Terms and Conditions

Terms of Use

Welcome to Shelly Store UK! We’re excited to have you here but before you start using our online store and services, we do need you to look through and accept these terms.

We’ve done our best to explain it all without using too much jargon, so it’s clear what we expect from you and what you can expect from us.

To make things easier, you can use the navigation menu to find specific sections of the terms. You’ll also find summary paragraphs at the top of each section to give you a heads up on what’s coming up.

When you browse our website and shop online these terms apply. You should read this document along with our Privacy Policy.

These are your legal rights and obligations, so please do read everything. If you can’t agree to our terms, then you can’t use our services.

Who are we?

We’re Advanced IOT Ltd (company number 12304542) trading as Shelly Store UK, a registered company in England and Wales, based at 158 Cromwell Road, Salford, United Kingdom, M6 6DE. Our UK VAT number is GB 336861088.

You

To legally place an order on Shelly Store UK you need to be at least 16 years old and own a credit/debit card which we accept or be authorised to use one.

How to contact us

You can contact us online or by email. We’re open Monday-Friday 10am-4pm. If we need to reach out to you we’ll get in contact through email, phone or your home address, so please let us know if any of these details change!

Placing an order with us

When you place an order, you’ll receive an acknowledgement e-mail confirming that we’ve received it. We then carry out our standard pre-authorisation fraud and available funds checks to make sure we’re happy to move ahead.

We will only accept your order once payment has been approved and we have debited your account. We accept Mastercard, Visa, Maestro, Solo credit/debit cards.

If you wish to cancel your order you’ll have a limited time to do so, so please reach as soon as possible via the support page. If we have a problem with your order, we’ll get in contact through the details you’ve provided.

If you’ve ordered more than one product there’s a chance that your order will be sent from multiple suppliers. If this applies to your order, you’ll receive a notification in your despatch confirmation email and your parcels will arrive across a number of different shipments.

All orders are subject to availability. Occasionally, we may need to refuse or cancel an order if an item is out of stock, discontinued or we believe there may be something wrong with your account. If you think we’ve made a mistake, please reach out to us on any of the contact methods mentioned above

We reserve the right to suspend all future deliveries to a particular customer account or address in the event that any of these terms are breached.

Pricing & Descriptions

All prices are in pound sterling and inc VAT (where applicable).

Everyone’s human (we aren’t any robots yet…), so occasionally we may find that a price, product description or promo has been posted incorrectly. If we find an error in your order we’ll get in contact as soon as possible and give you the option of reordering at the correct price or cancelling. If you opt to cancel we will refund you in full.

Discount codes cannot be stacked or applied to products already on sale or on offer. Depending on the value of your order or where you live, delivery costs may be charged. This will be added to your order when you proceed through checkout. We like to treat our customers to the best promotions out there, so occasionally you’ll receive discount codes which will drop the price of the products you are looking to buy.

It’s down to you to remember to add the discount code at checkout and each code will have specific terms which will be highlighted in the email or social media post you receive.

If we notice misuse of any discount code, we reserve the right to refuse or cancel the order(s) in question.

Delivery

Standard Delivery is free for orders of £100 and over. For more details please see our delivery options and charges section.

We’ll send you regular updates on the delivery time of your order. Sometimes delays can happen which are out of our control, for example courier delays, snow and Bank Holidays, so please bear with us. We’ll try to get your order out to you as quick as possible!

If you’re really concerned please do reach out to us via our support centre and one of our team will do their best to track your parcel down for you.

Returns & Refunds

Check out our returns and refunds policy.

You have 14 days to return an item from when it’s delivered for a full refund. Make sure you return your order with a tracked delivery service to avoid any issues! If you’d like to return your order, contact us and our support team will help out.

Returns cannot be accepted if the goods have been torn, damaged or tampered with. We ask you to take care of the goods you purchase while they are in your possession. This means that you may inspect the goods, but the original packaging should be retained, and the product should be in pristine or as new condition.

Don’t ruin it for everyone else!

It goes without saying that you shouldn’t misuse or tamper with our website and services or steal our customers’ data. Doing any of these things may be a criminal offence and Shelly Store UK will report any such activity to relevant law enforcement authorities.

We recommend using virus protection software when browsing the web. Although we have a dedicated team who are constantly monitoring this stuff, we cannot guarantee that it will always be bug free.

Intellectual property, software & content

Advanced IOT Ltd owns or has permission to use the intellectual property rights on our website, blogs and content. Which means you are not allowed to use the Shelly Store UK logo, any Shelly Store UK  brand/trademark, our website or content without our express permission.

Feedback – good or bad!

If you simply need us to explain anything mentioned above or you’re unhappy with the service we’ve provided, please reach out via the support portal.

Our Liabilities

We accept liability for death and personal injury arising from our negligence. If Shelly Store UK fail to comply to these Terms & Conditions, we are responsible for loss or damage you suffer as a foreseeable result of us breaching this contract. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract is made, both you and Shelly Store UK knew it might happen, for example, if you discussed it with us during the sales process. We will only be liable for loss or damage up to the total value of goods purchased.

We are not responsible for losses not caused by our breach or negligence, indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us for example loss of profits or reputation. We are also not responsible for the failure of goods if they occur from events beyond our reasonable control.

Please read the instructions, manuals and other user documentation that comes with your products carefully. We recommend that you use all products safely and in accordance with the manufacturer’s guidelines.

General

We have the right to amend, remove or vary our services and/or any part of the Website (including our Terms of Use) at any time. These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts. All notices shall be given to us, by email or by post to our addresses provided above. All notices sent by email will be deemed to have been received on the day that they are sent or, if sent on a national holiday in England or on a Saturday or Sunday, the next working day following the day on which the email was sent. All notices sent by post will be deemed to have been received 3 working days after the date of posting.

Refund Policy

Once the product(s) have been returned and assessed by our team, we’ll process your refund. This may take up to 10 days for the funds to appear in your account. Please note that if you return products that do not meet, or are outside our returns policy, we’re unable to process a full refund.

Please note returns which are not accompanied by an authorisation number will be rejected. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.

Delivery charges are refunded in some instances, for more details please see our Return Policy or contact our support team to chat.

Credit / Debit card

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

Delivery Options and Charges

Our aim is to make buying online as convenient as possible, which means offering a wide range of options for you to choose from.

We will dispatch your goods by the method selected by you when you place your order. We will inform you via email once your order has been dispatched.

If you are aware that you may not be able to accept the delivery of your order, please make suitable, alternate arrangements.

We like to get your order to you as soon as possible therefore you may receive your goods in separate deliveries.

We deliver all over the UK, however, our delivery services may take longer if you live in remote areas like the Scottish Highlands and Northern Ireland. Delivery charges may also vary depending on:

Your total charge for delivery, along with all the different delivery options we’re able to offer for any particular order, will always be clearly displayed at the checkout.

We aim to process and dispatch all orders on the same day but sometimes this may not always be possible. Please contact us before you place your order if you require us to process your order urgently or select the Express Delivery option. Once your item has left our warehouse, we’ll send you an email with tracking information.

Couriers we use for standard deliveries include Royal Mail, DHL and DPD.

Standard Delivery

Standard Delivery is free for orders £100 and over. From only £2.99 for orders under £100 depending on size and weight. 

Items are usually delivered within 3-5 working days, Monday to Saturday, 7.30am – 6pm.

Some couriers may deliver slightly earlier or later.

Express Delivery

Delivery with within 1-2 working days with online tracking from £4.99 depending on the size and weight of the package. Orders must be placed before 12pm Monday to Friday to be dispatched the same day. Orders after 12pm will be dispatched the next working day.

Orders placed after 12pm on Friday until 1pm Monday are dispatched on Monday evening and delivered on Tuesday, excluding public holidays where next working day deliveries are dispatched on Tuesday evening and delivered on Wednesday.

Delivery Discrepancies

Any discrepancies must be reported to us within 2 working days of receipt

Return Policy

Sometimes an item isn’t right for you, and you would like to return it for a refund. We understand this, so we’ve made our returns process simple. There are some products that have restrictions or may not be returnable – our Returns Policy does not affect your statutory rights.

Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage. 

Returning an unwanted item

You can return your item within 14 days of receiving it, as long as it is still in its original condition. We accept returns, subject to the rules outlined in this policy, provided that the goods have not been in your possession for more than 14 Days after the day on which you received the goods.

Returning a faulty or defective item

If you believe there is a fault or defect with your item, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund.

All returns are tested by our technical team to verify the error or defect reported before any refunds can be processed. If the item is found not faulty or defective, we will contact you to find the best solution, and course of action.

Goods that become faulty during use

If your goods become faulty after delivery, we will always instruct you to contact the manufacturer directly for a warranty repair or replacement. This is often the quickest way to have a fault resolved. For example in some cases, manufacturers provide a special full on-site service and/or telephone help facilities for your convenience. Alternatively, you can contact us directly if the goods do not conform to the contract made between us.

Goods damaged on arrival

If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 14 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.

Goods not as ordered

Sometimes we make mistakes, the wrong item is posted, in poor condition or arrives damaged. It is vital that you let us know within 48 hours of receiving it by sending us images of the item received, along with any other information requested by our team.

Goods or Order Duplicated

In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible.

Leaking and hazardous items

If you have received an item containing liquids which are leaking, damaged or considered hazardous, please let us know as soon as this has been discovered. We will let you know how to safely dispose of the item and process your refund.

Original condition

We ask that you take good care of the item while in your possession. This means that you can examine the item as you would in a shop, but please do not start using, assembling or inputting any personal data or software. We’re unable to accept a return if the item or item packaging has been torn, damaged or tampered with.

All returned items should be in their original condition and packaging, including all the original accessories and leaflets provided. If the item was purchased as a part of a bundle, you must return all items that were a part of the bundle.

Hygiene and consumable items

Some items can’t be returned like headphones or ink once opened or used. It is important that you check the item description before you order or open the item and remove the original wrapping/seal. For hygiene reasons, certain items cannot be returned once the seals have been removed.

Digital storage, downloads, subscriptions and personalised items

We’re unable to accept returns for anything that’s made to your specific requirements, is personalised or otherwise can’t be resold due to a bespoke element This includes digital storage (E.g. SSD, HDD, SD), downloads or subscriptions once activated, opened or used.

After 14 days of receiving your items

We don’t accept returns for items after the above returns period. If your item develops a fault after 14 days of receiving it, you may be entitled to a repair, as long as it is within its warranty period. Please refer to the manufacturers’ terms and conditions for more information.

It is vital that you have your order receipt and serial number (if applicable) when logging a manufacturer warranty claim. You can contact the manufacturer directly to register your warranty claim, alternatively, if you have any questions or need help, please contact us.

Return Costs

If your item is defective, damaged or incorrect, you will be eligible for free returns, and we will provide you with a pre-paid returns label.

Items that are not defective, damaged or incorrect, are not eligible for free returns. If your return is not the result of a Shelly Store UK error, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund.

Return methods

Expensive or Lage Items

If your item is more than £75, weighs over 20kg or is larger than 61cm (L) x 46cm (W) x 46cm (D), we’ll send you a courier label. You can drop your parcel off at a Courier Pickup Point, or arrange for a home collection. 

Small Items

If your item is less than £75, weighs less than 20kg and is smaller than 61cm (L) x 46cm (W) x 46cm (D), we’ll send you a Royal Mail label. You can drop your parcel off at your local post office.

Returns from within the UK costs £3.99. 

All returns must be sent back using the return label issued by the team unless stated otherwise by us through the verified communications channels (email, social). Returns will be rejected if the issued return label is defaced, edited, amended in any way or form.

Please note returns which are not accompanied by an authorisation number will be rejected. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.

Refunds

Refunds may take up to 10 days for the funds to appear in your account. Once the item has been returned, assessed and verified, we’ll process your refund.

Refunds are issued excluding the original delivery charge.

We will reduce the amount of the refund up to 50%, or return the item to you if

In this instance, you will be liable for carriage, and handling costs.

Please note returns which are not accompanied by an authorisation number will be rejected. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.

Once a returned item has been processed by our Returns Team, we can’t send it back to you.

If you request a return for an item during the above time frame but you can’t return it to us for some reason, please get in touch – please note, any refund will be at our discretion.

For further information, please see our Refund Policy.

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20% OFF!!
Get 20% off your entire order in honour of our new website!
*Minimum spend £100. Valid until July 16.
20% OFF!!
Get 20% off your entire order in honour of our new website!
*Minimum spend £100. Valid until July 16.