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Please read carefully

These Terms were most recently updated in 23rd May 2018.

This page (along with our Privacy Policy and Terms of Website Use) tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you.

These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site. Please note that before placing an order you will be asked to agree to these Terms by ticking the “I Accept the Terms and Conditions” box. Please tick the box if you accept the Terms. If you refuse to accept these Terms, you will not be able to order any Products from our site. You should print a copy of these Terms or save them to your computer for future reference.

We amend these Terms from time to time as set out in clause 8. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time.

These Terms, and any Contract between us, are only in the English language.

1. Information about us

1.1 We operate the website www.manukadoctor.com. We are Manuka Doctor (UK) Limited, a company registered in England and Wales under company number 07731067 and with our registered office at c/o MSP Chartered Accountants, 27-28 Eastcastle Street, London W1W 8DH. Our main trading address is Unit 21 Waterfield Way, Sketchley Lane Industrial Estate, Hinckley, Leicestershire LE10 3ER. Our VAT number is GB122223764.

1.2 For details about how to contact us (whether you are a consumer or a business customer) please refer to clause 14 of these Terms.

2. Our Products

2.1 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.

2.2 The packaging of the Products may vary from that shown on images on our site.

2.3 All Products shown on our site are subject to availability. We will inform you by e-mail as soon as possible if the Product you have ordered is not available and we will not process your order if made.

2.4 Product reviews left on our website are the independent opinions expressed by our customers and are not necessarily representative of Manuka Doctor’s views. Product reviews are collected by a third party on our behalf. For further details on how we use your personal data, please see our Privacy Policy

3. Use of our site

Your use of our site is governed by our Terms of Website Use. Please take the time to read these, as they include important terms which apply to you.

4. How we use your personal information

We only use your personal information in accordance our Privacy Policy. Please take the time to read this, as it includes important terms which apply to you.

The Privacy Policy sets out:

  • What information we collect
  • How we collect the information
  • How we use the information
  • How we share the information

5. If you are a consumer

This clause 5 only applies if you are a consumer.

5.1 If you are a consumer, you may only purchase Products from our site if you are at least 18 years old. If you are under 18 you may only use our site with the involvement of a parent or guardian.

As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

6. How the contract is formed between you and us

6.1 Our shopping pages will guide you through the steps you need to take to place an order with us.

6.2 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

6.3 After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 6.4.

6.4 We will confirm our acceptance to you by sending you an e-mail (Dispatch Confirmation). The Contract between us will only be formed when we send you the Dispatch Confirmation.

6.5 If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on our site as referred to in clause 11.5, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount as soon as possible.

7. Our right to vary these terms

7.1 We amend these Terms from time to time. Please look at the top of this page to see when these Terms were last updated.

7.2 We may revise these Terms from time to time in the following circumstances:
(a) changes in how we accept payment from you; and
(b) changes in relevant laws and regulatory requirements

7.3 Every time you order Products from us, the Terms in force at that time will apply to the Contract between you and us. For the avoidance of doubt we may change the Terms at any time provided that any changes we make do not apply to any order that you have already placed and we have already confirmed by sending you a Dispatch Confirmation.

7.4 Whenever we revise these Terms in accordance with this clause 7, we will keep you informed and give you notice of this by stating that these Terms have been amended and by including the relevant date of amendment at the top of this page.

8. Your consumer right of return and refund

This clause 8 only applies if you are a consumer.

8.1 If you are a consumer, you have a right to cancel a Contract during the period set out below in clause 9.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.

8.2 However, this cancellation right does not apply in the case of:
(a) Products that you have opened and/or used;
(b) perishable goods; and
(c) Products which by reason of their nature cannot be returned.

8.3 Your right to cancel a Contract starts from the date you receive the Dispatch Confirmation, which is when the Contract between us is formed. You have a period of 10 calendar days in which you may cancel, starting from the day you receive the Dispatch Confirmation.

8.4 To cancel a Contract you just need to let us know that you have decided to cancel. In order to initiate a cancellation or a return of product you must inform us in writing by sending an email to customerservices@manukadoctor.co.uk. We will then contact you to discuss this return, authorise it and inform you of the next steps.

8.5 If you cancel your Contract we will:
(a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) refund any delivery costs you have paid, although, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Product, 10 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us;
(ii) if we have despatched the Product to you but you have not received the Product, 10 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us;
(iii) if we have not despatched the Product, to you, 10 days after you inform us of your decision to cancel the Contract.

If you returned the Products to us because they were faulty or mis-described, please see clause 8.6.

8.6 If you have returned the Products to us under this clause 8 because they are faulty or mis-described, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

8.7 We refund you via the payment method used to pay for your order.

8.8 If the Products have been delivered to you:
(a) if authorised you must return the Products to the address given within 10 days of Return authorisation being given;
(b) unless the Products are faulty or not as described (in this case, see clause 8.6), you will be responsible for the cost of returning the Products to us;
(c) you have a obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.

8.9 Details of your legal right to cancel and an explanation of how to exercise it are provided in the Dispatch Confirmation.

9. Delivery

Picking and dispatching of orders is conducted via third party warehouse.

Delivery of orders is conducted via third party couriers.

Currently our courier services are provided by: FedEx Smartpost - this service is a combination of FedEx and the USPS.

For further information on the sharing of personal information during the delivery process please see our Privacy Policy.

In order to complete the delivery of your order we will provide the third party warehouse and courier service with:
(i) Individual’s name and address
(ii) Individual’s email address
(iii) Individual’s phone number
(iv) Individual’s order details

Third party warehouse and couriers are only provided with personal information that is required for delivery and they only retain the personal information for as long as necessary.

9.1 It is your responsibility to enter and check your billing and shipping address when shopping on our website and to ensure that all personal information provided is up to date and accurate.

During the order process you will be provided with the opportunity to review the billing and shipping address.

You can also view saved addresses in the ‘My Account’ section if you have an account.

We will not accept responsibility for orders delivered and received by addresses that have been entered in error.

9.2 We will contact you with an estimated delivery date, which will be within 30 days after the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order). Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 14 for our responsibilities when this happens.

9.3 Delivery will be completed when we deliver the Products to the address you gave us.

9.4 If no one is available at your address to take delivery, we will leave you a note that the Products have been returned to our premises, in which case, please contact us to rearrange delivery.

9.5 The Products will be your responsibility from the completion of delivery.

9.6 You own the Products only once we have received payment in full, including all applicable delivery charges.

9.7 This clause 9.7 only applies if you are a consumer.

If we miss the 30 day delivery deadline for any Products then you may cancel your order straight away if any of the following apply:
(a) we have refused to deliver the Products;
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.

9.8 If you do not wish to cancel your order straight away, or do not have the right to do so under clause 8.6, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.

9.9 If you do choose to cancel your order for late delivery under clause 9.6 or clause 9.7, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled Products and their delivery.

10. Price of products and delivery charges

110.1 The prices of the Products will be as quoted on our site from time to time. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However if we discover an error in the price of Product(s) you ordered, please see clause 12.5 for what happens in this event.

10.2 Prices for our Products may change from time to time, but changes will not affect any order which we have confirmed with a Dispatch Confirmation.

10.3 The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

10.4 The price of a Product does not include delivery charges. Our delivery charges are as quoted on our site. To check relevant delivery charges, please refer to our Delivery page.

10.5 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:
(a) Where the Product's correct price is less than the price stated on our site, we will charge the lower amount when dispatching the Products to you; and
(b) If the Product's correct price is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price.

11. How to pay

11.1 You can only pay for Products using the following payment methods:

  • debit card or credit card
  • PayPal

11.2 Payment for the Products and all applicable delivery charges is in advance. We will charge your debit card or credit card as soon as you click the ‘Order Confirmation’ button on the web site.

11.3 For further information on the collection and use of personal information during the payment process please see our Privacy Policy.

12. Our liability if you are a consumer

This clause 13 only applies if you are a consumer.

12.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract.

12.2 We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.3 We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and
(e) defective products under the Consumer Protection Act 1987.

13. Events outside our control

13.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 14.2.

13.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

13.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
(a) we will contact you as soon as reasonably possible to notify you; and
(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

13.4 You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

14. Communications between us

14.1 When we refer, in these Terms, to "in writing", this will include e-mail.

14.2 If you are a consumer:

(a) To cancel a Contract in accordance with your legal right to do so as set out in clause 8, you should do so in accordance with the provisions set out in clause 8.4.

(b) If you wish to contact us in writing for any other reason, you can send this to us by e-mail at customerservices@manukadoctor.co.uk or by pre-paid post to Manuka Doctor (UK) Limited at Unit 21 Waterfield Way, Sketchley Lane Industrial Estate, Hinckley, Leicestershire LE10 3ER. You can always contact our Customer Services Team on +44(0)1544 895959 (please note this is a United Kingdom phone number and the caller will be charged at their own phone providers call rates).

(c) We recommend that our Website contact form, email address or telephone number is used to contact us rather than sending messages via social media profiles.

Our contact us page can be found here

Our email address is customerservices@manukadoctor.co.uk

Our telephone number is 01455 895959

14.3 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

For further information on the collection of personal information during the communication please see our Privacy Policy.

We will not add your details to our marketing lists unless you have expressed consent to this.

15. Data Protection

For further information on the collection, use and retention of personal information when visiting and using please see our Privacy Policy.

15.1 Processing of personal data will only be undertaken under the measures shown in our Privacy Policy.

15.2 We implement and maintain appropriate technical and organisational measures to protect your personal data. For more information please contact us.

15.3 We will comply with an individual’s rights regarding your personal data.

15.4 We will maintain a written record of all processing activities under your responsibility and will be maintained.

15.5 All employees and sub-contractors are authorised to process personal information and are subject to confidentiality provisions in respect to the disclosure of personal data.

15.6 We will notify you if we are made aware of any material personal data breach.

16. Other important terms

16.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms. We will notify you in writing or by posting on this webpage if this happens.

16.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

16.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.

16.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

16.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

16.6 If you are a consumer, please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

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