Terms of Service

These terms may have changed since you last reviewed them. These terms are up to date as of 15/10/2024.

Where to find information about us and our products

You can find everything you need to know about us, Silver Health Limited (Trading as Active Silver), and our products on our website or from our sales staff before you order. We will also confirm the key information to you in writing after you order, by email or on paper.

When you buy from us you are agreeing that:

• We only accept orders when we've checked them.
• Sometimes we reject orders.
• We charge you when you order.
• We charge interest on late payments.
• We pass on some increases in VAT.
• We're not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• We charge you if you don't give us information we need.
• If you bought online, or over the telephone you have a legal right to change your mind.
• You can end an ongoing contract (find out how).
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don't compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

We will accept orders when we've checked them

We want to ensure that your order is correct; therefore, when we receive your order, we will confirm safe receipt and contact you if there are any problems.

Sometimes we may reject orders

This doesn’t happen very often, but sometimes we may reject orders, for example, because a product is unexpectedly out of stock, a credit reference is unsatisfactory, we can't verify your age (where the product is age-restricted), you are located outside our delivery areas, or the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order

However, for some products, we may take payment at regular intervals where appropriate, as explained to you during the order process. You will own your product once we have received payment in full.

We charge interest on late payments

If we're unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 2% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, for example, if we experience any technical issues with our website or delivery is delayed due to no fault of our own, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial, you can contact our Customer Service Team to end the contract and receive a refund for any product.

Products can vary slightly from their descriptions

A product's true colour may not exactly match that shown on your device or in our marketing, or its packaging may be slightly different.

We may charge you if you don't give us information we need

We may charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery or provide us with incorrect delivery information.

If you bought online or over the telephone, you have a legal right to change your mind

Your legal right to change your mind: for most of our products bought online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. If the product has already been shipped to you, we won’t be able to refund the delivery cost. This is subject to some conditions, as set out below.

You have 14 days to change your mind for products bought online or over the telephone.

When you can't change your mind

You can't change your mind about an order for:

• Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• Goods that are made to your specifications or are clearly personalised;
• Goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind

If you change your mind about a product, you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know

To let us know you want to change your mind, contact our Customer Service Team: info@active-silver.co.uk or 07914 694549.

You have to return the product at your own cost

You have to return your product (and any free gifts provided with it) to us within 14 days of telling us you have changed your mind. Returns are at your own cost unless we offered free returns when you bought the product. You can:

• Send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won't be able to refund you the price. For help with returns, including our collection arrangements for products that can't be posted, see our Returns Process.

We only refund standard delivery costs

If it’s been agreed that we will cover the cost of your return, we will only be able to refund the cost of standard delivery. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product

If you handle the product in a way which would not be acceptable in-store, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new," the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: info@active-silver.co.uk or 07914 694549 can advise you on whether we're likely to reduce your refund.

When and how we refund you

If you tell us you've changed your mind about a product that hasn't been delivered, we refund you as soon as possible and within 14 days from your order date. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an ongoing contract (find out how)

We tell you when and how you can end an ongoing contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: info@active-silver.co.uk or 07914 694549.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, or if it is faulty, you must contact our Customer Service Team: info@active-silver.co.uk or 07914 694549 within 14 days from your order date. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website.

Summary of your key legal rights

The Consumer Rights Act 2015 states goods must be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of your product, your legal rights entitle you to the following:

• Up to 30 days: if your goods are faulty, you can get a refund.
• Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Please note that the expected lifespan of the products varies from 3 months to 2 years, and as such, your legal rights will cover you for this time.