Terms of service

1. About us

We are Vyoma Brands Ltd trading as TurtleDove London (“we”, “us”, “our”).

2. Scope and who these Terms apply to

2.1 These Terms apply to consumers only (individuals buying for personal use and not for trade/business).

2.2 If you are buying for business purposes, you must contact us before ordering—separate terms may apply.

3. Other documents that apply

These Terms should be read alongside our:

  • Privacy Policy

  • Cookie Policy

  • Any other policies we link to at checkout (for example delivery, returns, or promotions)

If there is a conflict between these Terms and a specific policy clearly stated to apply to an order (e.g., a promotion), the specific policy will apply to that extent.

PART A — TERMS OF USE (WEBSITE USE)

4. Website access and availability

4.1 We aim to keep the Website available but do not guarantee uninterrupted access.

4.2 We may suspend or restrict access for maintenance, security, updates, or operational reasons.

4.3 The Website is intended for customers in the UK, but we may accept orders for delivery outside the UK where we enable this at checkout. Availability of international delivery can change over time.

5. Accounts

5.1 If you create an account, you must provide accurate information and keep it updated.

5.2 Keep your login details confidential. You are responsible for activity on your account unless it is due to our failure to protect the Website.

5.3 We may suspend or close accounts if we reasonably suspect misuse, fraud, or breach of these Terms.

6. Intellectual property

6.1 All content on the Website (including text, images, designs, logos, product names, and software) is owned by or licensed to us and is protected by intellectual property laws.

6.2 You may use the Website for personal, non-commercial purposes only. You must not copy, reproduce, distribute, scrape, or commercially exploit any content without our written permission.

7. Acceptable use and prohibited conduct

You must not:

  • use the Website for unlawful purposes or fraud

  • interfere with or disrupt the Website, servers, or security

  • introduce viruses, malware, or harmful code

  • attempt unauthorised access to any systems or data

  • use automated means (bots/scrapers) to extract data without permission

  • post or submit false, misleading, defamatory, or abusive content (including reviews)

We may report suspected illegal activity to relevant authorities.

8. Links to and from our Website

8.1 Links to third-party sites are provided for convenience; we are not responsible for their content, policies, or actions.

8.2 You may link to our Website in a fair and legal way that does not damage our reputation or suggest endorsement, partnership, or association where none exists. We may require you to remove a link at any time.

9. User-generated content (reviews, comments, uploads)

9.1 If you submit content (e.g., reviews), you confirm:

  • it is accurate to the best of your knowledge

  • it does not infringe third-party rights or contain unlawful material

9.2 You grant us a non-exclusive, worldwide, royalty-free licence to use, display, reproduce and publish that content for operating and marketing our business (for example, displaying reviews on our Website and ads). We will not use your content in a misleading way.

PART B — TERMS OF SALE (BUYING PRODUCTS)

10. Ordering and contract formation

10.1 Product listings are an invitation to treat. When you place an order, you make an offer to buy the products in your basket.

10.2 A contract is formed only when we accept your order by sending an order confirmation and/or dispatch confirmation email (depending on our process).

10.3 We may refuse or cancel an order before dispatch if, for example:

  • the item is out of stock

  • there is an obvious pricing/website error

  • we suspect fraud or unauthorised payment

  • we cannot deliver to your address
    If we cancel, we will refund any amounts paid for the cancelled items.

11. Product information

11.1 We take care to describe products accurately. However:

  • colours may vary due to screen/display settings

  • minor variations (including stitching or dye-lot differences) can occur

11.2 Size guides are guides only. If you need help choosing a size, contact us before ordering.

12. Prices, VAT and promotions

12.1 Prices are shown in GBP unless stated otherwise.

12.2 If VAT applies, it will be shown at checkout and included in the total price.

12.3 Promotional codes and offers may have separate terms (expiry dates, exclusions, minimum spend). Only one promotion may apply unless we state otherwise.

12.4 Pricing errors: If we discover an obvious pricing mistake, we may contact you to confirm the correct price or cancel and refund the order.

13. Payment

13.1 Payment is taken at checkout (or as otherwise stated).

13.2 We use third-party payment providers (for example, Shopify Payments, Stripe, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna and others that may be shown at checkout). These providers have their own terms and privacy notices and may process your data as independent controllers.

13.3 If you choose Klarna options, Klarna may perform checks and determine eligibility under its terms.

14. Delivery (Worldwide Shipping)

14.1 We offer delivery worldwide, subject to availability and carrier restrictions. Available destinations and shipping options will be shown at checkout.

14.2 Delivery costs and estimated timeframes are displayed at checkout and/or in our Delivery Policy.

14.3 Delivery timeframes are estimates only and are not guaranteed. Delays may occur due to customs processing, carrier issues, or events outside our control.

14.4 Risk of loss or damage passes to you when the goods are delivered to the address provided at checkout.

14.5 You are responsible for ensuring your delivery address is correct. If an order is returned to us due to an incorrect or incomplete address, we may charge additional postage to resend the parcel.

15. Customs, Duties & International Taxes

15.1 For deliveries outside the United Kingdom, you may be required to pay:

  • Import VAT or sales tax

  • Customs duties

  • Clearance or handling fees

15.2 These charges are determined by the destination country and are not included in our product prices or shipping charges unless explicitly stated at checkout.

15.3 You are responsible for paying any applicable customs duties and taxes. We are not responsible for delays caused by customs authorities.

15.4 If you refuse to pay duties/taxes and the parcel is returned or destroyed, we may deduct:

  • Any return shipping costs charged to us

  • Any customs charges incurred
    from your refund.

16. Your Right to Cancel (14-Day Legal Cooling-Off Period)

16.1 If you are a UK or EU consumer purchasing online, you have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

16.2 To exercise this right, you must notify us within 14 days of delivery by emailing customerservice@turtledovelondon.com with your order number and the items you wish to return.

16.3 You must return the goods within 14 days of notifying us.

16.4 You are responsible for the cost of returning items unless they are faulty or incorrect.

16.5 We will refund:

  • The item price; and

  • The standard outbound delivery cost (where required by law)

within 14 days of receiving the returned goods (or proof of return).

16.6 We may reduce your refund if the goods show signs of use beyond what is necessary to inspect them (as you would in a physical shop).

16.7 Certain items may not be eligible for cancellation if they are sealed for hygiene reasons and unsealed after delivery (where applicable and clearly stated on the product page).

17. Our 28-Day Returns Policy

17.1 In addition to your statutory cancellation rights, we offer a 28-day return window from the date your order is delivered.

17.2 To be eligible for return under our 28-day policy:

  • Items must be returned within 28 days of delivery.

  • Items must be unworn, unwashed, and in original condition.

  • Tags must be attached (where applicable).

  • Items must not be damaged or marked.

17.3 Return shipping costs are the responsibility of the customer unless:

  • The item is faulty,

  • The item is incorrect, or

  • We have made an error.

17.4 We recommend using a tracked service, as we are not responsible for returns lost in transit.

17.5 Refunds will be processed to the original payment method within 14 days of receiving and inspecting the returned goods.

17.6 Original outbound shipping costs are non-refundable under our 28-day goodwill policy (unless required by law under the 14-day statutory cancellation right).

18. Faulty, Damaged or Incorrect Items

18.1 If your item arrives damaged, faulty, or not as described, please contact us as soon as possible (ideally within 48 hours of delivery) with your order number and supporting photographs.

18.2 Where a fault is confirmed, we will offer a repair, replacement, or refund in accordance with your legal rights.

18.3 We will cover return postage costs for faulty or incorrect items.

19. Our responsibility for loss or damage

19.1 Nothing in these Terms limits or excludes our liability where it would be unlawful to do so, including liability for:

  • death or personal injury caused by negligence

  • fraud or fraudulent misrepresentation

19.2 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or negligence.

19.3 We are not responsible for:

  • losses not caused by our breach

  • business losses (loss of profits, revenue, contracts, or opportunities) as these Terms are for consumers

  • issues caused by events outside our reasonable control (see clause 22)

19.4 Website content is provided for general information only and is not advice. We are not responsible for decisions you make based solely on Website content.

20. Indemnity (limited)

You agree to compensate us for losses we suffer due to your unlawful misuse of the Website or breach of these Terms (for example, introducing malware, scraping, or infringing IP). This does not affect your consumer rights.

21. Complaints and customer service

If you have a complaint, contact customerservice@turtledovelondon.com and we will try to resolve it promptly.

22. Events outside our control (force majeure)

We are not liable for delays or failure to perform caused by events outside our reasonable control (for example, strikes, carrier disruption, severe weather, power or network outages, or governmental restrictions). We will contact you if this happens and take reasonable steps to minimise impact.

23. Changes to these Terms

We may update these Terms from time to time. The “Last updated” date at the top shows when changes were made.

  • Changes will apply to future Website use and new orders.

  • Orders already placed remain governed by the Terms in force at the time you placed the order (unless a change is required by law).

24. Severance

If any provision of these Terms is found unlawful or unenforceable, the rest remains in force.

25. Governing law and jurisdiction

These Terms are governed by English law. The courts of England and Wales have jurisdiction, except where mandatory consumer laws in your country of residence provide otherwise.

26. Contact

Vyoma Brands Ltd t/a TurtleDove London
71–75 Shelton Street, London, WC2H 9JQ
Email: customerservice@turtledovelondon.com