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Terms & Conditions

Terms & Conditions
EMBER & ECHO LTD
Company number: 17174179
Registered office: 2 Frederick Street, Kings Cross, London, United Kingdom, WC1X 0ND
Last updated: 17 August 2026
1. About these Terms
These Terms & Conditions ("Terms") govern your use of the website, products and/or services provided by EMBER & ECHO LTD ("EMBER & ECHO", "we", "us" or "our").
By accessing our website, placing an order, purchasing a product or service, or otherwise using our services, you agree to be bound by these Terms where applicable.
Please read these Terms carefully before using our website or placing an order.
If you do not agree with these Terms, you should not use our website or purchase our products or services.
These Terms should be read together with our Privacy Policy and, where applicable, our Cookie Policy, returns policy and any additional terms displayed at the point of purchase.
2. About EMBER & ECHO LTD
EMBER & ECHO LTD is a company incorporated in England and Wales.
Company number: 17174179
Registered office:
EMBER & ECHO LTD
2 Frederick Street
Kings Cross
London
United Kingdom
WC1X 0ND
Contact email: [INSERT CONTACT EMAIL]
3. Our products and services
We provide the products and/or services described on our website and other official sales channels.
We will make reasonable efforts to ensure that descriptions, images, specifications, prices and other information relating to our products and services are accurate and up to date.
However, minor variations may occur, particularly where products are handmade, individually produced, naturally variable or displayed on different screens or devices.
Nothing in these Terms affects your statutory rights.
4. Website use
You may use our website for lawful purposes only.
You must not:

  • use the website in a way that breaches applicable law or regulation;

  • attempt to gain unauthorised access to our systems;

  • interfere with the security or operation of the website;

  • introduce malicious software, viruses or other harmful material;

  • use automated systems to access or collect information from the website without our permission;

  • impersonate another person or misrepresent your identity; or

  • use our website to commit fraud or otherwise cause harm to us or another person.

We reserve the right to suspend or restrict access to our website where reasonably necessary for security, maintenance, legal or operational reasons.
5. Orders
When you place an order through our website, you are making an offer to purchase the relevant product or service.
Your order will be subject to acceptance by us.
We may decline or cancel an order where, for example:

  • the product or service is unavailable;

  • there has been an obvious pricing or description error;

  • we reasonably suspect fraudulent or unlawful activity;

  • we are unable to verify the information provided;

  • there has been an error in the order; or

  • we are otherwise unable to fulfil the order.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order.
A contract between you and EMBER & ECHO will be formed in accordance with the ordering process communicated to you.
6. Prices
All prices displayed on our website will be as stated at the time you place your order.
Where applicable, prices will include VAT and other taxes as required by law.
If VAT applies and is not already included in a displayed price, this will be made clear before you complete your purchase.
Delivery charges and any other additional charges will be displayed before you complete your order where applicable.
We reserve the right to change our prices at any time. A price change will not affect an order that we have already accepted, except where an obvious error has occurred.
7. Pricing and other errors
We take reasonable care to ensure that product descriptions, availability and prices are accurate.
If we discover an obvious error in the price of a product or service you have ordered, we will contact you and give you the option of confirming the order at the correct price or cancelling it.
If we cannot contact you, or you do not confirm the order, we may cancel the order and refund any amount you have paid.
8. Payment
Payment must be made using the payment methods made available to you during the checkout or ordering process.
Payment may be processed by a third-party payment provider.
We do not generally store complete payment card details ourselves where payment is processed by a third-party payment provider.
You confirm that you are authorised to use the payment method provided.
If a payment is declined or reversed, we may suspend or cancel the relevant order until payment has been successfully received.
9. Delivery
Where we sell physical products, we will provide information about available delivery options, estimated delivery times and applicable delivery charges before you complete your order.
Delivery dates and times provided to you are estimates unless expressly stated otherwise.
If a delivery is delayed, we will take reasonable steps to keep you informed where appropriate.
Nothing in these Terms limits your statutory rights regarding delivery.
Unless otherwise agreed, consumer orders should be delivered without undue delay and, subject to applicable law and any agreed alternative arrangements, within the statutory timeframe.
10. International delivery
Where we offer delivery outside the United Kingdom, additional charges, taxes, customs duties or import requirements may apply.
Unless expressly stated otherwise, you are responsible for complying with applicable import requirements and paying any customs duties, import taxes or similar charges that are properly payable by you.
Delivery availability and restrictions may vary by country.
11. Returns and cancellations
If you are a consumer purchasing goods, services or digital content from us online or by another distance-selling method, you may have statutory cancellation rights under applicable UK consumer law.
Where applicable, you may have a 14-day cancellation period, subject to statutory exceptions.
The cancellation period and any exceptions will depend on the type of product or service purchased.
For example, statutory cancellation rights may not apply in the same way to certain:

  • personalised or bespoke products;

  • goods that are liable to deteriorate or expire quickly;

  • sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;

  • services that have been fully performed in circumstances where you have requested performance to begin during the cancellation period and acknowledged the consequences;

  • digital content supplied immediately where the relevant legal requirements concerning consent and acknowledgement have been met; or

  • other products or services covered by statutory exceptions.

Where you have a statutory cancellation right, we will provide the information required by law about how to exercise it.
Nothing in these Terms affects any statutory cancellation, refund, repair, replacement or other consumer rights you may have.
12. Faulty, damaged or incorrectly supplied products
If you receive a product that is faulty, damaged, not as described or otherwise does not conform to your legal rights, please contact us as soon as reasonably possible.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, this may include repair, replacement, price reduction or refund.
Your statutory rights are not affected by this section.
13. Services
Where we provide services, we will provide those services with reasonable care and skill as required by applicable law.
The specific scope, deliverables, timing and price of a service may be set out in an order confirmation, statement of work, proposal or other agreement.
Where a specific agreement conflicts with these Terms, the specific agreement will take precedence to the extent of the conflict.
14. Digital products and content
Where we supply digital products or digital content, we will provide details of the content, functionality, compatibility and any relevant technical requirements where applicable.
You must not:

  • reproduce or redistribute digital content except where expressly permitted;

  • resell, sublicense or commercially exploit digital content without our permission;

  • remove copyright or other proprietary notices; or

  • use digital content unlawfully.

Nothing in this section removes any statutory rights you have regarding digital content.
15. Intellectual property
Unless otherwise stated, all intellectual property rights in our website and its contents belong to EMBER & ECHO LTD or our licensors.
This may include:

  • our name and branding;

  • logos;

  • photographs;

  • graphics;

  • designs;

  • text;

  • website content;

  • product descriptions;

  • digital content;

  • software; and

  • other materials.

You may access and use our website for your personal or legitimate business purposes in accordance with these Terms.
You must not reproduce, copy, modify, distribute, sell, license or commercially exploit our intellectual property without our prior written permission, except where permitted by law.
16. Customer content
If you submit photographs, reviews, comments, testimonials, artwork, text or other material to us ("Customer Content"), you remain responsible for that content.
You confirm that:

  • you own or have the necessary rights to provide the content;

  • the content does not infringe another person's intellectual property or other rights;

  • the content is not unlawful, defamatory, misleading or fraudulent; and

  • you have obtained any necessary permissions from people appearing in the content.

Where you provide content for publication or marketing purposes, you grant EMBER & ECHO a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content for the purposes for which you provided it, subject to any separate agreement we have with you.
We may remove content that we reasonably believe breaches these Terms or applicable law.
17. Reviews and testimonials
Where we allow customers to submit reviews or testimonials, reviews should reflect genuine customer experiences.
You must not submit fake, misleading or fraudulent reviews, or submit reviews on behalf of another person without their permission.
We reserve the right to moderate or remove reviews that breach applicable law or these Terms.
18. Third-party websites and services
Our website may contain links to websites or services operated by third parties.
These links are provided for convenience only.
We do not control and are not responsible for third-party websites, services, content, products or privacy practices.
Your use of third-party services may be subject to separate terms and privacy policies.
19. Availability of the website
We aim to keep our website available and functioning properly, but we do not guarantee that it will always be:

  • available;

  • uninterrupted;

  • error-free;

  • secure; or

  • free from viruses or other harmful components.

We may temporarily suspend access to the website for maintenance, upgrades, security or other reasonable operational purposes.
20. Our liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
In particular, nothing in these Terms excludes or limits liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation;

  • breach of legal rights that cannot lawfully be excluded;

  • defective products where liability cannot lawfully be excluded; or

  • any other liability that cannot legally be excluded or limited.

If you are a consumer, nothing in these Terms affects your statutory rights.
Where legally permitted, we will not be responsible for losses that were not reasonably foreseeable at the time the contract was formed.
Where you are acting in the course of a business, additional limitations of liability may apply where agreed between us and permitted by law.
21. Events outside our reasonable control
We will not be responsible for delay or failure to perform our obligations where this is caused by circumstances outside our reasonable control.
This may include events such as:

  • natural disasters;

  • severe weather;

  • fire;

  • flood;

  • epidemic or pandemic;

  • war or civil unrest;

  • industrial disputes;

  • government action;

  • interruption of utilities;

  • telecommunications failures;

  • cyber incidents;

  • failures of third-party service providers; or

  • significant transport or logistics disruption.

Where such an event occurs, we will take reasonable steps to minimise its impact.
This section does not affect your statutory rights where applicable.
22. Suspension and termination
We may suspend or terminate your access to an account or service where reasonably necessary if you:

  • materially breach these Terms;

  • engage in fraudulent or unlawful activity;

  • misuse our website or services; or

  • create a security risk to us or other users.

Where appropriate, we will provide reasonable notice before terminating a service.
Termination will not affect rights or obligations that arose before termination.
23. Privacy and personal data
We process personal data in accordance with our Privacy Policy.
Our Privacy Policy explains what personal data we collect, how we use it, who we share it with and your rights.

24. Changes to these Terms
We may update these Terms from time to time to reflect changes to our business, services, technology or legal requirements.
Where you have an ongoing contract with us, we will not make changes that materially affect your contractual rights without appropriate notice and, where required, your agreement.
The latest version of these Terms will be published on our website.
The date at the top of this document shows when the Terms were last updated.
25. Complaints
If you have a complaint about our products or services, please contact us first so that we have an opportunity to resolve the matter.
Email: support@ember-echo.io
Postal address:
EMBER & ECHO LTD
2 Frederick Street
Kings Cross
London
United Kingdom
WC1X 0ND
We will consider complaints fairly and take reasonable steps to resolve legitimate concerns.
26. Governing law
These Terms are governed by the law of England and Wales.
If you are a consumer, you will also benefit from any mandatory protections and rights provided to you by the law of the country in which you live where applicable.
Nothing in these Terms prevents you from relying on mandatory consumer protections that cannot legally be excluded.
27. Jurisdiction
Where you are a consumer, you may bring proceedings in accordance with the jurisdictional rights available to you under applicable law.
Where you are acting in the course of a business, the courts of England and Wales will have exclusive jurisdiction unless we agree otherwise in writing.
28. Severability
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the minimum extent necessary to make it lawful and enforceable.
If this is not possible, the relevant provision will be treated as removed.
The remaining provisions will continue in full force and effect.
29. No waiver
If we do not immediately enforce a right or provision under these Terms, this does not mean that we have waived that right.
Any waiver must be expressly given.
30. Entire agreement
These Terms, together with any additional terms expressly incorporated into them and any specific agreement or order confirmation, constitute the agreement between you and EMBER & ECHO in relation to the relevant products or services.
Nothing in this section excludes liability for fraud or fraudulent misrepresentation.
31. Contact information
If you have questions about these Terms, please contact:
EMBER & ECHO LTD
Company number: 17174179
2 Frederick Street
Kings Cross
London
United Kingdom
WC1X 0ND

Terms & Conditions version: 1.0
Last reviewed: 17 August 2026

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