| Shopping with Us |
If you have placed your order on-line, we will quickly send you an e-mail to confirm that we have received your order. The email confirmation will be produced automatically so that you have confirmation of your order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your order, in all events we will contact you.
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| Prices |
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Our prices are shown below each product.
We try to make sure that the prices on our website are accurate but we will need to validate the price before we process your order. We also aim only to display items which are in stock and which can be despatched to you quickly. If we are unable to supply a particular item which you have ordered or if the correct price for an item is different from the price on your order, we will notify you immediately after receiving your order. If this happens, you may cancel your order and we will refund you any money which you have paid.
You will be notified of the delivery costs automatically in your shopping cart. |
| Payment |
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You can pay by any, Visa or MasterCard credit card or by Switch/Maestro, Solo or Delta debit card. To ensure that shopping on-line is secure, your credit/debit details will be encrypted to minimise the possibility of someone being able to read your details as they are sent to us over the Internet.
You may also pay by cheque or postal order if you wish. You will be presented with this option when you 'Check Out'. Your order will be despatched after your cheque has cleared.
The prices displayed on our web site are in British pounds.
We currently debit money from your account immediately by secure credit card payment system via SECURE HOSTING LTD
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| Credit Card Security
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Secure Credit Card payments are taken by SECURE HOSTING LTD
We use the industry standard 128 bit SSL encryption for all our secure servers. When the customer enters your form hosted on our secure server their browser will automatically inform them that encryption is being used. Furthermore, all data stored on the secure server is encrypted again and protected by a firewall, the specification of which has been recognised by all the major banks. Your Customer card details are kept confidential at all times , and none of your orders will be seen by anyone other than you unless you request us to access your account for support reasons.
The secure servers are situated on a stand alone private network completely isolated from other networks and connections. They have a single resilient connection to the Internet, which is serviced through dual dedicated ICSA compliant Firewalls. The servers are further secured through “server lock” protection, with all credit card details encrypted through £DES encryption.
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| Guarantee |
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Distance Selling Regulations
You have the right to cancel your order for any item purchased and claim a full refund. To cancel your order, you must notify us within seven (7) working days following the day of delivery. The goods must be returned in an unused and re-saleable condition. Products cannot be returned if the security seal is broken.
We Guarantee your satisfaction; all products come with a 30 day “no quibble” guarantee. Any unopened bottles can be returned for a full refund. No part bottles allowed
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| Delivery |
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All orders received before 3pm weekdays are despatched the same day
All retail orders are sent out Royal Mail 1st Class Recorded Delivery
We can deliver goods to destinations within the UK.
We aim to deliver goods to destinations in the UK well within 7 days in most circumstances (USUALLY IN 48 HOURS.)
We will make every effort to deliver within the time stated on our website but we will not be liable for any loss caused to you by late delivery. If the goods are not delivered within the delivery time which we quote, please contact us by telephone or email. We will try and ensure that you receive your order, as quickly as possible, your order cannot be cancelled after goods have been despatched. |
| Returns |
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We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible.
You can return your order in its original unopened condition to:
Ultra natural
The business centre
9-13 Scarborough Street
Hartlepool
TS 24 7DA
within 30 days of the date on which you receive it. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery.
If you return the product in its original condition, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods. If you return an item to us which is faulty, which you did not order or for any other reason which is our fault, we will also pay you the cost of the return postage. If this happens, please contact us firstenquiries@ultranatural.co.uk and we will let you know how you should send the item to us. |
| Ordering... |
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..is easy and you can do it in four different ways. Online via our secure server is the best method, but we do accept orders by fax, over the phone and by post. We accept Visa, Mastercard, Delta, Switch and Solo.
Cheques should be denominated in Pounds Sterling, drawn on a UK bank and made payable to 'UltraNatural'. |
| Your Safety |
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Your credit card details are handled by SecureHosting.com.. We do not handle your credit card details. After you click on the "Pay By Credit Card" button, you are transferred to our payment gateway at securehosting where your payment is processed 100% by them. The secure pages are indicated by:
the address in the Address/Location bar changing from "http://" to "https://"; and a padlock symbol (or key) in the bottom right-hand status bar of your web browser.
We will receive instant card clearance/card declined notification, and will despatch your order accordingly. We will only deliver goods to the same address as the credit card holder, this is to protect you as well as ourselves.
In the unlikely event of unauthorised use of your credit or debit card for a purchase at ultranatural.co.uk, most banks and card issuers either cover all the charges or may limit your liability to just £50.00. If your bank or card issuer holds you liable, ultranatural.co.uk will cover your liability up to £50.00 provided that the unauthorised use of your credit or debit card resulted through no fault of your own. |
| Despatch |
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We endeavour to despatch orders within one working day of receiving the order, subject to stock availability. However, during seasonal peak demand there may be a slight delay in the despatch of your order. If for any reason there's a delay with the expected delivery time, we'll contact you and explain the situation. |
| Delivery to UK Addresses |
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We normally despatch all orders placed before 3:00pm (Monday-Friday) the same day. Orders placed after this time, or on a non-working day, will be despatched the next working day.
All orders delivered to UK addresses are despatched via Royal Mail First Class Recorded Delivery. Therefore, you should normally receive your items the next working day after you have placed your order and will require your signature.
Please allow a little longer delivery time for the Scottish Highlands & Islands and Northern Ireland. |
| Complaints |
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We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.
If you feel you have a complaint you wish to make please e-mail us at enquiries@ultranatural.co.uk.
We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue. |
| Refunds |
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Refunds are both easy as part of our total customer service. We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible.
If for any reason you aren't happy with your purchase, we'll give you a full refund or exchange. Simply return the item to us in its original unopened bottle with your receipt within 30 days of purchase. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery.
Please include a short note to say why you are returning the product, and include your name, address and, if possible, your invoice number.
Our returns address is:
Ultra natural
The business centre
9-13 Scarborough Street
Hartlepool
TS 24 7DA
If you return the product in its original condition, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods.
If you return an item to us which is faulty, which you did not order or for any other reason which is our fault, we will also pay you the cost of the return postage. If this happens, please contact us first and we will let you know how you should send the item to us. |
| Privacy Policy |
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What information do we collect?
When you place an order we collect your name, e-mail address, mailing address, phone number and credit card information. We may record which products you are interested in and which products you purchase. We also monitor customer traffic patterns and site use which enables us to improve the service we provide.
What do we do with the information?
We will use the information to process orders and to provide a more personal shopping experience.
We may use this information to tell you about changes to our website and to let you know about our products and those of other companies we work with. If you do not wish to receive this information, please send us an email to enquiries@ultranatural.co.uk at any time.
We do not sell, trade or rent your personal information to other companies. However, in the future we may wish to share the information we collect about you with trustworthy third parties whose products and services we think may be of interest to you. If you do not want us to do this please send us an email to enquiries@ultranatural.co.uk at any time.
What about "cookies"?
"Cookies" are small pieces of information that are stored on your computer's hard drive by your browser. These allow us to store your account information and provide features to make your shopping on our website easier. Most browsers allow the cookie function to be turned off. If you want to know how to do this look at the help menu on your browser.
Please note - Cookies must be enabled to use the shopping cart functionality on this site.
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| Non-Receipt of Order |
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If you do not receive your order within 15 days of despatch, please contact us. |
