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Terms and Conditions of Sale - Retail International

Quinessence Aromatherapy Ltd of Forest Court, Linden Way, Coalville, Leicestershire LE67 3JY, United Kingdom is referred to below as "Quinessence".

Quinessence reserve the right to change these Terms and Conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions. Trade customers - please see our Trade Terms & Conditions.

Ordering

When you place an order via this website you will be sent an auto-generated order acknowledgement by email detailing everything you have ordered. This email is not an order confirmation or order acceptance from Quinessence. Acceptance of your order and the completion of the contract between you and Quinessence will take place on dispatch to you of the products ordered unless Quinessence notifies you that your order has not been accepted or you have cancelled it.

Back Orders

As we are the manufacturer of Quinessence brand products, we are able to maintain high levels of stock all year round. On the rare occasion an item is not available, we will back order it for you and give you the option to cancel the item/order if you would rather not wait for it to be delivered. Back ordered items are not charged until they are shipped.

Prices

All prices on this site are in British Pounds Sterling (£ GBP). If your delivery is outside of the European Union you will not be charged Value Added Tax (VAT).

Order Processing

We aim to process and dispatch orders within 2 business days, although just before and after public holidays it may be 3 days due to increased demand. Orders are accepted at the sole discretion of Quinessence and are subject to your credit or debit card being authorised for the transaction. All transactions are conducted through a secure web server (see the Site Security page for more information).

Shipping & Handling Charges

For International deliveries all prices include the cost of delivery to your door. The price you see for each product is exactly the price that you will pay at the checkout - there are no other hidden handling, packing or postage charges when shopping online with Quinessence.

Deliveries

International orders may take up to 14 business days from dispatch, depending on the distance from the U.K. and your country's internal mail network. Please note that we are unable to deliver to P.O. Box Numbers.

Delivery will be via Royal Mail or by one of our contracted Carrier Services which both require a signature of receipt. If there is a possibility that nobody will be at home during the day, you must provide an alternative delivery address where there will be somebody available to sign for delivery - for example a neighbour or your works address. If the Carrier Service is unable to deliver your parcel they will leave a card for you to re-arrange delivery.

Due to the increasing costs of transport and storage, carrier services now make only one further attempt to deliver your order, after which there may be a charge for any further attempts. If you fail to contact them within 48 hours to arrange re-delivery, your parcel will be returned to Quinessence marked as undeliverable. Should your parcel be returned to Quinessence, there would be a further delivery charge to re-send your order.

Royal Mail handle packages up to 2 kilos in weight, and orders over this weight are shipped by a Carrier Service who do not deliver on weekends. During the lead up to, and just after holiday periods, mail traffic inevitably slows down or is delayed so bear this in mind if you are placing an order just before Christmas, Easter or a UK Bank Holiday.

Damages and Errors

Check your order carefully upon delivery and report any signs of damage before signing for receipt of goods. All damages incurred during transit must be reported immediately to the Carrier Company or Mail Service, and all packaging materials must be kept for inspection. Any shortages or errors must be reported to Quinessence within 2 business days using the procedure below.

Returns

Quinessence wants you to be completely happy with your purchase, so if for any reason you are not 100% satisfied we are happy to offer a refund, exchange or replacement on any item returned to us within thirty days of your receipt of goods, provided they are still in their original packaging, undamaged and in an unused condition. Whilst we understand that you may need to open a product to evaluate the fragrance, for reasons of hygiene and safety we are unable to accept the return of any product that has been used. All returned goods will be closely examined upon receipt in accordance with our policy.

If you are returning an item because of an error on our part we will be happy to refund all delivery charges incurred. Otherwise all goods are returned at your own expense. Should you wish to exchange or return an item, please email us and we will issue you with a Returns Authorisation Number (RAN). Goods returned without a RAN will be subjected to a 15% restocking fee. Full instructions for Returns can be found here.

Refunds

We will notify you via e-mail of your refund once we've safely received, checked and processed the returned item(s). If you are returning an item that was not due to an error on our part, the cost of shipping that item to you will be deducted from your refund. In the unlikely event that you wish to return an entire order through no fault on our part, the full cost of documentation, packing and shipping will be deducted from your refund. You will be notified of this cost when we issue you with your Returns Authorisation Number. You can expect a refund in the same form of payment originally used for purchase within 14 business days of our receiving your return.

Import Duties

Overseas customers may be subject to import duties which are levied once your order arrives in your country. Additional charges for customs clearance must be borne fully by you since we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you must contact your local customs office for further information. If you refuse to pay any such charges and your order is returned to Quinessence, you will be charged for all costs incurred in connection with this return plus our original shipping charge to your address.

Use of this site

Every effort is taken to ensure that the information contained in this website is correct and up-to-date. However, Quinessence disclaim all warranties and representations as to the accuracy of any information contained if at any time it becomes inadvertently out-of-date or incomplete. Quinessence cannot be held responsible for any loss or damage that may arise from the use of this information.

Quinessence is not responsible for this site's accuracy or the reliability of the access to this site. Neither will we assume responsibility for the content of any other website to which this site links to. These links are provided for your convenience only.

These conditions are governed and construed by English law. English courts will resolve any disputes. These Terms and Conditions do not affect your statutory rights as a customer.