THREE LITTLE SEEDS LTD
(TRADING AS THREE LITTLE SEEDS LTD)
COMPLAINTS POLICY
This Policy
This policy explains how:
- you, the customers, can raise a complaint about our goods; and
- how we will deal with complaints.
We will always aim to provide high quality goods and to provide a high standard of customer care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.
How to Make a Complaint
If you would like to make a complaint, you can do so via email to: ThreeLittleSeeds-Team@outlook.com
Information
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of goods we have provided to you
- Any order or reference numbers we have provided to you
- A key summary of the problem or problems you have experienced and why the goods or any related customer services were not satisfactory.
What to Expect
Complaints will be processed and looked at during our business hours which are:
Monday - Friday 9am - 5pm
Complaints will be dealt with by our designated complaints handling team.
Acknowledgement
We will acknowledge your complaint within 2 business days of our receipt of it.
Investigation
We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email.
We will ordinarily provide the full response within 5 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.
We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Credit or vouchers
- A discount code for future goods
- Replacement goods
We will offer the solution which we judge is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.
If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).
Other
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.
Please contact us if you wish to invite us to engage in any method of Alternative Dispute Resolution. Information about your legal rights as a consumer can be found on the Advice Directive Scotland website.
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Three Little Seeds Ltd Returns Policy
We hope that you enjoy the purchases you make from Three Little Seeds Ltd. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.
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How to Return an Item
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As an alternative to the return options provided by your statutory rights, customers may return items purchased from Three Little Seeds Ltd under this Returns Policy in accordance with the following terms:
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1. Returns made under this Returns Policy must be made within 30 days of purchase, in the case of items purchased in-person (e.g. from a store, at a market, or from a sales representative), or within 28 days of delivery of an item, in the case of items purchased remotely (e.g. via our website or a mobile app).
2. Items to be returned must:
a. When deemed possible Items must be returned with packaging still in original condition
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b. All damaged items must be pictures and email to Threelittleseeds-team@outlook.com
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c. Items must be sent back only once the customer has emailed Three Little Seeds Ltd and have received a confirmation email back providing further instructions.
d. Customers must state why they are returning an item and provide a order number thereafter they will be provided with a returns/damage case number
3. To start the returns process, you should email us at ThreeLittleSeeds-Team@outlook.com requesting a return in accordance with this Returns Policy. Include your name, identification of your order (e.g. an order number), and details of the item(s) you want to return.
Entitlement to a Refund
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When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s):
1. Taking into account any discounts that were applied at the time of purchase.
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2. Exclusive of any shipping costs paid.
Processing Returns
Once we have received an item you wish to return:
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1. We will check the item you have returned within, wherever possible, 10 days.
2. If we confirm that the item and your returns procedure comply with the
requirements set out in this Returns Policy:
a. We will let you know that your return has been received and accepted.
b. You will receive a refund via your original payment method, usually within 5 days of a return being accepted. Or, if an exchange is available and agreed to instead, your new item will be delivered to you within our usual delivery timeframes.
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3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
a. We will let you know why your return has not been accepted.
b. We may offer a reduced refund (e.g. if an item is returned damaged).
c. You will have the option to take the item back (note that you may be required to pay for shipping if necessary).
Exchanges
If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then:
1. If the requested exchange is possible, we will send the new item to you once the item being returned has been received.
2. If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.
A Customer’s Statutory Rights
The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional returns option.
A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).
Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:
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1. See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process. Alternatively, find our Terms and Conditions online here: https://www.threelittleseedsltd.co.uk/legal-information.
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You can contact us at ThreeLittleSeeds-Team@outlook.com to request a copy of the relevant Terms and Conditions to ask which of our Terms and Conditions are applicable to your purchase
Shipping
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When it comes to shipping, there are important things you must know which include:
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A) When a customer has completed their order and selected their preferred shipping method, we will then process their order within 3 working days. We will also send a confirmation email and/or an sms message to confirm that the order is now pending awaiting delivery.
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B) Once we have processed a customers order we will then provide them with an invoice as a receipt and depending on our customers selected shipping method, we will also provide a tracking number for the customer to track their order.
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Our Couriers
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We have chosen parcel force and royal mail to be our main courier services in the UK and EU, although please note: if you are ordering from the rest of the world our courier service will be different and carefully selected to ensure the best courier service will be available for our customers across the globe.
Normally we like to use UPS when delivering your items outside of the EU but we are always looking to help provide our valued customers with a very high standard of both customer service and the products we supply. We cannot however ensure that the courier services used to deliver the items will be the same and we do also not wish to take any responsibility linking our business and reputation to any other businesses or courier services and/or their their actions. We see ourselves as a separate business, although we always aim to hold a positive and successful friendship and working business relationship with our chosen carriers.
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Packaging
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Our team here at Three Little Seeds Ltd. always takes great care in packaging
our customers orders. We will make sure we wrap your precious items well and we will also be 100% careful when we are moving any items about our stock facility. We are aware that our valued customers have spent their hard earned money on these amazing products. We will always treat others the way we would like to be treated ourselves which is with respect, kindness, patience and understanding.
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Timescale
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The timescale of your delivery is normally: For the UK 3-10 working days, the EU 7-14 working days and for the rest of the world 10 - 24 days, depending on varying circumstances. PLEASE NOTE: this is a rough guide, time frames may vary depending on the postal courier and the country that you are based in.
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THREE LITTLE SEEDS LTD
Website Terms and Conditions of Use
1. Our Terms
A. These Terms explain how you may use this website (the Site), which is provided by us free of charge.
B. References in these Terms to the Site includes the following websites and all associated subdomains and web pages:
https://www.threelittleseedsltd.co.uk
C. You should read these Terms carefully before using the Site.
D. By accessing or using the Site or otherwise indicating your consent, you agree to be bound by these Terms and the documents referred to in them.
E. If you do not agree with or accept any of these Terms, you should stop using the Site immediately.
F. If you have any questions about the Site, please contact us by using the following e-mail address: ThreeLittleSeeds-Team@outlook.com. Alternatively you may contact us by telephone using the following number: 07340458588.
G. Calls will be answered at the following times:
(Mon - Friday 9:00am - 5:00pm)
We may record calls for quality and training purposes.
H. Definitions:
I. "Content" means any text, images, video, audio or other multimedia content, software or other information or material submitted to or on the Site;
II. "Terms" means these terms and conditions of use as updated from time to time;
III. "Intellectual property rights" means rights such as copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world);
IV. "Unwanted Submission" has the meaning given to it in the section entitled "submitting information to the site";
V. "Cookie policy" means the policy (https://business.yell.com/websites-privacy-cookie-policy/), which governs how we use cookies in the Site;
VI. "Online terms and conditions of sale" means the terms and conditions (https://www.threelittleseedsltd.co.uk), which will apply to you ordering goods, services and/or digital content using the Site;
VII. "Privacy policy" means the policy (https://business.yell.com/websites-privacy-cookie-policy/), which governs how we process any personal data collected from you;
VIII. "Site" means the following websites and all associated subdomains and web pages:
https://www.threelittleseedsltd.co.uk;
IX. "We, us or our" means THREE LITTLE SEEDS LTD (company registration number SC795345) the registered office of which is at: 32 Viewfield Place, Perth, Scotland, PH1 5AG
References to us in these Terms also includes any group companies which we may have from time to time;
X. "You or your" means the person accessing or using the Site or its Content.
J. Your use of the Site means that you must also comply (where applicable) with our:
I. Online terms and conditions of sale
II. Privacy policy
III. Cookie policy
K. We reserve the right, at our sole discretion, to change, modify, add or remove portions of these Terms of Use, at any time. It is your responsibility to check these Terms of Use periodically for changes. Your continued use of the Site following the posting of changes will mean that you accept and agree to the changes.
2. Using the Site
A. The Site is for your personal, non-commercial and non-exclusive use only. As long as you comply with these Terms of Use THREE LITTLE SEEDS LTD grants you a personal, non-exclusive, non-transferable, and non-commercial limited privilege to enter and use the Site.
B. You may not use any "page-scraper", "robot", "spider", "deep-link" or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, copy, acquire, or monitor any part of the Site, or in any way reproduce or circumvent the navigational structure or presentation of the Site or any Content, to obtain or attempt to obtain any materials, documents or information through any means not purposely made available through the Site.
C. You may not attempt to gain unauthorised access to any part or feature of the Site, or any other systems or networks connected to the Site or to any of our servers, or to any of the services offered on or through the Site, by password "mining", hacking or any other illegitimate means.
D. You may not scan, probe or test the vulnerability of the Site or any network connected to the Site, nor breach the security or authentication measures on the Site or any network connected to the Site.
E. You may not reverse look-up, trace or seek to trace any information on any other user of or visitor to the Site, or any other customer of ours, to its source, or exploit the Site or any service or information made available or offered by or through the Site, in any way where the purpose is to reveal any information, including but not limited to personal identification or information, other than your own information, as provided for by the Site.
F. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on the infrastructure of the Site or our systems or networks, or any systems or networks connected to the Site.
G. You agree not to use any device, software or routine to interfere or attempt to interfere with the proper working of the Site or any transaction being conducted on the Site, or with any other person's use of the Site.
H. You may not forge headers or otherwise manipulate identifiers in order to disguise the origin of any message or transmittal you send to us on or through the Site or any service offered on or through the Site. You may not pretend that you are, or that you represent, someone else, or impersonate any other individual or entity.
I. You may not use the Site or any Content for any purpose that is unlawful or prohibited by these Terms of Use, or to solicit the performance of any illegal activity or other activity which infringes our rights or those of others.
J. The Site is intended for use only by those who can access it from within the UK. If you choose to access the Site from locations outside the UK, you are responsible for compliance with local laws where they are applicable.
K. You agree that you are solely responsible for:
I. all costs and expenses you may incur in relation to your use of the Site; and
II. keeping your password and any other account details which may be necessary or required confidential.
L. Our services are not targeted towards, nor intended for use by, anyone under the age of 18. If you are under the age of 18, you are not permitted to use our services.
M. We seek to make the Site as accessible as possible. If you have any difficulties using the Site, please contact us at ThreeLittleSeeds-Team@outlook.com.
N. We may prevent or suspend your access to the Site if you do not comply with any part of these Terms, any terms or policies to which they refer or any applicable law.
3. Ownership, use and intellectual property rights
A. This Site and all intellectual property rights in it, including but not limited to any Content, are owned by us, our licensors or both (as applicable). We and our licensors reserve all of our and their rights in any intellectual property in connection with these Terms. This means, for example, that we and they remain owners of them and free to use them as we and they see fit.
B. Nothing in these Terms grants you any legal rights in the Site other than as necessary to enable you to lawfully access the Site as intended and authorized by us. You agree not to adjust to try to circumvent or delete any notices contained on the Site (including any intellectual property notices) and in particular in any digital rights or other security technology embedded or contained within the Site.
C. Trade marks:
I. The following are our trademarks:
Three Little Seeds LTD Logo
II. The following are trademarks owned as set out below:
The Noble Collection
Nemesis Now
Other trade marks and trade names may also be used on this Site. The use of any trade marks on the Site is strictly prohibited unless you have our prior written permission.
4. Submitting information to the Site
A. While we try to make sure that the Site is secure, we cannot guarantee the security of any information that you supply to us. We therefore cannot guarantee that it will be kept confidential. For that reason, you should not submit any patentable ideas or patent applications, advertising or marketing suggestions, prototypes, or any other information that you regard as confidential, commercially sensitive or valuable (Unwanted Submissions) to the Site. While we value your feedback, you agree not to submit any Unwanted Submissions.
B. We may use any Unwanted Submissions as we see reasonably fit on a free-of-charge basis (bear in mind that we have no way of knowing whether such information is confidential, commercially sensitive or valuable because we do not monitor the Site to check for these matters). Therefore, we will not be legally responsible for keeping any Unwanted Submissions confidential nor will we be legally responsible to you or anybody else for any use of such Unwanted Submissions.
5. Accuracy of information and availability of the Site
A. While we try to make sure that the Site is accurate, up-to-date and free from bugs, we cannot guarantee that it will be. Furthermore, we cannot guarantee that the Site will be fit or suitable for any purpose. Any reliance that you may place on the information on this Site is at your own risk.
B. We may suspend or terminate operation of the Site at any time as we see fit.
C. You may have certain legal rights when using the Site (such as if the Online terms and conditions for the supply of goods apply to you). These are also known as 'statutory rights' as they are derived from laws such as the Consumer Rights Act 2015. A summary of your key rights is set out at the beginning of the Online terms and conditions of sale.
D. Content is provided for your general information purposes only and to inform you about us and our products and news, features, services and other websites that may be of interest. It does not constitute technical, financial or legal advice or any other type of advice and should not be relied on for any purposes.
E. While we try to make sure that the Site is available for your use, we do not promise that the Site is available at all times nor do we promise the uninterrupted use by you of the Site.
6. Hyperlinks and third party sites
The Site may contain hyperlinks or references to third party websites other than the Site. Any such hyperlinks or references are provided for your convenience only. We have no control over third party websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party website does not mean that we endorse that third party's website, products or services. Your use of a third party site may be governed by the terms and conditions of that third party site.
We shall have no liability to you for any breach of these Terms caused by any event or circumstance beyond our reasonable control including, but not limited to, strikes, lock-outs or other industrial disputes; breakdown of systems or network access; or flood, fire, explosion or accident.
7. Rights of third parties
No one other than a party to these Terms has any right to enforce any of these Terms.
8. Disputes
A. We will try to resolve any disputes or complaints you may have quickly and efficiently.
B. If you are unhappy with us please contact us as soon as possible.
C. To formally make a complaint to us please use our complaints handling procedure (https://www.threelittleseedsltd.co.uk/legal-information).
D. If you and we cannot resolve a dispute using our complaint handling procedure, we will:
I. let you know that we cannot settle the dispute with you; and
II. consider the need for Alternative Dispute Resolution and, if considered necessary, provide you with information about any alternative dispute resolution provider we deem appropriate to deal with your complaint. E. If you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms F. Relevant United Kingdom law will apply to these Terms. These Terms and Conditions of Use are up to date as of: 12/02/2024.
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