Terms of service

Terms of Service

These terms apply to purchases made through ashfordwellness.co.uk.

About us

Ashford Wellness is operated by Andere Niveau, registered in Hong Kong. In these terms, “we”, “us” and “our” refer to Andere Niveau.

Contact us at support@ashfordwellness.com.

Orders

Please check your selected products, quantities and delivery details before placing your order.

An order acknowledgement confirms that we have received your order. Your order is accepted when we send a dispatch confirmation.

If we cannot accept an order because a product is unavailable, payment cannot be processed or there is an obvious pricing error, we will contact you. Any payment taken for an order we do not accept will be refunded.

Prices and payment

Prices are displayed in pounds sterling and include applicable taxes. The total payable is shown before you complete your purchase.

Payment methods available for your order are shown at checkout. Price changes do not affect orders we have already accepted.

Delivery

We dispatch products from within the United Kingdom and offer free standard UK delivery. Estimated delivery is 3–5 working days from ordering, unless otherwise stated before purchase.

Please refer to our Shipping Policy for further details.

Returns and cancellation

Our Returns & Refund Policy forms part of these terms. It includes our 90-day satisfaction guarantee and information about statutory cancellation rights.

One-year product warranty

FlowGel cushions include a one-year warranty against manufacturing defects, starting on the date of delivery.

If a manufacturing defect occurs, email support@ashfordwellness.com with proof of purchase and a description of the problem. We will arrange a repair or replacement at no charge. If neither is reasonably available, we will provide a refund.

This additional warranty does not cover accidental damage, misuse or normal wear and tear. These exclusions do not restrict any statutory rights you have in relation to faulty or misdescribed goods.

Product suitability

Follow the product care and use instructions. Product information is not individual medical advice.

A cushion does not replace prescribed pressure care, repositioning or professional treatment. If you have an existing pressure sore or specialist seating needs, ask a qualified healthcare professional whether the product is suitable.

Liability and consumer rights

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill.

Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for fraud or death or personal injury caused by negligence.

Nothing in these terms restricts your mandatory UK consumer rights.

Complaints and disputes

Please email support@ashfordwellness.com if you have a complaint so we can try to resolve it.

Nothing in these terms prevents you from bringing a claim in a court available to you under applicable consumer law.

Changes to these terms

We may update these terms for future purchases. The terms provided when you place your order apply to that order.