Terms and conditions
PALMER.DIRECT Terms and Conditions
Last updated: 1 August 2026
These terms apply to consumer purchases made through PALMER.DIRECT.
PALMER.DIRECT is operated by:
Legal name: Jonathon Palmer
Trading as: Palmer Distribution and PALMER.DIRECT
Business address: Unit WS10, Preston Technology Centre, PR1 8UQ
Email: hello@palmerdistribution.co.uk
VAT number: GB497353741
References to "we", "us" or "our" mean the business identified above. References to "you" mean the customer.
These terms do not affect your statutory consumer rights.
1. Our store
We sell genuine branded products including health and beauty items, supplements, household products, pet products, toys and other consumer goods.
Unless specifically agreed otherwise, these terms apply to customers purchasing mainly for personal use. Separate terms may apply to wholesale, trade or business orders.
2. Placing an order
By submitting an order, you confirm that:
The information you provide is accurate.
You are authorised to use the selected payment method.
You are legally capable of entering into a contract.
You have reviewed the product, price, quantity and delivery information.
An order-confirmation email acknowledges that we received your order. It does not necessarily mean that we have accepted it.
A contract normally forms when we confirm dispatch or otherwise expressly accept the order.
We may refuse or cancel an order before dispatch where:
The product is unavailable.
Payment is declined or reversed.
We reasonably suspect fraud, abuse or resale contrary to an applicable promotion.
There is an obvious pricing or product-information error.
A legal or delivery restriction prevents fulfilment.
If we cancel after taking payment, we will issue a refund.
3. Products and descriptions
We take reasonable care to describe products accurately.
Packaging, branding, colour, ingredients or presentation may occasionally change where a manufacturer updates the product. The product received may therefore differ slightly from older photographs while remaining the same product or an updated version.
For food supplements, cosmetics, pet treats and similar products, always read the physical packaging before use. Ingredients, allergens, directions and warnings on the delivered packaging take priority where a manufacturer has updated them.
Please contact us before using a product if the packaging materially differs from the website description or you have concerns about ingredients or allergens.
4. Health and supplement information
Product descriptions are provided for general product information only. They are not medical advice and are not intended to diagnose, treat, cure or prevent a medical condition.
Follow the manufacturer's instructions and warnings. Seek advice from an appropriate healthcare professional where you are pregnant, breastfeeding, taking medication, managing a medical condition or uncertain whether a supplement is suitable.
Nothing in these terms limits our responsibility for selling products that meet applicable legal requirements.
5. Prices and VAT
Prices shown to consumers include VAT where applicable unless clearly stated otherwise.
Delivery charges and any additional costs will be displayed before the order is submitted.
We may change prices at any time, but changes will not normally affect an order already accepted.
Previous prices, recommended retail prices and competitor comparisons will only apply where shown on the relevant product page and may be subject to stated dates or conditions.
6. Payment
Payment must be made using a method available at checkout.
Your payment provider may conduct security checks or place a temporary authorisation against your account.
We are not responsible for charges imposed independently by your bank, card issuer or payment provider.
7. Delivery
Our normal UK delivery charge is:
£2.99 for qualifying baskets below £40.
Free UK delivery for qualifying baskets of £40 or more.
The qualifying amount is normally calculated after product discounts and before delivery charges. Gift cards, excluded products or free gifts may not contribute to the threshold.
Available delivery services, destinations and estimated times will be displayed at checkout.
Delivery dates are estimates unless we expressly agree a guaranteed date. Where no different period is agreed, online sellers are generally expected to deliver within 30 days.
You are responsible for supplying a complete and accurate delivery address.
If an order is returned because the address was incorrect, incomplete, inaccessible or the parcel was not collected, we may deduct reasonable additional delivery costs from any refund where permitted.
Risk passes to you when the goods are delivered to you or a person identified by you to receive them.
8. Free product promotion
Where the promotion is active:
Customers who spend at least £100 on qualifying products may choose one eligible product with a normal selling price of up to £10.
Eligibility is calculated after discounts and before delivery charges.
Gift cards, delivery charges, excluded products and the free product itself do not count towards the threshold.
Only products in the designated free-product selection qualify.
One free product is available per qualifying order.
Selection is subject to availability.
The gift has no cash alternative.
The promotion may not combine with every other offer.
The gift must be selected before checkout unless we state otherwise.
If you return products and the retained qualifying basket falls below £100, you must also return the free product unused and in its original condition. If you retain it, we may reduce the refund by its stated selling price, to the extent permitted by law.
We may amend or withdraw the promotion for future orders. This will not affect an order already accepted.
9. Subscribe and Save
Eligible products may be offered on a recurring subscription.
The product page and checkout will show:
The subscription price or discount.
The delivery frequency.
The amount and timing of recurring charges.
Applicable delivery charges.
How to manage or cancel the subscription.
Unless specifically stated otherwise:
Subscribe and Save provides 5% off the eligible product price.
Normal delivery charges and free-delivery thresholds continue to apply.
The subscription renews at the selected frequency.
Payment is charged automatically using the saved payment method.
One-time purchase remains available where shown.
You can manage, skip, pause or cancel through your customer account or by contacting us, subject to acting before the next order is processed.
Any future price change will be communicated before it applies where required. Cancelling a subscription does not automatically cancel an order that has already been processed or dispatched.
10. Your right to cancel an online order
For most products purchased online, you may cancel without giving a reason within 14 days beginning the day after delivery.
After notifying us, you normally have a further 14 days to return the goods.
To cancel, contact:
Email: hello@palmerdistribution.co.uk
Include your name, order number and the products being returned.
11. Change-of-mind returns
For a change-of-mind return:
You are responsible for returning the product safely.
You normally pay the return-delivery cost.
The product should be returned with its packaging, accessories and included items.
You may inspect the product as you reasonably would in a physical shop.
We may reduce the refund if handling beyond what was reasonably necessary has diminished its value.
We recommend using a tracked return service. Responsibility for the return remains with you until it reaches us.
12. Products excluded from change-of-mind cancellation
The cancellation right may not apply to:
Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed.
Products that deteriorate or expire rapidly.
Goods made to your specification or clearly personalised.
Goods that become inseparably mixed with other items after delivery.
Other products excluded by law.
This exception does not remove your rights where a product is faulty, damaged, unsafe or not as described. Sealed health or hygiene products can be excluded from change-of-mind returns once opened, but statutory remedies remain available for defective goods.
13. Refunds following cancellation
Where the cancellation right applies, we will refund:
The price paid for the returned goods.
The cost of the least-expensive standard delivery service offered by us, where legally required.
We do not have to refund the additional cost of premium or express delivery selected by you.
We may wait until we receive the returned goods or evidence that they have been sent back.
Refunds will normally be made to the original payment method within the legally required period.
14. Faulty, damaged or incorrect goods
Please contact us promptly if a product is:
Faulty.
Damaged in transit.
Unsafe.
Not as described.
Different from what you ordered.
We may request photographs, batch details or other reasonable information to investigate.
Where the goods do not conform to the contract, you may be entitled to a refund, repair, replacement or price reduction under the Consumer Rights Act 2015. Consumers generally have a 30-day short-term right to reject faulty goods, followed by further repair or replacement rights.
We will cover reasonable return costs for goods confirmed or reasonably alleged to be faulty, damaged or incorrect.
15. Promotions and discount codes
Promotions may:
Apply only to selected products or customers.
Require a minimum spend.
Exclude gift cards, subscriptions or certain categories.
Have an expiry date.
Be limited to one use per customer or order.
Be subject to stock availability.
Be non-combinable with other offers.
We may reject the misuse of discount codes, automated ordering, multiple-account abuse or other attempts to circumvent clearly stated promotional limits.
We will not retrospectively apply a promotion to an earlier completed order unless the promotion expressly says otherwise.
16. Returns involving promotional items
Where a discount depended on retaining a minimum basket value, returning part of the order may cause the remaining items to no longer qualify.
In that case, we may recalculate the refund to reflect the promotion that applies to the retained products, provided this was made clear and the calculation does not remove your statutory rights.
17. Reviews and user content
Where you submit a review, image or other content, you confirm that it:
Reflects your genuine experience.
Does not infringe another person's rights.
Is not unlawful, abusive, defamatory or misleading.
Does not contain unnecessary personal information.
You grant us permission to display and reproduce that content for operating and promoting PALMER.DIRECT. We may remove content that breaches these requirements.
18. Website availability
We aim to keep the website accurate and available, but we do not guarantee uninterrupted access.
We may update, suspend or withdraw parts of the website for maintenance, security, legal or operational reasons.
19. Liability
Nothing in these terms excludes or restricts liability where doing so would be unlawful, including liability for:
Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Breach of statutory consumer rights.
Any other liability that cannot legally be excluded.
We are responsible for foreseeable loss caused by our breach of these terms or failure to use reasonable care and skill.
We are not responsible for loss that was not reasonably foreseeable, or for business losses suffered by someone purchasing as part of a trade or business.
20. Events outside our reasonable control
We are not responsible for delays caused by events outside our reasonable control, including severe weather, carrier disruption, industrial action, supply interruption, cyber incidents or government restrictions.
We will take reasonable steps to minimise disruption and contact affected customers where appropriate.
21. Intellectual property
The PALMER.DIRECT name, website design, original text, graphics and other original content belong to us or our licensors.
Third-party product names, logos and trademarks belong to their respective owners. Their appearance does not imply that PALMER.DIRECT manufactures or is formally endorsed by those brands.
22. Changes to these terms
We may update these terms for future purchases. The version applying to an order is normally the version available when the order was submitted.
23. Complaints
Please contact:
Email: hello@palmerdistribution.co.uk
We will try to investigate and resolve complaints fairly and promptly.
24. Governing law
These terms are governed by the laws of England and Wales.
If you live elsewhere in the United Kingdom, you retain any mandatory consumer protections and may be entitled to bring proceedings in the courts covering the part of the UK where you live.