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Terms and Conditions

SSR Media Ltd trading as KKOL.Essence and KKOL

Reg Address: 5 Mead Court, Knaphill, Woking, Surrey, GU21 2JP, UK

 

 

These Terms and Conditions ("Terms") explain how you may use our website, www.kkol.co.uk, and your relationship with us when you use our services or purchase our products.

Throughout these Terms:

 

  • "We", "our", or "us" means SSR Media Ltd, trading as KKOL.Essence and KKOL.

  • "You" or "your" means anyone who visits or uses our website and products or services

 

Please read these Terms carefully before using our website. By accessing or using the website, you agree to be bound by these Terms. If you do not agree with them, you should not use the website.

If you have any questions, please contact us.

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1. Agreement

By using our website, you agree to these Terms.

We allow access to our website on a temporary basis and reserve the right to change, suspend or withdraw any part of the website or its services at any time without notice.

We are not responsible if the website is unavailable for any reason or for any period.

You are responsible for ensuring you have everything necessary to access the website, including a suitable internet connection and equipment.

If anyone else accesses our website using your internet connection, you are responsible for ensuring they are aware of these Terms and comply with them.

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2. Changes to These Terms and Website

2.1 Changes to These Terms

We may update these Terms from time to time. The latest version will always be available on our website.

It is your responsibility to check for updates. If you continue using the website after any changes take effect, you will be considered to have accepted the revised Terms.

We may also modify, suspend or permanently remove any part of the website or its content without notice.

2.2 Website Updates

We regularly update our website and may change its content at any time.

If necessary, we may suspend access to the website or close it indefinitely.

Although we aim to keep all information accurate and up to date, some content may become outdated. We are under no obligation to update all material immediately.

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3. Registration and Customer Information

If you register an account or place an order with us, you confirm that:

  • All information you provide is accurate, complete and up to date.

  • You are registering using your own identity and are not pretending to be another person or organisation.

  • Any products purchased are for personal, private use only and are not intended for resale.

You agree to notify us promptly if any of your personal details change.

You can contact us at:

Email: team@kkol.co.uk

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4. Privacy

We treat your personal information as confidential and handle it in accordance with our Privacy Policy.

Please read our Privacy Policy  and Cookie Policy to understand how we collect, use and protect your personal data.

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5. Acceptable Use of the Website

5.1 Lawful Use

You agree to use our website only for lawful purposes and in accordance with all applicable laws and regulations.

You must not upload, transmit or introduce anything that could damage, interrupt or interfere with the operation or security of the website, including viruses or malicious software.​

5.2 User Content

If you submit reviews, comments or other material to our website or social media channels, you are responsible for everything you post.

You confirm that:

  • the content is your own work;

  • the information is truthful and accurate; and

  • you have the right to share it.

We are not responsible for any content submitted by users.

We reserve the right to remove, edit or refuse to publish any content that we believe breaches these Terms.

5.3 Prohibited Content

You must not post or upload content that:

  • is false, misleading or inaccurate;

  • is obscene, offensive, abusive or illegal;

  • contains hate speech or promotes discrimination based on race, religion, gender, sexuality or any protected characteristic;

  • promotes violence;

  • infringes another person's copyright, trademark, privacy or other legal rights;

  • contains spam, chain letters or pyramid schemes;

  • advertises products or services without our permission;

  • impersonates another individual or organisation;

  • damages our website, systems or data;

  • gives the impression that the content has been approved or published by us when it has not.

5.4 Personal Information

For your own safety, we recommend that you do not post personal or sensitive information about yourself in public areas of our website.

5.5 Licence to Use Your Content

You keep ownership of anything you submit.

However, by posting content on our website or related social media platforms, you give us a worldwide, perpetual, irrevocable, royalty-free licence to:

  • publish it;

  • copy it;

  • edit it;

  • translate it;

  • adapt it;

  • reproduce it;

  • share it; and

  • use it for marketing or other legitimate business purposes.

We may display your name alongside your content.

5.6 Intellectual Property Complaints

If another person claims that content you have posted infringes their intellectual property rights or privacy rights, we may disclose your identity where required by law.

We will also cooperate fully with law enforcement agencies or courts where legally required.

5.7 Reporting Misuse

If you become aware of unlawful or prohibited use of our website by another user, you should notify us as soon as possible.

5.8 Communications

If you provide your contact details when submitting content, you agree that we may contact you regarding your submission or for other necessary administrative reasons.

For the purposes of this section, references to the website also include all official KKOL.Essence social media pages and online platforms.

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6. Indemnity

You agree to indemnify and hold harmless SSR Media Ltd (trading as KKOL.Essence and KKOL), including our directors, employees, suppliers and representatives, against any claims, losses, damages, costs or legal expenses that arise as a result of:

  • your breach of these Terms;

  • your misuse of the website;

  • your misuse of our products; or

  • anyone using the website through your account or personal information.

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7. Links to Third-Party Websites

Our website may contain links to third-party websites for your convenience.

These websites are not under our control, and we are not responsible for their content, privacy practices, products or services. A link does not mean that we endorse or approve that website.

Any use of third-party websites is entirely at your own risk.

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8. Eligibility to Purchase

To place an order through our website, you must:

  • be at least 18 years old;

  • provide accurate and complete personal information; and

  • have the legal capacity to enter into a binding contract under the laws of England and Wales.

By placing an order, you confirm that the information you provide is correct and that you are authorised to use the payment method supplied.

To help prevent fraud, we may verify your identity and payment details using trusted third-party services before accepting your order.

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9. Intellectual Property

All content on this website, including text, photographs, graphics, logos, product descriptions, videos, designs and software, is owned by or licensed to us and is protected by copyright, trademark and other intellectual property laws.

You may:

  • view our website;

  • download or print pages for your own personal, non-commercial use; and

  • share links to our website.

You must not:

  • copy or reproduce website content for commercial purposes;

  • modify or distribute our content without permission;

  • remove copyright or ownership notices;

  • use our logos or trademarks without our written consent.

If you breach these Terms, your right to use our website will end immediately and you may be required to destroy or return any copies you have made.

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10. Limitation of Liability

Nothing in these Terms excludes or limits our liability where doing so would be unlawful, including liability for:

  • death or personal injury caused by our negligence;

  • fraud or fraudulent misrepresentation; or

  • any rights you have under UK consumer law.

Our website is provided "as available" and "as is". While we make every reasonable effort to ensure the information on our website is accurate and up to date, we cannot guarantee that it will always be free from errors, interruptions or technical issues.

We do not guarantee that:

  • the website will always be available;

  • the website will be free from viruses or harmful code;

  • the website will be compatible with your devices or software; or

  • the information published will always be complete or current.

To the fullest extent permitted by law, we will not be liable for any indirect or consequential loss arising from your use of the website, including loss of profits, business, anticipated savings, data or goodwill.

Nothing in this section affects your statutory rights.

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11. International Use

Our website is operated from the United Kingdom.

If you access the website from another country, you are responsible for ensuring that your use complies with the laws of your own jurisdiction.

Where products are shipped internationally, you are responsible for ensuring that they are legal to import into your country and for complying with all local laws and regulations.

We accept no responsibility if products cannot legally be imported into your country or are delayed, seized or refused by customs authorities due to local laws.

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12. Severability

If any part of these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect.

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13. No Waiver

If we choose not to enforce any part of these Terms at any time, this does not mean we waive our right to enforce that provision or any other provision in the future.

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14. Entire Agreement

These Terms, together with any documents specifically referred to within them, form the entire agreement between you and us regarding your use of the website and the purchase of our products.

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15. Governing Law

These Terms are governed by the laws of England and Wales.

Any dispute relating to these Terms or your use of our website will be subject to the exclusive jurisdiction of the courts of England and Wales.

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16. Orders

16.1 Order Acceptance

All orders are subject to acceptance and product availability.

After placing an order, you will receive an acknowledgement email confirming that we have received it. This email does not mean that your order has been accepted.

Your order is accepted only when we have:

  • successfully received your payment; and

  • dispatched your products.

Until that point, we reserve the right to refuse or cancel any order.

16.2 Product Availability

If a product you have ordered is unavailable, we will contact you as soon as possible. You may choose to:

  • wait until the item becomes available;

  • select an alternative product (where available); or

  • receive a full refund.

16.3 Payment Security

We take reasonable steps to protect your payment information during the ordering process.

However, unless we have been negligent, we cannot be held responsible for any loss arising from unauthorised access to information you provide when placing an order online.

16.4 Delivery Risk and Ownership

Responsibility for the products passes to you once they have been delivered to the delivery address you provided.

Please ensure your delivery details are correct before completing your order.

Ownership of the products transfers to you once we have received full payment and the goods have been dispatched.

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17. Prices and Payment

17.1 Prices

All prices shown on our website are in Pounds Sterling (£) and include VAT where applicable.

We reserve the right to change prices at any time before an order is accepted.

17.2 International Taxes and Duties

Orders delivered outside the United Kingdom may be subject to import duties, taxes, customs charges or other local fees.

These charges are set by the destination country and are your responsibility.

We recommend checking with your local customs authority before placing an international order.

17.3 Customs Inspections

International shipments may be inspected by customs authorities.

You are responsible for complying with all laws and regulations relating to the import of products into your country.

17.4 Payment Methods

We currently accept payment using major debit cards, credit cards and any other payment methods displayed during checkout.

Payment must be successfully authorised before your order is dispatched.

17.5 Pricing Errors

Although we make every effort to ensure our prices are accurate, genuine pricing errors can occasionally occur.

If we discover that a product has been incorrectly priced before accepting your order, we will contact you and give you the option to:

  • confirm your order at the correct price; or

  • cancel your order and receive a full refund.

17.6 Payment Verification

All card payments are subject to validation and authorisation by your card issuer.

If your payment provider refuses payment, we will not be responsible for delays or non-delivery resulting from that refusal.

17.7 Failed Payments

If an authorised payment cannot be processed, we may attempt to process it again.

Where appropriate, we will notify you before making any further payment attempts.

17.8 Discount Codes

Unless stated otherwise, only one promotional or discount code may be used per order.

Discount codes:

  • cannot be exchanged for cash;

  • may have expiry dates or minimum spend requirements;

  • may be restricted to selected products; and

  • remain subject to their individual promotional terms.

We reserve the right to reject or cancel any order that does not comply with the conditions of a promotional offer.

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18. Payment Processing

Payments are securely processed by trusted third-party payment providers.

We do not store or have access to your full payment card details.

If your payment is declined or cannot be processed, we are under no obligation to fulfil your order until payment has been successfully received.

Any charges imposed by your bank or payment provider remain your responsibility.

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19. Packaging and Delivery

For additional information read our full Shipping and Delivery Policy

We carefully package every order to help ensure it arrives safely.

We choose the delivery service and packaging method that we believe is most suitable for each order.

Where possible, we aim to use packaging and delivery methods that reflect our commitment to responsible business practices.

If your location requires a specialist courier or additional delivery arrangements, we will discuss these with you before dispatch.

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20. Dispatch Times

As a small independent business, many of our products are carefully prepared and packed by hand.

Orders are normally processed within 2–3 working days before being dispatched. Weekend and bank holiday orders might affect this timing.

Delivery times provided by courier services are estimates only and may be affected by factors outside our control.

We are not responsible for delays caused by delivery companies, customs authorities or events beyond our reasonable control.

Free samples and smaller purchases may be sent via 2nd class mail. In this case a tracking number will not be available. Where possible we will supply a barcode for proof of delivery.

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21. Delivery

21.1 UK Delivery

Where offered, free delivery applies only to orders delivered within the United Kingdom.​

21.2 International Orders

We may agree to ship products internationally by prior arrangement.

Where international shipping is available, you agree to pay any applicable delivery charges before dispatch.

21.3 Customs and Import Charges

For international deliveries, you are the importer of record.

You are responsible for:

  • complying with your country's import laws;

  • paying any customs duties, taxes or handling charges;

  • completing any customs requirements; and

  • ensuring the products can legally be imported into your country.

We recommend checking local regulations before placing your order.

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21.4 Customs Representatives

Where necessary, you authorise us to appoint a delivery carrier to act as your customs representative solely for the purpose of completing customs clearance.

Any customs charges, taxes or fees incurred remain your responsibility.

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22. Returns, Refunds and Exchanges

22.1 Our Returns Policy

Our Returns & Refunds Policy forms part of these Terms and Conditions.

Please inspect your order as soon as it arrives and before using any products. If you believe an item is incorrect, damaged or faulty, please contact us as soon as possible and, where possible, within 14 days of delivery.

Before returning any item, please contact our Customer Care Team to obtain return instructions. This helps us process your return quickly and efficiently.

22.2 Your Consumer Rights

Nothing in these Terms affects your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015. For further information about your statutory rights, you can visit GOV.UK or contact Citizens Advice.

22.3 Incorrect Items

If we have sent you the wrong product, please contact us as soon as possible.

We may ask for photographs or additional information so we can investigate and arrange the most appropriate resolution, which may include a replacement, exchange or refund.

22.4 Damaged Items

If your order arrives damaged, please accept delivery where possible and contact us immediately.

Please provide photographs of the packaging and damaged product to help us assess the issue.

We will review your claim and, where appropriate, arrange a replacement, exchange or refund.

22.5 Faulty Products

If you believe a product is faulty, please contact us with details of the issue and, where possible, photographs.

We may need to inspect or test the product before confirming whether a fault exists.

22.6 Returning an Item

When arranging a return:

  • Contact us first for return instructions.

  • Package the item securely.

  • Keep proof of postage until your return has been processed.

  • You remain responsible for the product until it reaches us.

We recommend using a tracked delivery service appropriate for the value of the item.

22.7 Return Postage Costs

We will reimburse reasonable return postage costs where:

  • we supplied the wrong product;

  • the product was faulty;

  • the product arrived damaged; or

  • we requested the item be returned due to our error.

We are unable to reimburse return postage for unwanted items or products returned outside your statutory rights unless we have agreed otherwise.

If a returned product is found not to be faulty after inspection, we may ask you to pay the cost of returning it to you.

22.7 We generally do not refund unwanted bespoke items.

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23. Hygiene and Used Products

For health protection and hygiene reasons, we cannot accept returns, refunds or exchanges for products that have been opened or used unless:

  • the product is faulty;

  • the product was supplied incorrectly; or

  • your statutory rights require otherwise.

If you are unsure whether your product is eligible for return, please contact us before sending it back.

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24. Multi-Buy Offers and Promotions

Where products are purchased as part of a multi-buy or bundle offer and you return only part of that order (other than due to a fault or our error), we reserve the right to:

  • adjust the refund to reflect the full individual selling price of the products you keep; or

  • require all products included within the promotional offer to be returned.

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25. Free Gifts and Promotional Samples

Where a free gift or sample is included with a qualifying purchase:

  • only one free gift or sample is available per qualifying order unless stated otherwise;

  • all gifts are subject to availability;

  • we reserve the right to substitute an alternative gift of similar value where necessary.

If a qualifying purchase is returned and no longer meets the promotional requirements, we may require the free gift to be returned or deduct its reasonable value from any refund where permitted by law.

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25a Discount codes. 

Discount codes can only be used once. They may be restricted to specific products and/or specific users. They may be limited to use in specific time frames. Two different codes cannot be used in the same checkout. Please contact us if you need more information. 

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26. Product Information and Restricted Ingredients

Some KKOL products may contain hemp-derived ingredients or other ingredients that are legal for sale within the United Kingdom.

If you choose to purchase products for delivery outside the UK, you are responsible for ensuring they comply with the laws of the destination country.

We are not responsible for products delayed, refused, confiscated or destroyed by customs authorities because they are prohibited or restricted in the country of import.

All products are manufactured in an environment where nuts and other allergens may be present.

Please read ingredient information carefully before use and carry out a patch test where appropriate.

If you require further product information or certification details, please contact us before placing your order.

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27. Product Safety

Some products sold by KKOL, including candles and similar home fragrance products, require safe and responsible use.

Please follow all safety instructions supplied with the product.

Additional product-specific safety guidance may be provided separately on our website or with the product packaging and forms part of these Terms where applicable.

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28. Original Material, stock footage and AI Generated Material

Some content published on this website, including written material, graphics, illustrations and other creative assets, may be created or enhanced using artificial intelligence (AI) tools as part of our content creation process.

All AI-assisted content is reviewed, edited and approved by KKOL before publication to help ensure it accurately represents our brand, products and services.

Unless otherwise stated, product pages will include original photographs of the relevant product or product range taken by or for KKOL wherever reasonably possible. In some cases, we may use licensed stock photography, AI-generated imagery or other illustrative content to demonstrate product concepts, styling, colours, packaging or intended use.

Illustrative images are provided to enhance the customer experience and are not intended to misrepresent the products offered for sale. As products may vary in size, colour, packaging or appearance, customers should always refer to the written product description, specifications and stated dimensions before making a purchase. If you require any further information, please contact us before placing your order.

From time to time, not every product variation, fragrance, size or packaging option may be individually photographed. Where this occurs, representative imagery may be used while we update or expand our product photography.

All website content, whether created by individuals, AI tools or a combination of both, remains the intellectual property of KKOL or is used under the appropriate licence or permission. Unauthorised copying, reproduction, distribution, modification or commercial use of any website content is prohibited without our prior written consent.

Where AI tools, stock imagery or website-building platforms are used to create or enhance content, such content is used in accordance with the applicable licence terms available at the time of creation. We reserve the right to replace, update or remove any website content at any time without notice.

While we may use AI-assisted or illustrative content to support the presentation of our products and brand, we are committed to ensuring that product descriptions, specifications and pricing accurately reflect the items offered for sale. We do not knowingly use AI-generated content to mislead customers about the nature, quality or characteristics of our products.

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29. Complaints

We are committed to providing excellent customer service.

If you are unhappy with any aspect of your order, our products or the service you have received, we encourage you to contact us so we can investigate and resolve the matter fairly and as quickly as possible.

You can contact our Customer Care Team by emailing:

team@kkol.co.uk

We aim to acknowledge complaints promptly and will keep you informed throughout our investigation.

During particularly busy periods, our response may take a little longer, but we will always aim to respond as soon as reasonably possible.

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30. Contact Us

If you have any questions about these Terms and Conditions or any of our products or services, please contact us electronically. Please do not use our registered address as we cannot guarantee a swift reply and solution:

 

Email: team@kkol.co.uk

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