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Delivery and Returns

Delivery

Our objective at Innate Essence Ltd is to ensure you receive your order, delivered as securely and efficiently as is possible.

To help us achieve this please make sure that we have your correct delivery address and delivery instructions. If you are not available to receive your package in person at the specified address, please make sure that our courier will be able to leave the box in a secure and safe place for you, or instructions to leave with a preferable neighbour
Please note that you are responsible for instructing us with clear, appropriate and reasonable instructions to deliver your box, within the “order notes” if necessary.

Your delivery address may be different from your billing address, however to avoid delays we recommend your first order contain both the same billing and delivery address. Email us if you are unfamiliar with delivery surcharges.

Our third party overnight courier company will deliver your order to you, we aim for this to be the day after your products were made fresh in our bespoke production facility. We do our best to ensure your product arrives on time. Freshly made, chilled to perfection and packed in a way that is enjoyable to open. Delivered to your instructed delivery address.

If ever your delivery is missing or stolen you may contact our third party courier directly to request further delivery confirmation information. We do not accept liability for any lost or stolen goods however at our discretion we may offer a compensation of some sort.

We are not responsible for any adverse weather, traffic, or third party negligence, and any delay these may cause for your order. We will not charge you for we have cancelled in accordance with these terms and conditions.

We will not accept changes to a delivery address after order, if changes need to be made you will be required to cancel your order within the timeframe set out in our cancellation policy and then make a re-order with any changes you required.

You accept and understand that upon receipt of your delivery you must chill and refrigerate your drinks immediately, as they are made fresh and are perishable.

Refund/Returns

Upon receipt of your order you must chill and refrigerate your products immediately. Our products are freshly made and we recommend consuming them as soon as possible after delivery to fully enjoy the freshness of the product. The shelf of our drinks is 14 days post production and the use by date will be displayed on each bottle. We go to lengths to ensure our drinks are delivered to you chilled and fresh at significant cost to us to ensure your customer satisfaction.

If our products are not stored correctly and refrigerated immediately and are exposed to changes of temperature, they will perish sooner than the use by date on the bottle. We will not be held responsible if this is the case.

Because the drinks are fresh, if they are not stored correctly, when shaken and opened the bottle may fizz and react similar to a carbonated drink due to the degradation of the natural ingredients inside.

If you do not let us know of any issues with your order immediately upon delivery we reserve the right not to replace or refund your order. If upon delivery of your order there is anything untoward you must contact us immediately via our website “Contact” page.

Upon receipt of your order you are fully responsible for the condition of it, thus checks should be carried out immediately upon delivery.

The Turmeric Co. / Innate Essence prides ourselves on the quality of service we provide, from order experience to order receipt, from order delivery to the freshness of our products when consumed. Your delivery instructions are imperative to us fulfilling your order to the standards we adhere to. We are not responsible for any adverse weather, traffic, or third party negligence which has caused a delay or cancellation in your order.

We reserve the right at our discretion to compensate or withhold any order or payment received which was incorrectly placed, we will however try our best and be as understanding of the situation as possible. We will not be held responsible for any delay or losses in the event of any order placed with incorrect information. We reserve the right to cancel any order placed and do so within a timeframe of our discretion.

If there is ever a technical problem where we require the need to suspend our services and an order has been placed you will be contacted with an update of your order and information on the fulfilment of it.

Cancellation Policy

If you require to cancel or postpone your order you must do so within 6 hours of having placed your order, with clear instructions attached, along with your order number and the email address which you used to place your order. This must be sent to us via our website “Contact” page. We produce fresh to order and work on a quick turnaround time. If cancellation is accepted you will receive a full refund within 7 working days. If we have begun production prior to your cancellation, your cancellation may not be accepted.

Cancellations need to be confirmed by a member of our team and will be done so via email.
If we accept your cancellation and you have already made payment to us, we’ll refund you the full amount within 7 working days or provide you with a credit note which will last 1 month from the day of notice.

We regret that we cannot offer any refund if your cancellation is not requested within the outlined timeframe or no cancellation confirmation is received.

We accept all forms of payment by credit or debit card via the website. We do not accept cheques or cash on delivery unless agreed in advance by a member of staff. For an online banking transactions you may contact us directly with your request and we may process and make arrangements for your order at our discretion.

We reserve the right to cancel any order at our discretion, in the event of a natural disaster, or temporary inability to produce we will contact you directly in relation to your order

We must receive payment in full before your order is processed, produced and dispatched. If your card is declined or we are refused authority to take payment for your order we reserve the right to terminate our contractual agreement with you.