Terms and Conditions
1. Agreement To Terms & Conditions
1.1 The website www.luckygecko.com is owned and operated by Charlotte Patteson, trading as Lucky Gecko. References to ‘we’, ‘us’, ‘our’ or ‘the website’ refer to Lucky Gecko. Our address for correspondence is: Lucky Gecko, Parrotts Farm, Parrotts Lane, Cholesbury, Buckinghamshire, HP23 6NE.
1.2 Your use of this website and any service contained within constitutes acceptance of these terms & conditions in full.
1.3 You should not use this website if you do not accept these terms & conditions in full.
1.4 We reserve the right, from time to time, with or without notifying you, to change these terms and conditions at our sole discretion. The terms and conditions applicable to your access to and the use of this website will be the version that is current and displayed on the website as at each date you access the website.
2. Customer Information
2.1 You are responsible for ensuring that the contact information you provide is correct when proceeding to payment and also to ensure that you update us with any changes to that information.
2.2 You are responsible for maintaining your own username and password, where required. You should ensure that you store your username and password securely and that the details required to access your customer account are not provided to another party.
2.3 As a customer you are responsible for your customer account and actions taken within it. If you are aware or suspect that your customer account username and password or other details have become known to a third party, you should inform us immediately.
2.4 We reserve the right to restrict or remove your access to this website where you breach these terms and conditions. Such restriction or removal will take place without recourse or explanation to you where we solely deem it appropriate or necessary.
3.1 You agree not to hold us responsible for any banking charges incurred due to payments on your account.
3.2 All prices that are displayed are inclusive of VAT and postage.
3.3 We reserve the right to alter all pricing. If there are any changes in pricing, we agree to notify you at least 21 days in advance. You may, however, cancel your subscription at any time. See section 6.2.
3.4 Payments can be made by Visa, Mastercard, or American Express.
3.4.1 All single payments will be debited and cleared from your account immediately on order.
3.4.2 For subscription payments, you agree to pay the monthly charge for the subscription from the debit or credit card supplied to us when you signed up for the service. You give us authorisation to arrange withdrawal of funds on this card each month. You will be charged on the 15th of the month prior to the shipping date.
3.5 If a payment is not received for any reason, you will be notified and payment will try to clear again within 5 days. If the payment is skipped for a second time, then we reserve the right to cancel your subscription.
3.6 We reserve the right to suspend or cancel your subscription at any time, for any reason we consider viable. You will be notified if this is the case and a refund will be provided for any boxes not sent that have been paid for.
3.7 Your subscription is only confirmed when you receive an email inviting you to set up your account with the billing portal.
3.8 The subscription boxes are aimed at 9-12 year olds but it is up to the individual subscription holder to assess whether the boxes will be suitable for a particular child.
4.1 We currently use Royal Mail to deliver the boxes to you, although we reserve the right to change our delivery provider at any time and without prior notice. All boxes are usually sent out in the last week of the month (unless stated otherwise). Delivery times on average are: 2-4 days from date of posting.
4.2 You may not hold us responsible for any delays, outside our control, which relate to the delivery of the boxes.
4.3 It is your responsibility to report all boxes lost in transit within 14 days of date of posting.
4.4 If you change address, you must update your account in the billing portal (accessed from www.luckygecko.com) to ensure that no boxes are sent out to the wrong delivery address. Please ensure that this is done in time to take effect before you move as you will be liable for any boxes posted to the wrong address.
4.5 We reserve the right to cancel your subscription if it becomes apparent that, in our sole opinion, the postal service in your area is too unreliable.
4.6 Postage and packaging is included in the subscription price and no parcels are tracked or insured.
5. Returns and Replacements
5.1 All boxes returned to us (from either not being collected, incorrect delivery address or any other valid reason) can be re-sent to you. This will require an additional payment to cover the cost of second-time delivery.
5.2 Any faulty items within the box must be returned to us before a replacement is sent out. If the fault is agreed, where possible, we will provide a replacement or appropriate alternative for the returned items. We reserve the right to refuse a refund on any item.
5.3 All of our boxes are wrapped with the utmost care and attention to give the contents maximum protection so we can not be liable for any damage to the product in transit. However, each case relating to a faulty item is assessed individually.
5.4 Returns of faulty items will only be accepted if the boxes and/or contents were faulty when delivered to you. We take every effort to check your purchase thoroughly for any faults before sending the boxes out to you. All items returned as faulty will be inspected on receipt and any items deemed subject to fair wear and tear will not be accepted as faulty.
5.5 If you are genuinely unhappy with your box, please get in touch within 14 days of receiving it by emailing [email protected]. We review every case individually and if a refund is agreed for whatever reason, it will be made without delay.
6. Customer Complaints and Cancellation
6.1 If you are dissatisfied with the product or the service that you have received from us, please contact [email protected].
6.2 If you wish to cancel your subscription, then you must notify us by email before the 15th of the month, which is the cut off date for the processing of the next box. You can cancel any subscription within your account using the billing portal (accessed from www.luckygecko.com) or, alternatively, send cancellation requests to [email protected]. If you fail to provide the required notice then you may be liable for payment of the next box which you would have received under your subscription.
6.3 Exceptions: The only exception to 6.2 above is in respect of new subscribers. If you are not happy with your subscription on receipt of your first box then we will refund your money immediately. However please note:
6.3.1 this exception ONLY applies in respect of your first subscription with Lucky Gecko; and
6.3.2 following the refund, the subscription will be cancelled immediately;
6.3.3 should you subscribe to Lucky Gecko at a later date this offer will not be repeated.
7. Loyalty Codes & Competitions
7.1 Any promotion code or offer provided on this site cannot be used in conjunction with any other promotion, past or present.
7.2 Promotion codes have no cash alternative or equivalent and must be redeemed by the date published, if provided.
7.3 If you are a winner of a competition we will send your prize to the address held on file for your regular subscriptions.
8. Events Outside Our Control
We shall not be liable for delay or failure to perform any obligation under these Terms & Conditions if the delay or failure is caused by any circumstances beyond our reasonable control, including, but not limited to, acts of god, war, civil disorder or industrial dispute.
9.2 Please note that by supplying your/the recipient’s email address upon joining us you grant us permission to contact you/the recipient via email regarding your subscription and any special offers or promotions that we may offer you from time to time. We will not share your/their email address with any third party.
10.1 The website and its content is copyright of Charlotte Patteson trading as Lucky Gecko. All rights reserved.
10.2 All trademarks, logos, images, product and company names displayed or referred to on this website are the property of their respective owners. Nothing on this website grants you any licence or right to use, alter or remove such material.