1. CAROL Support and FAQ's
  2. Terms, Conditions and Warranties

CAR.O.L Terms and Conditions of Sale and Supply (Cancellations/ Refunds)

  1. Cancelling your Contract and returns

    1. Cancelling before Confirmation Notice

      1. You may cancel your order for the Goods by notifying us of your decision to cancel at any time prior to us sending you a Confirmation Notice.
      2. You may notify us of your decision to cancel by:
        1. completing a cancellation form found on our Website, printing it and emailing or posting it as detailed below, or
        2. a statement saying that you wish to cancel quoting your name, address, the name or a description of the Goods and your order reference number by:
          1. Telephone on US: +1 (646) 809 7241 and UK: +44 20 3808 5137
          2. Email at info@carolfitai.com
          3. Post at 50 Sloane Avenue, London, SW3 3DD, United Kingdom
    2. Cancellation after Confirmation Notice

      1. The ‘Cancellation Period’ means the period between the date we send you a Confirmation Notice and the expiry of 30 calendar days after the day you receive the Goods.
      2. Subject to clause 11.5, you may cancel the Contract at any time during the Cancellation Period by notifying us of your decision to cancel.
      3. You may notify us of your decision to cancel by:
        1. completing a cancellation form found on our Website, printing it and emailing or posting it as detailed below, or
        2. sending a statement saying that you wish to cancel quoting your name, address, the name or a description of the Goods and your order reference number by:
          1. Telephone on US: +1 (646) 809 7241 and UK: +44 20 3808 5137
          2. Email at info@carolfitai.com
          3. Post at 50 Sloane Avenue, London, SW3 3DD, United Kingdom
    3. Return of Goods

      1. Upon receiving notice of your cancellation, we will contact you and provide details of where you must return the Goods and other relevant instructions. You must then return the Goods to us without delay and at the latest within 14 days of notifying us of your cancellation.
      2. You must return the Goods at your own risk (you should ensure your chosen carrier adequately protects against damage in transit) and at your own cost unless we offer to pay the cost of return. We may offer to collect the Goods from you and charge you for the cost of collecting the Goods. If we offer to collect the Goods, we will contact you to ascertain whether you agree to us collecting the Goods, whether you agree to pay the costs of collection if we are charging you for collection, and if so, to make arrangements for collection. If you agree to pay the costs of collection, we may deduct this from any sum we owe you.
      3. If the value of the Goods is reduced as a result of your handling of them beyond what is necessary to determine the nature, characteristics or functioning of the Goods, we will be entitled to claim this reduction in value from you and to deduct it from any money which you have paid us.
    4. Refunds on cancellation

      1. So long as you are entitled to cancel and have complied with your obligations under clauses 11.2 and 11.3, we will refund you the balance of the price and any standard delivery costs you paid to us after deducting:
        1. any reduction in the value of the Goods in accordance with clause 11.3.3; and
        2. any cost to us of collecting the Goods (if applicable).
      2. If the Contract is for the supply of goods only, or for goods and services with the main purpose being the supply of goods, unless we have agreed to collect the Goods from you, we will refund you the sum in clause 11.4.1 within 14 days after the day on which we receive the Goods back from you.
      3. If the Contract is for the supply of goods only, or for goods and services with the main purpose being the supply of goods and we have agreed to collect the Goods from you, we will refund you the sum in clause 11.4.1 within 14 days of our receipt of your cancellation notice.
      4. We will refund you the sum in clause 11.4.1 using the same method of payment used by you, unless you agree to a refund by a different method of payment.
    5. Exception to the right to cancel


      You will not have a right to cancel in the following situations:
      1. The Contract is for goods which are bespoke or have been personalised 
      2. The Contract is for goods and/or services the price of which is dependent on fluctuations in the financial market which cannot be controlled by us.
  2. Complaints


    If you have a comment, concern or complaint about any Goods you have purchased from us, please contact us by telephone on US: +1 (646) 809 7241 and UK: +44 20 3808 5137, by email at info@carolfitai.comor by post at 50 Sloane Avenue, London, SW3 3DD, United Kingdom.
  3. Liability and indemnity

    1. We have a duty to supply Goods to you that conform to the Contract including a duty to ensure that
      1. the Goods are as described in the contract
      2. the Goods correspond to any samples we have sent you
      3. the Goods are fit for any purpose you specifically told us they were required for, and are not faulty
    2. We cannot exclude our liability for a failure to comply with these duties mentioned in this sub-clause. Nothing in these Conditions affects your legal rights if these duties are not complied with. You can obtain advice about your legal rights from Citizens Advice if you need to.
    3. We cannot exclude or limit our responsibility to you for:
      1. Death or personal injury resulting from our negligence or the negligence of our employees
      2. Fraud or fraudulent misrepresentation
      3. A claim for a defective product against us if we do not give you the name of the person who supplied the product to us within a reasonable time of your request for us to do so.
    4. We are responsible for foreseeable loss or damage which you suffer as a result of a breach by us of the Contract or as a result of our failure to act with reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We are not responsible for unforeseeable losses.
    5. You are purchasing the Goods as a consumer. If you purchase the Goods for any business purpose including for re-sale, we will not be liable for any business losses, loss of profits, loss of contracts, loss of business opportunities, loss of management time, loss of business data or losses due to interruption of your business.
    6. We will not be responsible for any delay in delivering the Goods if
      1. we have asked you to provide specified information that is necessary for delivering the Goods and
      2. you have failed to provide complete and accurate information or you have provided such information later than the date we have asked you to supply it by.
    7. We will not accept liability for any damage caused by pre-existing defects in any fittings, walls, pipes, wiring, gas installations in your premises or to any goods to which we connect or install or attach the Goods unless we have been negligent in not realising that such damage may occur or in the way we did the work.