Terms and Conditions
Our commitment
Under normal circumstances we will fulfil all orders within 48 hours of receiving payment. We will only charge customers for items that have been despatched and as agreed through the order that has been placed.
Contract
When you buy our goods and services on the internet, you are entering a legally binding contract.
Shipping
All our goods are shipped by Royal Mail (small retail quantities) or by alternative carrier in the case of larger quantities. We do not accept repsonsibility for inconvenience caused by late or non delivery of goods. Our tracking processes will be implemented 1 week after normal delivery period if your item does not arrive. Local taxes may apply in non EU countries.
Returns
Items should be checked as soon as possible following receipt of goods. Claims will not be accepted for damages, shortages or packing errors unless they are reported within 48 hours of receipt of goods. The decision of whether a refund is given will be made by the Customer Services Manager. The cost of any items that have been found to be damaged in transit or missing will be refunded to you within 30 working days of us receiving the items back.
Order Cancellation of Non-Perishable Goods* following delivery
If you wish to cancel an order you are very welcome to return them to us within 7 working days from the day after the day that you receive the goods. Items will only be accepted if they are a) unused and b) in the exact same condition that they were delivered in. Customers will be liable for the return costs of delivery and a full refund for the goods will be made to you within 30 days of cancellation less the original delivery charge. *This complies with the new European Directive on distance selling which is incorporated into UK law by the Consumer Protection (Distance Selling) Regulations 2000..
Complaints Procedure
Any query or complaint will be dealt with immediately. Customers will receive an acknowledgement within 2 working days and your issue resolved within this time frame whenever possible, but not longer than 5 working days. To email our customer service department, please fill out the Contact Us form. We are open Monday to Friday between the hours of 9:30-18:30. Force Majeure: - No liability will be accepted by Nellie's Patch for any failure or delay in performance which is wholly or partially due to an Act of God, War, Fire, Explosion, Riot, Civil Commotion, Restriction by Government or other competent authority, Strikes, Lock Outs, Failure in supplies or to any cause whatsoever beyond our control. All our soap is safety asessed and governed by UK legislation.
Value Added Tax
VAT has not been applied to any goods retailed by Nellie's Patch.
Ordering on the Internet
Our online credit and debit card payment processing site is a secure area and is managed by Paypal. The Paypal payment gateway uses a combination of established and innovative techniques to ensure the security and integrity of all sensitive data, thus protecting the cardholder. All communication between the cardholder and Paypal is encrypted to the maximum strength and is supported by the cardholder’s browser using TLS or SSL security. We would like to reassure you that we take the greatest care of the information that we collect from you to fulfil your order, and we believe that Internet Shopping using a secure server such as Sagepay is the safest way of placing your order.
Our rights
We reserve the right to change, modify, substitute or remove without notice any information on this website. Prices, goods and availability of products are subject to change at any time. Nellie's Patch also reserves the right to withdraw its service at any time, to refuse the service to any customer and to amend these Terms & Conditions, all at any time without notice.
None of our Terms and Conditions affect your statutory rights as a consumer.