Terms of service
1. About Us
This website is operated by House of Hades Ltd, trading as House of Hades.
House of Hades Ltd is a company registered in England and Wales under company number 15953509.
Our registered office is Studio 309, 3 Edgar Buildings, George Street, Bath, BA1 2FJ, United Kingdom.
You can contact us at customerservice@houseofhades.uk or by telephone on +44 (0)7783 079 886.
These Terms of Service govern your use of our website and purchases made through our online store. Please read them carefully before placing an order.
Nothing in these Terms excludes or restricts your statutory rights as a consumer.
2. Using Our Website
You agree to use our website lawfully and not to interfere with its operation, security or availability.
You must not introduce malicious software, attempt unauthorised access, misuse customer information or infringe our intellectual property rights.
We may restrict access to our website where reasonably necessary to protect its security, prevent unlawful activity or maintain its operation, subject to our existing contractual and legal obligations.
3. Products and Descriptions
We take reasonable care to ensure that product descriptions, photographs, materials, dimensions and prices are accurate.
As our products may be manufactured using traditional methods or natural materials, reasonable variations in colour, texture, pattern, finish and appearance may occur between individual pieces.
We endeavour to represent product colours accurately, although their appearance may vary depending on your screen and display settings.
All goods supplied must be as described, of satisfactory quality and fit for their intended purpose, as required by the Consumer Rights Act 2015.
4. Natural Materials and Product Characteristics
Our products incorporate materials including brass, white bronze, natural gemstones, leather and woven cotton.
The natural and physical characteristics of these materials, together with the methods used to produce them, may result in variations between individual products.
These characteristics may include:
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Brass and white bronze: As our pendants are produced using traditional lost-wax casting methods, individual pieces may display minor surface marks, subtle irregularities in texture and variations in finish arising from the casting and finishing processes. Over time, the metals may also develop patination, tarnishing and surface marks through normal wear and exposure to the environment.
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Natural gemstones: Variations in colour, pattern, translucency, veining and natural inclusions.
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Leather: Differences in grain, texture and colour, together with creasing and changes in appearance through ordinary use.
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Woven cotton: Minor variations in weave, texture and appearance consistent with the manufacturing process.
These characteristics are not necessarily defects and may form part of the nature of the materials or manufacturing processes used.
However, this section does not exclude liability for manufacturing defects, unacceptable deterioration, misdescription or goods that fail to meet the standards required by law.
5. Prices and Payment
All prices are displayed in pounds sterling (GBP).
The total price, including applicable taxes and delivery charges, will be displayed before you confirm your purchase.
We may change product prices at any time, but changes will not affect orders for which a contract has already been formed.
Payment must be made using one of the payment methods offered at checkout. Payments are processed securely through our payment providers.
6. Placing an Order
When you place an order, you are making an offer to purchase the selected products.
You will receive an automated order acknowledgement confirming that we have received your order. This acknowledgement does not necessarily mean that your order has been accepted.
A contract is formed when we send confirmation that your order has been accepted or dispatched, whichever occurs first.
We may be unable to accept an order where, for example, a product is unavailable, payment cannot be authorised, a material pricing error has occurred or we reasonably suspect fraudulent activity.
If we cannot accept an order, we will notify you and refund any payment taken for the affected products.
Once an order has been accepted, we will fulfil our contractual obligations in accordance with applicable law.
7. Personalised Products and Engraving
Certain products may be personalised with engraving.
Customers are responsible for carefully reviewing all information submitted for engraving, including names, spelling, punctuation, telephone numbers, addresses, font selection and engraving placement, before confirming an order.
We will reproduce the engraving instructions submitted and accepted with the order, subject to the physical dimensions and characteristics of the product.
Where engraving accurately reflects the instructions supplied by the customer, we are not responsible for errors originating in those instructions, provided we have exercised reasonable care and skill in carrying out the personalisation.
Digital previews are illustrative and may not reproduce the precise scale, positioning, spacing or appearance of the finished engraving. However, the finished engraving must remain consistent with the agreed specification and applicable consumer rights.
Please contact us promptly if you notice an error in your instructions. We will endeavour to accommodate amendments where reasonably possible, but changes cannot be guaranteed once personalisation has begun.
Products made to a customer's specifications or clearly personalised, including engraved pendants, are generally excluded from the statutory 14-day change-of-mind cancellation right.
This exclusion does not apply where goods are faulty, incorrectly engraved by us, misdescribed or otherwise fail to meet your statutory rights.
8. Product Use and Care
Customers should use products for their intended purpose and follow the care instructions supplied with them or published on our website.
Our products may be affected by exposure to moisture, chemicals, excessive force, abrasion, unsuitable cleaning products or other conditions inconsistent with their intended use.
We are not responsible for damage caused by misuse, accidental damage, improper care or alterations made after delivery, where the damage is not attributable to a defect or other breach of our legal obligations.
Normal wear and tear is not, in itself, evidence of a manufacturing defect.
This section does not exclude liability where goods lack reasonable durability, are faulty or otherwise fail to meet the requirements of the Consumer Rights Act 2015.
Customers are responsible for selecting appropriately sized collars and accessories and checking their condition regularly. Products should not be used where damage or wear makes them unsuitable or unsafe.
9. Delivery
We deliver to the destinations made available at checkout.
Delivery options, charges and estimated delivery times are set out in our Shipping Policy and displayed where applicable during checkout.
We aim to dispatch orders within the timescales stated in our Shipping Policy. Delivery times may vary depending on the delivery service selected and circumstances beyond our reasonable control.
Unless a different delivery period has been agreed, goods will be delivered without undue delay and within 30 days of the contract being formed, in accordance with applicable law.
Where delivery is delayed, we will work with the delivery provider to investigate and resolve the matter. Your statutory rights concerning late or failed delivery remain unaffected.
Responsibility for loss of or damage to goods passes to you when you, or a person identified by you to receive them, takes physical possession of the goods.
Where you independently arrange a carrier that was not offered by us, responsibility passes to you when the goods are handed to that carrier, as provided by law.
10. Cancellations, Returns and Refunds
For most products purchased online, consumers have a statutory right to cancel without giving a reason within 14 days after receiving their goods, subject to applicable exceptions.
After notifying us of cancellation, you generally have a further 14 days to return the goods.
Where you cancel an entire eligible order within the statutory cancellation period, we will refund the price of the goods and the original standard delivery charge, subject to the rules governing returns and any lawful deductions.
Where only part of an order is returned, the original delivery charge will not ordinarily be refunded.
For change-of-mind returns, customers are responsible for the direct cost of returning goods where this has been disclosed before purchase. If we provide a prepaid return label, the applicable return postage charge, currently £3.95, may be deducted from the refund. No prepaid-label charge will be deducted where no such label or service is supplied.
Customers are responsible for handling returned goods with reasonable care. A lawful deduction may be made where the value of goods has been diminished by handling beyond what is necessary to establish their nature, characteristics and functioning.
Clearly personalised products, including engraved pendants, are generally excluded from change-of-mind cancellation rights.
Nothing in this section limits your rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.
Full information, including how to exercise your cancellation rights, is available in our Returns & Refunds Policy.
11. Faulty or Incorrect Goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
If an item is faulty, damaged, incorrectly engraved by us or not as described, please contact customerservice@houseofhades.uk.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under applicable law.
We will bear reasonable return costs where required by law.
Your statutory rights apply regardless of whether the product has been personalised.
12. Intellectual Property
Unless otherwise stated, the content of this website, including our branding, names, logos, pendant designs, textile artwork, illustrations, photographs, written content and other original materials, is owned by or licensed to House of Hades Ltd.
All applicable intellectual property rights are reserved.
You may access and use our website for personal, lawful, non-commercial purposes.
You must not, without our prior written permission, reproduce, copy, distribute, commercially exploit, manufacture from or create unauthorised commercial reproductions of our protected designs, artwork, photographs or other content, except where permitted by law.
Purchase of a House of Hades product does not transfer ownership of any underlying intellectual property rights.
We reserve the right to take appropriate action where our intellectual property rights are infringed.
13. Customer Reviews and Submissions
If you submit a review, photograph or other content to us, you confirm that you have the necessary rights to share it and that it does not infringe the rights of others.
Submitting customer content does not transfer copyright ownership to House of Hades Ltd.
Any use of customer photographs, testimonials or other submissions for promotional purposes will be subject to applicable law and any permissions or licences obtained.
We may moderate or remove website submissions that are unlawful, misleading, abusive or otherwise breach these Terms, acting reasonably and in accordance with applicable law.
14. Third-Party Services and Links
Our website is hosted by Shopify and may use third-party services for payments, delivery, product personalisation and other functionality.
We may also provide links to external websites for your convenience.
Third-party websites are governed by their own terms and privacy policies. We are not responsible for content or transactions on independent third-party websites, except where responsibility cannot lawfully be excluded.
15. Privacy and Personal Information
We process personal information in accordance with our Privacy Policy and applicable data protection legislation.
Please refer to our Privacy Policy for information about how personal data is collected, used, stored and shared.
16. Website Availability
We aim to keep our website accurate, secure and accessible, but cannot guarantee uninterrupted availability.
We may temporarily suspend or modify website functionality for maintenance, security or operational reasons.
Nothing in this section removes our obligations concerning orders already accepted or limits rights that cannot lawfully be excluded.
17. Liability
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.
Nothing in these Terms excludes or restricts your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
We are responsible for losses caused by our breach of contract or failure to exercise reasonable care and skill where those losses were reasonably foreseeable.
We are not responsible for losses that are not reasonably foreseeable, or losses arising from circumstances for which we are not legally responsible.
Our products are supplied for personal and domestic use. Where a consumer purchases products for purposes wholly or mainly outside their trade, business, craft or profession, their statutory consumer rights remain unaffected.
We do not accept liability for commercial losses arising from business use of products purchased as consumer goods, to the extent that such liability may lawfully be excluded.
18. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, website or legal obligations.
Updated Terms will be published on this page with a revised date.
Changes will not retrospectively alter the terms of orders for which a contract has already been formed, unless agreed with the customer or required by law.
19. Governing Law
These Terms are governed by the laws of England and Wales.
If you are a consumer resident in another part of the United Kingdom, this does not deprive you of mandatory consumer protections applicable in your place of residence.
Any disputes will be subject to the jurisdiction of the courts as provided by applicable law.
20. Contact Information
For questions about these Terms of Service or an order, please contact:
House of Hades Ltd
Trading as House of Hades
Company registration number: 15953509
Studio 309, 3 Edgar Buildings
George Street
Bath
BA1 2FJ
United Kingdom
Email: customerservice@houseofhades.uk
Telephone: +44 (0)7783 079 886
