Terms of service
ACCEPTANCE OF THE TERMS AND CONDITIONS
These are the terms and conditions (“Terms”) which govern your use of this website and any subsequent purchase made through it. This website is owned and operated by Rhug Organic & Natural Limited, a company registered in England and Wales under company number 11809693, with registered office at Rhug Estate Office, Corwen, Denbighshire, LL21 0EH and VAT number 325541125.
By accessing this website and/or placing an order for products, you agree that these Terms will, together with the order, as accepted by us, constitute the whole contract between you and us.
These Terms set out your legal rights and responsibilities; our legal rights and responsibilities; and certain key information required by law.
If you have any queries about these Terms, please email customerservice@rhugwildbeauty.com.
AMENDMENT TO THE TERMS AND CONDITIONS
You can review the most current version of these Terms at any time by re-visiting this website. We reserve the right to amend these Terms from time to time to comply with law or to meet our changing business requirements. Any amendments to these Terms will apply to any order placed after the amended Terms come into effect by being posted on this website.
DEFINITIONS AND APPLICATION
For the purpose of these Terms, ‘we’, ‘us’, ‘our’ means Rhug Organic & Natural Limited and “you” and “your” means you, the individual who is using this website to order products and/or services.
The “Products” means the Rhug Estate Wild Beauty products which may be ordered on this website.
CONSUMER STATUS
These terms apply if you are dealing with us as a consumer. If you wish to trade with us in the course of your business, please refer to our trade terms and conditions stated on our trade application forms – please contact us for further information at sales@rhugwildbeauty.com.
You must be 18 years or older to use this website and purchase the Products and/or Services offered on this website.
USE OF WEBSITE
Access to this website is made available free of charge. The contents of these pages are the copyright of Rhug Organic & Natural Limited. Reproduction of part or all of the contents in any form is prohibited other than with our written permission.
We may suspend, withdraw, discontinue or change all or any part of this website without notice. We will not be liable to you if for any reason this website is unavailable at any time or for any period.
Our internal processes are designed to ensure the accuracy of our website content. We use our best efforts to ensure the correct prices are published and that the description of the Products and their photographic representation is accurate. The images of the Products on this website are illustrative only. Your Products and their packaging may vary slightly from those images. Sometimes our images use props, in these cases, the Product description or list clearly defines what is being advertised for purchase. Where the Product is a collection of many Products, such as our gift ranges, a full list is supplied on this website. Please note, however, that the representation of the Products as produced by your computer monitor may differ from the exact Products due to technical reasons beyond our control.
DATA PROTECTION
Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy [link to privacy policy], which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
You are responsible to ensure that the personal information which you are required to provide when you register as a customer is accurate, current and complete in all detail. You are also responsible for ensuring that all persons who access this website through your internet connection are aware of these Terms and that they comply with them.
You agree to notify us immediately of any changes to the personal information by contacting data@rhugwildbeauty.com.
ACCOUNTS
When you create an account with us, you must provide us with information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms, which may result in immediate termination of your account on our Service.
You are responsible for safeguarding the password that you use to access the Service and for any activities or actions under your password, whether your password is with our Service or a third-party service.
You agree not to disclose your password to any third party. You must notify us immediately upon becoming aware of any breach of security or unauthorised use of your account.
ORDERING PROCESS
The website is set up to guide you through the steps you need to take to place an order with us. You are only able to place an order subject to availability of the Products. Please take the time to read and check your order at each stage of the order process.
When you place an order to buy a Product you offer to buy the Product at the prices indicated including any delivery charges that apply to your purchase.
Once you confirm your order, payment will be taken and you will receive an email acknowledging the details of your order. This email is not an acceptance of your order, just confirmation that we have received it.
We will confirm our acceptance of your order by sending you an email that confirms that the Products are being dispatched (dispatch confirmation). The contract between us will only be formed when we send you the dispatch confirmation.
We may contact you to say we cannot accept your order for the following reasons: a) The Product is not in stock or no longer available; or b) There has been an error in the price or description on this website.
In the case (a) or (b) above applies, we will inform you of this by e-mail and we will not charge you for the Product. If you have already paid for the Product, we will refund you the full amount as soon as possible, and in any event within 14 days.
CANCELLATION OF YOUR ORDER
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire at the end of 14 days from the date on which you receive the Products.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by sending a clear statement by email to customerservice@rhugwildbeauty.com before the cancellation period has expired.
Title of goods will pass to you at the point we charge your payment card or, when other payment methods are used, funds are credited to our account.
THE RETURNS PROCESS
To process the return please email customerservice@rhugwildbeauty.com and include your order number and the details of the product(s) you would like to return. A member of our Customer Service team will then issue you with a returns label via email to the email address attached to the original order, unless specified otherwise. Returns without a label cannot be processed.
Please safely pack the Product/s to be returned in the original mail order box, unused and unopened with the seal intact, together with the original shipment document. Unfortunately, we cannot accept any return of Product/s where the seal has been broken, or the Product/s used, or damaged by you after receipt, and are not in a condition for resale.
Our Customer Service Team will arrange collection with you for a specific date and time (Collection from a safe place can also be arranged). Currently Covid restrictions are not permitting customers to drop items off at a depot but this will be an option as soon as restrictions are lifted.
Once the prepaid returns label arrives affix it to the box and the package will be collected, as arranged, by our courier company. We will notify you when we have received your returned products.
The returns label is for a specific collection and if that collection is missed another label will need to be issued. This does not apply to packages being dropped off at the depot.
POLICY ON INTERNATIONAL RETURNS
If you are an international customer and wish to return your purchase, you may do so in line with the Returns Process. However, we regret that we cannot reimburse postage costs for items returned from outside mainland UK.
EXCHANGE POLICY
Unfortunately, we do not offer exchanges on any items, however you can request a refund. Please see Receiving a Refund.
WHAT IF THERE ARE PROBLEMS WITH YOUR ORDER?
If your order is incomplete or the Product(s) damaged, please contact our Customer Service team as soon as possible by email to customerservice@rhugwildbeauty.com. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 30-day return policy timeframe and without a photo of the broken items and/or package.
PRODUCT(S) PURCHASED THROUGH AN AUTHORISED RETAILER
If the Product(s) were not purchased directly through Rhug Organic & Natural Limited (website www.rhugwildbeauty.com), we are unfortunately not able to process a return. However, if you have specific questions please email us at customerservice@rhugwildbeauty.com and we will do our utmost to assist.
RECEIVING A REFUND
Your refund will be credited to the original purchaser’s bank card. Crediting refunds to this account should take no more than 14 working days from our receipt of the Product(s) or cancellation notification but may, in exceptional circumstances, take longer. All reimbursements of funds relating to returns will be processed through our Head Office. All Product(s) purchased during sale periods can be returned and refunded in accordance with these Terms.
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused.
WHAT HAPPENS TO REWARDS POINTS?
Where applicable, any Rewards points associated with returned items will be deducted from your points total and will no longer be available for redemption.
DELIVERY
UK delivery charges include delivery to the Mainland of Great Britain and to Northern Ireland. All other postcodes in the British Isles will be charged at our international shipping rates.
We will endeavour to deliver Products to you as soon as possible. Orders are usually dispatched within 2 business days from the date of the order being placed. Please contact our Customer Service team (on customerservice@rhugwildbeauty.com) if your delivery has not been received within the dates notified to you in the dispatch confirmation.
We are not liable for events outside our control: in the event that we are unable to meet the delivery within the expected dates because of events outside of our control, we will be in touch to let you know a revised delivery date and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may exercise your rights to cancel this contact in accordance with these Terms. Where you elect to cancel the contract as a result of such delay, this does not affect your legal right to cancel under consumer legislation.
If you are not in when the Product is delivered: if the delivery service is unable to successfully deliver your order, a card will be left so that a re-delivery or collection from a local depot can be arranged. Deliveries can be made to a safe location at your property if requested in advance. We regret we cannot change the delivery address after the order has been placed.
If you need further assistance please e-mail customerservice@rhugwildbeauty.com or phone us on 01490 413000.
PROMOTIONAL DISCOUNTS
Discounts and promotional discount codes offered by Rhug Organic & Natural Limited are valid only for use as part of a purchase made through our website, unless otherwise stated. Such promotional discounts are not valid for use as part of a purchase of Rhug Organic & Natural Limited products at any of our retailers, or for telephone orders.
FAULTY PRODUCTS
Faulty products are considered faulty when damaged during shipment or where they do not conform to the requirements set out in ‘Your Rights’ section of these Terms, specifically where they are broken or damaged (‘not of satisfactory quality’), unusable (‘not fit for purpose’) or not what was advertised or do not meet the description. When your order arrives please inspect it for any damage or defects and notify us promptly by email at customerservice@rhugwildbeauty.com if you believe there is a fault.
You have 30 days from when you received the Product to claim a full refund and up to six months for a replacement Product at no extra cost or a partial refund after the six month period. When possible, we will offer to replace faulty products free of charge to our customers. Please refer to the ‘Returns’ section for more information on how to return your faulty Product. Please visit the Citizens Advice Bureau website at www.adviceguide.org.uk for more detailed information about your rights as a customer.
PRICE AND PAYMENT
The price is displayed on this website and includes UK VAT where applicable. As you are purchasing from a UK website all orders delivered to UK addresses include VAT at the prevailing UK rate of 20%.
A separate postage charge may apply to Products and this will be displayed on the website prior to you confirming your order.
PRICE ALTERATIONS:
Where the Product’s correct price is less than the price stated on this website, we will charge the lower amount. If the Product’s correct price is higher than the price stated on this website, we will contact you in writing by e-mail as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order.
If we have not received payment but you have already received the Products, you:
(a) must pay for such goods within 30 days; or
(b) must return them to us as soon as possible. If so, you must keep the Products in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.
If you do not return any Products (such as where you have not paid for them) we may collect the Products from you at your expense. We will try to contact you to let you know if we intend to do this.
ERRORS
We make every effort to ensure that all the information provided on our website is correct at the time of publishing but we make no warranties or representations as to its accuracy. We reserve the right to change any of the information listed on this website without prior notice.
INTELLECTUAL PROPERTY
We own the intellectual property rights to this website and material on this website unless otherwise stated. Subject to the licence below, all our intellectual property rights are reserved.
LICENCE TO USE THE WEBSITE
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. You may view, download and print pages or other content from the website, provided that:
You do not republish material from this website (including republication on another website), or reproduce or store material from this website in any public or private electronic retrieval system.
You do not reproduce, duplicate, copy, sell, resell, visit, or otherwise exploit this website or material on our website for a commercial purpose, without our written consent.
YOUR RIGHTS
The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, that the Products:
(a) are of satisfactory quality;
(b) are fit for purpose;
(c) match the description, sample or model; and
(d) are installed properly (if applicable).
We must provide you with goods that comply with your legal rights set out above.
OUR LIABILITY
We will not be liable for any claims, damages and costs, including legal fees, arising out of any misuse of this website by you or any user of your computer equipment, whether authorised by you or not, or any misuse of this website or your Rhug Organic & Natural Limited account information by any other user.
If we fail to comply with these Terms, we are not responsible for loss or damage you suffer that was not foreseeable to you and us when the contract was formed or that was not caused by any breach on our part.
We only supply the Products for domestic and private use. You agree not to use the Product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We do not in any way exclude or limit our liability where it would be unlawful to do so or which arises under applicable laws relating to the protection of your personal information. Nothing in these Terms limits our liability to you for: Death or personal injury caused by our negligence, Fraud or fraudulent misrepresentation, Breach of your legal rights in relation to the Products including the right to receive, Products which are as described and match the description we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable care and skill; and Defective products under the Consumer Protection Act 1987.
OTHER IMPORTANT TERMS
We may transfer this agreement to another third party. We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights or our obligations under these terms. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for Products not yet dispatched.
You may only transfer your rights or your obligations under these terms to another person if we agree in writing.
This contract is between you and us. No other person shall have any rights to enforce any terms of this contract.
If any term of this contract is found to be illegal, invalid or unenforceable by a court, the remaining terms will continue in full force and effect. Each of the paragraphs of these terms operates separately. If any paragraph is found to be illegal, invalid or unenforceable by a court, the remaining paragraphs will remain in full force and effect.
If you breach these Terms and we take no action, this does not mean that we have waived our rights against you. You will still have to comply with these terms. Any waiver must be agreed by us in writing.
LINKS TO OTHER WEB SITES
Our Service may contain links to third-party web sites or services that are not owned or controlled by Rhug Organic & Natural Limited.
Rhug Organic & Natural Limited has no control over and assumes no responsibility for, the content, privacy policies, or practices of any third-party web sites or services. You further acknowledge and agree that Rhug Organic & Natural Ltd shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.
We strongly advise you to read the terms and conditions and privacy policies of any third-party web sites or services that you visit.
TERMINATION
We may terminate or suspend access to our Service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.
We may terminate or suspend your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.
All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.
Upon termination, your right to use the Service will immediately cease. If you wish to terminate your account, you may simply discontinue using the Service.
APPLICABLE LAW
These terms are governed by English law. This means a contract for the purchase of products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You can bring legal proceedings in respect of the products in the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland. We will not file a copy of the contract between us.
Last amended 25.07.22