Terms & conditions

Last updated: 20 October 2026

These terms explain how to order goods from Astral Hygiene Ltd, how payment and delivery work, and what to do if you need to cancel an order, return a product or make a complaint. Please read them before ordering and keep a copy with your order details.

1. About Astral Hygiene and these terms

Astral Hygiene Ltd is registered in Scotland under company number SC394265. Our registered office and correspondence address is Charlesfield Industrial Estate, St Boswells, Scottish Borders, TD6 0HH.

For orders, deliveries, returns and complaints, email sales@astralhygiene.co.uk or call 01835 824342.

In these terms, “we”, “us” and “our” mean Astral Hygiene Ltd. “You” means the customer. A consumer is an individual buying wholly or mainly for purposes outside their trade, business, craft or profession. Other customers are business customers. Your rights depend on the purpose of your purchase, not simply on whether a product is described as professional or commercial.

The consumer cancellation and faulty-goods sections below apply when you buy as a consumer. The business account and business returns sections apply to business purchases. Nothing in these terms removes rights that the law prevents us from excluding.

2. Orders and acceptance

Please check product specifications, quantities, delivery details and the total price before submitting an order. Contact us promptly if you notice a mistake.

A contract is formed when we expressly accept your order or dispatch the goods, whichever happens first. A message that only acknowledges receipt of your order is not acceptance unless it expressly says otherwise. If we cannot accept an order, we will tell you and refund any payment taken for it without undue delay.

Goods are subject to availability. If an item is unavailable or we identify a pricing or description error before acceptance, we will explain the position and any available options. We will not substitute a different product or charge a different price without your agreement. An accepted order cannot be changed simply because we later amend a website price or description.

3. Prices, VAT and payment

Product prices and any applicable VAT are shown on the website or in your quotation. Where a price excludes VAT, this should be identified clearly. The total payable, including applicable VAT and delivery charges, must be made clear before you commit to the order.

Payment methods are those offered at checkout or agreed with us for your order. Unless you have an approved credit account or another written agreement, payment is required before dispatch. We will tell you before accepting an order if cleared funds are required in advance.

4. Approved business credit accounts

For approved business credit accounts, payment of the price and VAT is due within 30 days of the invoice date, unless different terms have been agreed in writing. Payment must reach us by the agreed due date.

We perform credit checks in connection with credit facilities. Information about the use of personal data is provided in our Privacy Policy. Credit approval and any applicable limit must be agreed with us; placing an order does not itself create a credit facility.

We may charge statutory interest on qualifying overdue commercial debts under the Late Payment of Commercial Debts (Interest) Act 1998, calculated from the due date until payment, including after judgment where applicable. If an undisputed payment remains overdue, we may suspend further credit deliveries and contact you about payment before accepting further orders on credit.

Please tell us about an invoice discrepancy as soon as possible, ideally within seven days, so that we can investigate. This request does not automatically remove a valid legal claim if an issue is discovered later. Please pay any undisputed amount by its due date while we resolve the disputed balance.

5. Delivery and ownership

Our Delivery Information page explains delivery areas, free-delivery arrangements, standard charges and goods that may require additional carriage. The charge applicable to your order must be confirmed before you commit to it. Free-delivery thresholds do not remove an applicable specialist carriage charge.

In-stock goods are normally dispatched within one working day, with standard mainland delivery typically taking one to four working days after dispatch. These are estimates unless we expressly agree a particular delivery date. Product availability, location and specialist transport requirements can affect the timing.

Please provide an accurate delivery address and tell us about access restrictions or unloading requirements before ordering heavy, bulky or palletised goods. Check the delivery arrangements before assuming that installation, positioning or delivery to an upper floor is included.

For consumer orders, we will deliver within the agreed period or, if no period has been agreed, without undue delay and within 30 days of the contract. If we miss that deadline, you may normally require delivery within an additional reasonable period. You may end the contract if that further period is missed. You can end it immediately where we refuse delivery or where delivery by the agreed deadline was essential under the circumstances or you told us this before the contract was made. We will refund payments due following cancellation without undue delay.

For consumer purchases, goods remain at our risk until you, or someone you identify to receive them, takes physical possession. If you independently appoint a carrier that we did not offer, the legal position may differ and risk passes when the goods are handed to that carrier.

Ownership of goods passes when we receive full payment for them. For business credit accounts, goods remain our property until all sums due to us for goods supplied have been paid. This does not reduce a consumer’s rights concerning delivery, cancellation or faulty goods.

6. Checking your delivery

Please check your delivery as soon as reasonably possible. Tell us promptly about missing, incorrect or damaged items, quoting your order or invoice number if available. Photographs of the goods and packaging can help us investigate. Where possible, note visible damage with the carrier and retain packaging while the issue is assessed.

Signing for a delivery does not mean that you have accepted a hidden fault or waived your legal rights. There is no automatic three-day cut-off for a consumer’s faulty-goods claim. A receipt is helpful, but other reasonable proof of purchase may be used.

7. Consumer cancellation: changing your mind

If you buy as a consumer online or by telephone, you normally have a statutory right to cancel without giving a reason. The exceptions are explained in section 9.

You can cancel before delivery or within 14 days starting the day after you receive the goods. If goods from one order are delivered separately, the period normally starts the day after you receive the last item, lot or piece.

To cancel, tell us clearly by email, telephone or post using the contact details in section 1. You may use the model cancellation form at the end of this page, but you do not have to. Send your cancellation notice before the cancellation period ends. Please include enough information to identify the order; an order number is helpful but is not compulsory.

Unless we agree to collect, send the goods back without undue delay and within 14 days after telling us that you are cancelling. Return them to Astral Hygiene Ltd, Charlesfield Industrial Estate, St Boswells, Scottish Borders, TD6 0HH, unless we agree another address. Contacting us first can help arrange the return, but our permission is not a condition of exercising your statutory cancellation right.

Please package returns suitably. Contact us for appropriate transport instructions before returning chemicals, leaking containers, machinery or other goods needing special handling. Do not send dangerous goods using an unsuitable postal or courier service.

8. Consumer cancellation: costs and refunds

You pay the direct cost of a change-of-mind return only where we informed you of that responsibility before the contract. For goods that cannot normally be returned by post, such as some heavy or palletised items, we must provide the return cost or a reasonable estimate before you order if you are to bear it. If we have not provided the required information, we will bear that cost.

When you cancel the whole order, we refund the price paid and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, we do not have to refund the additional amount for that choice.

Refunds are made without undue delay. If you cancel before dispatch, or we have offered to collect the goods, the refund is due within 14 days of being told of your cancellation. Otherwise, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier, and will refund within 14 days of that earlier event. We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee.

We do not charge a restocking fee for a consumer’s statutory cancellation. You may inspect goods as you reasonably would in a shop. We may reduce a refund for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, but only where the law allows and we supplied the required cancellation information. Opening ordinary packaging does not, by itself, remove your cancellation right.

9. Exceptions to consumer change-of-mind cancellation

The statutory cancellation right does not apply to certain goods, including:

• Goods made to your specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.
• Goods that become inseparably mixed with other items after delivery.

These exceptions apply only where the particular goods meet the legal conditions. A product is not automatically excluded merely because it is a cleaning or hygiene product, or because we ordered a standard item specially from a supplier. Any applicable exception should be made clear before purchase.

These exceptions concern changing your mind. They do not remove your rights if goods are faulty, incorrectly supplied or not as described.

10. Consumer rights when goods are faulty

Consumer goods must meet the standards required by the Consumer Rights Act 2015: they must be of satisfactory quality, fit for their agreed purpose and match their description. If goods do not meet those requirements, contact us so that we can arrange the appropriate remedy.

You normally have a short-term right to reject faulty goods for a refund within 30 days, subject to the rules for the particular goods and any repair or replacement requested during that period. After that, you will normally be entitled to a repair or replacement at no cost, within a reasonable time and without significant inconvenience. We may decline your chosen remedy if it is impossible or disproportionate compared with the alternative.

If a repair or replacement fails, is unavailable, or is not completed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund. Any deduction for use must be one the law permits.

We will cover reasonable return or collection costs where goods are faulty, not as described or incorrectly supplied by us. A refund following a valid rejection will be made without undue delay and within 14 days after we agree that you are entitled to it. Original packaging is not a condition of a statutory faulty-goods remedy.

These rights are against Astral Hygiene as the seller. A manufacturer’s warranty is additional protection and does not replace them. Faults caused by misuse, accidental damage or normal wear are different from goods failing to meet the required standards when supplied; we will consider the circumstances of each claim.

11. Returns for business purchases

Business purchases do not carry the consumer distance-selling right to cancel simply because you change your mind. Correctly supplied business goods may be returned only by prior written agreement. Please request any discretionary return within 30 days of delivery, with your order details and the reason for the request.

If we agree a discretionary return, we will confirm the goods’ required condition, the return arrangements and any charges before you proceed. Depending on the product and circumstances, an agreed restocking charge of up to 35% of the item price and return carriage may apply. No such discretionary charge applies to a remedy that we are legally obliged to provide because of our breach of contract.

Report faulty, damaged or incorrectly supplied business goods promptly so that we can investigate and agree the appropriate remedy under the contract and applicable law. The 30-day request period above applies to discretionary returns; it is not a blanket exclusion of legal claims for faulty goods.

12. Product information and safe use

Check the size, specification, pack quantity, compatibility and intended use before ordering. Contact us if you need clarification. Follow the manufacturer’s instructions, safety labels and relevant safety data sheets when storing, handling and using products.

Product photographs may show illustrative settings or packaging that later changes. This does not allow us to supply goods that materially differ from the agreed description without your agreement. General website advice does not replace product-specific safety instructions.

13. Our responsibility

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, a failure to have the right to sell the goods, or any other liability that cannot lawfully be excluded or limited.

For consumers, we are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or was contemplated by you and us when the contract was made. We do not use a general website disclaimer to remove your rights relating to the goods you buy.

For business purchases, any limitation contained in a separate written agreement applies only to the extent that it is lawful and satisfies any applicable reasonableness requirements.

14. Complaints and resolving problems

If something has gone wrong, contact sales@astralhygiene.co.uk, call 01835 824342, or write to our address in section 1. Please describe the problem, provide your order details where available and explain the outcome you are seeking.

We will investigate and explain our response. If a relevant alternative dispute resolution service or other dispute resolution arrangement is available, we will provide its details when communicating the outcome of a consumer complaint. Using our complaints process does not remove your right to seek independent advice or take legal action.

15. Privacy, cookies and marketing

Our Privacy Policy explains how we handle personal information, including information connected with orders, credit checks and telephone recordings, and how to exercise your data protection rights. Privacy enquiries can be sent to gdpr@astralhygiene.co.uk.

Accepting these sales terms does not provide blanket consent to marketing or to every use of your personal information. Entering a competition does not automatically subscribe you to marketing. Any marketing choices will be handled separately, and you can use the unsubscribe options in marketing messages.

You can review your cookie choices through the website’s Cookie Settings control. The Privacy Policy provides further information about cookies and related technologies.

16. Using our website

Please use the website lawfully and do not attempt unauthorised access, introduce malicious software or interfere with its operation. We may carry out maintenance or update the website. A change to the website does not cancel our obligations under an accepted order.

Website content, photographs, branding and other materials belong to Astral Hygiene or the relevant rights holders. You may view and print information for personal use or legitimate internal business purposes, including product selection, purchasing and safe use. You must not reproduce our content for resale, republish it as your own or misuse our branding without permission.

Links to external websites are provided for reference. Those websites operate under their own terms and privacy notices. We do not control their content, but this does not exclude responsibility that the law places on us.

17. Changes, governing law and courts

We may update these terms for future orders. The version supplied or made available when you order applies to that contract. A later website update does not retrospectively change an existing contract without your agreement, except where a change is required by law.

These terms are governed by Scots law. Business customers agree that disputes will be dealt with by the courts of Scotland. For consumers, this choice does not remove mandatory protections available under the law of the place where you live. Consumers living elsewhere in the UK may bring proceedings in the courts of their home part of the UK, as well as in Scotland where permitted. Any other mandatory rights concerning the appropriate courts remain unaffected.

Model cancellation form for consumers

Complete and send this form only if you wish to cancel a consumer distance contract. You may instead send any other clear statement of cancellation.

To: Astral Hygiene Ltd, Charlesfield Industrial Estate, St Boswells, Scottish Borders, TD6 0HH
Email: sales@astralhygiene.co.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:

Goods: ________________________________________

Ordered on (*) / received on (*): ____________________

Name of consumer(s): ____________________________

Address of consumer(s): __________________________
________________________________________________

Signature of consumer(s) (only if this form is sent on paper): ____________________

Date: ____________________

(*) Delete as appropriate.