Terms and conditions
THE LEGAL BITS
OUR TERMS OF BUSINESS
We offer top-quality spices, salts and health food goods – Including Himalayan Salt and other wonderful things to make your next meal a real touch of exotic flavour.
You buy them.
We clear your payment.
We post them to you at no extra cost in the UK
The goods are yours.
If you are not 100% happy you can return any item for a full refund – Provided that the goods have not been used or damaged in any way. Please see our Returns.
Customers outside the UK mainland please enquire as to the extra delivery costs involved PRIOR TO ordering if a carriage charge is not provided to your location.
All goods must be paid for before we send them out.
We do not send out any orders to P.O Box numbers in the UK or overseas. Please provide a real street address to have your goods delivered to when placing your order.
Cancellation of order and refund policy:
If an order is cancelled within 48 hours of it being received on our system, you will receive a full refund.
If an order is cancelled after 48 hours of it being received on our system, then we cannot offer any refund.
Once an order has been dispatched, then it cannot be cancelled.
In all cases, we reserve the right not to send out orders to certain locations without prior warning or consultation with the customer any payment made will be immediately refunded to the buyer in these cases.
Discounts:
- From time to time we may offer product discounts.
- These can be withdrawn at any time without prior notice to customers.
- Please note that all discounts must be applied at the time of checking out.
- We cannot apply any discounts to orders that have already been paid for.
- We, therefore, ask that all customers ensure that any discounts have been applied BEFORE they click the Pay button.
- If unsure, please contact us prior to completing your order.
- Again, we stress that we cannot apply any discounts to orders after payment has been made.
NOTE: Only one (1) discount code may be used in any one order, multiple codes are not allowed.
Important Information:
UK distance selling regulations:
Please note that this regulation applies only to UK-based customers, and not those who live outside the UK.
All UK buyers are fully covered by these regulations with The Smart Organic Products.
Should you change your mind within 7 days of receiving your order, you may return it to us for a full refund, whatever the reason.
The 7-day cooling-off period starts the day that you RECEIVE your order, so, even if your order is delayed in the post for 10 days, you will still be able to change your mind in the next 7 days.
As a professional company, Smart Organic Foods will honour your request without quibble or hesitation.
Simply fill out the Returns Form on the website.
Legal Conditions for a refund:
- The product must still be in the as new condition that it was received.
- Any usage will be deducted from your refund- ie, if you bought 500g and used up 250g, you will receive a refund for the 250g.
- That all goods are returned to us within 7 working days after the notice of cancellation is given to us (your email to us saying that you wish to return the goods to us).
Website orders only
Delivery is included to all UK mainland addresses for orders above our current minimum post-free value. £21.00 at present.
For orders below this value, our current small order charge will be applied at checkout.
For all other selling platforms (other than directly from our website) the postage rate will be displayed in the product details as given on that selling platform.
Offshore UK locations may be charged an additional postage fee, depending upon the total weight of the order.
You will be notified after purchase if an additional postage fee is required- and you will be given the opportunity to cancel if you wish.
Royal Mail (guaranteed next working day) Special delivery.
Should you require your order via Royal Mail’s next-day Special Delivery service, you will be charged the appropriate rate for every 500g.
Please contact us for a postal quote should you require this service.
Is your address correct?
We always copy & Paste your address details from the sales screen onto your address label, so can customers please ensure that their contact details are up-to-date and correct, including the full postcode?
What to do if the order does not arrive.
Should an order not arrive after a realistic time has elapsed (please allow at least 5 working days from despatch for this),
It may then be worth contacting your local sorting office/mail delivery centre, to see if the package is being held there for you.
You do NOT require any tracking numbers to do this at all. Simply provide your name and delivery address.
We will ask you to carry out the above in any case when you do contact us, so doing this beforehand will save us time in processing your enquiry.
We ask that you please wait at least 15 days (for UK orders) after the despatch date before contacting us regarding an item not arrived query.
We cannot open or process a claim with Royal Mail until this time period has elapsed.
Tracking numbers:
The tracking numbers used by Royal Mail for Recorded Delivery packages are completely different in application than those used by the courier services.
You can only use any tracking number (Recorded delivery) to locate an item AFTER it has been delivered by Royal Mail.
It proves only that an item has been delivered and signed for.
As a means of locating where a package is in the Royal Mail delivery system, it is, unfortunately, completely useless.
Only Royal Mail Guaranteed Special Delivery will accurately track your order progress.
Tracking numbers used by couriers can be used to locate an order processing through their delivery system.
These can provide an accurate picture as to where an order is (or should be) in their delivery system
When will my order arrive?
Unfortunately, only Royal Mail can possibly answer this popular question.
Once an order is collected from our premises, we have no control, or knowledge, over its progress or whereabouts (which is fairly obvious if one stops and thinks about it?).
Hence, we are always completely unable to answer this question for our customers when they enquire.
Of course, we appreciate that you are concerned when your order does not arrive, but we ask that you allow at least the time period stated above before enquiring- longer at times of bad weather or holiday periods.
Contacting us- out of hours:
Our office hours are between 9.00 am and 5.00 pm Monday to Friday, and excluding UK bank/Public holiday times.
During these times we will always try and answer all email queries as soon as possible for you.
Outside of these times, we provide an ‘Out Of Hours’ support system.
This is staffed by volunteers, who give their time freely so as to assist our customers as speedily as possible with their enquiries.
Although our volunteers have a working knowledge of Smart Organic Foods and its products, they have no direct access to customers’ files and orders. For this reason, please only submit general enquiries whenever possible during these times.
If the out-of-hours team cannot fully assist you, they will inform you of this and leave an onscreen note for a full-time member of staff to pick up the enquiry when they return to work.
Credit/debit card payments.
IMPORTANT NOTE: Please be aware that we ONLY accept UK-registered credit/debit cards.
Overseas customers, please read.
We now ONLY despatch international orders using our courier service.
We no longer use airmail at all.
Minimum suggested weight for courier orders: 2 Kilo packet.
Couriers will charge roughly the same for 1-3 Kilos, which is why we suggest the 2 kilos minimum weight. This is, however, entirely up to you. Please enquire about the current delivery rate prior to placing your order with us. We will then provide you with a current delivery cost based on prices available at that time.
Important note regarding left orders/deliver to a neighbour:
Please note that if you specify your order be either
(1) left at a location other than through your letterbox/signed for, or
(2) delivered to a neighbour, then we cannot be held responsible for any loss or damage incurred after this event.
Legally, our contract (and that of Royal Mail) to deliver has been fulfilled once the order is delivered.
Should you choose to have the order left unattended upon your property/left at another location, or delivered to another address, that is your choice, and you are thus responsible from that point on.
We (nor Royal Mail) will entertain any claims for loss/ damage in these circumstances.
By placing an order with us (Smart Organic Foods) you are agreeing to these terms & conditions as described above and entering into a legal and binding contract with us.
VAT:
All products are exclusive of VAT at the current UK rate.
However, over 90% of our products are zero-rated for VAT.
The VAT will always be added to postal/courier charges.
Blends and mixes:
Our product blends may change from time to time as product stocks change.
These changes will be made without prior notice to customers.
If you have a specific product requirement, please notify us BEFORE making a purchase so that we can clarify the blend.
Smart Organic Foods cannot be held responsible in any way for any health-related issues that may arise from using our products.