DELIVERY
We make every effort to post orders as soon as possible, on the same day of purchase or within one working day. Our default postage is 2nd class Royal Mail.
If you need other services such as first class, or Special Delivery for guaranteed next day delivery, please place the order over the telephone. Heavy items are sent by courier using a next day service. If we are planning to send an item by courier we will get in touch with you first to acquire your telephone number as the couriers find this helpful.
CANCELLATION AND RETURNS POLICY
If you wish to cancel your order:
(a) you can notify us by email to mail@naturalspasupplies.com or by telephone on 01603 474516 before we have dispatched the goods to you; or
(b) where goods have already been dispatched to you, by returning goods to us in accordance with our returns policy below.
RETURNS POLICY
All our items come with a full money back guarantee. Our products are guaranteed against manufacturing faults, but not misuse.
We will not be held responsible for any damage or loss whilst items are being returned to us. You should insure the items being returned and we strongly recommend that you send them by Royal Mail Special Delivery or Recorded Post.
On receipt of your returned goods we will authorise a refund or replacement. We aim to refund your card within 48 hours, but please allow a maximum of 14 days for refunds to be processed and credited to your account. If you used a credit card to make your purchase we will credit the same card number. If you made your purchase with a bank transfer we will refund you back to the same account.
RETURNING ITEMS
No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason. No right of cancellation exists for personalized goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective. We will not issue refunds for any items lost or stolen in transit to us.
Please contact us before returning the item giving your name, the order details and details of the defect.
Once we’ve agreed the refund or replacement, we will let you know how to return the item to us and, on receipt, we will arrange to replace or fully refund your order whichever you prefer. This covers any item acknowledged by us to be faulty, providing such faults have not been caused by misuse, accident, negligent handling or improper care of the goods – your product will need to be inspected before reimbursement.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return. Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.
We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
DAMAGED ITEMS
Inspect any package thoroughly before accepting/signing for it. In the unlikely event that your order is damaged in transit, keep the original packaging and contact us immediately with your order details and details of the problem. It is your responsibility to notify us of any damaged goods within 3 days of delivery. We will confirm how to return the item to us and, on receipt, arrange to replace or fully refund your order whichever you prefer. Your product will need to be inspected before reimbursement.
UNWANTED ITEMS
If you are not entirely delighted with the goods you have chosen, provided your purchase remains unused, in perfect condition and with all the original packaging we will be happy to accept the product back for refund or exchange up to 7 days after receipt without question. This refund does not extend to the cost of returning the goods to us and your product will need to be inspected before reimbursement. Goods returned damaged or not in their original packaging can not be accepted.
The refund does not extend to the cost of gift wrapping which is a one off service which can not be recouped.
This does not affect your statutory rights. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
