Last updated: 13/08/2026
These Terms and Conditions form the contract between you and EG
STORE (“we”, “us”, “our”). By using our website or placing an order
with us, you agree to these Terms and Conditions.
1. About us
EG STORE is the trading name of EG STORE LTD, a company registered in England and Wales under company number 13055610.
Trading address: Unit 9, The High Cross Centre, Fountayne Road, London, N15 4BE
Email: cs@egstore.co.uk
Contact us
VAT registration number: GB372393091
Website: www.egstore.co.uk
If any of these details change, the current details published on our website will apply.
2. Definitions
In these Terms and Conditions:
“Carrier” means any person or business contracted by us to deliver Goods to you.
“Goods” means the physical products offered for sale by us through our website.
“Order” means an order placed by you for Goods through our website.
“Our Website” means the website operated by EG STORE, including its associated pages and checkout.
“You” and “your” mean the person placing an Order or using Our Website.
“Consumer” means an individual acting for purposes wholly or mainly outside that individual’s trade, business, craft or profession.
3. General
3.1 These Terms and Conditions apply to all Orders placed through Our Website.
3.2 You should read these Terms and Conditions carefully before placing an Order and retain a copy for your records.
3.3 If you do not agree with these Terms and Conditions, you should not use Our Website or place an Order.
3.4 These Terms and Conditions do not affect your statutory rights.
3.5 We may update these Terms and Conditions from time to time. The version applying to your Order will normally be the version displayed on Our Website at the time you place the Order, unless a change is required by law.
3.6 If you place an Order on behalf of another person or organisation, you confirm that you have authority to do so.
4. Products and product information
4.1 We take reasonable care to ensure that product descriptions, photographs, prices and other information displayed on Our Website are accurate.
4.2 Product images are for illustration and may vary slightly from the Goods supplied, particularly in relation to packaging, colour, labelling or other manufacturer changes.
4.3 We do not guarantee that every product shown on Our Website will always be available.
4.4 If a product becomes unavailable after you place an Order, we will contact you and, where appropriate, offer you the choice of an alternative product or a refund.
4.5 Where a manufacturer changes packaging, ingredients, specifications or other product information, the product supplied may differ from an earlier image or description. We will not knowingly supply Goods that materially differ from the description given at the time of purchase.
5. Placing an Order and formation of the contract
5.1 When you submit an Order through Our Website, you are making an offer to purchase the Goods.
5.2 After you place an Order, we will normally send an acknowledgement confirming that we have received it. This acknowledgement does not necessarily mean that your Order has been accepted.
5.3 Our contract with you is formed when we dispatch the Goods.
5.4 We may decline an Order before the contract is formed, including where:
- the Goods are unavailable;
- there is an obvious pricing or product description error;
- we are unable to obtain payment authorisation;
- delivery to the requested destination is unavailable; or
- we reasonably suspect fraudulent or unauthorised activity.
5.5 If we decline an Order after payment has been taken, we will refund the amount paid using the original payment method where reasonably possible.
5.6 Once a contract has been formed, we will fulfil the Order in accordance with these Terms and Conditions.
6. Prices
6.1 The price payable for the Goods is the price displayed on Our Website at the time you place your Order.
6.2 Unless expressly stated otherwise, prices include VAT where VAT is applicable.
6.3 Delivery charges are additional unless the product or Order expressly states that delivery is included. The applicable delivery charge will be shown before you submit payment.
6.4 We take reasonable care to ensure that prices are correct. If we discover an obvious pricing error before dispatch, we may contact you and give you the option to place the Order at the correct price or cancel the Order.
6.5 If a promotional price is subject to conditions, those conditions will be displayed with the promotion.
7. Payment
7.1 Payment must be made using the payment methods made available at checkout.
7.2 Our payment processing provider is currently Stripe.
7.3 We do not normally receive or store your full payment card details on our own systems where payment is processed by an external payment service provider.
7.4 Payment transactions may be subject to the terms, conditions and privacy notices of the relevant payment service provider.
7.5 An Order will not normally be dispatched until payment has been successfully authorised and received, unless we have expressly agreed otherwise.
7.6 If a payment is reversed, declined, charged back or otherwise not received by us, we may suspend fulfilment or require payment before dispatch.
8. Delivery
8.1 We deliver to United Kingdom only.
8.2 The available delivery options, charges and estimated delivery times will be shown before you place your Order.
8.3 Unless a different period is agreed with you, we will deliver the Goods without undue delay and, in any event, no later than 30 days after the contract is formed.
8.4 If we cannot deliver within the agreed period, we will contact you and, where required by law, you may have the right to cancel the contract and receive a refund.
8.5 Delivery will be made to the address supplied with your Order.
8.6 You are responsible for providing an accurate and complete delivery address.
8.7 If a Carrier is unable to deliver because the address is incorrect, incomplete or inaccessible, additional delivery arrangements or charges may apply where permitted by law.
8.8 Delivery dates and times given by a Carrier are estimates unless we expressly agree otherwise.
8.9 Where an Order is delivered in separate parcels, the cancellation period for consumer rights will be calculated in accordance with applicable law.
8.10 We may use third-party delivery companies to fulfil Orders.
9. Risk and ownership
9.1 For a Consumer, the Goods remain at our risk until they come into the physical possession of the Consumer or a person identified by the Consumer to take possession of them, other than the Carrier.
9.2 For business customers, risk passes in accordance with the applicable contract and, unless otherwise agreed in writing, on delivery to the delivery address or Carrier.
9.3 Ownership of the Goods passes to you when we have received full payment for the Goods and the Goods have been delivered to you, unless applicable law provides otherwise.
10. Consumer cancellation rights
10.1 If you are a Consumer buying Goods online, you normally have a statutory right to cancel your contract without giving a reason.
10.2 For Goods, the normal cancellation period ends 14 days after the day on which you, or a person you nominate other than the Carrier, physically receives the Goods. Where an Order contains multiple Goods delivered on different days, the cancellation period normally runs from receipt of the last Goods.
10.3 To exercise your right to cancel, you must inform us of your decision by a clear statement, such as by email or post, before the cancellation period expires.
10.4 You may use the model cancellation form at the end of these Terms and Conditions, but you do not have to use it.
10.5 After cancelling, you must return the Goods to us without undue delay and normally no later than 14 days after telling us that you wish to cancel.
10.6 Unless the Goods are faulty, incorrect or otherwise our responsibility, you are normally responsible for the direct cost of returning Goods when you exercise the statutory cancellation right, unless we have agreed to bear that cost.
10.7 You are responsible for any diminished value resulting from handling the Goods beyond what is necessary to establish their nature, characteristics and functioning, to the extent permitted by law.
10.8 We will refund the payments due to you without undue delay and normally within 14 days of the relevant statutory event. For returned Goods, we may withhold the refund until we receive the Goods or you provide evidence that you have returned them, whichever occurs first.
10.9 Where required by law, the refund will include the cost of the basic delivery option originally selected by you. We are not required to refund additional delivery costs resulting from your choice of a more expensive delivery method.
11. Exceptions to the statutory cancellation right
The statutory cancellation right does not apply in certain circumstances. Depending on the Goods concerned, this can include:
- sealed Goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
- Goods made to your specifications or clearly personalised;
- Goods which, by their nature, become inseparably mixed with other items after delivery; and
- other Goods or circumstances where an exemption applies under applicable law.
Where an exemption applies, we will identify it to you as required by law.
12. Returns procedure
12.1 To arrange a return, contact us at cs@egstore.co.uk or follow the returns procedure published at www.egstore.co.uk/return-refund-policy.
12.2 Please provide your Order number, the Goods concerned and the reason for the return where applicable.
12.3 Goods returned under the statutory cancellation right should be securely packaged.
12.4 Where a return is being made because Goods are faulty, damaged, incorrect or not as described, contact us before returning them where reasonably possible so that we can provide appropriate instructions.
12.5 We may require reasonable information or photographs to help identify a problem before arranging a return. This does not limit your statutory rights.
13. Faulty, damaged or incorrect Goods
13.1 We are responsible for supplying Goods that conform to the contract and meet the requirements imposed by applicable consumer law.
13.2 If you are a Consumer and Goods are faulty, not as described, not of satisfactory quality or not fit for purpose, you may have statutory remedies including repair, replacement, price reduction or rejection, depending on the circumstances and applicable law.
13.3 Consumers generally have a short-term right to reject faulty Goods within 30 days, subject to the rules and exceptions in the Consumer Rights Act 2015.
13.4 If Goods are faulty after the initial 30-day period, different statutory remedies may apply. We will deal with the issue in accordance with applicable law.
13.5 Nothing in these Terms and Conditions removes or reduces your statutory rights.
13.6 If Goods arrive visibly damaged, please contact us as soon as reasonably possible. If the Carrier’s procedure requires evidence of damage, we may ask you for photographs or other reasonable information.
13.7 If you receive the wrong Goods, contact us and we will arrange an appropriate remedy.
14. Business customers
14.1 If you purchase Goods wholly or mainly for business purposes, the consumer cancellation provisions in sections 10 and 11 may not apply.
14.2 Business customers should inspect Goods promptly after delivery and notify us of any apparent shortage, damage or defect as soon as reasonably practicable.
14.3 Any agreed business return or warranty terms will apply in addition to these Terms and Conditions where expressly agreed in writing.
14.4 Nothing in this section limits any liability or obligation that cannot lawfully be excluded or restricted.
15. WEEE electrical and electronic Goods
15.1 This section applies only where EG STORE sells electrical or electronic equipment to which the Waste Electrical and Electronic Equipment Regulations apply.
15.2 Where required by law, we will provide customers with appropriate information about the disposal or take-back of waste electrical and electronic equipment.
15.4 We will comply with applicable WEEE obligations, including any required take-back arrangements.
16. Website use and accounts
16.1 If you create an account, you must provide accurate and up-to-date information.
16.2 You are responsible for keeping your account credentials confidential and for taking reasonable steps to prevent unauthorised access.
16.3 You must notify us promptly if you believe that your account has been accessed without your permission.
16.4 We may suspend or terminate an account where we reasonably believe that it is being misused, used fraudulently or in breach of these Terms and Conditions.
17. Prohibited website use
You must not use Our Website to:
- commit or facilitate any unlawful activity;
- attempt to gain unauthorised access to the website, its systems or another person’s account;
- introduce malware, viruses or other harmful code;
- interfere with the operation or security of Our Website;
- impersonate another person or business;
- use Our Website to transmit material that is unlawful, threatening, defamatory, obscene or otherwise prohibited by law;
- scrape, copy or systematically collect product information, prices or other website data except where permitted by law; or
- infringe our intellectual property rights or those of another person.
18. User reviews and content
18.1 If Our Website allows customers to submit reviews, comments, photographs or other content, you remain responsible for the content you submit.
18.2 You must not submit content that is unlawful, fraudulent, defamatory, discriminatory, threatening, obscene, misleading or infringing of another person’s rights.
18.3 You must not submit content that impersonates another person or falsely suggests that you have a relationship with EG STORE.
18.4 We may remove or decline to publish content that breaches these Terms and Conditions or applicable law.
18.5 You retain ownership of content you submit, but by submitting it for publication on Our Website you grant us a non-exclusive, royalty-free licence to use, reproduce, display and distribute that content for the purposes of operating and promoting Our Website, subject to applicable data protection and other laws.
19. Privacy and personal data
19.1 We process personal information in accordance with our Privacy Policy.
19.2 Our Privacy Policy explains what personal information we collect, why we collect it, how we use it, who we may share it with, how long we retain it and the rights available to individuals.
19.3 Our Privacy Policy is available at: www.egstore.co.uk/privacy-policy.
19.4 We may use third-party service providers to provide payment processing, delivery, website hosting, fraud prevention, customer support, analytics and other services necessary to operate the store.
19.5 Where we use third-party providers, personal data will be handled in accordance with applicable data protection law and our Privacy Policy.
19.6 Nothing in these Terms and Conditions is intended to constitute your consent to processing of personal data where consent is not the appropriate legal basis. Our Privacy Policy explains the relevant lawful bases for processing.
20. Website availability and security
20.1 We aim to keep Our Website available and secure, but we cannot guarantee that it will always be available, uninterrupted or free from errors.
20.2 We may temporarily suspend access for maintenance, security, updates or other operational reasons.
20.3 You must not attempt to bypass security measures or interfere with the operation of Our Website.
20.4 If you believe you have identified a security vulnerability, please contact us at cs@egstore.co.uk.
21. Intellectual property
21.1 Unless otherwise stated, the intellectual property rights in Our Website and its content, including text, graphics, logos, product photography, design, software and other materials, belong to us or our licensors.
21.2 You may view and use Our Website for your personal or legitimate business purchasing purposes.
21.3 You must not reproduce, modify, distribute, sell, republish or commercially exploit our website content without our written permission, except where permitted by law.
21.4 Product names, logos and trademarks belonging to manufacturers and other third parties remain the property of their respective owners.
22. Liability
22.1 Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful.
22.2 In particular, nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
22.3 If you are a Consumer, nothing in these Terms and Conditions affects your statutory rights or remedies.
22.4 If you are a business customer, subject to clause 22.2 and to applicable law, EG STORE will not be liable for any indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of anticipated savings or loss of goodwill.
22.5 Subject to clause 22.2, EG STORE’s total aggregate liability to a business customer arising out of or in connection with an Order shall not exceed the total price paid by the business customer for the Goods under that Order, except where such limitation would be unlawful or unenforceable.
22.6 We are not responsible for losses caused by events or circumstances outside our reasonable control, subject to applicable law.
23. Indemnity – business customers
23.1 This section applies to business customers only.
23.2 A business customer agrees to indemnify EG STORE against reasonable losses, liabilities, costs and expenses incurred by EG STORE as a direct result of:
- the business customer’s unlawful or fraudulent use of Our Website;
- material supplied or submitted by the business customer that infringes the intellectual property rights of another person; or
- the business customer’s deliberate or material breach of these Terms and Conditions.
23.3 This indemnity does not apply to the extent that the loss, liability, cost or expense was caused by EG STORE’s own breach, negligence or unlawful conduct.
23.4 This section does not apply to Consumers.
24. Complaints
24.1 We aim to deal with complaints promptly, fairly and reasonably.
24.2 If you have a complaint about an order, product or service provided by EG STORE, please contact us by email at cs@egstore.co.uk.
24.3 To help us investigate your complaint, please provide your name, Order number where applicable, details of the issue and the outcome you are seeking.
24.4 We will acknowledge and investigate your complaint and aim to respond within a reasonable period. Where additional time is required to investigate the matter, we will keep you informed.
24.5 If we are unable to resolve your complaint directly, any further dispute will be dealt with in accordance with the Dispute Resolution section of these Terms and Conditions.
25. Dispute resolution
25.1 We encourage you to contact us first so that we can try to resolve any dispute informally.
25.2 Where appropriate, we may agree with you to use mediation or another form of alternative dispute resolution.
25.3 Nothing in this section prevents a Consumer from exercising any statutory right or bringing proceedings where legally entitled to do so.
26. Communications
26.1 We may communicate with you by email or other electronic means using the contact details supplied with your Order or account.
26.2 You are responsible for ensuring that the email address and other contact details supplied to us are accurate.
26.3 Electronic communications may be used to provide Order confirmations, dispatch notifications, refunds, service messages and other information relating to your Order.
27. General
27.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
27.2 No failure or delay by us in exercising a right or remedy will constitute a waiver of that right or remedy.
27.3 You may not transfer your rights or obligations under these Terms and Conditions without our written consent, except where applicable law permits otherwise.
27.4 We may transfer our rights and obligations under these Terms and Conditions as part of a sale, restructuring or transfer of our business, provided that your rights are not adversely affected where the law prevents such an effect.
27.5 These Terms and Conditions, together with the Order information, Privacy Policy and any other terms expressly incorporated into the contract, form the agreement between you and us concerning the purchase of Goods.
28. Governing law
28.1 These Terms and Conditions and any contract between you and us are governed by the laws of England and Wales.
28.2 If you are a Consumer, you will also have the protection of any mandatory consumer protection laws applicable in the part of the UK in which you live, where those laws cannot lawfully be excluded.
28.3 The courts of England and Wales will have jurisdiction, subject to any mandatory rights a Consumer may have to bring proceedings in another jurisdiction.
Notice of statutory right to cancel
Your right to cancel
If you are a Consumer and you purchase Goods from us online, you
normally have a statutory right to cancel the contract within 14 days
without giving a reason.
For Goods, the cancellation period normally ends 14 days after the day
on which you, or a person you nominate other than the Carrier, receives
the Goods.
If your Order contains multiple Goods delivered on different days, the
cancellation period normally ends 14 days after the day on which you
receive the last Goods.
To exercise your right to cancel, you must inform us of your decision by
a clear statement before the cancellation period expires.
You can contact us by:
Email: cs@egstore.co.uk
Post: Unit 9, The High Cross Centre, Fountayne Road, London, N15 4BE
Contact us
You may use the model cancellation form below, but this is not
mandatory.
Model cancellation form
To: EG STORE, EG STORE LTD, cs@egstore.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the
following Goods:
Goods: [insert description]
Order number: [insert order number]
Ordered on: [date]
Received on: [date]
Name of consumer(s): [name]
Address: [address]
Signature: __________________________
(only if this form is notified on paper)
Date: [date]