Terms & Ordering Guidelines

ORDERING GUIDELINE

1. Orders can be placed through our website, by email, fax, post or telephone. In order to avoid communication errors we strongly recommend that orders be placed in writing via our website, email or fax. We guarantee the accuracy of written orders, however, we accept no responsibility for errors as a result of verbal miscommunication.

2. We pride ourselves on the speed of our service. Orders are processed the same day they are received (withing domestic market). We cannot guarantee despatch times in situations affected by circumstances beyond our control. Once the order has been processed, any changes will be treated as a new order.

3. International orders will need to be confirmed and payed before the order is processed, and despatch is made. The order will be held until the customer advises the final confirmation.

4. We will do our best to notify our customers of discrepancies due to changes in prices.

5. Whilst we do not impose minimum order quantities.

6. If any item is short delivered and has been charged for, Hanna Maria will be more than happy to cover the cost of freight in sending the goods as soon as possible. Please note items are not backordered and need to be re-ordered at the time they become available.

7. We offer same day Pick Ups. Please provide a few hours notice before the time of collection so that your order can be invoiced, picked, packed and ready for pick up at the time of your arrival. Pick Up hours are between 11.00am and 14.00pm

8. Phone Number: Contact telephone numbers are required on all orders. We do not seel our customers contact information. We need your contact in case of delivery difficulties.

PAYMENT METHOD

1. All orders must be paid efore shipment is arranged. After placing order you will receive invoice for payment advance.

Our account details for your payment order:
Bank name: CESKA SPORITELNA
Account name: HANA TOMASKOVA
International Bank Account Number: CZ14 0800 00000012 1170 4379
Branch Identifier Code: GIBACZPX
Sort Code: 0800 Account Number: 1211704379

PRICING & TAXES

1. All prices are quoted in Euro. Prices quoted in our website do include VAT.

2. VAT is applied to all orders within Czech Republic on taxable items. We cannot waive VAT.

3. Orders outside of the EU do not incur VAT, however there may be import duties and taxes applicable to the destination of shipment that Hanna Maria cannot be responsible for. If you have questions about these charges please contact your local customs office. For orders within the EU, the VAT is not chargeable if you provide your VAT number at the time of ordering.

4. All prices are quoted ex-works and do not include shipping and transportation costs.

CANCELLATIONS

1. Orders left on a "Wait" status or unconfirmed beyond 4 weeks will be automatically deleted from our system.

SHIPPING

1. Hanna Maria has accounts with several major courier companies. We will arrange freight through these accounts for you unless you require shipping through your own courier. If you wish to use your own courier we cannot be held responsible for loss or damage once goods leave our warehouse. Please advise your national / international account number and Czech contact details of your courier in the Special Instructions/Comments sections with your order.

2. Freight calculation is based on weight, volume and destination. Sales consultants are happy to provide freight quotes before processing payment if requested at the time the order is placed.

3. Hanna Maria does not charge handling or packing fees unless special legal or specification documents are requested.

4. Alternative shipping methods can be arranged at the customers risk. Hanna Maria takes no responsibility for any items lost or damaged or any damage that occurs during alternative shipping methods.

5. All orders must be checked and any discrepancies notified to Hanna Maria immediately upon receipt.

6. International shipping may require legal documents for export purposes. Please check with your local shipping agent or customs agent. Goods being held, stored, or penalties incurred in processing International orders will be passed on to the buyer/importer before the order is dispatched.

RETURNS & REPLACEMENTS

1. Any discrepancies must be reported within 7 days of receiving your order. It is important to note the name of your Sales Consultant who has dealt with your return. Any discrepancies with your order will be logged in our system for quick reference so that we can better manage your account. No returns or exchange will be allowed after 7 days from receipt of your order.

2. Any problems reported after 7 days which are not the fault of Hanna Mari will incur a 20% re-stocking fee. If a return or refund is necessary, this must fall within 2 months of the invoice date. Returns will not be accepted beyond 2 months.

3. If an error has been made by Hanna Maria with regards to a written order, either invoicing or packing, we will gladly pay for return shipment. If customer requires urgent re-despatch, it will be necessary to pay for goods at the time the re-order is lodged, which will then be credited/refunded when we receive the returned goods.

4. Errors made by clients when placing their order can be returned if reported within 7 days and products are unopened. This will incur the 20% restocking fee. This includes change of mind returns also. Goods must arrive in re-saleable condition. Return freight will be at customer's expense. 20% Restocking Fee covers costs of time and labour involved with returning goods to the warehouse.

5. Goods must be re-packed carefully for return and the package must include a letter identifying your invoice number, name, contact information as well as why the goods are being returned. Whether you require a credit or a replacement, it is extremely important to provide as much detail as possible about what you are returning so that the return can be processed accurately & promptly.

PRODUCT LIABILITY

The stability and nature of our products may be altered depending on storage conditions, or when used in combination with other ingredients. This is beyond our control and we strongly recommend lab tests prior to commercial runs. Hanna Maria cannot accept any liability in this regard .

DISCLAIMER

The information contained in this website is obtained from current and reliable sources.

Hanna Maria provides the information contained herein in good faith but makes no representation as to its comprehensiveness or accuracy.

This website summarises our best current knowledge of the health and safety hazard information of the product.

This website is thus, intended only as a guide to the appropriate precautionary handling of the material by properly trained personnel using this product.

Individuals receiving this information must exercise their independent judgment in determining its appropriateness for a particular purpose.

As the ordinary or otherwise use(s) of this product is outside the control of Hanna Maria, no representation or warranty, expressed or implied, is made as to the effect(s) of such use(s), (including damage or injury), or the results obtained.

Hanna Maria expressly disclaims responsibility as to the ordinary or otherwise use(s). Furthermore, nothing contained herein should be considered as a recommendation by Hanna Maria as to the fitness for any use. The liability of Hanna Maria is limited to the value of the goods and does not include any consequential loss.

Hanna Maria shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Hanna Maria shall not be responsible for any damages resulting from use of or reliance upon this information.

The user of the product is solely responsible for compliance with all laws and regulations applying to the use of the products, including intellectual property rights of third parties.

Postage and Carriage

We are unable to advise the precise postage cost until we have received the order.
Our postage is calculated fairly according to the destination and weight of the order including packaging. We source the least expensive method for each customer (unless they specify the order is urgently required). All orders, including carriage, are plus VAT unless you are outside of the EU (or if you have a VAT number within the EU.)

We do not have a minimum order charge.
If you have any further queries please sen us message.
For more information about payment and ordering policies, please feel free to ask.

Quality Control

At New Directions we firmly believe that Quality Control is of utmost importance and it is imperative that the most meticulous tests are carried out for every product in our range. Uncompromising quality is a responsibility, which we take seriously. New Directions' commitment to quality is coordinated by our in-house aroma therapist, chief chemist and quality control chemist. The most rigorous processes are implemented to determine the purity and potency of sourced oils. By maintaining this intense level of quality control and developing new methods and techniques, New Directions can ensure superior products.

CLEAN ROOM : Products are filled in dust free evironment

GLC TESTING : One of the most sophisticated methods of testing, Gas Liquid Chromatography ensures that the most irregular types of adulterants can be found. Every batch of essential oil received must pass this analysis before reaching you.

VISUAL AND SMELL TESTS : Sensory tests are the initial tests conducted. The translucency, colour, viscosity, solubility and smell of the oil have been tested to maintain the quality of an optimum-grade essential oil.

SPECIFIC GRAVITY TESTS : Specific gravity is the density of a substance divided by the density of water. Since water has a density of 1 gram/cm3, and since all of the units cancel, specific gravity is the same number as density but without any units.

REFRACTIVE INDEX TESTS : The ratio of the velocity of light in a vacuum to its velocity in a transparent specimen. The index of refraction is related to the physical structure of the medium through which light is passing. For this reason, the index of refraction is a characteristic of substances that can be employed in identifying unknowns. The higher the refractive index, the greater the amount of dispersion, which increase the brilliance of a material.

ACID VALUE TESTS : The amount of free acid present in fat as measured by the milligrams of potassium hydroxide needed to neutralize it.

HYDROXYL VALUE TEST : A measure of hydroxyl (univalent OH) groups in an organic material.

IODINE VALUE TEST : Also called Iodine Number, a measure of the degree of unsaturation of an oil. The amount of iodine, in grams, that is taken up by 100 grams of the oil. A low iodine value implies a high degree of saturation.

SAPONIFICATION VALUE TESTS : The saponification value is the amount of alkali necessary to saponify a definite quantity of the sample. It is expressed as the number of milligrams of potassium hydroxide (KOH) required to saponify 1 gram of the sample.

HEAVY METAL TESTS : Lead, mercury and arsenic are tested to be free of detectable levels of these heavy metals.

Combining these tests ensures that the physical & chemical parameters of the oils are thoroughly examined. The thorough and continuous liaising between in-house chemists and aromatherapist ensure that oils that fail these stringent tests are discarded immediately. The result of these tests guarantee that our customers obtain the greatest level of confidence in New Directions and receive only the highest quality products. We welcome our clients to visit our laboratory and see our quality control systems.

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Tel.: +420 602 121 463
Fax.: +420 466 924 522

Email: info@tomexo.cz