Company Policies

As all items are handmade and made to order, we aim to dispatch within 5-7 working days but this may increase during busier periods. 

Standard Delivery Postage & Packing Fee is £4.95 / Free for orders over £60
Items are sent via Royal Mail Tracked 48hrs. You will be notified of all your tracking information.

Refund Requests
Refund requests must be made within 14 days after receipt of your goods. We accept refund requests for goods sold on our Site for any of the following reasons: broken; or does not match description. 

Returns
Returns can be made by mail. To return a goods by mail, follow the following procedure: Please contact us within 14 days of purchase to register the return and generate a return label. All returns require the customer to pay the necessary delivery costs, provide a receipt of purchase and proof of postage (recorded delivery or courier). Returned items must be delivered unused, in their original packaging and condition. If the item/s is not returned in its original condition, the buyer is responsible for any loss in value and may not be eligible for refund, or subject to a restocking fee, at 50% of the original price. Once the returned item is received, a full refund (excluding delivery costs) will be processed. If approved, items will be refunded on original payment method within 10 working days. Please be aware that credit card companies can take longer for the refund to be processed. Sale or bespoke items are not eligible for refunds.

PRIVACY POLICY

Sense of the New Forest, is committed to preserving privacy when visiting communicating with the website. 

Personal data collected
This Policy outlines how and why personal information is collated when visiting the website. Whilst personal information is kept confidential, in certain  circumstances referenced within this policy this information has the right to be disclosed. This Policy may be updated periodically and is subsequently agreed to by using the website. In operating this website, certain data and information may be collected and processed via contact forms or making a purchase. Privacy is important and personal details will never be released to any third party for mailing or marketing purposes.

Data retention
Information provided via the contact form through the website or via email may be kept on record. When a purchase is made, card information is not held by a Sense of the New Forest, as it is collected by a third-party payment gateway processor, specialising in the secure online processing of credit/debit card transaction.

IP Addresses
Information that may be collected include but are not limited to, the website visitors IP address, operating system and browser type for administration purposes. This is statistical data relating to web user browsing actions and patterns and does not specifically identify individuals. Whilst personal information will not shared or sold with third parties for marketing purposes it may be processed for legitimate business purposes such as:
to process an order you have made
to identify and prevent fraud
to enhance the security of our network and information systems
to provide deliveryl and email communications 

Third-Party service providers
Third-party service providers may access information to process payments or delivery and confirm via email. Only personal information necessary to deliver this service is disclosed to third-party service providers. If required by law, information to third parties will be provided for the purposes of fraud prevention or other crimes. When using the online payment gateway, the purchase is generated by a third-party payment processor, specialising in secure online capture and credit/debit card transactions. Steps are taken to ensure personal information is treated securely. Any sensitive information such as credit or debit card details is encrypted on SSL across the website. A lock icon will appear in the address bar of most web browsers when on a secure page.

Links to other websites
As there are links to other websites, this privacy policy applies to this website only. It is encouraged to read the privacy policy statements on the other websites visited as no responsibility is taken for the privacy policies of other sites even if accessed via links from this website.

Transfer of information outside the European Union
Personal information provided may be transferred to countries outside the European Union as part of services provided. These countries may have differing data protection laws to the UK. By submitting personal data, this transfer is agreed to.

Policy review
This Policy is under regular review and will updated accordingly.

TERMS AND CONDITIONS

These terms and conditions (the "Terms and Conditions") govern the use of www.senseofthenewforest.co.uk (the “Site"). This Site is owned and operated by Sense of the New Forest. This Site is an ecommerce website. By using this Site, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.

Intellectual Property

All content published and made available on our Site is the property of Sense of the New Forest and the Site's creators. This includes, but is not limited to images, text, logos, documents,downloadable files and anything that contributes to the composition of our Site.

Accounts

When you create an account on our Site, you agree to the following:

1. You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account; and

2. All personal information you provide to us through your account is up to date, accurate, and truthful and that you will update your personal information if it changes. We reserve the right to suspend or terminate your account if you are using our Site illegally or if you violate these Terms and Conditions.

Sale of Goods

These Terms and Conditions govern the sale of goods available on our Site. The following goods are available on our Site:

Stoneware holders

Candles; and

Reed Diffuser.

We are under a legal duty to supply goods that match the description of the good(s) you order on our Site. These Terms and Conditions apply to all the goods that are displayed on our Site at the time you access it. This includes all products listed as being out of stock. All information, descriptions, or images that we provide about our goods are as accurate as possible. However, we are not legally bound by such information, descriptions, or images as we cannot guarantee the accuracy of all goods we provide. You agree to purchase goods from our Site at your own risk. We reserve the right to modify, reject or cancel your order whenever it becomes necessary. If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.

Payments

We accept the following payment methods on our Site:

Credit Card and Debit Card (Mastercard, Visa, American Express, Link and ApplePay)

When you provide us with your payment information, you authorise our use of and access to the payment instrument you have chosen to use. By providing us with your payment information, you authorise us to charge the amount due to this payment instrument. If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.

 

Shipping and Delivery

When you purchase goods from our Site, the goods will be delivered through the following method:

48hr Tracked Royal Mail

Delivery will take place as soon as reasonably possible, depending on the delivery method selected. Delivery times may vary due to unforeseen circumstances. Please note that delivery times do not include weekends and bank holidays. You will be required to pay delivery charges in addition to the price for the goods purchased. You are required to provide a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of goods to the wrong address or wrong person as a result of being provided with inaccurate or incomplete information.

Right to Cancel and Receive Reimbursement

If you are a customer living in the United Kingdom or the European Union you have the right to cancel your contract to purchase goods from us within 14 days of receipt of goods.

The cancellation period:

Will end 14 days from when you receive, or someone you nominate receives, the goods purchased.

To exercise your right to cancel, you must inform us within the cancellation period by email at [email protected] 

The right to cancel does not apply to:

Goods or services made to order or personalised. 

Effects of Cancellation

If you cancel your contract with us and goods have already been sent to you, then you must return the goods to us as soon as possible after informing us of your decision to cancel. You will be responsible for the cost of returning the goods. We will not be responsible for any damage or loss to the goods that occurs before they are returned to us, including while the goods are in transit. If you cancel your contract with us, we will reimburse to you all payments we received from you under the contract, including the costs of delivery, except for any supplementary delivery charges resulting from your choice of a delivery type other than the least expensive type of standard delivery that we offer. Please note that we are permitted by law to reduce your reimbursement to reflect any reduction in the value of the goods that was caused by handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. We will provide the reimbursement without undue delay and no later than the earlier of 14 days after we receive back from you any goods supplied or 14 days after you provide proof that you have returned the goods. If no goods were supplied, then we will provide the reimbursement no later than 14 days after day we were informed of your decision to cancel. We will make the reimbursement using the same form of payment as you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees because of the reimbursement. This right to cancel and to reimbursement is not affected by any return or refund policy we may have.

Refunds

Refunds for Goods
Refund requests must be made within 14 days after receipt of your goods. We accept refund requests for goods sold on our Site for any of the following reasons:

Broken or does not match description

Returns
Returns can be made by mail. To return a good by mail, follow the following procedure: Please contact us within 14 days of purchase to register the return and generate a return label. All returns require the customer to pay the necessary delivery costs, provide a receipt of purchase and proof of postage (recorded delivery or courier). Returned items must be delivered unused, in their original packaging and condition. If the item / s is not returned in its original condition, the buyer is responsible for any loss in value and may not be eligible for refund, or subject to a restocking fee, at 50% of the original price. Once the returned item is received, a full refund (excluding delivery costs) will be processed. If approved, items will be refunded on original payment method within 10 working days. Please be aware that credit card companies can take longer for the refund to be processed. Sale or bespoke items are not eligible for refunds.

Consumer Protection Law

Where the Sale of Goods Act 1979, the Consumer Rights Act 2015, or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.

Links to Other Websites

Our Site contains links to third party websites or services that we do not own or control. We are not responsible for the content, policies, or practices of any third party website or service linked to on our Site. It is your responsibility to read the terms and conditions and privacy policies of these third party websites before using these sites.

Limitation of Liability

Sense of the New Forest  will not be liable in respect of customer / third party recipient failure to comply with product safety instructions (stated on packaging and website) resulting in direct or consequential wilful damage to / loss of personal property. Sense of the New Forest and our partners, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses including legal fees from your use of the Site.

Indemnity

Except where prohibited by law, by using this Site you indemnify and hold harmless Sense of the New Forest and our partners, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.

Applicable Law

These Terms and Conditions are governed by the laws of the Country of England.

Severability

If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.

Changes

These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.

Contact Details

Please contact us if you have any questions or concerns. Our contact details are as follows:

[email protected]