Truly Rooted Wellbeing

Shop Terms & Conditions

Effective Date: September 16, 2026

Business Name: Truly Rooted Wellbeing (“we”, “us”, “our”), operated by Jo, based in Warrington, Cheshire, UK.

Website: trulyrooted.co.uk

Welcome to the Truly Rooted Wellbeing online store. These Terms & Conditions govern your use of our website (trulyrooted.co.uk) and the purchase of any products through our store. By accessing our site or placing an order, you agree to be bound by these terms.

1. General Terms & Account Warranties

By placing an order via this website, you warrant and confirm that:

  • You are legally capable of entering into binding contracts (and at least 18 years of age).
  • The personal and delivery details provided during checkout are complete, accurate, and up to date.
  • You are not using a false name or unauthorized details.

We reserve the right to modify, adjust, or remove parts of this website or these terms at any time. Continued use of the site or placing orders after changes are posted constitutes acceptance of the updated terms.

2. Contract Formation & Order Acceptance
  • Order Placement: Placing an order signifies your acceptance of these Terms & Conditions.
  • Order Confirmation: Upon placing an order, you will receive an automated email acknowledging receipt of your purchase with details of items and pricing. This email does not constitute legal acceptance of your order.
  • Contract Formation: A binding contract between you and Truly Rooted Wellbeing comes into existence only when your order has been processed and dispatched.
  • Order Rejection/Cancellation: We reserve the right to cancel or decline any order prior to dispatch (e.g., due to pricing errors, stock unavailability, or suspected fraud), in which case a full refund will be issued promptly.
3. Products, Handcrafted Variations & Health Disclaimers
  • Handcrafted & Natural Material Variations: Many of our products – including hand-turned wooden artwork (from the Wild Hunt Art collection), candles, whipped soaps, and natural crystals/stones – are handcrafted or created from natural materials. Claims will not be accepted for natural variations in wood grain, color, scent, texture, or natural stone shades, as these are intrinsic characteristics of natural, handcrafted goods.
  • Product Descriptions: We endeavor to display product descriptions, dimensions, and colors as accurately as possible. Actual colors may vary slightly depending on individual screen settings.
  • Wellness & Cosmetic Disclaimer: Product descriptions, ingredient lists, and holistic advice provided on this site are for general personal care and informational purposes only. They are not intended to diagnose, treat, cure, or prevent any medical condition. Please review product ingredients for known personal allergens prior to use.
4. Pricing & Payments
  • Prices are listed in GBP (£). We reserve the right to update prices at any time prior to order dispatch.
  • Payments are processed securely at checkout via authorised payment gateways. Full payment (including applicable shipping fees) must be completed before orders are dispatched. We do not store credit card details on our website servers.
5. Delivery, Shipping rated & boundaries

Physical orders are fulfilled either directly from our workshop or via our trusted UK-based fulfillment partners (such as Ancient Wisdom).

  • Shipping Rates & Delivery Thresholds:
    • Standard Shipping (Parcels up to 2kg): £2.99 (sent via Royal Mail, estimated 2–5 working days after dispatch).
    • Heavy / Bulk Shipping (Parcels over 2kg): £7.99 (sent via APC on an expedited / next-working-day service after dispatch).
    • Free Shipping Threshold: Orders with a subtotal of £50 or over qualify for Free Delivery.=
    • Shipping Rates: Actual shipping costs are calculated automatically at checkout.
  • UK Mainland Boundary Restriction: Website checkout is strictly configured for UK Mainland delivery addresses only. For delivery outside the UK Mainland (including Northern Ireland, Scottish Highlands & Islands, Isle of Man, Channel Islands, or international destinations), customers must contact us prior to ordering for a custom shipping quote. We reserve the right to cancel orders placed for delivery outside the UK Mainland where standard website shipping rates do not cover actual postage costs.
  • Delivery Timescales: Delivery timeframes are estimates and cannot be guaranteed, as transport depends on external postal networks.
  • Risk & Title: Ownership of products passes to you upon full payment. Risk of loss or damage transfers upon physical delivery to your specified shipping address.
6. Order Inspection & Reporting Claims

Customers must inspect goods as soon as reasonably possible following delivery. Please adhere to the following claim timeframes:

A. Damaged, Faulty, Missing, or Incorrect Items

  • Reporting Window: You must notify us of any damaged, faulty, missing, or incorrect items within 3 business days of delivery (or within 1 business day of becoming aware of the issue), and in any event no later than 7 calendar days from delivery.
  • Claim Evidence: Claims must include your order number, affected quantity, description of the issue, and photographic evidence. Failure to report visible transit damage within this timeframe may result in the claim being declined.

B. Non-Delivery Claims

  • An order is considered non-delivered if it has not arrived within 10 business days after the estimated delivery date.
  • Non-delivery claims must be submitted within 21 days of dispatch so we can investigate with the carrier. Claims submitted outside this window may be refused by the courier.

C. Manufacturing Faults

  • If a manufacturing fault becomes apparent after delivery, you must notify us within 5 business days of discovery and within 6 months of delivery.
  • This does not apply to damage caused by misuse, normal wear and tear, accidental damage, improper storage, or unauthorised modification.

D. Remedies

For accepted claims, we may, at our discretion: issue an account credit, provide replacement goods, or issue a refund to your original payment method.

Approved refunds will be processed back to your original payment method within 14 days of approving the claim or receiving the returned goods. Outbound delivery charges are non-refundable unless the entire order was incorrectly supplied or lost in transit.

7. Cancellations, Returns & Items Ordered in Error

Your rights under the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are fully respected.

  • Right to Cancel (14-Day Cooling-Off Period): You have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.
  • Items Ordered in Error: Please notify us of items ordered in error within 3 business days of delivery (and no later than 7 calendar days). Items must be unopened, unused, in original packaging, and suitable for resale.
  • Return Authorisation Required: No products may be returned without prior authorisation from Truly Rooted Wellbeing. Please contact us via our contact form before posting items back. Unauthorised returns may not be accepted.
  • Return Postage Costs: Customers are responsible for paying return shipping costs for cancellations or items ordered in error. We recommend using a tracked postal service, as we cannot issue refunds for items lost in return transit.
  • Excluded Items (Hygiene & Custom Goods): For health, safety, and hygiene reasons, the following items cannot be returned unless faulty:
    • Personalised or bespoke items (including custom woodcrafts).
    • Cosmetics, personal care products, skincare, or bath products where protective seals or packaging have been opened or unsealed after delivery.
8. Limitation of Liability & Warranties
  • We strive to ensure all website information is accurate, but we offer no express or implied warranties regarding absolute accuracy.
  • You are responsible for ensuring your own computer or device equipment is protected against viruses or external risks.
  • To the fullest extent permitted by UK law, Truly Rooted Wellbeing’s total liability for any claim arising from an order shall not exceed the total purchase price paid for the goods in question. Nothing in these terms affects your statutory consumer rights under UK law.
9. Severance & Governing Law
  • Severance: If any provision of these terms is deemed unlawful, void, or unenforceable by a court, that provision shall be severed without affecting the validity and enforceability of the remaining provisions.
  • Governing Law: These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales, and subject to the exclusive jurisdiction of the English courts.
10. Contact Us

For all order inquiries, support, sales queries or these terms, please contact us via our website contact form or at shop@trulyrooted.co.uk