Terms of Service
Last updated: 31 August 2026
We are Havenholt LTD, trading as Havenholt. We operate havenholtsoho.com and the related services that link to these terms.
Havenholt is an online retailer supplying home and outdoor products to customers throughout the United Kingdom.
These terms form a binding agreement between you and Havenholt covering your access to and use of the site and anything you buy from us. By using the site or placing an order, you confirm you have read and agree to them. If you don't agree, please don't use the site.
The services are intended for people aged 18 and over.
We may update these terms by publishing changes on this page, with the date above revised. Changes take effect on publication and do not apply retroactively to orders already placed.
Our store runs on Shopify Inc., which provides the e-commerce platform. Your purchase contract is with Havenholt LTD; Shopify is not a party to it.
1. Who we are
| Store name | Havenholt |
| Company name | Havenholt LTD |
| Address | St Andrew's Street, Cambridge CB2 3BJ, United Kingdom |
| support@havenholtsoho.com | |
| Phone | +44 1223 302601 |
| Hours | Monday to Friday, 9:00 am–5:00 pm UK time |
| Response time | Within 24 hours |
2. Using our site
You may access the site and download or print content for your own personal, non-commercial use.
Anyone accessing the site from outside the United Kingdom does so on their own initiative and is responsible for complying with local law.
You confirm that you have the legal capacity to agree to these terms, that you are at least 18, that you won't access the site through bots or scripts, and that your use will comply with applicable law.
Where information you provide is false, inaccurate or incomplete, we may suspend or close your account and decline future orders.
An account isn't required — guest checkout is available. If you create one, the login is yours to protect, and activity under it is your responsibility.
3. Products
We make every effort to display colours, features, specifications and descriptions accurately. Screens vary, so actual colours may differ slightly, and dimensions are approximate unless stated otherwise.
Product availability isn't guaranteed, and we may discontinue any product.
Obvious pricing and typographical errors are not binding on us. Where an error affects your order, we'll contact you and you can continue with the corrected information or cancel for a refund.
4. Prices and payment
All prices are shown in pounds sterling and include VAT at 20%. The total at checkout is the total you pay.
The price that applies is the one shown when you order, as confirmed in your order confirmation. Later changes don't affect confirmed orders.
Payment is taken when you place your order, using the methods shown at checkout. All payments are processed by a PCI-DSS compliant provider; we don't store full card details.
By placing an order you authorise us to charge your chosen payment method for the order total. If a payment is declined or reversed, we may cancel the order.
You agree to keep your payment and contact details current so we can process orders and reach you when needed.
We may refuse an order, or limit quantities per person, household or order — including orders using the same account, payment card, billing address or delivery address. We may also refuse orders that appear to come from dealers, resellers or distributors.
5. How an order becomes a contract
Submitting an order is an offer to buy. The contract is formed when we send you an order confirmation email.
If you don't receive one within a few hours, check your spam folder before contacting us.
6. Delivery
Processing and delivery timeframes are set out in our Shipping Policy, which forms part of these terms.
Risk of loss passes to you on delivery — not when the parcel is handed to the carrier. If your order arrives damaged or doesn't arrive, contact us and we'll resolve it.
Delivery estimates are estimates. We're not liable for delays caused by carriers, weather or other events outside our control, though we'll help trace a delayed parcel.
Where we can't dispatch your order within 30 days of purchase, we'll contact you and you may choose to wait for a revised date or cancel for a full refund.
7. Your right to cancel
As a consumer you have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, beginning the day after you receive the goods.
We voluntarily extend this to 30 days. You may cancel within 30 days of delivery, for any reason, without giving one.
This right applies after dispatch, and also to sale items.
How to cancel
- Tell us in writing — email support@havenholtsoho.com with your order number. You may also use the cancellation form in section 9.
- We reply within 24 hours with the return address and a return reference.
- Send the goods back within 14 days of telling us.
Condition of the goods
Items should be unused and in original condition, with packaging and any accessories included. You may handle them as you would in a shop; where handling goes beyond that, we may deduct an amount reflecting the reduction in value.
Keep proof of postage so you can show the return was sent in time.
Refunds
We refund the full amount — including the original delivery cost — within 14 days of receiving the goods back, or of you providing evidence they were sent.
Refunds go to the payment method you used. We charge no fee for processing a refund. Depending on your bank, it may take a further 3 to 5 working days to appear.
Return postage
Where you cancel or exchange, return postage is yours. Where the item is faulty, damaged or incorrectly supplied, we cover it and provide a prepaid label.
Exclusions
The right to cancel doesn't apply to goods made to your specification or clearly personalised, goods that deteriorate rapidly, or sealed goods that can't be returned for health or hygiene reasons once unsealed.
An exclusion applies only where we made it clear on the product page before purchase.
Full details are in our Return Policy.
8. Faulty or misdescribed goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Where they aren't, you have a 30-day right to reject for a full refund. After 30 days you may ask for a repair or replacement; if that fails or isn't possible, you may claim a price reduction or a final right to reject.
Contact us at support@havenholtsoho.com with your order number and, where possible, a photograph. Where a claim is upheld, we also cover postage.
This doesn't cover normal wear and tear, misuse, or failure to follow the instructions supplied.
9. Model cancellation form
Complete this form only if you wish to cancel the contract. An email is equally acceptable.
To: Havenholt LTD, St Andrew's Street, Cambridge CB2 3BJ, United Kingdom support@havenholtsoho.com
I hereby give notice that I cancel my contract of sale for the following goods:
________________________________________
Ordered on: ______________ Received on: ______________ Order number: ______________
Consumer's name: ______________________ Consumer's address: ______________________
Signature: ______________________ (only if sent on paper)
Date: ______________
10. Product safety and intended use
Products should be used only for their intended purpose and in line with any instructions, warnings or age guidance supplied with them.
Where a product carries manufacturer instructions or safety information, please read it before use. We're not responsible for injury, loss or damage resulting from misuse, modification, or failure to follow those instructions.
Products are supplied for personal and household use. If you intend to use something commercially, check first that it's suitable.
11. Intellectual property
We own or licence all intellectual property in the site, including source code, databases, functionality, software, design, text, video, audio, photographs and graphics, together with our trade marks, service marks and logos.
You may not copy, reproduce, republish, upload, post, publicly display, translate, transmit, distribute, sell, licence or otherwise exploit any part of it for commercial purposes without our prior written permission.
Product images and descriptions supplied by manufacturers remain their property.
To request permission beyond what these terms allow, email support@havenholtsoho.com. Where permission is granted, please credit Havenholt and retain any copyright notices.
12. Reviews and submissions
You retain ownership of anything you submit. By submitting a review, photograph, suggestion or other material, you grant us a non-exclusive, worldwide, royalty-free, transferable licence to use, reproduce, modify, translate, publish, distribute and display it in any media.
We're not obliged to keep submissions confidential, to compensate you, or to respond.
You confirm that what you submit:
- Is based on your genuine experience
- Doesn't infringe anyone's intellectual property, privacy or publicity rights
- Contains no unlawful, defamatory, abusive, obscene, discriminatory or misleading material
- Contains no malicious code, spam or unsolicited advertising
- Doesn't identify another person without their consent
You remain responsible for what you submit. We may accept, edit, decline or remove any submission, though we're not obliged to monitor them. Reviews reflect the views of their authors, not ours.
13. Prohibited use
You may not use the site to break any law, infringe intellectual property, harass or discriminate against anyone, submit false or misleading information, or defraud us or other users.
You also may not:
- Systematically collect data or content to build a database or directory
- Circumvent, disable or interfere with security features
- Upload viruses, malware or other harmful code
- Send spam or repeatedly post unsolicited content
- Use bots, scrapers, spiders or data-mining tools to access the site
- Remove copyright, trade mark or proprietary notices
- Impersonate another person or use someone else's account
- Place an unreasonable burden on the site or connected networks
- Harass or abuse our staff
- Reverse engineer, decompile or disassemble any part of the site, except where the law permits
- Use automated purchasing systems to place orders
- Use the site for any unauthorised commercial purpose
We may restrict, suspend or terminate access where these terms are breached.
14. Third-party sites and content
The site may link to third-party websites or display third-party content. We don't investigate, monitor or verify their accuracy, and their inclusion isn't an endorsement.
We're not responsible for the content, privacy practices, products or policies of any third-party site. Purchases made through them are between you and that third party.
15. Privacy
Your personal information is handled in accordance with our Privacy Policy, which forms part of these terms.
The site may be hosted, and information processed, in countries outside the United Kingdom, where data protection law may differ. Our Privacy Policy explains the safeguards that apply.
16. Corrections
The site may occasionally contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, availability, delivery charges or transit times.
We may correct these and cancel affected orders, including after you've placed one. Where we cancel for this reason, we refund in full.
17. Availability of the site
We may modify, update, suspend or discontinue any part of the site.
We don't guarantee uninterrupted availability. Maintenance, technical issues or circumstances beyond our control may cause interruptions or delays, and we're not liable for inconvenience resulting from them.
18. Termination
These terms remain in effect while you use the site.
Where we reasonably believe you have breached them or applicable law, we may suspend or terminate your access. Orders already confirmed will still be fulfilled, and amounts owed remain payable.
19. Disclaimer and limitation of liability
Except as expressly stated, the site is provided on an "as is" and "as available" basis.
We don't guarantee that the site will always be available, uninterrupted, secure or error-free, that the information on it is complete and current, or that every defect will be corrected.
To the fullest extent permitted by law, we're not liable for indirect, incidental, consequential, special or punitive damages, including loss of profits, revenue, data, business opportunity or goodwill.
Our total liability for any claim arising from an order is limited to the amount you paid for that order.
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be excluded. Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are unaffected.
20. Indemnity
You agree to indemnify Havenholt LTD and its officers, employees, agents and partners against any loss, liability, claim or reasonable legal expense arising from your breach of these terms, your breach of any law, or your infringement of a third party's rights.
We may assume the defence of any such matter at your expense, and you agree to cooperate.
21. Electronic communications
By using the site, submitting forms or emailing us, you consent to receiving communications electronically, and you agree that electronic notices, agreements and records satisfy any legal requirement that they be in writing.
22. Complaints and dispute resolution
If something goes wrong, contact us at support@havenholtsoho.com. We respond within 24 hours and aim to resolve complaints within 14 days.
Where a dispute arises, both parties agree to attempt informal resolution first, allowing at least 30 days from written notice before commencing proceedings. This doesn't apply to claims about intellectual property, unauthorised access, fraud, or applications for urgent injunctive relief.
If we can't resolve a complaint to your satisfaction, you may be able to refer it to an alternative dispute resolution provider. We are not currently a member of an ADR scheme. That doesn't affect your right to bring a claim through the courts, or to seek free advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133).
Nothing in these terms affects your statutory rights under UK consumer protection law.
23. General
These terms, together with our Privacy Policy, Shipping Policy and Return Policy, form the entire agreement between us.
Our failure to enforce a provision isn't a waiver of it. If any provision is found unlawful or unenforceable, it is severed and the rest remain in force.
We may assign or transfer our rights and obligations. We're not liable for delay or failure caused by circumstances beyond our reasonable control.
Nothing in these terms creates a partnership, joint venture, employment or agency relationship, and they won't be interpreted against either party simply because that party drafted them.
24. Governing law and jurisdiction
These terms are governed by the laws of England and Wales.
Disputes will be brought before the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own jurisdiction.
25. Contact
Havenholt LTD
Address: St Andrew's Street, Cambridge CB2 3BJ, United Kingdom
Email: support@havenholtsoho.com
Phone: +44 1223 302601
Business hours: Monday to Friday, 9:00 am–5:00 pm UK time