Terms & Conditions

These are the terms and conditions on which we supply our products to you.

Please read these terms carefully before ordering with us. These terms tell you what you need to know about buying with us. If you think that there might be a mistake in these terms, please let us know. We may revise these terms and conditions without notice by posting revised terms and conditions of sale on our website. The terms and conditions posted on the website at the time you place your order will govern that purchase.

1. Who we are and how to contact us

1.1 Who we are. We are Azebraagency Limited – a company incorporated and registered in England and Wales.

1.2 How to contact us. You can contact us at customerbillow@gmail.com.

1.3 How we may contact you. If we have to contact you, we will send an email to the email address you provided to us when placing your order online.

2. Placing an order

2.1 How you can place an order. Orders are placed through our website billowestore. Once you’ve added the product(s) you’d like to your basket, you’ll go through our checkout procedure where you’ll need to enter your contact details, delivery and billing information. Please check your order (e.g., the product(s), size(s) and delivery address) before clicking the “complete order” button or the “pay now” button.

2.2 Acceptance of your order. Your order is an offer from you to us to buy the product(s) in your basket. After you place an order, you will receive an email from us confirming that we have received it. Our official acceptance of your order takes place when we email you to confirm we’ve dispatched your product(s). It’s at this point that a contract will come into existence between you and us. When we acknowledge your order, we’ll also confirm your order number. If you need to contact us about your order, you should quote this number.

2.3 Restrictions on placing orders. To order our products, you must be at least 18 years old and be authorised to use the payment method which you use to pay for the products you order. If you are under 18, you may place an order only with the involvement of a parent or guardian.

3. Our rights to cancel your order

3.1 If we cannot fulfil your order. In the unlikely event that we’re unable to fulfil your order (e.g., because the product is out of stock, we haven’t been able to verify the billing information you’ve provided, you have requested delivery to a country that we do not currently ship to, or there has been an error in the pricing or description of the product), we’ll let you know by email and we won’t charge you for the product.

3.2 Unusual or suspicious activity. We provide our products for your personal use only. We may cancel an order if we notice something unusual or suspect that our products are being exploited for any commercial, business or re-sale purpose. If this happens to you and you think we’ve made a mistake, get in touch with our customer service team through our online form at billowestore.

3.3 Suspending the supply of products. We may have to suspend the supply of a product to you to:

3.3.1 Deal with technical problems or make minor technical changes;

3.3.2 Update the product to reflect changes in relevant laws and regulatory requirements; and/or

3.3.3 Make changes to the product as notified by us to you.

4. Our products

4.1 What we provide. We provide the following products: airflow strap, foot wrap, pelvic floor trainer, leakproof pants, and hair identification spray.

4.2 Descriptions of our products. The pictures of our products (and packaging) on our website are for illustrative purposes only. We work to ensure that colours are displayed accurately, but we can’t guarantee that a device’s display of the colours exactly reflects those of our products.

5. Delivery

5.1 Delivery costs. All the information about our delivery charges are product specific can be found at checkout.

5.3 Additional charges. Any customs, duties or additional charges which apply to your order (if your order is delivered outside of the UK, for instance) will be your responsibility and are not included in the delivery costs.

5.4 When we will provide the products. When we deliver the products to you will depend on the delivery method you select during the order process, please refer to our delivery timings here: [link to delivery timings]. If you are buying products during promotional periods, it may take a little longer for our products to be delivered to you.

5.5 We are not responsible for delays outside our control. If delivery of the products to you is delayed by an event outside our control (e.g., because of postal/courier delays, logistics or bad weather), we’ll let you know as soon as possible. If there is a risk of substantial delay, you can contact us to cancel your order and we’ll refund you for any products you’ve paid for but not received.

5.6 If you are not available when the product is delivered. If no one is able to take delivery and the products cannot be posted through your letterbox, the courier will notify you of the delivery attempt and tell you how to rearrange delivery or collection of the products.

6. Your rights to end the contract

6.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract, as set out below. We’re under a legal duty to supply products that are in conformity with this contract and nothing in these terms will affect your legal rights.

6.2 If what you have bought is faulty or differs substantially from how it is described on our website you may have a legal right to end the contract (or to get the product replaced or to be given a refund). In this case, the return will be free in the United Kingdom provided you return the product to us within 30 days from the date you receive it.

6.3 If you want to end the contract because of one of the reasons set out below, the contract will end immediately, and we will refund you in full for any products which you have paid for but which have not been supplied to you. The reasons are:

6.3.1 We have told you about an upcoming change to the product or these terms which you do not agree to;

6.3.2 We have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed;

6.3.3 We have told you that supply of the products may be significantly delayed because of events outside our control;

6.3.4 We have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than four weeks; or

6.3.5 You have a legal right to end the contract because of something we have done wrong.

6.4 If you have changed your mind about the product. We offer a goodwill guarantee which gives you 30 days, to change your mind and receive a refund instead of the standard 14 days (which does not affect your legal rights in relation to faulty products). You have 30 days from the day you (or someone you nominate) receive the products to change your mind. If your products are split into several deliveries over different days, you have until 30 days after the day you (or someone you nominate) receive the last delivery to change your mind. In either case, you may need to pay the cost of the return as set out in our returns process at [link to returns process] or you can return the products direct to our physical store (but you'll need to bring your original order number with you to do this). Please note that some products can’t be returned, such as:

6.4.1 Leakproof underwear.

6.5 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 6.4), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for products is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.

7. How to end the contract with us (including if you have changed your mind)

7.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

7.1.1 Email us at customerbillow@gmail.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

7.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them