Our Pledge to You.
At Herbal Magic, we aim to provide the highest standards of Customer Service.
Below we specify the Terms and Conditions relating to shopping with us at Herbal Magic.
If for any reason you do not agree with these conditions but still wish to purchase goods from this site, you first must receive an original, signed document from Herbal Magic, stating any agreed variation. In the absence of such variation, the terms & conditions below prevail and your agreement to them is confirmed by the act of placing an order.
Orders are picked and packed Monday – Friday,9am -5pm.
The price you see on the website is the price you pay. Your email confirmation will show the breakdown of tax (if applicable) – this is not an additional but rather an included cost.
All payments are required in £ (Pounds) Sterling. Accepted methods of payment are detailed at the checkout. These include MasterCard, Visa and Paypal. Prices displayed will be the prices charged while stocks last. We reserve the right to change prices without notice and in accordance with manufacturer/tax increases.
Dispatch is targeted as the same day provided we receive your order before 3pm. Occasionally, during busy periods this can be difficult to achieve (particularly on Mondays and following public holidays.) Please ensure to contact us for time sensitive orders.
We cannot be held liable for any errors in postcode or house number once an order has been dispatched. Additionally please take the time to check the email confirmation as occasionally typos occur or information gets missed. The email confirmation is your chance to ensure we have your correct details as we cannot be held liable for losses resulting from an incorrect delivery address.
Herbal Magic dispatch orders 5 days per week but on Bank Holidays. Please be aware that many of our products will not easily fit through letter boxes and it is the responsibility of the customer to give a satisfactory delivery address where delivery can be accepted. Please also note that high value orders will require a signature on delivery. We retain proof of postage at all times. We reserve the right to amend the shipping method chosen to give your order the added security of tracking and/or a signature. If you specifically request we send an order without tracking, you agree to waive your right to a replacement or refund if the parcel is lost.
If your order arrives and it is clearly damaged, if it is possible to sign for the delivery as damaged, please do so as this speeds up the claim process. Please also take photos of both the exterior and then the subsequent damaged items as without these, we cannot offer a refund or replacement. All damages must be reported within 48 hours of receipt.
Delays and Losses
Herbal Magic want you to receive your order quickly but unfortunately we are unable to guarantee the delivery time of Postal/Carrier services as this is out of our control. If there are any delays or problems with the delivery of your goods, Herbal Magic will do everything within our power to help you trace your parcel including following up tracking numbers (where applicable) and contacting Royal Mail for further clarification. Beyond what is within our power, Herbal Magic are unable to accept any responsibility for delays or loss caused by the Royal Mail until the Royal Mail’s “claims waiting time” has expired. For domestic UK post, this is currently 15 working days beyond expected delivery date. In realistic terms, this will be 4 weeks after shipping before we are able to make any claim against the Royal Mail on your behalf. We accept this is less than ideal and we pledge to do our utmost to ensure you receive your orders quickly and hassle-free. For domestic orders, if your items have not been received within 7 days, we encourage you to contact your local postal/sorting office to check that your postman has not forgotten to leave a “while you were out card.” In more than 90% of cases, this is usually the resolution.
If your order has still not arrived after 4 weeks, notify Herbal Magic and we will make a claim on your behalf and replace or refund your order as appropriate. If you fail to notify us of a loss after 60 days, regrettably we will be unable to assist as the claim period with the relevant postal service will have expired.
If your order has arrived but there is an item missing and no note from us stating that another parcel is to follow, please contact us within 24 hours and retain the original packaging in case there has been an instance of theft by the courier or delivery service. Failure to notify us by email or phone within 24 hours may invalidate any replacement or refund.
**Special note – should you specify a “safe place” where you would like your order left and tracking dictates that the order was delivered, Herbal Magic cannot be held responsible for any losses or damage**
Communicating with us.
If you need to communicate with Herbal Magic regarding your order, please always quote the order number given on your “Order Confirmation” or “Dispatch Confirmation” emails*. This will help speed up the response to your email. We try to respond to all emails by the following working day and sometimes you will get a reply within the hour. *If you have a spam/junkmail security system, please list Herbal Magic as a contact or you may not receive dispatch notifications.
Prices and Availability.
Price and availability is subject to change without notice. A contract will not exist between the customer and Herbal Magic until an order is paid and the goods have been dispatched. Whether a purchase is completed or not, any dispute or claim arising from a transaction with Herbal Magic will be limited to the total purchase price of the goods involved.
Herbal Magic operate a full no-quibble returns policy. However, because of the nature of the products we sell, returns can only be accepted if the security seals are intact. We encourage all our customers to ensure the products they order are suitable for their needs and, as we are human, that no errors have occurred when the product has been picked in our warehouse. Before returning any item, please contact us by email to confirm. The goods must be returned to the address given upon acceptance of the return by Herbal Magic. When returned items are received in their original, unopened condition, a refund/replacement will be issued. In cases where a replacement product is sent and if the original error was the fault of Herbal Magic, we will provide a return envelope for you to return the incorrect/unsuitable item. For all other returns for unwanted/unsuitable products, we strongly recommend that items are well packed and sent by recorded delivery. Refunds will not be made until goods are received by Herbal Magic in their original, unopened condition. Herbal Magic accepts no responsibility for returns lost before confirmed receipt by our office. Returns can only be accepted within 30 days of the date of the original order and an extension on this timescale will not be granted unless the circumstances are highly unusual. Goods which are ordered specifically at the request of the customer cannot be returned and such orders from customers are accepted on that condition. It is your responsibility to ensure these specific product requests are suitable for your needs. Herbal Magic cannot be held liable or responsible for allergic reactions or products which “do not agree” with a customer. These conditions do not affect your statutory rights.
Products sold by Herbal Magic are not intended to diagnose, treat, cure or prevent any disease. Herbal Magic do not manufacture the goods sold and rely totally on the accuracy of the information given by the supplier/manufacturer. Herbal Magic cannot give medical opinions. No comment or entry in this site or in any communication from Herbal Magic may be taken as such. Customers must rely on their own expertise/research and that of their personal advisers or healthcare practitioners as to the use and suitability of products purchased. Customer should always carefully check all the details printed on the tub before opening the product. Providing a product for sale does not imply Herbal Magic’s recommendation of that product, its suitability or its efficacy.
In the event a product or service is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, we shall have the right to refuse to meet or to cancel any orders placed for that product or service whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we shall immediately issue a credit to your credit card account in the amount of the charge.
Matters Beyond our Reasonable Control
Herbal Magic shall not be held liable for any breach of this agreement caused by circumstances out of its control including, but not limited to, Acts of God, fire, lightning, or extremely severe weather, explosion, war, disorder, flood, industrial disputes (whether or not involving our employees), acts or omissions of Internet services providers or acts of local or central Government or other competent authorities.
In the event of conflict or inconsistency between the terms of the English language version of this Agreement and any translation provided by us, the English language version shall prevail.
Customers Outside the UK
Items shipped outside of the United Kingdom are on the understanding that the customer has investigated the import regulations of their country and are requesting products, sizes, quantities and values which fall within the regulations of the country to which they request their order to be sent.
If any package is rejected by the import authorities of the delivery country, the customer will be responsible for any loss or costs incurred. If any tax or import duties arise, these too are the responsibility of the customer.
Deliveries sent overseas that are delayed or lost cannot be replaced or refunded until the Royal Mail official delivery timeframe has lapsed which is typically 21 working days from dispatch. We usually find that although delayed, orders will arrive at their intended destination and we encourage all our customers to contact their local delivery office prior to contacting us.
Herbal Magic are passionate about you and we take our customer care very seriously but being human, we can on very rare occasions make an error at the time of picking your order. If we do make a mistake, please tell us and we will do all within our control to remedy the situation as quickly as possible. If you have any problems or concerns about the service you have received, please contact us immediately by email at firstname.lastname@example.org giving your order number and details of your concern together with an email address or telephone number on which you can be contacted during working hours GMT.