Shipping policy

Delivery

            5.1 All Goods will be delivered within 14 calendar days after the date of our Order Confirmation unless otherwise agreed or specified during the Order process (subject to delays caused by events outside of our control – see clause 10).  

            5.2 If no one is available at your delivery address to receive the Goods and the Goods cannot be posted through your letterbox or left in a safe place nominated by you, the delivery company will leave a delivery note explaining how to rearrange delivery or where to collect the Goods.

            5.3 If you do not collect the Goods or rearrange delivery within 7 calendar days, we will contact you to ask you how you wish to proceed.  If we cannot contact you or arrange redelivery or collection, we will treat the Contract as cancelled and recover the Goods.  If this happens, you will be refunded the purchase price of the Goods themselves, but not the cost of delivery.  We may also charge you for any reasonable additional costs that we incur in recovering the Goods.

            5.4 In the unlikely event that we fail to deliver the Goods within 14 calendar days of our Order Confirmation (or as otherwise agreed under clause 5.1), you may treat the Contract as being at an end immediately if we have refused to deliver your Goods; or in light of all relevant circumstances, delivery within that time period was essential; or you told us when ordering the Goods that delivery within that time period was essential.

            5.5 If you do not wish to cancel under clause 5.4 or none of those circumstances apply, you may specify a new (reasonable) delivery date.   If we fail to meet the new deadline, you may then treat the Contract as being at an end.

            5.6 You may cancel your Order under clauses 5.4 or 5.5, any sums that you have already paid for cancelled Goods and their delivery will be refunded to you within 14 days.  Please note that if any cancelled Goods are delivered to you, you must return them to us or arrange with us for their collection.  In either case, we will bear the cost of returning the cancelled Goods.

            5.7 Delivery will be deemed to have taken place when the Goods have been delivered to the delivery address indicated in your Order and you (or someone identified by you) have taken physical possession of the Goods.

            5.8 The responsibility (sometimes referred to as the “risk”) for the Goods remains with us until delivery is complete as defined in clause 5.7, at which point it will pass to you.  You own the Goods only once we have received payment in full of all sums due (including any delivery charges). 

    6. Faulty, Damaged or Incorrect Goods

            6.1 By law, we must provide goods that are of satisfactory quality, fit for purpose and as described at the time of purchase.  If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect (or incorrectly priced) Goods, please contact us as soon as reasonably possible to inform us of the fault, damage or error, and to arrange for the following remedy/remedies: 

                    6.1.1 Beginning on the day that you receive the Goods (and ownership of them) you have a 30 calendar day right to reject the Goods and to receive a full refund if they do not conform as stated above.

                    6.1.2 If you do not wish to reject the Goods, or if the 30 calendar day rejection period has expired, you may request a replacement.  We will bear any associated costs and will provide the replacement within a reasonable time and without significant inconvenience to you.  In certain circumstances, where a replacement is impossible or otherwise disproportionate, we may instead offer you a full refund.  If you request a replacement during the 30 calendar day rejection period, that period will be suspended while we provide the replacement and will resume on the day that you receive the replacement Goods.  If less than 7 calendar days remain out of the original period, it will be extended to 7 calendar days.

                    6.1.3 If, after replacement, the Goods still do not conform (or if we have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or reject them in exchange for a refund.

            6.2 Please note that you will not be eligible to claim under this clause 6 if we informed you of the fault(s), damage or other problems with the Goods before you purchased them (and it is because of the same issue that you now wish to return them); if the Goods are perishable and are stated to have an expiry date sooner than this date; if the Goods are sealed for hygiene reasons and are not kept in accordance with instructions given.  Please also note that you may not return Goods to us under this clause 6 merely because you have changed your mind – please refer to clause 7 for this.

            6.3 To return Goods to us for any reason under this clause 6, please contact us to arrange for the return.  We will be fully responsible for the costs of returning Goods under this clause 6 and will reimburse you where appropriate.

            6.4 Refunds under this clause 6 will be issued within 14 calendar days of the day on which we agree that you are entitled to the refund.

            6.5 Any and all refunds issued under this clause 6 will include all delivery costs paid by you when the Goods were originally purchased and will be made using the same payment method that you used when ordering the Goods, unless you specifically request that we use a different method.