Terms & Condition

Our general sales terms


1. These terms

1.1 These terms contain important information on how we supply goods and content to you. Please read them carefully before you submit your order to us.

1.2 These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

1.3 When we use the words "writing" or "written" in these terms, this includes emails.

1.4 If you think that there is a mistake in these terms or want to discuss anything, please contact us on https://www.forestessentials.co.uk/contact


2. Who we are

2.1 We are Mountain Valley Springs U.K. Private Limited a company registered in England and Wales. Our company registration number is 12526851 and our registered office is at One New Change, London EC4M 9AF. Our registered VAT number is 367 8392 45.

2.2 You can contact us by https://www.forestessentials.co.uk/contact

If we have to contact you we will do so by email (service@forestessentials.co.uk) or by phone(08081966934 ) using the details from your order.


3. Our contract with you

3.1 After you submit your order online, we will send you a confirmation email accepting your order. Once you have received this email, a contract will come into existence between you and us.

3.2 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources, which we could not reasonably plan for, because we have identified an error in the price or description of the product, or because we are unable to meet a delivery deadline you have specified.

3.3 We will tell you your order number in the confirmation email, please use this order number when you are contacting us about your order.

3.4 Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK


4. Our products

4.1 We attempt to be as accurate as possible when describing our products on the website, but cannot guarantee that our website is error-free.

4.2 The products available on our website, and any samples thereof we may provide to you, are for personal use only. You may not sell or resell any of the products, or samples thereof, you purchase or otherwise receive from us. We reserve the right, with or without notice, to cancel or reduce the quantity of any orders that we believe, in our sole discretion, may result in the violation of these terms and conditions.

4.3 Products and their packaging may vary slightly from the images of the products on our website, which are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. We try to keep the images of the packaging up-to-date, but these may vary from the product you receive.


5. Your rights to make changes

5.1 If you wish to make a change to the product you have ordered, please contact us on https://www.forestessentials.co.uk/contact to discuss what practical options are available to you. Please have your order number ready. We will let you know if the change is possible and if any changes to the price of the product, the timing of supply or anything else apply. We will ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.

5.2 Please note as we generally process orders very quickly and dispatch orders within 1-2 days it may not be possible to prevent your order from being dispatched.


6. Our rights to make changes

6.1 We may change a product:

     (a) to reflect changes in relevant laws and regulatory requirements; and

     (b) to implement minor technical adjustments and improvements.


7. Delivery

7.1 The costs of delivery will be as displayed to you on our website. Please note that additional charges may be applicable for delivery to the Channel Islands, the cost of which shall be notified to you before you place your order.

7.2 We or our delivery partner will send you an email with tracking information once your order has been dispatched.

7.3 If delivery of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for the delay. If there a risk of substantial delay, you may cancel your order and get a refund for affected, undelivered items.

7.4 If after we have been unable delivery your products to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

7.5 The products will be your responsibility from the time we deliver the product to the address you gave us. You own a product once we have received payment in full.


8. Suspension

8.1 We may have to suspend the supply of a product to:

     (a) deal with technical problems or make minor technical changes;

     (b) update the product to reflect changes in relevant laws and regulatory requirements; or

     (c) make changes to the product as requested by you or notified by us to you (see clause 9).

8.2 We will contact you in advance to tell you we will be suspending supply of the product you have ordered, unless the problem is urgent or an emergency. You do not have to pay for products if they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than thirty days and we will refund any sums you have paid in advance for the product.


9. Your rights to end the contract

9.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

     (a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back);

     (b) If you want to end the contract because of something we have done or have told you we are going to do;

     (c) If you have just changed your mind about the product. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.

9.2 If you are ending a contract for a reason set out at (a) to (e) below, the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

     (a) we have told you about an upcoming change to the product or these terms which you do not agree to;

     (b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

     (c) there is a risk that supply of the products may be significantly delayed because of events outside our control;

     (d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than thirty days; or

     (e) you have a legal right to end the contract because of something we have done wrong (including because we have delivered late).

9.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

9.4 You do not have a right to change your mind in respect of:

     (a) products specifically customised or personalised for you;

     (b) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.

How long you have depends on what you have ordered and how it is delivered. If you have bought goods, you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.


10. How to end the contract with us (including if you have changed your mind)

10.1 To end the contract with us, please let us know by doing one of the following:

     (a) Call customer services on 08081966934

     (b) or email us at service@forestessentials.co.uk.

Please provide your name, home address, details of the order and, where available, your phone number and email address.

     (c) By post. Print off the cancellation form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.


11. Returns

11.1 If you end the contract for any reason after products have been dispatched to you or you have received them, you must place a returns request by post to us by using the returns note here or filling an online returns request form here or by writing to us at service@forestessentials.co.uk

11.2 All products must be in a saleable condition, unused and in their original packaging. Prior to returning your products to us, you are obliged to keep and take reasonable care of them. If an item is returned to us damaged and in an unsaleable condition, we won’t be able to give you a refund and we may have to send it back to you and ask you to pay for the postage.

11.3 We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

11.4 In order to return your online order to us, please print and complete our Returns Form which can be found here. In order to cancel, please contact us on https://www.forestessentials.co.uk/contact. Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel).

11.5 If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

11.6 We will pay the costs of return:

     (a) if the products are faulty or misdescribed; or

     (b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

     In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

     11.7 Your right to return goods may not apply to goods

• made to your specification or

• which have been clearly personalised (e.g. by being engraved) or

• which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or

• where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.


12. Refunds

12.1 We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

12.2 If you are exercising your right to change your mind:

     (a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

     (b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. We will only refund what you would have paid for the cheaper delivery option.

12.3 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 working days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

12.4 Please note that it may take up to 5 working days for your bank to credit your account. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

12.5 Products excluded from refunds policy are:

- booking fees
- personalised goods/ gift cards
- services


13. Our rights to end the contract

13.1 We may end the contract for a product at any time by writing to you if:

     (a) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or

     (b) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.


14. If there is a problem with the product

14.2 We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.


Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, for example furniture or a laptop, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

     a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

     b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

     c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

See also clause 12.3.

[If your product is services, for example [a support contract for a laptop or tickets to a concert], the Consumer Rights Act 2015 says:

     a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

     b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.

     c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).]


14.3 If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage. Please contact us here: https://www.forestessentials.co.uk/contact


15. Price and payment

15.1 We reserve the right to change prices at any time without notice to you

15.2 The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 16.43 for what happens if we discover an error in the price of the product you order.

15.3 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

15.4 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

15.5 We accept payments done via below options:

• Visa / MasterCard
• Sofort
• Amex
• WeChat
• AliPay


16. Our responsibility for loss or damage suffered by you

16.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

16.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and for defective products under the Consumer Protection Act 1987.


17. How we may use your personal information

17.1 We will only use your personal information as set out in our privacy policy.


18. Other important terms

18.1 We may transfer our rights and obligations under these terms to another organisation.

18.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

18.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

18.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

18.5 Even if we delay in enforcing this contract, we can still enforce it later.

18.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts




19. Website

19.1 By using our site, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to these terms, you must not use our site. We recommend that you print a copy of these terms for future reference.

19.2 We amend these terms from time to time. Every time you wish to use our website, please check these terms to ensure you understand the terms that apply at that time.

19.3 Our site is made available free of charge. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

19.4 We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

19.5 Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.


20. Your account

20.1 Please treat your username and password as confidential. You must not disclose it to any third party.

20.2 We have the right to disable any user password, whether chosen by you, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.


21. Intellectual property

21.1 We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

21.2 You must not use any part of the content on our site for commercial purposes.

21.3 The trade marks used on our website are UK registered trade marks. You are not permitted to use them without our approval.


22. Third Party Links

22.1 Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources.


23. Prohibited uses

23.1 You may use our site only for lawful purposes. You may not use our site:

(a) In any way that breaches any applicable local, national or international law or regulation.

(b) In any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect.

(c) For the purpose of harming or attempting to harm minors in any way.

(d) To bully, insult, intimidate or humiliate any person.

(e) To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).

(f) To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

23.2 You also agree:

(a) Not to reproduce, duplicate, copy or re-sell any part of our site, except when done for your own personal use in relation to reviewing, buying or recommending our products.

(b) Not to access without authority, interfere with, damage or disrupt:

(i) any part of our site;

(ii) any equipment or network on which our site is stored;

(iii) any software used in the provision of our site;

(iv) or any equipment or network or software owned or used by any third party.


24. Viruses

24.1 We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.


25. Linking to our website

25.1 You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our site in any website that is not owned by you.

25.2 Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice.


26. Leaving a review

26.1 We love to hear what you think about our products, which is why we provide you the ability to leave a review.

26.2 When you leave a review you must comply with our Content Rules (see section 27) and you warrant that any contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.

26.3 Any reviews you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your review, however, you grant us a worldwide, non-exclusive, royalty-free, transferable licence for us, partners or advertisers to use the content.

26.4 We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.

26.5 We have the right to remove any posting you make on our site if, in our opinion, your post does not comply with the content standards set out in our Content Rules in section 28.


27. Content Rules

27.1 All reviews or content uploaded to our website must:

     (a) Be accurate (where it states facts).

     (b) Be genuinely held (where it states opinions).

     (c) Comply with the law applicable in England and Wales and in any country from which it is posted.

27.2 Any review or content uploaded to our website must not:

     (a) Be defamatory of any person.

     (b) Be obscene, offensive, hateful or inflammatory.

     (c) Bully, insult, intimidate or humiliate.

     (d) Promote sexually explicit material.

     (e) Include child sexual abuse material.

     (f) Promote violence.

     (g) Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.

     (h) Infringe any copyright, database right or trade mark of any other person.

     (i) Be likely to deceive any person.

     (j) Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.

     (k) Promote any illegal content or activity.

     (l) Be in contempt of court.

     (m) Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety.

     (n) Be likely to harass, upset, embarrass, alarm or annoy any other person.

     (o) Impersonate any person or misrepresent your identity or affiliation with any person.

     (p) Give the impression that the Contribution emanates from [NAME OF COMPANY], if this is not the case.

     (q) Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse.

     (r) Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.

     (s) Contain any advertising or promote any services or web links to other sites.

     (t) Contain terrorist content.


Schedule 1 Model Cancellation Form

Complete and return this form only if you wish to withdraw from the contract.

Download cancellation form

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