Términos del servicio
Global Imports Europe Ltd - EU Consumer Terms and Conditions of Sale
Effective date: 23.06.2026
Seller: Global Imports Europe Ltd
Company number: 14573702
Registered office: Chichester Enterprise Centre, Terminus Road, Chichester, PO19 8FY
Email: contact.hsd@globalherbs.eu
VAT number: 828372858801
Market place storefronts:
Distribution Centre address UK: Scale 3PLUnit 19 Thame Business Centre, Thame, OX9 3XA
Distribution Centre address EU: SCALE 3PL/ AWL Retail BV, Bosporusstraat 51, 3199 LJ Maasvlakte – Rotterdam
1. About These Terms
1.1 What these terms cover. These terms apply when we sell products to consumers in the European Union through our own website or through an online marketplace, unless the marketplace terms say that different seller terms apply.
1.2 Why you should read them. You are a consumer if you buy products for purposes that are mainly outside your trade, business, craft, or profession.
If you buy through an online marketplace, the marketplace may also apply its own terms covering your account, payment processing, marketplace buyer protection, reviews, communication tools, and dispute handling. If there is a conflict between these terms and mandatory consumer rights or applicable marketplace terms, the mandatory consumer rights and applicable marketplace terms take priority.
2. Products
2.1 Our rights to make changes. We describe our products as accurately as reasonably possible. Product images are for illustration and may vary slightly from the product supplied, including colour, packaging, batch, labelling, accessories, or minor design details.
You are responsible for checking that the product is suitable for your intended use before ordering. This does not affect your legal rights if the product is faulty, not as described, or does not meet legal requirements.
2.2 Product Safety. Our products are supplied in accordance with applicable product safety legislation, including the General Product Safety Regulation (EU) 2023/988 where applicable. Products are identified by batch or lot numbers to assist with traceability and any product safety notifications or recalls.
2.3 Language Requirements. Products will be supplied with labelling, instructions and safety information appropriate for the destination country where required by applicable law.
3. Ordering
3.1 Your order is an offer to buy the products in your basket. We accept your order when we confirm acceptance, dispatch the products, or the marketplace confirms the order on our behalf, depending on the sales channel.
We may refuse or cancel an order where:
• the product is unavailable;
• the price or description contains an obvious error;
• payment is not authorised;
• delivery to your address is not available;
• the order appears fraudulent, abusive, or contrary to marketplace rules; or
• we are legally prevented from selling the product to you.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled items and any related delivery charges.
3.2 We reserve the right not to supply products into countries where legal, regulatory or logistical restrictions apply.
4. Prices, VAT, and Payment
4.1 Prices are shown in the currency displayed at checkout and include VAT where required by law, unless clearly stated otherwise.
4.2 For EU consumer orders, we intend to use OSS/IOSS or marketplace VAT collection where applicable. Where an order is shipped Delivered Duty Paid (DDP), VAT, customs duty, and import clearance charges that we are responsible for will be included in the checkout price or paid by us through our carrier, tax representative, or marketplace process. You should not be asked to pay those charges again on delivery.
4.3 Delivery charges, import charges, environmental fees, or other mandatory charges will be shown before you place the order where applicable. If a carrier or customs authority asks you to pay VAT, duty, or import charges on an order that was sold as DDP, contact us or the marketplace before paying where reasonably possible so we can investigate.
4.4 Packaging may vary from that illustrated as we continually seek to reduce environmental impact.
4.5 Payment is processed by the marketplace or by our payment provider. We do not control marketplace payment timing, authorisation checks, or payment method availability.
5. Delivery
5.1 When we will provide the products. Delivery options, estimated delivery dates, and costs are shown before you place your order. Unless we agree a different delivery period with you, we will deliver without undue delay and no later than 30 days after the contract is made.
5.2 When you become responsible for the products. Risk in the products passes to you when you, or a person identified by you other than the carrier, receives physical possession of the products.
5.3 Delays. If delivery is delayed, we will tell you where reasonably possible. Delivery estimates do not include delays caused by customs inspections or regulatory authorities. If we cannot deliver within the agreed or legal delivery period, you may be entitled to cancel the order and receive a refund.
5.4 You must provide a complete and accurate delivery address and any information reasonably required for customs or regulatory purposes. If a parcel is returned because the address was incorrect, incomplete, or unavailable for delivery, we may ask you to pay reasonable re-delivery costs, unless the problem was caused by us.
6. Your Right to Cancel Online Orders
6.1 For most online consumer purchases, you have the right to cancel the contract within 14 days without giving a reason.
6.2 The cancellation period ends 14 days after the day on which you, or a person identified by you other than the carrier, receives the products. If your order is delivered in several parcels, the period ends 14 days after you receive the last parcel.
6.3 To cancel, you must tell us clearly before the cancellation period expires. You can contact us at contact.hsd@globalherbs.eu or use the marketplace cancellation process if you bought through a marketplace.
You may use the model cancellation form below, but you do not have to.
Model Cancellation Form
To: Global Imports Europe Ltd, Chichester Enterprise Centre, Terminus Road, Chichester, PO19 8FY, contact.hsd@globalherbs.eu
I/we hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on: [date]
Received on: [date]
Consumer name: [name]
Consumer address: [address]
Signature: [only needed for paper forms]
Date: [date]
7. Returns After Cancellation
7.1 If you cancel, you must send the products back to us without undue delay and no later than 14 days after telling us that you cancel.
Return address: SCALE 3PL / AWL Retail BV, Bosporusstraat 51, 3199 LJ Maasvlakte – Rotterdam, Netherlands
You are responsible for the direct cost of returning the products unless:
• we agree to pay the return cost;
• the marketplace rules require us to pay the return cost;
• the product is faulty, damaged, not as described, or incorrectly supplied; or
• we failed to tell you before purchase that you must pay return costs.
7.2 You must take reasonable care of the products while they are in your possession. You may inspect the products as you would in a shop. We may reduce your refund if the value of the products is reduced because you handled them more than necessary to establish their nature, characteristics, and functioning.
8. Refunds After Cancellation
8.1 If you cancel within the cancellation period, we will refund the price paid for the products and the standard delivery cost, if any. We do not have to refund extra delivery costs for a premium delivery option chosen by you.
We will refund you without undue delay and no later than 14 days after the earlier of:
• the day we receive the returned products; or
• the day you provide evidence that you sent the products back.
For goods not yet dispatched, we will refund you no later than 14 days after you tell us you cancel.
8.2 Refunds will be made using the same payment method used for the order unless we agree otherwise. Marketplace refunds may be processed through the marketplace payment system.
9. Exceptions to the Right to Cancel
9.1 The cancellation right may not apply to certain products, including:
• sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery;
• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed audio, video, or software products once unsealed;
• newspapers, periodicals, or magazines, except subscription contracts;
• digital content not supplied on a physical medium, if you agreed to immediate supply and acknowledged that you would lose your cancellation right; and
• other products excluded by applicable consumer law.
We will identify any relevant exception before you buy where required by law.
10. Faulty, Damaged, or Incorrect Products
10.1 Consumers in the EU have legal rights if products are faulty, damaged, not as described, or do not conform to the contract. These rights are separate from, and in addition to, any commercial warranty we provide.
10.2 If you believe a product is faulty, damaged, or incorrect, contact us at contact.hsd@globalherbs.eu or through the marketplace message system as soon as possible and provide your order number, a description of the issue, and photos where helpful.
10.3 Depending on the circumstances and applicable law, you may be entitled to repair, replacement, price reduction, or refund. We will handle consumer guarantee claims in accordance with applicable law in the country where you bought the product.
11. Product Safety, Instructions, and Recalls
11.1 You must follow all product instructions, warnings, age restrictions, safety information, and usage guidance supplied with the product or published by us.
11.2 If we become aware of a product safety issue, we may contact you using the details available to us or through the marketplace. You agree to follow reasonable safety, recall, repair, replacement, or return instructions.
113. Animal Feed and Supplement Products
113.1 Our products are complementary feedingstuffs for animals unless otherwise stated. They are not veterinary medicinal products and are not intended to diagnose, treat or cure disease.
113.2 Always follow the feeding instructions provided. Consult a veterinary surgeon before use where an animal is pregnant, nursing, receiving medication or has a medical condition.
113.3 Natural ingredients may vary in colour, texture, aroma and particle size between batches.
113.4 Store products in a cool, dry place, sealed after opening and out of reach of children. Best-before dates and batch numbers are shown on the packaging.
113.5 Results may vary between animals depending upon age, health, management, nutrition and other factors. Discontinue use and seek veterinary advice if an adverse reaction is suspected.
12. Warranties
12.1 Any commercial warranty offered with a product is provided in addition to your legal consumer rights. The warranty terms, duration, territorial scope, and claim process will be provided with the product or in the product listing where applicable.
Nothing in these terms limits your mandatory legal guarantee rights.
13. Promotions, Discounts, and Vouchers
13.1 Promotions, discounts, and vouchers are subject to their stated terms, including eligibility, expiry dates, product exclusions, country restrictions, and one-use limits. We may withdraw or refuse a promotion if it is used fraudulently, mistakenly, or contrary to its terms.
13.2 We may discontinue products, update packaging or make lawful formulation changes provided this does not materially reduce product quality.
14. Reviews and Marketplace Communications
14.1 If you buy through a marketplace, you must use the marketplace communication tools where required. We may contact you about your order, delivery, returns, safety notices, or customer support.
You must not misuse review, messaging, returns, refund, or buyer protection systems.
15. Brands, Content, and Intellectual Property
15.1 All rights in our brands, trade names, logos, product content, images, listings, manuals, designs, software, and other materials belong to us or our licensors.
15.2 Buying a product does not give you ownership of, or a right to use, our brands, logos, product images, marketing content, or other intellectual property except for your personal, non-commercial use of the product.
15.3 You must not copy, alter, resell, republish, misuse, scrape using automated tools or AI systems, or otherwise exploit our product content, brand materials, or marketplace listings without our written permission, or use them in any way that may damage our reputation or bring our brands into disrepute.
16. Our Liability to Consumers
16.1 We are responsible for losses you suffer that are a foreseeable result of our breach of these terms or our negligence.
16.2 We are not responsible for business losses. If you use products for commercial, business, or resale purposes, our liability to you will be limited as far as permitted by law.
16.3 Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or mandatory consumer rights.
17. Force Majeure and Events Outside Our Control
17.1 We are not responsible for delay or failure caused by events outside our reasonable control, including carrier disruption, customs delay, marketplace system outage, strikes, extreme weather, natural disaster, epidemic, war, civil unrest, cyber incident, supplier failure, or government action.
If an event outside our control affects delivery, we will contact you where reasonably possible and take reasonable steps to reduce the delay.
18. Personal Data
18.1 We process personal data in accordance with our privacy notice and applicable data protection law. If you buy through a marketplace, the marketplace will also process your personal data under its own privacy notice.
19. Complaints and Dispute Resolution
19.1 If you have a complaint, contact us at contact.hsd@globalherbs.eu or through the marketplace message system.
We will try to resolve complaints fairly and promptly. You may also have access to marketplace dispute processes, buyer protection schemes, local consumer authorities, or courts in your country of residence.
19.2 Where legally required, we will provide information about any alternative dispute resolution body that applies to us.
20. Governing Law and Courts
20.1 These terms are governed by English law, except that consumers also benefit from any mandatory consumer protection rights in the country where they live.
The courts of England and Wales have jurisdiction, except that consumers may bring proceedings in the courts of their country of residence where mandatory law allows this. We may only bring proceedings against consumers in the courts permitted by applicable consumer law.
21. Changes to These Terms
21.1 We may update these terms from time to time. The terms that apply to your order are the terms in force when your order is placed, unless a change is required by law or a competent authority.
22. Contact
22.1 Customer service: contact.hsd@globalherbs.eu
Postal address: SCALE 3PL/ AWL Retail BV, Bosporusstraat 51, 3199LJ Maasvlakte-Rotterdam
Marketplace contact: use the order message system in your marketplace account.
