Should Any Problems Occur With Our Service...
In accordance with the Consumer Protection (Distance Selling) Regulations 2000, you have the right to return goods to us (except for bespoke) by giving notice to us (by email, facsimile or in writing) that you wish to do so, within 7 working days after the receipt of the goods (the 'cooling off period'). If you choose to return any goods, you accept that you are responsible for their safekeeping and return, and you accept that you are liable for all costs of delivering them to us or paying us our costs of collecting them from you. We will refund the full value of the goods, and original postage, within 30 days of receiving the notice from you, provided we have received the goods in that time.
Whilst realising that the vast majority of our customers continue to be very happy with our service, we do acknowledge that from time to time, a problem may arise. Please follow the guidelines below if you wish to make a complaint.
1. Contact us by phone - 01424 210076 - 10am - 3pm, Monday to Friday. Or by email - firstname.lastname@example.org
If you email us, please insert the word 'complaint' in the subject line to assure swift attention. We ask that this initial contact is made within 7 days of receiving your item.
2. You will receive a communication from us within 3 days via phone or email acknowledging your complaint. You will be issued with a complaint code personal to you. This will enable you in the future to quote said code in any future correspondence.
3. At Natural Flow Direct, we aim to resolve any dispute within 14 days. In the highly unlikely event of both parties being unable to agree closure we advise complainants to contact East Sussex Trading Standards Service.
4. A record of complaints is kept on file and we shred these for security reasons 12 months after the dispute is closed.
Fair Trade Policy:
We travel to West Africa, Nepal and India to manufacture and source our Fair Trade products. In this country we buy from Fair Trade clothes wholesalers such as Nomads and Namaste. We have been approved to join BAFTS (British Association of Fair Trade Shops) and are currently full members as of September 2005. If you would like a full print out of our raison d'etre and Fair Trade Policy, please ask for a copy to be sent with your next order.