Terms and Conditions
TERMS AND CONDITIONS OF SALE
Chill Connect - chillconnect.co.uk Last updated: 29 April 2026
1. About These Terms
1.1 These Terms and Conditions ("Terms") govern all use of the Chill Connect wholesale ordering website at chillconnect.co.uk (the "Website") and all orders placed through it. Please read them carefully before registering an account or placing an order.
1.2 The Website is operated by Chill Brands Group PLC, a company registered in England and Wales (company number 09309241) ("we", "us", "our", "Chill Connect").
1.3 By registering a trade account or placing an order through the Website, you confirm that you have read, understood, and agree to be bound by these Terms in full. If you do not agree, you must not use the Website or place orders.
1.4 These Terms apply to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by trade, custom, practice, or course of dealing.
1.5 We reserve the right to update or amend these Terms at any time. The version published on the Website at the time you place an order will apply to that order. We recommend you review these Terms each time you place an order.
2. Trade Customers Only
2.1 The Website is operated exclusively as a business-to-business (B2B) wholesale platform. It is not open to members of the public or retail consumers.
2.2 By registering an account, you confirm that you are purchasing goods in the course of a business and not as a consumer. No consumer protection rights apply to transactions made through this Website, including (without limitation) rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2.3 You must be a legitimate trade buyer - such as a convenience retailer, off-licence, petrol forecourt operator, or other wholesale or retail business - operating in the United Kingdom.
2.4 We reserve the right to refuse, suspend, or terminate any account where we have reason to believe that the account holder does not meet the eligibility requirements set out in these Terms, without notice and without liability.
3. Age Restriction - Strictly No Sales to Under-18s
3.1 The products available through this Website include nicotine vapes, e-cigarettes, nicotine pouches, and related products (together, "Products"). These products are age-restricted goods.
3.2 You must be aged 18 or over to register an account or place an order. By registering, you confirm that you are aged 18 or over.
3.3 The Website is not intended for use by persons under the age of 18. We do not knowingly permit anyone under 18 to access the Website or purchase Products. If we become aware or have reasonable grounds to suspect that an account holder is under 18, we will suspend or terminate the account immediately.
3.4 We reserve the right to carry out age verification checks at any stage of the registration or ordering process.
4. Responsible Retailer Obligations
4.1 By purchasing Products from us, you agree that you will only sell or supply those Products to persons aged 18 or over, in compliance with all applicable laws and regulations, including the Tobacco and Related Products Regulations 2016 (as amended), the Nicotine Inhaling Products (Age of Sale and Proxy Purchasing) Regulations 2015, and any successor legislation.
4.2 You must operate and maintain a Challenge 25 or equivalent age verification policy in your retail premises or online channel, and train your staff accordingly.
4.3 You must not sell or supply Products through any channel or in any manner that does not comply with applicable regulations, including regulations governing advertising, labelling, packaging, and maximum nicotine concentration limits.
4.4 You must not supply Products to another business for onward resale without first satisfying yourself that the purchasing business is itself compliant with the regulatory requirements set out in this Section 4.
4.5 We reserve the right to request evidence of your compliance with this Section 4 at any time, including but not limited to evidence of your age verification policy, trading premises, business registration, or relevant licences. Failure to provide satisfactory evidence within a reasonable timeframe is grounds for suspension or termination of your account.
4.6 You acknowledge that the Products available through the Website are regulated goods and that you bear sole responsibility for ensuring that your purchase, storage, handling, and retail of those Products complies with all applicable laws, regulations, and local authority requirements. We accept no liability for your failure to comply.
5. Account Registration
5.1 To place orders through the Website, you must register a trade account. You must provide accurate, complete, and current information during registration and keep your account details up to date.
5.2 You are responsible for maintaining the confidentiality of your account login credentials. You must not share your login details with any other person or allow anyone else to access your account.
5.3 You are responsible for all activity that occurs under your account, whether or not authorised by you. You must notify us immediately at connect@chill.com if you become aware of any unauthorised use of your account or any security breach.
5.4 We reserve the right to decline any account application, close any account, or refuse any order at our absolute discretion, without being required to give reasons.
6. Orders and Contract Formation
6.1 All orders placed through the Website constitute an offer by you to purchase the Products specified in your order at the price shown, subject to these Terms.
6.2 A legally binding contract between us is only formed when we send you an order confirmation by email. Acknowledgement of receipt of your order does not constitute acceptance of it.
6.3 We reserve the right to decline any order, in whole or in part, at any time before dispatch, including where:
- the Products ordered are out of stock or discontinued;
- we are unable to verify your trade status or compliance with Section 4;
- there has been a pricing or description error on the Website;
- we have reason to believe the order is fraudulent or placed in bad faith;
- your account is subject to a credit hold or has outstanding overdue invoices.
6.4 If we decline your order or any part of it after you have paid, we will issue a refund for the relevant amount within a reasonable timeframe.
6.5 You are responsible for ensuring that the details of your order are correct before submitting it. We are not liable for errors in orders that you have submitted.
7. Products and Descriptions
7.1 We make reasonable efforts to ensure that product descriptions, images, and specifications on the Website are accurate. However, minor variations may occur and product packaging, branding, or formulation may change from time to time without notice.
7.2 Images of Products on the Website are for illustrative purposes only and may not reflect the exact appearance of the Product delivered.
7.3 Product availability is not guaranteed. We reserve the right to withdraw or substitute any Product at any time without notice.
7.4 Nothing on the Website constitutes a warranty, representation, or guarantee as to the quality, suitability, or fitness for purpose of any Product beyond what is required by law.
8. Pricing and VAT
8.1 All prices shown on the Website are in pounds sterling (GBP) and exclude VAT unless otherwise stated. VAT will be added at the applicable rate at checkout and shown on your invoice.
8.2 Prices are subject to change without notice. The price that applies to your order is the price displayed on the Website at the time you submit your order.
8.3 We take reasonable steps to ensure pricing accuracy. If a pricing error is identified before dispatch, we will contact you to confirm whether you wish to proceed at the correct price or cancel the order. If we are unable to contact you within a reasonable period, we may cancel the order and issue a full refund.
9. Payment
9.1 Payment is due at the time of ordering unless you have been granted credit terms by us in writing. We accept payment by debit card, credit card, and bank transfer through the payment methods made available on the Website at the time of ordering.
9.2 Payment card data is processed by our payment processor, Worldpay (a Fiserv company). We do not store your card details. By submitting payment, you authorise us to charge the total order value to your chosen payment method.
9.3 Where credit terms have been agreed, payment is due within the period stated on your invoice. Time for payment is of the essence. We reserve the right to charge interest on overdue amounts at the rate of 8% per annum above the Bank of England base rate, calculated daily, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. We also reserve the right to claim compensation and reasonable recovery costs on overdue accounts under the same legislation.
9.4 We reserve the right to withdraw or vary credit terms at any time, with or without notice, and to require immediate payment of all outstanding balances on withdrawal of credit.
9.5 All prices are exclusive of delivery charges where applicable. Applicable delivery charges will be shown at checkout.
10. Delivery
10.1 Delivery is subject to our Shipping Policy, which forms part of these Terms and is available at chillconnect.co.uk/policies/shipping.
10.2 Delivery timescales provided are estimates only. We do not guarantee delivery on any specific date or time. Time for delivery is not of the essence.
10.3 We are not liable for delays or failures in delivery caused by circumstances outside our reasonable control, including carrier delays, adverse weather, industrial action, or disruption to transport networks.
10.4 Risk in the Products passes to you on delivery. Title in the Products passes to you only upon receipt of payment in full.
10.5 If you fail to accept delivery through no fault of ours, risk in the Products passes to you at the time delivery was attempted, and we may charge you for storage costs and re-delivery.
11. Returns, Refunds and Shortages
11.1 Due to the regulated nature of our Products, we are unable to accept returns of nicotine or tobacco-related products unless they are faulty or not as described.
11.2 If you receive a Product that is faulty, damaged in transit, or materially not as described, you must notify us within 48 hours of delivery at connect@chill.com, providing your order number, a description of the issue, and supporting photographs where applicable. We will not accept claims notified outside this window except where required by law.
11.3 Any shortages or discrepancies in your order must similarly be reported within 48 hours of delivery. We will investigate and, where a shortage is confirmed, arrange for the missing items to be dispatched or issue a credit note.
11.4 Where a valid return or claim is accepted, our liability is limited to, at our election, replacement of the Products or a credit note or refund for the relevant items. We will not be liable for any consequential losses arising from a faulty or incorrect delivery.
11.5 Returned Products must not have been opened, handled beyond what is necessary to inspect them, or rendered unsaleable.
12. Limitation of Liability
12.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.
12.2 Subject to clause 12.1, we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any:
- loss of profits, revenue, or anticipated savings;
- loss of business or contracts;
- loss of goodwill or reputation;
- loss or corruption of data;
- indirect or consequential loss of any kind;
arising out of or in connection with these Terms or any order placed through the Website, even if we have been advised of the possibility of such loss.
12.3 Subject to clause 12.1, our total aggregate liability to you in respect of any and all claims arising out of or in connection with these Terms or any order shall not exceed the total value of the relevant order giving rise to the claim.
12.4 We make no warranty that the Website will be uninterrupted, error-free, or free from viruses or other harmful components. We are not liable for any loss or damage arising from your use of, or inability to access, the Website.
12.5 You are responsible for ensuring that the Products you purchase are suitable and compliant for the purpose for which you intend to use or sell them. We give no warranty as to the fitness of Products for any particular purpose beyond their advertised specification.
13. Indemnity
13.1 You agree to indemnify, defend, and hold harmless Chill Brands Group PLC, its directors, employees, agents, and contractors from and against any claims, losses, damages, penalties, fines, or costs (including reasonable legal fees) arising from:
- your breach of these Terms;
- your failure to comply with applicable laws or regulations in connection with your purchase or onward sale of Products;
- any sale or supply of Products by you to a person under the age of 18 or otherwise in breach of applicable age restriction laws;
- any negligent or unlawful act or omission by you, your employees, or your agents.
14. Intellectual Property
14.1 All intellectual property rights in the Website, including its content, design, graphics, and software, are owned by or licensed to Chill Brands Group PLC. Nothing in these Terms grants you any rights in respect of such intellectual property.
14.2 You must not copy, reproduce, modify, distribute, or exploit any part of the Website or its content without our prior written consent.
14.3 Product brand names, trademarks, and logos displayed on the Website are the property of their respective owners. Their display does not grant any licence or right to use them.
15. Data Protection
15.1 We process personal data in accordance with our Privacy Policy, available at chillconnect.co.uk/policies/privacy-policy. By using the Website and placing orders, you acknowledge that we will collect and process personal data relating to your account contacts as described in that policy.
15.2 Where you provide us with personal data relating to your employees or representatives, you confirm that you have appropriate authority to do so and that those individuals have been made aware of how their data may be used.
16. Force Majeure
16.1 We will not be in breach of these Terms, nor liable for any delay or failure to perform any obligation under them, where that delay or failure results from circumstances beyond our reasonable control. Such circumstances include, but are not limited to, acts of God, pandemic or epidemic, fire, flood, storm, war, civil unrest, terrorist acts, government action or regulation, industrial action, failure of third-party suppliers or carriers, or interruption to utilities or infrastructure.
16.2 If such circumstances continue for more than 30 days, either party may terminate any affected order on written notice, with no liability to the other, save that we will refund any amounts paid for Products not yet delivered.
17. Suspension and Termination
17.1 We may suspend or terminate your account and refuse further orders at any time, with or without notice, if:
- you breach any provision of these Terms;
- we have reason to believe you are not a legitimate trade buyer or are not complying with applicable regulations;
- you have outstanding overdue invoices;
- you have provided false or misleading information during registration or otherwise;
- we are required to do so by law or regulation.
17.2 You may close your account at any time by contacting us at connect@chill.com. Closure of your account does not affect any outstanding orders or payment obligations.
17.3 Termination or suspension of your account does not affect any rights or obligations that have already accrued.
18. General
18.1 Entire agreement. These Terms, together with our Privacy Policy and Shipping Policy, constitute the entire agreement between us in relation to your use of the Website and purchase of Products, and supersede all prior representations, discussions, or agreements.
18.2 Severance. If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted without affecting the remaining provisions, which shall continue in full force.
18.3 Waiver. Our failure to enforce any provision of these Terms at any time shall not constitute a waiver of that provision or of our right to enforce it subsequently.
18.4 No third-party rights. These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.
18.5 Assignment. You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to any group company or in connection with any sale or transfer of all or part of our business.
18.6 Governing law and jurisdiction. These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales. Each party irrevocably submits to the exclusive jurisdiction of the courts of England and Wales.
19. Contact Us
For any queries relating to these Terms, please contact us:
Email: connect@chill.com Monday to Friday, 9:00am - 5:30pm
Chill Brands Group PLC Company number: 09309241 Registered in England and Wales
These Terms were last updated on 29 April 2026.