Terms of service
BritRock Heaven
Last updated: 02/01/2026
These Terms of Service (also referred to as “Terms & Conditions”) govern your purchase and use of this website.
These Terms & Conditions (“Terms”) govern your use of the BritRock Heaven website and the purchase of any products from us. By accessing our website or placing an order, you agree to be bound by these Terms, together with our Shipping Policy, Refund Policy, and Privacy Policy. These documents together form the agreement between you and BritRock Heaven.
1. ABOUT US
BritRock Heaven is an online retail store operating from the United Kingdom.
Contact email: contact@britrockheaven.com
Business address: 9 Buttermere Court, Selby, North Yorkshire, YO8 4BD, United Kingdom
These Terms are governed by the laws of England and Wales.
2. ELIGIBILITY AND USE OF THE WEBSITE
By using this website or placing an order, you confirm that you are at least the age of majority in your country of residence and that you are legally capable of entering into a binding contract.
You agree not to use our website or products for any unlawful, fraudulent, or unauthorised purpose, and you must not violate any applicable laws when using our services.
3. PRODUCTS AND PRINT-ON-DEMAND MODEL
BritRock Heaven operates on a print-on-demand and made-to-order basis.
Products are produced specifically for each individual order. Items are not mass-produced or held in stock. Production may begin shortly after checkout.
By placing an order, you acknowledge that this production model affects cancellation, amendment, and return eligibility.
4. ORDER ACCEPTANCE, CANCELLATION AND AMENDMENTS
An order is considered accepted once it enters production.
Orders cannot be cancelled or amended once production has begun, unless explicitly agreed by us in writing. Refunds are only available prior to dispatch where production has not started.
We reserve the right to refuse, cancel, or limit orders at our discretion, including where we suspect fraud, pricing errors, or operational issues.
5. DELIVERY TIMEFRAMES AND ESTIMATES
All dispatch and delivery times shown on our website, at checkout, or in order confirmation emails are estimates only and are not guaranteed.
Production typically takes between two and five working days. Delivery times depend on the courier and destination. Delivery timeframes begin from the dispatch date, not the order date.
We do not guarantee delivery by a specific date, including but not limited to birthdays, events, holidays, or seasonal periods such as Christmas.
6. SEASONAL AND PEAK PERIODS
During peak periods such as Christmas, Black Friday, and major sales events, production times may be longer and courier delays are more likely due to increased demand.
Orders placed during these periods are accepted on the understanding that delays may occur and do not automatically qualify for refunds. Orders intended for Christmas delivery are placed at the customer’s risk unless a delivery guarantee has been expressly agreed by us in writing prior to purchase.
7. SHIPPING RESPONSIBILITY AND ADDRESS ACCURACY
Customers are responsible for providing a complete and accurate delivery address at checkout.
We are not liable for failed delivery due to incorrect or incomplete address details, or for delays caused by courier networks, weather conditions, customs processing, or other factors outside our control.
Once an order has been dispatched, responsibility for delivery transfers to the courier.
8. DELIVERED BUT NOT RECEIVED
If courier tracking shows an order as delivered, including photographic or GPS confirmation where available, this is considered proof of fulfilment.
If an order is marked as delivered but not received, customers are required to check with neighbours, household members, or designated safe places, and allow time for a courier investigation.
BritRock Heaven is not responsible for parcels that are lost, stolen, or misplaced after delivery has been confirmed by the courier.
9. LOST OR DAMAGED ITEMS
Customers must inspect their order upon receipt and contact us promptly if an item is damaged, defective, or incorrect. Clear photographic evidence may be required to assess the issue.
If a parcel is confirmed as lost in transit by the courier, a replacement or reprint will be offered where possible. Refunds are only issued if a replacement is not possible. Courier investigations must be completed before a refund or replacement can be considered, unless otherwise required by law.
10. RETURNS AND REFUNDS
We offer a thirty-day return period from the date of delivery for eligible items.
Returned items must be unused, unworn, and in their original condition and packaging. Proof of purchase is required. Returns must be requested and approved before items are sent back. Items returned without prior approval will not be accepted.
Custom or personalised products and made-to-order special requests are non-returnable unless faulty or damaged.
Approved refunds are issued to the original payment method within ten business days after inspection and approval. Banks and card providers may take additional time to process and post funds.
11. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
If an order is shipped into the European Union, you may have the right to cancel or return your order within fourteen days, subject to statutory exceptions for personalised or made-to-order goods.
12. MISSED OCCASIONS
Orders that arrive after a specific date, including birthdays, holidays, or events, do not automatically qualify for refunds where no delivery guarantee was provided.
13. PAYMENT DISPUTES, PAYPAL CLAIMS AND CHARGEBACKS
Customers are encouraged to contact us at contact@britrockheaven.com to resolve any issues before initiating a chargeback or payment dispute.
If a dispute is raised, we reserve the right to submit relevant evidence to the payment provider, including order confirmation details, dispatch confirmation, courier tracking information, delivery confirmation, customer communications, and evidence of acceptance of these Terms.
Chargebacks raised for delivery delays during peak periods, where estimated timeframes were clearly communicated, may be contested.
14. LIMITATION OF LIABILITY
To the fullest extent permitted by law, BritRock Heaven shall not be liable for indirect, incidental, or consequential losses.
Our total liability in connection with any order shall not exceed the value of the order placed.
Nothing in these Terms limits your statutory rights under applicable consumer protection laws, including the UK Consumer Rights Act 2015.
15. PRIVACY AND DATA PROTECTION
Personal information is processed in accordance with our Privacy Policy, which forms part of these Terms.
16. CHANGES TO THESE TERMS
We reserve the right to update or modify these Terms at any time. Continued use of the website or placement of orders after changes are published constitutes acceptance of the updated Terms.
17. GOVERNING LAW AND JURISDICTION
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
18. CONTACT
For questions regarding these Terms & Conditions, please contact:
