1.1These terms and conditions of Sale ("Terms of Sale") govern the contract for sale of products which you reserve on the website: www.heathrow.com/boutique (branded as Heathrow Reserve and Collect) (the "Heathrow Reserve and Collect Website") using the reserve and collect retail service offered and operated by Heathrow Airport Limited ("Heathrow") at Heathrow Airport, London (the "Airport").

1.2For the purposes of these Terms of Sale "we", "our" and "us" refers to a retailer who offers products for you to reserve on the Heathrow Reserve and Collect Website and who then subsequently sells such products to you at a Heathrow operated collection desk located at the Airport.

1.3We use the Heathrow Reserve and Collect Website to offer our product(s) to you using a reserve and collect service, enabling you to collect each product reserved on the Heathrow Reserve and Collect Website from a designated collection desk at an airside environment within certain terminals at the Airport. The collection desks are located past aviation security therefore you must have a valid boarding card for a departing flight or other appropriate authority to access the airside collection desks at Heathrow Airport in order to pay for and collect the products.

1.4Your contract for the sale of the reserved product(s) is directly with us and not with Heathrow. Heathrow is not our agent and has no role in the sale of any products by us to you.

1.5When you purchase a product from more than one retailer you will have a separate contract with each such retailer.

1.6We may revise these Terms of Sale at any time. Existing contracts will not be affected by such changes.

1.7Your use of the Heathrow Reserve and Collect Website is subject to the terms of use issued by Heathrow from time to time, which are separate to these Terms of Sale. To the extent there is any conflict between the terms of use for the Heathrow Reserve and Collect Website and these Terms of Sale, the terms of use for the Heathrow Reserve and Collect Website shall prevail.

2.1Subject to clauses 2.2 to 2.4 of these Terms of Sale, we (as a retailer of the products listed on the Heathrow Reserve and Collect Website), have a legal duty to supply our product(s) in conformity with these Terms of Sale and the aforementioned sales description of the product that you wish to reserve.

2.2All features, content, specifications, products, services and prices described or depicted on the Heathrow Reserve and Collect Website are subject to change at any time without notice. Certain weights, measures and similar descriptions are approximate and are provided for convenience purposes only.

2.3All product images displayed on the Heathrow Reserve and Collect Website are for illustration purposes only. We make reasonable efforts to accurately display the attributes of our products, including the applicable colours; however, the actual colour you see will depend on your computer system and we cannot guarantee that your computer will accurately display such colours.

2.4We make no representation or warranty as to the completeness, accuracy or validity of any information on the Heathrow Reserve and Collect Website. For example, products listed on the Heathrow Reserve and Collect Website may be unavailable, may have different attributes than those listed, or may specify a different price than that stated on the Heathrow Reserve and Collect Website. In addition, changes in information about price and availability of any product listed on the Heathrow Reserve and Collect Website may be made without notice. Such changes will not affect any orders confirmed at checkout before those changes were uploaded to the Heathrow Reserve and Collect Website.

2.5Please note that the price of any product listed on the Heathrow Reserve and Collect Website may vary when compared to the price of the same product made available for sale in any of our retail outlets outside of the Airport.

2.6To place an order, you must be at least 16 years old, or older if that is required under applicable law to enter into a contract with us, and you must be a consumer - not a reseller. We do not accept orders for re-sale.

2.7It is your responsibility to understand and obey all applicable local and international laws (including minimum age requirements) regarding the possession, use and sale of any products reserved on the Heathrow Reserve and Collect Website. By placing a reservation on the Heathrow Reserve and Collect Website, you represent that the products ordered will be used only in a lawful manner.

3.1While the reservation of your order may be confirmed by an email from the Heathrow Reserve and Collect Website, the receipt of an email confirmation does not constitute acceptance of an order or confirmation of an offer to sell a product. A contract for the purchase of products is formed between us at the point of collection by you of products at the Heathrow Reserve and Collect counter. By confirming your purchase at the collection counter you make an offer, on the basis of these terms, to purchase the relevant products. We accept this offer, and form a binding contract with you, by selling the products to you.

3.2We reserve the right, without prior notice, to limit the order quantity on any product offered on the Heathrow Reserve and Collect Website and/or, at our sole discretion, to refuse service to any customer and/or to take payment for any reserved product at a Heathrow operated collection desk at the Airport.

3.3We explicitly reserve the right to cancel your order for any legitimate reason, including but not limited to the following situations:

(a)your order is flagged up by our security systems as an unusual order or an order susceptible of fraud;

(b)you are under 16, or you are otherwise not of the age permitted under applicable law to enter into a contract with us;

(c)you are a reseller; and

(d)due to circumstances or events beyond our control.

3.4We may require verification of your reservation information prior to the conclusion of the sale of the reserved product to you at the Heathrow operated collection desk at the Airport. We are under a legal obligation to provide certain information to you (e.g. price and characteristics of products, return and cancellation policies) before you are bound by the contract for the sale of the products you have reserved and once the contract for sale is concluded. This information will be provided to you by email both before you make payment for the products you have reserved at the Heathrow operated collection desk at the Airport and after the contract for the sale is concluded. By accepting these Terms of Sale, you confirm that you are happy to be provided such information by email rather than in paper form.

4.1Where you reserve a product on the Heathrow Reserve and Collect Website and the reservation is confirmed, you will be asked to collect the product at the Heathrow operated collection desk during Heathrow’s Airport’s operational hours on your departure date and at a location at the Airport has notified to you. Heathrow Airport’s operational hours means, unless otherwise communicated by Heathrow, the period commencing an hour before the first scheduled departing flight and ending an hour prior to the last scheduled departing flight in the relevant terminal in which the relevant collection desk is located.

4.2The contract for sale of products between you and us will come into existence when you attend the Heathrow collection desk and you pay us for the reserved product(s) in full.

4.3You may only pay for the reserved product at the Heathrow operated collection desk using credit card or debit card or such other payment method as may be notified to you by our payment administrator, Reach Contact Limited (Company number: 01226337) or such other agent as we may from time to time appoint (“Retailer’s Representative”), at the Heathrow operated collection desk. We do not accept payment in cash, vouchers or any other payment in kind.

4.4Payment will be taken and settled by a payment settlement solution that we designate in our sole discretion, which shall comprise either Braintree or Zettle (in each case operated by PayPal (Europe) S.à r.l. et Cie, S.C.A).

4.5Braintree or Zettle may each ask you to accept their respective terms and conditions of use as a pre-condition of making payment for the reserved product using their payment settlement solutions, which may require you to create an account with them and to register your credit or debit card details with them. Such terms and conditions of use and requirements shall be wholly separate to these Terms of Sale and shall be with Braintree or Zettle only (as relevant).

4.6When administering your payment for the reserved products at the Heathrow operated collection desk, the Retailer’s Representative will act as our subcontractor and not (for the avoidance of doubt) as a subcontractor for Heathrow.

4.7If we designate that you must use the Braintree payment settlement solution to make payment for the reserved product at the Heathrow operated collection desk, you must create an account with Braintree (which can be done at the Heathrow operated collection desk):

(a)the Retailer’s Representative at the Heathrow operated collection desk will input the order details into a mobile device and will invite you to review your order. Once you have confirmed the products you wish to buy you will receive a confirmation email and then you will be invited to place the order by logging into your Braintree account;

(b)after you have placed the order by logging into your Braintree account and subject to acceptance of your payment credentials by Braintree, the Retailer’s Representative at the Heathrow operated collection desk will administer the payment on our behalf; and

(c)where you have reserved multiple products you may be required to make only one payment for all the products, but you will have a separate contract for the sale of products with each retailer who supplies the relevant products to you.

4.8If we designate that you must use the Zettle payment settlement solution to make payment for the reserved product at the Heathrow operated collection desk, you will be required to make payment using a chip and pin payment method at the Heathrow operated collection desk or (if applicable) pay via a secure payment weblink provided by Zettle accessible on your smartphone.

4.9If you are a participant in the Heathrow Rewards scheme, you will be able to earn points when you purchase a product at the Heathrow operated collection desk if you provide your loyalty card details to the Retailer’s Representative at the Heathrow operated collection desk. You cannot redeem or use Heathrow Rewards points or any vouchers as payment in kind with respect to any purchase of a reserved product. Unless expressly stated, our promotion codes do not apply to purchases via the Heathrow Reserve & Collect service.

4.10During the payment process we may (or a third party may on our behalf) perform credit checks. Based on the outcome of those checks we may change, adjust or decline any order and/or the selected payment method. In most cases you will be offered the option to select a different payment method.

4.11Once you have paid in full, the Retailer’s Representative at the Heathrow operated collection desk will arrange to handover the reserved product to you at the Heathrow collection desk at the Airport and you may take the product away. We will send you a collection receipt email. Please retain this email as your proof of purchase.

4.12You will own the product (which is a good and not a service) once we have received payment in full. Until you make payment to us in full, the product remains our property.

4.13The product will be your responsibility after you pay for it and collect it at the Heathrow operated collection desk.

4.14The total price of each product (which shall be in GBP and include VAT) will be the price listed in any order confirmation sent to you by the Heathrow Reserve and Collect Website.

4.15Fulfilment of reservations is at all times subject to product availability. If, for any reason, we are unwilling or unable to fulfil your reservation at the collection desk at Heathrow Airport, you will be informed of this by an email where practicable or otherwise in person by the Retailer’s Representative at the Heathrow operated collection desk. We will not take payment for the reserved product and conclude the sale and we will not be liable to you.

4.16We have no obligation to supply any reserved product to any Heathrow operated collection desk where the product has been incorrectly priced on the Heathrow Reserve and Collect Website or to sell that reserved product to you at the incorrect price. We will not take payment for the reserved product and conclude the sale in such circumstances.

4.17There are no associated costs of shipping or delivery of any reserved product, as payment for and collection of the reserved product by you is only permitted at the Heathrow operated collection desk at the Airport. No onward shipping or delivery to you will be arranged by us or by Heathrow if you fail to attend the Heathrow operated collection desk to pay for and collect the reserved product.

4.18No deposit will be payable by you in connection with any reservation of a product listed on the Heathrow Reserve and Collect Website.

5.1If you require the assistance of the Heathrow shopping services team, you can contact them on shopping.services@heathrow.com or by writing to them at Heathrow Airport Limited, The Compass Centre, Hounslow, Middlesex, TW6 2GW.

5.2You may cancel your reservation on the Heathrow Reserve and Collect Website without giving prior notice, without charge and without giving any reason at any time following confirmation of your reservation but prior to you collecting the products and making payment to us at the Heathrow operated collection desk at the Airport.

5.3You may cancel your order by notice to us without giving notice, without charge and without giving any reason within 14 days following completion of your order.

5.4Subject to this clause 5.4 and clauses 5.5 and 5.6 below, if you cancel your purchase, then we will reimburse all payments received from you for the products purchased no later than 14 days from the day on which we receive the communication in respect of cancellation of the purchase. We may however withhold reimbursement until we have received the products back or until you have supplied evidence of having sent back the products, whichever is the earliest. Please make sure that you do not have returns from multiple orders in one parcel to ensure that you get your refund as quickly as possible. You will bear the cost of returning the products unless the products are faulty, - please see clause 6 below for more details on returning faulty products.

5.5In order to get a refund, returned products must be returned in the state in which you received them: the returned products must be complete, unworn, unwashed and have all the product labels and tags intact, and must not have been used in any other way than what is reasonably necessary to decide if you want to keep the product(s). If you do not comply with the foregoing and the value of the product diminishes as a consequence thereof, we can hold you liable for such diminished value.

5.6The right of cancellation set out above and below (in relation to the Heathrow Returns Promise) does not apply to:

(a)the supply of products that are made to your specifications or clearly personalised;

(b)the supply of products which are liable to deteriorate or expire rapidly;

(c)the supply of alcoholic beverages whose actual value is dependent on the fluctuations in the market which cannot be controlled by us;

(d)products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after collection (such as jewellery, underwear and swimwear, perfumes and make-up), or which are, after collection by you, inseparably mixed with other items; or

(e)sealed headphones, audio or video recordings or of sealed software is unsealed by you after collection.

5.7Without prejudice to your legal rights of cancellation, Heathrow provides a discretionary returns guarantee known as Heathrow Returns Promise (see https://www.heathrow.com/at-the-airport/shopping/returns-promise and https://boutique.heathrow.com/en/heathrow-shopping-returns-policy.html for further information) allowing products purchased at the Airport (subject to specified exceptions (including those at clause 5.4 above)) to be returned within 60 days of purchase to the address specified on the returns form found at: https://www.heathrow.com/content/dam/heathrow/web/common/documents/at-the-airport/shops-a-z/refund-policy/LHR_Returns_Promise_Form.pdf. All products reserved on the Heathrow Reserve and Collect Website are covered by the Heathrow Returns Promise.

5.8In the event that you wish to return any reserved goods following purchase, you must inform Heathrow of your decision via the Heathrow Returns Promise (see https://www.heathrow.com/at-the-airport/shopping/returns-promise and https://boutique.heathrow.com/en/heathrow-shopping-returns-policy.html for further information) and Heathrow will inform us on your behalf. You may only return any purchased products to Heathrow using Heathrow Returns Promise and not through our other returns channels or to our physical retail stores as such returns will not be accepted by us.

5.9The Heathrow Returns Promise is a discretionary returns policy offered by Heathrow from time to time and is in addition to your legal rights (see https://www.heathrow.com/at-the-airport/shopping/returns-promise and https://boutique.heathrow.com/en/heathrow-shopping-returns-policy.html for further information).

5.10Please note that we do not offer an exchange service. You can return any product that you are not fully satisfied with and receive a refund in accordance with the Heathrow Returns Promise. If you would like another product, colour or size, please place a new order.

5.11Refunds usually take up to 8-10 working days to appear on your statement. The length of time depends solely on your card company’s policies. You can always check your refund status by contacting your card issuer.

6.1On collection of your products, please check you are happy with them. If you find a fault with any product(s) please let a colleague at the Heathrow operated collection desk know and they will be happy to help.

6.2You may return products that are faulty (defective, misdescribed or otherwise not in conformity with your reservation) within 6 months after you notice the fault. If the product you purchased is faulty you are entitled to claim a repair or replacement of the products from us. Please note that you should return the faulty product via the Heathrow Returns Promise (see https://www.heathrow.com/at-the-airport/shopping/returns-promise and https://boutique.heathrow.com/en/heathrow-shopping-returns-policy.html for further information) who will forward the faulty product on to us on your behalf. Please remember to have your collection receipt email ready as proof of purchase. Alternatively, if you have not used the product, and it was faulty when delivered, you may be entitled to a full refund from us. Once your returned products have been checked and inspected by us you will receive a refund e-mail notification, if a refund will be made. Following that e-mail, we will refund you (including reimbursing you for the reasonable direct costs of returning the faulty product) by the same method by which you paid without undue delay.

6.3In some cases, repair or replacement of products is not possible, or would be disproportionately costly given the value of the product and the nature of the fault. In these instances, you may be entitled to either keep the product and claim a reduction in price from us, or it may be possible to return the product and obtain a partial refund from us. In determining the price reduction or the level of the refund, we may take into account the use you have had of the product since you took possession of it following payment at the Heathrow operated collection desk.

6.4If you have used the product for more than 6 months, then before a repair, refund or replacement is offered by us, you may be asked to prove that the product was faulty when you took possession of it following payment at the Heathrow operated collection desk.

To the extent relevant, we will provide any additional after sales services or specific guarantee information to you by separate email before you make payment for the product at the Heathrow operated collection desk.

8.1Certain trademarks, trade names, service marks and logos used or displayed on the Heathrow Reserve and Collect Website are applicable registered and unregistered trademarks, trade names and service marks of their respective owners.

8.2Nothing contained on the Heathrow Reserve and Collect Website grants or should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademarks, trade names, service marks or logos displayed on the Heathrow Reserve and Collect Website without our written permission or the written permission of such owner.

9.1Your use of the Heathrow Reserve and Collect Website and/or the reserve and collect service provided by Heathrow and/or the payment settlement services provided by either Braintree and/or Zettle is at your own risk.

9.2The materials and services provided in connection with the Heathrow Reserve and Collect Website are provided by us "as is" without any warranties of any kind including warranties of merchantability, fitness for a particular purpose, or non-infringement of intellectual property.

9.3Neither we nor any of our affiliates warrant the accuracy or completeness of the products that we offer on Heathrow Reserve and Collect Website and the reserve and collect service provided by Heathrow at the Airport.

9.4The products that we offer on the Heathrow Reserve and Collect Website may be out of date, and neither we nor any of our affiliates make any commitment or assumes any duty to update such products on the Heathrow Reserve and Collect Website.

9.5The foregoing exclusions of implied warranties do not apply to the extent prohibited by law.