Terms and Conditions. Shipping, Returns and Collection from Tranquillity Health and Beauty
These Terms and Conditions apply to HYPO21 purchases and do not apply to Tranquillity Health and Beauty Treatment Gift Card purchases.
Online Product Orders:
Online product orders are posted on a Royal Mail Tracked 48 with signature service, which aims to arrive 2-3 days after posting.
This is not a guaranteed next-day postal service.
Any Royal Mail delivery delays, including strike action, are out of Tranquillity Health and Beauty’s control. All deliveries will require a signature upon receipt. Please provide a delivery address where the order can be signed for during working hours.
All orders will incur an automatic £4.95 packing and shipping charge. Deliveries are restricted to the mainland United Kingdom only. (England, Scotland and Wales).
Orders placed over a weekend will be processed on the following working day wherever possible. Tranquillity Health and Beauty’s working days are defined as Wednesday to Friday between 10:00 am and 6:30 pm. Public Bank Holidays and industrial action may cause a delay (for whatever their duration) and should not be considered working days.
In the event that a product is out of stock a full refund of the out of stock product will be given. An email advising the product refund and explanation will be emailed to you, the consumer.
Refused and Undeliverable Packages:
Failed product delivery attempts due to not providing a signature, not being available to receive your order at the address stated, not collecting after a delivery card that has been left by the Royal Mail, providing an incorrect name, address or other required details and refusual to receive the package may result in the order being returned to Tranquillity Health and Beauty by the Royal Mail. For the parcel to be redelivered, the cost of the postage will be at the consumer’s expense. Orders that have not been received within fourteen days must be reported to Tranquillity Health and Beauty within 28 days otherwise a 50% restocking fee will apply. Refunds for returned parcels to Tranquillity Health and Beauty will not automatically be refunded.
Lost/Not Received Packages:
If an unfortuate, yet isolated incident arises where a delivery has not been received by the consumer this must be reported to Tranquillity Health and Beauty within 28 days from the date of order placement. A claim will be opened with the Royal Mail which can only be completed 10 working days after the due date that the delivery was expected to the recipient. The Royal Mail will investigate the claim. It can take 30 days to receive a response. There will be no further deliveries made to the consumer within this time and payments may only be refunded after the response from the Royal Mail has been received by Tranquillity Health and Beauty.
Collection:
Self-collection in person can be arranged with an appointment arrangement from Tranquillity Health and Beauty. Please contact directly to arrange purchase and collection.
In the event of bank holidays, non operational days and weekends please allow three working days for collection.
Returns:
If you wish to return your purchase, please contact tranquillity.battle@gmail.com within 14 days of receipt to advise the return of your item/s. All returned items must remain in their original packaging, unopened, undamaged and unused. The cost of the return by any method shall remain at the consumers own expense.
A 50% restocking charge to the value of each product shall be applied to all returned items that are not required, cancelled after payment has been made, ordered in error or returned to Tranquillity Health and Beauty as undeliverable for whatever reason and not reported within 28 days after delivery.
The remainder of the reimbursement less the 50% restocking charge, less postage expenses, will be refunded once the returned items have been safely received and acknowledged by Tranquillity Health and Beauty.
In the unlikely event that you receive a faulty or damaged product, the product will need to be safely returned prior to issuing a free of charge replacement. All postal charges will be refunded. Any damaged returns should be received by Tranquillity Health and Beauty within 30 days of contacting Tranquillity Health and Beauty. It is your responsibility as the consumer to ensure the safe return of the parcel, a tracked postal service is recommended.
Tranquillity Health and Beauty reserves the right to decline any reimbursement or replace any items in the event such returned items have been subjected to any degree of evidence of misuse or opened, except where the product is regarded as faulty and can be subsequently proven to be faulty.
Please return to:
Tranquillity Health and Beauty
7 Frederick Thatcher Place, North Trade Road, Battle, East Sussex, TN33 0HW
Notification of any damage, incorrect products or shortages in delivered goods must be made within twenty-four hours of receipt. Please contact Tranquillity Health and Beauty by telephone on 07900 997135 or email tranquillity.battle@gmail.com.
Reactions to products:
It is the consumer’s responsibility to patch test all products prior to use. Always check the compatibility of any purchased products with other material facts such as, but not limited to; medication, instructions of use, application methods, and suitability for use, as these can affect results and contribute to adverse skin reactions. Tranquillity Health and Beauty shall not reimburse a consumer should any adverse skin reaction occur by using any product sold by Tranquillity Health and Beauty at any time.
If you have followed the above advice and have experienced a reaction to a product, please immediately report this in writing, including images to tranquillity.battle@gmail.com within twenty-four hours of the reaction appearing. It may be deemed necessary to subsequently complete a manufacturer’s product reaction form depending on severity, Tranquillity Health and Beauty will advise at the time of receiving the report if this is a necessary requirement.
Tranquillity Health and Beauty is dedicated to providing excellent customer service and maintaining a healthy customer relationship. This Complaints Policy is in place to ensure any unfortunate dissatisfaction or complaint is handled as efficiently and effectively as possible. The following outlines the policy and procedures for the handling of verbal and written complaints.
Tranquillity Health and Beauty’s Responsibilities:
To provide an efficient, fair and structured mechanism for handling complaints.
To provide consumers with access to the complaints handling process, including those consumers with disabilities and special needs.
To keep consumers informed as to the progress of their complaint and the expected timeframe for resolution.
Handling Complaints:
Upon receiving a complaint, Tranquillity Health and Beauty will acknowledge the matter via telephone or via email within three working business days.
Tranquillity Health and Beauty will keep the consumer informed of the progress of any complaint, proposed actions and the expected timeframe for resolution.
Tranquillity Health and Beauty aims to resolve complaints in a timely manner and generally resolve a matter within seven working calendar days.
Complex complaints may take longer than seven working calendar days to resolve. In these instances, Tranquillity Health and Beauty will regularly update on the progress and likely timeframe for resolution.
Tranquillity Health and Beauty will advise the consumer of the outcome of any complaint in writing or by telephone conversation.
If you have a complaint regarding any aspect of your account or dealings with Tranquillity Health and Beauty you are urged to telephone or email in the first instance. Tranquillity Health and Beauty’s objective is to resolve enquiries or complaints during the consumers first contact.
Phone number: 07900 997135
Email: tranquillity.battle@gmail.com.