Terms & Conditions
This section will help you understand the different payment options you have when ordering products, as well as providing you with information about delivery charges and timescales, compensation for damaged or lost goods, changing or cancelling orders, our returns policy, and our complaints procedure.
We hope you enjoy our products and shopping with us is a pleasurable experience, and that this section provides clarification where needed.
Secure Online Shopping
This is the most convenient way for us to receive your order, and will ensure it reaches you as quickly as possible. Visit our secure shop, and if you need any clarification about the ordering process see our how to order section.
Order by Post, Email, or Phone
If you wish you can order by post, email, or phone, see our how to order section for details on how to do this.
Changing or Cancelling Orders
All orders paid for by credit or debit card will normally be dispatched within 3 working days, so it is essential that you contact us as soon as you can if you want to change or cancel and order.
Orders can be changed or cancelled at any time before the order is dispatched.
Additional charges may be applied if you cancel or change an order. These will be applied to cover costs incurred by Pure Aromatherapy as a result of an order being changed or cancelled. Examples are postage/packaging costs, restocking costs, or costs incurred by Pure Aromatherapy as a result of placing orders with suppliers in order to fulfill your order. The latter two are only likely for high volume orders. You will be notified of any charges when you change or cancel your order.
Our products are currently delivered using my Hermes courier, with the price varying depending on the size/weight of the package. Charges will be calculated based on the actual weight of products plus a small packaging charge.
- ORDER WEIGHT
- Less than 1kg
- 1 – less then 2kg
- 2 – less than 10kg
- 10 – less than 15kg
We aim to dispatch your goods within 3 working days (excluding the day of ordering), and from then the package would normally arrive within 2 working days, however please allow up to 10 working days for your order to arrive especially during busy periods such as the run-up to Christmas. Please also allow longer for large orders that require us to order in ingredients especially to fulfill the order – this will be explained in the confirmation email.
If you have an urgent requirement please let us know at the time of ordering and we’ll endeavor to meet your requirements. Should a different service be required to get the order to you quickly additional charges may be payable.
Please ensure that when placing your order you include a full delivery address (with postcode) and contact number to give your package the best chance of arriving quickly. Incomplete information will lead to a delay in dispatching your goods.
If no one is in when your courier tries to deliver your package he/she will try again twice more. Alternatively they may leave your parcel in a safe place specified by you on the original order (delivery instructions). A drop card will be posted through your letterbox if this is the case.
Customer orders will be insured up to a maximum of £50 for loss or damage during delivery.
If you would like additional insurance we can arrange this, however you would need to inform us at the time of ordering and would incur additional postage costs.
Our stock control system should ensure this doesn’t happen but if any products you order are temporarily out of stock we will advise you as soon as possible and aim to deliver your goods at the earliest opportunity, or offer you an alternative, whichever you prefer.
It is the Customer’s responsibility to ensure that the product(s) they choose are fit for purpose and are appropriately used. Pure Aromatherapy accepts no responsibility or liability for any problems that may arise due to inappropriate purchasing or use.
The Customer is well protected in this area in any case, as by law they can return products for any reason within 14 working days of receipt of goods, so long as the goods are fit for re-sale.
See our separate returns policy.
Damaged or Faulty Goods
Please contact us within 3 working days of the receipt of an order about any damaged or faulty goods. We will request that you email us with a clear photograph of the damaged goods, along with your details and invoice number. If no photograph is available, or the one you have sent doesn’t show sufficient detail, we will ask you the return the damaged or faulty goods to us so we can confirm the reason for return is valid. This of course assumes that they are in a fit state to be returned.
We will contact you to agree an appropriate course of action, and where goods are deemed genuinely damaged or faulty we will either replace the goods free of charge or give you a full refund (including any cost you may have incurred sending the goods back to us). However, if the reason for returning the goods is deemed invalid you will be liable for all the packaging and cost of return delivery.
Pure Aromatherapy does not accept liability for damage to fragile goods such as glass or ceramics as all goods will be appropriately wrapped and packaged for delivery. The customer will be liable for the full cost of replacing such goods, however remember that you will be covered for compensation of up to £50 for goods damaged in transit. There may be individual exceptions to this rule, which can be authorised by a member of the Pure Aromatherapy team.
We will strive to ensure that you won’t feel the need to do this, however if you do want to make a complaint about our products or any aspect of our service please contact us.
We will normally acknowledge your complaint within 1 working day and will work with you to ensure a satisfactory resolution.
..for your interest in our products.
None of the information above affects your statutory rights as a consumer.