General
These terms and conditions apply to the use of the Rainbow Wood Farm shop. These terms & conditions also cover our social media sales, emails and any other associated promotional activity.
By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, catalogue, emails or phone.
Before you place an order, if you have any questions relating to these terms and conditions, please contact us on 07812 114 085 Monday to Friday 9am to 6pm or by email on rachel@rainbowwoodfarm.com
Orders
When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions.
When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.
Please note, we may not be able to change/amend or cancel your order once it’s been picked or posted.
All prices on our website, social promotions and emails are shown and charged are in GBP.
After placing an order online, we will provide you with confirmation that your order has been received.
Please note that we will not be able to meet any obligations as a result of the following reasons:
• If the product you ordered is out of stock.
• We are unable to authorise your payment.
• If it is identified that there is a product description or pricing error.
• If customers do not reach any order criteria outlined in the Terms & Conditions.
• If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.
Should there be an issue with your order, we will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email.
Rainbow Wood Farm reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the Rainbow wood farm website.
When placing an order, you will be added to our Catalogue mailing and email list. However, should you wish to not receive mailings, please contact us and we will remove you from our list. You can remove yourself from the Email list by amending your email preferences via the link at the bottom of each email, or through our unsubscribe page.
Once an order has been despatched from our Warehouse, we cannot cancel it, stop it or delay the delivery, nor change the delivery address.
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 3 working days of receiving the parcel.
Debit / Credit card & PayPal Payments
Please note that you will be charged straight away for the whole value of the order. Regrettably, we can not accept cheques.
Deliveries
All delivery charges are a standard £3.99.
Before you finalise and submit your order please ensure the delivery address is correct including the postcode.
Please also check your order confirmation as we will have to charge an additional fee should the parcel be despatched with an incorrect address on.
Contract Cancellation
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call on 07812114085.
You will then need to return the whole order to us, in the original packaging, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment. .
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.
Returns Policy
Goods must be returned to us within 14 days of receipt, undamaged and in their original packaging with the returns slip completed. Please note we may refuse to refund your item(s) if not in the original packaging.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.
Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 10 working days to be processed, please note may take longer during busy periods up to 21 working days.
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us.
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call us or inform us via email. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.
We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team.
Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Rainbow Wood Farm.
Refunds / Replacement
It can take up to 7 working days from the date of your return for your parcel to be delivered back to our storehouse.
We will inspect the returned item and will notify you of your refund or replacement via email.
This is usually done within 10 working days of receiving your return into our storehouse
During busy periods, please allow up to 21 working days for your return to be received and processed.
Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.)
Please contact us on 07812114085 for the payment of the collection. If you wish to receive a replacement, the new item will be despatched once the original product has been received in our storehouse (Subject to availability)
Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.
You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.
Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
