Terms of service
TERMS OF SERVICE
Last updated: 19 September 2026
Welcome to From Malibu. By accessing or purchasing from our website, you agree to these Terms of Service.
Please read these terms carefully before placing an order.
1. About From Malibu
From Malibu is an online retailer specialising in selected American products sourced for customers in the UK and, where available, Europe.
Our products may include food, drinks, beauty and personal-care products, household products and other American imports.
Because our products are sourced internationally, availability, packaging, labelling, flavours, designs and formulations may differ from products sold in the UK or other markets.
We provide the product information available to us at the time of listing and encourage customers to review the complete product description before purchasing.
2. Product Information
We make reasonable efforts to ensure that product descriptions, photographs, prices and other information on our website are accurate.
However:
- Product packaging may change without notice from the manufacturer.
- Colours may appear differently depending on your device or screen.
- Product photographs may be illustrative where stated.
- Manufacturer packaging may contain promotional designs, seasonal artwork or other changes.
- Availability of particular flavours, variants or packaging may change.
- Product dimensions and weights may have minor variations.
Where a specific product specification is important to you, please contact us before placing your order.
Nothing in these Terms limits your statutory rights where a product does not match its description or otherwise fails to meet the requirements of applicable consumer law.
3. Orders
When you place an order, you are making an offer to purchase the products in your basket.
Your order is not guaranteed until we have accepted it.
We reserve the right to cancel an order where, for example:
- A product is unavailable.
- There has been an obvious pricing or listing error.
- We suspect fraudulent or abusive activity.
- We are unable to fulfil the order.
- A product cannot legally be supplied to the relevant destination.
If we cancel an order after payment has been taken, you will receive a refund of the amount paid for the cancelled order.
4. Pricing
All prices displayed on our website are shown in GBP unless otherwise stated.
We reserve the right to change prices before an order is placed.
Once an order has been accepted, we will not retrospectively increase the agreed product price.
Where applicable, delivery charges, taxes or other charges will be displayed before you complete your purchase.
5. International Products
Many products sold by From Malibu originate in the United States.
Packaging, ingredients, instructions, measurements, nutritional information and other product information may therefore differ from equivalent products sold in the UK.
Customers are responsible for reviewing the product information provided on the listing before purchase and ensuring that the product is suitable for their intended use.
For food, drinks, cosmetics, personal-care products and other products with usage or ingredient considerations, customers should review the manufacturer’s information and packaging before use.
6. Customer Responsibility
You are responsible for:
- Providing accurate delivery information.
- Checking your order before completing your purchase.
- Selecting the correct product, variant, flavour, size and quantity.
- Ensuring someone is available to receive the order where required.
- Following applicable product instructions and warnings.
- Storing products appropriately after delivery.
- Checking product information before consumption or use.
We are not responsible for losses arising solely from incorrect information supplied by the customer or misuse, improper storage or improper handling of a product after delivery, subject to your statutory rights.
Customer Responsibility & Destination-Country Requirements
Customers are responsible for ensuring that the products they purchase can legally be purchased, imported, possessed and/or used in their country of residence.
From Malibu sells products sourced from the United States and, where available, ships to customers internationally. Product laws, import restrictions, permitted ingredients, medication and supplement classifications, labelling requirements and other regulations can differ between countries.
Before placing an order, customers are responsible for checking the laws and requirements applicable to their destination.
This is particularly important for products such as supplements, vitamins, wellness products, food, cosmetics, personal-care products and other regulated or restricted goods.
For example, if a product is legally available for purchase from our store but is restricted, prohibited or subject to additional requirements in the customer’s destination country, the customer is responsible for understanding and complying with those requirements.
Where a customer provides an incorrect or incomplete delivery address, fails to provide information required for customs clearance, refuses to accept a legally deliverable shipment, or orders a product despite it being restricted in their destination country, From Malibu will not be responsible for losses arising solely from the customer’s failure to comply with applicable destination-country requirements, subject to any rights or obligations that cannot legally be excluded.
Customers may be required to pay customs duties, taxes, import charges or other fees associated with receiving goods in their country.
Customs / seizure
If an order is delayed, refused, returned, seized or destroyed by customs or another authority because of destination-country restrictions, inaccurate information supplied by the customer or the customer’s failure to comply with applicable import requirements, From Malibu will not be responsible for those consequences to the extent permitted by law.
Customers should check the relevant government or customs authority in their country before ordering if they are unsure whether a product is permitted.
7. Food, Drinks, Beauty & Personal-Care Products
For health, hygiene and safety reasons, certain products cannot be returned once opened.
This may include:
- Food and drinks
- Cosmetics
- Skincare
- Personal-care products
- Sealed hygiene products
- Other products where opening the packaging makes them unsuitable for return
Where a statutory cancellation right applies, applicable legal cancellation periods and exceptions will apply.
Please do not open or use a product if you are considering exercising a cancellation right.
8. Returns & Cancellations
Our returns policy forms part of these Terms of Service.
Nothing in these Terms removes or restricts any consumer rights that cannot legally be excluded.
Where a customer has a statutory right to cancel an online purchase, that right will apply subject to any applicable legal exceptions.
Products must be returned in accordance with our Returns & Refund Policy.
We may refuse a discretionary return or reduce a refund where legally permitted if a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
9. Damaged Products
Customers must inspect their order upon delivery.
If your product arrives damaged, please contact us as soon as reasonably possible and provide:
- Your order number
- Photographs of the product
- Photographs of the packaging
- A description of the damage
Do not dispose of the product or packaging until we have advised you to do so.
Where damage has occurred after delivery due to misuse, improper storage, accidental damage or other customer handling, we are not responsible for that damage, subject to your statutory rights.
10. Incorrect Products
If we have sent you an incorrect product, please contact us promptly.
We will investigate the issue and, where appropriate, arrange the remedy required under applicable law.
We reserve the right to request photographs or other reasonable evidence to verify the issue.
11. Faulty or Misdescribed Products
Nothing in these Terms excludes your legal rights regarding goods that are faulty, unsafe, not of satisfactory quality, not fit for their stated purpose or not as described.
Where applicable, remedies may include repair, replacement, price reduction or refund depending on the circumstances and applicable law.
12. Refunds
Where a refund is approved or legally required, refunds will generally be made using the original payment method.
We will not provide duplicate refunds or compensation where a customer has already received an appropriate remedy.
We do not provide additional compensation merely because a product was unsuitable for a customer’s personal preference, provided the product supplied complied with its description and applicable legal requirements.
13. Delivery
We provide estimated delivery information at checkout or elsewhere on the website where applicable.
Delivery times are estimates unless expressly stated otherwise.
We are not responsible for delays caused by circumstances outside our reasonable control, including carrier delays, customs processes, strikes, severe weather, government restrictions or other events outside our control.
However, nothing in this section removes any delivery rights you may have under applicable consumer law. Online sellers generally must deliver goods within 30 days unless another timeframe has been agreed.
14. Customs & International Delivery
Where we offer delivery outside the UK, additional customs, import duties, taxes or other charges may apply depending on the destination.
Where applicable, customers are responsible for charges that are legally payable by the recipient.
Customers are responsible for providing accurate delivery and customs information where required.
15. Promotions & Discounts
Promotional codes and discounts may be subject to specific conditions displayed alongside the promotion.
Unless expressly stated otherwise:
- Promotions cannot be exchanged for cash.
- Only one promotional code may be used per order.
- Promotional codes cannot be applied retrospectively.
- Promotions may have expiry dates or product exclusions.
We reserve the right to correct obvious promotional errors.
16. Prohibited Use
You must not use our website:
- For unlawful purposes.
- To commit fraud.
- To attempt to obtain products through false information.
- To interfere with website security.
- To introduce malicious software.
- To scrape or reproduce our website content without permission.
- To abuse promotional codes or offers.
- To submit fraudulent or deliberately misleading claims.
We reserve the right to investigate suspected fraudulent or abusive activity and take appropriate action.
17. Website Content
All content on the From Malibu website, including text, graphics, logos, photographs, branding and original materials, belongs to or is licensed to From Malibu unless otherwise stated.
You may not reproduce, redistribute, modify or commercially exploit our content without permission.
18. Third-Party Websites
Our website may contain links to third-party websites.
We are not responsible for the availability, content, security or policies of third-party websites.
19. Limitation of Liability
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.
Subject to that, we will not be responsible for losses that:
- Were not reasonably foreseeable when the contract was formed.
- Result solely from information incorrectly supplied by the customer.
- Result from misuse, improper storage or handling of a product after delivery.
- Are indirect or consequential losses where applicable law permits such limitation.
We will not exclude or limit liability for faulty or misdescribed goods where the law does not permit us to do so.
20. Changes to These Terms
We may update these Terms from time to time.
The version applicable to your purchase will be the version in force when your order is accepted, unless a change is required by law.
21. Privacy
Your personal information is handled in accordance with our Privacy Policy.
22. Governing Law
These Terms are governed by the laws applicable in England and Wales.
Nothing in these Terms prevents a consumer from relying on mandatory consumer protections that apply to them under applicable law.
23. Contact
If you have a question regarding an order, product or these Terms, please contact:
From Malibu
Email: chelseasustained@gmail.com