Terms of sale

These Terms of Sale, govern your purchase and our supply of product(s) on https://www.issviva.co.uk/ (the “Site”). You are asked to agree to these Terms of Sale when you purchase one or more products on the Site.

It is important that you read these Terms of Sale carefully before you submit your order with us. Together with our Privacy Policy and our Terms of Use they govern our relationship with you in relation to the Site and your purchase of goods through it. We draw your attention, in particular, to the limits on our liability in paragraph 13.

1. Who we are

1.1 We are Essity UK Limited (trading under “Issviva”), a company registered in England and Wales. We own and operate the Site. Our registered office is located at Southfields Road, Dunstable, Bedfordshire, LU6 3EJ.

1.2 References in these terms to “Issviva“, “we”, “us”, “our” are each a reference to Essity UK Limited. The expressions “you” and “your” refer to each and every individual who accesses or uses the Site.

1.3 If you have any general queries or questions about these Terms of Sale or if you have any questions or complaints about your order with us, you can email us at hellouk@issviva.co.uk.

2. Ordering

2.1 We only supply products for domestic and private use. We reserve the right to decline to trade with you if, in our reasonable opinion, you are purchasing products for any commercial, business or re-sale purpose.

2.2 Once you have added your products to your shopping cart and clicked to “Check Out”, you will be asked to review your final order on the Site “Review Order” page. You should review all information relating to the products which you intend to purchase on this page before placing an order. 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. You may then place an order for a product by clicking ‘Pay Now’.

2.3 Our acceptance of your order will take place when we email you to accept and confirm your order. The email will include information such as your name, products ordered and the total price. Our acceptance of your order brings into existence a legally binding contract between you and us based on these Terms of Sale.

2.4 All items are subject to availability. In the unlikely event that an item you order is out of stock, is no longer available or there are any other issues with the order such as:

(a) errors in price;
(b) we have identified an error in the description or price of the product; or
(c) we are unable to meet the delivery deadline you have specified,

we will contact you and you will have the option to either place an updated order or cancel the entire order without charge. We may also offer you substituted goods of a similar nature and quality. If you confirm that you 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.

2.5 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.

3. Contacting you

3.1 If we have to contact you, we will usually write to you at the email address you provided to us in your order. Alternatively, we may contact you by telephone or post.

4. Payment

4.1 All payments must be made in full at the time of placing the order. We will not dispatch the products for shipping until we receive payment in full.

4.2 If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will cancel our contract with you. Please see paragraph 12 for more information.

4.3 If you wish to purchase any product made available through the Site, you may be asked to supply certain information relevant to your transaction, including without limitation your name, credit card number, the expiration date of your credit card, your billing address, and your shipping information.

4.4 You must have the legal right to use any credit or debit card(s) used in connection with any transaction. Verification of information may be required prior to the acknowledgment or completion of any transaction. Please see our Privacy Policy for further information about how we collect, use and protect your personal information.

5. Prices

5.1 All prices shown on the Site are in Pound Sterling (GBP). The price of a product (which includes VAT) will be the price indicated on the order pages when you placed your order. Prices are subject to change on our Site without notice.

5.2 We take all reasonable care to ensure that the price of a product advised to you is correct. However, despite our efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

5.3 If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

5.4 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

6. Subscription Plans

6.1 You may purchase a subscription to receive regular orders from us via our Site (“Subscription Plan”).

6.2 Your Subscription Plan has a recurring payment feature and that you shall be billed on an ongoing basis at the intervals specified when you complete the purchase of your Subscription Plan (“Payment Cycle”) unless you cancel your Subscription Plan. Please note that the length of your Payment Cycle may vary depending on the type of Subscription Plan you choose. [You can find details of your next payment date in the [‘Manage your subscription’] dashboard in your account]. Note that your Payment Cycle may change in the event of a problem with your chosen payment method (e.g. if your credit card has expired) or if you make changes to your Subscription Plan.

6.3 Your Subscription Plan shall be billed at the beginning of each Payment Cycle and will continue unless you exercise your right to cancel or we end your contract with us in accordance with these Terms of Sale.

6.4 You can cancel your Subscription Plan with us at any time via the [‘Manage your subscription dashboard] in your account or by emailing us on hellouk@issviva.co.uk. . Your cancellation will take effect from the end of your then-current Payment Cycle and you will not be charged for the next Payment Cycle.

6.5 You can re-subscribe at any time following your cancellation of a Subscription Plan, but we reserve the right not to permit re-subscription where we have previously exercised our right to end your Subscription with us.

6.6 We reserve the right not to renew your Subscription Plan at our reasonable discretion for any reasonable grounds including, but not limited to: (i) if we reasonably suspect that you are breach of these Terms of Sale; (ii) if we reasonably suspect fraudulent activity on your account; (iii) we withdraw the Subscription Plan offering from our Site; or (iv) we withdraw the product or products provided as part of your Subscription Plan from our Site. You will not be charged in the event that we do not renew your Subscription Plan.

6.7 You have a legal right to withdraw from your contract for a Subscription Plan with us within 14 days of purchase. Please not that this withdrawal right will not apply where you have received your first order and the order is for perishable products or where for hygiene reasons a product cannot be returned. See paragraph 9 below for more information about your right to cancel if you change your mind.

7. Shipping

7.1 Orders from this Site will only be shipped and delivered to addresses located within Great Britain. Orders from this Site will not be shipped and/or delivered to addresses located within Northern Ireland or the Channel Islands. It is your responsibility to provide us with a safe and correct shipping address. We 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. Once your order leaves our facility, you can expect your delivery within 3 business days and within 30 days of our acceptance of your order. A shipment confirmation containing the tracking number will be emailed to you when your order ships.

7.2 If you receive notification of an unsuccessful attempted delivery, it is your responsibility to use the details provided to contact the delivery company to arrange re-delivery. If nobody is available to receive the products, we will use reasonable efforts to follow any special delivery instructions you have provided.

7.3 You own a product once you have physically received or taken delivery of the products yourself or a person you have identified to accept the goods has received them.

7.4 If our supply of the products is delayed by an event outside our control (including acts of God, flood, drought, earthquake, or other natural disaster, epidemic or pandemic, terrorist attack, civil war, civil commotion or riots, any law or action taken by a government or public authority, and collapse of buildings, fire, explosion or accident) (a “Force Majeure Event”) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the Force Majeure Event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

8. Your Rights

Your rights when you end a contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  • if you’ve already placed an order with us but you’ve changed your mind, see paragraph 9; and
  • if what you have bought is damaged or misdescribed, you may have a right to end the contract (or to get the product replaced or to get some or all of your money back), see paragraph 10 for more information.

9. Your right to cancel if you change your mind

9.1 Some of our food products (including food supplements) may be perishable. Your right to cancel your contract does not apply to perishable products. In addition, for health protection and hygiene reasons some products may not be returnable if you change your mind particularly, for any individual product(s) that have been opened or unsealed.

9.2 Your right to cancel your contract for other products, including Subscription Plans (“Cancellable Products”) remains unaffected. As a consumer, you have the right to change your mind for any reason and cancel your contract for these product(s) with us within a period of time after the contract between us was formed (i.e. when we email you to accept and confirm your order). The period of time during which you may cancel the contract starts the day you receive your products and continues for 14 days.

9.3 To cancel your contract with us for Cancellable Product(s), please contact us in writing by sending an email to hellouk@issviva.co.uk. You may use the model cancellation form provided at the end of these Terms of Sale, but this is not mandatory to use. You may wish to keep a copy of your cancellation notification for your own records. Your cancellation is effective from the date you sent it to us, as long as you sent it during the cancellation period.

9.4 If you exercise your right to cancel your contract for Cancellable Products, you will then be requested to return your product(s) in the original packaging, unopened, undamaged and together with any accessories at your cost. Once we have examined the product and have confirmed the cancellable nature of the product, you will then receive a refund of the price you paid for the products including the standard delivery charge. We will process the refund due to you as soon as possible and, in any case within 14 days from the day we receive the product(s) back, or you provide evidence that you have returned them provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. We shall not be required to reimburse any additional or supplementary costs, if you have expressly opted for a type of delivery other than the least expensive type of standard delivery offered by us.

9.5 Cancellable Products should be returned in their original condition (together with all packaging) with a completed return form, and show no signs of use or damage. We may deduct the loss in value of any Cancellable Products, if that’s caused by your unnecessary handling of them. If you fail to return any product the direct cost of recovery of that product by us shall be borne by you. You shall assume all reasonable risks linked to the return of product(s).

10. Your right to return a product because it has a fault or is not as described

10.1 As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause or anything else in the Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

10.2 If you have returned the product to us because it is faulty or not as described, we will examine the product as quickly as possible. If the non-compliant nature of the product is confirmed by us, we will refund the price of the product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us (upon production of an applicable receipt).

10.3 We also offer our customers an additional warranty for some, but not all, products available on our Site, which is more generous than your legal rights. This is a limited warranty against defects in materials or workmanship for one year under normal use conditions. To benefit from the warranty you must register your product within ninety (90) days from the date of purchase. Details of any additional warranty will be made available when you make your purchase. You can also find our more information about our warranty [here]. Our warranty does not effect your legal rights if there is something wrong with your product.

11. Managing returns

11.1 All returns are at your own risk. If you are returning products because you have changed your mind, you must pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed.

11.2 For all returns, please ensure you:

  • contact our customer service team at hellouk@issviva.co.uk. to request a return;
  • provide the customer service team with (i) your order number; (ii) the reason for the return; and (iii) where relevant confirmation that the item is unopened;
  • package the product(s) securely;
  • send to the following address: Essity, PO box 13263, Galashiels, TD1 9AJ. We recommend that you use a tracked service for your return in case your parcel is lost or damaged in transit but this is not a condition of your return.

11.3 Once we have examined the returned products and confirmed the cancellable and/or non-compliant nature, we will refund you using the same means of payment you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products, whichever is earliest.

11.4 You can email us at hellouk@issviva.co.uk. if you have any queries on our returns process,

12. How we may end the contract

12.1 We may end a contract for a product at any time by writing to you if:

  • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide you with the products;
  • you do not, within a reasonable time, allow us to deliver the products to you; or
  • if the issuer of your payment card refuses to or does not, for any reason, authorise payment to us.

12.2 If we end the contract in the situations set out in paragraph 12.1, we will refund any money you may have paid in advance for products we have not provided, but we may deduct or charge you reasonable fee to cover the net costs we will incur as a result.

13. Limits on our liability

13.1 If we fail to comply with these Terms of Sale, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms of Sale or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the products.

13.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will 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:

  • pure economic loss;
  • loss of profits (whether direct or indirect) or contracts;
  • business interruption;
  • loss of business opportunity;
  • loss of data;
  • waste of office or management time;
  • depletion of goodwill and like loss,

howsoever caused arising out of or in connection with the products, any use made or resale of the products 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 products.

14. Third parties

These Terms of Sale are between you and us. No other person shall have any rights to enforce them. Neither of us will need to get the agreement of any other person in order to end a contract or make any changes to these Terms of Sale.

15. Invalidity

If any part of these conditions is held to be invalid, unenforceable or illegal for any reason the enforceability of any other part of these conditions will not be affected. Each paragraph of these terms operates separately.

16. Complaints

Issviva 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 hellouk@issviva.co.uk. :
Issviva – Customer Service
Essity UK Ltd
Southfields Road
LU6 3EJ  

17. Free or Promotional Offers

We may, at our discretion, occasionally offer discounts, discount codes and/or free gifts with purchase. While the terms and conditions for each promotion will vary, most of our offers last for a limited time until a specified closing date, have associated promotional codes that can only be used once per customer, are only available to customers resident in the UK, are only valid for orders placed online and cannot be combined with other offers. Promotional shipping offers will only apply to orders that meet the particular promotional requirements. Generally, shipping promotions will only apply to standard shipping, unless otherwise noted. If there is any inconsistency between the promotion terms and conditions and these Terms of Sale, the promotion terms and conditions shall prevail.

18. Accuracy of content

Issviva has taken every care in the preparation of the content of the Site , in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. However, as set out in paragraph 5.1, prices are subject to change without notice. And packaging may also vary from that shown.

19. Other important terms

19.1 We may have to suspend the supply of a product to reflect any changes in relevant laws and regulatory requirements, or for technical reasons. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency.

19.2 You or us may only transfer rights or obligations under a contract and these Terms of Sale to another person if the other party agrees to this in writing

19.3 If we do not insist immediately that you do anything you are required to do under these Terms of Sale or if we delay in taking steps against you in respect of your breaking them, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

20. Changes to these Terms of Sale

20.1 We may revise these Terms of Sale at any time to reflect changes in or to:

  • relevant laws or regulatory requirements;
  • security, technical or operational issues; or
  • our products.

20.2 If we have to revise these Terms of Sale as they apply to an existing order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the contract if you are not happy with the changes.

21. Governing law and jurisdiction

21.1 These Terms of Sale, their subject matter and its formation, are governed by the law of England and Wales. If you are a consumer and resident of a European Union country, Scotland or Northern Ireland, you will benefit from mandatory provisions of, and legal rights available to you under, the laws of that country. Nothing in these Terms of Sale affects your rights as a consumer to rely on these local law mandatory provisions and legal rights.

21.2 You and we both agree that the courts of your local jurisdiction will have exclusive jurisdiction. This means that if you live in England you can bring legal proceedings in respect of these Terms of Sale in the English Courts. If you live in Scotland you can bring legal proceedings in respect of these Terms in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Norther Irish or the English courts. If you live in an EU country, you can bring legal proceedings in respect of these Terms in the courts of the country in which you live.


Terms of Sale launched: 05/03/2024
Terms of Sale last updated: 05/03/2024

Model Cancellation Form

(Complete and return this form only if you wish to cancel your order for a product)

To: Essity UK Limited [address].

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following [products] [],

Ordered on []/received on [],

Order number (you can find on your confirmation email),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

[*] Delete as appropriate