Terms Of Service
In force from 20 October 2026
Most online terms are written as a list of things the seller may do. This one is written differently, because a consumer contract in the United Kingdom is not a blank sheet. There are clauses a shop is simply not allowed to put in it — and the Consumer Rights Act 2015 does not merely discourage them. Under section 31 they have no effect at all, even if you tick a box agreeing to them.
So each part below opens with a clause that would have no effect, and then sets out what applies instead. The second half of each part is the actual term of your purchase. The first half is there so you can recognise, on any other website, a promise that was never a promise.
Who you are contracting with: Harwelton LTD, a company registered in England, trading as Harwelton. Full details are at the end.
What we sell: blankets and heating blankets. Heating blankets are mains-powered electrical goods, and two parts below apply to them specifically.
PART 1 — HOW THE CONTRACT IS MADE
A clause that would have no effect
"By browsing this website you agree to these terms."
Terms become binding when they are presented to you before you commit, in language you can read. A term buried in a page you never opened fails the fairness and transparency requirement in sections 62 and 68 CRA 2015, and a court may disregard it.
What applies instead
Browsing creates nothing. You can read every page here, add items to a basket and close the tab without entering into anything.
Your order is an offer. When you complete checkout you are offering to buy at the price shown. Payment is taken at that point, but the contract is not yet formed.
The contract forms when we send the dispatch confirmation. That email is our acceptance. If we cannot fulfil the order we tell you and refund in full — see Part 2.
The version that governs your order is the version in force on the day you placed it. We date this page at the top. If we change it later, your order is unaffected.
PART 2 — PRICE AND PAYMENT
A clause that would have no effect
"Prices are subject to change without notice."
Against a consumer, after the order is placed, no. A term that lets a trader raise the price after you have committed is in the list of potentially unfair terms at Schedule 2, paragraph 14 CRA 2015, and the Digital Markets, Competition and Consumers Act 2024 (which replaced the Consumer Protection from Unfair Trading Regulations on 6 April 2025) separately prohibits leaving mandatory charges out of the headline price.
What applies instead
The price at checkout is the price. Prices are in pounds sterling and include any VAT that applies. We do not add handling fees, order fees or card surcharges at the end, and UK delivery is free with no minimum spend — the total you approve is the total you pay.
Prices on the site can change for future orders. That is a different thing, and it never reaches an order already placed.
If a price is obviously wrong — a decimal in the wrong place, a £299 blanket listed at £2.99 — we may cancel the order before dispatch and refund you in full. We will never dispatch and then ask you for the difference. If we have already dispatched at the wrong price, the price you paid stands.
Payment is processed by our payment provider, not by us. We never see or store your full card number.
PART 3 — DESCRIPTIONS, PHOTOGRAPHS AND COLOUR
A clause that would have no effect
"We cannot guarantee that your monitor's display of any colour will be accurate, and we accept no responsibility for differences in appearance."
The first half is true. The second half is not available to us. Section 11 CRA 2015 makes it a term of the contract that goods match their description — and the description includes the photographs and the stated colour.
What applies instead
Screens vary, and that is a real limit. Two monitors will render the same grey differently, and so will daylight and a lamp. A modest difference between what you saw and what arrived is not a fault.
A wrong colour is a fault. If a blanket described as charcoal arrives in beige, the goods do not match their description and Part 6 applies in full. The difference between the two situations is not your problem to adjudicate: describe what you received and we will decide, and we decide in your favour where it is genuinely borderline.
What we state, we stand behind. Dimensions, composition, wash instructions and — for heating blankets — the information on the product page and the manufacturer's instructions. If we have got any of it wrong, tell us; we would rather correct a product page than argue about it later.
PART 4 — DELIVERY
A clause that would have no effect
"Risk passes to you when the goods are handed to the carrier."
Section 29 CRA 2015: in a consumer sale the goods remain at the trader's risk until they come into the physical possession of the consumer (or of someone you name to receive them). A term reversing that cannot be relied on.
What applies instead
The parcel is ours until you have it. Lost in transit, damaged in transit, delivered to the wrong address by the courier — all of that is ours to resolve, and we do not ask you to claim against the carrier.
Our stated times:
| Stage | How long | Counted from |
|---|---|---|
| Processing | 1–3 business days | the first business day after your order |
| Transit | 3–5 business days | the day of dispatch |
| Total | 4–8 business days | roughly 6–12 calendar days |
Transit is counted from dispatch, not from your order. Business days are Monday to Friday, excluding public holidays.
The legal backstop is 30 days. Where no delivery date has been agreed, section 28 CRA 2015 requires delivery without undue delay and in any event within 30 days of the contract. If we miss that, you may give us a further reasonable period, and if that also passes you may treat the contract as at an end and recover everything you paid. Where delivery by a particular date was essential and you told us so, you may end the contract straight away.
If we know we cannot deliver, we contact you and offer a refund. We do not use a new delivery estimate as a condition of giving your money back.
Items may arrive in separate parcels on different days, each with its own tracking. You never pay more because of it.
Deadlines for reporting a missing or stalled parcel are in the Delivery Policy.
PART 5 — CANCELLING: YOUR 30 DAYS
Two clauses that would have no effect
"Returns are accepted at our discretion and require prior authorisation." "A 20% restocking fee applies to items returned without the original packaging."
Neither survives. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a cancellation right that exists whether or not we approve it (reg. 29), and the only deduction permitted is for a diminution in value caused by handling beyond what is necessary to inspect the goods (reg. 34(9)). A fixed percentage is not a measurement of anything and cannot stand as one.
What applies instead
You have 30 days from the day you receive the goods to change your mind. The law gives 14. The remaining 16 are ours, on the same terms, and we do not treat them as a favour to be withdrawn.
No reason is needed and none is asked for. "I changed my mind", "it doesn't suit the room", "I ordered the wrong thing" — all complete. You do not have to justify it, and nothing about the explanation affects the outcome.
How to cancel: email us at support@harwelton.com with your order number, or use the form at the end of this document. Any clear statement is enough. We reply with the return address and a reference. You may also simply send the goods back, but do tell us first so we can match the parcel to your order.
Then you have 14 days to send the goods back, counted from the day you tell us. The deadline is met if the parcel is handed to the carrier within those 14 days — what matters is the date you post it, not the date it reaches us.
You pay the return postage. We will tell you the cost before you commit to it if you ask.
We refund within 14 days of receiving your cancellation notice, or of receiving the goods back, whichever is later (reg. 34(5)), to the payment method you used.
The refund includes what you paid for delivery. Since UK delivery is free, this normally makes no difference — but if a paid upgraded service ever applies, we refund the cost of our standard service.
You may unwrap and inspect the goods. Unfolding a blanket, feeling the weave, plugging a heating blanket in briefly to confirm it works — that is inspection, and it costs you nothing. Deductions arise only from use going beyond that — stains, odours, pet hair, damage — and when one applies we show you the calculation. We do not operate a percentage.
The one genuine exception: sealed goods that are not suitable for return for reasons of health protection or hygiene, where the seal has been broken after delivery (reg. 28(3)(b)). This reaches sealed items only. A blanket is not excluded from return because it is a blanket, and we do not treat it as such.
PART 6 — WHEN SOMETHING IS WRONG WITH THE GOODS
The clause that would have no effect — the important one
"All products are provided 'as is' and 'as available', without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties of merchantability, fitness for a particular purpose, durability and title."
That sentence appears in a great many UK online shops. Against a consumer it is void. Section 31 CRA 2015 expressly prohibits excluding or restricting the statutory terms about quality, fitness and description, and a term purporting to do so is not binding on you at all.
What applies instead
Your goods must be:
- of satisfactory quality — the standard a reasonable person would consider satisfactory, taking account of price and description, including appearance, finish, freedom from minor defects, safety and durability (s.9)
- fit for the purpose you made known to us (s.10)
- as described (s.11)
Those are terms of the contract. They are not a guarantee we have chosen to offer, which is why nothing we write can remove them.
Your remedies, in the order the Act sets them out:
| When | What you can require |
|---|---|
| Within 30 days of delivery | Reject the goods and receive a full refund — the short-term right to reject (ss.20, 22) |
| After 30 days | Repair or replacement, at your choice, within a reasonable time and without significant inconvenience, at our cost (s.23) |
| If that fails or is impossible | A price reduction, or the final right to reject for a refund (s.24) |
For the first six months, we have to prove the goods were sound. If a fault appears within six months of delivery it is treated as having been there at delivery unless we show otherwise (s.19(14)). We do not ask you to prove anything in that period, and we do not require a report or a photograph as a condition of acting.
You can act for six years. The limitation period for a claim is six years from the breach (Limitation Act 1980, s.5); in Scotland, five (Prescription and Limitation (Scotland) Act 1973). This is the window for bringing a claim, not a promise that goods last six years — but it is considerably longer than the 30 days or 12 months most shops imply.
We pay the return postage on anything faulty, and you choose between a replacement and a refund where the Act gives you that choice. We do not require the original packaging.
PART 7 — HEATING BLANKETS SPECIFICALLY
A clause that would have no effect
"The customer assumes all risk arising from the use of electrical products."
You cannot be made to assume the risk of goods that were unsafe when we sold them. Safety is part of satisfactory quality under s.9 CRA 2015; the Electrical Equipment (Safety) Regulations 2016 impose it on us as supplier; and Part I of the Consumer Protection Act 1987 makes a producer or supplier liable for damage caused by a defective product irrespective of fault.
What applies instead
A safety fault is never your fault. If a heating blanket overheats, scorches, smells of burning, trips a breaker or shows damaged wiring or a damaged controller, stop using it, unplug it, and contact us. We deal with it as a safety matter, not a returns query, and you keep every right in Part 6.
What we ask of you is only what the instructions say: use it as supplied, with its own controller, and follow the manufacturer's instructions on the product page and in the box. Misuse that damages the blanket is not a manufacturing fault — but we do not use "misuse" as a default answer. If there is a real question about cause, we examine it and explain our reasoning.
What we do not claim. We make no health or medical claims about heated products — not about circulation, pain, recovery, sleep or anything else. A heating blanket makes you warmer. That is the entire claim, and we make it deliberately narrow. If you have a medical condition, impaired sensation, or are buying for someone who may not notice overheating, ask a healthcare professional, not us.
PART 8 — OUR LIABILITY, AND WHAT WE CANNOT LIMIT
A clause that would have no effect
"In no case shall we be liable for any injury, loss or claim, or any direct, indirect, incidental or consequential damages of any kind."
Not in a consumer contract. Section 65 CRA 2015 prohibits excluding or restricting liability for death or personal injury resulting from negligence, and s.31 protects the statutory quality terms. Section 57 prevents us excluding liability for delivery and risk. A blanket exclusion of "any claim" cannot be relied on against you.
What applies instead
We are responsible for loss we cause by breaking this contract or by failing to use reasonable care — where that loss is a foreseeable result of our breach.
We never exclude or limit liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; the statutory terms about quality, fitness and description; liability for defective products under the Consumer Protection Act 1987; or anything else the law does not permit us to limit.
We are not liable for loss that was not foreseeable — a consequence neither of us could have anticipated — or for loss arising from your own failure to follow the instructions supplied with the product.
And a clause we have simply left out
The boilerplate version of this document contained a clause requiring you to indemnify us — to pay our legal costs if a third party made a claim connected to your use of the site. There is no such clause here. It is a wholly one-sided transfer of risk onto a private buyer of a blanket, and it is exactly the kind of term the fairness test in s.62 exists to catch.
There is also no clause declaring these terms to be the whole of our agreement. If a member of our team tells you something specific in writing about your order, that is part of your contract, and we do not get to disclaim it afterwards.
PART 9 — CHANGES TO THESE TERMS
A clause that would have no effect
"It is your responsibility to check this page periodically for changes. Your continued use constitutes acceptance."
A term allowing a trader to alter the contract unilaterally, without a valid reason stated in the contract, is in the grey list at Schedule 2, paragraph 10 CRA 2015. Silence is not consent, and an obligation to monitor a web page is not a commitment you ever made.
What applies instead
Your order is governed by the version in force when you placed it — the date at the top of this page. Nothing we publish afterwards changes a contract already made.
We do not ask you to monitor this page. If a change affects an order that is still open, we email you.
We keep the previous versions. Ask and we will send you the text that applied to your purchase.
PART 10 — USING THE WEBSITE
Four short points, in the same format.
"We reserve the right to refuse service to anyone for any reason." Not for any reason — the Equality Act 2010 prohibits refusing to serve someone on grounds of a protected characteristic. What applies: we may decline or cancel an order where we reasonably suspect fraud, where a pricing error has occurred, where stock is genuinely unavailable, or where an order appears to be for resale. We refund in full when we do, and we tell you why.
"You must be the age of majority." You must be 18 to order from us, or have a parent or guardian place the order. Heating blankets in particular should not be bought for a child's use without an adult supervising it.
"We are not responsible for third-party websites." Correct as far as it goes: links out are not under our control and their terms are theirs. But our own site is ours — if something on it is wrong, that is on us, and we want to hear about it.
"Any comments you send us become ours to use freely." If you send us a review, a photograph or a suggestion, we ask before publishing it and we attribute it as you ask. We do not claim a licence over your words by default. We also do not write or commission reviews, incentivise positive ones or remove negative ones that are genuine — Part 4 of the DMCCA 2024 prohibits fake and concealed-incentive reviews, and we would rather have an honest two-star review on the page.
Obvious prohibitions still apply: do not attempt to break into the site, scrape it, upload malicious code, impersonate someone else, or use it for an unlawful purpose.
PART 11 — COMPLAINTS, LAW AND COURTS
Complain to us first, and expect an answer. Email support@harwelton.com. You will have a reply within 2 working days, and if the matter cannot be resolved in that reply we tell you what we are doing and when we will come back to you.
If we cannot resolve it:
- Citizens Advice consumer service — free, independent advice on your rights: 0808 223 1133
- Trading Standards, via Citizens Advice, for matters involving trading practices
- The courts. The small claims track handles most consumer claims without a solicitor, and you can bring proceedings in the courts of the UK nation where you live.
We are not a member of an approved ADR scheme, and we say so plainly rather than listing a body we do not use. The EU Online Dispute Resolution platform closed on 20 July 2025 and no longer handles complaints — if another retailer still links to it, that link goes nowhere.
Governing law: these terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you keep the protection of the mandatory consumer law of your home nation and may bring proceedings in your local courts. The Consumer Rights Act 2015 and the 2013 Regulations apply across the whole United Kingdom in any event.
If any part of these terms is unenforceable, the rest continues to apply.
These terms do not affect your statutory rights. Not as a closing formality — as the organising principle of the whole document. Everywhere the two differ, the statutory position wins.
MODEL CANCELLATION FORM
(Schedule 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to use this form — any clear statement will do — but it is set out here because we are required to provide it, and because some people prefer a form.)
To: Harwelton LTD, St Ann's Road, Harrow, Middlesex HA1 1HS, United Kingdom — support@harwelton.com
I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:
- Goods ordered: ______________________________
- Order number: ______________________________
- Ordered on / received on: ______________________________
- Name of consumer(s): ______________________________
- Address of consumer(s): ______________________________
- Signature of consumer(s) (only if sent on paper): ______________________________
- Date: ______________________________
WHERE THINGS ARE WRITTEN DOWN
Delivery Policy — times, tracking, deadlines for reporting a problem, damaged parcels. Returns Policy — how to start a return, the return address, how refunds are calculated and when they arrive. Privacy Policy — what we hold, why, how long, and what you can require us to do with it.
CONTACT
| Store name | Harwelton |
| Company name | Harwelton LTD |
| Address | St Ann's Road, Harrow, Middlesex HA1 1HS, United Kingdom |
| support@harwelton.com | |
| Phone | +44 20 8424 2828 |
| Customer service hours | Mon–Fri: 09:00–17:00 |
| Sat & Sun | Closed |
| Response time | Within 2 working days |