It will be your responsibility to provide accurate and maintain the accuracy of your data and you must inform us immediately of any changes to the information that we hold on you by updating your details with us.
Product Information and Descriptions
Although we will make every effort to ensure that product descriptions, prices and details are as accurate as possible, the information available via our website at the time of purchase may not always be a true representation. Additionally, the imagery representing the product you purchase may vary slightly to the product delivered.
Measurements and sizes of our products are approximate, and your delivered product may vary from the details provided on our website due to settings and calibration of your computer. We will go to every effort to ensure that the measurements are as close to accurate as possible.
Most of the ingredients that we use are natural products and due to a variety of factors, such as seasonal changes, we can not guarantee that the products we produce with these ingredients will taste, smell or be exactly the same every time you order them, but we do regularly test our recipes to ensure they’re to our expected standard.
The product prices are the prices displayed on our website at the time of purchase. Where we discover an error with the prices following receipt of your order, but prior to delivery, we will notify you as quickly as possible and give you the option of reconfirming your order at the new price. Should you choose not to reconfirm the order, or should we fail to establish contact with you, your order will be cancelled and a full refund of what you have paid will be provided.
Delivery charges are not included in the product prices and will be applied during checkout.
The prices shown on our website apply only to the products available via our websites. Should you find these products available elsewhere the prices may vary.
Prices are shown in sterling (£) and where applicable VAT is included in these prices.
Promotions and discounts
When applying a promotion code to your order, that code must be correctly entered into the promotion code box for a promotion to be applied to your order. Where a code has been entered incorrectly, we cannot be held liable for the promotion not being applied to your order.
There can only be one promotion code used per order and promotion codes are only valid on full price items and not on items with other offers or discounts associated with them.
Discounts are on products only and are not on delivery costs.
We reserve the right to reject any application for a promotion at our sole discretion.
Placing an order
Once you’ve placed an order, you will receive an email confirming that your order has been received and providing you with an order reference number. This order represents your offer to purchase a product, but our email confirming receipt of your order does not represent our acceptance of your order, only that we have acknowledged it.
Order Acceptance and Availability
Acceptance of an order will be dependent on product availability. Should a product be unavailable we will notify you and provide you with a full refund.
Your order will be accepted, and as such a contract formulated between us, when you receive an email confirming acceptance of your order. We reserve the right to cancel or reject an order, this will be at no cost to you.
If you place an order that includes sale products, should these products be out of stock we will still send you your incomplete order and provide you with a refund for the sale items we were unable to deliver.
Changes to orders
Once you’ve placed an order, you have to right to make changes to any open orders. Changes can only be made via email or over the phone. Where a change is made following the confirmation email we reserve the right to alter the delivery date of your goods. Should this date be changed you will be informed of your new delivery date once the order has been accepted.
Cancellation of orders
Subject to the goods being faulty, you have the rights to cancel an order within 7 days from the date of delivery. Cancellations can only be done by the person who placed the order. Where the cancellation is being requested over the telephone, we reserve the right to reject the cancellation request where we’re unsatisfied that the person we’re speaking to is the individual that placed the order.
Cancellation of a made to order product that has been created specifically to your request will be charged at a cancellation fee of 30% of the original value.
Payment of your purchase will be taken during the checkout process of your order. We can only accept payments from a card provider that we accept and payments must be made with a valid credit, debit or charge card.
The credit, debit or charge card that you choose to use must be registered at the same address as your billing address. You can register a new credit, debit or charge card at any time.
Please be aware that any delivery times and dates that we provide to you are estimates only. Delivery will only be done once we’ve received payment for the goods that you’ve ordered.
Our courier will attempt to deliver the good directly to you and should this be unsuccessful then they may leave your goods in a safe place or with a neighbour. Once the goods have been delivered then the ownership of those products will be to you, at which point, any risk of damage or loss is also passed to you.
Our working days are Monday to Friday and exclude bank holidays. Dispatch of goods will not be done outside of these hours. We will package breakable items as best we can but it is not recommended that shipments of these are made outside of the United Kingdom. We can not guarantee that any such deliveries will arrive in perfect condition.
Dispatched orders will be sent to you via Royal Mail or a courier service. Should the courier be unsuccessful in delivering your goods then the goods will be returned to us, your order will be cancelled, and a refund will be provided.
Delivery delays may be incurred because of circumstances outside of our control. Where delays do occur, we will notify you of the delay and provide you with new timeframes as soon as possible.
On the rare occasion we are unable to deliver products that you’ve purchased, we will promptly let you know and provide you with a refund of the undelivered items.
For delivery prices, please see our shipping policy.
Where you discover that a product is faulty, please ensure to notify us via email of this within 7 days of delivery. Notification of faulty goods can only be done by the person that placed the order.
Products returned to us and reported as faulty may be examined and tested by us, or by an appointed third party agent, to establish if we are responsible for the fault reported. In purchasing a product with us you agree to these tests being performed.
Should we agree that a product is faulty, we will offer you a replacement or a full refund. In the event you should request a replacement, where a replacement is possible, but the product is no longer in stock or where the purchased product was custom made you may have to wait for the replacement to be sent to you.
Should you choose to return a faulty product, and it exceeds the 7 day period, we reserve the right to offer a spare part, where applicable repair the product, offer a replacement item of equal or similar value, or offer store credit.
Returns and Exchanges
Custom made, personalised products and consumable products that have been opened can only be returned if the product is faulty. For all other products, you have up to 7 days from the date of delivery to notify us of a return or exchange of goods that you are unhappy with. You have 28 days to return the item to us. The item must be in perfect condition and with proof of purchase.
The cost of returning goods will be your responsibility and the goods will remain your responsibility until they have reached our premises. It is recommended that you send any returned goods via recorded delivery.
Should you fail to return any goods to us within 28 days then this will be processed as a reorder of the product and the cost will be that which you originally paid for them.
Exchanges and returns will be processed once the product has been received by us and it will take no more than 30 days to process.
Except where we have accepted full responsibility for a faulty product, full refunds of the purchase price will only be provided where the product returned is undamaged and in perfect condition. Where a product is damaged or is not in perfect condition, we reserve the right to refuse the refund or deduct a charge from the refund. Any deductions will be no more than 30% of the purchase price.
Refunds of postage and packaging can only be provided where the cancellation of an order was done prior to dispatch. These fees will not be refunded on returns or cancellations post-dispatch.
Refunds will only be made via the same payment method used by you during the payment of your order and you will receive this payment no later than 30 days from the date that we receive your returned item. Where we’re unsuccessful in refunding an order to the card that the order was debited from then we will contact you to arrange an alternative method of refunding you.
These terms and conditions, and the contract you’ve entered into with us at the point of purchase, is governed by, and in accordance with, the English Law. Any disputes between you and Pozitiva Ltd shall be under the jurisdiction of the English courts.