Terms of service

These terms apply to your use of our website or app, and to any products you order through our website or app. When we refer to our “site” in these terms, we mean both our website and our app.

We may amend these terms from time to time by posting an updated version on the site. When you submit an order, the terms published at the time you submit your order will apply.

This first version of these terms was published on 21st August 2024. When we update them, we will establish an archive of previous versions and provide the link here.

1. Who we are and how to contact us
   1. We are Reach Publishing Services Limited, part of the Reach group, trading as “Yimbly”. We are a company registered in England under company number 08339522 and our registered office is at One Canada Square, Canary Wharf, London, E14 5AP. Our VAT number is GB 440 3567 67.
   2. If you wish to contact us for any reason, including because you have any complaints, you can contact us by emailing us at support@yimbly.com or by writing to us at the address above.
2. How we will contact you
   1. If we need to contact you, we will do so using the contact details associated with your account, or if you do not have an account using the contact details you provided when placing your order.
3. Use of our site
   1. Our site is made available to you free of charge. You acknowledge that, from time to time, the site may be unavailable and that we may suspend, withdraw, discontinue or change all or any part of our site at any time without notice.
   2. If you choose, or you are provided with, a password to log in to our site, you must treat that password as confidential and you must not disclose it to anyone else.
   3. We do not guarantee that our site will be secure or free from bugs or viruses. You should use your own virus protection software.
   4. You must not misuse our site (for example by knowingly introducing viruses or other material which is malicious or technologically harmful). You must not attempt to gain unauthorised access to our site or to any of the systems underlying it, nor attack them or use them to attack others.
   5. You may link to our site, including on your own social media accounts, but you must do so in a way that is fair and legal and does not unlawfully damage our reputation or take advantage of it. In particular, you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists, and you may not use any of the content published on our site to train any machine learning or “AI” tool.
   6. Our site may include links to third-party sites. We are not responsible for those sites or their content.
4. Intellectual Property
   1. We are the owner or the licensee of all intellectual property rights in our site, the technology powering it, and the material published on it. Those works are protected by copyright and other intellectual property rights, and beyond what is necessary to use the site in the ordinary course, those rights are fully reserved.
5. Product Descriptions
   1. Descriptions of our products are set out on our site.
   2. Please read the product description carefully. Pictures and images of the products or their packaging on our site are for illustration purposes only. Your products and their packaging may vary slightly from those pictures or images. For example, because of variations in how different devices show colors, there may be some difference between the colors of a product as displayed on your screen and how the product actually appears.
   3. The product description on our site is not a substitute for reading the instructions and labeling provided with the product.
6. Prices
   1. Prices for our products are set out on our site. All prices are stated in pounds sterling and inclusive of VAT, but do not include delivery charges. You will be provided with information on delivery options and costs through the site as part of the checkout process.
   2. The prices for our products and delivery charges may change at any time. Except for pricing errors, those changes will not affect existing orders.
   3. Pricing errors can sometimes occur, for example due to human error or computer malfunction. If there has been a pricing error and it affects your order, we will try to contact you using the contact details you provided when you placed your order, to give you the option either to re-confirm your order and to pay for it at the correct price or to cancel your order and receive a full refund (including any delivery costs). If we are unable to contact you, we will treat the order as canceled and notify you by email.
   4. If the rate of VAT changes between the date you place your order and the date we dispatch the relevant products, we reserve the right to adjust the VAT rate payable accordingly, unless you have already paid the VAT. Usually, this will only ever be an issue for products which you have pre-ordered significantly before their release date.
7. Stock and Product Availability
   1. All orders are subject to stock and availability. While we try to ensure that stock levels are accurately reflected on the site, we cannot guarantee it. If an item that you order is in fact out of stock, we will let you know as soon as possible by email and will give you the option to wait for stock to become available or to cancel your order and receive a full refund (including any delivery costs).
   2. Sometimes, we may stop selling certain products entirely, for example if they are no longer made or are withdrawn from the market. If this happens and it affects your order, we will let you know as soon as possible by email, cancel your order, and provide you with a full refund (including any delivery costs) for items you have paid for but will not receive.
8. Who Can Place Orders
   1. Our products are currently only for sale in England, Scotland, Wales, and Northern Ireland. If you are not resident there, you may not order products from our site.
   2. You must be at least 18 years old to order products from our site. If you are not at least 18 years old, please have a parent or guardian place the order instead.
9. Placing an Order
   1. You will be shown a summary of your order before submitting it. You should take this opportunity to check your order and correct any errors before you submit it to us. By submitting your order, you are committing to buy and pay for the products ordered once we accept your order.
   2. We will send you an email to let you know when we have accepted your order.
   3. A legally binding contract is formed between you and us on these terms once we accept your order.
   4. If we do not accept your order, we will email you using the details you provided when you placed your order. We have the right to reject any order for any reason.
10. Personalised Products
    1. Some products may allow for personalisation, such as engraving with a message or customisation to measurements that you provide. Where that is the case, you are responsible for ensuring that the personalisation information you provide is correct. We may not always be able to correct errors in that personalisation information once your order is submitted, so please check it carefully.
11. Making Changes to Your Order
    1. If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order. This does not affect your statutory “cooling off” rights described below, or our published product returns policy here.
12. Payment
    1. The payment methods we accept are the payment cards and payment services published on our site. All credit card and debit card payments need to be authorised by the relevant card issuer.
    2. We will charge your card at the point of ordering. If payment is unsuccessful, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email.
    3. We may from time to time present the option to use third-party “buy now, pay later” services as a payment option for some of our products. If you use one of those payment methods, your doing so is on and subject to that third party’s terms and conditions, and your contract for that payment option is with that third party and not with us. Use of these payment options may result in your paying more than you otherwise would.
13. Gift Cards
    1. Gift cards can only be used on Yimbly and must be redeemed within 12 months of purchase. Once redeemed, they cannot be cancelled or refunded. In the event of a return or refund on products ordered using gift cards, we will either credit the refund to the existing gift card or issue a new gift card for the refunded amount.
14. Delivery and Costs
    1. The available options for delivery, and the associated charges, are shown before you submit your order.
    2. Your order should normally arrive within the time period specified for your delivery option during the checkout process, if it is in stock, but – because delivery is subject to many factors beyond our ability to control – we do not guarantee delivery dates.
    3. Pre-orders for products not yet released will normally be dispatched so as to arrive on or shortly after their release date.
    4. If you order several items together, they may be delivered at different times.
    5. Please notify us of any fault or damage as soon as you can after delivery. If the products arrive damaged, we may need you to provide us with evidence, such as photographs, to support the carrier’s claims process. We will tell you if that is the case.
    6. Once your order has been delivered, the risk in the products passes to you. That means that you are responsible for the products and we are not liable to you if the products are stolen or damaged after they have been delivered. This does not affect your legal rights if the products are faulty or misdescribed. Ownership of the products passes to you once we have been paid for them in full and we have dispatched them to you.
    7. If you do not receive an order, we ask you to inform us within 15 days of the order being placed.
    8. We reserve the right to charge additional amounts for delivery if you do not provide when asked important information about how to access the delivery address, such that we need, for example, to rearrange delivery.
15. Our Returns Policy
    1. You can find our current returns policy here. We may update our returns policy from time to time; the version that applies to your order will be the version published on our site at the time you placed your order.
    2. Our returns policy does not affect your statutory rights, including your “cooling off” rights and your rights if a product is faulty, as described below.
16. Your Statutory “Cooling off” Rights
    1. In addition to our returns policy, you are entitled by law to a “cooling off” period to change your mind and cancel your order. That “cooling off” period is 14 days from the date of delivery of your order. There are certain kinds of products where this right does not apply, most notably:
       1. customised or personalised products;
       2. foods with short expiry dates or which require refrigeration;
       3. any products that are sealed for health or hygiene purposes, such as cosmetics, foods and toiletries, if that seal has been broken after delivery;
       4. sealed audio, video or software products delivered on physical media, if the seal has been broken after delivery; and
       5. goods like paints or cooking ingredients which have been inseparably mixed with other things after delivery.
    2. If you want to exercise that right, please email us at support@yimbly.com or use the contact form on our site. You can also use the cancellation form available at the bottom of these terms. To help us process your cancellation more quickly, please include your order number in the email or cancellation form you send to us.
    3. You must send the products back to us within 14 days of telling us that you want to cancel your order, to the return address provided during the returns process. We strongly recommend that you get proof of sending. We may withhold the refund until we have received the products back from you or until you have provided us with evidence that you have sent the products back (whichever is earlier). Generally, you should post the products back to us. For some products, it is not practical to return the products by post (for example because of their size); where that is the case, we offer a paid-for collection service.
    4. Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product beyond what is necessary to establish the nature, characteristics and functioning of the product. You are responsible for the products while they are in your possession.
    5. Unless the return costs are covered under our returns policy, you are responsible for the cost of returning the products to us, except if the products are faulty or misdescribed. For goods which we collect from you, we may charge a fee for that collection service, the cost of which will vary according to the products being returned but which will not normally exceed £50.
    6. We will provide you with a refund of the purchase price of the products and standard delivery charges as soon as possible. If you have paid for enhanced or expedited delivery services, such as delivery on a particular day or by a particular time, we will not be obliged to refund the additional cost of those services. We will issue the refund no later than 14 days after the day we receive the products back from you or, if earlier, 14 days after the day you provide us with evidence that you have sent the products back.
    7. We will only issue your refund to the same payment method you used when you placed your order.
    8. Generally, you may only exercise these cooling off rights in respect of your entire order, and not part of it. We may however be able to accommodate partial cancellation of an order in some circumstances. A partial cancellation may affect any promotions applied to your order, such as discounts for a minimum order value, or “buy one get one free”-type offers.
17. Faulty Products and Your Statutory Rights
    1. Under the Consumer Rights Act 2015, the products that we sell to you must be as described, fit for purpose and of satisfactory quality. We honour our legal duty to provide you with products that are as described to you on our site and that meet all the requirements imposed by law. If your products are faulty or misdescribed, please contact us as soon as reasonably possible.
    2. During the expected lifespan of your product, you are entitled to the following:

       Up to 30 days	If your product is faulty, you can get an immediate refund.
       Up to six months	If the product cannot be repaired or replaced, then you are entitled to a full refund in most cases.
       Up to six years	If the product does not last a reasonable length of time, you may be entitled to some money back.

    3. This is a summary of some of your key rights. They are in addition to your “cooling off” rights described in clause 16 above. For more detailed information on your rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call 03454 04 05 06.
    4. Your product may also come with a manufacturer’s guarantee. If so, details will typically be included with the product.
18. Complaints
    1. If you are unhappy with us or the products you ordered, please contact us at support@yimbly.com. You can find our complaints handling policy here. This does not affect your statutory rights.
19. Our Liability to You
    1. We are responsible for losses you suffer caused by us breaking this contract, unless the loss is:
       1. unexpected, meaning that 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 (so, in the law, the loss was unforeseeable);
       2. caused by events or circumstances outside our control (but we will still comply with clause 19);
       3. something you could have avoided by taking reasonable action; or
       4. a business loss, meaning a loss relating to your use of a product in the course of your trade, business, craft or profession, including loss of revenue and loss of business.
    2. Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence; liability for fraud or fraudulent misrepresentation; or any other liability that the law does not allow us to exclude or limit.
20. Events Outside Our Control
    1. If delivery of your products or our performance of our other obligations is delayed or prevented by something outside of our control, such as severe weather conditions affecting delivery times, then we will let you know and do what we can to work around it. We will not compensate you for delays in delivery, but if the delay is substantial then you can cancel your order and receive a refund for products you have ordered but not received.
21. Other Important Terms
    1. No one other than us or you has any right to enforce any of these terms.
    2. You are not allowed to transfer your rights under these terms to anyone without our permission, except for the benefit of any product guarantee which you may transfer to a new owner of that product. We may transfer our rights under these terms to another business in our group or to a buyer of our business, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.
    3. If you breach these terms and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these terms.
    4. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
    5. If we fail to insist that you perform any of your obligations under these terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
    6. The laws of England and Wales apply to these terms, although if you are resident elsewhere in the UK you will retain the benefit of any mandatory protections given to you by the laws of the part of the UK in which you live. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, except that if you normally live in another part of the UK, then we can only enforce these terms against you in the courts of that part of the UK, and you can choose whether to enforce these terms against us in England or in the part of the UK where you live.