Eden Renewable Innovations Limited (Eden)
Business to Consumer Terms and Conditions of Sale

1. About these terms

1.1. What these terms cover

These terms and conditions (“Terms”) explain how we sell our products to consumers.
These Terms apply when you buy products from us for personal, domestic or household use and not wholly or mainly for business purposes.

1.2. Please read these Terms before ordering

Please read these Terms carefully before you place an order. They explain who we are, how your order is made, how we deliver the products, what you should do if you change your mind, what happens if you have a problem with the products, and other important information.

We will amend these Terms from time to time. Every time you wish to order products, please check these Terms to ensure you understand the terms that will apply at that time. The version of these Terms in force at the time you place your order will govern the contract between us for that order, and any later amendment to these Terms will not apply to or vary a contract already formed.
These Terms were most recently updated on 22nd July 2026.

1.3. Other documents that apply

The information contained in our product information, application notes, installation guides and delivery information may also apply to your purchase where relevant. If there is a conflict between these Terms and any of the other documents found on our website, our Terms will take priority. Any personal information you share with us will be handled in accordance with our Privacy Notice.
If you order a bespoke product from us, we may provide you with specific written order terms for that bespoke product. If there is a conflict between these Terms and any bespoke product terms, the bespoke terms will take priority for that product.

2. Who we are and how to contact us

2.1. Who we are

We are Eden Renewable Innovations Limited (Eden), a company registered in England and Wales under company number 05852839. Our registered office is Clint Mill, Cornmarket, Penrith, United Kingdom, CA11 7HW. Our VAT number is 886590172.
Any references to “we”, “us” or “our” contained within these Terms refer to Eden.

2.2. Our trading address

Our main trading and operational address is Soulands Gate, Dacre, Penrith, Cumbria, CA11 0JF. You may write to us at this address.

2.3. Our brands

We sell our THERMAFLEECE® branded insulation products and other products available on our websites. Eden Renewable Innovations Limited is the seller of those products.

2.4. How to contact us

Should you need to contact us regarding our products or your order, please contact us via:
Email: enquiries@thermafleece.com
Telephone: 017684 86285

2.5. How we may contact you
If we need to contact you, we will do so by telephone, email or post using the details you provided us when placing your order.

3. Our products

3.1. Product descriptions
We will take reasonable care to ensure that product descriptions, dimensions, pack sizes, performance information and prices on our website are accurate.

Images of products on our website are for illustration only and your product may vary slightly from those images. Variation is limited to presentation (such as colour, texture or the appearance of natural materials) and does not affect the contractual description, specification, quantity or performance characteristics of the product.

3.2. Product information and installation guidance

You must comply with all product-specific safety warnings, stated application restrictions and storage requirements supplied with the product or identified on the relevant product page, including the storage and handling requirements set out in clause 3.6.
Our application notes and installation materials otherwise provide general guidance only and do not replace project-specific advice from an appropriately qualified building professional.

3.3. Your responsibility for suitability

You are responsible for checking that the product you order is compatible with your property, intended use and applicable building requirements, and for obtaining advice from a suitably qualified building professional where necessary.

3.4. Our technical guidance is limited

We may give general guidance about our own products, including product selection and product application guidance. Any guidance provided by us is general only and should not be solely relied.
We do not provide a design service. We do not give structural, architectural, building design or project-specific system design advice. We do not design roof build-ups, room layouts, cavity wall systems or combined systems involving other manufacturers’ products.

3.5. Unsuitable uses

You must not use our products in applications for which they are not designed or recommended. Unsuitable uses of our products include, but are not limited to, the following:

• Thermafleece must not be installed within the voids of masonry cavities;
• Thermafleece must not be used where: (1) the element or system requires an insulation fire rating higher than Euroclass E; (2) the specific fire rating required for the element or system precludes the use of a Euroclass E-rated insulation; or (3) the element or system specifically precludes the use of Thermafleece.
• the products must not be laid below a building’s damp proof course (DPC); and
• the products must not cover standard recessed lighting fixtures unless those lights are specifically designed to have insulation laid over them or have an appropriate heat shield.

Further product-specific information on unsuitable uses is set out prominently on the relevant product page and in our FAQs section of our website.

3.6. Storage and handling

Our products should be stored indoors in a dry environment prior to installation or use.
If products are stored or handled incorrectly, this may affect their condition and performance. Products must not be stored outside, exposed to prolonged wet conditions, contaminated, damaged, or kept compressed for inappropriate periods or in inappropriate conditions.

More details about how our products should be correctly stored and handled can be found in the relevant product factsheet and in our FAQs section of our website.

3.7. No additional product warranty

We do not provide a separate voluntary guarantee unless one is expressly stated on the relevant product page or in writing. This does not affect your statutory rights.

4. Bespoke and non-standard products

4.1. When bespoke products may be available

We may offer bespoke or non-standard sized products by direct agreement with our office or sales team. We do not guarantee that bespoke sizing will be available for every product or order. Availability may depend on minimum order quantities and production requirements.

4.2. Bespoke order terms

If we agree to supply a bespoke or non-standard product, we will confirm the relevant specification, price, additional production charge if any, minimum order quantity, lead time and payment requirement, together with confirmation of whether the statutory 14-day cancellation right applies to that order. Full payment will be required upfront unless we agree otherwise in writing.

4.3. Cancellation and returns for bespoke products

Where the product is made to your specifications you will not have the usual 14-day right to cancel or return that product, but this does not affect your right to a remedy if the product is faulty, not as described, or otherwise does not conform to the contract, or any other statutory right.

5. How to place an order

5.1. Selecting products

You can select products through our website. You will be asked to select the relevant product options, add the product to your basket and proceed through checkout.

5.2. Placing your order

Your order is placed, and payment is authorised and taken, once you have completed the secure checkout. You should check your order carefully before checking out.

5.3. Confirmation of your order and when the contract is formed

After you have placed your order and made payment, we will send you a confirmation email letting you know that we have received your order. This email confirms that we have received your offer to buy the products, but it does not mean that your order has been accepted. No contract exists between us at this stage.

Once we have reviewed and confirmed we are able to proceed with your order, we will send you a second email confirming that we have accepted your order and set out the delivery arrangements. A contract for the sale of the products is only formed between you and us when we send you this second email confirming acceptance and delivery arrangements.

5.4. If we cannot accept your order

If we cannot accept your order, we will tell you and will promptly refund in full any payment you have made for the product. This may happen because the product is out of stock, there is an issue with payment, we have identified an error in the price or description, or we cannot meet a delivery requirement. If a product is out of stock, we may tell you the expected lead time and ask whether you want to proceed.

6. Prices and payment

6.1. Prices

The price of the product will be the price shown to you before you place your order. Prices will include VAT unless stated otherwise. Delivery charges will be shown before you place your order where they apply.

6.2. Payment in full

You must pay in full when you place your order, including for bespoke products, unless we agree otherwise in writing.

6.3. Payment methods

We accept payment by debit card, credit card, PayPal, Klarna, Google Pay, Apple Pay and bank transfer, but available payment methods may depend on the checkout and payment provider used at the time you order.

6.4. Payment details

Your payment-card details will be handled by the relevant payment provider. We do not store your payment-card details, although we retain records of your transactions and payment status.

7. Delivery

7.1. Delivery areas

We will tell you during the order process whether we can deliver to your address and what delivery charges apply. We do not currently deliver to addresses in the Republic of Ireland, and our checkout will not permit an order to be placed for delivery to that address.

7.2. Delivery methods

For orders placed through our website, we will select the courier, pallet network or other third-party delivery provider. Some products are bulky and may be delivered on pallets. Pallet deliveries may involve larger vehicles and may be made to the kerbside or nearest safe accessible point rather than inside your property.
Where we expressly agree outside the website ordering process that you, or a carrier arranged by you, will collect the products or arrange delivery, that collection or delivery will be at your own risk and expense unless we agree otherwise in writing.

7.3. Delivery communications

We will aim to tell you the anticipated delivery date, whether delivery is being booked for a particular day, any relevant vehicle information, and what you need to tell us about access. You must tell us, or our relevant 3rd party delivery provider instructed to make your delivery, promptly if the proposed date is inconvenient or if there are access restrictions.
Our delivery providers may contact you directly to confirm any of the delivery details such as those set out in this clause.

7.4. Access requirements

You must make sure that the delivery address can safely receive the products ordered. You must tell us about narrow roads, weight limits, low bridges, restricted access, parking restrictions, steep or difficult approaches, or any other issue that may affect delivery.

7.5. Missed delivery and re-delivery

If delivery cannot be completed because you gave us incorrect information, failed to tell us about access restrictions, were unavailable for an agreed delivery, or failed to make the delivery location accessible, we may need to charge you for reasonable re-delivery, storage or network charges that we incur. We will act reasonably and will try to work constructively with you where there is a delivery difficulty.

7.6. Split deliveries

We may split an order into more than one delivery where this is necessary or appropriate. If splitting an order would result in additional delivery charges, we will tell you before proceeding.

7.7. Delivery timing

We will deliver by the date or within the period agreed with you. If no date or period has been agreed, we will deliver without undue delay and no later than 60 days after the contract is formed. Where a genuinely longer lead time is required, we will only proceed on this basis with your express agreement obtained before the contract is formed, and we will record that agreed period in the acceptance email referred to in clause 5.3.

7.8. Risk

The products remain at our risk until you, or a person you have identified to take delivery (other than the carrier), take physical possession of them. Where you independently commission a carrier that we have not offered or arranged, risk in the products passes to you when we hand the products to that carrier, and that carrier is your responsibility and not ours.

8. If you change your mind

8.1. Your 14-day cancellation right

For most standard products bought online or at a distance, you have a legal right to change your mind and cancel within 14 days after the day you, or someone you nominate, receives the product. If the products are delivered in separate deliveries, the 14-day period runs from the day after the last delivery.

8.2. How to cancel

To cancel, you must inform us of your decision to cancel by a clear statement, such as by email or post using the details in clause 2.4, or by telephone. You do not have to give a reason for cancelling. You may, if you wish, use the model cancellation form set out in Schedule 1, but this is optional and not required to exercise your cancellation right. Please give your name, address, order number and product details to help us process your cancellation.

8.3. Returning products after cancellation

Once you have told us that you are cancelling, you must send the products back to us, or allow us to collect them, without undue delay and in any event not later than 14 days after the day on which you tell us you are cancelling, unless we have agreed to collect the products from you.

We may ask you to obtain a returns number from us before you send products back. This is an internal tracking mechanism only, to help us identify and process your return efficiently, and is not a condition of exercising your statutory cancellation right. We will tell you the correct return address, which may depend on the brand, quantity, condition of the products and warehouse location.

8.4. Condition of returned products

You may handle the products to the extent reasonably necessary to establish their nature, characteristics and how they function, in the same way you would be able to in a shop.

You do not lose your right to cancel because you have opened or examined the products in this way. However, if the value of the products has been diminished by any handling beyond what is reasonably necessary for this purpose, including damage, contamination, wetting or use of the products, we may deduct an amount reflecting that diminished value from your refund.

Any such deduction will not prevent you from exercising your right to cancel, and does not affect your separate statutory rights where a product is faulty or not as described.

8.5. Return costs for non-faulty products

Unless we tell you otherwise, you are responsible for arranging and paying for the return of non-faulty products where you are cancelling because you have changed your mind.

8.6. Refunds after cancellation

If you cancel in accordance with these Terms, we will refund the price paid for the products and any standard outbound delivery charge.
We will refund you using the same means of payment you used for the original transaction, unless you agree otherwise, and you will not incur any fee as a result of the refund.

We will not refund the extra cost if you chose a more expensive delivery option than our least expensive standard delivery option. We may deduct from the refund any loss in value caused by handling of the products beyond what is reasonably necessary, as described in clause 8.4. We may withhold the refund until we have received the products back or you have supplied evidence that you have sent them back, whichever is earlier.

9. If products are faulty, damaged or not as described

9.1. Your statutory rights

We are under a legal duty to supply products that are as described, fit for purpose and of satisfactory quality. Nothing in these Terms affects your statutory rights.

9.2. Summary of your key rights

The Consumer Rights Act 2015 gives you important rights in relation to products you order from us.

In summary:

Short-term right to reject: if something is wrong with the product, you can usually send it back for a full refund within 30 days of delivery (or, if later, delivery of the last item in your order).

Repair or replacement: at any time, you can ask us to repair or replace a faulty product. We must do this within a reasonable time and without causing you significant inconvenience. We are usually entitled to one attempt at a repair or replacement before you can ask for money off or reject the product instead.

Money off or rejecting the product: if a repair or replacement is not possible, does not fix the problem within a reasonable time, or causes you significant inconvenience, you may be entitled to keep the product and receive some money back, or to reject the product and get a refund. If you reject the product more than six months after delivery, we may deduct an amount to reflect your use of it.
These rights, and the time limits that apply to them, are subject to the detailed rules in the Consumer Rights Act 2015.

The time limits above are not a guarantee that products will last for any particular period. If you need to bring a claim through the courts, how long you have to do so depends on where you live: generally up to six years in England, Wales and Northern Ireland, or five years from when you became aware of the issue in Scotland. This is just about how long you have to make a court claim, it does not mean your product is guaranteed for that long, and it is separate from whether the product has lasted a reasonable time.

9.3. How to report an issue

If you think products are faulty, damaged, or not as described, please contact us using the relevant enquiries email in clause 2.4. Please provide your order details and a clear description of the issue, and photographs if you are able to. Any request from us for further photographs, samples or inspection will be reasonable and will not be used to delay or obstruct your short-term right to reject non-conforming products.

9.4. Investigation

We may need to investigate the issue. This may include asking for photographs, requesting samples, sending sample bags, arranging collection where appropriate, testing or inspecting the product, and providing feedback. Any such request will be reasonable and proportionate, and will not be used to delay or obstruct your short-term right to reject non-conforming products.

9.5. Return or collection of faulty products

Where products are faulty, damaged or not as described and need to be returned or collected for investigation or remedy, we will give you instructions and will bear the reasonable cost of return or collection where required by law. You must not send products back without first receiving our instructions.

9.6. Remedies

Depending on the issue and your statutory rights, remedies may include a refund, replacement, collection and return, or another appropriate statutory remedy. We may also offer a top-up supply of additional product as an alternative resolution in appropriate cases, but this is an optional resolution offered by agreement only, and will never be provided in place of a statutory remedy you are entitled to and wish to pursue, without your agreement.

10. Complaints

10.1. How to complain

If you have a complaint, please contact us using the relevant email address in clause 2.4. Email is our preferred method because it helps us log and investigate the complaint.

10.2. How we handle complaints

Complaints are handled in the first instance by our lead administrator. We aim to acknowledge your complaint within 5 working days; a substantive response may take longer depending on the nature and complexity of the issue. Complaints are logged within our Customer Complaint Action Log and escalated to senior team members where appropriate, depending on the seriousness of the issue in accordance with our internal non-conformance procedure. Complaints are monitored and reviewed through our internal procedures.

11. Our responsibility to you

11.1. We do not exclude liability where the law does not allow it

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights in relation to the products, for liability arising under the Consumer Protection Act 1987 or other applicable product-safety or product-liability legislation, or for any other liability that cannot be excluded or limited under English law.

11.2. We are not responsible for all losses caused by us or our products

If we break these Terms, we are responsible for loss or damage you suffer that you could reasonably expect to happen as a result, but not for loss or damage that could not reasonably have been expected.
We are not responsible for loss or damage caused by you, or someone else, not following the product information, application notes, installation guidance or storage guidance, using or installing the product in an unsuitable way, or by design, installation or other work carried out by you or a third party, but only to the extent that this actually caused the problem. This clause does not limit or exclude our responsibility for loss or damage caused by a faulty product, or by us breaking this contract or being negligent.

11.3. Domestic and private use only

We supply products to consumers under these Terms where you are buying wholly or mainly for purposes outside your trade, business, craft or profession. We will have no liability to you for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity, save that incidental or minor business use does not, by itself, remove your protection as a consumer where you meet this test.

11.4. Known product risks and natural materials

Some products use natural or recycled materials, which can have characteristics such as variability in colour, texture or density, and which must be stored and installed correctly to perform as intended. Incorrect storage, damp conditions, contamination, unsuitable installation or failure to follow our guidance can increase the risk of issues such as deterioration or pest attraction.
Following the relevant guidance in clauses 3.2 and 3.6 will help you avoid these risks, and you should raise any concerns with us promptly. This clause explains the nature of these materials and the precautions you should take; it does not transfer to you responsibility for a defect in the product itself.

12. Events outside our control

12.1. Events outside our control

We are not responsible for delay or failure to perform our obligations where that delay or failure is caused by events outside our reasonable control. If this happens, we will notify you promptly and will take reasonable steps to mitigate the effect of the delay. This clause does not affect your right to treat the contract as at an end and receive a refund where clause 7.7 or your other statutory delivery rights entitle you to do so, including where the delay is substantial.

13. Personal information

13.1. How we use personal information

We may use your personal information to process your order, take payment, deliver products, manage returns, deal with questions or complaints, and comply with our legal obligations. More information is set out in our privacy notice available on our website.

14. Other important terms

14.1. We may transfer this contract

We may transfer our rights and obligations under this contract to another organisation only where doing so does not reduce your rights or remedies under these Terms. We will tell you in writing if this happens and will ensure that the transfer does not affect your rights under the contract.

14.2. You need our consent to transfer your rights

You may only transfer your rights or obligations under this contract to another person if we agree in writing, such agreement not to be unreasonably withheld. This clause does not prevent you from assigning the benefit of any claim you have against us, or the benefit of any guarantee applicable to the products, to another person.

14.3. Nobody else has rights under this contract

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

14.4. If a court finds part of this contract unlawful

If a court or other authority decides that any part of these Terms is unlawful, the rest of it will continue to apply.

14.5. If we delay enforcing this contract

If we do not immediately insist that you do something you are required to do under these Terms, or if we delay taking steps against you for breaking this contract, that does not mean you do not have to do those things and does not prevent us taking steps against you later.

15. Governing law and courts

15.1. Which law applies and where claims may be brought

These Terms are governed by English law and wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can bring claims against you in the courts of the country you live in.

Schedule 1 – Model cancellation form

Eden Renewable Innovations Limited

If you wish to use this form to inform us that you would like to cancel your order, please complete and return to enquiries@thernafleece.com

To: Eden Renewable Innovations Limited, Soulands Gate, Dacre, Penrith, Cumbria, CA11 0JF