Terms of service


 

Terms of Service

Welcome to Gentle Roots!

These Terms and Conditions ("Terms") govern your use of the Gentle Roots website ("Website") and your purchase of products ("Products"). By accessing or using our Website, you agree to these Terms. If you do not agree, please do not use the Website.

1. General Information

  • Company Name: Gentle Roots
  • Registered Address: 37, Coventry, CV2 5NL, United Kingdom
  • Email: hello@gentleroots.uk
  • Website Contact Form: Available on our Contact page

2. Eligibility

You must be at least 18 years old to purchase from Gentle Roots. By using the Website, you confirm that you meet this age requirement.

3. Product Information

  • Allergy Disclaimer: All products are labelled with ingredients both on the packaging and the Website. Customers are responsible for checking ingredients and carrying out a patch test before use. Gentle Roots is not liable for allergic reactions or misuse.
  • Hygiene Policy: Returns of opened products are not accepted.
  • Availability: Products may be changed or discontinued without notice.

4. Ordering and Payments

  • Order Confirmation: A confirmation email will be sent once your order is placed (not a guarantee of availability).
  • Pricing: All prices are in GBP and include VAT unless stated otherwise. Shipping is calculated at checkout.
  • Payment Methods: Major credit/debit cards, PayPal, and other secure gateways offered at checkout.
  • Secure Transactions: All transactions are encrypted. We do not store your card details.
  • Order Cancellations/Changes:
  • Orders cannot be cancelled or amended once dispatched.
  • Address changes must be requested within 24 hours of ordering; after that, changes are not guaranteed.
  • We may cancel orders in cases of stock issues, pricing errors, or failed payments — full refunds will be issued.

5. Gift Cards and Gift Vouchers

  1. Gentle Roots offers both Digital Gift Cards and Physical Gift Vouchers.
  2. Gift cards and vouchers are valid for 12 months from the date of purchase, unless otherwise stated.
  3. They can be redeemed exclusively at www.gentleroots.uk for any available products.
  4. Gift cards and vouchers cannot be refunded, returned, or exchanged for cash, either in full or in part.
  5. If a product purchased using a gift card or voucher is returned, the refund will be issued as store credit (not cash).
  6. Gentle Roots is not responsible for any lost, stolen, or damaged gift cards or vouchers, and replacements will not be issued.
  7. Digital Gift Cards are delivered instantly by email to the email address provided at checkout. Gentle Roots is not responsible for delivery issues caused by incorrect or incomplete email addresses.
  8. Physical Gift Vouchers are posted within 2–3 working days and are treated as cash equivalents once issued.
  9. Gift cards and vouchers are for personal use only and may not be resold or used for promotional or commercial purposes without prior written consent from Gentle Roots.
  10. Gentle Roots reserves the right to refuse, cancel, or suspend a gift card or voucher if there is reasonable suspicion of fraud, misuse, or unauthorised activity.

6. Subscription Services

  • Billing: You authorise recurring charges to your chosen payment method.
  • Cancellation: Cancel anytime in your account before the next billing date to avoid further charges.
  • Refunds: Subscription payments are non-refundable once a billing cycle has started.
  • Price Changes: We reserve the right to update subscription pricing with at least 14 days’ notice.

7. Shipping and Delivery

  • Processing Time: Orders are dispatched within 2–5 business days.
  • Delivery Timeframes:
  • UK: 3–5 business days
  • International: 5–20 business days (customs may cause delays)
  • International Orders: We ship to the USA, Canada, Australia, Ireland, and New Zealand.
  • Customs & Import Taxes: Customers are responsible for any applicable customs fees, duties, or taxes.
  • Refused/Unclaimed Shipments: Refunds will be issued for the product cost only (minus all shipping/handling fees) if returned; no refund if the package is not returned.
  • Incorrect Addresses: Customers are responsible for accurate shipping details. We cannot refund or replace orders shipped to incorrect addresses.

8. Returns and Refunds

  • Returns accepted only for unopened products in original packaging within 14 days of receipt.
  • See our full Refund Policy for details.
  • Incorrect/Faulty Items: Notify us within 48 hours with photos for investigation and resolution.

9. User Reviews and Content

  • By submitting reviews, photos, or other content, you grant Gentle Roots a non-exclusive, royalty-free licence to use the content for marketing purposes.
  • You confirm your content is original, non-infringing, and not offensive.
  • We may remove any review that violates these Terms.

10. Website Use

Prohibited Activities:

  • Fraudulent transactions or unauthorised account access.
  • Using bots, scrapers, or similar tools to extract data.
  • Interfering with the Website’s security or functionality.
  • Website Updates: We may modify or remove content without notice.
  • Accuracy: We do not guarantee that product descriptions, prices, or availability are error-free. Orders affected by errors may be cancelled and refunded.

11. Limitation of Liability

Gentle Roots is not liable for:

  • Allergic reactions or adverse effects from improper product use.
  • Misuse, improper storage, or ignoring instructions.
  • Delivery delays caused by events beyond our control (e.g., postal strikes, weather, customs).
  • Losses from incorrect address details provided by customers.
  • Website technical errors.

12. Privacy and Data Protection

We comply with GDPR. See our Privacy Policy for details. By using the Website, you consent to the collection and use of your data as outlined in our Privacy Policy.

13. Indemnification

You agree to indemnify and hold Gentle Roots harmless from claims arising from your misuse of the Website or Products.

14. Changes to Terms

We may update these Terms at any time. Significant changes will be communicated via email or on our Website.

15. Governing Law

These Terms are governed by the laws of England and Wales. Disputes will be handled exclusively in the courts of England and Wales.

16. Contact Us

Email: hello@gentleroots.uk

Contact Form: Available on our Website

By using our Website, you agree to these Terms and Conditions. Thank you for supporting Gentle Roots.