Terms of service

OVERVIEW

This website is operated by Aude Ltd trading as Neandertal (“we”, “us”, “our”). Throughout the site, the terms “you” and “your” refer to the user or customer.

By accessing our website or purchasing products from us, you agree to be bound by these Terms & Conditions (“Terms”), including any additional policies referenced herein or available by hyperlink, including our Shipping Policy and Refund Policy. These Terms apply to all users of the site.

If you do not agree to all of the Terms, you must not access the website or use our services.

1. ONLINE STORE TERMS

By agreeing to these Terms, you confirm that you are at least the age of majority in your country of residence, or that you have given consent for any minor dependents to use this site.

You may not use our products for any unlawful or unauthorised purpose, nor violate any applicable laws in your jurisdiction.

2. GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time, subject to applicable law.

You understand that content submitted by you (excluding payment information) may be transferred unencrypted across networks. Payment information is always encrypted during transmission.

3. PRODUCTS & AVAILABILITY

All products are subject to availability. We reserve the right to limit quantities or discontinue products at any time without notice.

Our fragrance products are classified as alcohol-based cosmetic goods, which may be subject to additional regulatory, transport, or customs requirements depending on the destination.

4. PRICES & PAYMENT

All prices are displayed in GBP unless otherwise stated.

Prices do not include:

  • Local taxes applicable outside the United Kingdom

Payment must be received in full before orders are processed or dispatched.

5. SHIPPING & DELIVERY (DAP)

Delivered At Place (DAP)

All international orders, including those shipped to the United States, are dispatched on a DAP (Delivered At Place) basis unless otherwise stated.

This means:

  • Import duties, tariffs, customs fees, and local taxes are not included in product prices or shipping charges.

  • Any such charges are the sole responsibility of the customer.

  • Neandertal does not calculate, collect, or control these charges.

Couriers or customs authorities may contact the recipient directly to request payment prior to delivery.

Customs Delays

Neandertal is not responsible for delivery delays caused by:

  • Customs inspections or clearance procedures

  • Regulatory controls applicable to alcohol-based cosmetic products

  • Incomplete or incorrect delivery or customs information provided by the customer

6. REFUSED DELIVERIES & UNPAID IMPORT CHARGES

If an order is refused, returned, abandoned, or not accepted due to unpaid duties, tariffs, customs fees, or taxes, the customer remains responsible for:

  • The original outbound shipping cost

  • Any return shipping cost charged by the courier

  • A £20 handling and administration fee

These amounts will be deducted from any refund issued. If the return and handling costs exceed the value of the order, the customer may be invoiced for the balance.

If the shipment is abandoned, destroyed, or not returned to us by the carrier, no refund will be issued.

7. NON-REFUNDABLE COSTS

In cases of refused delivery or unpaid import charges, the following costs are non-refundable:

  • Shipping charges (outbound and return)

  • Import duties, tariffs, customs fees, or taxes

  • Handling and administration charges (£20)

8. RETURNS & REFUNDS

Returns and refunds are governed by our Refund Policy, which forms part of these Terms.

For hygiene and safety reasons, opened or used fragrance products cannot be returned, except where goods are faulty or defective in accordance with applicable consumer law.

9. ACCURACY OF INFORMATION

We do not guarantee that information on this site is accurate, complete, or current. Any reliance on information provided on this site is at your own risk.

10. INTELLECTUAL PROPERTY

All content on this website — including text, images, product designs, logos, trademarks, and branding — is the property of Neandertal or its licensors and may not be reproduced, distributed, or exploited without prior written consent.

11. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Neandertal shall not be liable for any indirect, incidental, or consequential damages arising from the use of our products or services.

Nothing in these Terms limits or excludes your statutory rights under applicable consumer protection laws.

12. INDEMNIFICATION

You agree to indemnify and hold harmless Neandertal from any claim or demand arising out of your breach of these Terms or your violation of any law or third-party rights.

13. TERMINATION

These Terms remain effective unless terminated by either you or us. We may terminate access to our services if you breach any of these Terms.

14. GOVERNING LAW

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.

15. CHANGES TO TERMS

We reserve the right to update or replace any part of these Terms at any time. Changes will take effect upon posting to this page. Continued use of the website constitutes acceptance of any updates.

16. CONTACT INFORMATION

Questions about these Terms of Service should be directed to:

contact@neandertal.co.uk