Terms of service

Effective date 2 October 2026. We are One Heart Limited, trading as OHT, at Unit 8, Wright Business Park, Carr Hill, Doncaster, DN4 8DE, United Kingdom, company number 07170019 and VAT number GB998159252. Contact us at ohtradeuk@gmail.com. These terms apply to orders through ohtrade.net and orders we expressly accept under these terms.

1 Customers and orders

A consumer is an individual buying wholly or mainly outside their trade, business, craft or profession. Other purchases are business purchases. Buying a multipack or entering a business name does not by itself remove consumer rights. Business customers confirm that they have authority to place the order.

You can review and correct your basket before paying. An automated order acknowledgement confirms receipt only. A contract forms when we send a dispatch confirmation, or a separate written acceptance expressly stating that we accept your order. For custom goods, our written acceptance identifies the approved specification and production arrangements. We provide the agreed terms in a form you can save.

2 Product descriptions and quantities

The product page and selected variant identify the SKU, dimensions, material and selling quantity. A unit price is a comparison price per stated piece, pair or other unit; it is not the pack selling price. Quantity 1 in your basket buys one selected selling pack or case. A pack of chopsticks described in pairs contains that number of pairs. Cases and smaller packs are different selling units.

Ceramic glazes and handmade decoration may show minor natural variations where described. Photographs may represent a size within the same design family, but the selected SKU and stated dimensions identify what you buy. These statements do not permit material differences from the description, undisclosed substitutions or faulty goods. Props are excluded unless expressly listed. Ask us before ordering if a particular finish or dimension is essential.

3 Price and payment

Prices are in pounds sterling. Figures labelled excluding VAT do not include VAT. Applicable VAT and the total payable are confirmed before you commit to pay. Delivery and other unavoidable charges are disclosed before you commit to pay. Payment methods are shown at checkout. Payment is due when ordering unless separate credit terms are agreed in writing.

If we discover an error or cannot supply an item before acceptance, we will contact you and offer a corrected order or a refund. We will not substitute products or charge a higher price without your agreement. Changes to website prices or terms do not retrospectively change an accepted order.

4 Delivery and ownership

Our Delivery Information page forms part of these terms. Ownership passes when full payment for the goods is received. Risk of loss passes on delivery to you or your nominated recipient. For consumers, risk remains with us until physical possession, except where you independently appoint a carrier we did not offer, when the statutory rule for that carrier applies.

5 Returns and product care

Our Returns and Refunds page explains cancellation and faulty-goods remedies. Follow the product care instructions. Serving ware is not cookware unless expressly described as suitable. Do not assume that a product is oven, microwave, dishwasher or direct-flame safe. A care warning does not exclude liability for an inherent defect or inaccurate description. Any commercial warranty is additional to legal rights.

6 Our responsibility to consumers

We are responsible for foreseeable loss and damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, defective products where liability cannot lawfully be excluded, or your statutory rights. Business loss provisions below apply only to business purchases.

7 Business customers only

These terms govern business orders unless we expressly agree different terms in writing. A purchase order does not impose additional terms merely because we receive it. Goods must match the agreed description and comply with applicable contractual and statutory quality obligations. Report defects promptly and give us a reasonable opportunity to inspect and remedy them; a delayed report does not automatically extinguish a valid claim.

Business change-of-mind returns are governed by the voluntary policy in Returns and Refunds. Consumer cooling-off rights do not apply to purchases made for business purposes. Credit is available only under separately agreed written terms; none is promised by these terms.

8 Custom printing and special orders

Before accepting a custom order, we agree artwork, dimensions, material, selling quantities, price and lead time in writing. You must have permission to use any artwork you provide. Approval authorises production to the approved specification; it does not excuse manufacturing defects. We will agree any permitted production tolerance before the order is binding. There is no automatic right to supply extra quantities and charge for them.

Consumers generally cannot cancel genuinely bespoke or clearly personalised goods simply because they change their mind. A standard item sourced specially for you is not automatically personalised. Faulty-goods rights continue to apply. Any business cancellation charge must be agreed in advance and reflect the applicable contract, rather than an undisclosed penalty.

9 Delays beyond our control

If an event outside our reasonable control affects supply, we will contact you, explain the effect and take reasonable steps to reduce delay. This does not remove consumer delivery or refund rights. For business orders, we will agree a revised date or cancellation and refund of the undelivered goods if supply cannot reasonably resume.

10 Complaints and disputes

Contact ohtradeuk@gmail.com with your order number and the outcome you seek. We will review your complaint and contact you about the next steps. If a consumer complaint remains unresolved, we will provide information about an appropriate certified alternative dispute resolution body and state whether we are obliged or willing to use it, as required by law.

These terms are governed by the law of England and Wales. Business disputes are subject to the courts of England and Wales. Consumers retain mandatory protections and rights to bring proceedings in the courts available to them, including the courts where they live in Scotland or Northern Ireland. If a term is unenforceable, the remaining terms continue. Nothing in these terms overrides mandatory legal rights.

Company information

One Heart Limited trading as OHT. Company number 07170019, registered in England and Wales. VAT number GB998159252.

Registered office: 10 The Crescent, Leeds, West Yorkshire, England, LS16 6AA.

Trading, complaints and returns address: Unit 8, Wright Business Park, Carr Hill, Doncaster, DN4 8DE, United Kingdom.

Email: ohtradeuk@gmail.com.

Website use

You may browse and save product information and these policies for lawful purchasing purposes. Website materials belong to OHT or their respective rights holders. Do not reproduce protected material commercially without permission, misuse accounts or interfere with the website. Keep account access secure and tell us if you suspect unauthorised use. External websites have their own terms and privacy notices. Nothing here limits liability that cannot lawfully be limited or overrides rights under an accepted order.