DELIVERY, RETURNS & REFUND POLICY

1. DELIVERY

UK Mainland Standard Delivery: £3.95  

Free UK Mainland Shipping on orders over £45 (ex. shipping)

2 – 3 Day Delivery in the UK

Any orders places after 12 pm will be shipped the following day.  

 
1.1 Delivery Addresses

It is important that the full delivery address is entered correctly including the correct postcode. TIANA Fairtrade Organics Ltd cannot be held responsible for orders lost because you provided an incorrect delivery address.

Please Note: If you entered an incorrect delivery address within the UK and your order was dispatched by Courier, they will return your order to us marked as undelivered. In this case, for the order to be dispatched a second time you will be charged for delivery again plus a handling charge 10% of the value of your order.

When placing your order, the shipping charge will show once you confirmed and proceed to the payment section. Please note that parcels sent by Courier will require a signature when delivered.

 1.2. Important Delivery information

We pack our products very carefully using appropriate quantities of packaging material, however, in rare cases it is possible that your order can be damaged in transit. We recommend that you examine your parcel before signing the delivery note. Therefore, once your order has been delivered by our courier company and you have been asked to sign a delivery note, we request that before signing you examine the packaging to see if any items have been damaged. In this case do not accept the delivery and the courier company will return the damaged pack to us, and we will despatch another package to you. If you receive an order that was damage in transit, and you accept the product in damaged packaging then we will be unable to replace your order without the additional charges.

1.3. UK Delivery

When placing your order, the shipping charge will show once you confirmed and proceed to the payment section. Please note that parcels sent by Courier will require a signature when delivered.

All orders will be delivered to you by Courier in two or three working days without ANY extra charge (standard delivery charges will still apply to any items marked in our shop as excluding delivery) and a signature will be required upon delivery. A card should be left by Courier to inform you of an attempt to deliver if you are not at home you should contact the Courier to re-arrange the delivery within the timeframe mentioned on the card. In most cases, we can arrange your delivery at a time that is convenient for you.

Should you fail to be in contact with the courier and re-arrange delivery or collect your order from them within 3 working days they will return your order to us marked undelivered / uncollected. In this case, for the order to be dispatched a second time you will be charged for delivery and a handling charge of 10% of the value of your order.

Please allow up to three working days for delivery of your order to a UK address. Should your order not be received after 5 working days please contact us by e-mail to
[email protected] or call us on +44 (0) 20 8427 1695 so that we will be able to immediately check the status of your order.

We endeavour to despatch all orders within 24 hours, when your order has been despatched, you will receive our e-mail confirming the date of despatch.

 1.4. International Delivery

We welcome our overseas customers and are happy to arrange for delivery to an address outside of the United Kingdom.

Contact us for International Delivery Prices.

Please check any restrictions, duties, taxes and any other fees that are collected from your country before you place the order, TIANA Fairtrade Organics Ltd will not be responsible for any external Duties and Fees. Please check whether the products are legally permitted in your country before you place an order, TIANA Fairtrade Organics Ltd will not be responsible in the event the requested products are retained by foreign customs.

Delivery to addresses outside of the United Kingdom may take up to seven working days from the date of despatch.

Preparing your orders for dispatch we always make every effort that your order will be delivered in perfect condition. To ensure this we use additional wrapping material, strong double wall cartons and all cartons are marked “handle with take care fragile, glass, handle cartons up or down etc.”, but unfortunately, we are not able to accept any responsibility or liability for products that arrived damaged.

 

2. RETURNS AND REFUND POLICY
   
   

The Premium Quality TIANA Fairtrade Organics Product range contains Grocery, Health and Personal Care products which are classified as non-returnable for hygiene reasons.

Due to hygiene reasons TIANA Fairtrade Organics only accepts returns and issue refunds for the following reasons:

• The consumer received a damaged product.
• The consumer dissatisfied with the product received.
  
  

Please note that any TIANA Fairtrade Organics product(s) returned without original documentation will be rejected.

Please note that the returned product(s) must be returned in the same condition in which you received it. It means the returned product(s) must be unopened, unused, undamaged and in their original packaging.

TIANA Returns Department will review your return request before  providing you with a refund. TIANA will deduct the delivery cost as per “The Consumer Rights Act 2015”

If the claim relates to the dissatisfaction of the product, then before providing a consumer with a refund,  this product must be returned for further investigation and analysis to determine if the returned product meets the criteria for a refund.

The returned product(s) must be sent back to the seller within 30 days of the purchase at the address below:

Returns Department
TIANA Fairtrade Organics Ltd
Unit 9, Crystal Way, Harrow, HA1 2HP
United Kingdom

If you received a damaged product, you will be eligible for free return. To receive a free return, please contact TIANA Fairtrade Organics to provide the photographs of the damaged product(s) to return the damaged product(s) to TIANA Returns Department. 

TIANA Returns Department will review your request before providing you with a refund.  TIANA Fairtrade Organics will charge you for return shipping unless your product is eligible for Free Returns.

We recommend that you provide evidence of the damaged product(s) as soon as possible

In rare circumstances, where a return is not received, we recommend you keep the postal receipt as evidence of your postage.

 2.1 Cancellations

Please note that your cancellation can only be accepted prior to dispatch. To cancel order after your order has been dispatched you will need to follow our Returns Procedure.

To cancel an order, you should inform us any time up to seven days of receipt of the order by emailing [email protected]  quoting your order number and we will advise the return address and procedure. The fully intact products unopened, unused and with the seals intact in their original undamaged packaging must be returned to us within 7 days of receipt.

The cost of both original and return postage and packing shall be borne by the customer and deducted from any refund. Refunds will be paid within 30 days of receiving the written notice of cancellation. Your statutory rights are not affected.

2.2  Lost or stolen returned items

We are not responsible for lost or stolen packages. We recommend that you keep proper Proof of Delivery.

2.3  Replacement of Products

If you have requested a replacement for an unwanted or damaged product the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original item(s).

Contact Us

If you have questions or comments, you may contact us at the following: TIANA Fairtrade Organics Ltd, Unit 9 Crystal Way, Harrow, HA1 2HP, UK / Email: [email protected]