Updated: 27/03/2025

Where to find information about us and our products

You can find everything you need to know about us, UC Partners Limited, trading as Uncover Creations, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account.

We don’t give business customers all the same rights as consumers

For example, business customers can’t cancel their orders, they have different rights where there is a problem with a product and we don’t compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

When you buy from us you are agreeing that:

·        We only accept orders when we’ve checked them.

·        Sometimes we reject orders.

·        We charge you when you order.

·        We charge interest on late payments.

·        We pass on increases in VAT.

·        We’re not responsible for delays outside our control.

·        Products can vary slightly from their pictures.

·        You’re responsible for making sure your measurements are accurate.

·        We charge you if you don’t give us information we need.

·        If you are a consumer and you bought online, you have a legal right to change your mind.

·        You have rights if there is something wrong with your product.

·        We can change products and these terms.

·        We can end our contract with you.

·        We don’t compensate you for all losses caused by us or our products.

·        We use your personal data as set out in our Privacy Notice.

·        You have several options for resolving disputes with us.

·        Other important terms apply to our contract.

If you are a business customer this is our entire agreement with you

If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Agreement.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and then we contact you again (normally within 3 days) to confirm we’ve accepted it.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we can’t verify your age (where the product is age-restricted), because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid to us.

When we charge you

Unless we have otherwise agreed with you in writing to charge you at a later date, we will charge you for your order once the order you have placed has been accepted by us.

If you are a business customer you have no set-off rights

If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as a strike or industrial action, petrol shortages, utilities failure, adverse or extreme weather, pandemic or epidemic, acts of violence, war or terrorism, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: https://uncovercreations.com/pages/contact to end the contract and receive a refund for any products you have paid for in advance, but not received.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

You’re responsible for making sure you select the accurate customisation options

If we’re personalising a product for you or making or supplying the product to particular colours or firmness options that you can select, you’re responsible for making sure those personalised options are correct. Find information on our website for guidance for selecting the personalised options or contact our Customer Service Team: https://uncovercreations.com/pages/contact.

If you are a consumer you have a legal right to change your mind

Your legal right to change your mind. For some of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can’t change your mind. You can’t change your mind about an order for:

·        products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and

·        products that are made to your specifications or are clearly personalised.

The deadline for changing your mind. As a gesture of goodwill we offer extra time for you to change your mind above that required by law. Except where the reasons above apply, if you change your mind about a product you must let us know no later than 30 days after the day we deliver your product. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If an order for goods is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: https://uncovercreations.com/pages/contact.

You have to return the product at your own cost. You have to return the products (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.

For help with returns, including creating return labels and our collection arrangements for goods which can’t be posted, contact our Customer Service Team: https://uncovercreations.com/pages/contact.

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

Our Customer Service Team: https://uncovercreations.com/pages/contact can advise you on whether we’re likely to reduce your refund.

When and how we refund you. If the products haven’t been delivered, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. For goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving sufficient evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You have rights if there is something wrong with your product

Return the product to us. If you think there is something wrong with your product, you must contact our Customer Service Team: https://uncovercreations.com/pages/contact. We may require you to return the product for inspection.

Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.

Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: Up to 30 days: if your goods are faulty, then you can get a refund. Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. Reasonable period of time: if your goods do not last a reasonable length of time you may be entitled to some money back.

 

Your rights if you are a business. We warrant that on delivery and for a period of 30 days (Warranty Period), any products which are goods shall:

·        conform in all material respects with their description;

·        be free from material defects in design, material and workmanship;

·        be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and

·        be fit for any purpose held out by us.

Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers’ warranty) if:

·        you give us notice in writing within a reasonable time of discovery that a product does not comply with the business customer warranty;

·        we are given a reasonable opportunity of examining such product; and

·        you return such product to us at our cost,

we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.

Exceptions to business customers’ warranty. We will not be liable for a product’s failure to comply with the business customer warranty (see Your rights if you are a business) if:

·        you make any further use of such product after telling us it is non-compliant;

·        the defect arises because you failed to follow our oral or written instructions as to the storage, use or maintenance of the product or (if there are none) good trade practice;

·        the defect arises because we followed any drawing, design or specification supplied by you;

·        you alter or repair the product without our written consent; or

·        the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.

We can change products and these terms

Changes we can always make. We can always change a product:

·        to reflect changes in relevant laws and regulatory requirements;

·        to make minor technical adjustments and improvements, for example to address a potential health and safety issue.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

·        you don’t make any payment to us when it’s due and you still don’t make payment within 30 days of our reminding you that payment is due;

·        you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, provide specific delivery instructions or sizing information;

·        you don’t, within a reasonable time, allow us to deliver the product to you;

·        you do anything that could bring our business into disrepute or damage the reputation of our business; or

·        we provide 15 days notice to you in writing to terminate this contract.

We don’t compensate you for all losses caused by us or our products

Our liability to consumers. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

·        Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

·        Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.

·        Avoidable. Something you could have avoided by taking reasonable action.

·        Failure to follow reasonable instructions for use or in an unsafe manner. Where you have used the products in a manner that is unsafe or not in accordance with the reasonable instructions for use.

·        A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Our liability if you are a business.

Our liability to businesses. If you’re a business, then, except in respect of the losses described in Losses we never limit or exclude:

·        we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

·        our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to one hundred and fifty per cent (150%) of the total sums paid by you for products under such contract.

Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:

·        death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

·        fraud or fraudulent misrepresentation;

·        breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;

·        defective products under the Consumer Protection Act 1987; or

·        any matter in respect of which it would be unlawful for us to exclude or restrict liability.

No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: Privacy policy

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: https://uncovercreations.com/pages/contact will do their best to resolve any problems you have with us or our products as per out complaints policy.

You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and if you are a consumer we’ll ensure that the transfer won’t affect your rights under the contract.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.