Accept Cookies?
Provided by OpenGlobal E-commerce

Terms & Conditions of Sale

Please read these terms of sale carefully. You will be asked to expressly agree to these terms of sale before you place an order.

1. Who are we

The KeeDiet® is a subsidiary company of GOLO Carb UK Ltd a Private Limited Company registered in England & Wales.  Company Registration Number is 7381240

Our Registered Address is GOLO Carb UK Ltd, 92 Station Road, Essex, CO15 1SG

Applicable Vat Registration Number: GB977 359 262

 

You can contact us by telephone on 01255 317121 between 9am to 3.30pm, Monday - Friday

Golo Carb UK Ltd

Atlantic Unit 30

Brunel Road

Gorse Lane Ind Estate

Essex

CO15 4LU

You can contact us by email from here or send us your message to sales@thekeediet.co.uk.  We aim to respond to all emails within 2 hours inside business operating hours.  An out of office hours off-site Support Service is also provided, which operates Saturday and Sunday and evenings, our support team aim to respond within 24hours.

2. VAT

GOLO Carb UK Ltd (The KeeDiet®) offers a Business to Consumer Service, and as such we choose not to display VAT as a separate entity on our website or invoicing.  VAT is applicable on some of our products, Bars, Wafers and some Accessories and if applicable the individual product details will state “Vat Included”.

If you are buying for a business or have reason to reclaim the cost of any VAT you can contact us for a VAT receipt.  We will require your valid VAT Registration Number.

3. Medical Statement

GOLO Carb UK Ltd (The KeeDiet®) requires clients to check the suitability of a Very Low Calorie Diet (VLCD) with the Doctor prior to ordering from our website.  At Registration you are provided with two check boxes, the first will ask you to confirm you have read our Terms & Conditions, the second that you have read and agree to our Medical Guidance Statement.  By checking and placing your order you are confirming that you have checked the suitability of your chosen programme and use of our products, that you are in good health and your weight loss choice has been approved by your Doctor.

Recommendations on this website, in personal consultation by phone, email, or otherwise, are at the client’s discretion and sole risk.  The information offered is intended for people in good health, anyone with a medical condition, taking prescribed medication should see a Doctor prior to starting a diet or exercise program. 

We recommend even if you know that you have no health problems, it is still advisable to consult your Doctor before embarking on changing your lifestyle.  The staff at GOLO Carb UK Ltd and The KeeDiet® are not medically trained Doctors.  Advice offered is from training in the diet industry, and practical application dealing with the needs of our clients and our own health.  Any recommendations we make regarding diet, supplements, herbal or nutritional treatments is provided as guidance only and must be discussed with your Doctor.

See Medical Disclaimer Information here

4. Payment Security

At GOLO Carb UK Ltd security is our priority, as such we invest in industries most advanced server monitoring and reporting system.  Our dedicated web server is scanned daily by both Verisign and McAfee Secure for signs of any spyware, malware or server vulnerabilities, we also follow and comply with the PCI / DSS recommendations.  Our system or staff do not store any client’s personal banking details, card details or card information. Payment details must be input each time you make a purchase with us. 

All card payments are processed by either CardSave or PayPal both have full PCI DSS compliance and hold the highest level of server security available. 

 4.1 ~ CardSave 3D Secure - Checkout First Payment Box: Most Credit / Debit Cards

At checkout using the first payment box for your transaction you can choose to pay via Credit or Debit card, once you have input your personal details you will be transferred to CardSave to complete a 3DSecure password and address check.  At registration you were asked to provide your Billing Address this should be the address your credit/debit card statement is delivered to. Shipping Address is a preferred delivery address which may be different and you may hold 5 different delivery addresses on your account. 

If experiencing a problem with your payment, or you don’t have 3D Secure set up on your Credit/Debit card you may find using the second payment box easier as PayPal is the clearing bank.

4.2 ~ Paypal Clearing Bank Services - Checkout Second Payment Box: Most Credit / Debit Cards

Using the second payment box to make payment you will elect to use PayPal a secure payment system and also accepting Credit / Debit cards. 

4.3 ~ PayPal Logo Button: PayPal Account

You may also pay using funds from your PayPal account via the PayPal Logo Button which will transfer you to their website for access and payment confirmation.  

5. Edit your Order

If you have placed an order and realise a mistake, simply call us on 01255 317121 as soon as possible and we are happy to make any necessary changes.  Our emails are checked constantly throughout the day, but as orders are processed very quickly your email request may be missed before your parcel is processed and dispatched.  If you notice the error during out of office hours, email us with your requested changes and your email will be opened on us opening for business.

Either way we will confirm and keep you updated. Unfortunately if your order has already been dispatched, we are unable to modify or change your order without recalling your parcel which will involve a new delivery cost. (Please see 5.Cancelling your order and/or 6.Returns below)

6. Cancelling your order

6.1  ~ Consumers:  We operate a very quick order processing service, and are not always able to cancel your order.  If after placing your order you wish to cancel, simply call us on 01255 317121 or as soon as possible and hopefully before we dispatch, providing us with all the relevant order details.

If we are not available to take your telephone call, please email us sales@thekeediet.co.uk marking your request as urgent with all the relevant order details. Our emails are checked regularly throughout business hours, although we can not guarantee that we will be able to cancel your order before dispatchment.  If your order has not yet been dispatched there is no charge for cancellation and a full refund will be provided.  If your order has already been dispatched, then unfortunately we are unable to cancel your order.  We will firstly try to retrieve your parcel and if successful there is generally no return postal fee incurred.

If your parcel/order has been dispatched and either retrieved, you refused delivery at the door or the parcel/order has been left or delivered, it becomes a "Return" and conditions below are followed.  The consumer is responsible for the cost of the booked delivery fee, any return postage fees incurred plus a 10% administration fee based on the cost of goods ordered. 

We will of course keep you informed and updated throughout the process and once completed any fees incurred and our administration fee will be deducted from the amount due to be refunded to your account.

6.2  ~ GOLO Carb UK Ltd (The KeeDiet®) reserve the right to cancel any order from the time placed up until the order has been delivered.  A full refund will be made to the consumer.

7. Request to Return - (ARC)

7.1 ~ Distance Selling Regulations state that food products and perishables are not included in the Regulations and are excempt, it is therefore not our legal obligation to accept the return of food products. However, in good faith and as a gesture of goodwill, if the conditions below are met and the correct returns criteria followed we will consider accepting your order as a returned item.   Only a complete, unopened parcel/order will be considered.

7.2 ~ If you change your mind we will provide you with the right to return your order within 14 days of receipt, this is taken from the recorded date on the courier’s delivery system. 

7.3 ~ We reserve the right to revoke our offer to accept a returned parcel at any time. The decision to offer a refund remains at our discretion right up until we formally accept your returned parcel/order as “Checked & Agreed” in a confirmation email. Until this time the parcel/order remains the property and responsibility of you the consumer. 

7.4 ~ If you wish to send your parcel/order back for a refund it must be returned unopened, with tapes not tampered with, complete with all items present in the same condition it was received.  To arrange the return of your complete order please call 01255 317121 or email us sales@thekeediet.co.uk  for an Authorised Return Code (ARC).  The ARC Code provided is then valid for 28 days.  After 28 days the ARC code will expire and any return considered unauthorised.

7.5 ~ Any order received as a “Return” that we believe has been damaged, opened, interfered or tampered with in any way, or any goods returned without our agreement and not marked with our Authorisation Return Code (ARC) will not be processed as an “Agreed Return” nor will the parcel be returned to you and we reserve the right to refuse your parcel/order for refund,   If we refuse your parcel/order for a refund you will be informed and any collection/delivery cost to recover your order/parcel is your responsibility.  The parcel/order remains your property and will be held by us for 30 days before being destroyed. 

7.6 ~ Partial orders will not be accepted as Returns.  Only complete orders will be accepted if meeting our conditions of Return.

7.7 ~ If an order is ‘Returned’ and accepted a 10% Administration fee based on the cost of goods ordered is deducted from any refund.

7.8 ~ If you change your mind you will be liable to pay for the delivery postage and for returning the goods to us.  You should ensure your returned items are sent by a recorded or signed for service. Once delivered, the goods become your property and we will not be able to refund any orders that do not reach us.

7.9 ~ We do not offer an exchange of unwanted flavours due to Health & Safety Regulations and possible contamination/tampering; therefore we recommend that you buy samples or our VLCD Taster Pack before purchasing large quantities.  However, to assistance in this eventuality we offer a Swap Shop for clients to use on our KeeMeAbout Forum.

7.10 ~ We will cover the cost of all postage if we send you the wrong items.

7.11 ~ This returns policy does not affect your statutory rights under the Distance Selling Regulations

8. Wrong item received

Please accept our apologies if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.

In the event that you have received an incorrect item, all items must be returned within 28 days of receipt. The items must be unused, in the original packaging as they were in when received by you and in the same condition they were in when received by you. Once received as a 'Return' a replacement item will then be issued. 

  • Contact us through our online message centre or call us on 01255 317121
  • You must inform our customer service team of your order number, the item(s) you are returning and the reason for return. We will then provide you with a Authorised Return Code (ARC) number and will confirm the address you need to return the item to and cost of return postage covered or may make arrangements to retrieve the items. We are unable to refund or replace items any items that do not reach us. 
  • Please package the item securely and include inside the package your order number, name and address
  • If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

 

9. Damaged, faulty or items not as expected

Please accept our apologies if you have received an item that is damaged, not as expected or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.

If you believe that an item is faulty, please contact us within 28 days of receiving the item. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault (and in any event within 28 days of receipt) and we will advise what to do next.

Some products sold on our website arrive direct from the manufactuer and product images may be different than the actual product received.  Website images are used to advertise flavour and not always of the actual product.  Contents and product details are provided and copied from information received from our manufacturers and provided in goodwill.  With any of our products we recommend that single items or samples are purchased prior to a large order to ensure you are happy goods on offer.

Our Returns Policy for faulty items upholds your statutory rights.

10. Item not received

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.

To receive a refund or a replacement, you must inform us that you have not received your item within 10 days from the day on which you received an email from us confirming that the item had been despatched.

11. Coupon & Gift Voucher Redemption

If you have a coupon or gift voucher, you can redeem it at Checkout.  At checkout you will notice two redemption boxes, Coupons & Gift Vouchers.  Coupons are a generic coupon that we issue, possibly for % discounts, Liking our Facebook Page, or joining on of our Social groups.  Gift Vouchers are issued by us and are sent to an individual, possibly for a competition win, refund etc.

12. Back Orders

All items listed for sale are in stock and available for dispatch.  If items are out of stock and we are awaiting a delivery “Sold Out” is shown on the individual product listing, in the gallery view and individual product view.  We will never put your order into the status “Back Order”. 

13. Delivery Policy

All orders received before 1:00pm Monday through to Friday are generally dispatched the same day.  Orders placed after 1:00pm are carried forward to the next working day dispatches.  Saturday and Sunday are not classified as working days even though we actually work on Sunday we are not able to dispatch your order until Monday.  If you place your order after 1:00pm on Friday it will not be dispatched until the Monday or next working day if a Bank Holiday.

We send the bulk of our parcels using Fedex, MyHermes, DPD, DHL or Royal Mail, depending on where you live and the option chosen at checkout.  With International deliveries we will select the most cost effective option available. 

Our delivery service is non-profitable and heavily discounted to provide a cost effective delivery service for our clients.  We could offer free postage, but normally the cost is redeemed within the price of products. As the majority of our products are zero rated items for VAT purposes we find it more suitable to keep the cost of delivery separate and visible. 

Free delivery or Intl reduced delivery prices are offered for larger orders above £175.00 or £75 for International deliveries. However this is offered as an incentive to purchase larger quantities.  The product price remains the same.

14. International Delivery 

GOODS RECEIVED DAMAGED OR NOT RECEIVED 


All goods sent overseas, including Channel Islands, Eire and Europe are sent UNINSURED at the Buyers own risk & responsibility.  Insurance can be added to a delivery if requested by the buyer and any excess fees incurred forwarded to the buyer.

We can not be held responsible for any loss or damage of parcels to parcels outside the UK and are unable to offer a refund or start a claim to recover monies on your behalf.  We will however offer as much assistance possible with contact and postal details to allow you to recover the goods or cost of goods direct.

Parcels delivered to a Business address or with specific instructions to leave with a neighbour or in a designated place are done so at the Buyers own risk and responsibility. We can not be held responsible for any loss or damage of goods/parcels in these circumstances and are unable to offer a refund or start a claim to recover monies on your behalf.  We will however offer as much assistance possible with contact and postal details to allow you to recover the goods or cost direct. 

Please see full delivery terms here

15. Complaints

If you are not satisfied with the service, the way in which we have handled the return, cancellation, replacement or repair of any item, we firstly apologise.

We want to resolve the matter. Please contact our customer service representatives on 01255 317121 or sales@thekeediet.co.uk  or by post at GOLO CARB UK LTD Customer Service Department, Atlantic Unit 30, Brunel Road, Gorse Lane, Industrial Estate, Essex, CO154LU, United Kingdom.


Privacy Policy
For our comprehensive privacy policy please 
see here

Last updated 11th April 2014