Overview

Welcome to TROFILAB.

These Terms of Service apply to the website, online store, products and services operated by TROFILAB, a brand operated by Horizon Retail Ltd, a company registered in England and Wales.

In these Terms, “TROFILAB”, “we”, “us” and “our” refer to TROFILAB and Horizon Retail Ltd. “You” and “your” refer to the customer, website visitor or person using our website or services.

TROFILAB operates this website and online store to provide customers with access to food supplement products, brand information, content, customer support and related services. Our store is powered by Shopify, which enables us to operate our online store and process orders.

Please read these Terms of Service carefully before using our website or placing an order. By accessing our website, browsing our store, creating an account or purchasing products from us, you agree to be bound by these Terms of Service, together with any policies referred to in them, including our Privacy Policy, Refund Policy and Shipping Policy.

Nothing in these Terms affects your statutory rights as a consumer under English law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you do not agree to these Terms, you should not use our website or purchase products from us.

Section 1 – Our Details

This website is operated by:

Horizon Retail Ltd
3rd Floor, 86–90 Paul Street
London
England
EC2A 4NE

Brand name: TROFILAB
Email: support@trofilab.com

Questions about these Terms of Service can be sent to us at support@trofilab.com.

Section 2 – Use of Our Website

By using our website, you confirm that you are at least 18 years old or that you are using the website with the permission and supervision of a parent or legal guardian.

You agree to use our website and services only for lawful purposes. You must not use our website in any way that may damage, disable, overload, impair or interfere with the proper operation of the website or the experience of other users.

You must not use our website:

• for any unlawful, fraudulent or malicious purpose;
• to infringe our intellectual property rights or the rights of others;
• to transmit viruses, malware or harmful code;
• to collect or track the personal information of others;
• to submit false, misleading or inaccurate information;
• to spam, phish, scrape, hack or interfere with the security of the website;
• to impersonate another person, business or organisation; or
• to attempt to gain unauthorised access to any part of our website, systems or services.

We reserve the right to restrict, suspend or terminate access to our website or services if we believe these Terms have been breached.

Section 3 – Account Information

You may be asked to provide certain information when using our website, creating an account, joining our mailing list or placing an order. This may include your name, email address, billing address, delivery address, phone number and payment details.

You agree that all information you provide to us is accurate, current and complete.

You are responsible for maintaining the confidentiality of your account login details. You are also responsible for all activity that takes place under your account.

If you believe your account has been accessed without permission, please contact us as soon as possible at support@trofilab.com.

Section 4 – Our Products

TROFILAB sells food supplement products.

Our food supplements are not intended to diagnose, treat, cure or prevent any disease or medical condition. Information provided on our website is for general information only and should not be treated as medical advice.

You should consult a qualified healthcare professional before taking any supplement, particularly if you:

• are pregnant or breastfeeding;
• are taking medication;
• have an existing medical condition;
• are under medical supervision;
• are planning surgery;
• have allergies or intolerances; or
• are unsure whether a product is suitable for you.

Food supplements should not be used as a substitute for a varied, balanced diet and healthy lifestyle.

Do not exceed the recommended daily intake stated on the product label.

Keep all products out of the reach of children.

You should always read the product label, warnings and directions for use before consuming any product.

Section 5 – Product Information

We make reasonable efforts to ensure that product information, descriptions, images, pricing and availability shown on our website are accurate and up to date.

However, we do not guarantee that all information on our website will always be complete, accurate, current or error-free.

Product images are for illustrative purposes only. Packaging, colours, label appearance or product presentation may vary slightly depending on your device screen, production updates or packaging changes.

We reserve the right to update, amend, discontinue or change products at any time without notice.

We may limit the sale of products to any person, geographic region or jurisdiction where necessary or appropriate.

Section 6 – Orders and Contract Formation

When you place an order through our website, you are making an offer to purchase the products in your basket.

After placing an order, you may receive an order confirmation email. This email confirms that we have received your order, but it does not necessarily mean your order has been accepted.

Your order is accepted when we confirm acceptance by email or dispatch the products to you.

We reserve the right to refuse, cancel or limit any order where we reasonably believe it is necessary to do so. This may include cases where:

• the product is unavailable;
• there is an error in the price or product description;
• payment has not been authorised;
• fraud or misuse is suspected;
• delivery to your location is not available;
• you have breached these Terms; or
• we are unable to fulfil the order for reasons outside our reasonable control.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order.

You agree that products purchased from us are for your own personal or household use and not for commercial resale or export.

Section 7 – Prices, Payment and Billing

All prices shown on our website are in pounds sterling unless stated otherwise.

Prices are displayed inclusive of VAT where applicable.

Delivery charges, where applicable, will be shown before you complete your order.

We reserve the right to change prices, offers, discounts and promotions at any time. The price you pay will be the price displayed at the time you place your order, unless there has been an obvious pricing error.

You agree to provide current, complete and accurate billing and payment information.

By placing an order, you confirm that:

• you are authorised to use the payment method provided;
• the payment information you provide is accurate;
• you will pay the price shown at checkout, including any applicable delivery charges; and
• your payment method may be charged for the order.

If your payment is declined or cannot be processed, we may cancel your order.

Section 8 – Discount Codes and Promotions

From time to time, we may offer discount codes, promotional offers, bundles, free gifts or limited-time offers.

Promotions may be subject to separate terms and conditions, including expiry dates, minimum spend requirements, product exclusions or usage limits.

Unless stated otherwise, discount codes cannot be combined with other offers and cannot be exchanged for cash.

We reserve the right to amend, suspend or withdraw promotions at any time where necessary.

If a promotion has been used incorrectly, fraudulently or in breach of its terms, we reserve the right to cancel the order or remove the promotional benefit.

Section 9 – Shipping and Delivery

We aim to dispatch orders promptly. Estimated delivery times may be shown at checkout or in our Shipping Policy.

Delivery times are estimates only and are not guaranteed unless expressly stated.

We are not responsible for delays caused by postal services, couriers, customs, incorrect delivery information provided by you, events outside our reasonable control or other circumstances beyond our control.

Risk of loss or damage to the products passes to you when the goods are delivered to the delivery address you provided.

If you request delivery to a safe place, neighbour, collection point or alternative location, risk passes once the goods have been delivered to that location.

If your order does not arrive within the estimated delivery timeframe, please contact us at support@trofilab.com and we will investigate with the carrier.

Your statutory rights in relation to late, missing, damaged or faulty goods are not affected.

Section 10 – Consumer Cancellation Rights

If you are a consumer in the United Kingdom, you have the legal right to cancel most online orders within 14 days of receiving the goods, without giving a reason.

This is known as the cooling-off period.

To exercise your right to cancel, you must inform us clearly before the 14-day cancellation period expires. You can contact us by email at support@trofilab.com.

You may use the model cancellation form at the bottom of these Terms, but you do not have to.

If you cancel your order within the cancellation period, you must return the goods to us without undue delay and no later than 14 days after telling us you wish to cancel.

Unless the goods are faulty, damaged, incorrect or we have agreed otherwise, you are responsible for the cost of returning the goods to us.

We will refund the amount paid for the returned goods, including the standard delivery cost paid at the time of order, where applicable.

We are not required to refund additional delivery costs if you chose a delivery method more expensive than our standard delivery option.

We may reduce your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

We will process the refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have returned them.

Section 11 – Exceptions to Cancellation Rights

Your right to cancel does not apply to goods that have been sealed for health protection or hygiene reasons and have been unsealed after delivery.

This includes supplement products where the safety seal, lid seal or protective packaging has been opened or damaged after delivery.

This does not affect your rights if the goods are faulty, damaged, incorrectly supplied or not as described.

For more information, please see our Refund Policy.

Section 12 – Faulty, Damaged or Incorrect Goods

If you receive a product that is faulty, damaged, incorrect or not as described, please contact us as soon as possible at support@trofilab.com.

Please include your order number, a description of the issue and, where possible, photos of the product and packaging.

Your statutory rights under the Consumer Rights Act 2015 are not affected.

Depending on the circumstances, you may be entitled to a refund, replacement or other remedy.

We may ask you to return the product to us before a refund or replacement is issued.

Where the goods are faulty, damaged or incorrect, we will cover reasonable return postage costs where a return is required.

Section 13 – Refund Policy

Our Refund Policy forms part of these Terms of Service.

Please read our Refund Policy before placing an order. Here

If there is any conflict between these Terms of Service and our Refund Policy, these Terms of Service will apply unless the Refund Policy gives you greater rights as a consumer.

Our Refund Policy is available on our website.

You can also contact us about returns and refunds at support@trofilab.com.

Section 14 – Privacy and Personal Data

Your privacy is important to us.

All personal information we collect through our website and services is handled in accordance with our Privacy Policy, the UK General Data Protection Regulation and the Data Protection Act 2018.

Our Privacy Policy explains what personal information we collect, how we use it, who we share it with, how long we keep it and what rights you have.

Our Privacy Policy is available on our website.

Because our store is powered by Shopify, Shopify may process personal information in order to provide the online store, checkout, payment, hosting and related services.

By using our website or placing an order, you acknowledge that your personal information may be processed by us, Shopify and relevant service providers as described in our Privacy Policy.

If you have questions about how we handle personal data, please contact us at support@trofilab.com.

You also have the right to complain to the Information Commissioner’s Office  (ico.org.uk) if you are unhappy with how your personal information has been handled.

Section 15 – Cookies

Our website may use cookies and similar technologies to operate the website, improve functionality, understand website traffic, personalise content and support advertising or analytics.

Further information about how cookies are used is set out in our Privacy Policy or Cookie Policy, where applicable.

You can adjust your browser settings to refuse or delete cookies, although some parts of the website may not function correctly without them.

Section 16 – Reviews, Feedback and User Content

If you submit reviews, comments, photos, videos, testimonials, suggestions, ideas or other content to us, you confirm that the content is accurate, lawful and your own original content, or that you have the right to share it with us.

You must not submit content that is:

• false, misleading or deceptive;
• abusive, offensive, defamatory or unlawful;
• infringing on another person’s rights;
• containing private information about another person without permission;
• spam or promotional content; or
• likely to damage our reputation or the experience of other customers.

By submitting content to us, you grant TROFILAB a worldwide, royalty-free, non-exclusive licence to use, reproduce, publish, edit, display, distribute and share that content for business, marketing and promotional purposes.

You are responsible for the content you submit.

We reserve the right to remove, edit or refuse to publish any content at our discretion.

If you have received an incentive, discount, free product or other benefit in exchange for a review or content, this must be clearly disclosed.

Section 17 – Intellectual Property

All content on our website, including text, graphics, logos, icons, images, videos, product names, designs, layouts, branding, copy, downloads and software, is owned by or licensed to TROFILAB and is protected by copyright, trade mark and other intellectual property laws.

You may use our website for your own personal, non-commercial use only.

You must not copy, reproduce, modify, distribute, display, publish, sell, licence, exploit or create derivative works from any part of our website or brand content without our prior written permission.

The TROFILAB name, logos, product names, slogans and brand assets must not be used without our prior written consent.

All rights not expressly granted are reserved.

Section 18 – Third-Party Tools and Links

Our website may include links to third-party websites, apps, payment providers, delivery services, review platforms, analytics tools or other services.

We are not responsible for the content, accuracy, policies, practices or availability of third-party websites or services.

If you access a third-party website or use a third-party service, you do so at your own risk and should review their terms and policies.

We are not liable for loss or damage caused by your use of third-party websites or services, except where liability cannot be excluded by law.

Section 19 – Relationship with Shopify

Our store is powered by Shopify.

Shopify provides the ecommerce platform that enables us to sell products to you.

Any purchase you make through our store is made directly with TROFILAB, operated by Horizon Retail Ltd.

Shopify is not responsible for any aspect of the sale between you and TROFILAB, including the products purchased, delivery, returns, refunds, customer service or any loss, injury or damage arising from your purchase, except where Shopify is directly responsible under its own terms or applicable law.

Section 20 – Errors, Inaccuracies and Omissions

Occasionally, information on our website may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, offers, delivery charges, delivery times, availability or other details.

We reserve the right to correct errors, inaccuracies or omissions and to change or update information at any time.

If an error affects an order you have placed, we will contact you as soon as reasonably possible.

Where necessary, we may cancel the order and provide a refund for any amount paid.

Section 21 – Availability of the Website

We aim to keep our website available and functioning properly, but we do not guarantee that the website will always be uninterrupted, secure, error-free or available at all times.

We may suspend, withdraw, update or restrict access to all or part of the website at any time for maintenance, security, business or operational reasons.

We are not liable for any loss or damage caused by temporary unavailability of the website, except where liability cannot be excluded by law.

Section 22 – Disclaimer

The information provided on our website is for general information purposes only.

Although we make reasonable efforts to keep information accurate and up to date, we do not guarantee that all information on our website will always be complete, current or error-free.

Any health, wellness, nutrition or supplement information on our website is not medical advice and should not replace advice from a qualified healthcare professional.

You are responsible for deciding whether a product is suitable for you.

Nothing in these Terms excludes or limits your statutory rights as a consumer.

Section 23 – Limitation of Liability

Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights where liability cannot be excluded;
• defective products under applicable product liability law; or
• any other liability that cannot be excluded or limited under applicable law.

Subject to the above, we are not liable for:

• indirect or consequential losses;
• loss of profit, revenue, business, goodwill or opportunity;
• loss caused by your misuse of the website or products;
• loss caused by events outside our reasonable control;
• loss caused by inaccurate information you provide to us; or
• loss caused by third-party services, websites, couriers or payment providers.

If you are a consumer, we only supply products for domestic and private use. You agree not to use our products for commercial, business or resale purposes.

Nothing in this section affects your statutory rights.

Section 24 – Events Outside Our Control

We will not be responsible for failure or delay in performing our obligations where that failure or delay is caused by events outside our reasonable control.

This may include, but is not limited to, postal or courier delays, strikes, supply chain disruption, accidents, natural disasters, extreme weather, war, terrorism, pandemics, government restrictions, customs delays, technical failures or interruptions to internet services.

If an event outside our control affects your order, we will contact you as soon as reasonably possible.

Section 25 – Indemnity

You agree to be responsible for any losses, damages, costs or expenses we suffer as a direct result of your unlawful use of our website, your breach of these Terms or your infringement of our intellectual property rights or the rights of a third party.

This section does not apply to losses caused by us or to anything that cannot be recovered from you under applicable consumer protection law.

Section 26 – Termination

We may suspend or terminate your access to our website or account if we reasonably believe that you have breached these Terms, used the website unlawfully or acted in a way that may harm TROFILAB, our customers, our website or third parties.

Termination will not affect any rights or obligations that arose before termination.

Sections relating to intellectual property, privacy, liability, refunds, governing law and any other provisions that are intended to continue after termination will remain in force.

Section 27 – Severability

If any part of these Terms is found to be unlawful, invalid or unenforceable, that part will be treated as removed from the Terms to the minimum extent necessary.

The remaining sections will continue to apply.

Section 28 – Waiver

If we do not enforce any part of these Terms immediately, this does not mean we have waived our right to enforce it later.

Any waiver must be given by us in writing.

Section 29 – Entire Agreement

These Terms of Service, together with any policies referred to in them, form the entire agreement between you and us regarding your use of our website and purchase of products from us.

They replace any previous agreements, communications or understandings relating to the same subject matter.

Section 30 – Assignment

You may not transfer, assign or pass on your rights or obligations under these Terms without our prior written consent.

We may transfer or assign our rights and obligations under these Terms where necessary, provided this does not reduce your rights as a consumer.

Section 31 – Governing Law and Jurisdiction

These Terms of Service are governed by the laws of England and Wales.

If you are a consumer, you may bring legal proceedings in the courts of England and Wales.

If you live in Scotland, you may also bring legal proceedings in Scotland.

If you live in Northern Ireland, you may also bring legal proceedings in Northern Ireland.

Nothing in this section affects any mandatory rights you may have under the laws of the country where you live.

Section 32 – Changes to These Terms

We may update or change these Terms of Service from time to time.

The latest version will always be available on our website.

If we make material changes, we may notify you by email or by placing a notice on our website.

Changes will take effect from the date they are posted unless stated otherwise.

Your continued use of our website after changes are posted means you accept the updated Terms.

The Terms that apply to your order will be the Terms in force at the time your order was placed.

Section 33 – Contact Information

If you have any questions about these Terms of Service, please contact us at:

Horizon Retail Ltd
3rd Floor, 86–90 Paul Street
London
England
EC2A 4NE

Email: support@trofilab.com

Model Cancellation Form

You may use this form if you wish to cancel your order, but you do not have to.

To:
Horizon Retail Ltd
3rd Floor, 86–90 Paul Street
London
England
EC2A 4NE
Email: support@trofilab.com

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:

Ordered on:

Received on:

Name of customer:

Address of customer:

Email address used for order:

Signature of customer, only if this form is printed:

Date: