Introduction

The following information is provided to help you understand the options available to you when ordering and also the boring (but necessary) stuff relating to delivery charges, delivery times, insurance and lost parcels, amending or canceling orders, missing products, product returns and how to make a complaint.

Hopefully these points of clarification will help to ensure your shopping experience with Oils4life is memorable for all the right reasons.

Ordering Products

Customers can order products using any of the following ways.

Secure Online Shopping

This is the most convenient way for us to receive your order. Visit out secure online shopping site at www.oils4life.co.uk, select the products you require using the 'Add to Cart' facility and then when you have finished shopping select 'Proceed to Checkout' where you will be transferred to the checkout section, enter your billing and delivery details and select your payment method.

Credit/debit card payments are secure and are encrypted with a 128-bit code using a Secure Shopping Layer (SSL). Your credit/debit card details are destroyed once your order has been processed.


Ordering by post, fax or email

Download and complete an Oils4life Customer Order Form available from the 'Aromatherapy Information Zone' and send it to us by one of the following methods:

Post: Post your completed order form to:

Customer Sales, Oils4life Limited, 1 The Promenade, Scratby, Great Yarmouth, Norfolk, NR29 3PA

Fax: Fax your completed order form to:

00 44 (0)870 836 2363

Email: Email your completed order form to:

sales@oils4life.co.uk

Ordering by telephone:

If you would rather speak to a human being, please call us on 00 44 (0) 1493 730055 and we will take your order over the phone. If we are not available then leave your name and a contact number and we will return your call.

IMPORTANT: Invoice, delivery and payment information must be entered carefully as errors WILL lead to delays in processing your order.

Product Suitability

Our goods are used for a wide variety of purposes. It is the customer's responsibility to ensure products are appropriately used. All representations, warranties, conditions or terms relating to fitness for purpose, are excluded to the fullest extent permitted by law and Oils4life accepts no liability. Customers should satisfy themselves as to the suitability of our products before purchasing.

Out of stock and seasonal shortages

If any goods are temporarily out of stock then we will advise you as soon as possible and will aim to deliver your goods at the earliest opportunity. Oils4life accepts no responsibility for loss resulting from any out of stock item.

Making Payment

All orders MUST be paid for at time of ordering and before products are dispatched (unless otherwise authorised by a member of the Oils4life Team). We accept the following methods of payment:

Credit or Debit Cards

We accept the following credit/debit cards as payment for your goods.

Cheque/Postal Order

Cheque should be made payable to 'Oils4life Limited'. Send your cheque or Postal Order to:

Customer Sales
Oils4life Limited
1 The Promenade, Scratby
Great Yarmouth
Norfolk
NR29 3PA

Please enclose a copy of your order or a note confirming your order number and customer name

Goods will be dispatched as soon as your cheque has cleared in our bank or postal order has been cashed. Please allow up to 4 working days for cheque clearances.

Oils4life will accept NO responsibility for postal orders lost in the post

Bank Transfer [BACS]:

Payment can be made directly to our bank account using the following information:

Account Number is 30331295.

Sort Code is 20-99-21.

Bank is Barclays Bank plc, Barclays Business Centre, 15 Hall Quay, Great Yarmouth, Norfolk, NR30 1HL.

A £6.00 charge is payable for all International bank transfers. If you are making payment from outside the UK Mainland then please add this charge to your order total before making payment.

PayPal

We are happy to accept payment via PayPal. Our PayPal email address is the same as our contact address here: oils4life@btconnect.com.

If you would like to make payment in this way then please send us an email to oils4life@btconnect.com advising your order number and the date the payment transfer has been made so that we can check our PayPal account to confirm receipt of payment

Cash

Whilst we do not encourage sending cash payments through the post we can accept payment this way. Send payment along with a copy of your order or a note confirming your order number and customer name to 'Customer Sales, Oils4life Limited, 1 The Promenade, Scratby, Great Yarmouth, Norfolk, NR29 3PA.

Oils4life will accept NO responsibility for cash payments lost in the post.

VAT

Oils4life is a VAT registered company and therefore VAT (charged at 17.5%) will be applied to all orders destined for UK Mainland and European Countries identified by Customs and Excise. VAT is automatically applied whilst ordering online at http://www.oils4life.co.uk or manually for off-line orders. VAT is not charged where delivery is outside of Europe.

Order Amendments and Cancellations

All orders paid for by credit or debit card are normally dispatched within 2 working days, therefore it is essential that you contact us as soon as possible should you wish to cancel or amend your order in any way.

Orders can be amended or cancelled anytime prior to your order being dispatched, with the exception of customer specific blends, special orders above our minimum stock levels and products or massage equipment, massage tables and accessories (as detailed below).

Additional charges may be payable in the event that you cancel or amend your order.

Additional charges will be 'reasonable' and are applied to cover costs incurred by Oils4life as a result of order cancellation or amendment. Costs incurred by Oils4life may include postage and/or packaging costs, restocking costs or costs incurred by Oils4life as a result of placing orders with suppliers to meet the customers order requirements. Customers will be notified or any charges at time of order amendment or cancellation.

Refunds will NOT be payable where a customer cancels an order involving the production, manufacture, bottling, labeling and/or supply of a customer specified blend or a high volume order. Customers will be responsible for 100% of the costs involved in amendments to such orders.

Refunds will not be payable where a customer cancels or amends an order for massage equipment, massage tables and accessories which have been purchased by Oils4life on the customer's behalf through our agent Beautelle Limited. Beautelle products are manufactured to customer requirements and can therefore not be returned to stock. In the event that it is possible to cancel the order a 25% restocking fee may be charged to the customer to cover the costs incurred by Oils4life and Beautelle Limited.

Refunds

Customers are within their rights to return products for ANY reason upon notification to Oils4life Limited within 7 days or receipt of goods.

Refunds will be given upon safe receipt of unwanted goods, unless the goods have been misused, opened, or are in a condition that warrants the product non-saleable. The delivery charge will not be refunded and a deduction will be made to compensate for the initial delivery charge incurred. Where the goods have been delivered FREE the customer will be charged the UK Mainland standard rate for delivery. Please allow up to 30 days for refunds to be processed.

Refund exceptions are detailed in 'Order Amendments and Cancellations' above.

Delivery Charges, Timescales and Insurance

Delivery Charges

Delivery charges are clearly displayed (in pounds sterling) on the homepage of our website and vary depending the destination of delivery. You will be asked to select the appropriate delivery charge during the checkout process. If ordering using our Customer Order Form, please be sure to include the appropriate delivery charge on the form, along with any VAT payable @ 17.5%.

If you are ordering from outside the UK we will contact you (within 48 hours of ordering) to advise the delivery options/charges for your order and seek authorisation for this charge to be applied to your credit / debit card. If you are paying by cheque, bank transfer, PayPal, postal order or cash then we will advise you of the total to be paid, including any VAT applicable to your order.

To save delays in receiving your order it is important that you respond quickly to our delivery charge authorisation request.

Delivery Timescales

We aim to dispatch your goods within 2 working days (exc. date of ordering), however please allow up to 10 working days for your order to arrive, especially during busy times of the year or at times when delays in deliveries are to be expected (i.e. during the lead up to Christmas).

UK Mainland orders up to 1kg in weight are dispatched using Royal Mail's 1st Class service. UK Mainland orders weighing more than 1kg are sent using Royal Mail's Standard Parcel service. For bulky/heavy orders or high value orders we will dispatch using a courier service. If you have an urgent requirement then please let us know at the time of ordering and we will do our best to meet your requirements - however additional charges may be payable.

Customers must ensure that a comprehensive delivery address (including the postcode) and valid contact number are provided when completing the checkout process.

Incomplete delivery addresses or invalid/missing contact numbers WILL lead to delays in releasing goods for delivery.

Some parcels will require a signature on delivery. The courier will pop a card through your letter box if you are not present to receive your parcel. Please follow the instructions on this card and ensure you contact the courier in good time to (either) arrange redelivery or collection from their local depot.

Customers WILL be recharged for delivery in the event that they do not collect parcel(s) from the courier's depot or if for any reason the parcel is returned to us due to the courier being unable to deliver the parcel.

We will notify you as soon as possible after ordering if it is envisaged that delivery of your order may be delayed.

If you are ordering from overseas you may have to pay import duties on your goods. This depends on whether your local Customs and Excise intercept them on arrival into your country. You should contact your local Customs and Excise office for import charge rates. Oils4life is not responsible for any charges.

Delivery Insurance

Customer orders are insured up to a maximum of £50.00 for loss or damage during delivery. Additional insurance is available by contacting us at the time after ordering and requesting additional insurance. Depending on the value of your order we would recommend you ensure that your order is adequately insured against loss or damage during delivery.

Oils4life WILL NOT refund any more than £50.00 for orders which are lost or damaged during delivery, where the customer has not paid for the additional insurance available to them at the time of ordering.

Dangerous Goods

Some essential oils are classified as Dangerous Goods (Flammable Class III) due to their flashpoint being below 61 degrees centigrade. The requirements for the carriage of dangerous goods are strictly controlled for air, sea and land with various thresholds placed on the quantities of dangerous goods that can be carried and the method by which they are packed and consigned.

Further information on these thresholds and our policies/thresholds for transporting dangerous goods are detailed in the Aromatherapy Information Zone.

Additional charges may be payable for dangerous goods sent by air and sea.

Damaged or Faulty Goods

Damaged and/or faulty goods

You must notify us within 3 working days of the receipt of an order of any defective or faulty goods. Where possible proof of damage should be provided in the form of a photo emailed to us at enquiries@oils4life.co.uk. We will examine all damaged or faulty goods returned to us in order to confirm that the reason for the return is valid.

We will contact you to determine an appropriate resolution. We will replace any damaged or faulty goods as quickly as possible. You will be entitled to a full refund (Sale of Goods Act) if you should choose not to have replacement goods dispatched to you. In the unlikely event that we do not consider the reason for returning the goods to be valid you will be liable for all packaging and the cost of return delivery to us.

We will not accept liability for damage to fragile goods such as ceramics and/or glass. All goods will be appropriately wrapped and packaged for shipment. You will be liable for the full cost of replacement of any such goods (unless otherwise authorised by a member of the Oils4life Team).

Returns Policy

If you wish to return goods, please contact us as soon as possible. You can e-mail us at enquiries@oils4life.co.uk, phone us on 00 44 (0)1493 730055 or fax us on 00 44 (0)870 836 2363. Returns will not be accepted unless complete information is provided including:

# Order number
# Your name
# Valid email address
# Phone number (including the area code)
# Quantity and name of product(s) being returned
# Reason for returning the product(s)

Please make sure you have this information available when contacting us.

We will contact you within 1 working day to advise of the arrangements for returning your products.

Complaints

In the unlikely event that you need to make a complaint about our service and/or product/s, then please contact with us in anyway convenient to you. We will normally acknowledge your complaint within 1 working day and you will be appointed a specific contact who will follow your complaint through to a satisfactory resolution.

The above does not affect your statutory rights as a consumer.

At Oils4life, we are committed to ensuring that your shopping experience with us is enjoyable and stress free. If you have any suggestions of how we can improve our service further then please contact us and let us know.

Last updated: JULY 2007