Terms and conditions for the supply of TENA products from TENA Direct
It is important that you read these terms and conditions carefully. Together with our Privacy policy and our Terms of Use they govern our relationship with you in relation to this website and your purchase of goods through it. If you have any general queries or questions about these terms and conditions or do not wish to accept them, please contact the TENA Direct team on 0800 393 431, or at the following address, before continuing:
TENA Direct
Essity 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.
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. These Terms and Conditions only apply to purchases made for personal use or to purchases as a consumer.
c. To purchase from us you must be over 18.
d. 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 PayPal. 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.
e. 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.
f. 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. Prices are subject to change without notice. All payments must be made in full at the time of placing the order by Maestro, VISA, Mastercard or PayPal. 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 contacting you by email or phone.
g. 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. Please note that we can only accept orders for the Channel Islands by phone on 0800 393 431.
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. Please note that we can only accept orders for the Channel Islands by phone on 0800 393 431.
b. Delivery will be made as soon as possible after your order is accepted, usually within 2 working days 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 times 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. As 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 change your mind for any reason and return unopened and unused products to us and receive a refund of your payment. You will need to inform us by email to tena.online@essity.com or by calling 0800 393 431 within fourteen working days, starting on the day after the goods are received by you. You have 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, you must send back the new products in the original packaging, unopened, undamaged and together with any accessories, to the address below. TENA Direct, Essity UK Ltd c/o Vision Logistics Unit 17 Easter Park, Lenton Lane, Nottingham, NG7 2PX. Please contact the TENA Direct Customer Service team on 0800 393 431 or email tena.online@essity.com for more information and a returns form which must be included in the packaging. 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. You must complete a returns form and include or attach to the package. The form and a returns label can be obtained by emailing tena.online@essity.com or by calling 0800 393 431. For bulk order items, we will organise the return for you.
c. All correspondence must be addressed to: TENA Direct, Essity UK Ltd, Southfields Road, Dunstable, Bedfordshire LU6 3EJ or by email to tena.online@essity.com. Once you have notified Essity that you are withdrawing your order, any sum debited to Essity from your debit card, credit card or PayPal account, 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 you have expressly opted for a type of delivery other than the least expensive type of standard delivery offered by the trader. The credit will be made in the same way you paid for your 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:
- conform in all material respects with their description subject to any qualification or representation contained in the brochures, advertisements or other documentation;
- be of satisfactory quality;
- be fit for any purpose we say the goods are fit for or for any reasonable purpose for which you use the goods;
- be free from material defects in design, material and workmanship; and
- comply with all applicable statutory and regulatory requirements for selling the goods in the United Kingdom.
b. As 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.
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:
a. These terms and conditions do not exclude our liability (if any) to you for:
- personal injury or death resulting from our negligence;
- fraud or fraudulent misrepresentation;
- any breach of the obligations implied by the Consumer Rights Act 2015 (or the laws that it replaced) such as the obligations to ensure that our products are as described, fit for purpose and of satisfactory quality;
- losses for which it is prohibited by section 7 of the Consumer Protection Act 1987 to limit liability; or any other matter which it would be illegal for us to exclude or to attempt to exclude our liability.
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.
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 a business or 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 of which terms include, without limitation:
- loss of profits (whether direct or indirect) or contracts;
- waste of office or management time;
- depletion of goodwill and like loss,
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.
Third parties
Nothing in this contract creates any right which is enforceable by any person who is not a party to the contract.
Force majeure
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.
Invalidity
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.
Complaints
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 or email tena.online@essity.com:
TENA Direct – Customer Service
Essity UK Ltd
Southfields Road
Dunstable
Bedfordshire
LU6 3EJ
Entire agreement
These terms and conditions, together with the Terms of Use and the current TENA Direct website prices, product descriptions, delivery details and TENA Direct contact details, set out the whole of our contract relating to the supply of the goods to you by us.
Promotional codes
We may run promotions where the use of a promotional code is applicable and/or a free gift is sent with orders. In these circumstances:
- Promotional codes are only valid for orders placed online only
- Essity reserves the right to decline to accept orders where, in its opinion, a promotional code is invalid for the order being placed
- Promotional codes are valid for a limited period of time and/or specific products as specified on our website or in the relevant marketing communication relating to the promotional code and they cannot be used outside of that period or for unspecified products. When you sign up to receive TENA Direct enewsletters for the first time, you will be emailed a £5 promotional code which you can use against your next order on TENA Direct. A minimum order value of £30 applies. The offer cannot be used in conjunction with any other voucher codes or offers. It can only be used once and will expire three months from the date the email was sent. The email with the promotional code will only be sent to those that have subscribed for the first time to TENA Direct enewsletters and you will not be emailed the promotional code if you re-subscribe.
- Promotional codes may be withdrawn at any time
- Only one promotional code can be used per order and the code cannot be combined with any other promotions, offers or discounts. The customer receives the best offer at the time of purchase
- Free promotional gifts may be sent with TENA Direct orders for a certain period of time or until stocks of the free gift run out
- Free promotional gifts may be restricted to certain types of orders or may be sent with all orders
- Essity cannot guarantee that all orders received during the free promotional gift time period will be supplied with the free gift
- In the event of product returns, the refund will be given minus the discount, plus a collection fee (if applicable)
- In the event of part of the order being returned, the refund will be given to the applicable product (s) minus the discount, plus a collection fee (if applicable)
Offer code only available to residents of the UK
Essity reserves the right to change these Terms and Conditions at any time
TENA Direct subscription
With online subscription service from TENA Direct you 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.
Delivery time for subscription orders
Your will receive the first delivery usually within 2 working days after starting your subscription (for orders received before 3pm). Thereafter, we will deliver 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 working days from receipt of order however, there may be exceptions such as unprecedented demand and in which case the delivery time may be longer.
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.
Prices for subscription orders
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 due to a price increase or decrease since you started the subscription. When the order has been created, you will be sent an email order confirmation 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 and offers for subscription orders
We offer a discount of 5% off all subscription orders unless there is a better offer on the website resulting in a cheaper price for your order. 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:
There is a website offer that states “20% off all TENA Discreet” and you have ordered TENA Discreet as a subscription order. You will receive 20% off any TENA Discreet products in your subscription. You will not receive 20% TENA Discreet discount plus the 5% subscription discount
There is a website offer that states “Buy 3 TENA Men Active Fit and get 1 free” and you have ordered TENA Men as a subscription order. If you have a quantity of 3 TENA Men Active Fit in your subscription order, you will receive an extra case of TENA Men Active Fit for free (i.e. 25% off). You will not receive the additional 5% subscription discount off the price. If your subscription order is for a quantity of 2 or less TENA Men Active Fit, you will receive the 5% subscription discount.
There is a website offer that states “Buy 2 TENA Wash Cream and get 15% off” and you have ordered TENA Wash Cream as a subscription order. If you have a subscription with a quantity of 2 TENA Wash Cream, you will receive 15% off those products. You will not receive the 15% TENA Wash Cream discount plus the 5% subscription discount. If you only have a quantity of 1 TENA Wash Cream in your subscription order, you will receive the 5% subscription discount.
Promotional codes for subscription orders
You can use a promotional code when you are at the checkout and setting up your subscription if it is higher than the 5% subscription discount. The promotional code discount will only apply to your first order. It is not possible to use a promotional code for reoccurring subscription 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.
Payments for subscription orders
When starting your subscription by placing your first order, you can choose to pay by Maestro, VISA and Mastercard. Your payment 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. Note: Your payment card details are not stored by TENA Direct.
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.
Note: it is not currently possible to setup a subscription using PayPal as the payment method.
Read more about payments in TENA Direct, click here.
Cancelling your subscription order
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 the 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.
Governing law and jurisdiction
a. The formation, existence, construction, performance, validity and all aspects whatsoever of these terms and conditions or of any term of these terms and conditions and any non-contractual obligations arising out of or in connection with them will be governed by the law of England and Wales.
b. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
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.
Essity reserves the right to change these Terms and Conditions at any time.
If you need to return a product, click here to read more or if you need to make a complaint read more here.
Read our Privacy Policy for information on how we handle your personal information.
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.
Version 15/03/2023