Terms and Conditions

On entering this site, you as a user are accepting our "Conditions of use" listed below and implied by law.

1. Disclaimer

Your access and use of this site is deemed to constitute your acceptance of these Conditions of use, and takes effect from the date and time on which you first use this website.

You agree to use this site only for lawful purposes, and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of, this site by any other user or third party.

In using this website or creating an account you are confirming that you are a business customer and are buying as a business, we are a B2B website (Business to Business) as we are a wholesale/trade supplier and in purchasing from ourselves you are confirming that you are a business customer and not a retail consumer.

This website is provided 'as is', without any representation or endorsement made and without warranty of any kind whether express or implied, including, but not limited to, the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security, completeness and accuracy.

We do not warrant or represent that the functions contained in the material available on this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or represent the full functionality, accuracy or reliability of the materials.

In no event will we be liable for any expense, loss or damage including, without limitation, indirect or consequential loss or damage, or any expense, loss or damage whatsoever arising from use, or loss of use, of data, or loss of profits, arising out of or in connection with the use of this website or reliance on its content.

The material on this website may include the views or recommendations of third parties, which do not necessarily reflect our own views, or indicate our commitment to a particular course of action. We assume no responsibility or liability arising in respect of any such third party material.

2. Links to websites

We are not responsible for the content of any linked site.

Links on this site may lead to other websites which are not under our control. Listing and linking should not be taken as an endorsement of any kind. We accept no liability in respect of the content. We cannot guarantee that these links will work all of the time and have no control over the availability of the linked pages.

3. User security

We make every effort to check and test material at all stages of production, and we maintain reasonable website security measures. You must take your own precautions to ensure that the process which you employ for accessing this website does not expose you to the risk of viruses, malware, malicious computer code or other forms of interference which may damage your own computer system. It is always wise for you to run an up-to-date anti-virus program which checks inter alia on all material downloaded from the internet, and maintain a fully-functioning firewall.
We cannot accept any responsibility for any loss, disruption or damage to your data or your computer system which may occur whilst using material derived from this website.

4. Website usage statistics

Information collected by us is used for internal scrutiny, and possibly for legally compulsory reporting purposes only. The information will be anonymized as far as possible, and should not contain information about any individual user (though IP addresses are used to process reports and are sometimes included in them). Information collected is not shared with other organisations for commercial purposes.

5. Copyright

All material featured on this website is subject to Copyright protection unless otherwise indicated. All material (including logos, images, product descriptions and banners) displayed on this website are the property of the site owner and may not be used without their express consent.

6. General

We accept no liability for any failure to comply with these Website Conditions of use. If any of these Website Conditions of use are held to be invalid, unenforceable or illegal for any reason, the remaining Website Conditions of use shall nevertheless continue in full force.

7. Governing law

These Website Conditions of use shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising under these Website Conditions of use shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

Where We Ship

We ship to the U.K. and E.U.

How We Ship

All of our products are shipped using Courier signed for delivery services, you will receive a tracking number as soon as your purchase has been dispatched. 

How long to ship

Our products are handmade fresh to order, our times vary depending on the time of year, at present they are approximately 10 working days.  You can then opt for economy delivery (3-5 days service via hermes) or express delivery via TNT or UPS for a faster next day delivery.  Our timescales are estimates only and are not guaranteed, your products will be made as quickly as possible depending upon which products you have ordered, setting times etc.  If you require your order by a set date please advise us prior to placing your order.  We do not accept any responsibility for delays with your order, we can not guarantee delivery deadlines or timescales for orders being delivered and so those provided will be estimates.  You will be advised as to the progress of your order and when your order is dispatched you will be provided with an estimated delivery date as provided by the courier company, we can only guarantee the courier attending once they advise us that your order is out for delivery with your local driver.

How Much Is Shipping

Shipping is calculated dependent on the value of your order,

U.K. Orders, economy shipping starts at just £12.50, for orders of £200 or over the shipping is free.

International Shipping is a fixed fee of £35.00 within the E.U.

 

Faulty items

We do inspect all items prior to dispatch, however in the unlikely event that an item is found to be faulty or damaged we will provide a replacement item.  Please notify us in writing of the fault with a copy photograph showing the issue and we will resolve the problem for you.  Where an item is stored incorrectly and is damaged we will not be liable.  See the frequently asked questions page for advice on how to store your products to keep them at their best.

Where an item is damaged in transit:

You must notify us of any damage to your products as a result of the delivery service within 48 hours of the parcel being received.  You must notify us in writing of the damage.  A photograph will be required of every damaged item (it is acceptable to have more than one product in a photograph) and also the interior and exterior of the box.  The photographs MUST be provided within 7 days of notifying us of your potential claim.  Failure to provide the photographs within 7 days will mean that we close your claim and you will NOT be sent replacement products.  Once closed a claim cannot be reopened.  Until or unless we advise otherwise you must retain both the packaging (including the box) and the damaged item for either returning to ourselves or for the to collect or inspect the same (some courier services do insist that the products be made available for inspection should a claim be made).  If the items are disposed of without the prior agreement of ourselves and the courier service then the claim will not be allowed and your claim will be closed.  You must return where requested the items to us to be provided with a replacement.

Where a claim is accepted we will arrange a replacement for the damaged product(s).  The replacement will only be dispatched once the faulty/damaged item has been returned to us and received.  Again please ensure that an appropriate trackable method of delivery is chosen via Royal mail.  We will refund the return postage costs in this instance.  

Should any of the damaged products have been used or their individual packaging opened then they will not be eligible to be claimed for.  No item will be replaced where a photograph has not been provided within the 7 day timescale.

Where soap has split during slicing (where the customer has opted to slice their own soap):

We do not accept liability for any issues with soap separating when slicing where the customer has chosen to slice the soap themselves, it is our advice that soap should be purchased sliced by ourselves as we have specialist knives which are made for the purposes of soap slicing.  When slicing a soap if the wrong knife or cutter is used then it can cause soap to separate or split, please see our FAQ section for further advice on soap slicing, no returns shall be accepted where soap has been damaged when slicing.  You must return the faulty items un-opened in their original packaging.  

Whenever an item is returned to us please ensure for health and hygiene reasons that products are returned to us unopened in their original packaging.  We cannot accept returned of opened or used cosmetic products.

Items sent in error:

In the unlikely event that you are sent an item different to the one which you purchased then we will replace the item upon return of unused, unopened item sent in error.  The replacement will only be dispatched once the wrong item has been returned to us and received.  Again please ensure that an appropriate trackable method of delivery is chosen via Royal Mail, we will refund the return postage costs in this instance.  The item must be returned to us unopened.  We cannot accept return of an opened item.

Missing Items:

Where you believe an item to be missing from your order you must report the same within 48 hours of the order being received.  All items and parcels are checked by two members of staff and so this occurance is very rare.  We will aim to rectify the situation where the product can not be located.  The replacement item will be sent to you.

Fragrances and Designs

We use three different suppliers for our Fragrance oils and so scents may vary from delivery to delivery.  We update our designs from time to time and will always send you the latest design available, we will update photographs on our website of new designs.  Once we retire a design we are no longer able to supply it without special request prior to placing your order.

 

Special Orders - Bespoke Orders

We are able to create bespoke soap loaves for you which can be exclusive to you, should you have a requirement such as this please contact ourselves by email at info@thesoaphouse.co.uk please note special orders, personalised items (such as ribbon) bespoke orders can not be cancelled following order as they have been created purely for yourself.

 

Your Right to Cancel your Order and our right to cancel your order.

You are able to cancel your order for any item purchased on this website provided you confirm (in writing) your wish to cancel within a specified period of time. Your cancellation rights expire 14 days from the date you place your order or 14 days following receipt of the delivery, whichever is the later.  Please note that you may not cancel personalised items, bespoke items or special order items (such as printed ribbon or custom designs) as they will have been made specifically for yourself. Cancellation of all other items is only deemed served if sent in writing, you may do this via our contact us page, email to info@thesoaphouse.co.uk or in writing to Unit 30, Albion Street, Bury, BL8 2AE.

Upon receipt of your cancellation request, we shall refund you in full as soon as possible where your products have not yet been dispatched (unless they are personalised or bespoke items as listed above), but in any event, no later than 30 days from receipt of your cancellation request, where goods have already been dispatched we shall only refund once the items are returned and received by ourselves, in order to receive a refund the items must first be returned unused, unopened, sealed, in original packaging and in dispatched condition.  Please return the same within the cancellation period.  The items must be returned to our workshop at Unit 30, Albion Street, Bury, BL8 2AE.  Where items have been opened, unwrapped etc they cannot be returned for health and hygiene reasons.  Items must be returned at your own expense.  Return postage will not be refunded.  You must contact ourselves prior to arranging any return.  Returns will not be accepted after the expiry of the 14 days, items may not be returned after that time.  No item may be returned once it's packaging has been opened.

When returning your item(s), it is important that you contact us beforehand (as stated above) so that we can ensure the parcel when it arrives is credited to your account.  Any refund will be sent via the same means as it was paid for - ie to the same debit/credit card etc.  We would recommend that any items sent back are sent by a trackable delivery service.  When you notify us that you wish to cancel an order we will be happy to send you a pdf with our postal address on for posting to ensure it is sent to the correct address.  The cost of returning items to us is not refundable except in certain circumstances as detailed above when an item is faulty or sent in error.  Whatever the reason for returning a product the same must be returned in an unused, unopened, sellable condition before any refund can be processed, no refund can be processed where an item has been opened, used, or sold in part due to hygience reasons.  Items can not be returned outside of the period detailed above of 14 days.  Items can not be returned when they have been opened, unwrapped or used.

Where we are unable to fulfill an order due to resources we will refund the order in full.  Where we are unable to fulfill an order within specified timescales we reserve the right to refund your order.  We reserve the right to cancel and refund any order in full or part at any time.

This does not affect any statutory rights.  As stated above this is a B2B website and in purchasing from ourselves you are acknowledging that we a trade website selling to businesses and our terms and conditions are in accordance with the same.