Terms and Conditions
1. Introduction
Care from Nature ("we," "us," or "our") is an online store owned and operated by PERSIMMON GROUP LTD, a company based in Sofia, Bulgaria. We primarily sell products to customers in the United Kingdom.
2. Placing an Order
By placing an order on our website, www.carefromnature.co.uk, you agree to be bound by these Terms & Conditions and our Terms of Sale. To place an order, simply complete the order form accurately and submit it.
3. Products and Availability
We offer a variety of products listed on our website at the time of your order. All our products are new and genuine. We reserve the right to verify and cancel orders in justified cases, including potential errors.
4. Product Information
While we strive to provide accurate product images, it's important to rely on the product descriptions for details like quantity, weight, and composition, as images may occasionally differ.
5. Order Confirmation and Payment
Once you submit your order, you will receive an email confirmation. If you do not receive confirmation, please contact us at contact@carefromnature.co.uk to verify it.
We accept payments through our credit/debit card payment system. In exceptional cases, we may offer alternative payment methods upon prior phone confirmation. Unpaid orders will not be processed.
6. Order Processing and Delivery
Orders placed before 8:00 AM (GMT) on a business day will be shipped the same day. Orders placed after 8:00 AM (GMT) will be shipped the next business day. However, we reserve the right to deviate from these timelines.
We deliver all orders via DHL or local postal services to the address you provide. We are not responsible for incorrect addresses or uncollected deliveries. If a shipment needs to be re-sent due to a customer error, the customer will bear the cost of re-shipping.
Once the package is shipped, a separate email containing the tracking details will be sent to the email address provided during checkout. Customers must check their inbox, including the spam or junk folder, as some email clients may filter these emails as spam. It is the customer's responsibility to track their parcel and ensure its delivery.
If a courier delivers a package and it is signed for by someone other than the customer, we cannot take responsibility. In such cases, no refund will be provided, and it is the customer’s responsibility to locate the package by contacting the serving courier company.
Customer Responsibility: Customers must track their packages using the tracking number we or DHL provide. If the courier cannot deliver the package, we will send an email instructing the customer to contact the courier to reschedule the delivery.
- For DHL: If the customer does not respond to delivery attempts within 5 business days, the package may be destroyed or returned to us.
- For Local Postal Services: If the customer does not respond or reschedule within 2 weeks, the postal operator may return or destroy the package. Unfortunately, returned products cannot be used again as we cannot guarantee proper storage during transit.
In cases where the customer fails to track, respond, or reschedule deliveries, no refund will be provided.
7. Temperature-Sensitive Products
Certain products require storage at low temperatures. We store these products in refrigerators; however, we cannot guarantee these conditions during delivery. By purchasing temperature-sensitive products, you acknowledge and accept this risk. Returns of temperature-sensitive products are not accepted.
8. Product Discrepancies
If the product you receive does not match your order (e.g., wrong item, different weight, expired), please contact us. We will either refund the cost of the product or send you the correct product at no additional cost. If you return the incorrect product, we will cover the return shipping cost.
9. Pricing and Changes
All product prices are quoted in British pounds sterling and exclude shipping costs unless stated otherwise. We reserve the right to change prices without notice. However, these changes will not apply to already confirmed orders.
10. Returns and Refunds
Under the Distance Selling Regulations (DSR) 2000, customers have the right to return items within 7 business days of receiving their order.
Refund Process:
- Customers must return the parcel at their own expense.
- Refunds will be issued once we receive the returned package. Refund processing takes up to 3 business days after receipt, depending on the customer’s bank.
Important Notes:
- Products must be unopened, unused, and in their original packaging.
- Refunds do not include the initial shipping cost.
11. Governing Law
These Terms & Conditions, along with any matters not covered, are governed by the Distance Selling Regulations (DSR) 2000, the Consumer Protection (Distance Selling) Directive 97/7/EC, and the Electronic Commerce Directive 2000.
12. Customs and Regulations
Certain countries, such as China and Hong Kong, have specific regulations regarding imported products. It is the customer’s responsibility to comply with these rules, including completing any required declarations or documents.
Important: We are not responsible for delays, confiscation, or destruction of parcels by customs due to regulatory non-compliance. Refunds will not be provided in such cases.
13. Changes to Terms & Conditions
We reserve the right to modify these Terms & Conditions at any time without prior notice.
14. Language Note
Since we ship from Bulgaria, some product packaging and leaflets may include Bulgarian text. The product and its ingredients remain unchanged regardless of the language. If you have questions, contact us for clarification.