The Consumer Contracts Regulations

The Distance Selling Regulations no longer apply in UK law. The Consumer Contracts Regulations – which came into force in the UK in June 2014 – now apply when buying online follow this link to review these regulations

Delivery Terms and Post out time-scales:

We endeavour to process orders within 72 hours of receiving the order but cannot guarantee this. Typically, most online orders will be processed and posted out within 24hours. We do not ship orders until payment has been received in full.

We aim to get your parcel to you a fast as we are able however we do not offer a guaranteed next day service.

In our shop we quote the price of the goods in the basket plus taxes and any postage and packing fees as relevant. In some instances it is not possible to give a fixed price tariff delivery and so estimates may be provided which only indicate an approximate cost to deliver. If the estimate does not cover the cost of postage we reserve the right to contact you to request payment for the difference in meeting the tariff. In such cases a member of our team will contact you by email to clarify the postage charge and arrange for payment. Staff will offer you the option to cancel your order if you prefer to do so.

We offer standard non tracked Business 48 service by Royal Mail or Optional signed for Courier service (trackable). Deliveries are usually Monday to Friday between 7.30am and 5.30pm.  Delivery options are offered depending upon the weight of the parcel and the location for delivery. We are unable to guarantee a next day delivery service or a specific delivery ‘slot’ on any item. 

We reserve the right to deliver later than expected where adverse weather conditions, mechanical failures or seasonal holidays impact on delivery times.

If (for example due to the value of the goods or the weight of the goods) it is not possible to send out orders by your preferred delivery method we will make our best efforts to find a suitable alternative. Choice of delivery method is always at our discretion.

Where customers ask us to leave their parcel in a safe place or with a neighbour the Customer does so at their own risk and accepts full liability for the item left. No refund will be given in case of loss or damage.

Cost of postage includes a single attempt to deliver your order to the address you suppl. Any attempt at delivery to the address you provide should be accepted as us meeting our obligations for supply.

Payment Terms:

Payment is due in advance and in full on all orders. We accept credit/debit card, paypal or BACs. We reserve the right to withhold ordered goods until confirmation of payment is received.

Amendments

In the ongoing economic climate we have to reserve the right to amend offers, products, prices, discounts, delivery services, special deals, vouchers and coupons without notice.

***BREXIT UPDATE: Due to the fluctuations in the value of Sterling GBP on the international exchange markets it has now become  necessary to amend the price of saWilson’s coffee according to the impact of the exchange rate on us as we import from Canada. We can no longer offer a fixed purchase price for the saWilson’s coffee commencing October 12th 2016 until further notice. We apologise for this uncertainty but it is due to influences outside our control.  ***

Returns policy: (Not trade sales)

If you change your mind about a product you have purchased from us you can send the product back to us and can expect a refund for the cost of the goods unless the item is on our restricted return list or is returned in a condition that affects its resale value. We will refund the basic delivery cost of delivering the goods to you (a refund for an enhanced service will not be refunded). 

We ask that customers exercising this right to change their mind only return the goods if they are in their original condition i.e. UN-USED, with original seals unbroken, with all paperwork and in the original packaging. Please read the notes below for how to return your goods to Manifest Health Ltd.

RESTRICTED RETURN LIST

For reasons of health and hygiene Manifest Health do not accept back items that are on our restricted items list. This list includes enema kits, replacement tubes and catheters. We do not accept returns on these items even when they are still sealed and in their original packaging. No refund will be given for restricted items unless the item was faulty on receipt. We cannot and would not resell these products to other customers once returned as we uphold strict standards of resale on these intimate care products.

How to return your goods:

In the unlikely event that you wish to return a product please follow these guidelines. The guidelines are there to make the returns process straightforward. Please contact the main office by emailing amanda(at)manifesthealth.co.uk before returning any items so a ‘returns form’ and ‘returns process outline’ can be sent to you.

  1. The goods should be returned within 14 working days of receipt (unless otherwise agreed with Manifest Health Limited) un-used, unopened  and in original packaging with full manufacturers instructions or printed notes and paperwork.
  2. Include your name, address, invoice no. and reason for returning the item in writing.
  3. Goods must be packed with sufficient outer packaging to ensure that no damage is caused during return transit. Note: Goods remain the responsibility of the Customer until Manifest Health Limited signs a receiving receipt for them. To this end all goods returned must be returned on a signed for and trackable service to Manifest Health Ltd at 173 Curie Avenue, Harwell, Oxfordshire OX11 0QG UK. Returned goods are posted at the customer’s expense.
  4. Authorised returns of faulty goods must be accompanied by information as in number 2 above and a letter explaining fully the reasons you think they are faulty. If the goods are faulty they will be repaired, replaced or refunded.
  5. For reasons of health, hygiene and the personal security of our staff we cannot accept back enema equipment or catheters unless they are faulty. We cannot and would not resell these products to other customers once returned.
  6. We will refund the basic delivery cost of delivering the goods to you (a refund for an enhanced service will not be refunded).
  7. Typically we do not impose fees or additional charges for returns but we do reserve the right to charge on a case by case basis where there is merit to do so. We reserve the right to make deductions from refunds where goods have been handled more than necessary and this will affect the future resale value.

What if my goods are undelivered?

From time to time goods can go astray. Please contact us if your goods have not arrived within 5 working days of your placing the order. We will let you know how and when the goods were posted out and assist you in finding out where the parcel has got to!

Non-delivery due to incorrect or incomplete address.

Manifest Health cannot be held liable in any way for goods that are undelivered or are delivered to the wrong address if the address supplied to us is incorrect or incomplete. No form of refund can be claimed and no replacement goods will be sent.

What if the address is correct but my goods might be lost in the Royal Mail post?

If you elected to have your pack delivered by Royal Mail we will not be able to track the order within the UK. As your item was posted by Royal Mail you will need to check at the local Royal Mail/Post Office depot after 14 days has passed to see if the undelivered pack is there awaiting collection. We have an expectation that the customer will make their best efforts to assist us in contacting the Royal Mail to arrange to collect their item from the Depot or to arrange for redelivery. Any expenses incurred by you in visiting the Depot are not refundable by Manifest Health. If the pack has still not arrived after 14days contact our offices by email  amanda(at)manifesthealth.co.uk. You are required by the Royal Mail to wait 14 days from the date the order was posted out to you before the Royal Mail/Post Office will accept that they have lost your package, it is at this point that you may make a claim for the lost item. 

Manifest Health reserve the right to resend/not send replacements for lost goods on a case by case basis. Manifest Health reserve the right to refund/not refund lost goods on a case by case basis. In all cases Manifest Health will work with our customers and respect their rights as a consumer.

Courier

If the goods were dispatched by Courier then we can track this for you and find out the status of your goods.

Where delivery is attempted by our nominated courier but is unsuccessful then Manifest Health’s obligations for delivery are deemed complete and we cannot be held liable for any refund against the price of delivery we charged at the time your order was placed.

If you are not at home when the Delivery driver attempts to deliver your goods a card may be left advising you that delivery was attempted and asking you to contact the delivery company to reschedule the delivery. When you contact them you will be given the choice of having the goods redelivered another day, or, the option for you to pick up the goods from the depot where it is held (Any expenses incurred by you in visiting the Depot are not refundable by Manifest Health). We have an expectation that the customer will make their best efforts to assist us in contacting the Courier and arranging for collection of their item from the local depot or to rearrange the delivery of their items. If you do not contact the courier within 24 hours your goods will be returned to Manifest Health and our terms for restocking non delivered items will come into effect. Where Manifest Health incur additional charges from our Couriers for returns we reserve the right to deduct this charge from refunds given to the customer.

Royal Mail

Where delivery is attempted by the Royal Mail but is unsuccessful then Manifest Health’s obligations for delivery are deemed complete and we cannot be held liable for any refund against the price of delivery we charged at the time your order was placed.

If you are not at home when the Postman attempts to deliver your goods a card may be left advising you that delivery was attempted and asking you to contact the Royal Mail. When you contact them you will be given the choice of having the goods redelivered another day, or, the option for you to pick up the goods from the depot where it is held. We have an expectation that the customer will make their best efforts to assist us in contacting the Royal Mail to arrange to collect their item from the Depot or to arrange for redelivery. If you do not contact them within 24 hours your goods will be returned to Manifest Health and our terms for restocking non delivered items will come into effect.

Notes about delivery

From time to time customers give us an address where they may not be when the delivery company attempts to deliver their order:  

Customers are invited to leave us a note about delivery eg ‘leave in garage if not at home’ or ‘leave with neighbour’ that Manifest Health can choose to place on the front of the parcel to help the delivery company. We do not guarantee that the delivery company will follow the request.

If you have added a note to your order giving permission for the delivery company to leave the package without a signature, in a safe place or with someone else or at a specific location that is not your address then Manifest Health cannot accept liability in any way if the pack goes missing, if it is claimed to have not been delivered or if has been delivered and not passed to you. No refund will be given or replacement sent. 

If your item is returned to Manifest Health by the delivery company after a delivery attempt has been made we will offer you the option for it to be resent. We reserve the right to recharge you for postage.

Restocking non-delivered items

When goods are returned to Manifest Health  we will immediately restock the item and refund you the original cost of the goods plus basic delivery charge. Refunds will be actioned within 14 days.  

Privacy policy and security:

The confidentiality and security of your personal information is of paramount importance to Manifest Health Limited. We respect your privacy. We use the information you give us to process your order and provide a quick and convenient service to you in the future. We will keep you up to date on items we feel are of relevance to you. Your credit card transactions are processed by Sagepay or PayPal and payment card details are not held by Manifest Health Limited.

Use of Cookies:

Our website uses “cookies” to collect information. A cookie is a small data file that most major Web sites write to your hard drive for record keeping purposes when you visit them. Without cookies, websites and their servers have no memory. A cookie, like a key, enables swift passage from one place to the next. Without a cookie every time you open a new web page the server where that page is stored will treat you like a completely new visitor.

Websites typically use session cookies to ensure that you are recognised when you move from page to page within one site and that any information you have entered is remembered. For example, if an e-commerce site did not use session cookies then items placed in a shopping basket would disappear by the time you reach the checkout.

Cookies allow Manifest Health Limited to improve your user experience. Manifest Health Limited does not use cookies to retrieve information from your computer that was not originally sent in a cookie. Manifest Health Limited does not use information transferred through cookies for any promotional or marketing purposes, nor is that information shared with any third parties whatsoever.

Who has access to the information we collect?:

We do not sell mailing lists to other companies, or divulge any of your personal details to other companies or individuals, unless it is to comply with legal requirements.

Disclaimer

All the information and every product available from Manifest Health Ltd is provided ‘as is’. Manifest Health Ltd, its related partnerships or corporations, or the partners, agents or employees are not herein engaged in rendering professional services or advice. As such, prior to taking any product or making use of any information we provide we rely upon you to seek professional advice. In no event will Manifest Health Ltd, its related partnerships or corporations, or the partners, agents or employees thereof be liable in any way to you or anyone else for the use of the information or products we make available, or for any decision, event or action taken by you or anyone else in respect of or reliance upon the products or information acquired from Manifest Health Ltd.

Ensure you have consulted your GP or qualified health practitioner before using any product or information from Manifest Health. It makes sense to check.

Don’t forget it makes sense to check the suitability of products or programmes with your Doctor or Health practitioner before use. All the information and products available from Manifest Health Ltd are provided ‘as is’. Manifest Health Ltd, its related partnerships or corporations, or the partners, agents or employees are not herein engaged in rendering professional services or advice. As such, any information or product should not be used as a substitute for consultation with professionals or used without prior consultation with a professional. In no event will Manifest Health Ltd, its related partnerships or corporations, or the partners, agents or employees thereof be liable in any way to you or anyone else for the use of the information or products we make available, or for any decision, event or action taken by you or anyone else in respect of or reliance upon the products or information acquired from Manifest Health Ltd.

If you wish to contact us regarding these terms and conditions please contact:

Manifest Health Ltd
The Innovation Centre
173 Curie Avenue
DIDCOT
Oxfordshire
OX11 0QG

email: customercare(at)manifesthealth.co.uk

web: www.manifesthealth.co.uk

Telephone Preference Service (TPS)

Following a large number of unsolicited ‘cold’ calls to our company using our dedicated order line number we have registered numbers (ending 551 and 888) with the telephone preference service. Manifest Health has  registered with the TPS  service to ensure that unsolicited calls will not be received.  If you call us on either of these numbers then you have broken strict legally binding agreements that have been put in place through the TPS to protect consumers from unsolicited calls. The TPS clearly states the legal obligations of cold calling companies NOT  to call any company that registers numbers with the TPS. Manifest Health has made every effort to ensure that we do not receive unsolicited ‘cold’ calls by placing our numbers on this list, therefore, if you call Manifest Health on these order line numbers please expect a call back from us. Manifest Health  reserves the right to charge you £1.50 for the call taken by our order line operatives and an additional £5.00 penalty for the time it takes to contact you and resolve the situation we have taken legal steps to avoid.  Payment Terms: On presentation.

The Consumer Contracts Regulations

The Distance Selling Regulations no longer apply in UK law. The Consumer Contracts Regulations – which came into force in the UK in June 2014 – now apply when buying online follow this link to review these regulations

E&OE