Terms & Conditions

EcoScent UK Limited - Terms & Conditions

1. Introduction

These Terms & Conditions (“Terms”) apply to all purchases of products and services from EcoScent UK Limited (“EcoScent”, “we”, “us”, “our”).

By placing an order, purchasing products, or using our services, you agree to be bound by these Terms.

These Terms apply to both:

  • Consumers (individuals purchasing for personal use)
  • Business customers (purchasing in the course of business)

Where different terms apply, this will be clearly stated.

2. Orders & Contract Formation

All orders are subject to acceptance by EcoScent.

A contract is formed when:

  • we confirm your order in writing, or
  • we dispatch the product or commence services

We reserve the right to refuse or cancel any order.

3. Pricing & Payment

All prices are as stated at the time of order.

Payment terms:

  • Consumer orders: payment required in full prior to dispatch
  • Business orders: as agreed in writing

Late payment (B2B):

  • may result in suspension of services
  • may invalidate warranty and support

Where payment is not received by the due date, EcoScent reserves the right to:

  • charge interest on overdue amounts at a rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998
  • charge statutory compensation and any reasonable debt recovery costs
  • suspend services, deliveries, and support until payment is received in full
  • suspend any applicable warranty or extended warranty until the account is brought up to date

4. Bespoke & Custom Products

4.1 Definition

Bespoke or custom products include:

  • fragrances developed specifically to customer requirements
  • private label products
  • any product created or modified outside of EcoScent’s standard product range

Such orders are typically placed via:

  • direct engagement with an account manager, or
  • submission through a bespoke enquiry form

and may be subject to:

  • minimum order quantities (MOQs)
  • development or formulation fees

4.2 Standard Products

Products purchased directly via the website from EcoScent’s standard range are not considered bespoke unless explicitly confirmed in writing.

4.3 Business Customers

Bespoke or custom products are:

  • non-refundable
  • non-returnable

once development has commenced or production has been approved. Development and formulation fees are non-refundable under any circumstances once work has commenced.

4.4 Consumers

For consumer purchases, cancellation rights do not apply to:

  • goods made to your specification
  • personalised or custom-made products

Once production of a bespoke product has commenced, the order cannot be cancelled. Development and formulation fees are non-refundable under any circumstances once work has commenced.

5. Delivery

EcoScent will use reasonable endeavours to meet any estimated delivery or installation dates provided. However, all dates are indicative only and not guaranteed.

EcoScent is not liable for delays caused by:

  • couriers
  • supply chain issues
  • events outside our control

Where delivery fails due to Customer error (including absence, incorrect address, or refusal), EcoScent reserves the right to charge redelivery, storage, and handling fees.

Risk passes on delivery. Ownership remains with EcoScent until full payment is received. If delivery is refused or unsuccessful due to customer error, additional delivery charges may apply.

6. Installation

Where installation is provided:

  • Installation is based on standard conditions (up to 60 minutes per unit)
  • Additional time or complications may incur charges
  • Customer must ensure:
    1. access to site, including all areas required for installation, including HVAC systems and any associated infrastructure
    2. suitable power supply
    3. necessary permissions

EcoScent is not liable for:

  • delays due to site conditions
  • failure to obtain permissions

If an installation cannot be completed due to site conditions, lack of access, or customer readiness, EcoScent reserves the right to charge an abortive visit fee.

Any additional works required outside of standard installation will be quoted and agreed separately.

7. Warranty

7.1 Standard Warranty

  • 12-month manufacturer warranty from date of purchase
  • Rental units covered for duration of rental

7.2 Extended Warranty

EcoScent may offer extended warranty options on selected Products, subject to separate agreement and applicable fees.

Where an extended warranty is purchased, the terms of that warranty shall apply in addition to the standard warranty, subject always to the conditions set out in this section.

EcoScent reserves the right to refuse or invalidate an extended warranty where the Product has not been used or maintained in accordance with these Terms.

7.3 Warranty Conditions

The warranty applies strictly to manufacturing defects in materials and workmanship.

To remain valid, Products must:

  • be installed in accordance with EcoScent instructions
  • be properly maintained and serviced as required
  • be used only with EcoScent-approved fragrance oils and cleaning solutions

7.4 Warranty Exclusions

The warranty (including any extended warranty) shall not apply where damage or faults arise from:

  • misuse, negligence, or improper operation
  • incorrect or unauthorised installation
  • unauthorised repair, modification, or tampering
  • exposure to unsuitable environmental conditions (including but not limited to excessive heat, humidity, or contaminants)
  • use of non-approved fragrance oils, cleaning solutions, or third-party substances
  • failure to follow EcoScent maintenance and cleaning guidelines

7.5 Effect on Warranty

Use of non-approved materials, including fragrance oils or cleaning solutions not supplied or approved by EcoScent, may:

  • cause damage to the Product
  • impact performance and longevity
  • invalidate both the standard and any extended warranty

Any damage or performance issues resulting from the use of non-EcoScent approved oils or cleaning solution will not be covered under warranty and may result in additional repair or replacement charges.

Warranty claims may be subject to inspection and verification by EcoScent.

8. Returns & Refunds

Consumers

You may cancel within 14 days (cooling-off period), except for:

  • bespoke or personalised products

Returned goods must be:

  • unused
  • in original packaging

Refunds may be reduced to reflect use.

Business Customers

Returns are accepted only:

  • with prior approval
  • subject to a restocking fee of up to 25%

Where Products are provided on a rental, loan, or returnable basis, the Customer must return the equipment:

  • in good working condition
  • clean and free from fragrance oils
  • securely packaged to prevent damage in transit

The Customer is responsible for any loss, theft, or damage to the equipment while in possession.

EcoScent reserves the right to:

  • charge for cleaning, repair, or refurbishment where required
  • charge the full replacement value where equipment is not returned or is returned damaged beyond reasonable wear and tear
  • arrange collection or recovery at the Customer’s cost

9. Use of Products and Fair Use

9.1 Use of Products

Products must be:

  • installed correctly and in accordance with EcoScent instructions
  • maintained appropriately and serviced as required
  • used only with compatible materials and authorised consumables

Customers must ensure that only EcoScent-approved fragrance oils and cleaning solutions are used in conjunction with the Products.

EcoScent shall not be responsible for:

  • damage caused by incorrect use or operation
  • improper handling or storage of fragrance oils
  • use of non-approved oils, cleaning solutions, or third-party products
  • any resulting damage to the Product, surrounding property, or surfaces

Use of non-approved materials, including cleaning solutions, may result in:

  • damage to the Product
  • reduced performance
  • invalidation of any applicable warranty

9.2 Fair Use

Products must be used within reasonable operational limits. Excessive or abnormal usage (including continuous operation beyond typical daily usage of 10–12 hours or operation at maximum intensity for prolonged periods) may:

  • impact performance
  • reduce product life span
  • result in suspension of support or invalidation of warranty

10. Service Availability & System Requirements

10.1 Service Availability

Ecoscent products and services may rely on third-party systems and infrastructure, including but not limited to internet connectivity, Wi-Fi networks, mobile devices, and external service providers.

While we aim to provide reliable and consistent service, we do not guarantee that the products or services will be:

  • uninterrupted
  • error-free
  • continuously available

Services may be temporarily unavailable due to:

  • scheduled maintenance
  • system updates
  • technical issues
  • events outside our reasonable control

10.2 Service Interruptions

You acknowledge that interruptions may occur and that Ecoscent is not responsible for any loss, disruption, or reduced performance resulting from:

  • connectivity issues
  • network failures
  • power outages
  • third-party service interruptions

This does not affect any rights you may have under applicable law.

10.3 System Requirements

To use EcoScent products and services effectively, you are responsible for ensuring that:

  • a stable and suitable internet connection is available (where required)
  • compatible devices are used
  • products are correctly installed and maintained

Failure to meet these requirements may result in reduced performance, for which EcoScent accepts no responsibility.

10.4 Product Information

Any information, data, or insights provided through EcoScent systems are supplied for general guidance only.

We do not guarantee:

  • accuracy
  • completeness
  • suitability for any specific purpose

Such information should not be relied upon as a substitute for direct verification where accuracy is critical.

11. Intellectual Property

All intellectual property rights in and relating to EcoScent, its Products and Services remain the property of EcoScent, including but not limited to:

  • fragrance formulations and compositions
  • product designs and technology
  • branding, logos, and trade names
  • website content, marketing materials, images, and videography
  • any documentation, materials, or content provided to the Customer

Customers are granted a limited, non-transferable right to use EcoScent Products in the ordinary course of business only.

Customers must not, without prior written consent from EcoScent:

  • copy, reproduce, or distribute any EcoScent materials
  • replicate or attempt to replicate any fragrance formulations
  • reverse engineer or interfere with the Products
  • use EcoScent branding, images, or marketing content for commercial purposes

12. Limitation of Liability

Consumers

Nothing in these Terms limits your statutory rights.

EcoScent does not exclude liability for:

  • death or personal injury caused by negligence
  • defective products

Business Customers

To the maximum extent permitted by law:

  • EcoScent is not liable for indirect or consequential loss
  • total liability is limited to:
    1. fees paid in the previous 12 months

EcoScent shall not be liable for any loss arising from service interruptions, connectivity issues, or system incompatibility as described in Section 10, except where such liability cannot be excluded under applicable law.

EcoScent shall not be liable for any loss of profit, loss of revenue, loss of business, or business interruption.

Nothing in these Terms shall limit liability for death or personal injury caused by negligence or any liability which cannot be excluded by law.

13. Services & Software

Where applicable:

Services may:

  • be updated or modified
  • experience interruptions

We do not guarantee:

  • uninterrupted availability
  • error-free operation

Please refer to our Privacy Policy available on our website for full details.

14. Third-Party Products

EcoScent may integrate with third-party systems.

We are not responsible for:

  • performance of third-party products
  • compatibility issues

15. Data & Privacy

Use of our services is subject to our Privacy Policy.

Customers are responsible for:

  • compliance with applicable data laws
  • use of collected data

16. Termination

EcoScent may suspend or terminate services where:

  • these Terms are breached
  • payment is overdue

Upon termination:

  • all outstanding invoices become immediately due and payable
  • any products supplied on a rental or loan basis must be returned in accordance with these Terms
  • EcoScent reserves right to recover any outstanding amounts, including reasonable recovery and enforcement costs

17. Force Majeure

We are not liable for failure to perform due to:

  • natural disasters
  • supply disruption
  • events outside our control

18. Governing Law

These Terms are governed by the laws of:
England and Wales

19. Updates to Terms

EcoScent reserves the right to amend these Terms at any time. Updated versions will be published on our website and will take effect from the date of publication.

Continued use of our products or services constitutes acceptance of updated Terms.

Last updated: April 2026