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Terms and Conditions
Return and Refund Policy
1. We will refund or replace, at no extra cost, any product which has been damaged in transit, providing you notify us by telephone within 7 days of the receipt of goods. Please do not return any goods until you have received a returns number from us, and please ensure that you retain proof of posting.
2. We will refund the value of your order for goods lost in transit if it is established that the address details on the parcel were correctly entered at the time of placing the order. You must notify us by telephone within 14 days of placing your order with us, that you have not received your order.
3. If, for any reason, you are unhappy with your purchase, please telephone us and we will arrange a full refund on the cost of the goods you have purchased from us. We do ask that you return the goods to us, in the original packing if possible, and obtain proof of posting or send by recorded delivery. Please note that we cannot refund postage, packing, insurance or delivery charges. Items must be in perfect condition, unopened and suitable for re-sale. We must be informed by telephone of any wish to return a product within 14 days of the goods having been purchased from us. This does affect your statutory rights.
100% Money Back Guarantee
If, for any reason, you are unhappy with your purchase, please telephone us on 01403 790913 and we will arrange a refund or exchange. We do ask that you return the goods to us, in the original packing if possible, unopened and unused (except for Paul Penders and Geoskincare - see below) and obtain proof of posting or send by recorded delivery. Please note that we cannot refund postage & packing, insurance or delivery charges.
Please note that our no strings attached 100% money back guarantee is applicable to our brands; Paul Penders (but not their colour cosmetics/makeup) and Geoskincare. In this instance we are happy to accept returns if you have tried the products and do not like them, for whatever reason! However, we will not accept back empty bottles/containers which have quite obviously been fully used, and operate a fairness policy whereby if you have tried the product and genuinely are unable to use it/don't like it then we would reasonably expect to receive the remainder of the product back with the container. We cannot however accept used returns of the colour cosmetics and make up products but do offer a sampling service with free colour smudges.
Special Offers and Promotions
From time to time we offer voucher code promotions, special offers and other promotions. Any voucher code discounts offered apply to a discount off the RETAIL prices applicable on our website, and not any current special offers, promotions that may be available at the time. Discount voucher offers apply to products and not postage and packing charges. Offers cannot be combined with other offers already available.
Catalogue Offers: We offer special discounts and offers via our mail order catalogue. All offers via our catalogue which do not have an expiry date will expire as soon as our next catalogue is published. This applies to free delivery offers too. Any offers with expiry dates will expire on that date regardless of whether the catalogue is still in circulation or not.
Discount Voucher Codes: We sometimes work with other businesses to offer special exclusive offers for their subscribers, as well as offers sent directly to our own newsletter subscribers. Also occasionally we post information about a special promotion or offer on the home page of our website. Any offers which require a voucher code to be entered during the checkout process cannot be actioned retrospectively if a customer does not see a particular offer or promotion. If a customer wishes to cancel and re-order we will do our best to action any discounts, but if the order has been packed and/or despatched, we are unable to change that particular order. Please always check our home page and offers section and to ensure that you receive notification of all our offers, you should sign up to our newsletter.
Delivery and Shipping Policy
We believe that once you have placed your order you will want to receive your goods as soon as possible, so we endeavour to post them to you either on the date of order or the next working day. You may experience slightly longer delivery times during Christmas and Bank Holidays. Please also allow 7-14 days for delivery for 2nd Class Post before you contact us regarding non-delivery. Royal Mail requires us to wait 21 days before making a claim against missing items.
Please note that it is up to the customer to ensure that their delivery information on their order is correct. Royal Mail will not compensate for any non-deliveries where the delivery information is incorrect and we would therefore be unable to refund the cost of your purchase if your order went missing.
UK Orders (UK Mainland only plus some outer islands)
We now offer the option of sending items by First, Second Class Post or Courier/Special Delivery. Some First Class packages may be sent by Courier at our discretion and will require a signature on receipt.
Royal Mail advises that lst Class Post should ensure delivery within 1-2 days, and 2nd Class Post within 3-5 days of posting. Our courier service delivers the day after despatch. However, please note that we cannot be held accountable if on the rare occasion, delivery takes longer than these times. All First Class deliveries will take priority over 2nd Class deliveries and will be despatched first. Special Delivery is received the day after despatch, before 1.00 pm and requires a signature and is a guaranteed delivery service. Our Courier service is a next day delivery service and text notification of delivery time can be given and will be sent to an email address or mobile phone number.
UK Outer Islands - special case: Please note that we may have to add an additional delivery charge for some of the outer UK islands if the order is large and we have to send by courier. You will be notified if this is the case and offered a quote.
International Orders
We will contact you by email before despatching your goods if the freight costs are higher than the amount quoted below. You will be directed to the appropriate additional freight payments. You then just select the BUY button in order that your payment can be accepted. If you do not wish to proceed with your order, please let us know by email and we will cancel the order and your initial payment will be refunded.
Please note that all currency is in pounds sterling and will be converted to your local currency by your credit card provider. We cannot be held responsible for currency fluctuations.
DELIVERY/POSTAGE AND PACKING CHARGES
UK Orders
By 1st Class Royal Mail £4.50
By 2nd Class Royal Mail £2.95
Courier/Special Delivery £8.50 (we will choose the most appropriate option for you, both of which require a signature on receipt of your goods).
European Orders
£8.50 or as per quote.
International Orders
£18.00 or as per quote.
Postage charges may be altered at our discretion so please ensure that you understand the postage charges before finalising your order and ensure you select the correct postal charge from the choice available.
Security and Privacy
Security
The Natural Skincare Company ensures the security of all protected data transmitted to and from our site through the use of a server-based encryption technology called Secure Sockets Layer (SSL). As you enter personal information (such as your password, address and phone number, or your credit card number), SSL encodes it so that it is available only to you and The Natural Skincare Company. This security protects you from impostors, eavesdroppers and vandals that might otherwise access your information as it travels from one computer to another.
To increase the level of security further, we have now partnered with SagePay(Protx) Payment Gateway which is a division of 'Sage' and offers the latest technology and security available online. When you click 'Pay by Credit/Debit Card' you will enter the SagePay Secure Payment System to enter your card details. If you have signed up to 3D Secure (Verified by Visa and Mastercard)you will be asked for your password which will then be verified by your bank. 3D Secure is a new system which is being introduced online and eventually will be available for every purchase made using Mastercard and Visa. This will help to prevent fraud and is used in addition to other checks made on your billing address and postcode. These are the images you will see when entering the SagePay Gateway: More Information
Privacy Statement
The Natural Skincare Company are committed to protecting your privacy. Your details are on our computer, in line with the Data Protection Act 1998, and will not be disclosed to any third party. We do not send random marketing emails to personal or business email addresses (spam) and we do not collect any information which may be considered 'sensitive personal data' under the Data Protection Act 1998.
Cookies
These are pieces of text created by websites and stored on your computer. Our shopping cart system uses cookies to help maintain your shopping cart whilst you browse our website. You do not have to use cookies but we cannot guarantee that our shopping cart will work for you if you have cookies disabled in your browser. No other information is stored in cookies, and cookies are not used for any other purpose.
Emails and Newsletters
When you place an order or send an email to us, your email address is entered into a database and may be used to send our monthly newsletters and any periodic information which we think you will find useful. If you do not wish to receive any emails or newsletters from us, we will remove your email from our database if you reply to any emails by putting 'unsubscribe' in the subject box. Please also ensure that we have your full name as we remove any information from our database manually.
