Terms of sale

These terms apply when a consumer purchases goods from Fenela Mode. Fenela Mode is operated by SANDS WEAR LTD, company number 17300632, registered in England and Wales. Registered office: 15 Broster Avenue, Keighley, BD22 6JH, United Kingdom. Email: info@fenelamode.com.

Please read these terms before ordering. They do not limit rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or other mandatory law.

1. Who may order

You must be at least 18 years old and legally capable of entering a contract, or order with the involvement and permission of an appropriate adult. Orders must be placed for lawful purposes using accurate details.

2. Products and availability

We take reasonable care to describe products accurately, including material, dimensions, colour, size and care information where available. Images are illustrative and screens can display colours differently. Packaging may vary without changing the essential product.

All products are subject to availability. We may limit quantities reasonably to protect stock availability or prevent fraud and unauthorised resale. If an item becomes unavailable after ordering, we will contact you and refund any amount paid for it. We will not substitute a materially different product without your agreement.

3. Prices, taxes and delivery charges

Prices shown for the United Kingdom are displayed in pounds sterling unless clearly stated otherwise. The total price, applicable taxes and delivery charges will be shown before you submit the order. If a pricing error is obvious and could reasonably have been recognised as a mistake, we may reject or cancel the affected order and refund payments made.

Promotional prices apply only for the stated period and subject to published conditions. Discounts cannot be combined unless expressly allowed.

4. How the contract is formed

Submitting an order is an offer to buy. An automated order acknowledgement confirms receipt but does not necessarily accept the offer. A contract is formed when we send a dispatch confirmation or otherwise expressly accept the order. We may refuse an order before acceptance for legitimate reasons, including unavailability, payment failure, suspected fraud, delivery restrictions, legal requirements or an obvious error.

5. Payment

Available payment methods are shown at checkout. You confirm that you are authorised to use the chosen method. Payment processing may be carried out by an independent payment provider under its security controls and applicable terms. We may perform proportionate payment and fraud checks. We will never ask you to send full card details by ordinary email.

6. Delivery

Available destinations, delivery options, charges and estimates are displayed at checkout and explained further in our Shipping Policy. We will deliver without undue delay and, unless a different time is agreed, within 30 days after the contract is made.

Tell us promptly about an address error. If delivery by a date was essential and we fail to meet the relevant legal requirements, or if we fail to deliver within an additional appropriate period, you may be entitled to end the contract and receive a refund.

7. Ownership and risk

Risk passes when the goods come into your physical possession, or the possession of a person you nominated. Ownership passes when we receive full payment and the goods are delivered, unless mandatory law provides otherwise.

8. Cancellation and returns

You normally have 14 days after delivery to tell us that you wish to cancel an online order, followed by 14 days to return the goods. Exceptions apply only where permitted by law. Our Refund Policy gives the process, refund timing, return-cost rules and model cancellation form.

9. Your rights if goods are faulty

Goods must be of satisfactory quality, fit for purpose and as described. Statutory remedies may include the 30-day short-term right to reject, repair or replacement, a price reduction or a final right to reject. Any voluntary warranty or manufacturer support is additional and does not replace those rights.

10. Promotions, vouchers and gift cards

Promotions may have eligibility, product, territory, expiry and usage limits stated at the time. Unless stated otherwise, promotions have no cash value, cannot be applied retrospectively and may be withdrawn before an order is placed. Withdrawal will not remove a discount already incorporated into an accepted order.

If gift cards or store credit are offered, their specific terms will be presented with them. Your statutory refund rights are not reduced by paying with a promotional or stored-value method.

11. Events outside reasonable control

We are not responsible for delay caused by events outside reasonable control where we take reasonable steps to minimise the effect. We will contact you if a significant delay is expected. Your rights to cancel for late or failed delivery remain available where the law provides them.

12. Our responsibility

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, defective products where liability cannot be excluded, or any other liability that law does not permit us to exclude.

For consumers, we are responsible for foreseeable loss and damage caused by our breach or failure to use reasonable care. We are not responsible for business losses arising from a purchase made wholly or mainly for commercial purposes, or for losses that were not foreseeable when the contract was formed.

13. Complaints

Email info@fenelamode.com with your name, order number and a clear description of the issue. We will consider complaints fairly and may ask for reasonable supporting information. This process does not prevent you from exercising statutory rights or seeking an available external remedy.

14. Personal information

We use personal information to process orders, prevent fraud, deliver goods, provide support and comply with law, as explained in our Privacy Policy.

15. Transfer, waiver and severability

You may not transfer a contract without our agreement, except where law permits. We may transfer our rights and obligations only where doing so does not reduce your protections. If we delay enforcing a term, that does not waive it. If part of these terms is unenforceable, the remainder continues to apply.

16. Governing law and courts

These terms are governed by the laws of England and Wales. Consumers in Scotland or Northern Ireland retain any mandatory local protections and court rights. You may bring proceedings in a court available to you under applicable consumer law.