Thai Lime and Mango

RETURNS & REFUNDS

If you need to return a product to us, please contact us. We will be happy to advise you how best to proceed.

Please don’t send anything before contacting us, as not every item can be sent through standard post.

Contact us via:

Email: info@relaxandbathe.me

phone +44 (0) 7763 070427

In short

You have a legal right to cancel a contract that starts from the date we confirm your order has been dispatched, which is when the contract between us is formed. If the products have already been delivered to you, you have a period of fourteen days in which you may cancel, starting from the day after the day you receive the products. Days mean calendar days, including weekends and public holidays.

Where you have cancelled a contract and the products have already been delivered to you, you should return them to us as soon as possible and in any event no later than 14 days after the day you inform us of your right to cancel.

Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day on which we receive the returned products, or (if earlier) within 14 calendar days after the day you provide us with evidence that the products were returned to us.

If you are cancelling your order because you’ve changed your mind, please note that you will have to pay the costs for returning the goods if the goods have already been dispatched.

Damaged goods

If the products that you receive are damaged or faulty or do not match the description given at the time of the sale of those products, please ensure you return them to us within 21 days of receiving them. In this case, you will be offered an exchange or a full refund, after we have received the returned products. In the event of damaged or faulty products or products that do not correspond to the description given at the time of sale, we will pay for additional postage costs.

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

Legal Compliance with UK Consumer Laws

The key legislation governing consumer rights in the UK includes:

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (referred to as the "Consumer Contracts Regulations").

Consumer Rights Act 2015.

Your policy seems to address the main legal requirements, but there are a few points that need clarification or improvement:

1. Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations, consumers are entitled to a 14-day "cooling-off period" to cancel a distance contract (such as an online purchase) starting from the day after the goods are received. Your policy correctly reflects this.

Suggested Improvements:

Clarify that certain goods are exempt from the right to cancel. For example, under Regulation 28(3)(a) of the Consumer Contracts Regulations, goods that are sealed for health protection or hygiene reasons and are unsealed after delivery are exempt from the 14-day cancellation right. This could apply to bath bombs or other personal-use products that may not be resellable for hygiene reasons once opened. Include wording such as:

"Please note that certain products are exempt from the right to cancel under the Consumer Contracts Regulations. This includes goods that are sealed for health protection or hygiene purposes and are unsealed after delivery. For example, bath bombs and other personal care products cannot be returned once opened or used."

Specify how consumers should exercise their right to cancel (e.g., via email or phone) and include a model cancellation form (a requirement under the Consumer Contracts Regulations). You can add a statement like:

"If you wish to cancel your order, please contact us via email or phone using the contact details provided. Alternatively”

2. Return Costs for Change of Mind

Your policy states that customers must pay for return postage if they cancel their order after the goods have been dispatched and received. This is compliant with UK law, but you should emphasize that customers are responsible for the cost of returning goods unless the goods are faulty, damaged, or not as described.

Suggested Wording:

Add clarity to avoid misunderstandings:

"If you are cancelling your order because you have changed your mind, you will be responsible for the cost of returning the goods to us. However, if the products are faulty, damaged, or not as described, we will cover the cost of return postage."

3. Non-Returnable Items

You correctly noted that bath bombs dissolve when used, meaning there would be nothing to return. However, this reasoning should be explicitly linked to the exceptions for returning goods under UK law. Specifically, the law allows for restrictions on returns for products that:

Deteriorate quickly or expire soon (Regulation 28(3)(d)).

Have been used, consumed, or are no longer in a resellable condition.

Suggested Addition:

Add a section specifically addressing non-returnable items:

"Please note that some products cannot be returned. This includes:

Goods that are sealed for hygiene or health protection reasons and have been unsealed after delivery.

Bath bombs, fragrances, and similar items that deteriorate quickly, expire soon, or cannot be returned once used.

Custom-made or personalized products.

If you have any questions about whether a product is eligible for return, please contact us before purchasing."

4. Damaged or Faulty Goods

Your policy complies with the Consumer Rights Act 2015, which gives consumers the right to a repair, replacement, or refund for faulty goods. You also state that the company will pay for return postage for faulty goods, which is required by law.

Suggested Improvement:

Add a timeframe for refund processing in cases of damaged or faulty goods (similar to the 14-day timeframe mentioned for cancellations). For example:

"We will process refunds for damaged or faulty goods within 14 calendar days of receiving the returned items."

5. Statutory Rights

You mention that "nothing in these Terms and Conditions affects your statutory rights as a consumer." This is good practice, as it reassures customers that your policy does not override their legal rights. No changes are needed here.