Terms & Conditions
Terms and conditions for the supply of TENA products
TENA DirectEssity UK Limited Southfields Road Dunstable Bedfordshire LU6 3EJ
You may have other rights granted by law, and these Terms and Conditions do not affect these unless you are purchasing goods from us in connection with your business, in which case we exclude to the fullest extent permissible in law, all conditions, warranties and stipulations, express (other than those set out in these terms and conditions and the contract between us for the purchase of the goods) or implied, statutory, customary or otherwise which, but for such exclusion, would or might subsist in your favour.
The Contract Between You and Us
a) Any contract for purchases made through this website will be between us, Essity UK Limited, whose registered office is Southfields Road, Dunstable, Bedfordshire LU6 3EJ, company registration number 3226403. Our VAT number is GB600433106 (“us”)
b) To purchase from us you must be over 18.
c) Once you have completed your order process, you will be asked to confirm that it is correct. If it is not correct, you can revisit your order and correct the mistakes before confirming and submitting your order to us. It is your responsibility to ensure that your order is correct. Payment is due in full at the time of ordering and you may pay by Maestro, VISA, Mastercard and VISA Electron. Once payment has been received, we will confirm to you whether your order has been accepted by sending an email to you at the email address you provide to us as part of the order process. The email will include your name, products ordered and the total price. Our acceptance of your order brings into existence a legally binding contract between us on these terms
d) If the goods that you have ordered are no longer available, we may offer you substituted goods of a similar nature and quality. In this case, we will contact you and ask if you wish to proceed. If you confirm that you do wish to proceed, please remember that we will still not be under an obligation to supply the goods to you until we have confirmed that we have accepted your order.
e) The prices payable for goods as set out in the web site are inclusive of VAT and delivery, unless otherwise stated. Essity has taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. However, prices are subject to change without notice, and orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. All payments must be made in full at the time of placing the order by Maestro, VISA, Mastercard or VISA Electron. If we are unable to accept your order for any reason then we will, at our option, either not debit your credit card or refund any money paid by you in respect of that order. We will not dispatch the goods until we receive payment in full. All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available by e-mailing you.
f) We are unable to deliver to addresses outside of the United Kingdom. If you require delivery of the goods outside the United Kingdom you will not be able to complete your order via our website.
Delivery of Goods to you
a) Essity will post, or arrange a courier on your behalf for, the goods ordered by you to the name and address you give at the time you make your order.
b) Delivery will be made as soon as possible after your order is accepted and in any event within 30 days of our acceptance of your order. All delivery times quoted on the web site are estimates only, based on availability, normal processing and delivery company.
c) You will become the owner of the goods you have ordered once we have received full payment from you and you have received them.
Your Right to Cancel
a) If you are a consumer (i.e. you are not purchasing the goods in connection with your business or you are not a business) you have the right to return the products to us and receive a refund of your payment. In accordance with the legislation in force on distance selling, the customer has the right to waive his purchase without penalty and without giving reasons. You will need to inform us in writing within fourteen working days, starting on the day after the goods are received by you. The customer has fourteen calendar days counting from the receipt of the goods ordered to send them back to Essity UK Ltd for an exchange or refund. In order to obtain an exchange or refund, the customer must send back the new products in the original packaging, unopened, undamaged and together with any accessories, to the address below. Products that have been opened will not be refunded.
b) If you choose to cancel in accordance with (a) above then you must return the goods to us in the condition in which you received them at your cost and risk, and we advise you to ensure the goods are adequately insured during the return journey.
c) All correspondence must be addressed to: TENA Direct, Essity UK Ltd, Southfields Road, Dunstable, Bedfordshire LU6 3EJ. Once you have notified Essity that you are withdrawing your order, any sum debited to Essity from your credit card including delivery charges will be re-credited to your account as soon as possible and in any event within 14 days of your notice of cancellation, PROVIDED THAT the goods in question are returned by you and received by Essity in the condition they were in when delivered to you. Essity shall not be required to reimburse the supplementary costs, if the consumer has expressly opted for a type of delivery other than the least expensive type of standard delivery offered by the trader. The re-payment will be made in the same way the consumer paid their order.
Damaged or Defective Goods and our liability to you
a) We warrant that on delivery and for a period of 6 months from the date of delivery, the Goods shall:
b) If you are a consumer this warranty is in addition to your legal rights in relation to goods which are faulty or which otherwise do not conform with these terms and conditions. Advice about your legal rights is available from your local Citizens' Advice or trading standards office.
c) This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage accident, negligence by you or any third party, if you use the Goods in a way that we do not recommend, your failure to follow our instructions, or any alteration you carry out without our prior written approval.
d) In the unlikely event that the goods do not conform with these terms and conditions please let us know as soon as possible after delivery and we will arrange for their return at no cost to you. Once we have checked whether the goods are faulty, we will replace the goods or provide a full or partial refund of the price paid by you.
IF YOU ARE PURCHASING THE GOODS:
- IN CONNECTION WITH YOUR BUSINESS: PARAGRAPHS BELOW DO NOT APPLY;
- FOR PERSONAL USE, PARAGRAPH b BELOW APPLIES.
a) These terms and conditions do not exclude our liability (if any) to you for:
b) We are only liable to you for losses which you suffer as a result of a breach of these terms and conditions by us. We are not responsible to you for any losses which you may incur which were not a foreseeable consequence of us breaching these terms and conditions, for example if you and we could not have contemplated those losses before or when we enter into a contract. Our liability to you shall not in any circumstances include any business losses you may incur such as:
however, this clause (b) shall not prevent claims for foreseeable loss of or damage to your physical property.
c) Subject to paragraph a and b above our liability to you for any losses you incur under each order for goods is limited to 120% of the value of the goods under such order that you purchase from us.
d) If you are purchasing the goods in connection with your business then, except as provided in paragraph a above, we shall have no liability to you whatsoever (whether in contract, tort (including negligence), breach of statutory duty, restitution or otherwise) for any injury, death, damage or direct, indirect or consequential loss (all three of which terms include, without limitation:
howsoever caused arising out of or in connection with the goods, any use made or resale of the goods by you, any breach of contract by us or any statement or representation made by us or on our behalf or otherwise under our contract with you for the purchase of the goods provided that this clause shall not prevent claims for loss of or damage to your tangible property that are covered within clause a above or any other claims for direct financial loss that are not excluded from any of the categories specified in this clause (c).
e) Subject to paragraphs a and d above our liability to you for any losses you incur in relation to each order for goods in respect of any breach of contract by us or any statement or representation made by us or on our behalf or otherwise under our contract with you for the purchase of the goods is limited to the value of the relevant order for goods purchased by you.
Nothing in this contract creates any right which is enforceable by any person who is not a party to the contract.
We will have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control.
If any part of these conditions is unenforceable (including any provision in which Essity excludes its liability to you) the enforceability of any other part of these conditions will not be affected.
a) Essity operate a complaints handling procedure which is used to try to resolve disputes when they first arise. If you have a complaint, please contact the Customer Service department at the following address:
TENA Direct – Customer Services Essity UK Ltd Southfields Road Dunstable Bedfordshire LU6 3EJ
b) EU has of 15th of February 2016 installed an Online Dispute Resolution (ODR) platform in order to facilitate for consumers to settle potential disputes out-of-court. You may access the platform here: http://ec.europa.eu/consumers/odr/
These terms and conditions, together with the current Essity web site prices, product descriptions, delivery details and Essity contact details, set out the whole of our contract relating to the supply of the goods to you by us. These terms and conditions cannot be varied except in writing signed by a director of Essity.
We may run promotions where the use of a promotion code is applicable. In these circumstances:
Other information which you should be aware of:
We advise you to print a copy of these terms and conditions for your information in the future.
Governing Law and Jurisdiction
Ownership of rights
All rights, including copyright, in this website are owned by or licensed to Essity. You may not modify, distribute or re-post anything on this website for any purpose. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Essity. To request permission to use contents from our website for corporate use, please Contact Us.
Accuracy of content
Essity has taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. However, prices are subject to change without notice. Packaging may vary from that shown. Essity shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website.
TENA Direct Subscription
With TENA Direct’s online subscription service you can get automatic and regular deliveries of our products. You can choose to have your delivery every month, every second month or every three months. After setting up your subscription, we will send a new order at your chosen time interval until you cancel the subscription.
Find more information about how you start, edit, or cancel a subscription click here.
Your will receive the first delivery 2-5 days after starting your subscription. Thereafter, we will ship a new order at your chosen time interval.
We cannot guarantee a specific date for your delivery. The date that is displayed next to your subscription under “My Subscriptions” is the next order date. This is the day when your order will be processed and sent to the warehouse for picking and shipment. Our deliveries generally take about 2-5 days, so you can usually expect your delivery a maximum 5 days after the order date.
For information on how to change the next order date for your subscription click here.
For late deliveries (more than 5 days) you have the right to cancel your order and get your money back.
You will always receive the current price as displayed on this website at the time of your subscription order. This means that the price of each subscription order may differ from your very first order, such as a price increase or decrease since you started the subscription. When the order has been created, you will be sent an order confirmation email to the email address you provided when you setup your account. This order confirmation contains the final price of that order.
You can always return your order within 14 days from delivery and get a full refund. Click here to read more.
Discounts & offers
We offer a discount of 5% off all subscription orders unless there is a better offer resulting in a cheaper price on the website. The discount only applies to the products and not to any delivery costs.
If there is a discount on the website at the time of your subscription order that is better than the subscription discount, you will automatically get that discount instead of the subscription discount. Some examples:
You can use a promo code when you are at the check out while setting up your subscription. The promo code discount will only apply to your first order. It is not possible to use a promo code for the reoccurring orders.
If you have a promo code that you would like to use after you have set-up your subscription, you will need to cancel the current subscription and use the code when starting a new subscription.
When starting your subscription by placing your first order, you can choose to pay by Maestro, VISA, Mastercard and VISA Electron. Your card details will be safely stored with our payment service provider, Barclaycard. The reason your payment card data is saved is to allow your payment card to be charged again when your next subscription order is shipped.
If we notice that your card is about to expire, we will send you an email asking you to update your payment card details.
If we are unable to charge your card at the time of your order, the order will be cancelled. You will be notified that the order has been cancelled by email and you can start a new subscription.
Read more about payments in TENA Direct, click here.
Cancelling your subscription
There is no contract period for a TENA Direct subscription and you can cancel your subscription at any time. You must cancel the subscription before order date that you see in the “My subscriptions” section under “My account”. To cancel your subscription order, just click the ‘cancel subscription’ text next to the subscription you wish to cancel, and click ‘ok’ when the pop-up box appears asking you to confirm you want to cancel.
If you need to return a product, click here to read more or if you need to make a complaint read more here.