Terms & conditions

1. About us and these terms

ploomi is a UK business selling plant-based cleaning tablets and refillable bottles. In these terms, "we" and "us" means ploomi, and "you" means the person buying from us.

These terms apply to everything you buy on ploomi.co.uk. Please read them before ordering. You need to be 18 or over and live in the UK to buy from us. We sell to consumers, not to businesses for resale.

Contact us at hello@ploomi.co.uk or through our contact form.

2. Our products

We sell refillable bottles and concentrated cleaning tablets, which you dissolve in water. Please follow the directions and safety information on the label and packaging, and keep tablets away from children and pets. Product photos and colours are as accurate as we can make them, but may vary slightly.

3. Placing an order

When you place an order, you're offering to buy from us. Our contract with you starts when we email you to confirm your order. If we can't accept your order (for example, if something is out of stock or there's a pricing error), we'll tell you and won't charge you, or we'll refund you in full.

Sometimes we take an order for you directly, for example by message. In that case we'll email you an invoice to pay online by card. We send the order once the invoice is paid. If it isn't paid within 7 days, we may cancel the order.

At checkout you can add delivery instructions. We pass them on to the delivery company but can't guarantee they'll be followed.

4. Prices and payment

• Prices are in pounds sterling and include VAT where it applies. The price you pay is the one shown at checkout.
• Delivery is free, except that a refill delivery with just one pack carries a small delivery charge, shown before you pay.
• Payments are taken securely by Stripe. You authorise us to charge your card for your first order and, if you subscribe, for each refill delivery until you cancel.
• If we change subscription prices, we'll email you at least 30 days before the new price applies. You can cancel before then if you don't want to continue.

5. The £3 starter

• The starter includes one refillable bottle and one tablet in the scent you choose, delivered free, for £3.
• When you order a starter, you're also setting up a refill subscription. Your first refills are charged and sent 21 days after you order, on the date shown at checkout, and then at the frequency you chose.
• We'll email you at least 3 days before your first refill charge. If you cancel before that date, you won't be charged anything more.
• The starter is for new customers, one per person and per household. We may cancel and refund repeat starter orders.
• Discount codes can't be used with the starter.

6. Refill subscriptions

• You choose which refills you get and how often: every 1, 2 or 3 months. We charge your card for each delivery shortly before we send it.
• You can pause deliveries any time from your account. While paused, we won't send or charge for anything.
• You can change your card and delivery address, and see your invoices, from your account.
• There's no minimum term. Your subscription continues until you cancel it.

7. Cancelling your subscription

You can cancel any time, in a few clicks, from your account (Manage billing → Cancel), or by emailing us. Cancelling stops all future charges and deliveries. If you've already paid for a delivery, we'll still send it. There's no cancellation fee.

8. Your right to change your mind

Under the Consumer Contracts Regulations, you can cancel any order within 14 days of receiving it, without giving a reason. For a subscription, you can also cancel within 14 days of signing up. To do so, contact us within that time.

Please return unused products to us within 14 days of telling us, and we'll refund you within 14 days of receiving them, including the original standard delivery cost. For hygiene reasons, tablet packs that have been opened can't be returned unless they're faulty. Full details are in our refunds policy.

9. Delivery

We deliver to UK addresses only and usually dispatch within 2 working days. See our delivery information. Products become yours, and your responsibility, once they're delivered.

10. If something's wrong

We want you to love ploomi. If anything arrives damaged, faulty or not as described, contact us and we'll replace it or refund you. This is on top of your legal rights under the Consumer Rights Act 2015, which entitles you to goods that are as described, fit for purpose and of satisfactory quality. Citizens Advice can tell you more about your rights.

11. Discount codes

Codes are one per customer, can't be exchanged for cash and can't be combined unless we say so. Only one code can be used per order. Each code has its own conditions, shown when it's offered. Our launch code, for example, gives £10 off a first full-kit order of £20 or more. Codes shared by creators we work with, and refer-a-friend codes (section 12), follow the same rules.

12. Refer a friend

• Once you've ordered from us, your account page shows your own referral link and code.
• A friend who uses it gets £5.00 off their first full kit. It can't be used with the £3 starter or with another code, and it's only for people who haven't ordered from us before.
• When their order is paid, we add £5.00 credit to your account. It comes off your next refill payments automatically. Credit can't be exchanged for cash, and it ends if you close your account.
• There's no limit on how many friends you refer. Referrals must be genuine people you know: you can't refer yourself, or someone at your own address, and you mustn't post your code on coupon or deal websites or in paid adverts.
• If we think the scheme is being misused, we may withhold or remove credit and close the referral link. We may change or end the scheme at any time, but credit you've already earned won't be affected.

13. Gift sets

• A gift set is one refillable bottle and one refill pack of tablets, in the scent the person you're gifting chooses, delivered free in the UK. It's a one-off purchase: no subscription is set up for you or for them.
• When you pay, we email you a gift code. If you give us their email address, we'll also email them on the day you choose, with your message.
• They claim the gift by choosing a scent and giving a UK delivery address. We dispatch within 2 working days of the claim. Gift codes don't expire, can only be used once, and can't be exchanged for cash.
• You can cancel a gift and get a full refund within 14 days of buying it, as long as it hasn't been claimed. Once it's claimed, the person who received it has the cancellation rights in section 8.
• Please keep the code safe. Anyone with it can claim the gift, and we can't replace a gift someone else has claimed with your code.

14. Reviews

We may ask you to review ploomi after your first refill. Reviews must be your honest opinion of products you've used. We publish genuine reviews, good or bad, after a quick check. We don't publish reviews that are offensive, include someone's personal details, aren't about ploomi, or that we have reason to think aren't genuine. We never pay for reviews or reward people for leaving positive ones. By sending a review, you let us show it, with the name and town you give, on our website and social media. Ask us at any time and we'll remove it.

15. Our responsibility to you

We're responsible for loss or damage you suffer that's a foreseeable result of us breaking these terms or failing to use reasonable care. We're not responsible for losses that weren't foreseeable, or for damage caused by using our products other than as directed. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

16. Things beyond our control

If something outside our control delays your order, such as a postal strike or severe weather, we'll let you know and do what we can to limit the delay. If the delay is long, you can cancel and get a refund for anything you haven't received.

17. Your account

You sign in with a one-time link sent to your email, so please keep your email account secure. We may close accounts that are used fraudulently or abusively. You can delete your account any time from your account page.

18. Changes to these terms

We may update these terms, for example when the law changes or we add new products. The terms that apply to an order are the ones in place when you place it. If we make a change that affects your subscription, we'll email you at least 30 days beforehand, and you can cancel if you're not happy.

19. Disputes and the law

If you have a problem, please contact us first so we can try to put it right. These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts there.