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The Right of Consumer Cancellation
When you receive goods ordered from www.activewise.co.uk , and you change your mind about anything you order, you may cancel the order up to seven working days starting from the day AFTER the goods were delivered. Please note 7 working days do not include public holidays or weekends. We will refund the price paid as soon as possible, but no later than 30days from notification that you wish to cancel the order. This notification must be in writing, and will not be accepted in the form of a telephone call only. We will refund the cost of the goods to you, plus the cost of carriage. Please note, we will only refund the basic carriage charge incurred in sending the goods to you. Goods returned must be in perfect condition and fit for resale.
We will only accept goods returned to us that are in perfect condition and "fit for re-sale" This means that the original product packaging should be intact and in good condition and the goods themselves should be returned in perfect condition, as initially received by you the consumer. All packs, bottles and jars MUST be unopened and with their original seals intact. Any goods returned that do not meet this criteria cannot be accepted for a refund. We recommend you use an Insured trackable service to return any goods to Activewise.
Whilst goods you wish to return are in your possession you must ensure they are not subjected to adverse conditions such as moisture, odours, oil etc as items will not be accepted that are returned and show signs of contamination.
Parc Arthur House
Flintshire CH7 5LQ
The rights of cancellation come from Consumer Protection (distance selling) Regulations 2000.
Recovery of goods after cancellation
When you, the consumer, exercise your right to cancel the contract , ownership of the goods reverts to Activewise Ltd. The DTI regulations impose a responsibility to you, the consumer, to take 'reasonable care' of any goods that have been supplied to you from Activewise. You , the consumer, also have a duty to restore the goods to Activewise, you must therefore return the goods to Activewise, or make them freely available for collection by our appointed courier. If you do not freely return the goods, at your cost, to Activewise then we may have to deduct any reasonable costs we incur in recovering the goods from you. This will be deducted from your refund.
Consignment tracking details for successfully processed orders will be accessible for a maximum of 150 days after which time it will be assumed that ordered goods have been successfully delivered if no contact has been made by the customer during this period. We are unable to make a claim or track orders despatched by way of courier after a period of 150 days.
Goods Damaged in Transit
Thankfully goods being damaged in transit is rare, but it can occur. We have used our existing courier since 1995. If you are not happy with the condition of your goods or find the parcel to be damaged please sign for the parcel as damaged. Claims are only valid if goods are Signed for as damaged, which means you may have to check the contents before signing for the parcel. We cannot guarantee a claim for damage will be successful, should goods be signed for normally, and later found to be damaged.
Products that are sealed cannot be accepted for a refund if the seals have been opened under the normal returns policy.
Our performance as a supplier to you
We aim to deliver your order within 3 working days but this may not always be possible. If the goods are not in stock at Activewise, then items may take up to 7 days to reach you. We will notify you by email with an estimated delivery time if goods are not in stock.
The statutory delivery performance period set out in guidelines by the DTI is that we must deliver your goods within a maximum of 30 days from receipt of your order.
We will however endeavor to deliver well within this time, but in the event of the goods becoming unavailable we may offer you substitute goods, but you are not obliged to accept them. If we have not delivered your goods within 30days then you are entitled to a full refund, including any postage paid by you.
These regulations do not affect any rights you, the consumer, have to claim compensation for non performance of the contract under general law.
Confirmation of Purchase to you, the consumer
When you make an online purchase at www.activewise.co.uk we will send you a confirmation by email of your order. Once you have received this confirmation email and you wish to exercise your right to cancel you should contact us using the details shown in the "Our Identity" section. If we do not receive written confirmation of cancellation within 7 days from the day AFTER you have received the goods, then the regulations do not apply.
When you purchase goods from Activewise you are entering into what we call a Distance Contract. This contract is defined as any contract concerning goods or services concluded between a supplier and a consumer under an organized distance sales or service provision scheme run by the supplier who, for the purpose of the contract, makes exclusive use of one or more means of distance communication up to and including the moment at which the contract is concluded.
If you, the consumer, orders goods online but comes to Activewise to collect and therefore view the goods, then the distance selling regulations no longer apply as you the consumer have had the opportunity to review the goods before leaving the premises.
Our Telephone Contact with you
When we contact you, the consumer, with a view to concluding a distance contract, or to advise a change in delivery times etc., we will identify ourselves by giving the our name, and our company name, and the commercial purpose of the call at the beginning of the conversation.
If you do not wish to receive telephone communication from Activewise, then please advise us and we will only contact you by your preferred method, whether it be email, or fax.
When you, the consumer, purchases goods from www.activewise.co.uk, you have an option to give your permission to allow us to contact you with special offers, or news, etc.
Only if this permission is given at this time, we can then contact you via email, or telephone, which means keeping a record of your contact details in our secure database. It is not our policy to share your details with any other organizations.
If you wish to withdraw this permission then we require this in writing and we will then remove your contact details from our database immediately. It is an offence for us to contact you with offers/news without your express concent.
Should you have a complaint about any product purchased from Activewise, or about our web site please send information using our online Message Centre or contact us by post, telephone or fax. We will review and acknowledge your complaint by email or letter within five working days. We aim to resolve all complaints within 14 days of receipt, you will receive a full reply by email or letter. If your complaint takes longer than expected to resolve we will keep you informed of our progress as we investigate the relevant issues.
We accept the following credit cards: Visa, Mastercard, Switch, Visa Delta. Prices shown throughout our website do not include VAT.
When ordering please select your location from the drop down box in order to calculate the correct delivery charge. When we process your order at Activewise an email response will be sent to you to confirm that the order has been processed. Please call or email us for tracking information on your delivery.
We use APC Overnight, the UK’s largest next day delivery network, with more than 125 local depots covering all areas of the country. APC Overnight collects, routes and delivers more than 1 million parcels each month. Their network is unique – not a franchise or faceless corporate, it is owned and run by independent local delivery specialists connected into a strong managed system, so you will always talk to someone local to you.
Standard delivery is by 4pm following day of dispatch. If you require express timed deliveries please order by telephone on 01580 860236. For Saturday deliveries please contact us by phone on 01580 860236 for pricing options. For small items for Saturday delivery or during Christmas holiday period we may use Royal Mail Recorded Delivery.
You can view Shipping Costs Here.
At present we are not offering this service. Please contact us using our Message Centre for further details and freight quote. If you are requesting your goods to be sent to a different address than your billing address we will require proof of identification/residency to prevent fraudulent transactions.
Delivering your order to your place of work: We are perfectly happy to send to work addresses but may contact your place of work to prove you are the cardholder or request a company letterhead or other form of identification.
Delivering to an alternative private residence: If we cannot verify your residency at the delivery address or obtain a proof of identification from you such as a copy of passport or driving licence, then we will only send to the billing address.
Automatic confirmation of receipt of your Order does not constitute a Contract between us. A Contract for the Sale of Goods shall only arise on the despatch of the Goods to you.