Terms and Conditions
Website Terms and Conditions for Soak Rochford Ltd.
About our Company
Soak Rochford Ltd sell ingredients to customers who create their own cosmetics,
either for personal or business use. Soak Rochford Ltd is owned and operated by
Jay Rochford, operating from unit 3B, King Street Industrial Estate, Langtoft,
Peterborough, PE6 9NF. You can contact us on [email protected] or by phoning
01733 973950.
Assessments/Digital Goods Sales
As described on each assessment listing; assessments are non refundable. The
fees incurred are compromised of admin fees, and charges for other aspects such
as the downloadable digital goods (recipes etc). Please check through the
listing, and do contact us with any queries prior to purchasing.
Soak Rochford Ltd are not liable for any changes required to Cosmetic Product Safety Reports (CPSR’s) after they have been issued so long as it is not the fault of Soak Rochford. Soak Rochford will however ensure that any wrongs are righted on a new product report, but if for example changes to the law effect an existing report (such as allergens becoming banned in fragrances, or government restructuring or altering what is and is not legal) then it is down to the responsible person to ensure they are operating legally and compliantly.
All of our digital goods are written in the English language and can be found
in the “downloads” section under “my account” once you are logged in.
Digital goods such as assessments and recipes are also exempt from your 14 days
cancellation period.
Contracts
Customers who buy our assessments are responsible for sourcing the correct
ingredients. If an assessment states that specific colours/fragrances/bases etc
must be purchased from Soak Rochford, then it is the customers responsibility
to ensure this happens. We will not be held liable for anyone breaking this agreement,
and will be unable to support you should you break this agreement.
The sales contract between Soak Rochford and the buyer commences for each new
transaction placed once the payment method has cleared. It ends once the items
have been tracked to the delivery address, displayed as delivered, or received
by the buyer.
Damages
Damages to parcels, or missing items from parcels must be reported to us within 7 days of receiving. Damages
must also not be used unless we advise to. We take damages very seriously and
will very often complete a full investigation into what has happened to try to
prevent it in the future. We may need you to return the item to us to assist us
with the investigation. If an item has been used prior to our agreement, then we
may not be able to replace or refund the item.
Discount/Promotional codes
Any discount or promotional code/offer will have its own terms of use. It
is important to make yourself familiar with these. Details will be present at
the point of contact where you found the promotional code, discount or offer.
Exporting
If items or parcels are seized by customs, Soak Rochford Ltd are not liable at
all. It is your responsibility to ensure that you only purchase items which are
able to be accepted into your country. Likewise if there are additional charges
such as your countries Tax, or import charges etc. These charges are charges to
the buyer and not to the sender.
Fraud
Soak Rochford Ltd retain the right to cancel a customer order, or delete
their account where they suspect fraud to have occurred. In this instance we may
clear you balance of loyalty points (Soak Rewards) with no explanation
required. Buyers who we believe are involved in fraud of any description may
also become banned from the Soak Rochford website or any of their support or
social media channels.
Pricing and payments
Items are priced differently and individual prices can be seen on each
individual listing. We are VAT registered (Registration Number 348 1616 03)
therefore must collect VAT on most of our products/services. Our website pricing
shows the VAT included in. To ensure this is accurate, we suggest registering/logging
into your account and setting a billing/shipping address. The website will auto
calculate based on your location/shipping location and show you more accurate
prices. All pricing will be accurate at the point of checking out so please be
sure to check before committing to a payment.
We accept various payment methods, from card transactions which are processed
via “Stripe Gateway”, to Paypal, and also offer a Clearpay payment method.
Clearpay is a financing option whereby you temporarily loan money from Clearpay
under their terms and conditions. Clearpay front your payment for you allowing
us to work on your order. Any finance options are via external agencies which
are in no way affiliated to us. Please do check the terms and conditions of
your chosen payment method.
Once we have received funds for your order then we will begin to work on it as
soon as possible. The majority of orders are dispatched the same day, but in
busier periods there can be a slight delay. We operate Mon-Fri so any time
scales estimated are working days only. If we anticipate that your order will
be longer than 3 working days to dispatch for whatever reason, then we will
make an attempt to contact you to make you aware.
Privacy Policy
This is now a separate policy, written to comply with GDPR and can be found
here: https://www.soakrochford.co.uk/privacy-policy/
You can also delete/close your account in the “my account” tab once you are
logged in.
Refunds/Replacements
Refunds or replacements will be offered where there is a defective product
involved so long as it is reported to us within 7 days.
We cannot offer refunds on items which were sold as damaged (e.g.
“whoopsie moulds” or damaged sacks of bicarbonate of soda etc). We also will
not refund or replace an item where it has been tampered, adapted or modified
in any way. We also will not replace or refund for items where you have changed
your mind such as colour or quantity. Where returns/refunds are accepted, they
will only be actioned with proof of purchase, and issued to the buyer
themselves.
Shipping and Handling
Delivery times can vary based on your location and also the shipping method you
have chosen. A UK shipping option such as ‘DPD’, or ‘Royal Mail 24’ will have
an estimated arrival time of 1-3 working days. A Uk delivery with ‘economy
delivery’ or ‘Tracked 48’ can be 3-5 working days. Overseas orders may take
much longer, particularly when customs are busy and hold your item whilst they
wait to check it. The above timeframes are guidelines and we cannot be held
responsible for delays to your parcel in transit. We also cannot be held
responsible for any additional charges such as import charges,
UK shipping prices:
Free economy delivery for orders over £100.
Royal Mail 48 £4.50
Royal Mail 24 £5.50
Courier Option: £7.50 per parcel, calculated at checkout
International shipping prices are calculated at checkout and are very dependent
on what your order includes, as well as the destination country. Due to the
dynamic changing prices of overseas parcels, we reserve the right to contact
you should we require additional funds to ship your parcel. You can of course
cancel your order if you are unwilling to pay this.
Most parcel companies will attempt to deliver your parcel to a neighbour if you
are not home. Please check with your neighbours before contacting us to see
whether they have received your parcel. If you do not wish for the carrier to
try a neighbour then leave us a note requesting so on your order.
Some carriers will allow the buyer to adjust their parcel in one way or another.
From re-arranging the delivery date, to leaving in a safe place etc. Soak
Rochford Ltd have zero responsibility for a parcel should the recipient have
intercepted their parcel in any way shape or form.
Returns/ and Right to cancel
You may cancel your order up to 14 days after your order has been delivered to
you. Please contact us, and we can arrange for you to return your goods for a
refund. We will not be able to refund the original dispatch postage, or
reimburse you for the return postage back to us if those services have already
been utilised. They are non refundable and have already been processed.
Similarly, we will be unable to accept a return on an item which; has been used
or opened, has been damaged, or is not of suitable quality to be resold.