Terms of service

Terms of Sale

  1. About these Terms of Sale

1.1 These terms of sale ("Terms of Sale") apply when you use our website, available at https://crtzshop.com, (the "Website") to purchase products. By purchasing any goods that we make available on the Website, including during product drops, (the "Products") you confirm that you agree to these Terms of Sale. These Terms of Sale should be read alongside any specific terms and conditions applicable to the Products.

  1. Where to find information about us and our Products

2.1 The Website is operated in the United Kingdom by CTRZSHOP LTD. You can find everything you need to know about us and the Products on the Website. If you purchase Products from us, we will also confirm the key information to you in writing during the checkout process.

  1. Orders are not accepted until they are confirmed by us

3.1 Once we have accepted your order, we will send you an email to confirm that we have accepted it. Please note that until you receive confirmation that we have accepted your order, your order is not confirmed.

  1. Prices are set at our discretion

4.1 We will set, at our sole discretion, the price payable for Products. These prices and amounts may be varied by us at any point. Please check the relevant order page before completing the checkout process for the price payable for the relevant order.

  1. We can reject orders

5.1 Sometimes we may need to reject orders, either before or after we have confirmed them. Reasons we may need to reject an order include, but are not limited to: a Product unexpectedly becoming out of stock; us being unable to verify your age where a Product is age-restricted; you or your delivery address being located outside our delivery areas; or the price of the relevant Product being misstated by us. If this happens, we will let you know as soon as possible and refund any sums you have paid, where applicable.

  1. Payment is taken at the point you complete the checkout process

6.1 We will take payment for all orders at the point you complete the checkout process for the relevant order. You will own your ordered goods once we have received payment in full.

  1. We pass on increases in VAT

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

  1. You are responsible for duties and taxes

8.1 When ordering Products from us that will be delivered outside of the mainland UK, you may be subject to import duties and taxes, which are levied once the relevant Products reach the specified destination. Any additional charges for customs clearance must be borne by you, and we have no control over these charges. Customs policies vary widely from country to country, so you should contact your local customs office for further information.

8.2 When ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the Products.

  1. We are not responsible for delays outside our control

9.1 In the unlikely event that our supply and/or sale of a Product is delayed by an event outside our control, for example natural disasters, severe weather, fire, war, transportation disruption or a pandemic, we will aim to contact you as soon as possible to let you know about the delay.

9.2 In the event of a delay, we will do what we reasonably can to reduce it. As long as we do this, we will not compensate you for the delay. However, if the delay is likely to be substantial, you can contact our Customer Service Team at info@crtzshop.com to discuss potential options for resolving the delay.

  1. Products can vary slightly from their pictures and description

10.1 While we do everything reasonably possible to ensure that images and descriptions of the Products on the Website are accurate, a Product, or where relevant its packaging, may differ slightly from how it is displayed on your device.

  1. You have a right to change your mind, but it is limited

11.1 For most Products bought via the Website, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including standard delivery costs. This is subject to certain conditions, as set out below.

11.2 You cannot change your mind about an order for:

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

11.2.2 sealed audio or sealed video recordings or sealed computer software, once these products have been unsealed after you receive them;

11.2.3 goods that are made to your specifications or are clearly personalised; and

11.2.4 goods which become mixed inseparably with other items after delivery.

11.3 If you change your mind about a Product, you must let us know no later than 14 days after the day we deliver your Product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

11.4 To let us know that you want to change your mind, contact our Customer Service Team at info@crtzshop.com.

  1. You have to return the Product at your own cost

12.1 You have to return any Products, including any free gifts provided with them, to us within 14 days of telling us that you have changed your mind.

12.2 Returns are at your own cost, unless we told you when you bought the goods that we were offering free returns.

12.3 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 do not do this and we do not receive the goods at all, or within a reasonable time, we may not be able to refund you for the purchase.

  1. Delivery timeframes are estimates

13.1 We will, wherever possible, give you an estimate of the likely timescale in which we will deliver your Products to you. We will make every effort to deliver your Products within the estimated timescales.

13.2 However, delays are occasionally unavoidable due to unforeseen factors or events outside our control, including but not limited to material shortages, travel or transportation disruption, import delays or higher-than-anticipated demand.

13.3 We shall not be liable for any delay or failure by us to deliver your Products within the estimated timescales as a result of such delays. Please note that delivery of your Products may take longer during sales, product drops or other busy periods.

13.4 If you would like an update on your Products and their delivery, please contact our Customer Service Team at info@crtzshop.com.

  1. Refused deliveries

14.1 If delivery of a Product is refused by you and the Product is returned to us, you are responsible for any return shipping costs. These costs may be deducted from any refund amount due to you.

  1. We only refund standard delivery costs

15.1 We do not refund any extra amount you may have paid if you chose a premium delivery option, such as express delivery or delivery at a particular time or on a particular day.

  1. International returns

16.1 For customers outside the UK, a flat processing fee may be applied to any returned Products. This fee will be deducted from the total refund amount.

  1. We reduce your refund if you have used or damaged a Product

17.1 If you handle the Product in a way which would not be acceptable in a store, we may reduce your refund to compensate us for its reduced value.

17.2 For example, we may reduce your refund if the Product’s condition is not “as new”, if price tags have been removed, if the packaging is damaged or if accessories are missing.

17.3 In some cases, because of the way you have treated the Product, no refund may be due. Our Customer Service Team, available at info@crtzshop.com, can advise you on whether we are likely to reduce your refund.

  1. When and how we refund you

18.1 If your Product has not yet been delivered, we will refund you as soon as possible and within 14 days of you telling us you have changed your mind.

18.2 If your Product has been delivered and you are sending it back to us, we will refund you within 14 days of receiving the relevant physical goods back from you, or receiving evidence that you have sent them to us.

18.3 We will refund you using the payment method you used for the order and in the currency you used for payment. We do not charge a fee for the refund.

  1. You have rights if there is something wrong with your Product

19.1 If you think there is something wrong with your Product, you should contact our Customer Service Team at info@crtzshop.com.

19.2 We honour our legal duty to provide you with Products that are as described on the Website and that meet all requirements imposed by law. These rights are subject to certain exceptions. For detailed information, please visit the Citizens Advice website at www.citizensadvice.org.uk.

  1. We can change Products

20.1 We can always change a Product:

20.1.1 to reflect changes in relevant laws and regulatory requirements;

20.1.2 to update the price payable for the relevant Product for any future purchases; and

20.1.3 to make minor technical adjustments and improvements, for example to address a quality defect, provided these changes do not materially impact the overall use of the Products.

  1. We can withdraw any of the Products

21.1 We can withdraw any Products from sale at any time. Wherever possible, we will aim to let you know in advance if this is going to happen and will aim to refund any sums you have paid in advance for Products which will not be provided.

  1. We can end our contract with you

22.1 We can end our contract with you and claim any compensation due to us if:

22.1.1 you do not make any payment to us when it is due and you still do not make payment within 7 days of our reminder that payment is due;

22.1.2 you do not, 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 your accurate email address or payment details;

22.1.3 you do not, within a reasonable time, allow us to deliver the Product to you or collect it from us; or

22.1.4 you breach any applicable third-party terms and conditions that may apply to the Product.

  1. Prohibition on commercial resale

23.1 Our Products are sold for personal, non-commercial use only. By purchasing from us, you agree not to purchase, use, market or distribute our Products for commercial resale or other commercial purposes without our prior written consent.

23.2 We reserve the right to refuse, limit or cancel any order that we believe, in our sole discretion, is intended for commercial resale.

23.3 Any individual or entity found to be engaging in unauthorised commercial resale of our Products may face order cancellation or legal action. This may include seeking the suspension or removal of unauthorised listings or websites that display, sell or promote our Products without permission.

  1. We do not compensate you for all losses caused by us or our Products

24.1 We are responsible for losses you suffer caused by us breaking these Terms of Sale, unless the loss is:

24.1.1 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.

24.1.2 Caused by a delaying event outside our control, provided we have taken the steps set out in the section “We are not responsible for delays outside our control”.

24.1.3 Avoidable. Something you could have avoided by taking reasonable action, for example by following our care instructions.

24.1.4 A business loss. This means a loss that relates to your use or purchase of a Product for the purposes of your trade, business, craft or profession.

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

25.1 How we use any personal data you give us is set out in our Privacy Notice, which is available on our Website.

  1. You have several options for resolving disputes with us

26.1 If you have an issue, we would appreciate it if you contacted us first and gave our team an opportunity to resolve any problems you have with us or our Products. You can contact us at info@crtzshop.com.

26.2 These Terms of Sale are governed by English law. Wherever you live, you can bring claims against us in the English courts. 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. We can claim against you in the courts of the country you live in.

  1. Other important terms apply to our contract

27.1 We can transfer our contract with you so that a different organisation is responsible for supplying your Product. We will tell you in writing if this happens and will ensure that the transfer will not affect your rights under these Terms of Sale. If you are unhappy with the transfer, you can contact us to end the contract within 7 days of us telling you about it, and we will refund you, in accordance with these Terms of Sale, any payments you have made in advance for Products not provided.

27.2 You can only transfer your contract with us to someone else if we agree to this. We may not agree unless there are exceptional circumstances that mean you have to transfer your contract to someone else.

27.3 These Terms of Sale are a contract between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to approve ending or changing it.

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

27.5 Even if we delay in enforcing these Terms of Sale, we can still enforce them later. We might not immediately chase you for not doing something, such as paying, or for doing something you are not allowed to do, but that does not mean we cannot do it later.