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Terms and conditions
We accept Visa and MasterCard and most bank debit cards. We use Protx as our
Secure Payment Service Provider and all card transaction information is sent
encrypted using SSL (Secure Socket Layer) to ensure safety of your card
information. We charge for items in full after acceptance of order just prior
to first shipment. We will refund any items which we are unable to deliver. See
text for further information regarding refunds.
Delivery Times
The vast majority of items are supplied from stock. Backordered items are
normally shipped within 3 to 5 days. On the rare occasion that we cannot supply
quite so quickly, we let you know and give you the option to wait, or cancel
and have the balance refunded. In the event that we have not received a reply
to our notification within 5 days we will assume that you wish to continue to wait. After 28 days we will consider any outstanding items cancelled and refund those items and advise you. You will
always be advised by email of the details of any shipments we make against your
order.
Currency
Transactions are in £GBP. If you are shopping from outside the United Kingdom,
your bank or credit card company will convert the transaction to your currency.
We reserve the right to not supply to destinations or individuals that pose an
identified economic risk.
Order Acceptance
The contract between us will take place after drawing against authorization of
payment by your credit or debit card company and on the dispatch to you of the
products ordered, unless we have notified you that we do not accept your order,
or you have cancelled it. From the time of authorization to the time of
dispatch, continuous validation and fraud checking takes place. In the event of
receipt of negative information from this process, we reserve the right not to
supply and to void the transaction or refund if we have already drawn payment
but not yet shipped. If this happens we will inform you.
Consumer Protection (Distance Selling) Regulations 2000
These can be found at
http://www.hmso.gov.uk/si/si2000/20002334.htm
Packaging
We make a point of taking care that packaging is of a high standard, whether your
order uses insured post or not.
Missing Goods
If your order does not arrive
within a few days of notification of dispatch, contact us and we will provide
you with proof of dispatch.
Damaged Goods
As a general rule you should always ensure that when signing for
receipt of goods that look as if they may be damaged from the carrier, that you make
a particular note on their receipt sheet that the goods were received in damaged condition.
This opens the way for you to make a claim against the carrier. Failure to do so may
prejudice your rights to compensation. If the parcel was left without signature being
given, then you should make explicit contact with the office of the carrier and advise
the damage and its nature. Record when and who you spoke to. Make sure that you
keep the packaging and damaged goods to substantiate your claim and that you receive
a receipt for them on surrender to a loss adjuster or similar representative of the
carrier. If your order included insured post then you should claim against the carrier.
Insured Goods
If you asked for insured
post, your confirmation of order will include a charge line for delivery and
insurance costs. You will be able to make a claim against the carriers for loss
or damage. We will provide you with proof of delivery and insurance. When you
have been compensated, or earlier if you wish, you can re-order the product
items affected.
Uninsured Goods
In the event that you
did not chose the insured option, then you were advised that this risk existed on
the delivery options page on our site and you chose to incur that risk. We will
provide you with proof of delivery to help you in any claim you may wish to
pursue.
Cancellation
The Consumer Protection
(Distance Selling) Regulations 2000 applies. To cancel an order, contact us at
our email address or by phone. Contact details are at the end of this document
or on the site. If goods have not yet been dispatched, we will not draw against
the authorization received at time of order acceptance, where possible we
will void the transaction with your card provider or refund. If they have been sent
already then refund provisions as for Returned Goods will apply. See comments
below.
Returned Goods
Contact customer
services if you have changed your mind and wish to return items. They must be
unopened and in original condition. You must pay the return postage costs. The
goods must actually arrive at our address. Consider sending by insured post. If
the goods returned are not faulty and you request a refund by credit card, you will
be charged a 3% surcharge to cover card processing fees. We will refund the invoiced
value of items returned less postage if you selected the insured option and less
any credit card refund charges as above within 3 working days after receipt of
returned goods in original condition and packaging.
Privacy Policy
We do not disclose
buyer information to third parties.
Customer Support and
Service
We always aim to
deliver the very best in all we do. Your satisfaction with our service and
products is our prime concern, always.
E-mail: siteMail@matisbeauty.co.uk
Tel: +44 (0)1234 355100
Fax: +44 (0)1234 403009
(Calls from within the UK are charged at normal UK national rates.)
Customer service representatives are available Tuesday to Saturday, 9am - 5.30pm.
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