Terms & conditions

Getting in touch

For questions about a product, an order or these terms, email info@roselume.co.uk. Please include your order reference when asking about an existing purchase.

Placing an order

Review the product, selected model, quantity, delivery details and total before paying. Provide accurate contact and address information so we can deal with your order.

A payment attempt does not itself establish that payment succeeded. The order status is confirmed only after the payment has been verified. Keep a copy of your order details and contact us if you need help understanding its status.

If an item cannot be supplied, we will contact you about the available options. We will not substitute a different device or increase an agreed price without your agreement. Where a paid order cannot be fulfilled and is cancelled, the applicable refund will be made.

Prices and payment

Prices are shown in pounds sterling (£). The total payable, including the selected delivery charge and any applicable VAT treatment, is shown before you complete checkout.

Payment is collected securely through Airwallex. Do not send card numbers, security codes or account passwords to our support email. If you believe a displayed price is incorrect, contact us before ordering; an error identified after ordering will be discussed with you rather than silently changing your purchase.

Delivery and cancellation

Read our Delivery information for delivery options and help with delayed or damaged parcels. Our Returns & refunds page explains cancellation periods, return postage and refund arrangements. Nothing in these terms reduces your statutory cancellation rights or your rights relating to faulty goods.

Product information and use

Choose a device using its product-specific information and follow the instructions and safety information supplied with it. Website photographs may appear different on different screens; this does not change the requirement for goods to match their description.

Educational website content is general information and is not a personal diagnosis or treatment recommendation. If you have questions about whether a device is suitable for your circumstances, seek advice from an appropriately qualified professional.

Your account and website use

Keep your sign-in details secure and contact us if you suspect unauthorised account access. Use the website lawfully; do not attempt to access another customer’s information or interfere with the site’s security.

Personal information is handled as explained in our Privacy policy. Registering an account or placing an order does not, by itself, amount to consent to marketing emails.

Your consumer rights

Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for fraud or for death or personal injury caused by negligence. Your rights under applicable consumer law remain in place.

If you have a complaint, email info@roselume.co.uk so we can consider it. These terms do not prevent you from exercising your legal rights or bringing a claim in a court with jurisdiction.

Changes to these terms apply to future purchases. They do not retrospectively remove the rights or agreed terms associated with an existing order.