Terms of use for ZYN website
These terms and conditions are effective from 24/09/24.
When you order products direct from us online or over the phone with our ZYN Customer Care team, you agree to follow these Terms and Conditions. The Terms and Conditions are split into 9 parts.
A. Important Information.
B. Our Products.
C. Ordering.
D. Delivery & Postage.
E. Cancellation Rights.
F. Offer Terms and Conditions.
G. Using your Personal Information.
H. General Terms and Conditions.
I. Other Important Information.
If you don't agree to these Terms and Conditions, please don't buy anything from us.
A. IMPORTANT INFORMATION
1. Who we are.
We are Philip Morris Limited, a company registered in England and Wales. Our company registration number is 03619145 and our address is 10 Hammersmith Grove, London, W6 7AP, United Kingdom. Our registered VAT number is GB 548184617.
2. How to contact us.
Our Customer Care team can be contacted by:
· calling us on 0800 432 0000;
· using the online chat tool on zyn.com; or
· emailing us on contact.uk@zyn.com .
Customer Care is available: Monday – Friday 08.00am – 10.00pm and Saturday – Sunday 10:00am – 6.00pm. We can record calls for quality and training purposes.
3. What these Terms and Conditions cover.
These are the terms and conditions on which we supply products to you (‘Terms and Conditions’). Reference to ‘in writing’ in these Terms and Conditions includes email.
4. Why you should read these Terms and Conditions.
These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract between us, and what to do if there is a problem and other important information.
5. Use of our website.
Your use of our website is governed by our Terms of Use , which can be found here.
6. Minimum age requirement.
You must be aged 18 or older to use our products. You will be required to complete an online age verification process conducted on our behalf by a third party, Veratad Technologies LLC, to prove you are at least 18 years old before ordering our products. Veratad Technologies LLC is a U.S. based company, registered in the state of New Jersey, with an entity identification number of 0600258447. You must not attempt to order products from us if you’re under the age of 18.
7. Other eligibility requirements.
We only sell and deliver our products to Great Britain and Northern Ireland. We do not sell or deliver to Jersey, Guernsey or Isle of Man. Before we accept your order (described in paragraphs 11 and 12 below) we’ll also undertake fraud checks and reserve the right to refuse an order if we reasonably suspect that you may pose a fraud risk.
8. ZYN Website registration and accessing iqos.com.
By creating an account on zyn.com you will also be able to login into iqos.com using the same registered account details.
B. OUR PRODUCTS
9. Our Products.
We sell products that can be used as an alternative to smoking. They are not risk-free and contain or provide nicotine which is highly addictive. This means they are not for use by anyone that is pregnant, breast feeding or otherwise in ill-health. We ensure that our products are made to high standards but if you choose to use them, you do so at your own risk. For more information, please see our Important Information Page.
10. Nicotine Pouches.
These are small pouches containing a tobacco-leaf-free nicotine that is placed between the gum and the lip in order to release nicotine. In the UK, we currently sell nicotine pouches under the brand name ZYN.
C. ORDERING
11. General Information.
Before you order products from us, please read the descriptions we provide on our product pages carefully. These descriptions will also form part of these terms.
The images of the products on our website are illustrative only. Although we do our best to provide you with accurate photos and descriptions, there may be some differences. Please also be aware that sometimes things, such as packaging, might change or we might make an error, which could make the description of an item different from what you see online when you order.
If we inadvertently make a pricing error, and we’ve already confirmed your order, we do not have to provide the products at a lower price and we will contact you to confirm whether you wish to cancel. If you do, we’ll refund any money that you’ve paid.
12. Ordering from us.
You’ll need to create an account on ZYN.com and follow the prompts provided. You will need to provide personal information that includes: your name, email address, date of birth, address, contact telephone number. You can find out more about how we will use and handle your personal information in our Privacy Policy, please also refer to our ‘Cookie Preferences’. Once you’ve selected your products, and proceed to the basket, you’ll be asked to provide payment information and you may pay by debit or credit card, Paypal or Klarna .
13. Order Confirmation.
Once we have accepted your order, we’ll provide an order confirmation by email – this confirms your contract with us. We’ll also supply you with an order confirmation form with your product on delivery. Please keep your order confirmation as proof of purchase or in case you have queries.
If:
· you don’t pass our identity and fraud checks;
· we have identified an error in the price or description of the product you have ordered;
· the product you’ve ordered is out of stock;
· we cannot meet a delivery deadline; or
· you’ve placed an order exceeding £700,
We won’t accept your order. This is a non-exhaustive list.
D. DELIVERY & POSTAGE
14. Delivery.
We deliver to mainland Britain, Northern Ireland and the Scottish Isles.
If we accept and process your order after 8pm Monday – Thursday, your order will be dispatched the next business day. If you order after 8pm on a Friday, on the weekend or on a public holiday, it may take a bit longer.
Deliveries must be received by someone over the age of 18. If the order cannot be delivered because you’re not home or an adult signatory is not there, you will be contacted to arrange a new delivery window. Delivery schedules are subject to change; we’ll try to keep you informed of any delays. Should your order be postponed for over a week, feel free to reach out for order cancellation and a full refund.
The cost of delivery will be displayed to you on our website and a table of charges can be found at the bottom of this section.
We are not responsible for delivery delays caused by you or by an event outside of our control but we will try let you know if this happens and minimise the effect of the delay. Provided we do this, we will not be responsible to you for delays, unless there is risk of delay lasting more than 30 days. If this happens, you’ll be entitled to a refund for products you’ve not received.
Products will be your responsibility from the time that we deliver the products to the address you provide. Inspect your products upon delivery and promptly report any issues to our Customer Care team, details of which can be found at paragraph 2 of these terms and conditions.
You will legally own the products we deliver once we’ve received payment in full.
15. Delivery timescales and postage charges are set out in the table below.
|
Three Business Day Delivery
Available to customers with a delivery address in: mainland Britain, Northern Ireland, Isle of Man, Outer Hebrides, Shetlands & Orkney
|
Free Delivery |
All orders (no minimum order value) |
From 24/09/24 all orders are eligible for free delivery. We reserve the right to introduce delivery charges, and we will update you should charges be introduced.
E. CANCELLATION RIGHTS
16. Faulty, damaged or received an incorrect product.
If the product is faulty, damaged or incorrect, we will offer you a repair, replacement, refund or exchange as appropriate. Products with faults due to normal wear and tear or damage by misuse will not be replaced free of charge and no refunds will be given.
When returning a faulty, damaged or incorrect product, we may ask that you return the product. We’ll help you to organise this and cover the costs. We’ll also cover the costs of sending a replacement if we think this is the best course of action for dealing with your complaint. If you are eligible for a refund, we’ll refund the price of the product using your original payment method.
17. You’ve changed your mind.
If you’ve ordered direct from us online or over the phone, you have the right to change your mind and return the product no later than 14 days after the day on which you received the product.
Your rights of return will not apply to:
· personalised products; and/or
· any unsealed cans of nicotine pouches. This is for hygiene reasons.
If you wish to use this right of return, contact our Customer Care team using the details at paragraph 2.
Please ensure that the products you are returning, to the address that we provide, are repackaged securely and you return all parts, accessories, instructions and packaging. We expect our products to be returned in pristine condition. Unless we tell you otherwise, returning products will be at your cost and risk. We do not accept responsibility for products lost or damaged in the post.
We will normally refund you the cost of your product within 14 days of receiving the product back using your original payment method. We reserve the right to make deductions from the refund for any loss in value of the products if the loss has been caused by unnecessary handling by you.
For more information on your legal rights to cancel, visit Citizens Advice website www.adviseguide.org.uk.
18. Other ways to cancel your order before delivery.
You can cancel your order online within 30 minutes after placing it. Just go to your ‘Order History’ on your online account and click on “Cancel my order”.
F. Offer Terms and Conditions
19. Promotional Codes.
Unless we tell you otherwise, codes that we provide are single use and only redeemable against purchases on zyn.com. Codes cannot be used in conjunction with any other offer. They are non-refundable, non-transferrable, have no cash value and cannot be used against delivery charges. All offers are subject to availability and whilst stocks last.
20. Sampling.
Eligibility:
Where it is lawful to do so, we may offer legal age nicotine users, resident in the UK, free sample(s) of our products. Free sample(s) are for your personal use and may not be sold or otherwise made available to anyone under the legal age of 18. We limit the number of free samples that you can receive. Our current business rules only allow one free sample per eligible product to be issued per account registered on either www.iqos.com or www.zyn.com.
How to Redeem your free ZYN sample:
To redeem your free ZYN sample, you must satisfy the eligibility criteria set out above in paragraphs 6 and 7, add a ZYN product to your basket, and once added the free sample will automatically be applied at checkout. The free ZYN sample is only redeemable on www.zyn.com.
21. Always on offers.
From 24/09/2024 and until we tell you otherwise the following offers shall aways be on:
a. 15% Off First ZYN Purchase
A one-time 15% discount will be automatically applied at checkout on your first paid-order on www.zyn.com for the purchase of ZYN products. To access this discount, you must create either an account on either www.zyn.com or www.iqos.com, be a UK resident, complete the 18+ age verification process, and confirm that you are a legal age nicotine user. This discount is only available on www.zyn.com. Offer applies only to ZYN products, subject to availability and while stocks last.
b. ZYN Multibuy Discount
The multibuy offer is 15% off any ZYN 3 cans, 20% off any 5 ZYN cans and 30% off any 10 ZYN cans. The discount will automatically be applied at checkout. The discount is stackable. Subject to availability and while stocks last.
G. PERSONAL INFORMATION
22. We fully comply with relevant consumer and data protection legislation applicable in the UK and for more information on what we do with your Personal Information, please read our Privacy Policy , please also check our ‘Cookie Preferences’ page.
H. GENERAL TERMS AND CONDITIONS
Our liability to you:
23. We are responsible for the foreseeable loss and damage caused by us.
If we fail to comply with these terms, we are responsible for the loss or damage you suffer that is a foreseeable result of our breaking of the contract or where we’ve failed to use reasonable skill or care.
24. We are not responsible for business losses.
We only supply products for your personal and domestic use. You agree not to use the product for any commercial, business or re-sale purpose. We will not be liable to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
25. We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any breach of any terms implied by UK law.
I. Other important information
26. These terms and conditions are effective from 24/09/24.
They apply to all orders, products and services that we provide, or you use, on or after midnight on that date.
27. We may transfer our rights and obligations under our contract with you to someone else.
28. This contract is between you and us.
No other person shall have any rights to enforce any of its terms.
29. If a court finds part of this contract illegal, the rest will continue in force.
Each part and the sections of the Terms and Conditions operate separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.
30. We can change these Terms and Conditions from time to time.
Changes will be published online. You should read these Terms and Conditions each time you wish to place an order or use our services to ensure you understand the terms that apply.
31. These terms and conditions are governed by English law and the English courts shall have exclusive jurisdiction to hear any dispute or claim arising out of or in connection with these Terms and Conditions.
