Terms and Conditions

Terms & Conditions

1. Introduction

The owner of this web site is Natural Health Limited whose address is Unit 4, Burrows Lea Farm, Hook Lane, Shere, Guildford, Surrey, GU5 9QQ, United Kingdom (‘Natural Health Ltd/‘we’ /‘us’/‘our’). Our company Registration number 06732053. The Website Owner, including subsidiaries and affiliates provides the information contained on this website or any of the pages comprising the website ("website") to visitors ("visitors") (cumulatively referred to as "you" or "your" hereinafter) subject to the terms and conditions set out in these website terms and conditions, the privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of this website.

2. Information on the Website

Whilst every effort is made to update the information contained on this website, neither the Website Owner nor any third party or data or content provider make any representations or warranties, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of information, opinions, research information, data and/or content contained on the website (including but not limited to any information which may be provided by any third party or data or content providers) ("information") and shall not be bound in any manner by any information contained on the website. The Website Owner reserves the right at any time to change or discontinue without notice, any aspect or feature of this website. No information shall be construed as advice and information is offered for information purposes only and is not intended for trading purposes. You and your company rely on the information contained on this website at your own risk. This website should not be used as a replacement for advice from a medical professional. If you find an error or omission at this site, please let us know.

3. Delivery

It is your obligation to enter the correct delivery address at the time of ordering. If you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense. The delivery address cannot be changed once the order has been shipped.

Once you have placed an order, if we are unable to ship any part of it, we may at our sole discretion, either send you part of the order that is in stock or remove the item(s) from your order and provide you with a refund for the non-delivered items. 

All deliveries are estimated dates only and not guaranteed and are subject to the Royal Mail and our couriers terms and conditions. 

Our current delivery charges are as follows and are subject to change at any time: 

Americas and the Rest of the World:
Please contact our office for a specific cost – you will be asked what items you require on your order so we can give you an accurate cost.

3.1.1 Within the U.K

Standard Delivery 1-3 days from despatch

For orders under £44 in value we charge £4.00 for UK delivery. This is the total cost of delivery and packaging, regardless of how many items you order. We use a combination of couriers and services depending on location, contents and the weight of your order.  We know service is important to you so have chosen our partners carefully and include both signed for and standard deliveries from UKMail and Royal Mail, details will be included in the despatch conformation you receive. The vast majority of orders (over 98%) are despatched either on the same working day or the following working day (Mon-Fri excluding Bank Holidays). A signature may be required on receipt for heavy orders. For orders that weigh 25kgs or more (and for every subsequent 25kgs) there is an additional handling charge of £3.49 per 25kg. All other delivery conditions apply as above.

Normal delivery takes between 2-5 working days.

In order to confirm that an order shipped via post has indeed been lost, we must wait 15 working days (3 weeks) before claiming against Royal Mail. Most lost items are located within the postal system within this period of time. If your item is lost or undelivered, you should contact your local Delivery Office to see if they are holding the order, having already tried unsuccessfully to deliver it to you. Based on the previous experience of our customers, we notice that the Royal Mail don’t always leave a calling card. To find your nearest UK Sorting Office call Royal Mail on 08457 740 740 or visit their website at www.royalmail.co.uk. If after 15 working days you have not received your order, please contact us with your order number, name and address. We will then send you a P91 form. You must complete the P91 Form and return it back to us within 10 days or we will close the claim and in return we will not be able to issue a replacement order. Once we have received and accepted the completed P91 Form we will send your replacement order. These are Royal Mail’s new procedures which we are forced to adhere with. If you require your items urgently it is advised that you re-order them through our website.

If your item(s) are returned back to us for whatever reason, we will resend the items subject to a redelivery charge. We will be unable to refund actual delivery costs. 

Express Delivery

  • 1. All items ordered must be in stock
  • 2. All orders subject to Fraud checks (Please ensure all details are entered correctly in order to prevent delay)
  • 3. All orders must be placed no later than 1:30pm (only applies to orders placed Mon – Fri) for next business day delivery (If we physically cannot despatch the same day then we promise we will move your order to the front of line for the following day)
  • 4. Express Delivery can only be applied to Delivery addresses within Mainland UK. Deliveries to the Highlands, Islands, Northern Ireland and Channel Islands will be sent on a two day service.
  • 5. A signature will be required for this service
  • 6. Whilst we make every effort to deliver goods the following business day, we cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries
  • 7. Normal terms and conditions apply to ‘Failed’ or ‘Delayed’ deliveries



3.1.2 European Union Countries

Delivery Charge dependent on the weight & destination

Deliveries to countries within the EU are calculated at checkout dependent on the weight and destination. Delivery is usually 6 -12 days from dispatch.

For some orders, certain weight restrictions apply.

 

Product restrictions - Certain products – particularly Manuka Honey, Cortaflex and Pernaton (or any other product with an animal derived ingredient – may be restricted by different countries.  Where we are aware of any restrictions we will let you know, however, it is your responsibility to ensure that you check the goods will get through Customs of your country.



It is within Natural Health Ltd’s discretion to send large and/or heavy items with a courier service to accommodate the weight and size of the package. If we deem your order is of an excessive size or weight, this may incur additional delivery charges which we shall contact you about prior to the order being dispatched from our warehouse.

In order to confirm that an order shipped via post has indeed been lost, we must wait 20 working days (4 weeks) before claiming against Royal Mail. Most lost items are located within the postal system within this period of time. If your item is lost or undelivered, you should contact your local Delivery Office to see if they are holding the order, having already tried unsuccessfully to deliver it to you. If after 20 working days you have not received your order, please contact us with your order number, name and address. We will then send you a P91 form. You must complete the P91 Form and return it back to us within 10 days or we will close the claim and in return we will not be able to issue a replacement order. Once we have received and accepted the completed P91 Form we will send your replacement order. These are Royal Mail’s new procedures which we are forced to adhere with. If you require your items urgently it is advised that you re-order them through our website.

If your item(s) are returned back to us for whatever reason, we will resend the items subject to a redelivery charge. We will be unable to refund actual delivery costs.

 

We accept no responsibility if your order is stopped by international customs and cannot accept responsibility for packages held by customs.
Items ordered from outside the UK are subject to control restrictions from your country’s customs department or regulator. When items are ordered for delivery outside the UK please ensure you are aware of any restrictions which could result in non-delivery or delay. We cannot take liability for items being imported into countries where restrictions are in place. You will be fully liable for the cost of the order if the item is held by customs or your regulating authority. All items are sold for the personal use of the recipient under supervision of a local health care provider. Resale is usually prohibited by the laws of the importing country. Import duties and taxes may have to paid in some countries. It is the recipient’s responsibility to obtain details of these charges from customs & excise in the country to which goods are being dispatched.


3.1.3 Outside the European Union - America and the Rest of the world

Delivery Charge dependent on the weight & destination

Deliveries to regions outside of the EU are calculated at checkout dependent on the weight and destination. Delivery is usually 5-15 days from dispatch. All prices shown online include VAT. At the checkout, VAT (20%) will be deducted where applicable.

Note: Certain weight restrictions apply. If we deem your order is of an excessive size or weight, this may incur additional delivery charges which we shall contact you about prior to the order being dispatched from our warehouse.

Product Restrictions - Certain products – particularly Manuka Honey, Cortaflex and Pernaton (or any other product with an animal derived ingredient – may be restricted by different countries.  Where we are aware of any restrictions we will let you know, however, it is your responsibility to ensure that you check the goods will get through Customs of your country.


In order to confirm that an order shipped via post has indeed been lost, we must wait 25 working days (5 weeks) before claiming against Royal Mail. Most lost items are located within the postal system within this period of time. If your item is lost or undelivered, you should contact your local Delivery Office to see if they are holding the order, having already tried unsuccessfully to deliver it to you. If after 25 working days you have not received your order, please contact us with your order number, name and address. We will then send you a P91 form. You must complete the P91 Form and return it back to us within 10 days or we will close the claim and in return we will not be able to issue a replacement order. Once we have received and accepted the completed P91 Form we will send your replacement order. These are Royal Mail’s new procedures which we are forced to adhere with. If you require your items urgently it is advised that you re-order them through our website.

If your item(s) are returned back to us for whatever reason, we will resend the items subject to a redelivery charge (based on size of package and destination). We will be unable to refund actual delivery costs.


We accept no responsibility if your order is stopped by international customs and cannot accept responsibility for packages held by customs.
Items ordered from outside the UK are subject to control restrictions from your country’s customs department or regulator. When items are ordered for delivery outside the UK please ensure you are aware of any restrictions which could result in non-delivery or delay. We cannot take liability for items being imported into countries where restrictions are in place. You will be fully liable for the cost of the order if the item is held by customs or your regulating authority. All items are sold for the personal use of the recipient under supervision of a local health care provider. Resale is usually prohibited by the laws of the importing country. Import duties and taxes may have to paid in some countries. It is the recipient’s responsibility to obtain details of these charges from customs & excise in the country to which goods are being dispatched.

3.2 Returns and Exchanges

Return of unwanted items - Cooling off period

It is your responsibility to contact Natural Health Ltd by email to advise us of your intention to return or exchange any item(s) within 7 working days of receipt of them. After this date, it falls solely within the discretion of Natural Health Ltd if a return or exchange will be accepted. Once notified, all items should be received at Natural Health Ltd within 30 days from the date of delivery for this condition to apply. Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene. We will not refund your order unless the item/(s) are in saleable condition upon return. You will be liable for the cost of returning items to us. We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.

Once notified, all items should be received at Natural Health Ltd within 30 days from the date of delivery for this condition to apply.

You must return items to Natural Health Ltd by using the returns and exchanges procedure. 

Return of faulty or damaged items

You should visit the step by step guide on our website for full guidance on how you should do this. To help us process returning goods, we would be grateful if you could supply details of your order number, name, date of order and goods return authorisation code (provided by customer services). If the item is returned without a goods return authorisation code we will be unable to offer an exchange. You will also be liable for the cost of re-delivery and our fees (which may exceed the original cost of delivery). We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. Natural Health Ltd will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you. 

Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene.


All returns are evaluated before being processed. 

If you refuse delivery due to an item being damaged, you should refuse delivery and notify of this within 7 working days as stated above. If you are unaware of the damage in transit, the 7 day period still applies however once this has expired, any return is solely within Natural Health Ltd discretion.

It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will not issue a return or exchange unless the item(s) are in a saleable condition upon return.

You may return damaged or faulty item(s) within 30 days of receipt of them. If an item is later deemed to be faulty, normal warranty conditions for that product apply. It is the recipient's responsibility to incur all costs and to follow warranty instructions as stated on the product warranty card as specified by the manufacturer.

Once we receive the returned items at our warehouse, you should allow a further 14 days for a replacement to be re-sent. 

Failed Deliveries

If you are not available to receive your items and they are returned to us we will charge £15 (or 15% if the order is over £100) restocking fee if you decide not to have the items re-delivered. 

Unauthorised Returns

If you return an item without prior approval and an authorisation code, we will be unable to process your return and no refund or replacement will be provided. Unauthorised returns will be sent back to the sender with a delivery charge and £15 administration fee.

3.3 Refunds 

Any refunds due back to you under conditions 3.1 -3.2, will be refunded via the same means as when the order was placed and by no other methods.


4. Trade Marks

The trade marks, names, logos and service marks (collectively "trade marks") displayed on this website are registered and unregistered trade marks of the Website Owner, suppliers, manufacturers and partners of the owner. Nothing contained on this website should be construed as granting any licence or right to use any trade mark without the prior written permission of the Website Owner.

5. External Links

External links may be provided for your convenience, but they are beyond the control of the Website Owner and no representation is made as to their content. Use or reliance on any external links and the content thereon provided is at your own risk. When visiting external links you must refer to that external websites terms and conditions of use. No hypertext links shall be created from any website controlled by you or otherwise to this website without the express prior written permission of the Website Owner. Please contact us if you would like to link to this website or would like to request a link to your website.

6. Public Forums and User Submissions

The Website Owner is not responsible for any material submitted to the public areas by you, which include bulletin boards, hosted pages, chat rooms, or any other public area found on the website. Any material (whether submitted by you or any other user) is not endorsed, reviewed or approved by the Website Owner. The Website Owner reserves the right to remove any material submitted or posted by you in the public areas, without notice to you, if it becomes aware and determines, in its sole and absolute discretion that you are or there is the likelihood that you may, including but not limited to -

6.1 defame, abuse, harass, stalk, threaten or otherwise violate the rights of other users or any third parties;

6.2 publish, post, distribute or disseminate any defamatory, obscene, indecent or unlawful material or information;

6.3 post or upload files that contain viruses, corrupted files or any other similar software or programmes that may damage the operation of the Website Owner's and/or a third party's computer system and/or network;

6.4 violate any copyright, trade mark, other applicable Great Britain or international laws or intellectual property rights of the Website Owner or any other third party;

6.5 submit contents containing marketing or promotional material which is intended to solicit business.

7. Specific Use

You further agree not to use the website to send or post any message or material that is unlawful, harassing, defamatory, abusive, indecent, threatening, harmful, vulgar, obscene, sexually orientated, racially offensive, profane, pornographic or violates any applicable law and you hereby indemnify the Website Owner against any loss, liability, damage or expense of whatever nature which the Website Owner or any third party may suffer which is caused by or attributable to, whether directly or indirectly, your use of the website to send or post any such message or material.

8. Warranties

The Website Owner makes no warranties, representations, statements or guarantees (whether express, implied in law or residual) regarding the website, the information contained on the website, your or your company's personal information or material and information transmitted over our system.

9. Disclaimer of Liability. 

The Website Owner and its directors, shareholders and associated persons shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company's personal information or material and information transmitted over our system. In particular, neither the Website Owner nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.

10. Use of the Website. 

The Website Owner does not make any warranty or representation that information on the website is appropriate for use in any jurisdiction (other than Great Britain). By accessing the website, you warrant and represent to the Website Owner that you are legally entitled to do so and to make use of information made available via the website.

11. General

11.1 Entire Agreement. 

These website terms and conditions constitute the sole record of the agreement between you and the Website Owner in relation to your use of the website. Neither you nor the Website Owner shall be bound by any express tacit or implied representation, warranty, promise or the like not recorded herein. Unless otherwise specifically stated these website terms and conditions supersede and replace all prior commitments, undertakings or representations, whether written or oral, between you and the Website Owner in respect of your use of the website.In the unlikely event that an incorrect price is shown on our website. We reserve the right to abstain from fulfilling the order at that price. You will of course be notified, and at which point you will be informed of the correct price, and given the choice to proceed with the order. You agree that your order is an offer to buy the Products under these Sales Terms. All orders must then be accepted by us. We may choose not to accept abnormal orders and orders which are not placed in good faith. After having received your order, we will send you an order confirmation email with your order number and details of the items you have ordered. Please note that the Order confirmation email is not an acceptance of your order. Acceptance of your order and the formation of the contract of sale between Natural Health Ltd and you and will not take place unless and until you have received an email confirmation of your order being despatched. Please note that Natural Health Ltd reserves the right to cancel your order at any time before you receive your ordered items.

11.2 Alteration

The Website Owner may at any time modify any relevant terms and conditions, policies or notices. You acknowledge that by visiting the website from time to time, you shall become bound to the current version of the relevant terms and conditions (the "current version") and, unless stated in the current version, all previous versions shall be superseded by the current version. You shall be responsible for reviewing the then current version each time you visit the website.

11.3 Conflict.

Where any conflict or contradiction appears between the provisions of these website terms and conditions and any other relevant terms and conditions, policies or notices, the other relevant terms and conditions, policies or notices which relate specifically to a particular section or module of the website shall prevail in respect of your use of the relevant section or module of the website.

11.4 Waiver.

No indulgence or extension of time which either you or the Website Owner may grant to the other will constitute a waiver of or, whether by estoppel or otherwise, limit any of the existing or future rights of the grantor in terms hereof, save in the event or to the extent that the grantor has signed a written document expressly waiving or limiting such rights.

11.5 Cession. 

The Website Owner shall be entitled to cede, assign and delegate all or any of its rights and obligations in terms of any relevant terms and conditions, policies and notices to any third party.

11.6 Severability.

All provisions of any relevant terms and conditions, policies and notices are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Any provision of any relevant terms and conditions, policies and notices, which is or becomes unenforceable in any jurisdiction, whether due to voidness, invalidity, illegality, unlawfulness or for any reason whatever, shall, in such jurisdiction only and only to the extent that it is so unenforceable, be treated as pro non scripto and the remaining provisions of any relevant terms and conditions, policies and notices shall remain in full force and effect. Please contact us if you require clarification on any of the terms in this statement.

11.7 Applicable laws. 

Any relevant terms and conditions, policies and notices shall be governed by and construed in accordance with the laws ofGreat Britain without giving effect to any principles of conflict of law. You hereby consent to the exclusive jurisdiction of the High Court of Great Britain in respect of any disputes arising in connection with the website, or any relevant terms and conditions, policies and notices or any matter related to or in connection therewith.


11.8 Accessing the Site

We cannot guarantee that the Site will operate continuously or without interruptions or be error-free. You must not attempt to interfere with the proper working of the Site and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt the Site or any computer system, server, router or any other internet-connected device. We cannot and do not guarantee or warrant that any content of the Site will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the safety and reliability of data input and output. We do not accept liability for any losses or claims arising from any inability to access the Site or any failure to complete a transaction.

11.9 Using the Site

This Site is for personal and non-commercial use. You must not use any materials contained in the Site except to the extent necessary for your own personal use. In using the Site and information available from the Site, you agree that you will not:

(a) Post, disseminate or transmit unauthorised advertisements or promotional materials, chain letters, junk mail or any other type of unsolicited mass email to people or entities who have not agreed to be part of such mailings.

(b) Omit, delete, forge or misrepresent transmission information, including headers, return mailing and Internet protocol addresses or otherwise manipulate identifiers to disguise the origin of any content.

(c) Impersonate any person or entity, or fail to state or otherwise misrepresent an affiliation with any person or entity.

(d) Engage in any activities in order to withhold or cloak identity or contact information.

(e) Send harassing and/or threatening messages to others.

(f) Engage in "flooding" - i.e flooding and mail bombing (sending large amounts of email repeatedly to the same email address).

(g) Use the information available on the Site for any illegal, immoral or anti-social purpose, in violation of any applicable laws or regulations or in a manner which is or may be damaging to Our name or reputation.

(h) Publish or download web pages or content, images, descriptions or text.

(i) Electronically stalk or otherwise electronically harass another.

(j) Engage in any Internet activities that would violate the personal privacy rights of others, including but not limited to, collecting and distributing information about Internet users without their permission.

(k) Engage in any activities with relation to reverse engineering of the website, including data structures, descriptions, images or any other material contained on the site.


12. Delivery.

Natural Health Ltd will not be held responsible for lost parcels caused due to an incorrect delivery address entered by the customer. Delivery address cannot be changed once the order has been shipped. Natural Health Ltd are unable to refund courier delivery charges. Courier delivery does not guarantee next day delivery. In the event of the parcel not being delivered next day, delivery charges will not be refunded. We accept no responsibility if your order is stopped by international customs. We are unable to dispatch dangerous goods such aerosols & flammables to international locations due to transport regulations.


13. Errors.

Errors & omissions excepted.

Natural Health Ltd. Unit 4, Burrows Lea Farm Industrial Estate, Hook Lane, Shere, Guildford. GU5 9QQ Tel:01483 203925 Company Registration Number: 06732053