1. Who we are and how to contact us

We are ECPRO BRAND LTD, a company registered in England and Wales under company number 13017691, with its registered office at International House, 12 Constance Street, London E16 2DQ, United Kingdom. We trade as Folora.

You can reach us at info@tryfolora.com or +44 7488 864 325, Monday to Friday, 9am to 6pm. If we need to contact you, we will use the email address, postal address or telephone number you gave us with your order.

2. About these terms

These terms apply to every order placed on tryfolora.com. Please read them before you order — by placing an order you confirm that you accept them.

These terms are written for consumers: people buying for personal use rather than for a business. If you are buying in the course of a business, some of your rights, including the cancellation right in section 7, do not apply.

We sell and deliver only within the United Kingdom.

3. Our products

Folora is a cosmetic scalp and hair serum used with a micro-infusion applicator. It is a cosmetic product. It is not a medicine and it is not a treatment for any medical condition. It is not intended to diagnose, treat, cure or prevent any disease, including any form of medically diagnosed hair loss.

The images on our website illustrate the product. Packaging may vary, and colours on your screen may differ slightly from the product itself.

Results differ from person to person. Where we describe a timeframe or an outcome, we describe what people using the product as directed have typically reported. We cannot and do not promise a specific result for you.

4. How a contract is formed

Placing an order is an offer to buy. We accept it when we send you an order confirmation email, and a contract between us comes into existence at that moment.

If we cannot accept your order — because the product is out of stock, because we have identified an error in the price or the description, or because we are unable to meet a delivery deadline — we will tell you and will not charge you. If you have already been charged, we will refund you in full.

We may cancel an order where we reasonably believe it has been placed fraudulently, or where the same customer repeatedly claims refunds in a way that suggests abuse of our guarantee.

5. Prices and payment

Prices are in pounds sterling and are shown on the product page. The price you pay is the price displayed at the moment you place your order. There are no delivery charges and there is no minimum order value.

ECPRO BRAND LTD is not registered for VAT, so no VAT is charged on your order and no VAT invoice can be issued.

We accept the payment methods shown at checkout, including credit and debit cards, Shop Pay, Apple Pay and Google Pay. Payment is taken when you place your order. Card details are handled by Shopify's payment systems; we never see your full card number.

If the price shown was obviously wrong and you could reasonably have recognised it as an error, we may cancel the order and refund you rather than supply the product at that price.

6. Delivery

We deliver with Royal Mail or Evri, and you will receive tracking details by email once your parcel has been dispatched. Full details are in our Shipping Policy.

Your order becomes your responsibility once it has been delivered to the address you gave us. Until then, the risk stays with us.

7. Your right to cancel and return

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to change your mind, for any reason, and cancel.

To cancel, contact us at info@tryfolora.com or through our contact form before the 14 days are up. You then have a further 14 days to return the product to the address we give you.

You pay the cost of returning the product, and you should use a tracked service. We will refund you within 14 days of receiving the product back, or within 14 days of you giving us proof that you have sent it, whichever is sooner.

We may reduce your refund if the product has been handled more than was necessary to establish its nature, characteristics and how it works — in other words, more than you would have been able to handle it in a shop.

Our Returns and Refund Policy explains exactly how this works. Our 60-day money-back guarantee (section 8) is a separate commercial promise that goes well beyond this legal right. Using one does not remove the other.

8. Our 60-day money-back guarantee

If you are not satisfied with Folora, contact us within 60 days of receiving your order for a full refund under our 60-day money-back guarantee.

We may ask you to return the product or to provide evidence that you have used it before we issue a refund. Full details are on our 60-Day Money-Back Guarantee page.

This guarantee is given voluntarily and in addition to your legal rights. It does not limit them in any way.

9. Faulty or misdescribed products

Under the Consumer Rights Act 2015, the products we supply must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery, if a product is faulty you can reject it and get a full refund.
• After 30 days and within six months, we will repair or replace it. If that is not possible, or does not fix the problem, you can claim a refund, which may be reduced to reflect the use you have had.
• After six months, the same rights apply, but you may be asked to show that the fault was present when the product was delivered.

If a product arrives damaged, is faulty or is not what you ordered, tell us within a reasonable time and send a photograph if you can. We pay the return postage for faulty, damaged or incorrect items.

10. Using our products safely

Folora is for external use on the scalp only, by adults. Follow the instructions supplied with the product and do not exceed the recommended frequency of use.

Do not use the product on broken, irritated, inflamed or sunburnt skin, or over moles, warts or areas of active infection. Carry out a patch test before first use. Stop using the product and seek advice from a pharmacist or doctor if you experience persistent irritation.

The applicator is for one person only and must not be shared. Replace it as directed.

If you are pregnant or breastfeeding, have a diagnosed skin or scalp condition, or are taking prescribed medication for hair loss, speak to a healthcare professional before use.

Keep out of the reach of children.

11. Our liability to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill.

We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products, and for defective products under the Consumer Protection Act 1987.

We are not liable for loss that was not foreseeable, or for any loss of profit, loss of business or business interruption, since we supply products for domestic and private use.

12. Our website

We may change, suspend or withdraw any part of our website at any time. We do not guarantee that it will always be available or free of errors.

All content on tryfolora.com — text, images, video, design and the Folora name and logo — belongs to us or is used with permission. You may not copy or reuse it commercially without our written consent.

You must not misuse our website, introduce anything malicious to it, or attempt to gain unauthorised access to it or to the servers on which it is hosted.

13. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, industrial action affecting our carriers, or failures of public networks. If such an event occurs, we will contact you as soon as possible and do what we reasonably can to limit the delay. If the delay becomes substantial, you may cancel the order and receive a full refund.

14. Complaints and disputes

If something has gone wrong, email info@tryfolora.com with your order number and what happened. We aim to acknowledge every complaint within two working days and to resolve it within ten.

If we cannot resolve it between us, you may take the matter to court. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the nation where you live.

You can also get free, independent advice from Citizens Advice — citizensadvice.org.uk, or 0808 223 1133.

15. General

If any part of these terms is found to be unlawful, the rest remain in force. If we do not insist that you do something you are required to do under these terms, that does not prevent us from insisting later.

We may transfer our rights and obligations under these terms to another organisation, and will tell you in writing if we do. You may only transfer yours with our written consent.

This contract is between you and us. No other person has any right to enforce it.

We may update these terms. The version that applies to your order is the version published when you placed it.