The Botanist: Customer Service & Returns Policy
Delivery and Returns
The global online distillery shop that sits within the www.thebotanist.com website, is operated by Mail Marketing (UK) Limited (“we”). We are registered in Scotland under company number SC171868 and with our registered office at 42 Methil Street, Glasgow, Scotland G14 0SZ.
The goods purchased by you will be despatched to you by the method of delivery taking into account the day of your order as follows:
UK - up to 7 working days
EU – up to 14 working days
R.O.W – 14 to 20 working days
Deliveries are made during business hours on Monday to Friday; to ensure prompt delivery someone must be present to sign for the parcel. If no-one is available to sign for the parcel, our delivery company will leave a contact card with instructions for customer to call their local depot. If the customer does not then call their local depot, the parcel is returned to us after a week – the cost of which will be passed on to the customer. If the parcel is returned to us and you do not wish us to re-send it, only the cost of the product minus the initial delivery charge and the return charge will be refunded. To re-send the parcel will incur a further delivery charge. Please contact the local depot / post office as soon as a card is received to re-arrange delivery or collection.
Products ordered will be at your risk from the time of delivery. Ownership of Products will only pass to you when we receive full payment of all sums due, including delivery charges.
If the customer does give permission to the courier for the order parcel to be left in a safe place, The Botanist will not be liable in the event the parcel goes missing and cannot be located. The Botanist will not be able to refund or replace the order.
The courier appointed by The Botanist and Mail Marketing is non-negotiable.
For further information on shipping, including the countries that we ship to and any restrictions on the products available, please refer to our separate Shipping Information page.
RETURNS, REFUNDS AND REPLACEMENTS
You may cancel a Contract at any time within 14 working days after you received the Products. In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 8 below). To cancel a Contract, you must inform us in writing. You must also return the Product(s) to us immediately, in the same condition and packaging in which you received them, and at your own cost and risk. 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 wish to return Products which are not faulty, please contact us on: firstname.lastname@example.org with details of your order within 14 days of delivery of the goods.
Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, contain the relevant paperwork and be adequately packed to avoid any possible damage. The cost and risk of returning the product is the responsibility of the customer and a proof of delivery service must be used.
We will provide a refund or provide a replacement for any Products received damaged or faulty provided we are notified within 3 working days of receipt. Upon receipt of your order, the order should be carefully inspected to make sure that it is intact and in full.
The courier must be informed of breakages or shortages at the time of delivery. We may not (at our sole discretion) accept any claims for breakages or shortages unless they are stated on the courier’s documentation. We must have confirmation of these breakages or shortages within 3 working days of delivery. Photographic evidence is required by our carrier company if an item has been damaged during transit.