receipt. We reserve the right to refuse the right to cancel the contract if the products are found to have been used by you, except where a fault is discovered which could not have been discovered otherwise than unsealing the goods.

Damages / missing products must be reported to YG within 24 hours from receipt of the goods. YG cannot accept responsibility for damages / missing products reported after this period. All packaging, inner and outer, must be retained and photographs (and/or the packaging) must be forwarded to YG as soon as requested.

We will refund the purchase price in full, plus the cost of return packaging, if the return results from an error made by us, or from a defective item.

Sometimes a product will not be available, in which case we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement you can cancel your order in accordance with the cancellation policy above. We will refund the purchase price in full, plus the cost of return packaging.

In the case of a parcel being returned to YG due to the customer not collecting from their postal office / depot, a re-delivery price will be charged to re-send the parcel. If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by YG will not be refunded.

If a product is to be returned due to a reaction caused to the skin, the decision to accept a return is at YG’s discretion.

In the instance of seeking a refund or exchange due to a product reaction, YG cannot consider this unless a Product Reaction Authorisation Form has been completed in full with accurate information. Any products returned will be sent to the manufacturers for testing and must be returned at the customer’s own cost.

8. Delivery

We aim to dispatch stock lines immediately. Subject to availability most products should arrive at their destination within 2-5 working days. Please respect that often due to circumstances beyond our control the delivery time can be prolonged.

Standard UK deliveries are dispatched by DX Courier Service – typically delivery can be expected within 2 to 5 working days of placing an order.

Guaranteed next day delivery for the UK is available at a cost of £6.99 to orders that are placed before 3.00pm. Orders placed after 3.00pm for next day delivery will be dispatched the following working day. Next day delivery orders placed on Saturdays or Sundays will be dispatched on a Monday. Orders placed on a Friday are guaranteed for delivery Monday (or the next working day), however, in some instances the courier service may deliver on a Saturday. Guaranteed next day delivery will be sent via Royal Mail or Courier and delivery is guaranteed by 6pm.

Please note no dispatch and delivery on Bank holidays, Saturdays and Sundays. During Christmas and Sale periods it might take longer to dispatch your order (up to 7 working days).

In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.

If an item is out of stock we will aim to contact you within 5 working days of your order being placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.

International orders can take from 3 – 15 working days to be delivered, depending on the country and location that the order is being dispatched to.

Some international orders may have to pay customs duty; this is at the discretion of the country posted to.

If the customer does not agree to pay the customs duty, the parcel may be returned to YG and the value refunded will be less the customs duty or cost of return from the courier (if charged) and less the cost that YG paid to dispatch the parcel.

The majority of orders will arrive within the delivery times stated above, however, please allow at least 15 working days for delivery before contacting us, as we are unable to investigate with couriers until this time has passed.

If a parcel is lost we will not be able to offer a replacement until 15 working days after the dispatch date. If a parcel is lost, we are not able to offer a straight refund, we will however send out a replacement.

Any goods not received within the 15 working days timescale must be reported to YG in writing 20 working days from the date of dispatch. Please note we cannot accept responsibility after this date due to courier regulations regarding the compensation for lost parcels.

All shortages, damages and incorrect items must be reported within 24 hours.

The products you order will be delivered to the delivery address you give when you placed your order, however, if you are a new customer placing an order for the first time YG reserve the right to post only to the billing address provided should this differ from the delivery address.

Upon receipt of your order you may be asked to sign for the parcel received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify YG immediately.

9. Treatments

YouGlo will do their very best in booking the appointment that’s suited to the customer, however, as we work on a first come, first serve basis, that is not always guaranteed.

It is required that the customer confirms their appointment 24 hours before their appointment time.

When booking is made on behalf of another person, full contact details of the person attending the appointment must be provided. (Email, telephone number….etc)

YouGlo has the right to cancel the appointment at any time, if we are unable to accommodate the client, for any reason.

In the rare occasion where the customer is not happy with the treatment they receive, YG will ask for the customer to come back for a consultation, where YG will examine the affected area, and offer ways to remedial the situation, e.g. Correction or Top-up, however YG will not refund the customer the funds paid for that treatment.

Deal Site Vouchers

Customers should note that if they purchase vouchers from deal sites (e.g. Wowcher, Groupon…etc), their contract is with the deal site and not with YouGlo.

It is the customers responsibility to make sure they provide the correct voucher code and expiry date of the voucher before they attend their treatment.

If the voucher is expired before they book or attend the treatment, it is the customer’s responsibility to contact the relevant deal site to resolve any such issues that may arise.

YouGlo takes not responsibility for incorrect and incomplete voucher information provided by the customer.

Cancellations/Re-arrangement: Any cancellation or request for re-arrangement of the appointment, not given 24 hours prior to the appointment, will be subject to a  £10 fee.

10. Communications

When you visit the YG website or send emails to us, you are communicating with us electronically. We often communicate with you by email or by posting notices on the website. You agree to receive written communications from us electronically. This condition does not affect your statutory rights.

Upon receipt of emails YG will reply where possible by email or telephone call within 72 hours (not including weekends and bank holidays).

By ordering/booking over the telephone or email, you are acknowledging that you have read and agree to these terms and conditions prior to your call.

11. Alteration of Service or Amendments to the Conditions

We reserve the right to make changes to our website, policies, and these terms and conditions at any time. Any changes to our terms and conditions will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

12. Limitation of Liability

We will not be held responsible for any delay to comply with our obligations under these terms and conditions if the delay arises from any cause that is beyond our reasonable control. This does not affect your statutory rights.

Subject to the paragraph below, if you are a consumer YG shall not be liable to you for any loss or damage in circumstances where:

a) There is no breach of a legal duty owed to you by YG or by its employees or agents;
b) Such loss or damage is not a reasonably foreseeable result of any such breach;
c) Any increase in loss or damage resulting from breach by you of these terms and conditions.

Nothing in these conditions excludes or limits the liability of YG for death or personal injury caused by YG negligence or fraudulent misrepresentation.

If you are a business customer YG shall not be liable to you for any indirect or consequential loss or damage (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or other claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with your order.

13. Governing Law and Jurisdiction

These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the courts of England or Wales.