Terms & Conditions

TERMS AND CONDITIONS

Last updated: 24 July 2026

1. About us

This website, www.epnex.co.uk, is owned and operated by Epnex Innovations Ltd, a private limited company registered in England and Wales.

Our company details are:

Company name: Epnex Innovations Ltd
Company number: 17253773
Email: enquiries@epnex.co.uk
Telephone: +44 7404 653635

References in these Terms and Conditions to “Epnex”, “we”, “us” or “our” mean Epnex Innovations Ltd.

References to “you” or “your” mean the person using our website or purchasing products from us.

2. About these terms

These Terms and Conditions apply to:

  1. Your use of our website.
  2. Orders placed through our website.
  3. Products supplied by Epnex Innovations Ltd.

Please read these terms before placing an order. By using our website or submitting an order, you agree to be bound by them.

Our Privacy Policy, Cookie Policy, Delivery Policy and Returns and Refund Policy also apply where relevant.

Nothing in these terms affects your legal rights as a consumer.

3. Eligibility to place an order

By placing an order, you confirm that:

  1. The information you provide is accurate and complete.
  2. You are legally able to enter into a contract.
  3. You are authorised to use the chosen payment method.
  4. You are purchasing the products for a lawful purpose.
  5. You will follow any instructions, warnings or compatibility information provided with the products.

We may refuse or cancel an order where we reasonably believe that there has been fraud, unauthorised payment activity, misuse of our website or a breach of these terms.

4. Our products

We aim to describe and display our products as accurately as reasonably possible.

Product colours and appearances may vary slightly because of differences in lighting, photography, manufacturing batches, screen settings or device displays.

Measurements, capacities and other specifications are approximate unless expressly stated otherwise.

Packaging may be changed from time to time without affecting the main characteristics or function of the product.

You are responsible for checking that a product is suitable and compatible with your intended lawful use before ordering.

5. Empty products and product use

Unless a product listing clearly states otherwise, our pens and cartridges are supplied empty.

They do not contain medicines, peptides, injectable substances or other pharmaceutical contents. Needles are not included unless this is expressly stated in the relevant product description.

Products must only be used:

  1. For their stated and lawful purpose.
  2. In accordance with the product information and instructions.
  3. With compatible components and materials.
  4. By a person who understands how to use them safely.

Information provided on our website is general product information and is not medical advice. Our products are not a substitute for professional medical advice, diagnosis or treatment.

We are not responsible for damage caused by misuse, unauthorised modification, incorrect assembly, incompatible substances or components, accidental damage, improper storage or failure to follow the instructions. This does not affect your rights where a product was faulty when supplied.

6. Product availability

All products are subject to availability.

Placing an item in your basket does not reserve it. If a product becomes unavailable after you place an order, we will contact you and offer:

  1. A refund for the unavailable item.
  2. A suitable alternative, where you agree to accept it.
  3. The option to wait for the item to become available.

We will not substitute an item without your agreement.

7. Prices

Prices are shown in pounds sterling unless otherwise stated.

The total price payable, including any applicable taxes and mandatory charges, will be shown before you submit your order.

Delivery charges will be displayed separately at checkout where applicable.

We may change our prices at any time, but a price change will not affect an order that we have already accepted.

8. Pricing and listing errors

We take reasonable care to ensure that prices and product information are correct.

Where there is an obvious pricing, stock or product-description error, we may reject or cancel the affected order before dispatch.

If payment has already been taken, we will issue a full refund using the original payment method.

Where reasonably possible, we will give you the opportunity to place a new order using the correct information.

9. Placing an order

You can review and correct your order before submitting payment.

After placing an order, you should receive an order-confirmation email. This confirms that we have received your order but does not necessarily mean that it has been accepted.

A legally binding contract is formed when we:

  1. Confirm that the order has been dispatched; or
  2. Otherwise expressly confirm that we have accepted the order.

The contract will relate only to the products included in our acceptance confirmation.

10. Reasons we may reject or cancel an order

We may reject or cancel an order where:

  1. A product is unavailable.
  2. Payment cannot be authorised.
  3. The payment details appear unauthorised or fraudulent.
  4. There is an obvious pricing or product-description error.
  5. We cannot deliver to the address provided.
  6. The order breaches a purchasing restriction shown on the website.
  7. The order appears to involve unlawful, abusive or fraudulent activity.
  8. You have provided incorrect or incomplete information.
  9. You have materially breached these terms.

If we cancel an order after taking payment, we will refund the amount paid for the cancelled products.

11. Payment

Payment must be made using one of the payment methods offered at checkout.

Payments may be processed by an independent payment provider. Your use of that provider may also be subject to its terms and privacy policy.

We may carry out reasonable identity, payment and fraud-prevention checks before accepting or dispatching an order.

You must not attempt to make a payment using a payment method that you are not authorised to use.

12. Delivery area

We currently sell and deliver products to addresses within the United Kingdom only.

We do not currently accept orders for delivery outside the United Kingdom.

Orders submitted with an unsupported or incomplete delivery address may be rejected or cancelled.

13. Delivery

Available delivery methods, estimated times and charges will be displayed at checkout.

Delivery dates are estimates unless we expressly agree to a guaranteed delivery date.

We aim to deliver within the estimated period and, unless another period has been agreed with you, no later than 30 days after the contract is formed.

Delivery may be affected by circumstances outside our reasonable control, including courier delays, severe weather, transport disruption, industrial action or incorrect delivery information.

If we cannot deliver within the agreed or legally required period, you may have the right to cancel the order and receive a refund.

14. Delivery address and failed delivery

You are responsible for providing a complete and accurate delivery address.

We are not responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by you.

Where an order is returned to us because:

  1. The address was incorrect.
  2. Delivery was refused.
  3. The parcel was not collected.
  4. The courier could not complete delivery after reasonable attempts.

We may ask you to pay the reasonable cost of redelivery.

This does not apply where the delivery failure was caused by us or our chosen courier.

15. Risk and ownership

Responsibility for the products passes to you when they are delivered to:

  1. You.
  2. A person identified by you to receive them.
  3. A safe place or neighbour expressly authorised by you.

Ownership of the products passes to you once we have received payment in full.

16. Cancelling an order before dispatch

Please contact us as soon as possible if you wish to cancel or amend an order.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing or dispatch has begun.

If the order has already been dispatched, you may still be able to return it under the cancellation rights explained below.

17. Your right to cancel an online order

Where you are purchasing as a consumer, you normally have the right to cancel an online order without giving a reason.

The cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the products.

For an order containing multiple products delivered separately, the period normally ends 14 days after the final product is received.

To cancel, you must tell us clearly that you wish to cancel. You may contact us by:

Email: enquiries@epnex.co.uk
Telephone: +44 7404 653635
Post: Epnex Innovations Ltd, 52 Pipistrelle Drive, Market Bosworth, CV13 0NW, United Kingdom

You may use the model cancellation form at the end of these terms, but you are not required to use it.

18. Returning products after cancellation

After notifying us that you are cancelling, you must return the products within 14 days.

Unless the product is faulty, damaged, incorrectly supplied or otherwise not compliant with your legal rights, you are responsible for the direct cost of returning it.

Products should be returned securely packaged and, where reasonably possible, with their original packaging and accessories.

You may inspect a product in the same way that you reasonably could in a shop. We may reduce the refund to reflect a loss in value caused by handling beyond what was reasonably necessary to establish the product’s nature, characteristics and function.

We recommend obtaining proof of postage or using a tracked return service.

19. Refunds following cancellation

Where you validly cancel an order, we will refund:

  1. The price paid for the returned products.
  2. The cost of our least expensive standard delivery option, where you paid for delivery.

If you chose an enhanced or express delivery service, we are not required to refund the additional amount above our standard delivery cost.

We may withhold the refund until:

  1. We receive the returned products; or
  2. You provide evidence that the products have been sent back,

whichever happens first.

Refunds will normally be issued within 14 days of that date and returned to the original payment method unless otherwise agreed.

20. Products that cannot be returned for a change of mind

The right to cancel may not apply to:

  1. Products made to your specifications or clearly personalised.
  2. Products that deteriorate or expire rapidly.
  3. Sealed products that are not suitable for return for health-protection or hygiene reasons once the seal has been broken.
  4. Products that have been inseparably mixed with other items after delivery.
  5. Other products legally excluded from the cancellation right.

Any relevant restriction will be made clear before purchase where required.

These exceptions do not remove your rights where a product is faulty, damaged, incorrectly supplied or not as described.

21. Faulty, damaged or incorrect products

Products must be:

  1. Of satisfactory quality.
  2. Fit for any purpose made known to us.
  3. As described.
  4. Supplied with reasonable care and skill where relevant.

Please contact us promptly if a product is faulty, damaged, not as described or different from the product ordered.

We may ask you to provide:

  1. Your order number.
  2. A description of the problem.
  3. Photographs or a short video showing the issue.
  4. The product and packaging for inspection.

Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair, replacement or price reduction.

We will pay reasonable return costs where the product is confirmed to be faulty, damaged, incorrectly supplied or otherwise non-compliant.

Nothing in these terms limits your rights under applicable consumer law.

22. Damage caused after delivery

We are not responsible for faults or damage caused after delivery by:

  1. Accidental damage.
  2. Misuse or neglect.
  3. Incorrect storage.
  4. Normal wear and tear.
  5. Unauthorised alteration or repair.
  6. Use with incompatible products, substances or components.
  7. Failure to follow instructions.
  8. Use for an unlawful or unintended purpose.

We may inspect a returned product before deciding whether a fault is covered by your legal rights.

23. Promotions and discount codes

Promotions and discount codes may be subject to additional conditions.

Unless otherwise stated:

  1. Discount codes cannot be exchanged for cash.
  2. Only one code may be used per order.
  3. Codes cannot be applied retrospectively.
  4. Codes may expire or be limited to particular products.
  5. We may withdraw a promotion before an order is placed.
  6. A promotion will not affect an order already accepted.

We may reject the use of a code that has been copied, altered, obtained fraudulently or used contrary to its stated conditions.

24. Acceptable use of our website

You must not:

  1. Use our website for an unlawful or fraudulent purpose.
  2. Attempt to gain unauthorised access to the website or related systems.
  3. Introduce viruses, malware or other harmful technology.
  4. Interfere with the website’s operation or security.
  5. scrape, copy or extract website content using automated systems without permission.
  6. Impersonate another person or provide false information.
  7. Use the website in a way that infringes another person’s rights.
  8. Attempt to avoid purchasing limits or security controls.

We may suspend or restrict access where we reasonably believe these rules have been breached.

25. Intellectual property

All intellectual-property rights in our website and its content belong to Epnex Innovations Ltd or our licensors.

This includes our:

  1. Brand names and logos.
  2. Product photographs.
  3. Graphics and website designs.
  4. Written descriptions.
  5. Videos and promotional materials.

You may view and use the website for personal, non-commercial purposes.

You must not reproduce, republish, sell, licence, distribute or commercially exploit our content without prior written permission.

26. Third-party links

Our website may contain links to websites or services operated by third parties.

We do not control those websites and are not responsible for their content, availability, security or privacy practices.

A link does not necessarily mean that we endorse the third party.

You should review the third party’s own terms and policies before using its services.

27. Website availability

We aim to keep our website available and accurate, but we do not guarantee uninterrupted or error-free access.

We may temporarily suspend, restrict or change the website for maintenance, security, technical or operational reasons.

We are not responsible for losses caused solely by website unavailability where we have taken reasonable care and the matter was outside our reasonable control.

28. Our responsibility to consumers

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

A loss is foreseeable where it was obvious that it would happen or where both parties knew that it might happen when the contract was formed.

We are not responsible for:

  1. Losses that were not reasonably foreseeable.
  2. Losses caused by information or actions for which you were responsible.
  3. Business losses where you purchased as a consumer, including loss of profits, revenue, opportunity or business interruption.
  4. Loss arising from misuse or unauthorised alteration of a product.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:

  1. Death or personal injury caused by negligence.
  2. Fraud or fraudulent misrepresentation.
  3. Breach of your statutory rights.
  4. Faulty goods where liability cannot legally be excluded.

29. Events outside our reasonable control

We are not responsible for delay or failure caused by an event outside our reasonable control.

Such events may include natural disasters, severe weather, fire, flood, epidemic, industrial action, transport disruption, power or internet failure, government action, war, civil disturbance or courier-network disruption.

We will take reasonable steps to minimise the effect of the event and will contact affected customers where appropriate.

Your legal rights, including any right to cancel because of a serious delay, will remain unaffected.

30. Privacy and personal information

We process personal information in accordance with our Privacy Policy.

Information may be shared with service providers where reasonably necessary to:

  1. Process payments.
  2. Fulfil and deliver orders.
  3. Prevent fraud.
  4. Provide customer support.
  5. Comply with legal obligations.

Please read our Privacy Policy for further information about how personal data is collected, stored and used.

31. Complaints

Please contact us if you have a complaint:

Email: enquiries@epnex.co.uk
Telephone: +44 7404 653635
Post: Epnex Innovations Ltd, 52 Pipistrelle Drive, Market Bosworth, CV13 0NW, United Kingdom

Please include your name, order number and a clear description of the issue.

We will investigate the complaint and respond as soon as reasonably possible.

32. Business customers

These terms are primarily written for customers purchasing as consumers.

If you purchase products wholly or mainly for use in connection with a trade, business, craft or profession, you are acting as a business customer. Consumer cancellation rights may not apply to business purchases.

Any separately agreed wholesale, credit or business-to-business terms will take priority where they conflict with these terms.

33. Changes to these terms

We may update these Terms and Conditions to reflect changes to our business, website, products or legal obligations.

The version that applies to your order will normally be the version displayed when the order was placed.

Changes will not normally apply retrospectively to an order that we have already accepted, unless required by law or agreed with you.

The latest version will always be published on this page with its updated date.

34. Transfer of rights

You may not transfer your rights or obligations under an order without our written agreement.

We may transfer our rights and obligations to another organisation, but only where this does not reduce your rights. We will notify you where a transfer materially affects you.

35. Severability

Each section of these terms operates separately.

If a court or competent authority finds that any section is unlawful or unenforceable, the remaining sections will continue in effect.

36. Delay in enforcing these terms

If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.

A waiver will only be effective where it is clearly confirmed.

37. Third-party rights

These terms are between you and Epnex Innovations Ltd.

No other person has a right to enforce them, except where the law expressly provides otherwise.

38. Governing law and courts

These Terms and Conditions and any contract formed under them are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you will retain any mandatory protections provided by the law where you live.

You may bring legal proceedings in the courts of England and Wales or, where applicable, the courts in the part of the United Kingdom where you live.

39. Company and contact information

Epnex Innovations Ltd
Company number: 17253773
Registered in: England and Wales

Registered office:

52 Pipistrelle Drive
Market Bosworth
CV13 0NW
United Kingdom

Email: enquiries@epnex.co.uk
Telephone: +44 7404 653635
Website: www.epnex.co.uk