Policies & Procedures

Our Returns Policy
We're sure you'll love your purchase, but if you're not happy for any reason, simply return the item(s) within 30 days of ordering and we'll exchange or refund it.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Once we have received your returned item(s) we will issue a refund to the payment method used to pay for the order. Please allow 7-10 days for the refund to show in your account.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 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.

To start a return, you can contact us at info@naturaltreats.org. Please note that returns will need to be sent to the following address: 

Returns address
Natural Treats Organisation Ltd
College House 2nd Floor
17 King Edwards Road
Ruislip
London
HA4 7AE 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you have any lost or missing products from your order then please contact our Customer Care team; phone 07572 889 686 or email us info@naturaltreats.org.

Lost parcels must be reported within 30 days of the dispatch date. We will not be liable for any loss should you fail to do this.

We take great care to ensure your items reach you in good condition. However, if you are unfortunate to receive a damaged item, just return it to us and we will happily refund or replace it.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, 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. 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@naturaltreats.org.

Additional Returns Information
We retain the right to request a return of the faulty products with the consignment number on the outside of your parcel, by recorded delivery to the below address, and the products will be inspected.

If the fault is agreed, a full refund will be given for the returned products. Please contact our customer services department who can arrange for your goods to be sent back to us.

Standard Delivery
Order before 10pm
Orders are usually delivered within 4 working days between 8am - 9pm

• £5.00 or FREE when you spend £30.00

Next Day Delivery
Order by 10pm for next day delivery, 7 days a week
Orders placed after 10pm will be delivered on the following day
Not available on orders via PayPal express

•  £4.99 or FREE when you spend £60 *

International Delivery
We currently ship to most European countries including;

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Please note: It may take up to 21 working days for your delivery to be made. 

Our prices do not include taxes and tariffs. Customers outside of the United Kingdom may be subject to customs fees and/or import duties and taxes, which are levied once an order reaches your country. We do not cover any additional charges for customs clearance these must be paid for by you (we have no control over these charges and cannot predict what they may be).

Customs policies vary widely from country to country; you should contact your local customs office or tax authority for information specific to your situation.

Additionally, when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

• £6.95 for standard international orders. Up to 21 days, however orders typically take 10 days to arrive
• £8.95 for express international orders. Typically takes between 2 and 9 days to arrive

Cut off time is 3pm

1. Important information and who we are

PURPOSE OF THIS PRIVACY NOTICE  
This privacy notice aims to give you information on how Natural Treats collects and processes your personal information through your use of this website,  including any data you may provide through these channels when you sign up to our offers,  or purchase a product or service or take part in a competition.

This website is not intended for children and we do not knowingly collect data relating to children.

It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal information about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

 

2. The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).  We may collect, use, store and transfer different kinds of personal information about you which we have grouped together follows:

• Identity Data includes first name, maiden name, last name, username or similar identifier, gender, marital status, title, date of birth, email address. 
• Contact Data includes billing address, delivery address, email address and telephone number.
• Financial Data includes bank account and payment card details.
• Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
• Technical Data includes Internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, cookie ID’s, web log information, device identifiers and other technology on the devices you use to access this website.
• Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
• Usage Data includes information about how you use our website, products and services, your browsing activity including intended purchases and aborted baskets, completion of surveys, wish-lists, connection information and statistics on your visits to site and page views, the links you click and other actions you take on our services, within our advertising or e-mail content and participation in promotional activity. Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal information but is not considered personal information in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal information so that it can directly or indirectly identify you, we treat the combined data as personal information which will be used in accordance with this privacy notice.

We do not collect any Special Categories of Personal information about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and bio-metric data). Nor do we collect any information about criminal convictions and offences. We process this information which you have provided to us with your consent only for the purpose of providing the service to you.  

 

IF YOU FAIL TO PROVIDE PERSONAL INFORMATION 
Where we need to collect personal information by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

3. How is your personal data collected

We capture, process and retain personal information from you and any devices you may use when you navigate to a Naturaltreats.org website, by transacting, by registering an account and otherwise interacting with us. We may also collect personal information from you if you physically enter or attended an event.

We may capture customer information, purchase data and browsing behaviour as part of the rewards for life loyalty programme.  This is so we can optimize and personalise your experience with Naturaltreats.org.uk.  Some more examples of the different methods by which we collect information from and about you include through:

Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal information you provide when you

• register or purchase our products or services through the site;
• return a product;
• create an account on our website;
• subscribe to our services or publications;
• request marketing to be sent to you;
• contact our customer service team;
• enter a competition, promotion, survey or complete a questionnaire; or
• give us some feedback.

Technical Data from the following parties:

• (a)  analytics providers such as Google Analytics and Google DoubleClick based outside the EU;
• (b)  advertising networks such as Amnet based inside the EU and Google Display Network based outside the EU;
• (c)  Social Network providers such as Facebook based outside the EU;

Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as PayPal based outside the EU; Identity and Contact Data from data brokers or aggregators such as Experian based inside the EU; Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register based inside the EU.

 1. Natural Treats Organisation

"Natural Treats" is the trademark or registered trademark of Natural Treats Organisation Limited and/or our affiliates in the U.K. and in other countries.

The material in the Web Site is copyright to Natural Treats limited or our content and technology providers. You are welcome to view, print and download the contents of the Website for personal use, but not for any commercial purposes or re-publication.

2. Contacting Us

Our contact address is:
Natural Treats Organisation Ltd
College House 2nd Floor
17 King Edwards Road
Ruislip
London
HA4 7AE 

You may also contact by telephone on 07572 889686 or alternatively, you can email us on info@naturaltreats.org

3. Web Site Information

We have tried to ensure that information provided in the Web Site is accurate. However, we make  no representation and give no warranty of any kind in respect of the information.

We do not accept liability for any loss (direct, indirect or consequential) which may arise from reliance on information contained in the Web Site or in respect of any error or omission, except in relation to death or personal injury caused by our negligence.

4. Description of Products

The description and specification of products in the Web Site is only approximate and we reserve the right to make changes which do not materially affect the quality or performance of those products.

We may correct any error appearing in the Web Site or withdraw any product from sale without incurring liability. Price and availability is also subject to change without notice.

5. Ordering Products

You may order products from the Web Site by submitting a completed order form through the check-out procedure.

We will confirm acceptance of your order by e-mail to the address you have given and the sending of this e-mail (whether or not it is received) makes the contract between us.

6. The Price and Payment

The price of the products will be the price quoted in the Web Site at the time we accept your order. The price will include any applicable value added tax, but not the cost of delivery.

In addition to the price, you will have to pay our delivery charges as quoted in the Web Site at the time we accept your order - unless you qualify for free delivery. The amount of these charges varies according to the method of delivery and the delivery address you specify in your order.

Payment is made by credit card, Google Pay, Apple Pay or PayPal at the time we accept your order. (the payment methods we accept are listed in the Web Site at the time you place your order). Refunds will generally be made by means of a credit to your original payment method.

Although every care is taken in the quality of content on this site, there may occasionally be an error and items may be mis-priced. In this event we will either: contact you to ask if you wish to cancel the order, or simply cancel the order and notify you, at our own discretion. We are under no obligation to supply goods at the incorrect price.

 

7. Delivery of Products

We will arrange for delivery of the products you order by the method and to the address which you specify in the check-out procedure. Next day delivery is not available for those paying via PayPal and only applies to deliveries to mainland UK. However, the time for delivery will not be essential to the contract between us.

If you do not take delivery of the products or supply adequate delivery instructions, we may cancel your order and retain the products. In this event, we will refund you the price of the products, but you will still be liable to pay any delivery charges.

If there is an error or any other delivery problem in respect of the products ordered, you must notify us in writing within 14 days after the delivery date. We will not be liable for any loss or damage if you fail to do this.

8. General

The products advertised in the Web Site are intended for sale to persons dealing as consumers and are not for re-sale.

The Contracts (Rights of Third Parties) Act 1999 shall not apply to any contract between us, so that no contractual rights are conferred on third parties.

Any contract between us shall incorporate these terms and conditions and be under English law. If there is any dispute, the English Courts will have exclusive jurisdiction.

Subscribe & Save

Subscribe & Save Terms & Conditions

Subscribe & Save is a subscription service offered by Natural Treats. Natural Treats reserves the right to change the repeat order benefits, the discount amount and free delivery offer at any time. Subscribe & Save items will ship automatically based on the frequency you select until you cancel. By placing your order you are authorising us to charge your card for future orders at the frequency you have selected.

You can change the frequency or cancel your subscriptions at any time through the My Subscriptions section which can be found in My Account. On all subscription orders you will qualify for the best product price and free standard delivery. The best price is calculated based on the lowest price available in the 90 days prior to the date your order places. If you subscribe to 1-2 items in one subscription order, you’ll receive a 5% discount. For 3-4 items, you’ll receive 10% off. For 5+ items, you’ll receive 15% off. Please note, your first order is excluded from the exclusive discount but it will be applied on all subsequent subscription orders.

Your first order is excluded from free delivery unless you spend the following more than £30 for Standard delivery or more than £60 for Next Day delivery. Free delivery is available on subsequent subscription orders, regardless of the order value. 

9. Eligible Purchases

Only items marked with the ‘Subscribe & Save’ on product pages will qualify for Subscribe & Save benefits.

 

10. Termination

We may terminate your subscription at our discretion without notice. If we do so you will only be charged for orders that have been dispatched to you.

Trade name: Natural Treats Organisation

Phone number: 07572889686

Email: info@naturaltreats.org

Address: College House, 17 King Edwards Road, Ruislip, London HA4 7AE, United Kingdom