Terms of service

These Terms of Service outline the agreement between you (“the customer”) and Refill Collective (“we”, “us”, “our”) when you use our doorstep refill service or place an order through our website or social channels. By placing an order with us, you agree to these terms.

1. How Our Service Works

Refill Collective provides doorstep refills of household and personal‑care products. We also offer pre‑filled starter bottles, samples, and a range of accessory items that support sustainable living. Orders are placed via our website and delivered on the delivery day you select when you place your order. The delivery day options available to you are based on your postcode area.

2. Customer Responsibilities

To help us deliver your order smoothly, customers agree to:

  • Provide an accurate delivery address
  • Specify where your containers will be left (if you are ordering a refill) or where you want your items to be left (if your order does not contain a refill)
  • Leave refill containers out in the specified location by 9am on your scheduled delivery day
  • Label refill containers so that our delivery drivers know which product you want in which container
  • Ensure the delivery location is safe and accessible
  • Provide clear instructions about any specific delivery preferences

If containers are not left out, you do not need to cancel your order. We carry a small supply of pre‑loved, fully sanitised containers for emergencies so we can still deliver your refills.

3. Delivery Conditions

We aim to deliver between 9am and 4pm on your scheduled delivery day. Delivery may involve:

  • Parking briefly outside your property or on your driveway
  • Minimal noise associated with vehicle movement and handling containers
  • Accessing your specified safe place to retrieve or deliver containers

If you do not provide accurate delivery instructions or information about your designated safe place, our delivery drivers will use their best judgement to locate your refill containers and/or choose a secure and appropriate delivery location for your order.

These normal delivery activities do not qualify for refunds or compensation unless they directly cause damage or loss to your order.

We may occasionally need to suspend or delay deliveries due to circumstances beyond our control. In such cases, we will notify you as soon as possible and offer an alternative delivery date or a refund for affected items.  For full details, see our separate Refund policy.

4. Order changes and cancellations

You may cancel your order up to 24 hours before your scheduled delivery day for a full refund. After this time, your order will have been prepared and may not be eligible for a refund.

Full details are covered in our separate Refund Policy.

You may change your order and/or delivery date up to 24 hours before your scheduled delivery day.  We will try to accommodate change requests made within 24 hours of your scheduled delivery day but cannot guarantee that this will be possible. 

5. Product Information

We provide clear descriptions of all products, including ingredients and usage guidance where applicable. Natural and eco‑friendly products may vary slightly in scent, texture, or appearance - this is normal and not considered a fault. Our unscented products may still carry a light natural aroma - “unscented” simply means no additional ingredients have been added purely for fragrance.

6. Product Labelling

All refills are clearly labelled at the time of delivery so customers know exactly what product has been dispensed into each container. Labels include the product name and a prompt to visit our website for ingredient lists and usage instructions.

It is your responsibility to label your refill containers so our delivery drivers know exactly which product you would like in each container. If we are unsure which product should be dispensed into each container and your containers are empty, our delivery drivers will use their best judgement to complete your order. However, if your containers are partially full and it is not clear which product they contain, we will not complete the refill to avoid cross‑contamination or incorrect dispensing. In these cases, we will contact you to rearrange delivery or clarify your instructions.

7. Quality Concerns

If you believe a product is not performing as expected, please contact us within 7 days of delivery. We may request photos or additional information to help us investigate. If a product is found to be faulty, we will offer a refund or replacement. If the product is not faulty but does not meet personal preference, this does not qualify for a refund.

Full details are covered in our separate Refund Policy.

8. Complaints

We want every experience with Refill Collective to be positive, and we welcome feedback that helps us improve. If you have a complaint about an order, our products, our service, or any other aspect of our business, please contact us so we can look into it. We aim to acknowledge all complaints promptly and resolve them as quickly as possible.

For full details about when a complaint is eligible for a refund, please refer to our separate Refund Policy.

9. Limitations of Liability

Refill Collective is not responsible for:

  • Damage or theft of orders after they have been delivered to the location you specified
  • Issues arising from missing, incorrect or unclear delivery instructions
  • Allergic reactions or sensitivities where ingredients were clearly provided at the point of order
  • Misuse of products or use inconsistent with instructions

We take a photo of each completed delivery as evidence of where your order was left. To request a copy of this photo, email hello@refillcollective.co.uk within 7 days of your delivery.

10. Right to Refuse Service

We reserve the right to refuse service or cancel orders where:

  • Delivery is unsafe or repeatedly inaccessible
  • Customers behave abusively or unreasonably
  • There is repeated failure to provide refill containers (where required)
  • Fraudulent activity is suspected

Any cancellations made by us will be refunded in full.

11. Pricing and Payment

All prices are listed in GBP and may change from time to time.
Payment is required at the time of ordering.

12. Website Use and Intellectual Property

All content on our website, branding, images, and written materials belong to Refill Collective and may not be copied or reproduced without permission.

13. Privacy

We handle your personal data responsibly and in accordance with UK data protection laws. For full details, please refer to our Privacy Policy.

14. Governing Law

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

15. Contact Us

For questions about these Terms of Service, please email us at hello@refillcollective.co.uk

16. Changes to these terms

We may update these Terms of Service from time to time. Updated terms will be posted on our website, and continued use of our service will constitute acceptance of the updated terms.