Shipping, Refunds & Returns
Last updated: March 14th, 2023
Please ensure that you have read and fully understood the terms and conditions laid out prior to purchasing any treatment or products from MRL. Using this site and placing an order, indicates your have accepted terms and conditions below.
Online Purchase Terms & Conditions. MRL website service permits you to purchase products made available to you on this Site. These purchases can be made and are permitted strictly pursuant to the terms and conditions set out below. Your purchase order cannot be accepted until payment in full for the products ordered has been received by us at which time a legally binding agreement on the terms set out herein will become effective. You may purchase products on the Site only for personal use and not for resale. By placing your order, you certify that you are purchasing products for personal use only and not for resale and you accept our General Terms and Conditions of Sale. MRL RESERVE THE RIGHT TO REFUSE ORDERS FOR ANY REASON WITHOUT EXPLANATION.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses or does not for any reason, authorise payment to us, whether in advance or subsequent to a payment, or alerts us to a ‘warning that this transaction has been identified as potentially high risk’, we will not be liable for any delay or non-delivery.
All purchases are subject to bank authorisation prior to processing. Only authorised purchases may be processed and delivered. We may at our discretion on occasions ask you to pay by bank transfer. In which case we will refund any card payments that may have been put through, FOR ANY REASON WITHOUT EXPLANATION. And we will not be liable for any delay even in instances where Next Day Special Delivery had been arranged or paid for.
Price & Payment. The price to be paid by you for any Products will be as quoted on our Site except in cases of obvious error. Our prices include VAT, unless you are outside the EU at which you will be VAT exempt.
Local and International Delivery. We will endeavor to deliver your order in accordance with the specified delivery periods.
Royal Mail 24 – 24 hours
Europe – 3 to 5 days
ROW up to 21 days
Note the above delivery times are dependant on circumstances, for example industrial strikes. Delivery periods include Monday to Friday – Orders after 12pm on Fridays will be despatched on Monday. We do not accept any liability whatsoever for delayed delivery caused by any third parties. This includes delivery address mistakes, it is the buyers responsibility to ensure the correct delivery details are present at the time of purchasing the goods. Any goods that have been returned to our warehouse through failed delivery attempts or address mistakes will require payment of redelivery of goods. By ordering you agree to these terms.
We can not take any responsibility for delayed orders to other countries outside the UK due to individual custom regulations. Please check with your country’s customs office regarding the import of the products you wish to order. As the buyer, you are responsible for any import restrictions, prohibited import items, taxes, tariffs, fees and other duties. You are responsible for complying with international, national or local laws regulating the importation of products that you may purchase. If an order is refused delivery by customs due to unauthorized ingredients or contents, MRL is not responsible for any losses or costs incurred by you, the customer. You are solely responsible for any taxes, duties, levies, fees and/or any other expenses related to importing the products you order. If the shipment is abandoned or discarded by customs, you will not receive a refund or credit of any kind. By ordering you agree to these terms.
Parcel Returns. Parcels will be charged to be ‘resent’ if they are returned to MRL warehouse due to: (1) incorrect delivery address or delivery information (safe place); or (2) not collected from parcel office if not in at time of delivery. Upon delivery of the Products to you, we will also provide you with sufficient details to enable you to (1) exercise your right of cancellation; and (2) address any intended cancellation or complaints to the correct place.
Online Purchase Returns Policy. We do hope that you will be pleased with your purchase. However, if for some reason you would like to return any product bought from MRL, we will be happy to refund or exchange it provided that the Product together with its packaging is in fully re-saleable condition. MRL will not accept the return of products which have been purchased from any outlet other than this online Site. Therefore you will have to provide your order invoice number. The provisions of this clause do not affect your statutory rights. Returns must be made within 14 days of delivery to you and in original, undamaged and unopened packaging. We will not refund postage and it is your responsibility to arrange and pay for the return of any Product. This does not affect your statutory rights. All returns should be sent via recorded delivery, as we cannot be responsible for any items that are lost in transit. You must also retain proof of postage. To return a Product please send it back securely wrapped, in the original protective packaging along with a completed Returns Note stating the reason for your return to the following address:
Marie Reynolds London Limited, Bluebell Barn
Reepham Road, Alderford, Norfolk, NR9 5NQ
If your order arrives and the products are not those you ordered, or the order is incomplete, or any product is in a damaged condition when you receive it, please notify us immediately by email: email@example.com.
Damaged Goods. In the case of damaged goods please retain all packaging and damaged products for our inspection. Please take and send MRL pictures of this damage. Subject to this information provided and to this policy, MRL will within a reasonable time refund the price you paid for the returned products together with the initial delivery charge. Please state clearly your dispatch details in all communications to us.
Refunds. MRL will only make a refund via the payment method used for the online purchase, either Papal or bank transfer. Legal ownership of the goods will immediately revert to us if we refund any such payment to you.
Gift Vouchers. Gift Vouchers can only be issued by Marie Reynolds London Limited. Gift Vouchers either at the clinic or online, can only be redeemed at Marie Reynolds London Clinic in Norfolk or London base (this is not inclusive of the Fortnum and Mason goods) and online. They may be exchanged for treatments or products of a higher price than the face value of the card, on payment of the difference. Gift Vouchers are only valid and will only work with the specific code noted on the card. The purchase of Gift Vouchers online is excluded from any online offers.
Special offers do not apply to the purchase of Gift vouchers. Gift vouchers purchased online are typically sent by First Class Signed for Mail when available. Gift vouchers purchased are valid for 6 months from the date of purchase. At expiry the value will be lost. Gift vouchers expire on the date marked on the gift voucher. Gift vouchers presented after their expiry date will be treated as void and are non-exchangeable and non-refundable.
If any product purchased with the gift voucher is lower in price than the gift voucher, no change will be given. If any product purchased with a gift voucher is subsequently exchanged for a product of a lower price or a refund, no change will be given. Gift Vouchers can not be used to purchase Gift Vouchers. Gift vouchers should be protected treated as cash in terms of security. MRL will not accept liability for lost, stolen or damaged gift vouchers. Gift vouchers can not be replaced if lost, stolen or damaged. MRL reserve the right to refuse gift vouchers that appear to be tampered with in any way. If you have made a purchase with a Gift Voucher (in whole or in part) and you would like to return your purchase, please note that you will be refunded the amount paid by the Gift Voucher in the form of a ECoupn or gift voucher, minus the returns delivery charges. Gift vouchers can not be returned or refunded, except in accordance with your legal rights.
MRL reserves the right to amend the terms and conditions of gift vouchers at any time, without notice and to take appropriate action including cancellation if at its discretion, it deems such necessary action notify of the services withdrawal or in the event of circumstances beyond its control.
You will be subject to the policies in force at the time that you order Products from us, unless any change to those policies is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies before we send you the invoice.
Marie Reynolds London Limited is a company incorporated in England and Wales and whose Registered