Terms & Conditions

Full Terms and Conditions

The website to which these terms of sale apply and is www.naturalanswers.co.uk.

By clicking on the “place order” button in the order confirmation section of the website when placing your order with us (“Order”) you agree to these terms of sale. If you refuse to accept these terms of sale, you will not be able to complete the checkout process and will not be able to order any product(s) from our website.

We may change these terms of sale at any time by updating this page, although changes will not apply to existing contracts. Please check these terms of sale before confirming your order.

Please note that our terms of sale do not affect other rights granted and permitted by law.

Who we are

We are Natural Answers, a trademark name of E-Stock Limited, a registered company. Our registered office is 4c New Mart Road, Edinburgh, EH14 1RL, United Kingdom. Natural Answers is a registered trademark and the trademark number is UK00003237817.

You can contact us by email at hello@naturalanswers.co.uk.

To purchase from us you must be over 18. We deliver to mainland Britain only. The third-party couriers that we use for delivery depends on the value of the items being shipped and shipping method selected at time of placing your order.

Forming your contract with us

By agreeing to these terms of sale and placing an order with us your contract is formed. A binding legal contract will only be formed if and or when we accept your Order in accordance with the order process set out below.

Once you are ready to make a purchase, click on ‘add to bag’ to add the product you wish to purchase to your bag. You may view, remove or update the items in your bag at any time by selecting ‘view bag’. Then proceed by clicking ‘proceed to checkout’ to log into our secure servers to complete your order.

You will have the option to create an account with us using your email address and you will also be asked to create a password. The security of the password you make must be kept confidential and you must not disclose it or share it with anyone. Should you ever forget your password, you can retrieve a reminder or set a new one by clicking on ‘forgot password’.

If you have already registered with us and created an account you may enter your sign in details to access your account. If you do not already have an account with us and do not wish to set one up right away you can proceed to checkout as a ‘guest’.

You will then be asked to input some details so we may complete your order. You will be asked to fill in your billing address. The billing address that you enter must be an exact match to the address that the payment card is registered to, however you can select a different delivery name and address for us to send your order to.

You will then be asked to input your payment card details using your preferred method of payment, Stripe or Paypal. By clicking on the “place order” button you consent to the terms of sale.

It is your responsibility to ensure that your order is correct before submitting it to us. If you have any problems with your order, please do so by email to hello@naturalanswers, and one of our team members will aim to help.

After confirming your order, you will be sent a series of automated service emails:

We will send you an email to acknowledge that we have received your Order “Confirmation”. This will be sent by us to the email address you used when you placed the Order. At this point we will process the payment details you have given to us to take payment for your Order.

After sending you this first email we will check to make sure we are able to fulfil your Order. If we are able you will receive a second email from us confirming and accepting your order “Order Despatched”, this email confirms that what you have ordered is in stock and we are able to fulfil your order.

The second email confirms dispatch of the product(s) to the delivery address you have requested and provides you a link to the selected third-party courier site where you may track your order as it makes its way to you. Again, this email is sent to the address you gave us when placing your order.

At this point we will notify you of any products that you have ordered are not available. In the unlikely event that you have been able to place an order for something which is not available we will refund you for these missing items.

The order confirmation and order despatch confirmation emails and all subsequent emails thereafter relating to your order will contain an identifying number “Order ID” for your order. You should make a note of your order number because we may ask you to reference it in any subsequent communications we may have with you as it will help us to identify you and your order information and assist you as quickly as possible.

You should check all emails for correctness and let us know as soon as possible if there are any errors. Your order will be accepted by us when we send the despatch confirmation to you confirming and accepting your order and dispatch of the product(s) and at this point the contract between us “contract” is formed. Ownership of the product(s) will then transfer to you on delivery.

Prices

When you confirm and submit your order, you are offering to buy the product(s) at the price set out in the Order. Prices displayed on the website are subject to change at any time. You will be charged the price displayed at the time of placing your order.

If you discover you have made a mistake with your order please send an email as soon as possible to hello@naturalanswers.co.uk.

Please ensure your order and the details you have provided are all correct. Please note that we are unable to rectify mistakes after your order has been placed, although you still have the right to cancel as described below.

Payment

The prices indicated on our website are always displayed in pounds sterling (GBP). Prices that are displayed throughout the website and checkout include all taxes, including taxes, which may be payable in respect of the Product(s) and delivery charges.

All payments must be made at the time of dispatch of the product(s) to you. Payment for all product(s) must be by credit or debit card. We accept payment by most major debit and credit cards from customers in 135+ currencies and payments made by PayPal. If we are unable to accept your order for any reason then we will, at our discretion, either not debit your card or refund any money paid by you in respect of that order. We will not dispatch the product(s) until we receive payment in full.

The prices on our website are liable to change at any time, but changes will not affect orders which we have already confirmed by us as described above.

We accept payment for orders by Maestro, MasterCard, Visa, Visa Debit, American Express, Solo, Electron, PayPal, Giropay, SEPA Direct Debit, Alipay, iDEAL, and Bancontact, SOFORT.
For payment by card, all credit and debit cardholders and bank/building society account holders respectively may be subject to additional authorisation and authentication checks as set out by their supplier. If the issuer of your payment card or our service provider refuses to, or does not for any reason authorise or validate the payment, we will not be liable in these circumstances for any delay or non-delivery in respect of the product(s) which you have ordered as a result. We will subsequently not be held liable for any additional processing or administration fees applied by your bank or payment card service, as a result.
By providing the relevant information to us, you explicitly authorise us to obtain and communicate information about you from third parties from time to time, including but not limited to your name, address, telephone number, debit or credit card details or credit reports, to authenticate your identity and delivery address for the product(s), validate your payment card and obtain initial authorisations for your payments for product(s), protect us and you from fraud and to enable us to successfully deliver your order.

Delivery & Availability

We aim to deliver product(s) to you, to the delivery address you have requested in your order within the time set out in in the selected shipping method but we cannot give an exact delivery date or time. Changes to delivery address cannot be made after your Order has been placed.

Order cut off times may be amended from time to time by us or our third party couriers. Busy periods, like sales, may affect delivery times. On occasion there may be unforeseen circumstances which may result in the extension of delivery periods, such as adverse weather or technology updates. We do not deliver on public holidays.

If you have not received any service communications from us about your order as set out above your order may not have been accepted by us, in this event, please contact us at hello@naturalanswers.co.uk.

Returning Unwanted or Defected Product(s)

After receiving your product, if you are not happy with your purchase you may return the product to us for a refund as set out below:

Please complete the returns form on your delivery note and return it with the item(s) you wish to return.

You should inspect the product(s) when you receive your order for defects or damage. Be careful that you do not remove or damage any seal or packaging or you will not be able to return your product(s). You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

If you find a defect or damage and you are not happy with your purchase you must tell us as soon as possible by writing to us at hello@naturalanswers.co.uk or writing us to at Natural Answers, 4c New Mart Road, Edinburgh, EH14 1RL, United Kingdom.

If the product(s) are found to be damaged prior to delivery to you, or defective (through no fault of your own), we will replace the product(s) or refund the price paid by you, you will have 14 days to return the good to us. Upon receipt and inspection, if we deem goods in an acceptable condition for resale, you may be eligible for a refund of the value paid, including any delivery charges you paid either when ordering the Product (if you are being given a refund) or returning the item to us, provided you have not used or damaged the product(s). If you would prefer a replacement of the product(s) please contact us and we will replace the item at no extra charge to you where this is reasonably practicable.

If the Product(s) are found to have been damaged after delivery to you, we will contact you to let you know and discuss this with you. It is your responsibility to arrange collection of any unauthorised returns from our premises, for example Products which have been returned because they were defective but which are subsequently found not to be defective, or found to have been damaged by you. Accordingly, we reserve the right to return these Products to you at your cost. We will be unable to refund any delivery charges you paid either when ordering the product or returning the item to us.

Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please allow for 14 days for a refund to appear in your account.

You will have 28 days for the day you received your order to return any unwanted or defected goods.

Liability

These terms of sale do not exclude our liability (if any) to you for: personal injury or death resulting from our negligence, fraud, or any matter which it would be illegal for us to exclude or attempt to exclude our liability.

We are only liable to you for losses which you suffer as a result of a breach of these terms of sale by us. However, we are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, when accessing our website, including but not limited to: any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, loss profits, loss of data or other intangibles, damage to business or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this website or the linked sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise.

Subject to the paragraph above, we are not responsible for any delay in, or failure of, performance of our obligations under these terms of sale arising from any unforeseeable cause or causes which are beyond our reasonable control, including but not limited to: act of God, governmental act, war, fire, flood, explosion or civil commotion, failure in information technology or telecommunications services, failure of a third party (including failure to supply data) and or industrial action.

Although we attempt to accurately display items on the website the material displayed is provided without any assurances, conditions or warranties as to its accuracy. We do not guarantee that this website will be compatible with all or any hardware and software which you may use to access or view the website.

We will take all reasonable care to ensure that all details, images and descriptions of products are correct at the time that the information is first put onto our website. We may update or change images or edit descriptions from time to time to improve the accuracy of display and explanation. We try to edit and display our photos to show the samples as life-like as possible, the actual colour may vary slightly monitor to monitor, colours of actual products may differ from those in images and this is a product of our photographic process. We cannot guarantee that the colour you see accurately portrays the true colour of the product.

You agree to indemnify, defend and hold harmless Natural Answers, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use this website or your breach of these terms.

Please note that nothing contained in these terms of sale in any way affects your statutory rights or rights you may be entitled to by law.

Your Right to Cancel

As an individual consumer (i.e. you are not purchasing either wholly or in part for your business or you are not a business) you have the right, in addition to your other rights, to cancel the contract (other than for products which we have specified as non-returnable) and receive a refund from us, including any delivery charges you paid when ordering the Product.

You are required to confirm cancellation of your contract with us in writing either by e-mail or post. You must inform us in writing at Natural Answers, 4c New Mart Road, Edinburgh, EH14 1DA, United Kingdom or by email at hello@naturalanswers.co.uk if you wish to cancel within fourteen (14) working days, starting on the day after the product(s) are delivered to you.

If you choose to cancel then you must return the product(s) to us at your cost and risk and we advise you to ensure the product(s) are adequately insured during the return journey by recorded mail. You must ensure that you take reasonable care of the product(s) including any original packaging supplied with the product(s) if any. If you chose to cancel your contract you must also return any items received with your purchase such as items part of an offer or free items including gifts.

Please inspect items carefully and do not break or remove seals that make up the packaging. As set out in the “Returning Product(s)” section above, you have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
If you have not returned the product(s) within 14 days of cancellation or when requested by us to do so, whichever occurs first, we may arrange a collection of the product(s) from you at your cost and we will not refund any payment.

Refunds will be made by re-crediting your payment card account from which the money was originally debited.

All refunds will be made within 30 working days either: (where the product(s) have not been delivered) the date of our confirmation by email to you that your order has been cancelled; or (where products have been delivered to you) of our receipt of the products you have returned to us.

Other Information

The contract and all communications between us will be conducted in the English language.

We advise you to print a copy of these terms for your information. These terms of sale constitute the entire agreement between us as to your purchase of the product(s) and shall supersede any prior agreement or representation.

If any provision of these terms of sale is found to be invalid or unenforceable by a court, it will be deleted but the rest of these terms of sale shall remain unaffected and enforceable.
No delay or failure by us to exercise any powers, rights or remedies under these terms will operate or be shall be accepted as a waiver of them, nor will any single or partial exercise of any such powers, rights or remedies prevent any other or further exercise of them.

A person who is not a party to a contract governing the terms of sale between you and us is not entitled to enforce any of its terms under the contracts (Rights of Third Parties) Act 1999 except where these Terms of Sale expressly provide for such rights.

Terms of Use

Website Terms

www.naturalanswers.co.uk “website” is a site which is operated as a registered trading name of E-Stock Limited, 4c New Mart Road, Edinburgh, EH14 1RL (and as referred to throughout as “we”, “us”, “our”). You can contact us by email at hello@naturalanswers.co.uk.
Your use of this website is subject to these Website terms of use (“Terms of Use”), which tell you the basis on which you may make use of and interact with our website.

Your purchase of products which we supply to you through this Website is subject to the website terms of sale as outlined above (“Terms of Sale”).

Terms “Terms” refers both to terms of sale and terms of use and any of its associated policies as outlined throughout and hereby referred to throughout.

Please read these terms of use carefully. Together with our privacy policy and our terms of sale, they govern our relationship and contract with you in relation to this website. If you have any questions about them or do not wish to accept them, please contact customer help at hello@naturalanswers.co.uk before continuing.

You can also write to us at the following address:

Natural Answers,
4c New Mart Road
,
Edinburgh
,
EH14 1RL
,
United Kingdom.

We may change these terms of use at any time by updating this page. You should check this page from time to time to review these terms to ensure you are happy with any changes. Using or accessing this Website indicates your acceptance of these terms of use. If you do not accept these terms of use, please do not continue to use this website.

Intellectual Property

We have made this website available to you for your non-commercial, personal use. We may modify, withdraw or deny access to this website at any time and without notice.
We may withdraw or deny access to this website at any time in relation to a user who breaches any of the terms contained in these terms of use.

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures (for example, when setting up an account with us) you must keep this safe and treat such information as strictly confidential, and you must not disclose it to any third party.

This website and all contents including, but not limited to: all text, software, software, trademarks, logos, designs, images and photographs, written materials and any other form of material (“Website Content”) is owned by us or licensed to us by third parties.
The copyright and all other intellectual property rights in all website content is owned by us or our licensors. Any rights or licences of the website content not expressly granted by the terms of use are reserved respectively by us or our licensors.

Except as set out in the terms of use your use of the website content without expressed written permission of the website content owner is strictly prohibited.

You may print off one copy, and may download extracts, of any page from this website for non-commercial, personal use provided you have our prior written permission; Our copyright and trade mark notices appear in all copies and you acknowledge this website as the source of the material; and the person to whom you providing these materials are made aware of these restrictions.

You must not use, transfer, copy or reproduce any part of the website, website content, or its source HTML code in whole or in part, in any form or by any means, electronic, mechanical or otherwise, except for the sole purpose of viewing its content. This includes electronic reproduction by uploading or downloading.

You must not use the website for any purpose or in any way that is prohibited by these Terms or is otherwise unlawful. We reserve the right to take any action we deem appropriate to protect our rights.

We may link to other websites which are not within our control, (for example, links to our social media accounts). We are not responsible for these websites in any way. It is your responsibility to check the terms and conditions and privacy policy on any other website which you visit.

You may not link to this website unless you have been granted written permission to do so.

Please note that nothing contained in these terms of sale in any way affects your statutory rights or rights you may be entitled to by law.