Placing Orders and Confirmation of Orders
By completing the check-out process and placing an order by clicking the "Pay Now" button on the checkout page, we will send you an order acknowledgement email detailing the products you have ordered. This does not mean that your order has been accepted. Our acceptance of your order will take place upon dispatch of the product(s) ordered. On dispatch of your order we will send you a dispatch confirmation email, at which point the contract between you and us will be formed. These emails form part of the order process, and are not marketing communications.
All orders are subject to availability and we reserve the right to reject any offer to purchase by you at any time. Sometimes we may not be able to accept an order for some of the following reasons:-
• The product you ordered is unavailable;
• We are unable to obtain authorisation for payment or there is a problem receiving your payment;
• We have identified a pricing or product description error;
• The quantity of product ordered is above restrictions placed upon us by our suppliers or promotion rules;
• You fail to meet the eligibility to order criteria as out in the Terms and Conditions.
If we are unable to accept an order from you, you will be contacted by one of our representatives as soon as possible. If you have already paid for the products, we will refund you the full amount including any delivery costs charged as soon as possible.
The prices of the products will be as quoted on the Website at the time you submit your order. We take all reasonable care to ensure that the prices of products are correct at the time when the relevant information was entered onto the system. The price of a product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order.
Whilst we try and ensure that all details, descriptions and prices that appear on the Website are accurate, there may be cases where errors occur. If we discover an error in the price or availability of any products that you have ordered, we will inform you of this as soon as possible and, give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for the products, you will receive a full refund as soon as possible. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.
Duties and Taxes
Depending on your delivery address, different taxation rules and additional charges may apply. In the event there are taxes, import duties, levies or other charges imposed by an government authority (“Import Export Fees”) such as with overseas deliveries, you will be responsible for payment of such amounts not originally included in the purchase price. In the event of returns, you will be also be responsible for such Import Export Fees, and we shall not refund such amounts under any circumstance. It is your responsibility to ensure that the products you order are permitted to be sent to you at your stipulated address, and we shall not be held liable if you breach any relevant laws.
Delivery options vary by product and delivery service, and depend on the total size and weight of the products in an order. The delivery options and their cost, (which shall be borne by you) will be displayed to you during the check-out process (For Cash-on-Delivery charges, please refer to the actual courier website for pricing information). Delivery times may vary depending on the availability of the products and your delivery address. Delivery times are estimates only and cannot be guaranteed. Your contract with us is concluded once the products have been delivered to you by the courier or have been collected by you from our physical store.
All sales are final and no returns or exchanges will be accepted due to hygiene reasons and the need to preserve the energy quality in our products.
Where goods have been damaged in transit, please let us know as soon as possible. If you wish to exercise your legal rights to reject the goods you must allow us to collect the goods from you. We will pay the cost of collection. Please contact our customer services team at firstname.lastname@example.org to arrange collection of the goods. All such damaged goods should be in their original packaging (even if damaged) and must not be used. We may ask you to take photographs of the damaged goods so that we can see the condition that the goods were in when they were delivered to you.
Non-delivery of an order should be reported to us as soon as possible so that we can try and remedy the situation without undue delay. Please let us know if you have not received your order within 7 working days of the date of dispatch (or in the case of international deliveries, 3 working days of the estimated arrival date), so that we can start investigating as soon as possible. Dispatch is confirmed by e-mail. If an item is lost in transit, we may not dispatch a replacement immediately. Re-sent or replacement items will be dispatched at our discretion or subject to availability, once all tracking and investigative avenues have been exhausted.
Some of our Products are marked as Pre-Ordered, which means that they are currently of stock but we are expecting new inventory to arrive in the near future. If your paid order contains Pre-Ordered items, we will send you the In-Stock items that you have purchased first, and the Pre-Ordered Item(s) will be despatched separately and you will also need to pay the subsequent shipping costs.
However, in most cases we will try to ship Pre-Ordered items with the rest of your In-Stock order. If you prefer to wait for the Pre-Ordered item(s) to arrive and have your entire order consolidated into a single shipment, please contact us before placing your order.