Terms and conditions
We accept Visa and MasterCard and most bank debit cards. We use SagePay(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. Packaging may vary. Images used on the site are for illustration purposes. From time to time the actual item may be packaged differently.
I have not received my order
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.
Items are missing from my parcel
If your order does not contain what was advised as sent, contact us immediately (within 48 hours of receipt)
so that we can investigate and remedy as necessary. We reserve the right to exercise discretion for notifications after that period.
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 or lines for delivery and insurance costs. You
will be able to make a claim against the carriers for loss or damage. If you see
evidence of damage to the parcel, please sign for the goods with a specific note
that there was 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. We must be advised within 21 days from time of
notification of us sending the parcel to you. 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 or debit card, you
will be charged a handling and restocking fee of 25% of the value of the goods
less postage and insurance. This charge covers our expenses for card processing
fees and expenses both for the purchase and refund. Refunds will only be made
to the card on which the goods were billed.
Human error
From time to time we can make mistakes with information
on our web site due purely to human error and oversight. This can include
details on Pricing, Availability and Packaging. Whilst we try and ensure that
all details, descriptions, prices and sizes which appear on this website are
accurate, errors may occur. If you discover an error please contact us as soon
as possible and we will give you the option of cancelling or returning the item
or items and we will issue a full refund including return postage. The items
returned must be physically received by us before we can issue the refund. Our
liability is limited to refund or replacement if that is a realistic option. We
will not accept any claim for consequential damages. Refunds will only be made
to the card on which the goods were billed.
Sales Tax and Customs Duty in your country
For the UK VAT is included at the current rate (20%). For delivery to non EU countries we deduct the UK VAT from the price of the goods. Your country may charge you Import duties and or taxes as defined in law for your country.
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
(Calls from within the UK are charged at normal UK national rates.)
Customer service representatives are available Tuesday to Saturday,
10:00am - 6:00pm, UK time. |