Terms of service
Effective date: 27 August 2026 Last updated: 27 August 2026
Welcome to Remoxila. These Terms of Service ("Terms") form a legal agreement between you and NORTHWELL GROUP LTD (trading as Remoxila) and govern your use of our website at https://remoxila.com (the "Site") and your purchase of products from us.
By accessing our Site or placing an order, you confirm that you have read, understood and accept these Terms.
1. About us
This Site is operated by NORTHWELL GROUP LTD ("Remoxila", "we", "us", "our"), a company registered in England and Wales.
- Company name: NORTHWELL GROUP LTD
- Trading as: Remoxila
- Company number: 17075470
- Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
- Email: support@remoxila.com
- Phone: +44 20 8040 3862
2. Who can place an order
To place an order on Remoxila you must be at least 18 years of age and legally capable of entering into a binding contract under the laws of England and Wales; provide accurate, complete and current information; have a valid delivery address within the United Kingdom (we ship to the UK only); and have a valid payment method you are authorised to use. If these requirements are not met we may cancel the order and refund any payment received.
3. Account registration
You do not need an account to order — guest checkout is available. If you use Shop Pay, a Shopify account may be created or linked under Shopify's own terms (https://www.shopify.com/legal/terms).
4. Our products
We make every effort to display our stoneware plates accurately, including colour, glaze and dimensions. However: product images are representative — small variations in colour and finish can occur due to screen settings and the natural character of glazed stoneware; specifications are provided for guidance; and stock availability is updated regularly. If a product becomes unavailable after you order, we will notify you promptly and refund that item.
5. Pricing and currency
All prices on our Site are shown in Pounds Sterling (GBP). The price you see at checkout is the price you pay — shipping is free across the UK and there are no hidden fees. We may change prices at any time, but changes never affect orders already confirmed. If we discover a pricing error after you order, we will contact you to confirm whether you wish to proceed at the correct price; if not, we will refund any payment received.
6. How to place an order
Add products to your cart and proceed to checkout, providing delivery information and selecting a payment method. Submitting an order is an offer to purchase; a binding contract is formed only when we send the Order Confirmation email described in Section 7.
7. Our acceptance of your order
After you submit an order you receive an automated acknowledgement — this is not acceptance. We accept your order when we send a separate confirmation and dispatch your items. We may refuse or cancel any order for reasons including: unavailability, pricing or description error, declined payment, suspected fraud, ineligibility under Section 2, undeliverable address, or other reasonable business reasons. If we cancel, we refund any payment received.
8. Payment
We accept the following payment methods, processed securely by Shopify Payments:
- Credit and debit cards: Visa, Mastercard, American Express, Discover, Diners Club, Maestro, UnionPay
- Digital wallets: Apple Pay, Google Pay, Shop Pay
Payment is captured at the time of order. We do not store your full card details. Your statement will show "Remoxila". If your payment is declined or reversed we may suspend or cancel your order.
9. Apple Pay, Google Pay and Shop Pay
If you pay with Apple Pay, Google Pay or Shop Pay, your payment is processed by Shopify Payments and charged to the card linked to your wallet. Your use of each wallet is subject to its provider’s own terms. Refunds are returned to the card linked to your wallet.
10. Delivery
Delivery is available within the United Kingdom only. Standard delivery is free and takes 5 to 7 business days in total (1–2 business days processing plus 4–5 business days transit). Orders are fulfilled by our fulfilment partner ShipBob from their UK facility in Birmingham and delivered by Royal Mail, DPD, Evri or UPS. Risk in the goods passes to you on delivery; title passes when we receive full payment. Full details: our Shipping Policy.
11. Your right to cancel under UK consumer law
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have a statutory right to cancel an order within 14 days of receiving the goods, without giving a reason. Tell us by email at support@remoxila.com within 14 days of delivery, then return the goods within 14 days of telling us. We refund the price paid plus standard delivery cost within 14 days of receiving the return, to the original payment method. You pay the return cost unless the goods are faulty or sent in error. This right is additional to our 30-day return window (Section 12).
12. Returns, refunds and exchanges
Beyond your statutory rights, we offer a 30-day return window from delivery for any reason, plus exchanges, subject to the conditions in our Returns & Refunds Policy. Nothing in these Terms limits your statutory rights.
13. Product warranty and consumer rights
Under the Consumer Rights Act 2015, our products must be of satisfactory quality, fit for purpose and as described. If not, you are entitled to a refund, repair or replacement depending on circumstances and timing. These statutory rights cannot be excluded or limited.
14. Limitation of liability
Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded under English law (including your statutory consumer rights). Subject to that, our total liability in connection with any order will not exceed the amount you paid for that order, and we are not liable for indirect or consequential losses or loss of profit or business.
15. Our intellectual property
All content on the Site — text, images, logos, designs, product descriptions and the Remoxila name and branding — is owned by or licensed to NORTHWELL GROUP LTD and protected by intellectual property law. You may view and print content for personal, non-commercial use only; you may not reproduce, distribute or commercially use it, or scrape the Site with automated tools.
16. User reviews and customer content
If you submit a review, rating, photo or other content (for example via the Vitals review feature), you confirm it is your own accurate work, you have the right to submit it, and it is lawful and non-infringing. You grant Remoxila a perpetual, royalty-free, non-exclusive licence to use, display and reproduce it in connection with our Site, marketing and product pages. We may moderate, edit or remove user content at our discretion.
17. Acceptable use of the Site
You agree not to use the Site for unlawful or fraudulent purposes, attempt unauthorised access to our systems or data, introduce malicious code, abuse our support team, or harvest content or data for commercial purposes. We may suspend or terminate access for breach of these Terms.
18. Events outside our control
We are not liable for failure or delay caused by events outside our reasonable control — including extreme weather, strikes, transport disruption, supply shortages, cyberattacks, government action or epidemics. If such an event affects your order significantly, we will contact you to discuss options.
19. Changes to these Terms
We may update these Terms from time to time; material changes update the "Last updated" date above. The Terms in force when you place an order apply to that order.
20. Other important information
Severability: if any provision is found unlawful or unenforceable, the rest continues to apply. Entire agreement: these Terms together with our Privacy, Refund, Shipping and Payment policies form the entire agreement for your order. No waiver: not enforcing a right does not waive it. Third-party rights: no one other than you and us has rights under the Contracts (Rights of Third Parties) Act 1999.
21. Governing law and jurisdiction
These Terms and any dispute arising from them are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, except that consumers resident in Scotland or Northern Ireland may also bring proceedings in their local courts.
22. Disputes and escalation
If you are unhappy with how we have handled a problem, email support@remoxila.com — we aim to resolve all complaints quickly and fairly. You can also contact your card issuer or payment provider, or get free independent advice from the Citizens Advice consumer service at https://www.citizensadvice.org.uk/consumer/ or 0808 223 1133.
23. Contact us
NORTHWELL GROUP LTD (trading as Remoxila) 128 City Road, London, EC1V 2NX, United Kingdom Email: support@remoxila.com Phone: +44 20 8040 3862 Company number: 17075470