TERMS & REFUND POLICY
1 GOODS & PRICING
The prices shown are in Pounds Sterling. All prices quoted on our website are accurate at the time of publication. The price does not include the delivery of the order. This is an additional cost unless otherwise stated.
2 PAYMENT
No goods are dispatched before full payment is received, cleared, and debited from your account.
All payments via the website are made using all major debit and credit cards using a secure system. Please refer to our Privacy Policy regarding information taken from your debit and credit cards.
If your card issuer refuses to process your payment, your order will not be accepted, and we will not be obliged to inform you of the reason for refusal.
3 PRIVACY (GDPR)
Your data safety is important to us as a business. Please be aware that we only hold the minimum information in a customer database. We will never send unsolicited emails or share your data with third parties. We may need to contact you by email if there is a delay with your order or when clarification of information is required. Please see our Privacy Policy for more details.
4 DELIVERY WITHIN THE UNITED KINGDOM ONLY
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Delivery should be within 2-5 working days from despatch, and we aim to post orders within three working days.
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We are unable to process orders over weekends or Bank Holidays
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Any order placed after noon on a Friday will not be dispatched until Monday.
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If the Purchase of a gift goes directly to the recipient:
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It is the customer's responsibility to provide a correct delivery address
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We accept NO responsibility for incorrect addresses for gift orders
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Please allow plenty of time, and, if possible, give a delivery date
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We accept no liability for any delay caused by the Postal Service or Courier disruption.
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We accept no responsibility for incorrect addresses given.
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5 RETURNS, EXCHANGES, CANCELLATIONS & REFUNDS
We hope that you are delighted with your order from Live Well. However, we understand that you may occasionally wish to return an item/order if you change your mind, find an item that is not as you expect, or find an item that is faulty.
Any item can be returned if you are not satisfied with the product provided, provided it is UNUSED, in its ORIGINAL WRAPPING, and a re-saleable condition.
Thornydown Associates Ltd T/A Live Well & Pamela Land's Returns Policy is governed by the Consumer Contracts Regulations, which came into force on 13 June 2014. These regulations state that customers have 14 days after the day the goods come into the physical possession of the consumer or the person that he/she nominate to receive the delivery to cancel their order.
PLEASE NOTE: Due to the nature of our products and hygiene considerations, we can only accept returns on unopened and unused soaps, skincare products, accessories and gift boxes. Goods that arrive with us in an unsaleable condition may be subject to a reduction in the refund value.
6 EXCHANGES
If you wish to exchange your product:
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Return it in its original postal box in unopened, unused, and re-saleable condition within 14 days of receipt.
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Clearly state the reason for exchange and which product you require
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You will incur the additional postal charges for exchange and any additional product costs relating to exchanging a product for one of greater value. You will also receive a refund if you exchange for a product of less value than you originally purchased.
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The customer must pay additional costs before the replacement goods are despatched.
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PLEASE NOTE: All products should be returned unopened, unused and in a re-saleable condition.
Please obtain "Proof of Delivery" from the Post Office for all returned products.
7 CANCELLATIONS
If you wish to cancel your order:
By law, you have 14 days after the day of delivery for a cooling-off period, during which you can cancel your order and receive a full refund.
No reason is needed for cancellation.
You can cancel your order by emailing pam@livewellnaturalskincare and quoting your Order Number. However, you cannot cancel your order if you have already received a confirmation email confirming dispatch.
Upon receipt of the goods, please return them unopened in the original postal box, unused, and in a re-saleable condition. You will receive a full refund within 28 days.
PLEASE NOTE: All products should be returned unopened, unused and in a re-saleable condition.
Please obtain "Proof of Delivery" from the Post Office for all returned products.
8 REFUNDS AND RETURNS PROCESS
To Return your order:
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Return your item in its original postal box in an unopened, unused, and re-saleable condition, clearly stating that you would like a refund (cancellation/exchange as per the sections above).
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We will reimburse you the full cost of the product plus the original standard delivery charges.
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The cost of the return postage is the responsibility of the purchaser.
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We will issue a full refund and postal costs if the product proves defective.
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We will process returns within five working days of receiving the returned items.
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After receipt of returned items, refunds will be processed via Stripe/PayPal in accordance with their refund policies.
PLEASE NOTE: All products should be returned unopened, unused and in a re-saleable condition.
Please obtain "Proof of Delivery" from the Post Office for all returned products.
9 RETURNS MUST BE SENT TO THE FOLLOWING ADDRESS:
Live Well Natural Skincare, Riverside House, Policeman's Corner, Winterbourne Gunner, Salisbury, Wiltshire, SP4 6JG.
10 STATUTORY RIGHTS
These Terms and Conditions of Sale do not affect your statutory rights.
11 LAW & JURISDICTION
The terms of use are governed by English law. Any dispute arising in connection with them shall be subject to the exclusive jurisdiction of the Courts of England and Wales.
12 BUSINESS DETAILS: Thornydown Associates Ltd/Trading as Live Well Natural Skincare & Pamela Land, Company Registration No: 2491543.