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Natural Health Marketing Website Terms
In these terms and conditions when we use the term “Natural Health Marketing”, “us” or “we” this is
referring to the company Natural Health Marketing. When we use the term “the Customer” or “you” or
“yourselves” this refers to a customer ordering on our website.
Natural Health Marketing is an on line health supplement store. The products are sent to you from 2
separate central locations, the address provided on this website is an administration address. We are
entirely responsible for your order from the time you place it to the point you receive it.
1. The Sales Contract
a. Description of the contract.
When you place an order with Natural Health Marketing this constitutes a contract of sale between
Natural Health Marketing and yourselves as a customer.
b. When the contract starts
When you place an order you will be able to click on an “Add to Cart” button. Each time you click on this
you will be taken to a Pay pal shopping cart and you will be able to see a list of the products and the
quantity you have ordered. You will be able to continue shopping and add more products to your shopping
basket or you can check out. When you have completed your order you must check it carefully as you are
entirely responsible for the accuracy of the order at this point.
When you are satisfied you have completed your order and that it is accurate you will see a choice of two
payment buttons at the bottom of your Pay Pal shopping cart. One payment button allows you to pay
directly with your card, the other one allows you to pay via your Pay Pal account, if you have one. Choose
the appropriate button to make your payment via Pay Pal.
By clicking one of the appropriate payment button you are indicating your commitment to pay for your
order and are entering into a sales contract with us.
Please note that you as the customer are entirely responsible for the order, its accuracy, and the accuracy
of all details you provide.
If the details you provide on your order are inaccurate and this results in deterioration, damage, delays or
loss of your order or any part of it, we will not refund you and if you wish the order replaced you will be
liable for the full cost of the replacement products and any further delivery costs.
2. Our payment partner
Natural Health Marketing uses Pay Pal to process on line payments, your orders are processed by
Pay Pal, the world’s most popular on line payment processor, You can pay for your order directly with your
card or open a Pay Pal account and pay via this. There are additional benefits to having a Pay Pal
account which you can read about on the Pay Pal website.
One of the reasons Pay Pal is so secure is that we never see any of your bank details. Having said this
we are still completely responsible for your order and any refunds yu are entitled to or request.
3. Ownership of the goods shipped to you.
We own and are therefore entirely responsible for the order including any deterioration, loss off damage
up until the point that you receive the order, then, providing the order is in good condition, the entire
responsibility for the goods is transferred to the customer who placed the order.
Ownership will only be transferred back to us if you notify us of your intention to return the goods during
the 14 calender days you are allowed by law and the goods are subsequently received by us. The only
exception to this are certain Probiotic products, listed in more detail below If you order is delivered by
courier, we offer a collection service, in which case ownership transfers back to us at the point our courier
company collects the order back. Please also see section below entitled: “Cancellation rights” for full
details on our returns and refund procedure.
4. Email notifications
If your order is received out of working hours or on a non working day such as weekends or public holidays
we will send you a brief email acknowledging your order. This will be followed by a more detailed email
during office hours, this also naturally applies to orders received during office hours.
When our office opens, or if the order is received during office hours, Natural Health Marketing will use the
email address you provide on your order to send you a confirmation on email. This email will repeat your
name, the address we have for you and the exact order we received from you. We will confirm the order is in
stock, when we will be sending it and when you can expect to receive it. In the case of items sent by Royal
Mail this will be an estimate. You must check this email carefully and notify us immediately if there are any mistakes or
Some high end probiotic products are only sent by courier, all other products are sent by Royal Mail.
for the UK and all countries we deliver to by clicking on the link above.
5. Out of Stocks
Items may be out of stock from time to time, if this is the case we will tell you by email and let you know the
estimated time of arrival of new stock. We will keep you informed and tell you as soon as we know that the
new stock is arriving. We offer a no quibble refund at any time during this process if you prefer to order elsewhere.
6. Lost orders
under new EU regulations we are obliged by law to deliver all orders to you within 30 days, after which you
are entitled to a replacement at our expense or a refund.
If you do not receive your courier shipment on time please notify us right away as these can be traced. If it
is lost we can usually find out quickly and we will replace your order at our expense, unless you decide to
cancel the order, in which case we will refund you within 14 days.
We are unable to trace Royal Mail orders, we will replace your order or refund you if your order is not
received within 30 days.
7. How we deal with your orders
To be sent the same days orders must be placed by 1pm. Royal Mail and Courier orders are handled
a. Royal Mail orders:
Sent out Monday to Friday,, office hours excluding weekends and public holidays.
b Courier orders
When you order an item it will tell you on the website if we send this this item by courier. Certain expensive items are only sent by courier service for the purpose of speed and security. The Courier deadlines are as follows:
Monday to Thursday only, we do not deliver on the weekends. If the Monday to Thursday falls on a public
holiday, these days are excluded, we only send out courier orders when it can be delivered the next day.
Courier orders for the rest of Europe:
This varies according to the country we are shipping to, click here for details.
c. Special handling of courier orders
Probiotics can be damaged if they become to hot or too cold, we therefore ship high end probiotics in
special cooler bags to prevent this. These bags can protect the probiotics from extremes of temperature
for several weeks.
8. Cancellation rights
a. Cooling off period
Under European distance selling regulations you have the right to change your mind about ordering from
us and cancel your order within 14 calender days of receipt. You do not have to give a reason but it is
helpful if you do as we can then strive to improve our service.
If you choose to cancel your order it is best to use our on line order cancellation form to notify us but you
do not have to use this, you can notify us by phone, email or letter, the importable thing is you notify us
within 14 calender days. We count the 14 days from midnight of the day you receive the order to midnight
at the end of 14 days after this. For example if you receive your order on 1st May, your cancellation period
will end on midnight of 15th May. After this period returns are accepted entirely at our discretion and only
under exceptional circumstances. ANY ORDERS RETURNED AFTER THIS PERIOD ARE ENTIRELY AT
THE CUSTOMER’S RISK AND MAY NOT BE REFUNDED.
a) If the goods you received were not fit for purpose
There can be a number of reasons you feel the goods you receive are not fit for purpose but usually it is if
they are damaged, the package seal is broken or there is evidence they have been tampered with in
transit. While any of this is extremely rare we are duty bound to tell you our procedure to deal with this:
Simply take a digital photograph of the goods and send this to us, then use our on line alert form to notify us of the
The photograph should show the defect and the product label, we will request this by return email.
We will then either send you a replacement at our expense, or refund you in full, including the postage/courier costs, in
accordance with your instructions.
We will tell you if we want the goods returned to us (at our expense) or we will have them collected. Usually
if they are damaged we cannot sell them any more so we will ask you to dispose of them.
b) You want to returns your order because you have changed your mind even though the
goods were in good condition and fit for purpose.
It is far easier if you tell us before we send the goods to you, that is by 4pm on the shipping day. Then we will
simply refund you. If the goods are sent we will recall it and refund you.
You also have the right to change your mind within 14 calender days of receiving it. We will refund you the
cost of the order and the outbound carriage/postage cost that we charged you on the original order within
14 days of proof of return or within 14 days of receiving the order, provided it is good order. but we also
have the following returns policy. While we will refund you the cost of your order and the outbound carriage charge we
do not pay for your costs to return the goods where you change your mind.
You should return the goods by courier and keep the order packed with the cooler bags. If you return the order by post
and/or without the cooler bags and/or the return is delayed this may affect your refund
You are responsible for the goods until they arrive back with us.
The products will be inspected when received by us and any damage, deterioration or signs of tampering may result in a reduction in your refund or a denial of refund if the
goods are no longer safe to resell.
If you receive an order by post and you change your mind please repackage it carefully and send back to
us . This will be at your own expense and you will be responsible for the state of the goods until we receive
Important note, under the current regulations the following types of goods are exempt from the
regulations and we are not required to accept the return of: “Goods received sealed for health
protection or hygiene reasons once unsealed”.
If you change your mind about your order after receiving it, and the goods were fit for use, DO NOT
BREAK THE SEAL on the packaging as we are then not obliged refund your payment
or replace these goods.
9. If your order is lost in transit
We are obliged under European law to deliver your order to you within a maximum of 30 days of your
placing the order. In the case of orders sent by Royal Mail we will replace any order that has not been received in this
time. This applies to any order sent to any EU member country.
In the case of courier shipments, these are traceable and we can usually establish very quickly if the order
is simply delayed or lost and advise you accordingly. We will replace any orders that are lost once it has been clearly
established that this is the case, or within 30 days, whichever is the sooner or we will refund the cost of the order and the
outbound courier costs if you so wish.
10. Out of stocks
If you place an order and the item is out of stock we will inform you by email and let you know when it is
estimated we can send it to you. If you are not happy with this and wish to order elsewhere we will give
you a no quibble refund via Pay Pal.
11. Costs of our products
We show the cost of our goods on our website. Products that are shipped by courier are clearly
indicated. To view shipping charges by area click here.
a) Orders sent by post
The prices are displayed on the website, postage costs are added at Pay Pal checkout and vary
depending on the size of the order but any order over £80.00 is sent postage free.
b) Orders sent by courier service
The courier price is included in the cost on the website with a small service charge for orders under
£80.00. The charge is waived for orders over £80.00. Courier costs vary according to your region or country.
For a list of charges, click here.
Use drop down menu on the website for multiple orders, not the multi order function on the Pay Pal shopping
cart, otherwise you will be overcharged.
12. Costs to telephone us
Our telephone number is displayed throughout our website, calls are charged at the standard telephone
rates or mobile phone rates according to the distance or country you are phoning from. We do not charge
any additional costs.
13. How to contact us
The link to the “Contact Us” form is at the bottom of every page of our website. Here you will find an email
contact form and our street address if you wish to write to us.
The email contact form is there to filter out unwanted sales emails, people harvesting email addresses for
the purpose of spamming and criminals who steal email addresses for illegal purposes. Use this form to
email us and we will reply to legitimate customers with a real email address that you can use from then on
to contact us.
The telephone is manned from 9am to 5pm Monday to Friday and you can leave a voice mail if we
happen to be busy on other calls (we will return your call very quickly) and the email is monitored from
9am to 5pm and periodically until 9pm, as well as periodically on public holidays. We do our best to reply
to emails out of hours and over holiday periods.
19. How to order
You can order using your credit card of debit card via our website.
Use the “order notes” section on your Pay Pal on line order form to notify us of any special instructions,
Special instructions only apply to courier orders. Use this for instructions
such as an alternative delivery address, alternative deliver time etc. Do not leave instructions such as
“leave behind the roses in the back garden ” as all courier deliveries must be signed for.
We do not offer a telephone ordering service at this time.
You can also send details of your order plus a cheque, or postal order
to the address on our website, use the on line postal order form and to avoid delays in your order you must include the
correct postage charge in your payment. We cannot send your order out without full payment.