Terms and Conditions
- Christmas Wreath Making Facebook Live T&C’s – Prize Draw
Please read these Terms and Conditions carefully before entering the prize draw. By entering you indicate that you accept these terms and conditions and you agree to be bound by them.
- Free UK Standard Delivery on first order
Free Standard UK Delivery on all UK orders for first time registering customers using your code (which will be emailed to you). Excludes treatments and Therapies, Gift Cards or Gift Vouchers, Courses, Workshops and the Neal’s Yard Remedies Diploma course, other postage options and gift wrapping. No cash or other alternatives. Can be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time.
- 3 for 2 on selected gifts
3 for 2 on selected gifts limited time only, applies in-store, online at nealsyardremedies.com or when ordering by phone on 0845 262 3145 from 9am Friday 7 December 2018. Lowest priced item free while stocks last. Excludes previous purchases. Offer does not apply in other stockists. No cash or other alternatives. Not to be used in conjunction with any other offer. Can be used in conjunction with your Neal’s Yard Remedies feel good loyalty card. Neal’s Yard Remedies reserves the right to withdraw this offer at any time. Offer will be applied to qualifying items automatically at checkout.
- Free Seaweed & Arnica Foaming Bath Offer
Free Seaweed & Arnica Foaming Bath, 200ml (RRP £15) when you spend £50 in a single transaction online at nealsyardremedies.com from Midnight, 7 December until Midnight, 24 December 2018. One per customer. While stocks last. Excludes previous purchases and sales of gift vouchers & cards, therapies and courses. Not available in stores or other stockists. No cash or other alternatives available. Not to be used in conjunction with any other offer. Neal’s Yard Remedies reserves the right to withdraw this offer at any time.
- Free UK Standard Delivery for the Festive Season
Free Standard UK Delivery on all UK orders from using our online checkout at nealsyardremedies.com from 9am Saturday 24 November until midday Wednesday 19 December 2018. Excludes treatments and Therapies, Gift Cards or Gift Vouchers, Courses, Workshops and the Neal’s Yard Remedies Diploma course, postage and packing or gift wrapping. No cash or other alternatives. Not to be used in conjunction with any other offer, excluding the Free Seaweed & Arnica Foaming Bath when you spend £50 online. We reserve the right to withdraw this offer at any time. Does not include other delivery options or charges.
- Half Price Festive Blend with Purchase of Diffuser
HALF PRICE Festive Aromatherapy Blend, 10ml - only £7.50 (RRP £15), when you buy an electrical diffuser (excludes stone burners) in a single transaction in Neal’s Yard Remedies stores, by phone on 0845 262 3145 or online at nealsyardremedies.com. Valid from 27 November until 24 December 2018. While stocks last. Excludes previous purchases. Not available in other stockists. No cash or other alternatives available. Not to be used in conjunction with any other offer. Neal’s Yard Remedies reserves the right to withdraw this offer at any time.
- Windsor & Victoria Store Special - Free Standard Postage
Free Standard UK Delivery on all UK orders from using the Windsor & Victoria store code found in the email sent to selected recipients using our online checkout at nealsyardremedies.com. Excludes treatments and Therapies, Gift Cards or Gift Vouchers, gift wrapping, Courses, Workshops and the Neal’s Yard Remedies Diploma course. Not to be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time. Does not include other delivery options or charges.
- Blue Light Partnership Offer
10% off online at www.nealsyardremedies.com or when ordering by phone on 0845 262 3145 between 17 October 2018 to 31 January 2019, while stocks last. Simply enter the code given, at checkout or over the phone. One use per customer. Offer does not apply in other stockists. Excludes previous purchases, sales of bespoke gifts, gift vouchers & cards, e-mail gift cards, therapies, prescriptions and delivery. No cash or other alternatives. Not to be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time.
- Defence Discount Scheme
10% off online at www.nealsyardremedies.com or when ordering by phone on 0845 262 3145 between 17 October 2018 to 31 January 2019, while stocks last. Simply enter the code given, at checkout or over the phone. One use per customer. Offer does not apply in other stockists. Excludes previous purchases, sales of bespoke gifts, gift vouchers & cards, e-mail gift cards, therapies, courses, prescriptions and delivery. No cash or other alternatives. Not to be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time.
- Free Men's Age Defying Moisturiser Sample
FREE Men's Age Defying moisturiser sample when you buy any product from the new Men's range or any Frankincense Intense™or Frankincense Intense™ Lift product. Offer starts in-store, online at nealsyardremedies.com or when ordering by phone on 0845 262 3145 from Wednesday 12 September, for a limited time only and while stocks last. Excludes previous purchases. Offer does not apply in other stockists. No cash or other alternatives. This offer may be withdrawn without notice. Free sample will be added to qualifying items automatically at the checkout.
- Women & Home Reader Offer
20% off products only applies from 26 October – 7 December 2018 in-store and online at www.nealsyardremedies.com. Simply enter your coupon code at checkout. One use per customer. Offer does not apply in other stockists. Excludes previous purchases and sales of bespoke gifts, gift vouchers & cards, e-mail gift cards, therapies, courses, prescriptions and delivery. No cash or other alternatives. Not to be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time.
- Up to 50% off Summer Savings
Up to 50% off applies in-store and online on selected items from June 2018 for a limited time only and while stocks last. Oﬀer does not apply in other stockists. Excludes previous purchases. No cash or other alternatives. Not to be used in conjunction with any other oﬀer. We reserve the right to withdraw this oﬀer at any time.
- Save £5 when you buy Deliciously Ella® Body Wash 200ml & Deliciously Ella® Body Lotion 185ml
BG27 Save £5 when you buy Deliciously Ella® Body Wash 200ml & Deliciously Ella® Body Lotion 185ml together in one transaction. Only £30, normally £35. Offer starts in-store & online at 9am 6th November for a limited time only and while stocks last. Excludes previous purchases. Offer does not apply in other stockists. No cash or other alternatives. Not to be used in conjunction with any other offer. This offer may be withdrawn without notice. Discount will be applied to qualifying items automatically at the checkout.
- Christmas Aromatherapy Facebook Prize Draw
Please click here for full terms and conditions.
- Feel Good Loyalty Monthly Prize Draw
UK, 18+ only. Enter between: 00.01 on the 1st day of the month to 23.59 on the last day of the month. Normal entry restrictions apply. Purchase is necessary.
To Enter: make a purchase of any value at www.nealsyardremedies.com or in a UK Neal’s Yard Remedies store to enter the relevant monthly prize draw.
The Prize: 1x £500 Neal’s Yard Remedies Gift Voucher, each month. Visit here for Full Terms & prize details. Promoter: Neal's Yard (Natural Remedies) Limited.
- Gift Cards
- Gift Cards are issued by and remain the property of Neal’s Yard (Natural Remedies) Limited (“Neal’s Yard Remedies”).
- Use of the Gift Card implies acceptance of these terms and conditions of use.
- Gift Cards can be redeemed in Neal’s Yard Remedies UK stores for full or part payment of products or therapies and online.
- Gift Cards are not accepted by NYR Organic home consultants or in other stockists.
- Gift Cards cannot be redeemed for gift vouchers or Gift Cards, delivery or gift wrap.
- Gift Cards are valid for 12 months from date of purchase. Neal’s Yard Remedies will not refund any balance remaining after the expiry of 12 months, and the Gift Card will be invalidated.
- Gift Cards cannot be returned or refunded, exchanged for cash or used to buy another Gift Card. No change will be given.
- Gift Cards can be purchased in selected Neal’s Yard Remedies shops* with a minimum value of £10 and a maximum value of £250.
- Gift Cards can be purchased on nealsyardremedies.com in denominations of £10, £25 and £50 and can be redeemed in store and online.
- All product returns will be processed in accordance with our Returns Policy. Any refunds for returned items that were purchased with a Gift Card will be refunded to a Gift Card where possible. This does not affect your statutory rights.
- Neal’s Yard Remedies will not accept liability if the Gift Card is lost, stolen or damaged.
- Neal’s Yard Remedies reserves the right to refuse to accept a Gift Card that has been tampered with, duplicated or which otherwise is suspected to be affected by fraud.
- Neal’s Yard Remedies reserves the right to amend these terms and conditions from time to time. Neal’s Yard Remedies will post any material changes to these terms and conditions on their website.
* Gift Cards cannot be purchased in Hereford, Edinburgh and Beverley stores.
- Paper Loyalty Cards - NOT ISSUED IN STORE ANYMORE
The Loyalty Card is valid in Neal’s Yard Remedies stores only. Excludes other stockists, nealsyardremedies.com and phone orders.
One stamp will be issued for every £30 spent in Neal’s Yard Remedies stores. You must present the Loyalty Card to collect your stamps at the time of purchase as we will be unable to issue stamps at a later date (even if a receipt is produced).
All Loyalty Cards are valid until further notice. Neal’s Yard Remedies reserves the right to stop issuing Loyalty Cards and to withdraw the Loyalty Card scheme at any time and on such notice as it shall deem appropriate. In such a case, it will endeavour, but does not guarantee, to give reasonable notice to allow any cards to be redeemed in accordance with paragraph 4 below.
To claim your £15 off in Neal’s Yard Remedies stores’, you must complete this Loyalty Card with ten stamps and present it in-store. Photocopied, altered or defaced Loyalty Cards and/or stamps will not be accepted.
Excludes the sales of Gift Vouchers, Therapies and Courses. No cash or other alternatives.
Use of this Loyalty Card implies acceptance of these terms and conditions of use. Loyalty Cards are issued by and remain the property of Neal’s Yard Remedies.
- Post treatment Discount Card Terms and Conditions - Updated 20th November 2015
15% off applies in-store on day of treatment only, on presentation of a valid post-treatment discount card. One use per customer. Offer does not apply in other stockists. Excludes previous bookings and sales of Gift Vouchers, Therapies and Courses. No cash or other alternatives. Not to be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time.
- Stores Local Business Discount
15% off applies in-store only, on presentation of a valid Local Business Discount Card or Letter. One use per customer. Offer does not apply in other stockists. Excludes previous bookings and sales of Gift Vouchers, Therapies and Courses. No cash or other alternatives. Not to be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time.
Website Terms - Welcome
Welcome to the Neal’s Yard Remedies website terms and conditions for use.
- Who are we?
www.nealsyardremedies.com ("Site") is operated by Neal’s Yard (Natural Remedies) Limited (“We”, “Us”, “Our” or “Neal’s Yard Remedies”). We are registered in England and Wales under company number 01597194 and have our registered office at Peacemarsh, Gillingham, Dorset, SP8 4EU.
Our main trading address is: Neal’s Yard, Covent Garden, London, WC2H 9DP.
Our VAT number is: 873 0241 41.
We are a member of the following trade associations:
- HFMA (Health Food Manufacturers Association)
- BHMA (British Herbal Medicine Association)
- ATC (Aromatherapy Trade Council)
Please read these terms carefully before you start to use the Site. By using our Site, you indicate that you accept these terms and that you agree to abide by them. If you do not agree to these terms, you do not have our permission to use our Site.
- Using our Site
This page (together with the documents referred to on it) tells you the terms and conditions on which you may make use of our website www.nealsyardremedies.com (“Website Terms”) and the terms on which we sell our products to you (the “Product Terms”).
- Accessing our Site
Access to our Site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our Site without notice (see below). We will not be liable if for any reason our Site is unavailable at any time or for any period.
You are responsible for making all arrangements necessary for you to have access to our Site. You are also responsible for ensuring that all persons who access our Site through your internet connection are aware of these terms, and that they comply with them.
- Your user account
If you register with the Site for a user account, you will have to choose a username (email address) and password. You will be responsible for keeping your username and password secret and for preventing unauthorized access to your account. You are responsible for all activities that occur using your account. You should take all necessary steps to ensure that your username and password are kept secret and secure and should inform us immediately by email to firstname.lastname@example.org if you have any reason to believe that your username and/or password have become known to anyone else, or if your account is being, or is likely to be, used in an unauthorized manner
You must ensure that the details you provide us with are correct, complete and not inappropriate in any way. You agree to inform us immediately of any changes to the information that you provided when registering. You can access and update the information you provided us with in the My Account (Click Here) area of our Site.
- Reliance on information posted
Important: Information on our Site is provided for information purposes only and is not a substitute for professional medical advice. Nothing on our Site is a recommendation as to how to treat any particular disease or health-related condition and not all conditions will respond to treatment with natural remedies. For serious conditions or advice on health conditions in general, you should visit a qualified medical practitioner.
Commentary and other materials posted on our Site are not intended to amount to advice on which any reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our Site, or by anyone who may be informed of any of its contents.
We do our best to always ensure that the information on our Site is correct and accurate. Despite our best efforts the Site may contain errors. We do not accept liability for loss or damage caused by inaccurate information. If you spot information which you think is incorrect you can tell us at email@example.com
- Intellectual property rights
We are the owner or the licensee of all intellectual property rights in our Site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our Site for your personal reference and you may draw the attention of others to material posted on our Site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our Site must always be acknowledged.
You must not use any part of the materials on our Site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our Site in breach of these Website Terms, your right to use our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
All logos, brands and trademarks used on the Site including, but not limited to, Neal’s Yard Remedies and NYR Natural News are owned by Neal’s Yard (Natural Remedies) Limited or its group companies. You may not use these without our consent.
- Posting material and comments to our site
Whenever you post any comments or materials to the Site, you must comply with the content rules set out below. We will not be responsible, or liable to any third party, for the content or accuracy of any materials or posting posted by you. We have the right to remove any material or posting you make on our Site if, in our opinion, it does not comply with the content rules set out below.
We will fully cooperate with any law enforcement authorities or any court order requesting or directing us to disclose the identity of anyone posting or transmitting any information or materials on or through the Site. You must tell us as soon as you become aware of any unlawful or prohibited use of the Site by any third parties.
Any posting posted by you will be considered non-confidential and you will own the copyright in it. We have the right to use this material for any purpose and to display the name that you submit in connection with such material. We also have the right to disclose your identity to any third party who claims that any material posted or uploaded by you to our Site constitutes a violation of their intellectual property rights, or of their right to privacy.
You are responsible for postings made on the Site using your user account and agree that you will not:
(a) post or include in any message or transfer to the Site, any material which is obscene, indecent, misleading, inaccurate, homophobic, sexually explicit, objectionable, racist, sexist or illegal;
(b) post or transfer anything to the Site which is damaging to our software, IT systems, data or the Site;
(c) defame, abuse, harass, stalk, threaten or otherwise violate the legal rights of others (including rights of privacy and publicity);
(d) advertise or offer to sell any Products or services for a commercial purpose;
(e) conduct or forward surveys, contests, pyramids schemes, or chain letters;
(f) impersonate another person or entity or falsify or delete any author attributions, legal or other proper notices or proprietary designations or labels;
(g) use offensive or inappropriate user names or language;
(h) promote violence;
(i) send or post spam or spam links;
(j) infringe any copyright, database right or trade mark of any other person; and/or
(k) give the impression that the posting emanates from us, if this is not the case.
We advise that you do not reveal any personal information about yourself in any postings.
Whilst we have no obligation to actively moderate postings on the Site, you may report any material that you consider to be in breach of the rules set out above by emailing us at firstname.lastname@example.org. Where we receive a complaint, we will review the post or material in question and we reserve the right to disclose information necessary in order to satisfy applicable law or legal regulation, or to edit, refuse to post or remove any information or materials in whole or in part for whatever reason in our sole discretion.
- Our site changes regularly
We aim to update our Site regularly, and may change the content at any time. If the need arises, we may suspend access to our Site, or close it indefinitely. Any of the material on our Site may be out of date at any given time, and we are under no obligation to update such material.
- Information about you and your visits to the site
We process information about you in accordance with our Privacy and Cookies Policy (Click Here). By using our Site, you consent to such processing and you warrant that all data provided by you is accurate.
- Viruses, hacking and other offences
You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack.
By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Site or to your downloading of any material posted on it, or on any website linked to it.
- Linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link from any website that is not owned by you.
Our Site must not be framed on any other website, nor may you create a link to any part of our Site other than the home page. We reserve the right to withdraw linking permission without notice.
The website from which you are linking must not contain any inappropriate, offensive or illegal content or any other content likely to damage the reputation of our brand.
If you wish to make any use of material on our Site other than that set out above, please address your request to email@example.com.
- Links from our site
Where our Site contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
We may revise the Website Terms and Product Terms at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we have made, as they are binding on you. Some of the provisions contained in these Website Terms and Product Terms may also be superseded by provisions or notices published elsewhere on our Site.
- Disclaimer of Warranty
By accepting these Website Terms, you expressly acknowledge, understand and agree that you access and use this Site at your own sole risk and that your use of the Site is on an "as is" basis and as and when available. All warranties, conditions and representations, express or implied, including but not limited to, title, non-infringement, merchantability, quality, and fitness for purpose are hereby excluded and disclaimed to the fullest extent permitted by applicable law.
- Limitation of Liability
Neither we nor any of our subsidiaries, affiliates, employees, agents, sellers, third-party content providers or licensors, or any of their officers, directors, employees or agents, shall be liable for any indirect, consequential, special, incidental, or punitive losses or damages which may arise out of or in connection with the use of the Site or the use of or reliance upon any of its content.
Our total aggregate liability in respect of causes of action that arise, whether in tort (including negligence), breach of contract or otherwise out of or in connection with the use of the Site or the use of or reliance upon any of its content or other information shall not exceed £500, save to the extent that any person suffers death or personal injury as a result of our negligence, or such liability arises as a result of our fraudulent misrepresentation, or otherwise if and to the extent that any such liability may not be lawfully excluded or limited.
- International Users
The Site is controlled, operated, and administered by us from our offices within the United Kingdom and we make no representation that any Site content is appropriate or available for use at any other location outside the United Kingdom. If you access the Site from a location outside the United Kingdom, you are responsible for compliance with all local laws.
No delay, omission or forbearance by us to exercise or enforce any right, power or remedy under the Website Terms shall operate as a waiver thereof, and any single or partial exercise or enforcement thereof shall not preclude any other or further exercise or enforcement thereof or the exercise or enforcement of any other right, power or other remedy.
Section headings in the Website Terms are used for convenience and are of no legal force or effect.
If at any time any provision of these Website Terms is or becomes illegal, invalid or unenforceable in any respect under the law of any jurisdiction, that shall not affect or impair the legality, validity or enforceability in that jurisdiction of any other provision of these Website Terms or the legality, validity or enforceability under the law of any other jurisdiction of that or any other provision of these Website Terms.
No one other than a party to this contract has any right to enforce any term of this contract.
The Website Terms and any document expressly referred to in them represent the entire agreement between us and supersede any previous agreement, understanding or arrangement between us. In entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other before the Contract except as expressly stated in these terms.
- Choice of Law and Resolution of Disputes
- We will try to resolve any disputes with you quickly and efficiently.
- If you are unhappy with:
- the Products;
- our service to you; or
- any other matter;
- please contact us as soon as possible.
- If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
- let you know that we cannot settle the dispute with you; and
- give you certain information required by law about our alternative dispute resolution (ADR) provider. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal: https://webgate.ec.europa.eu/odr.
The Website Terms and Product Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) and any dispute arising out of or in connection with any service or product that we make available on or through the Site shall be governed by and construed in accordance with the laws of England and Wales.
The English courts will have exclusive jurisdiction over any dispute or claim arising out of or in connection with your use of the Site including these Website Terms and Product Terms and their subject matter (including non-contractual disputes or claims).
Our Products, Price and Payment
- Purchase of products
The following sections set out some specific terms and conditions on which we supply goods and services (the "Products") listed on the Site to you. By ordering any of our Products, you agree to be bound by these Product Terms. If you refuse to accept these Product Terms, you will not be able to order any of our Products from the Site. You may also place an order by calling 0845 262 3145. To make the ordering process quicker and easier, please fill out the order form enclosed in your catalogue quoting the PLU codes when you call.
When buying any Products from our Site you agree to be legally bound by:
- these Product Terms;
- our Website Terms and any documents referred to in them;
- specific terms which apply to certain Products. If you want to see these specific terms, please visit the relevant webpage for the Products or click on the link to this page - http://www.nealsyardremedies.com/terms-and-conditions.html at any time during the online checkout process.
You may also place an order by calling 0845 262 3145. To make the ordering process quicker and easier, please fill out the order form enclosed in your catalogue quoting the PLU codes when you call.
We offer a hand wrap gift wrapping service which is charged at: up to 3 items £4.95, up to 6 items £9.95, 7 and above £14.95 - will the gifts be wrapped individually. Gift Wrap consists of a wrapping or tissue, and/or a ribbon, with an optional gift tag with message if chosen by you at the checkout. Please note that some gift wrap / gift tag has the Neal’s Yard Remedies logo on it. You are fully responsible for any material which you compose via our gift messaging service. You guarantee that any gift messages to be sent to a third party by us on your behalf will not contain any obscene, vulgar, rude, racist, threatening or defamatory language which may cause any distress to any person or be unlawful. Neal’s Yard (Natural Remedies) Limited accepts no liability for any gift messages which do not comply with this condition. We reserve the right to remove the service at any time and to refuse to send or display messages entirely at our own discretion without prior notice or liability to you. Gift wrapping is non-refundable.
All these documents form part of this agreement as though set out in full here.
- Nature of the Products
The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the Products:
- are of satisfactory quality;
- are fit for purpose;
- match the description, sample or model; and
- are installed properly (if we install any Products).
We must provide you with Products that comply with your legal rights.
The packaging of the Products may be different from that shown on the Site
While we try to make sure that:
- all weights, sizes and measurements set out on the Site are as accurate as possible, there may be a small tolerance in such weights, sizes and measurements in some Products.
- the colours of our Products are displayed as accurately as possible on the Site, the actual colours that you see on your computer may vary depending on the monitor that you use.
Any Products sold:
- at discount prices;
- as remnants; or
- as substandard;
will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
Products are made available to purchase, subject to availability. If we can’t supply certain Products we may need to substitute them with alternative Products of equal or better standard and value. In this case:
- we will let you know if we intend to do this, but this may not always be possible; and
- you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.
During the expected lifespan of your Product you're entitled to the following:
- up to 30 days: if your Products are faulty, then you can get a refund;
- up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;
- up to six years: if the Products do not last a reasonable length of time, you may be entitled to some money back.
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.
This information summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.
- Local laws
We do not accept any liability arising from any attempt by you to purchase or any subsequent delivery of Products if such action is prohibited or illegal where you are ordering from or having the Products delivered to. Legal advice should be taken in cases of doubt and you shall remain wholly responsible for ensuring that you are permitted to purchase our Products from where you access the Site from and import them.
- Price and payment
The price of any Products will be as quoted on the Site from time to time, except in cases of obvious error.
Prices include VAT but exclude any delivery costs, herbs and books, which will be added to the total amount due. More information about our delivery charges can be found here: www.nealsyardremedies.com/delivery-information.
Unless otherwise stated, promotional codes (including any displayed or offered by third parties) cannot be used against purchases of Cards, E-Vouchers, Courses or Therapies or redeemed against delivery charges.
Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
Despite our best efforts, some of the products listed on the Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product's correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.
We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have confirmed your order or sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.
We will do all that we reasonably can to ensure that all of the information you give us when paying for the Products is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
Payment for all Products must be by credit or debit card, PayPal (mail order only) or using Gift Cards or Loyalty Points. We accept payment by all major credit and debit cards. Except American Express. If you pay by Paypal the payment for the order will be taken immediately. Credit/Debit cards – payment will be taken on despatch of your order.
All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps if required by your card issuer.
If your payment is not received by us and you have already received the Products, you:
- must pay for the Products within 28 days; or
- must return them to us as soon as possible. If so, you must keep the Products in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the Products) and not use them before you return them to us.
If you do not return any Products (such as where you have not paid for them) we may collect the Products from you at your expense. We will try to contact you to let you know if we intend to do this.
Please note that this does not affect your statutory rights.
The price of the Products:
- is in pounds sterling (£)(GBP) or Euros (€)(Euro);
- • includes VAT at the applicable rate; and does not include the cost of delivering the Products (if you want delivery options and costs, visit our webpage http://www.nealsyardremedies.com/terms-and-conditions.html before you place your order:
- WEEE compliance
The UK WEEE Regulations were first introduced in 2007 with the aim of reducing the amount of EEE ending up in landfill. As per the requirements of the Regulations, we finance the recovery and recycling of WEEE when it reaches the end of its life and ensure our EEE products are marked accordingly with a crossed out wheeled bin symbol and a date mark. We also provide information on reuse and environmentally sound treatment of the products.
More information about the WEEE Regulations can be found at www.gov.uk/electrical-and-electronic-equipment-eee-producer-responsibility.
Ordering, Delivery & Returns
Ordering Products from us
Below, we set out how a legally binding contract between you and us is made.
- Your status
To place an order on the Site you must be:
(a) legally capable of entering into binding contracts; and
(b) at least 18 years old, unless a parent or guardian is supervising you placing your order.
You place an order on the Site by using the add to basket button and following the checkout procedure online (or an order by telephone or post where you provide an email address). Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.
After placing an order through our Site (or an order by telephone or post where you provide an email address), you will receive an e-mail from us acknowledging that we have received your order. We will confirm dispatch of your order to you by sending you an e-mail confirming that the Product has been dispatched (the ‘Dispatch Confirmation’).
The contract between us (the ‘Contract’) will only be formed when we take payment from you.
We may decline to accept an order in circumstances including but not limited to:
(a) your payment not being authorised;
(b) you not satisfying the status requirements set out above;
(c) Product(s) ordered not being available from stock and/or suppliers; or
(d) where a pricing or product description error has occurred
(e) you have ordered too many Products.
We reserve the right to cancel orders without prior notice. If we cancel any order, it will be without charge to you and any payment taken for such order will be refunded to you in accordance with our Refund Policy set out below.
- Our refund policy
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your Products, in most cases, you can change your mind and get a full refund.
We will refund the price of the Products, our standard UK delivery and reasonable return costs incurred if you have:
(a) cancelled the Contract in accordance with your legal rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or
(b) returned any unwanted Products to us within 28 days of your order; or
(c) notified us that you do not agree to a change in these Product Terms or in any related policies,
If you don’t have the Despatch Note, we’ll give you a Gift Card or E-Voucher to the value of the most recent selling price.
Any refund due to you will only be made to the same credit or debit card originally used (or in the form of other method of payment) by you to pay for your purchase. Any refund due will be processed no more than 14 days after we receive the Products.
- Effects of cancellation
We may make a deduction from the reimbursement for loss in value of any Products supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
- 14 days after the day we received back from you any Products supplied; or
- (if earlier) 14 days after the day you provide evidence that you have returned the Products; or
- if there were no Products supplied, 14 days after the day on which we are informed about your decision to cancel this contract
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If you have received Products:
- You shall send back the Products or hand them over to us or by contacting Customer Care for our freepost returns address or taking them to your nearest Neal’s Yard Remedies store, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the Products before the period of 14 days has expired.
- you are only liable for any diminished value of the Products resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Products.
- Other Returns
If the Products are faulty, damaged in transport or mis-described, please return the Product and proof of purchase to us as soon as possible: call our Customer Care Line on 01747 834 634 for a free Postage Return Label.
We will examine the returned Product and notify you of your refund via e-mail within a reasonable period. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund for the faulty, damaged or mis-described Product.
Products returned by you because of a fault, damage in transport or mis-described will be refunded in full, including a refund of the delivery charges for sending the item to you.
- Faulty Products
Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:
- visit our webpage: www.nealsyardremedies.com/terms-and-conditions contact us using the contact details at the top of this page; or
- visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06.
Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
Please contact us using the contact details at the top of this page, if you want:
- us to repair the Products;
- us to replace the Products;
- a price reduction; or
- to reject the Products and get a refund.
- Availability and delivery
We aim to fulfil your order by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within a reasonable time of the date of the Dispatch Confirmation, unless there are exceptional circumstances.
We use Parcel Force and Royal Mail to deliver our Products. If you want to see your delivery options, visit our webpage http://www.nealsyardremedies.com/terms-and-conditions.html before you place your order.
The estimated date and time window for delivery of the Products is set out in the Confirmation Email (see clause 1.15.3).
If something happens which:
- is outside of our control; and
- affects the estimated date of delivery;
we will let you have a revised estimated date for delivery of the Products.
Delivery of the Products will take place when we deliver them to the address that you gave to us.
Unless you and we agree otherwise, if we cannot deliver your Products within 30 days, we will:
- let you know;
- cancel your order; and
- give you a refund.
If nobody is available to take delivery, please contact us using the contact details at the top of this page.
You are responsible for the Products when delivery has taken place. In other words, the risk in the Products passes to you when you take possession of the Products.
We do deliver to British Forces Post Office (BFPO) addresses (although please check that you are allowed to send the Products to a BFPO address as some Products are restricted or prohibited).
- Shipping Information
- Parcelforce (except where stated)
- Anytime from 8am - 5.30pm Monday - Friday
- Require a signature on delivery
Parcelforce will send an SMS on the morning of your delivery day to give you delivery options. If you do not respond, Parcelforce will still attempt delivery. If the telephone number you have provided is a landline, this will be received as an automated message.
Should the recipient not be in, the parcel may be taken to the nearest Post Office or a re-delivery attempted the following day.
UK Standard (3 - 5 working days (5 days during promotional periods) Monday - Friday)
- FREE UK standard delivery on all orders over £40
- £4.95 on orders under £40
- £1 Gift Voucher/Card orders (Royal Mail for New Gift Cards launching 2017)
- £3 Single Dried Herb Item (Royal Mail) where applicable.
- Channel Islands - standard delivery charged at £8 (ex VAT).
- £6.95 Orders placed before noon Monday to Thursday will arrive on the next working day before 5.30pm, except certain postcodes. Not including Saturday or Sunday. Orders placed before noon on a Friday will arrive on the following Monday. Excluding Bank Holidays & Channel Islands.
European (Within EEC)
- £11 Please allow up to 14 working days for delivery
International (Outside EEC)
*Shipping update notice*
Dear customer, from the 1st September 2018 we will no longer be shipping to the following countries: Hong Kong including Macao, Nigeria, Mauritius, Saudi Arabia and the US Virgin Islands. We are sorry for any inconvenience caused. Please click here to find your nearest merchandiser/stockist.
- £30 on orders under £500 Please allow up to 14 working days for delivery
- £60 on orders over £500 Please allow up to 14 working days for delivery
Shipping Information: EURO
- Parcelforce (except where stated)
- Anytime from 8am - 5.30pm Monday - Friday
- Require a signature on delivery
Should the recipient not be in, the parcel may be taken to the nearest Post Office or a re-delivery attempted the following day.
UK Standard (3 - 7 working days Monday - Friday)
- FREE UK standard delivery on all orders over €55
- €10.00 Orders placed before noon Monday to Thursday will arrive on the next working day before 5.30pm, except certain postcodes. Click here for more information. Not including Saturday or Sunday. Orders placed before noon on a Friday will arrive on the following Monday. Excluding Bank Holidays.
European (Within EEC)
- €15 (Please allow up to 14 working days for delivery)
International (Outside EEC)
- €42 on orders under €700 Please allow up to 14 working days for delivery
- €84 on orders over €700 Please allow up to 14 working days for delivery
Whilst we do everything we can to ensure customs clearance of your parcel, we advise that you check with your local customs before importing anything into your country that may be stopped or have charges applied at customs. Neal's Yard Remedies will not be liable for charges in the case of your shipment being stopped, charged for or disposed of at customs.
- Import duty
If you order Products from the Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. Please note that you will remain responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
- Reserve & Collect
Your reserved item will be held at your chosen store for 24 hours from the time of your reservation. Your chosen store will email you prior to confirm your reservation.
The price shown on our Site is the maximum amount you will pay in store for the item you have reserved and is reflective of any promotions currently active.
Online promotional prices will be honoured when you pick up your item in store where possible. However, some gift with purchase items are subject to the store’s stock availability.
If unavailable an equivalent to the same value will be offered.
- Risk and title
The Products will be at your risk from the time they are delivered to you. Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
- Prize Draws & Competitions
All prizedraws & competitions have specific terms and conditions which can be referred to on their respective page/s
- Post treatment Discount Card Terms and Conditions - Updated 20th November 2015
*15% off applies in-store on day of treatment only, on presentation of a valid post-treatment discount card. One use per customer. Offer does not apply in other stockists. Excludes previous bookings and sales of Gift Vouchers, Therapies and Courses. No cash or other alternatives. Not to be used in conjunction with any other offer. We reserve the right to withdraw this offer at any time.
All courses except the diploma course must be paid for in one payment to secure the booking.
- Refunds / Rescheduling
4 or more weeks’ notice – We can give a 50% refund or reschedule.
2-4 weeks’ notice – We can give a 25% refund or reschedule.
Less – There is no refund offered. Neal’s Yard Remedies is under no obligation to reschedule your course date.
You can only reschedule once and only to a course that takes place within 12 months of your original booking.
Rescheduling of course dates will incur a £25 course fee.
- Cancellation of course
Occasionally there may not be sufficient numbers of students to allow a training day to proceed, if this happens the following procedure will take place:
- Notice will be given by e-mail and a telephone call at least 7 days before the course start date.
- Students will be given the opportunity to reschedule their course to another date. You can only reschedule once and only to a course that takes place within 12 months of your original booking.
- If there is no convenient date for rescheduling then students will be fully reimbursed.
- Course materials
Please be aware that course materials and take-home products are subject to availability and may differ if certain raw ingredients are out of stock or cannot be sourced.
- Courses discount cards
20% off Neal's Yard Remedies products applies in participating stores on the day of course only, on presentation of a valid discount card. One use per customer. Excludes sales of Gift Vouchers, Therapies and Courses. Not to be used in conjunction with any other offer. No cash or other alternatives.
- Course notes
All training material is owned by Neal’s Yard Remedies. Filming courses, copying, adaptation or other use of all or part of these materials without written permission from Neal’s Yard Remedies is prohibited.
Please make sure to notify us with any relevant illnesses or injuries, any allergies or if you are pregnant as this may affect your suitability to attend certain courses.