TERMS & CONDITIONS

You are advised to read the following terms and conditions that apply to the use of this website – http://www.themalvernmltsco.co.uk

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From time to time we may edit or change this policy, without liability, by updating this page. Please make sure you check the page to ensure that you are happy with any changes. Our terms and conditions apply to all site users.

If you do not wish to accept the terms and conditions, you should not continue using this website.

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Products & Ordering

You must make sure that you read the item descriptions thoroughly before ordering to ensure that you are happy with the product, before making a purchase.

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We do not accept responsibility for variances in the colour and style of products as batches can vary as they are handmade so different batches will naturally be slightly different.

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We reserve the right to update and change the item descriptions – at any time. Please familiarise yourself with the details every time you place an order with us.

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We cannot be held responsible if you decide against this and later find that you are unhappy with the description / feature as this is stated beforehand.

When placing an order with us, you go through (and complete) an online checkout process. As part of our process, you have the opportunity to check your order, correct any errors and add any items that you may have missed before proceeding to payment. Please note – It is the customers responsibility to check orders before proceeding to payment.

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We will send you a confirmation to the email address which you have provided, listing all the products which you have ordered.

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Unfortunately, once your order has been placed with us, we are unable to add or change items so please make sure you have included everything before checking out. Anything which you have missed or forgotten will need to placed on another order as our stock levels are automatically updated via the website.

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We may refuse to an accept an order if:

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-Authorisation of payment cannot be obtained.

-If there is an error in the pricing or product description.

-Where goods are not available.

-If there have been problems with your orders in the past.

-If aggressive / rude / abusive language is being used towards us. This is something which we do not tolerate.

Dispatch & Delivery

Dispatch of orders normally happens within 3-7 working days, according to the current schedule. If there is a delay, we will contact and notify you via email to the email address which you have provided. Please note that during these unprecedented times, there may well be delays.

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We request that parcels are opened and checked immediately after delivery and any problems to be reported to us as soon as possible (including photographic proof) so that we can resolve things in a timely manner.

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Orders are sent to the shipping address which customers provide. Please ensure that addresses are correct as we are not liable for orders that may return to us due to the wrong/insufficient information being provided.

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If an order returns to us due to the wrong / insufficient information being provided, there will be an additional charge for re-sending the order.

It is your responsibility to ensure that your details are correct so we recommend updating your account / address / shipping information.

Before checking out and paying for your order, you do have the opportunity to go through shipping information to edit, if needed.

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Product Pricing

Our prices are constantly reviewed and whilst we will always try to keep prices to a minimum, we reserve the right to change the pricing at any time. As we are exiting the EU it is uncertain as to what price increases we will incur from our suppliers, we will try our best to keep things as low as possible but naturally some price increases will have to be passed onto the customer.

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Product Packaging & Branding

All our products are carefully made and provided in packaging which has been specifically selected for our products, representing our brand, as displayed on our website.

We do NOT allow our products to be removed from their packaging to be re-sold in different / alternative packaging. If we catch wind of this legal action will be taken.

Cancellations, Refunds / Returns (If applicable)

We value your custom and we are more than happy to resolve any issues – please contact us on themalvernmeltsco@gmail.co.uk

We hope that you understand, as a small business, we have to verify claims etc to protect ourselves – but we are equally more than happy to help and resolve all genuine cases.

If you wish to cancel an order (before it has been dispatched), please notify us in writing by emailing themalvernmeltsco@gmail.co.uk stating your order number. Once an order has been dispatched, we are unable to cancel an order.

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We do not accept exchanges, refunds or returns for the following:

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-Products which have been partially used.

-Products you don’t like the scent of. The scent is subjective and the fragrance descriptions are available on each product. We do have our treat boxes available for people to purchase which are a good way to try scents before buying a whole bar.

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We do not sell items on a return basis – the customer has no right to reject or return the goods without prior consent.

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• Electric burners will be checked by us if returned and if we are happy that they are still in working condition then we are not obliged to refund you.

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Refunds (if applicable)

Items should be in their original condition (new / sealed). We will inspect all items and we will notify you of the approval or rejection of your refund. If you are approved, the refund will be process and a credit will automatically be applied to your original method of payment with a certain amount of days.

Faulty or Damaged Items

Items are packaged as securely as possible for transit, in the unlikely event that you find an item to be faulty or damaged, please notify us in writing immediately to the following email themalvernmeltsco@gmail.co.uk

We will always ask you to send us a photo of the faulty or damaged item/s for our records which means that we can usually deal with the problem as efficiently as possible. We appreciate that when sending goods there may well be situations beyond our control and want to work with the customer to resolve them.

We will either offer to refund or replace the items in question and the decision will be made on a case by case basis.

We reserve the right for the faulty or damaged items to be returned to us for inspection. Once the item/s is received and inspected, we will send you an email to notify you on the approval or rejection of your refund.

In all circumstances, the items must be retained in it’s original, unused and unopened packaging until you have heard from ourselves, therefore, you must not:

-Use any of the item/s before we confirm that we are happy to offer a full / partial refund or replacement.

-Discard any of the item/s before we confirm a full/partial refund or replacement.

– Please Note: Dent/Crush or imperfections are not considered as faulty or damaged this is something that although we try our best to avoid, this may naturally happen during transit.

Return Shipping

The buyer is responsible for return shipping costs (proof of postage is required). If the item is not in it’s original condition, the buyer is responsible for any loss in value.

We hope that you understand, as a small business, we have to verify claims etc to protect ourselves – but we are equally more than happy to help and resolve all genuine cases.