Terms & Conditions

Terms & Conditions of Sale

About These Terms and Conditions

Welcome to the Natural Answers website. This website is owned by Natural Answers, a company registered in Scotland with company number SC304356 whose registered office is at 4C New Mart Road, Edinburgh, EH14 1RL. Our VAT number is GB 162 584 987. We use the terms “we”, “our” and “us” throughout our terms and conditions and our customer service pages to refer to Natural Answers.

We sell our products to you subject to the terms and conditions listed here. Please read them carefully before using the website. By using our website, you signify your agreement to be bound by these terms and conditions. If you do not agree with these terms and conditions, you should not use our website.

Acceptance of Your Order

Your order on our website constitutes an offer to us to purchase the goods and or services in your basket for personal usage or consumption, and we will do our utmost to fulfil this order to the service levels you expect. So as to meet our service commitment to you, we will store your order and necessary personal details, obtain authorisation from your bank for the payment and make certain security checks on your identity and address (in line with our Privacy Policy).

We will not accept your order until such time that you are emailed to say that the products you have ordered have been dispatched. Once you receive such an email, we will be contracted to you, and your contract will be concluded upon delivery of the products.

Any products or services on the same order that we have not yet confirmed via email will not form part of that contract and will form part of a separate contract when the remaining products have been dispatched. Placing an order does not constitute a contract with us until we confirm the products as dispatched.

We reserve the right not to accept your order for any reason whatsoever, including, but not limited to, payment problems, product availability and product price or description error.

Refund & Returns Policy

Refunds

If you make a purchase online but change your mind once you have received your order, under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method) provided you notify us within 14 days of receipt that you wish to cancel your contract. You can inform us of your wish to cancel your order via the Contact Us section of the website.

You will then have a further 14 days to return your product. You can return your goods by post.

If you are not cancelling your contract with us, please indicate so when you contact us. If you are returning your product due to a fault etc, then the time limit highlighted in the faulty or damaged goods will apply, otherwise you will have 14 days in which to return your product for a full refund (via your original method of payment).

Exchanges

At Natural Answers, we want you to be happy with every purchase you make. In the event that you are not satisfied, and you wish to exchange a product, you may do so within 28 days of receiving your order

Faulty or damaged goods

If you make a purchase but find when you receive your purchase it is either faulty or damaged, then you have up to 30 days to reject the goods, from the date of purchase, and return it to our warehouse to receive a full refund.

Your Responsibility and our Liability

Whilst you are deciding whether to retain your purchase, you do have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safe and sound back to us.

We reserve the right to inspect all goods that are returned to us so please do not damage the goods. This includes any original packaging and labels.

We do not accept liability for any goods that do not reach us nor can we accept liability for any goods that may be returned to us by mistake. It is therefore advised that any goods you may wish to return are done so via a recorded delivery service and retain the proof of postage. In the event that substantial damage has been caused to the product then we reserve the right to refuse a refund or exchange.

Where goods are returned damaged or not in their original packaging, we reserve the right to refund you in full less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial damage has been caused to the product, then we reserve the right to refuse a refund or exchange.

Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the correct payment within 14 days. Please note this usually takes between 3 – 5 days but may take up to 14 days.

Please see our Returns section in on our website for full details of our refund policy and how to return goods.

Age Restricted Products

Some of our products are restricted to persons over a certain age as laid down by law. We are not permitted to supply such products to persons who do not meet the minimum age required as stated below. If you are underage, you must not attempt to purchase these products through our website. By placing an order for any of our products you are confirming that you (or the intended recipient) are the minimum age required by law:

Not intended for use by persons under the age of 18.

Promotional Codes

We cannot retrospectively apply a promotional code to your order. If you place an order without correctly applying the promotional code, we will be unable to reimburse you the discount once the order has been placed. If you are having any difficulties in applying a promotional code or believe the code to be faulty, please contact our customer services team via the Contact Us section of the website.

Flash Sales

Occasionally, we may feature timed sales, offers or promotions on the website, during which certain exclusions may apply.

Payment Problems

If, for any reason, there is a problem with collecting payment from your credit / debit card or other chosen payment method after we have confirmed receipt of your order, we will not be obliged to dispatch your order. Additionally, on some occasions, we may be unable to process an order. This may be due to: the item being out of stock or no longer available, your payment being declined, our identification of a pricing error or product description error or an unspecified technical error. If you are sure you are using a valid form of payment, please try again or use a different payment method.

Security Checks

As part of our policy to protect against the fraudulent use of credit / debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone before we process your order. We also procure the services of various credit rating and fraud prevention companies, and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of your payment cards (in line with our Privacy Policy).

Delivery

We have various delivery options and timescales, and charges will vary dependent on the type of service ordered. Full details can be found in our Delivery page on the website. Some items may be subject to different charges or timescales. Risk in the products (e.g. damage or loss to the products) will remain with us until we deliver the goods to the address specified in your order. Provided you have notified us via the Contact Us section of the website that you wish to cancel your order under the Customer Contract Regulations, and the return also meets the terms of our Returns & Refund Policy, you will be entitled to a full refund including delivery charges if applicable. We are unable to provide a refund of the delivery charges when only part of your order is being cancelled. Please see Cancellations and Cancelling Your Order for more information.

Cancellations

Since orders are dispatched promptly, we are unable to cancel orders after you have received your order confirmation email.

If your order has already been sent out, you may still cancel your order under the Consumer Contracts Regulations, and to do so, simply return your order back to us within 14 calendar days. Otherwise, you should follow our Returns & Refund Policy.

Provided you have notified us via the Contact Us section of the website that you wish to cancel your order under the Consumer Contracts Regulations, and the return also meets the terms of our Returns & Refund Policy, you will be entitled to a full refund including delivery charges if applicable.

We are unable to provide a refund of the delivery charges where only part of your order is being cancelled.

You may cancel your contract in respect of the following items provided that it is in its original condition including the packaging where it forms part of the goods, for example, safety seals and labels. 

If you wish to return your order outside of the cancellation time period specified above, please refer to our Returns & Refund Policy.

Where you have failed to take reasonable care of the goods, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss.

Website Privacy Policy

Our Privacy Policy can be found here. Our privacy policy supplements these terms and conditions and by using our website, you will be deemed to have read and accepted our privacy policy.

Content Access/Copyright

We have links to other websites that are owned and operated by affiliate companies. Unless otherwise noted, the design and content featured on our website are all intellectual property that is owned, controlled or licensed by us. The website is intended solely for your personal non-commercial use. Any use of our website and its content for purposes other than personal non-commercial use is prohibited without our prior written permission. Any person is authorised to view, copy, print and distribute content on our website subject to the following conditions: the page is used only for information and non-commercial purposes; and that any copies of, or extracts from, the website must include this copyright notice.

You may not systematically extract and/or utilise parts of the content of our website. In particular, you may not utilise any data mining, robots or similar data gathering and extraction tools to extract (either once or many times) for re-utilisation of any parts of this website without our prior written permission. You may not create and/or publish your own database that features content on this website (e.g. our prices and product listings) without our prior written permission.

You are granted a limited and non-exclusive right to create a hyperlink to the homepage of naturalanswers.co.uk as long as the link does not portray us, our affiliates or our/their products or services in a false, misleading, derogatory or otherwise offensive matter.

You may not use any of our logos or other proprietary graphic or trademark as part of the hyperlink without our prior written permission.

Please be aware that each of the various trademarks, product names, company names and corporate identities represented on our website are the property of the individual companies, used by us with their permission, and are not to be reproduced or used without the express permission of its owner.

Your Account

If you use our website, it is your responsibility to ensure the confidentiality of your account and password and that no unauthorised persons have access to them. You agree to accept responsibility for all activities that occur under your account or password. You should let us know immediately if you believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. We shall not be liable to any person for any loss or damage that may arise as a result of your failure to keep your password and account protected.

Please ensure that your personal details are up-to-date and inform us immediately of any changes to the information that you provided when registering.

We reserve the right to refuse access to our website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, you will not be charged.

Website Errors

We endeavour to present the most recent, most accurate and most reliable information on our website at all times. However, there may be occasions when some of the information featured may contain incomplete data, typographical errors, or inaccuracies. Any errors are wholly unintentional, and we apologise if erroneous information is reflected in price or availability. We try to ensure that all pricing on the website is accurate, but occasionally an error may occur and goods may be incorrectly priced. If we discover that a pricing error has been made, we reserve the right to suspend your order and contact you to ask whether you wish to continue with the order at the correct price. We will not be obliged to supply goods at the incorrect price. We present our content `as is` and make no claims to its accuracy, either expressed or implied. We reserve the right to amend errors or to update product information at any time without prior notice.

Website Access

Given the unpredictability of technology and the online environment, we do not warrant that the function or operation of our website will be uninterrupted or error-free, that defects will be corrected or that this site or the server that makes it available will be free of viruses or other harmful elements. Also, your access to our website may be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. As a visitor to, and user of our website, you must assume full responsibility for any costs associated with the servicing of equipment employed in connection with your use of our website. In effect, you agree that your access is undertaken at your own risk, and it is your responsibility to ensure that you have the right equipment and software to safely access our website. We shall not be liable for damages or losses of any kind that you may incur from your use of or inability to access our website.

Website Changes

Our goal is to keep our website fresh and exciting. We create timely editorial to replace content that becomes out-dated or out-of-season and move and expand portions of the site. We cannot guarantee that something you may have seen on a previous visit will still feature on our website when you visit again. We reserve the right to make changes to the website without prior notice.

Product Display

We have made every effort to display the products featured as accurately as possible. However, the colours we use, as well as the display and colour capabilities of the equipment you use to view our site, may greatly affect the colours you actually see on the screen. We cannot be held responsible for any limitations of the equipment you use to view our site and cannot guarantee that your equipment`s display of any colour, texture, or detail of merchandise will be accurate/the same as the actual product.

Third Party Links

To provide a greater range of goods, we may provide links to other websites or resources for you to access if you so wish. You acknowledge and agree that, as you have chosen to click on the link, we are not liable in respect of your use of these websites and resources.

VAT

All prices shown include the applicable VAT rate. If your order is delivered outside the EEC, VAT will not be charged.

Liability

To the fullest extent possible under applicable law, we disclaim any and all warranties of any kind whether expressed or implied, in relation to our website, goods and services. This does not affect your statutory rights in relation to faulty or damaged products or your contract cancellation rights.

We will not be liable, in contract, tort (including without limitation, negligence), pre-contract or other representations (except for fraudulent or negligent misrepresentations) or otherwise out of or in connection with these terms and conditions for: any economic loss (including without limitation loss of revenues, profits, contracts, business or anticipated savings); any loss of goodwill or reputation and any special or indirect losses suffered or incurred arising out of or in connection with the provisions of any matter under these terms and conditions.

Nothing in these terms and conditions will limit our liability for death or personal injury resulting from our negligence or that of our servants, agents and employees.

Events Beyond Our Reasonable Control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause that is beyond our reasonable control. This condition does not affect your statutory rights.

Waiver

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.

Severance

If any of these terms and conditions are found to be illegal, invalid or unenforceable, then that provision shall be deemed to be severed from the terms and conditions and shall not effect the validity or enforceability of the remaining provisions.

Updates & Amendments

These terms and conditions may be updated or amended from time to time to comply with law or where our business or website requires such change without any notice to you. Updates and amendments will be posted to our website.

Governing Law & Jurisdiction

These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the exclusive jurisdiction of the English courts in the event of any dispute arising from these terms and conditions. All contracts are concluded in English.