Customer Service

The Apothecary Shop, 31 The Homend, Ledbury, Herefordshire HR1 1BP and theapothecaryshop.co.uk e-commerce website are trading bodies of Ian and Caroline Handley T/A Handley Organics, Hardwick Hill, Upper Hardwick Lane, Bromyard, Herefordshire, HR7 4SX. VAT registration No 871 7788 69

1. SHOPPING AT THE APOTHECARY SHOP.CO.UK

You can place your order online via this website or by telephone on 01531 633 448. Please note our phone lines are open 10am till 5.00pm, Monday to Saturday but you can order online 24/7 through this website. Orders placed after 2pm on week days will be processed next day and orders placed after 11am on Saturday will be processed the following Monday (our post office shuts early on the weekend!) Please note that orders for larger items will be sent by courier and as such must be ordered before 11am to arrive next working day. You can place your order online via this website or by telephone on 01531 633 448. Please note our phone lines are open 9.30am till 5.00pm, Monday to Saturday but you can order online 24/7 through this website. Orders placed after 2pm on week days will be processed next day and orders placed after 11am on Saturday will be processed the following Monday (our post office shuts early at the weekend!).

Placing an order via one of these methods described above means that you are agreeing to buy the product(s) at the price stated subject to these terms. Orders can be cancelled up to the point of dispatch; any such cancellation must be made by email.

Orders can be made online for collection from the shop; there will be no additional processing charge or delivery charge for this service. Goods for collection will be available on the next working day after the order was placed. Collections can only be made during the normal opening hours of the shop i.e. Monday to Saturday 9.30am till 5 pm.

The Apothecary Shop operates a loyalty card service offering 5% discount for every £100 spent, applicable on the next purchase after £100 has accrued on the card. This service is available only to online purchases for collection at the shop.

After placing an order online, we’ll send you an automatic email confirming the order. This initial email does not necessarily mean that we will be able to fulfil your order. If we cannot process your order for whatever reason we will contact you either by email or phone to discuss order times, alternative products or the option of a refund we will not supply substitute goods without first contacting you for you approval.

The Apothecary Shop reserves the right to cancel any sale and stop supply of products or discontinue the availability of any products listed on this website at our discretion. If your order is cancelled, a full refund of any monies paid will be made.

The price for each product includes VAT at the current rate prevailing at the time of ordering but excludes delivery charges. While we always try to make sure our prices are accurate, mistakes do occur. If we find an error in pricing of any product, we reserve the right to change the price on your order to the correct amount. We will contact you as soon as possible with this information and you will have the opportunity to re-confirm the order or cancel it. If we are unable to contact you, your order will be automatically cancelled.

Delivery costs are currently free of charge for all orders over £25, though we do reserve the right to make charges for very heavy or bulky items, but this would be notified during the ordering process.

2. PAYMENT

Your order must be paid for in full before delivery can be made. Payment can be made by any major credit or debit card excluding American Express. Payment will be debited and cleared from your account before the despatch of your Goods or provision of service to you.

If paying by credit or debit card, we reserve the right to ask for additional security identification to comply with the security checks carried out by PayPal. At our discretion, first time orders will only be sent to the registered credit or debit card holders address for security purposes. All your details are encrypted by PayPal. Please note we do not store or keep your credit card details at theapothecaryshop.co.uk for your safety. If you are placing an order from outside the UK, you must pay by credit card.

If you have received a promotional Discount Coupon from theapothecaryshop.co.uk, only one voucher or coupon may be redeemed per transaction.

Delivery costs are calculated during the ordering process and explained more fully in the delivery section below.

3. AVAILABILITY

We try to keep our stock levels as accurate as possible but cannot guarantee a product will always be in stock when you place an order – even if it says so on our website. If for some reason we cannot supply a product we will refund your account in full.

All products and offers are available while stocks last. If we are unable to ship a product to you straight away, we will let you know by email. You can either cancel your order or place it on backorder pending stock arrival.

4. DELIVERY

theapothecaryshop.co.uk ships to destinations in the UK only.

Delivery costs are currently free of charge for all orders over £30.00 total invoice amount, orders under £30.00 will be charged £2.90 per delivery, though we do reserve the right to make charges for very heavy or bulky items but this would be notified during the ordering process. All deliveries are sent Royal Mail second class. Please email or telephone the shop if you would prefer a different method of delivery and we will do our best to help.

If an item is lost in transit, please allow 15 days before it can be officially classed as lost. This meets the terms and conditions set out by Royal Mail. If you think an item may be lost, please contact us via email or telephone and we will do our best to assist you. After 15 days we can report the item lost and either refund your account in full or make arrangements for another delivery. We will make every effort to deliver within the time stated on theapothecaryshop.co.uk but we will not be held liable for any loss caused to you by late delivery.

Please provide an address where someone can accept the delivery. If the delivery is returned to us and we have to resend it, you will be charged again.

5. RETURNS - 30 DAY MONEY BACK GUARANTEE

We hope you are happy with our products but we realise there may be occasions where you would like to return an item. If you would like to return an item, please follow these guidelines to make sure your return is dealt with as quickly as possible.

a. Change of Mind/Unwanted Item(s)
We are all allowed to change our mind when buying products. Don’t panic! If you would like to return a product for whatever reason, please return it to us within 30 days in unopened and unused condition and we will refund you the full price for the product excluding P&P. The item along with packaging must be in perfect condition.

Sale items may only be exchanged during the sale period with proof of purchase.

When returning goods, it is your responsibility to ensure the item is posted back and received in good condition. For valuable items we recommend you take out postage insurance to cover any loss or damage in transit. We cannot be held liable for any returned goods damaged during transit. All items are to be returned at your own expense.

This does not affect your statutory rights.

b. Faulty Goods
While every attempt is made to ensure your order arrives in perfect condition, sometimes your order may arrive damaged, faulty or incorrect. If this happens, we will replace it free of charge or provide a full refund as requested. Please return the item(s) to us at The Apothecary Shop, 31 The Homend, Ledbury, Herefordshire, HR8 1BP within 30 days of delivery. Once the returned goods have been inspected and we are satisfied that ithas been returned to us in the condition it was delivered to you, we will refund your account via your payment method.

All returned items not returned in accordance with the Distance Selling Regulations (2000) are tested by theapothecaryshop. Any item found not to be faulty will be subject to a £10 plus return shipping costs back to the customer. You will be notified by e-mail before any non-faulty goods are returned to you. This does not affect your statutory rights.

Please include all internal packaging, manuals, guarantees and protective bags, however small otherwise we may not be able to process your return.

Any products that have been modified or physically altered shall be deemed Warranty Void.

Please obtain and include a receipt for postage and include this with your item(s) if you would like a refund of your return postage costs. We cannot refund postage unless you provide us with a postal receipt for the costs incurred.

If you have requested a refund, please allow up to 30 days for any monies to reach your account / show up on your card statement.

c. Distance Selling Regulations (2000) &The EU Consumer Rights Directive 2013
Under the EU Consumer Rights Directive 2013 you have the right to cancel your order at any time up to the end of 14 working days after delivery of the goods. To exercise your right of cancellation, you must give written notice to theapothecaryshop by letter sent to The Apothecary Shop, 31 The Homend, Ledbury, Herefordshire, HR8 1BP or email to sales@theapothecaryshop.co.uk giving details of the goods ordered and date received. Alternatively complete the Withdrawal Form below and return it to us by post or email, as described above.

Please note you will be responsible for returning the goods to theapothecaryshop will have to bear the direct cost of returning the goods, unless the goods are faulty.

See right of withdrawal section below.

Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us The Apothecary Shop, 31 The Homend, Ledbury, Herefordshire, HR8 1BP, tel: 01531633448, email sales@theapothecaryshop.co.uk) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the withdrawal form below, but it is not obligatory. You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website www.theapothecaryshop.co.uk]. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, excluding delivery costs unless the product(s) are, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods, unless they are faulty. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Withdrawal Form
(complete and return this form only if you wish to withdraw from the contract)

To The Apothecary Shop, 31 The Homend, Ledbury, Herefordshire, HR8 1BP, tel:01531633448, email sales@theapothecaryshop.co.uk:

- I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods [*]/for the provision of the following service [*]:

- Ordered on [*]/received on [*]:

- Name of consumer(s:

- Address of consumer(s):

- Signature of consumer(s) (only if this form is notified on paper):

- Date:

[*] Delete as appropriate.

The Distance Selling Regulations 2000 states that you must take reasonable care of the goods until they have been returned. Items must be securely packaged and sent with adequate insurance to cover any damages in transit. We recommend using a delivery service that requires a signature as proof of delivery. Items returned in damaged or imperfect condition will be returned to the customer.

theapothecaryshop will refund your account within 30 days for the full amount including delivery costs to you(faulty goods only). Where you are returning a faulty item that was part of a larger order, we will refund any specific delivery charges for that item up to our standard delivery rate.

If after exercising your right under the Distance Selling Regulations 2000 you do not return the goods in a timely manner, theapothecaryshop may charge you for the direct costs of recovering the goods.

When returning goods under the Distance Selling Regulations 2000 please send to: The Apothecary Shop, 31 The Homend, Ledbury, Herefordshire, HR8 1BP. Please include a copy of your original order with the returned item(s).

d. Unwanted Products Bespoke or Special Order Items
Bespoke, orders for items out of stock, personalised or perishable items are excluded from our returns policy and are not subject to the right to cancel under the Distance Selling Regulations. Products in these categories will be clearly marked on our website. If you are in any doubt, please call us before placing your order or returning an item.

Some other products may also be exempt from our 30-day Money Back Policy above. Products will be clearly marked if this is the case. The returns period for these items will be limited to seven working days following delivery as per the right to cancel under the Distant Selling Regulations. You will be responsible for the cost of return in such circumstances.

This is in addition to your statutory rights.

6. HOW DO I RETURN AN ITEM?

You can return items to us by posting them back to the address below. Include a print out of your original order confirmation and clearly indicate whether you would like an exchange, credit note or refund. Pack the items back in the parcel, include the invoice and send it back to:

Returns, The Apothecary Shop, 31 The Homend, Ledbury, Herefordshire, HR8 1BP.

7. TECHNICAL SUPPORT AND WARRANTY

We are happy to provide technical support on all products purchased from theapothecaryshop website. Some manufacturers offer direct technical support and returns processing and we may recommend this solution in order to provide the best possible and fastest service to you the customer. Any support offered by manufacturers does not affect your statutory rights.

8. PRIVACY AND SECURITY POLICY

We realise that shopping on the internet can be worrying and you may be concerned about using your credit cards online. That’s why all our payments are handled through PayPal for your protection. You may have seen the padlock icon that appears on some websites to reassure the internet buyer of online security in place – once you have checked out from our site you will enter the PayPal system which is quite separate from our own servers and displays the padlock icon. You will not be asked for your credit card details whilst browsing theapothecaryshop.co.uk and will only enter your details when entering the PayPal secure payment system. This means The Apothecary Shop will never see your credit card details as these are dealt with via the PayPal website and not through our servers. We do not hold your credit card details after a purchase. Please visit http://www.paypal.com for further information. Please visit our Privacy Policy for more details. If you have any queries about your Privacy while shopping online at theapothecaryshop, please contact us or telephone us on 01531 633 448.

9. ERRORS AND OMISSIONS

a) theapothecaryshop makes every effort to ensure that all prices and descriptions quoted on its website are correct and accurate. However, the speed of e-commerce makes it inevitable that mistakes will occasionally occur. In the case of a manifest error or omission, theapothecaryshop will be entitled to rescind the contract, notwithstanding that it has already accepted the Customer’s order and/or received payment from the Customer. theapothecaryshop’ liability in that event will be limited to the return of any money the Customer has paid in respect of the order. In the case of a manifest error in relation to price, the Customer will be entitled to purchase the goods by paying the difference between the quoted price and the correct price, as confirmed in writing by theapothecaryshop after the manifest error has been discovered.

b) A ‘manifest error’, as the term is used in sub-paragraph a) above, means, in relation to an incorrect price, a price quoted in error by theapothecaryshop which is more than 10% less than the price that would have been quoted had the mistake not been made.

10. GENERAL

Nothing in these terms and conditions affects your statutory rights as a consumer. If any provision in this agreement is held to be invalid or unenforceable, it shall be deemed severed from the Agreement and this shall not affect the validity or enforceability of the remaining provisions. Any waiver of a breach of this Agreement must be in writing. Any variation of this Agreement must be in writing and signed by a duly authorised Apothecary Shop official. The headings are for convenience only and shall not affect the interpretation of this Agreement. Any notices given under this Agreement shall be in writing and sent:

1. by first class post to the last known address of the party; or

2. by e-mail to the last notified e-mail address of the party.

The notice shall be deemed served:

1. two working days after posting; or

2. after system confirmation of e-mail delivery

These terms and conditions shall be governed by and construed in accordance with the laws of England and the parties submit to the exclusive jurisdiction of the English courts.

The Apothecary Shop may at its discretion record telephone transactions for staff training and quality control purposes.

The Apothecary Shop reserves the right to change or amend these terms and conditions at any time and without prior notice.