Our Terms

  1. 1.

    These terms

    1. 1.1

      These are the terms and conditions on which we supply our services to you.

    2. 1.2

      Please read these terms carefully before you register with us or use the services we provide. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

  2. 2.

    Information about us and how to contact us

    1. 2.1.

      Returnable is a trading name of Audience Studio Limited a company registered in England and Wales. Our company registration number is 10675148.

    2. 2.2.

      You can contact us by telephoning our customer service team at +44 (0) 330 128 1324 or by writing to us at [email protected]

    3. 2.3.

      If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us during registration.

  3. 3.

    Our contract with you and the services we provide

    1. 3.1.

      When you complete your membership to our service or use our services in any other way, a contract will come into existence between you and us. This contract covers, amongst other things, yours and our rights in relation to these terms and the services we provide.

    2. 3.2.

      We will provide services to you in relation to your membership for the membership period. Your access to these services will end when your membership expires unless you choose to renew it.

    3. 3.3.

      We may have to suspend the supply of our services to:

      1. a.

        deal with technical problems or make minor technical changes; or

      2. b.

        update the services to reflect changes in relevant laws and regulatory requirements.

    4. 3.4.

      If you do not pay us the membership fee whenever this is due (see clause 10.2), we may suspend supply of the services until you have paid us the outstanding amounts. We will endeavour to contact you to tell you we are suspending supply of the services.

  4. 4.

    Your account with us

    1. 4.1.

      Before you can start your membership with us, or use any of our services, you will need to create an account with us. By creating an account, you confirm that you agree to these terms and that all of the information you provide to us is accurate and complete.

    2. 4.2.

      When creating your account, you will receive a sign-in link to enable you to access your account. You should keep all of your account details safe and not give these to anyone to avoid anyone else using the services on your behalf.

  5. 5.

    Restrictions on the services

    1. 5.1.

      During your membership period or at any time you are using our services, you should not:

      1. a.

        use our service for anything other than the return of lost items unless we have specifically told you otherwise;

      2. b.

        use our services or our communications tool to send illegal, offensive, defamatory, false or misleading information to any other person. We may share any of the communications made through our site with the police or other relevant authority if we consider this reasonable; or

      3. c.

        disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of our services or copy any of our services for any reason.

  6. 6.

    Your rights to cancel

    1. 6.1.

      Your rights when you cancel your membership will depend on whether or not we have told you we cannot provide the service and when you decide to end the contract.

    2. 6.2.

      If you are cancelling your membership for a reason set out below the contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:

      1. a.

        we have told you about an error in the price or description of the services you have been offered and you do not wish to continue with your membership; or

      2. b.

        we have suspended supply of the services for technical reasons or reasons outside of our control.

    3. 6.3.

      Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days. These rights are provided under the Consumer Contracts Regulations 2013.

    4. 6.4.

      If you tell us within 14 days of the beginning of your membership, we will cancel your membership and refund you any membership fees you have paid to us already. If you cancel after this 14-day period has ended, your membership will end when your membership term expires but you will still be required to pay for this period.

    5. 6.5

      When you don't have the right to change your mind.

      1. a.

        You do not have a right to change your mind in respect of services once we have begun processing or the services have been completed, even if the cancellation period is still running.

      2. b.

        You do not have a right to change your mind in respect of any tags purchased, as this is a bespoke product displaying unique information, and is therefore made to order.

  7. 7.

    How to cancel your membership and end the contract with us (including if you have changed your mind)

    1. 7.1.

      To cancel your membership, please email us at [email protected] Please provide your name, home address and, where available, your phone number. This email must be sent from the email address you registered with us.

    2. 7.2.

      Where a refund is due to you, we will refund you the membership fee you have paid by the method you used for payment.

  8. 8.

    Our rights to end the contract

    1. 8.1.

      We may end the contract for a service at any time by writing to you by email if:

      1. a.

        you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due; or

      2. b.

        you do anything which these terms specifically restrict or you do something which we reasonably believe leads us to believe that you will break any of the terms of the contact between us.

    2. 8.2.

      There are some circumstances, including the situations set out in clause 8.1, in which we may suffer a loss because of things you have done. If this happens, we may charge you reasonable compensation for the net costs we incur as a result of you breaking the contract.

  9. 9.

    If there is a problem with the service

    1. 9.1.

      If you have any questions or complaints about the service, please contact us. You can telephone our customer service team at +44 (0) 330 128 1324 or write to us at [email protected]

    2. 9.2.

      We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.

  1. 10.

    Price and payment

    1. 10.1.

      The price of the services (which includes VAT) will be indicated on our website when you sign up for membership.

    2. 10.2.

      We accept payment with the credit and debit cards listed on the order page for our membership service. You must pay the membership fee either monthly or annually depending on what membership service you have agreed.

    3. 10.3.

      The price of the services indicated on our website may vary from time. We will not always give you notice of any of these changes but the price for your membership will not change during the period of your membership.

    4. 10.4.

      Our payment services are provided by our payment partner Stripe and the terms and conditions for these services can be found here: https://stripe.com/payment-terms/legal.

  2. 11.


    1. 11.1.

      As part of our service, other users may offer rewards for items found. In relation to any rewards, please note the following;

      1. a.

        we cannot guarantee the payment or offer of a reward in relation to any of our services. The decision to offer a reward is entirely the responsibility of each user.

      2. b.

        where we think, in our reasonable opinion, that any user is in breach of these terms, we may suggest or require the withholding of a reward.

      3. c.

        where you are the owner of any items which are found, you, and not Returnable, are responsible for the payment of a reward to the finder. We will deduct the amount of any reward you offer provided all the relevant terms have been met from the payment card you have on file with us.

  3. 12.

    Our responsibility to you

    1. 13.1.

      Our services include the provision of a communication tool between you and other users which can be used to arrange the return of lost items. Where you use or are involved in the use of these services, we will not be responsible for:

      1. a.

        any failure by any other user or person in relation to whom you use the service to do anything they indicated. We are not responsible for things other users may do or may fail to do whether they are based in the UK or in another country;

      2. b.

        anything which another user may communicate to you on a chat whether this be offensive or illegal content or any false or misleading statements. We will take all reasonable care to ensure our users are aware of their obligations around what they can and can’t do with our services but we are unable to have complete control over this;

      3. c.

        any failure of any other person to return an item to you which is a result of any incorrect information you have provided on our website including, but not limited to, your contact details or the item description; or

      4. d.

        any communication you may have with another user of our service but with whom you have communicated with other than through our communication tools.

  4. 14.

    Our responsibility for loss or damage suffered by you

    1. 14.1.

      If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

    2. 14.2.

      This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the services as summarised at clause 9.2.

    3. 14.3.

      We only supply the services for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

  5. 15.

    How we may use your personal information

    1. 15.1.

      We will only use your personal information as set out in our Privacy Policy.

  6. 16.

    Other important terms

    1. 16.1.

      We may transfer our rights and obligations under these terms to another organisation.

    2. 16.2.

      You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

    3. 16.3.

      This contract is between you and us. No other person shall have any rights to enforce any of its terms.

    4. 16.4.

      Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

    5. 16.5.

      If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

    6. 16.6.

      These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.

Updated September 2020