Terms & Conditions

These conditions shall apply to all sales transactions between Penelope’s Melts and the purchaser placing an order with Penelope’s Melts for the manufacture and/or supply of any goods.

1. Purchasing Goods

When purchasing goods on this website you agree that the personal information which you are required to provide when you register as a customer is true, accurate and current in all respects and does not refer to any other person. Should your personal information, such as contact details, change, then you are requested to inform us (Sales@penelopesmelts.co.uk) before any further orders may be taken. Likewise, the customer is expected to provide accurate, current and valid payment details that correspond to the customer alone and not another individual.

You place your order request for goods from the website by clicking on the confirm order button at the end of the on-line order process. You will be guided through the process of placing an order by a series of simple instructions on the website.
Payment for items (retail customers) is currently through Paypal, a secure online payment method. You have the option to log on to Paypal and use your account balance and/or registered accounts or to simply purchase items with a credit card. You are not required to have a Paypal account if you’d prefer to purchase with a card via Paypal.

Once you have placed your order, we will send to you an acknowledgement providing you with a payment reference and the value of your order. We will retain the legal ownership of the goods until full payment has been made by you and such payment has been received by us. Legal ownership of the goods will immediately revert to us if we refund any such payment to you.

2. Pricing and description of goods

Prices for goods on the website are as quoted; VAT is not charged on any item. Cost for delivery and standard packaging will be added at checkout. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including product descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. We endeavour to make sure pricing is correct at time of publishing, but reserve the right to change prices due to error or supplier changes. The customer will be informed of price changes accordingly.

We attempt to be as accurate as possible when describing our products on the website. However, to the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available on the website are accurate, complete, reliable, current, or error-free.

Whilst every effort is made to accurately describe products on the website, the photographic image is only a general representation of the product. All items are hand made in small batches and, as such, there may be slight variations between individual soaps and soap batches in terms of colour, pattern, scent and texture, none of which will affect product quality. Penelope’s Melts reserve the right to make a change to a design.

Limitation of Liability:

We will use reasonable endeavours to carry out our obligations in a reasonable time but will not be liable to the customer for any loss, costs or expenses arising directly or indirectly from any delays and we will not be deemed to be in breach of this agreement by reason of any delay in performing or any failure to perform, any obligations in relation to this agreement, if the delay or failure was due to any cause beyond our reasonable control.

If prevented from carrying out our obligations we will notify you in writing. If we are still prevented 3 weeks from the date of such notice then either party may give notice cancelling the agreement. If the agreement is cancelled in this way we accept no liability to compensate you for any loss or damage caused by failure to perform

Except where the buyer is dealing as consumer (as defined in the Unfair Contract Terms Act 1977 section 12) we do not give any warranty, guarantee or indemnity as to quality, fitness for purpose or otherwise of the goods.

Except for death or personal injury caused by our negligence, we will not be liable to the buyer for any loss of profit, any indirect special or consequential loss, damage, costs, expenses or other claims arising out of or in connection with the supply of goods other than as a result of a breach of an obligation arising under the Sale of Goods Act 1979 (as amended) and the Supply of Goods and Services Act 1973.

We attempt to be as accurate as possible when describing our products on the Site; however, to the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available on the Site are accurate, complete, reliable, current, or error-free.

As with all new products, it is advisable to check on a small area of skin before main use. Some essential oils used contain potential allergens. Those are clearly stated on the labelling in accordance with current EU regulations. In some individuals those substances can cause adverse reactions.

Penelope’s Melts are a member of the Guild of Craft Soap and Toiletry Manufacturers. Our products are manufactured in strict accordance with Good Manufacturing Practice and are fully safety assessed (according to our safety assessment by an independent cosmetic chemist) and found to be safe and in compliance with EU regulations. We do not accept responsibility for the misuse of our products. It is the responsibility of the customer to use the products with discretion and check with a professional if in doubt.

All products are checked carefully before dispatch to the customer. We cannot be held responsible for deterioration of the products due to the customer’s incorrect storage conditions eg, exposure to direct sunlight, heat etc. The customer should ensure that the products are stored in cool and dry conditions prior to use. During use, soap should be set to drain freely in a slotted soap dish and not be allowed to sit in water. Balms and butters may liquefy if kept too warm. Bath bombs and creamers will deteriorate if kept in warm, damp or humid conditions. Salts will attract water if left open to the air. All soaps have a BBE date of 24 months post-manufacture: this is a minimum date included to ensure best condition of soap prior to use; use beyond this date does not imply deterioration at all and soap kept in optimum conditions may last for many years. The majority of non-soap products have BBE date of at least 9 months from manufacture; most products will be perfectly usable for longer, however their quality may start to deteriorate if kept beyond this time or if stored in unsuitable conditions.

If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling) Regulations 2000) during the 5 day period after receiving the products. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.

However, this cancellation right does not apply in the case of:

(a) any products made to your specification or clearly personalised.

(d) perishable goods, such as soap goods.

Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 5 (five) working days in which you may cancel starting from the day after the day you receive the Products. Working days means that Saturdays, Sundays or public holidays are not included in this period.

To cancel a Contract, please contact us in writing to tell us by sending an e-mail to Penelopesmelts@aol.co.uk. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.

You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 10 calendar days of the day on which you gave us notice of cancellation.

If you have returned the Products to us because they are faulty or mis-described, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

If an item is damaged when you receive it you must notify us of this by email to Sales@Penelopesmelts.co.uk as soon as possible and within 5 working days of the item being delivered to your address. You must state your name and order number in the email. You will need to describe the damage and we may ask for a photograph of the damage. When your item arrives, you should check it has arrived in good condition before you sign for it. If you are unable to do this you should write ‘item unchecked’ on the delivery note. If it has arrived damaged you should write ‘item damaged’ on the delivery note. You should wrap the item up securely in its original packaging, or package it up to an equivalent standard. Upon confirmation of return postage, we will offer a replacement where possible or provide a refund if preferred. Refunds will be provided within 10 working days of notification providing that the item has been returned to us. Items that shown signs of being used will not be eligible for refund or exchange. Goods must be returned within 7 working days of notification. All returned products must be unused and undamaged. We will advise you of the return address. You must retain proof of postage.

A. We refund you on the credit card or debit card used by you to pay.

If the Products were delivered to you:

(a) you must return the Products to us as soon as reasonably practicable.

(b) unless the Products are faulty or not as described you will be responsible for the cost of returning the Products to us or, where relevant, the cost of us collecting the Products from you;

(c) you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.

Details of your legal right to cancel and an explanation of how to exercise it are provided in the Dispatch Confirmation.

As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.