Our Pledge to You.
By placing an order with MandiMart, whether on our website or by email you are confirming your agreement to the terms and conditions of sale, which are specified below in full detail.
The sale price that you are given, or see on site and in your basket at checkout is the price you will pay for the product. When we confirm your order via email you will receive an invoice as part of this confirmation. This invoice will show the breakdown of any applicable taxes – such as VAT – that have been charged as part of the sale price of the product. These taxes are included in the sale price and are not an additional cost.
We keep all your personal data completely private and WILL NEVER pass on your details to anyone except our trusted delivery partners as required to fulfill your order (e.g. Royal Mail). We are fully compliant with Data Protection Law.
We reserve the right to alter our prices at any time without prior notice.
We reserve the right to alter this policy at any time and without prior notice.
- Orders that are in stock are dispatched daily at 2pm Monday – Friday.
- Orders placed before 2pm Monday – Friday will be dispatched the same day.
- Orders placed after 2pm Monday – Friday will be dispatched the next working day.
- As such, orders placed after 2pm Friday – Sunday will be dispatched the following Monday.
- Orders will not be dispatched on Bank Holidays or weekends.
For Standard Domestic Orders: We use Royal Mail’s Tracked 48hr delivery service as standard. Royal Mail state a delivery guideline (not a guarantee) of 1-2 working days for this service, however during busier periods (such as Christmas) this may not always be possible. If your order has not arrived after 2 working days from the date of dispatch please contact us. This is a tracked and insured service and we will be able to assist you in locating your order.
For Expedited Domestic Orders (Next-Day Delivery): Provided that we have received your order before 2pm on a weekday, we will process and dispatch your order the same day using Royal Mail’s Tracked 24hr delivery service. This service aims to deliver your parcel within 24hrs of the dispatch time – in some instances this may not be possible and delivery may fall within a 48hr period. If you have not received your order after 1 day from the dispatch date please contact us. This is a tracked and insured service and we will be able to assist you in locating your order.
For Standard International Orders: We use Royal Mail International Track (+ Sign), dependent on what the destination country accepts. Royal Mail state a 3-5 working day delivery guideline for this service within Europe, and a 5-7 working day guideline worldwide. However, we have found this is rarely the case outside of major cities, especially during busier periods (such as Christmas) this may not always be possible. This is a tracked and insured service, please contact us if you have not received your delivery within the above stated time-frames and we will assist you using our experience to locate your order and decipher the true meaning of the tracking information.
For Expedited International Orders: We are able to offer expedited international shipping to many EU countries through our various couriers. We can use DPD, DHL or another courier of your choice. There is a partial price, delivery time and availability list available on our shipping information page. If your country is not on this list, it does not mean expedited delivery is not possible here. We are able to offer expedited delivery worldwide using various couriers; this is something that we will examine on a case-by-case basis. Please email us and we will investigate your delivery options and let you know what is possible.
If you have selected a shipping method that does not include tracking/insurance then you accept and agree that in the instance that the parcel is lost or delayed, you will not be entitled to a refund or a replacement product, as we will be unable to make a claim for the loss.
We retain proof of postage at all times and reserve the right to use a different shipping method than you have selected in order to give your order added security in certain circumstances (e.g. for extremely high value orders we may upgrade to DHL Courier delivery). In the majority of situations we will respect the customers chosen shipping method. We retain proof of postage for 90 days. After this time it may not be possible to retrieve your proof of postage.
Shipping Issues, Delays, Lost Parcels etc.
At MandiMart we pride ourselves on our same-day dispatch and fast delivery. If your order is placed by 2pm (UK Time) then you can receive your order the next morning. We are constantly on the lookout for ways to improve our delivery service and avoid delays for our customers.
It is your responsibility as the customer to ensure you have entered the correct shipping address. When you place an order you will be sent a confirmation email confirming your order details. Your address and the product details are included in the order details; this is your opportunity to correct any possible mistakes with your order. If you become aware of errors with your order please make us aware at the earliest possible time by sending an email to MandiMartLimited@gmail.com. We will endeavour to alter your order before it is dispatched. Unfortunately, if your order has already been dispatched we cannot be held responsible for any issues that arise due to the incorrect information you have provided. In this instance we will need to wait to receive the initial parcel returned to us before we can re-send your order, which would require the delivery fee to be paid again. If you need your order urgently we suggest placing a new order with the correct address which will be dispatched immediately – once we receive the initial parcel returned to us we will process a refund for these products.
While we try our absolute best to minimise any shipping errors, we are only human. In the event we have sent you the wrong product, we believe that we have caused enough inconvenience through our mistake, and as a result of this we will dispatch the correct product to you at the next available opportunity, irrespective of whether or not you have returned the incorrect product at that moment. However, we do ask that you return the incorrect product promptly, but at your leisure. We can provide return shipping labels for UK customers, but not international customers at this time. Failure to return the incorrect products will incur an invoice and subsequently debt collection as required.
If you have not received your order after the expected delivery guideline has passed, please contact your local post/delivery office, and quote your tracking number to them. In 90+% of cases a ‘failed delivery attempt’ has been made but the postman didn’t leave a ‘something for you’ card to let you know this. If the parcel is indeed at the local delivery office you will be able to re-arrange delivery or collection of your parcel via the Royal Mail website, or by contacting the local delivery office directly.
Unfortunately, we are not able to guarantee delivery or the time/date that our carrier (Royal Mail, DHL, e.t.c.) will plan to make the delivery – this is out of our control. If you parcel is delayed or lost you can rest assured that we will do everything in our power to help you trace your lost parcel. This will include following up tracking numbers (if applicable) and contacting Royal Mail for further clarification if the tracking information is not explicit. MandiMart cannot accept responsibility for delays or losses caused by Royal Mail or other carriers until the ‘claims waiting time’ has expired. Until this has happened the only message we will receive from Royal Mail is to wait. After this time we are more than happy to begin a complaint/claim against Royal Mail for the delay/loss of your parcel.
For Domestic Orders: This is currently 21 days after the expected delivery date. For example, an order placed after midday on Monday 3rd January is due to be dispatched by Tracked 48 on Tuesday 4th January – the latest expected delivery date would be Friday 7th January. 21 days after this date would be the 28th January. We understand that this can be frustrating and will do what we can to make these situations easier on you. In order to make a claim with Royal Mail this must be initiated within 60 days of the dispatch date – this would be Sunday 4th March. If you have not informed us of a delayed/lost parcel within this time then Royal Mail will not accept the claim.
For International Orders: This is currently 90 days after the expected delivery date. For example, an order placed after midday on Monday 3rd January is due to be dispatched by International Tracked on Tuesday 4th January – the latest expected delivery date for EU destinations would be Monday 10th January. 90 days after this date would be the 19th April. In order to make a claim with Royal Mail this must be initiated within 6 months of the dispatch date – this would be Tuesday 3rd July. If you have not informed us of a delayed/lost parcel within this time then Royal Mail will not accept the claim.
If you have entered a ‘SafePlace’ for your parcel to be left (i.e. when you are not present to accept the delivery) and Royal Mail state that they have left the parcel in the specified ‘SafePlace’, then MandiMart cannot be held responsible for any losses that you have experienced through using the ‘SafePlace’ service.
We understand that your supplement requirements are subject to change and, as such, you may occasionally need to return unused/no longer prescribed products. We offer a no contest return policy if the product is in reasonable expiry date, in its original condition, unopened with the security seal still in place and the return is initiated within 90 days of the order being placed.
MandiMart will not accept opened, unsealed products for return in any situation other than a (possible) manufacturing defect. In this situation we require the product to be returned to us and then we will converse with our supplier/manufacturer as to whether a manufacturing defect is present in the product. This could include returning the product to our supplier/manufacturer. If a manufacturing defect is present then you will be issued a new product replacement or a refund, whichever you should prefer. Please note that the return shipping is to be paid by customer and only on discovery of a manufacturing defect will this be refunded. If there is no manufacturing defect present you will not be refunded nor will a replacement be sent to you.
We will process a refund once we have received the returned product. MandiMart accepts no responsibility for returns that are lost or damaged en route to our address. For this reason, we strongly recommend using a tracked/registered service and ensuring the products are adequately protected as required when returning products.
While we continually strive for perfection, we are only human and mistakes will happen from time to time. If we have mistakenly sent you the wrong product we are more than happy to cover the cost of returning this product to us. We believe that you have been inconvenienced enough through no fault of your own, and as such should not have to pay for the return, or wait until the initial product is returned before the correct product is dispatched. We will immediately dispatch the correct product for you, with no regard to whether we have received your product return. However in the instance that you have ordered the wrong product or no longer require the product you have ordered, we would expect you to fund the return yourself.
These conditions do not affect your statutory rights.
We require that all payments are made in Sterling GBP (£) and through our selected payment provider(s). The buyer is responsible for any currency conversions or charges required to complete the transaction in Sterling (£). If you are unable to make payment via these methods then please contact us and we will endeavour to find a solution that works for both parties.
Payments for CBD products are unable to be processed by our payments provider due to the current politcal climate surrounding CBD and cannabis products. Payment for these products must be made by alternative means e.g. Bank transfer.
Communicating with Mandi Mart
If you need to communicate with us, the best way to do this is by email. Please email [MandiMartLimited@gmail.com]. If you need to communicate with us regarding an order that you have already placed, please quote your order number e.g. (12345/123456/12). Doing so helps us to locate your order faster, and deal with your issue faster.
All emails will aim to be responded to within 48 hours of receipt (8am – 3pm, Monday – Friday). It is not uncommon to have a reply within the hour. Emails sent on the weekend will be responded to by Monday. It is possible, but unlikely, that you may receive a response during the weekend.
Please list [MandiMart@aol.com] and [MandiMartLimited@gmail.com] in your email contacts. This will prevent email communications regarding your order from us being delivered to your spam/junk folder.
Please do not contact us by telephone; we are unlikely to answer. If we do answer, regardless of your issue, we will inform you that the quickest way for your issue to be dealt with is to email us.
Our website will still allow you to purchase a product even after we have marked it as out of stock. For this reason, even if you have completed the check out process, this does not guarantee that we have stock available of this product. We do our best to keep our website stock updated accurately, including estimated times of arrival (ETA) and explanations as to why a product is out of stock. In the instance that we are out of stock of a product you have purchased, we will notify you via email of the situation by the next working day at the latest.
There are three options to choose from in this situation:
1) The rest of your order is dispatched while the out of stock product is placed on HOLD. Once we receive our delivery of new stock the product is immediately shipped out. You will receive a dispatch notice when this occurs.
2) Your entire order is placed on HOLD while we wait for the out of stock product to arrive. Once we receive our delivery of new stock the entire order is immediately dispatched, you will receive a dispatch notification of this.
3) The product is removed from your order and a refund is processed for you immediately. The rest of your order will be dispatched immediately.
In the vast majority of situations, we will use option one and notify you of this via email.
If the out-of-stock product you have purchased is from the ‘CLEARANCE BARGAINS’ category or is an ‘END OF LINE’ or ‘EXPIRED’ product then it is highly unlikely we will replenish stocks of this product. As such, only option three would be applicable in this situation. We reserve the right to decide whether or not to replenish stocks of our products.
Matters Beyond our Reasonable Control
We shall not be held liable for any breach of the terms and conditions that has been caused by circumstances out of our control including, but not limited to: Fire, lightning, extreme weather, war, civil unrest/disorder, flooding, a lack of internet services or local/central Government actions.
It is your responsibility as the customer to ensure that the products you have purchased fall within the permitted regulations of the country you have requested the delivery to be made to. You must research the import regulations of the country. Any taxes/duties that arise as a result of the delivery are the responsibility of the customer to pay; MandiMart will be not held liable for these costs. Furthermore, any product that is rejected by the import/customs authorities of the delivery destination country will not be refunded until we have received the products returned to us. As a result, until we receive the rejected items returned to us the customer will be held liable for their sales value although they never received them.
In the event of inconsistency between the English Language terms and conditions and any translated version, this English language version shall prevail.
Products sold by MandiMart are not intended to diagnose, treat, cure or prevent any disease. MandiMart is simply a broker, meaning that we do not manufacture any of the goods sold and rely totally on the accuracy of the information given by the supplier/manufacturer. If there is any misinformation provided by the supplier/manufacturer we will support the customer in making a claim against them.
Customers must rely on their own expertise/research and that of their personal advisers or qualified healthcare practitioners as to the use and suitability of products purchased. Customers should always carefully check all the details printed on the product before opening the product. Providing a product for sale does not imply MandiMart's recommendation of that product, its suitability or its efficacy. MandiMart, nor Mandy or Joe Rodwell are qualified to give medical opinions or advice. No comment or entry on neither this site, nor any email communication from MandiMart or Mandy or Joe Rodwell directly should be taken as medical advice.
In the instance that we have accidentally made a typographical pricing error on our website we reserve the right to cancel any orders placed for that product, even if you have received a confirmation email. In this instance we will immediately refund the amount paid and correct the error on the website.