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Terms of service

WEBSITE TERMS AND TERMS & CONDITIONS FOR ONLINE SALES

OVERVIEW

This website/ our online store is operated by Katoa Botanicals LTD. Throughout the website (or “site”), the terms “we”, “us” and “our” refer to Katoa Botanicals LTD. We are registered in England and Wales under company number 14857913 and have our registered office at 39 High Street, Orpington, England, BR6 0JE.

Our online store/site is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products to you.

Our website, including all information, tools and products, is made available to you, the user, conditional upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you agree to be bound by the following terms and conditions as applicable to you (“Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink, and you will have entered into a contract with us. These Terms (to the extent applicable) apply to all users of the site.

Please read these Terms carefully before using our website and/or purchasing any products from our site. If you do not agree to all of these Terms, then you may not access the website or purchase any products.

Any new features or tools which are added to the current store shall also be subject to the Terms. You can review the most current version of the Terms at any time on our site [www.katoabotanicals.com] and which will apply to you. We reserve the right to update, change or replace any part of these Terms by posting updates and/or changes to our website notifying you of such change. Your continued use of or access to the website following the posting of any changes via our site constitutes acceptance of those changes. 

The headings used in these Terms are included for convenience only and will not limit or otherwise affect how such Terms are construed.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms, you represent that you are at least 18 years old.

Our site is directed to people residing in the United Kingdom. We do not represent that the content and products available on or through our site are appropriate for use or available in other locations.

You may not use our site for any illegal or unauthorised purpose.

You must not transmit any worms or viruses or any code of a destructive nature.

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our site or any services provided via, or in relation to, our site for any purpose. The provisions in this clause should be treated as an express reservation of our rights in this regard, including for the purposes of Article 4(3) of the Digital Copyright Directive ((EU) 2019/790). This clause will not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.

We reserve the right to refuse access to and use of the site to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over our networks.

You may not reproduce, duplicate, copy, sell, resell, link to, make use of any content or exploit any portion of the site or any products purchased via this site without express written permission by us. If you wish to link to or make any use of content on our site, please contact us via the contact information below.

SECTION 2 - WHERE TO FIND INFORMATION ABOUT US AND OUR PRODUCTS

You can find everything you need to know about us and our products on our online store/site or from our customer service team (see the ‘Contact Information’ section 26) before you order. The product descriptions found on our site [www.katoabotanicals.com] do not constitute binding offers on our part, and are for illustration purposes only. 

SECTION 3 – HOW TO MAKE AN ORDER AND PRICE

Once you have selected the products you have chosen, the order information page will be displayed, you then need to click ‘checkout’ to fill in the relevant details of your order (such as delivery address, billing information and contact details), select your delivery method (which will show you the costs of delivery and the estimated delivery date(s) depending on the delivery address), and once completed, you can click the ‘place order’ button to finalise the order process. At this point you submit a legally binding offer to purchase the products contained in the virtual basket. Once we accept your order, we will confirm this by email and we will then process and ship your order to your selected delivery address via the delivery method you selected during the order process. We will charge you when we accept your order.

It is your responsibility to ensure that all your personal details and all the order information is correct before you submit an offer to purchase.  In addition, provided you have created a customer account in the online shop prior to submitting your order, this information will be stored on the site and can be accessed by you logging into your password-protected customer account.

When you place an order for products via our site, the price including VAT will be stated on the order information page.  The delivery options and delivery costs are identified at this stage.

Payments for online orders via our site can be made by credit card or debit card via Shopify’s payment gateway provider [insert details].

If the supply of the products is delayed by an event outside our control, we will let you know – please see section 19 ‘We are not responsible for delays outside of our control’ for more information.

SECTION 4 – DELIVERY

Any dates specified for delivery are estimates only. We use third party couriers and postal services to deliver the products to you, such as Royal Mail.

We will try to meet all delivery dates but sometimes there may be delays, for example, because of postal/carrier delays or logistics issues. Please read section 19 ‘We are not responsible for delays outside of our control’ for more information about delivery delays outside of our control.

SECTION 5 - SOMETIMES WE REJECT ORDERS AND/OR LIMIT SUPPLY

We reserve the right to refuse any order you place with us, for example, because a product is unexpectedly out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we cannot verify your age (as use of this site is age-restricted), because you are located outside the United Kingdom or because we have identified an error in the price or description of the product. When this happens, we shall let you know as soon as possible and refund any sums you have paid.

We may, in our sole discretion, also limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we will notify you by contacting the e-mail and/or billing address/phone number you provided at the time the order was made.

We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

SECTION 6 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

Although we make reasonable efforts to update the information on our site, we make no guarantee that information made available on this site is accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. You must obtain professional or specialist advice before taking, or refraining from taking, any action on the basis of the content on our site. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only.

SECTION 7 - MODIFICATIONS TO THE PRODUCTS AND PRICES AND OUR RIGHTS TO SUSPEND SUPPLY

Before you place your order with us, prices for our products are subject to change without notice.

Before you place your order with us, we reserve the right at any time to, and without notice to you, to:

  • modify or discontinue any products (or any part thereof); and  
  • change a product to reflect changes in relevant laws and regulatory requirements,

Once you place your order with us but before we have dispatched a product to you, we may suspend the supply of such product and/or make changes to the product, in order to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product as requested by you or notified by us to you.

We shall only be permitted to make any of the above changes to the product if the changes will not affect your use of the products.

We shall contact you in advance to tell you we are suspending supply unless the problem is urgent or an emergency. If we suspend supply of the product we shall adjust the price so you do not pay for it while its suspended. If we suspend supply, or tell you we are going to suspend supply, you can contact our customer service team as set out in section 26 ‘Contact Information’ to end the contract and we will refund any sums you have paid in advance for products you have not yet received.

If you have placed an order with us and we have suspended the supply of a product and/or made a change to the product because of the reasons as set out above, we shall not be liable to you or to any third-party for any such modification or suspension of any affected products (unless due to our own error).

SECTION 8 – SOMETIMES PRODUCTS VARY SLIGHTLY FROM THEIR PICTURES AND SPECIFICATIONS

The images of the products on our site are for illustrative purposes only. Whilst we have made every reasonable effort to display as accurately as possible the colours and images of our products that appear in our store, we cannot guarantee that the colours displayed by your device will be accurate. Your product may vary slightly from those images and the packaging may be different.

All descriptions of products or product pricing are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product at any time.

We do not warrant that the quality of any products, information, or other material purchased or obtained by you will meet your expectations.

SECTION 9 – DELIVERY AND RISK

Your products will be delivered to the delivery address as set out in the order form (or to such other address agreed with us).

A product shall become your responsibility from the time it is delivered to you.

SECTION 10 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more details, please review our Refund/Cancellation Policy [https://www.katoabotanicals.com/policies/refund-policy].

SECTION 11 - OPTIONAL TOOLS

We may provide you with access to third-party tools via our site over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new features through the website (including the release of new tools and resources). Such new features shall also be subject to these Terms.

SECTION 12 - THIRD-PARTY LINKS

Certain content and products available via our site may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 13 - FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of our site or any related website. You may not use a false e mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 14 - PERSONAL INFORMATION

How we use any of your personal data collected via your use of the site and/or your submission of personal information through the store is governed by our Privacy Policy, which can be viewed here:

SECTION 15 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the site or on any related website is inaccurate at any time without prior notice (including after you have submitted your order but before we have accepted your order).

SECTION 16 - PROHIBITED USES OF THE SITE

In addition to other prohibitions as set forth in the Terms, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the site or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the site or any related website, other websites, or the Internet. We reserve the right to terminate your use of the site or any related website for violating any of the prohibited uses.

SECTION 17 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY IN RESPECT OF YOUR USE OF THE SITE AND OUR PRODUCTS

Losses we don’t limit or exclude. Nothing in these Terms shall limit or exclude our liability for:

  • death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
  • fraud or fraudulent misrepresentation;
  • breach of the terms implied by section 12 of the Sale of Goods Act 1979;
  • defective products under the Consumer Protection Act 1987; or
  • any matter in respect of which it would be unlawful for us to exclude or restrict liability

Disclaimer of warranties and limitation of liability in respect of your use of the site (other than in respect of the use of products which is set out below)

We do not guarantee, represent or warrant that your use of our site will be uninterrupted, timely, secure or error-free.

You agree that from time to time we may remove the site for indefinite periods of time or cancel the site at any time, without notice to you.

You expressly agree that your use of, or inability to use, the site is at your sole risk. Except as expressly stated by us the site is provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall we or our officers, affiliates, agents, contractors, suppliers, site providers or licensors be liable for any injury, loss, claim, or any direct damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of the site, or for any other claim related in any way to your use of the site, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the site or any content posted, transmitted, or otherwise made available via the site, even if advised of their possibility.

Disclaimer of warranties and limitation of liability in respect of your use of the products

We are responsible to you for foreseeable loss and damage caused by us. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time an order was accepted both we and you knew it might happen, for example, if you discussed it with us during the sales process. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill but we not responsible for any loss or damage that is (except in respect of the losses described in ‘Losses we don’t limit or exclude’):

  • Not foreseeable/unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in section 19 “We are not responsible for delays outside of our control”.
  • Avoidable. Something you could have avoided by taking reasonable action.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. We only supply the products via the site for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

SECTION 18 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless Katoa Botanicals and our affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors and suppliers, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms in respect of your use of the site and/or any content you upload to the site and/or reviews you make on the site or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 19 – WE ARE NOT RESPONSIBLE FOR DELAYS OUTSIDE OF OUR CONTROL

We are not responsible for delivery delays outside our control. If the supply/delivery of the product is delayed by an event outside our control, we/our courier will contact you as soon as possible to let you know. We/our courier will keep you updated as much as possible and you should be able to track your parcel’s progress. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact our customer services team as set out in the ‘Contact Information’ section 26 to end the contract and receive a refund for any products you have paid for in advance, but not received.

SECTION 20 – OTHER IMPORTANT TERMS

If a court invalidates some of the provisions of our contract with you, the rest of it will still apply. In the event that any provision of these Terms is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms, and such determination shall not affect the validity and enforceability of any other remaining provisions.

We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you're unhappy with the transfer you can contact our customer service team via the ‘Contact Information’ details set out in section 26 below to end the contract with us and we will refund any payments you've made in advance for products not provided.

You can only transfer a contract with us to someone else if we agree to this.

Nobody else has any rights under these Terms. These Terms are between you and us. Nobody else can enforce the contract and neither of us will need to ask anybody else to sign-off on ending or changing the contract.

Even if we delay in enforcing this contract, we can still enforce it later. The failure of us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

SECTION 21 –  YOUR RIGHT TO CANCEL AND RETURNS

If you are a consumer and you bought online, you have a legal right to change your mind and cancel your contract with us. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid, including the delivery costs. This is subject to some conditions, as set out in our returns/cancellation policy here.

How to let us know you wish to cancel your contract with us. To let us know you want to change your mind and cancel your order with us, please contact our customer service team via the contact details as set out in the ‘Contact Information’ section 26 below by either using the model cancellation form set out in the cancellation/returns policy here and sending us a copy of the filled in form, or you can otherwise give us a clear statement setting out your decision to cancel your order via email at info@katoabotanicals.com.

SECTION 22 – OUR RIGHTS TO CANCEL

If in our sole judgment (acting reasonably) you fail, or we suspect that you have failed, to comply with any term or provision of these Terms, we also may terminate this contract at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our site (or any part thereof).

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

  • you do not make any payment to us when it is due and you still do not make payment within 7 days of our reminding you that payment is due;
  • you do not, within a reasonable time of us asking for it, provide us with the information that is necessary to provide the product, for example, correct delivery address and/or payment information; and/or
  • you do not, within a reasonable time, allow us to deliver the product to you.

If we end the contract for one of these reasons we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of us having to break the contract.

SECTION 23 –YOUR RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT

Please inspect your order upon receipt and contact us immediately via the ‘Contact Information’ section below if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. This may include requesting that you return any defective products back to us (we will provide you with a return label). Depending on the circumstances, we will either refund you or send you a replacement product and pay for the costs of postage.

Your rights and remedies. We honour our legal duty to provide you with products that are as described to you on our site and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights: As the products you purchase  for example, a face cream or face wash, are considered as ‘goods’ the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days from date of purchase: if your goods are faulty, then you can get a refund.
  • Up to six months from date of purchase: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
  • Up to six years from date of purchase: if your goods do not last a reasonable length of time you may be entitled to some money back.

SECTION 24 -  COMPLAINTS

Our customer service team (who can be accessed via the contact details as set out in the ‘Contact Information’ at section 26 below) will do their best to resolve any problems you have with us or our products as per our complaints policy: [insert link to complaints policy].

SECTION 25 - GOVERNING LAW

These Terms shall be governed by and construed in accordance with the laws of England and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

SECTION 26 - CONTACT INFORMATION

If you have any questions about these Terms and/or any other questions that you have in relation to this site and/or any products, please contact us via email  at info@katoaboanicals.com. 

RETURNS/CANCELLATION POLICY

This returns/cancellation policy is to be read in conjunction with our website terms and terms & conditions for online sales here. For a summary of your cancellation rights, please read Annex 1, ‘Instructions for cancellation’. To let us know that you want to cancel your order with us, please contact our customer service team as set out in the ‘Contact Information’ section below.

Your rights before a product has been dispatched to you. If you want to end your contract with us before the product is delivered to you and where we are not at fault and you have changed your mind about your purchase with us, contact our customer service team as set out in the ‘Contact Information’ section below to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided.

Your rights after a product has been dispatched to you. To be eligible for a return, your item must be in the same condition that you received it, unopened/unsealed and unused and in its original packaging. Please see the ‘refunds’ section below for more information. You’ll also need to keep the receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the products at all or within a reasonable time, we may not be able to refund you the price of the product/delivery.

Returns are at your own cost

Unless we offered free returns when you bought the product. We don't refund any extra you have paid for express delivery or delivery at a particular time. 

You have to return the products to us within 14 days of your telling us you have changed your mind.

To start a return if you wish to cancel your contract with us, you can contact us at info@katoabotanicals.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@katoabotanicals.com.

Exceptions / non-returnable items – when you cannot change your mind about cancelling your contract with us

Certain types of products cannot be returned, like custom products (such as special orders or personalized items) and certain of our cosmetic products that have been opened and/or used for hygiene purposes, or sealed for health protection or hygiene purposes, once these have been unsealed and/or used after you receive them. This means you cannot change your mind about your order and receive a refund. Please get in touch with us via the ‘Contact Information’ below if you have questions or concerns about your specific product.

The deadline for changing your mind/cancelling the contract

You have the right to cancel or return your order no later than 14 days after the date the products were delivered to you, for any reason and without justification. As above, your products must be in the same condition that you received it, unopened/sealed, unused and in its original packaging.

If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

Please get in touch with us via the ‘Contact Information’ below if you have questions.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We only refund standard delivery costs. We do not refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have opened, used and/or damaged a product. If you handle the product in a way which is not acceptable, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not "as new". In some cases, no refund may be due if you have opened and/or used the product due to health protection or hygiene purposes.  Contact our customer service team as set out in the ‘Contact Information’ section of the Terms who can advise you on whether we are likely to reduce your refund.

When and how we refund you. If your products have not been delivered, we refund you as soon as possible and within 10 business days of you telling us you have changed your mind. If you are sending products back to us, we will notify you once we’ve received and inspected your products on return (or receiving evidence you have sent the products to us), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. We do not charge a fee for the refund. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@katoabotanicals.com

CONTACT INFORMATION

To let us know you want to change your mind and cancel your contract with us, contact our customer service team by either using the model cancellation form set out the end of this cancellation/returns policy at the end of Annex A and sending us a copy of the filled in form to either of the address set out below, or you can otherwise give us a clear statement setting out your decision to cancel your order via email to info@katoabotanicals.com.

If you want to cancel your order with us, or have any questions about our returns/cancellation policy, please contact us in the following ways:

Email address:  info@katoabotanicals.com

INSTRUCTIONS FOR CANCELLATION 

Right to cancel

You have the right to cancel your contract with us within 14 days of delivery of a product to you without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires physical possession of the products.

To exercise the right to cancel, you must inform us Katoa Botanicals LTD at by emailing our customer service team at info@katoaboanicals.com between the hours of 9.00am – 5.00pm Monday to Friday of your decision to cancel your contract with us by a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel your contract with us, we will reimburse to you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any products supplied if the loss is the result of unnecessary handling by you, you have unsealed, opened and/or used the product.

We will make the reimbursement without undue delay, and not later than –

(a)    14 days after the day we receive back from you any products supplied, or

(b)    (if earlier) 14 days after the day you provide evidence that you have returned the products.

We will make the reimbursement using the same means of payment as you used for the initial order, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

You are responsible for sending back the products to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your contract to us. The deadline is met if you send back the products before the period of 14 days has expired.

You will have to pay the direct cost of returning the products.

You are liable for any diminished value of the products resulting from the handling other than which is necessary to establish the nature, characteristics and functioning of the products. You may not be eligible for a refund of the value of the products, if a product has been sealed for health protection or hygiene purposes, once these have been unsealed and/or used after you receive them.

 

Cancellation Form for Customer Orders

(Complete and return this form only if you wish to withdraw from the contract)

To: Katoa Botanicals LTD 

 email address at: info@katoaboanicals.com]

I/We hereby give notice that I/We cancel my/our contract of sale of the following products: [insert details].

Ordered on: [insert]/received on [insert],

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only required if this form is notified on paper):

Date: