Terms

Terms of use

You must ensure that the details provided by you upon registration are correct and complete – please inform us immediately of any changes by updating your personal details.

When you register to use the site, you will be asked to submit a password which you must keep confidential.

You shall select the products you wish to purchase from the web site and be able to view these selected products in the shopping trolley function of the web site. At this stage, you can view the products you have selected, check your selection, and make any necessary amendments to it. It is your responsibility to check the order carefully. You shall be liable for products ordered regardless of any input errors.

Once you are happy with the details you have entered for the products you wish to purchase from the web site, click Submit to confirm your details and delivery address and then proceed to the checkout where you will be asked to confirm the delivery costs and then your payment details will be requested. You should click “Proceed” to send a request for the products to us.

You will be charged for the products and delivery when you place your order. Up until payment, we shall be entitled to reject any order if the order does not contain all the products, delivery and payment information required or if such information is not provided by you in the correct format.

Notwithstanding the foregoing, we reserve the right to refuse any order.

Secure online payment from Barclays Bank PLC. We accept the following credit and debit cards: VISA, Master Card, Euro card, Amex, Maestro, Switch, Solo, Delta and Electron.

Security is a major issue for anyone purchasing on the Internet. You need to know that a web site is legitimate, and transactions are secure before you buy.

We take every precaution to protect your personal information. When we ask you to submit sensitive personal financial information, such as your credit card number, we use industry standard Secure Sockets Layer (SSL) encryption technology.

To address these issues, our secure server software uses the SSL Digital Certificate to encrypt your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or log in to our site, our server checks that you’re using an approved browser – one that uses SSL 3.0 or higher.

Once your information reaches us, it resides on a server that is heavily guarded both physically and electronically. Our servers sit behind an electronic firewall and are not directly connected to the Internet, so your private information is available only to authorised computers.

Title of the goods shall only pass to you on delivery of the goods. Risk shall pass to you (so that you are then responsible for all loss or deterioration of the goods or for any damage occurring) upon delivery.

 

Prices

At TIANA Fair Trade Organics Ltd we believe we offer the best quality and value.

We are a UK company based in England. All products on our site are priced in UK Pounds Sterling (£) and you will be billed in UK Pounds Sterling (£). All our prices shown on our web site include VAT where applicable.

Prices and delivery costs to worldwide vary and depend on weight of the orders and the destination, if you have any questions please contact our Customer Service.

Market forces also govern our pricing and we reserve the right at all times to change our prices without notice. Please be aware however that the price quoted on your order confirmation is always the price that you will pay.

We reserve the right to change prices or to withdraw our offers or products.

 

Delivering Your Order

We will deliver your order to the UK, Europe and almost anywhere in the world.

You do not need to send us an e-mail asking how much you should pay for delivery to Europe, USA or any other country in the World. Locate your products that you would like to purchase, follow the instructions by selecting the country of destination and your shipping costs will be calculated by weight.

Delivery Addresses: It is important that the full delivery address is entered correctly including the correct postcode. TIANA Fair Trade Organics Ltd. cannot be held responsible for orders lost because you provided an incorrect delivery address.

Please Note: If you entered an incorrect delivery address within the UK and your order was dispatched by Courier, they will return your order to us marked as undelivered. In this case, for the order to be dispatched a second time you will be charged for delivery again plus a handling charge 10% of the value of your order.

UK Delivery: UK Mainland Delivery is FREE on all orders over £50.00

When placing your order the shipping charge will show once you confirmed and proceed to the payment section. Please note that parcels sent by Courier will require a signature when delivered.

All orders delivered to you by Courier in two or three working days without any extra charge (standard delivery charges will still apply to any items marked in our shop as excluding delivery) and a signature will be required upon delivery. A card should be left by Courier to inform you of an attempt to deliver if you are not at home and you should contact Courier to re-arrange the delivery within the timeframe mentioned on the card. If FedEx is used as Courier we can arrange your delivery at a particular day that is convenient for you to accept the delivery.

Should you fail to be in contact with the courier and re-arrange delivery or collect your order from them within 3 working days they will return your order to us marked undelivered / uncollected. In this case, for the order to be dispatched a second time you will be charged for delivery and a handling charge of 10% of the value of your order.

Please allow up to five working days for delivery of your order to a UK address. Should your order not be received after 5 working days please contact us by e-mail to enquiry@tiana.eu or call us on 020 8427 1695 so that we will be able to immediately check the status of your order.

We endeavour to despatch all orders within 24 hours, when your order has been despatched you will receive our e-mail confirming the date of despatch.

We pack our products very carefully using sufficient quantities of packaging material, however, in rare cases it is possible that your order can be damaged in transit.

Important: You should examine your parcel before signing the delivery note.

Once your order has been delivered by our courier company and you have been asked to sign a delivery note, we request that before signing you examine the packaging to see if 10 L or 4 L pail or cartons have been damaged and any oil spilled. In this case you should not accept the delivery and the courier company will return the damaged pack to us and we will despatch another package to you. If you receive a plastic pale that was damaged in transit and you have accepted the product in damaged packaging then we will not be unable to replace your order without the additional charges.

International Delivery: We welcome our overseas customers and are happy to arrange for delivery to an address outside of the United Kingdom. We send our international orders by FedEx International.

Please check any restrictions, duties, taxes and any other fees that are collected from your country before you place the order, TIANA Fair Trade Organics Ltd will not be responsible for any of the above Duties and Fees. Please check whether the products are legally permitted in your country before you place an order, TIANA Fair Trade Organics Ltd will not be responsible in the event the requested products are detained and confiscated by foreign customs.

Orders delivered to EU destinations will not incur import taxes as our goods are all in free circulation within the EU.

Delivery to addresses outside of the United Kingdom may take up to seven working days from the date of despatch.

Preparing your orders for dispatch we always make every effort that your order will be delivered in perfect condition. To ensure this we use additional wrapping material, strong double wall cartons and all cartons are marked “handle with take care fragile, glass, handle cartons up or down etc.”, but unfortunately we are not able to accept any responsibility or liability for products that arrived damaged.

We are not responsible if your order goes missing when on your request to reduce the cost, we use Royal Mail, which cannot accept any responsibility or liability for delivery within your country of residence, and therefore we always recommend using a courier company to guarantee your delivery.

Returns Policy

We guarantee that you will enjoy the highest quality of our TIANA Fair Trade Organic products.

If you are not satisfied with any TIANA Fair Trade Organic product that you have bought, you can return the product unopened, undamaged and in its original packaging for a refund or replacement.

If you wish to cancel your order before we have dispatched your products you can notify us by e-mail, however, if your order has already shipped and you feel that it is necessary to return the products we guarantee you a refund or a replacement.

Cancellations

Please note that your cancellation can only be accepted prior to dispatch. In order to cancel order after your order has been dispatched you will need to follow our Returns Procedure.

In accordance with EU distance-selling regulations (2000) you have the right to cancel your order. In order to cancel an order, you should inform us any time up to seven days of receipt of the order by emailing enquiry@tiana.eu quoting your order number and we will advise the return address and procedure. The fully intact products unopened, unused and with the seals intact in their original undamaged packaging must be returned to us within 7 days of receipt.

In accordance with EU law, the cost of both original and return postage and packing shall be borne by the customer and deducted from any refund. Refunds will be paid within 30 days of receiving the written notice of cancellation. Your statutory rights are not affected.

Returns Procedure

Our Guarantee is for 100% Satisfaction and we make every effort to ensure that products arrive in perfect condition. Please note that any items that are damaged in transit will be eligible for a replacement or refund.

On receipt of your order please report the problem by sending us your e-mail quoting your contact details and order number. Once your e-mail is received, we will request you to send back to us these product(s) for replacement or refund.

We will provide you with a Returns Authorisation Number. We cannot accept any return without a Returns Authorisation Number. We will only offer a refund or replacement as long as the product(s) are unused and unopened. They should be sent back to us within 7 days in their original packaging, however if you no longer have the original packaging, it is therefore important that you take great care in packing all of the damaged item(s) to make sure that the items are well protected.

For health and safety reasons, we will not be able to accept returns or refunds on any items that have been used, opened and had their security seal broken.

Please note should any item returned to us have a broken seal or is used you will be ineligible for a refund.

Please make sure that you have proof of postage when sending the products back as we are not responsible for return postage or liable for lost parcel.

Lost or stolen returned items

We are not responsible for lost or stolen packages. We recommend that you keep proper Proof of Delivery.

Refund of Payment

When all of the returned items are confirmed as being in the correct condition then we will gladly process your refund.

Please note that we will only be able to refund the cost of items returned. We will not be able to refund any postage paid at the time of ordering or any postage costs incurred in returning the items. If your order was processed for the UK Free Delivery we reserve the right to deduct the original postage cost to us from your final refund.

Debit / Credit Card Payments

The refund will only be applied to the card originally used for the amount of the products returned. Refunds cannot be processed to any alternate cards and no cheque payments will be made for items paid for by cards.

Replacement of Products

If you have requested a replacement for an unwanted or damaged product the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original item(s).

Substitutions

TIANA Fair Trade Organics Ltd reserves the right to substitute products of similar or greater value if for any reason the products listed on the web site are not available .

Force Majeure

TIANA Fair Trade Organics Ltd will make every reasonable effort to meet the despatch date offered. TIANA Fair Trade Organics Ltd shall not, however, be liable for any loss or damage due to delays or failure to ship resulting from any cause beyond its reasonable control, such as but not limited to acts of God, acts or omissions of the Purchaser, acts of civil or military authority, judicial action, defaults of sub-contractors or suppliers, labour disputes, embargoes, wars, riots, failure or delays in transportation, compliance with laws or regulations, securing necessary export licences or other causes beyond the control of TIANA Fair Trade Organics Ltd.

Complaints

If you have a complaint, please contact us immediately by e-mail at info@tiana.eu Complaints will be acknowledged within 24 hours of receipt and will be dealt with as speedily as possible.

Online presence

No warranty is given by TIANA Fair Trade Organics Ltd that their web site will be constantly online or free of defects and errors at any time.

Set Offs and refunds

We reserve the right to set-off any damages or costs which are recoverable from you by us by deducting the same from any refund.

Privacy Policy

www.tiana-coconut.com is committed to the privacy of all of our customers. Any information you do provide to us will be dealt with in accordance with this privacy statement.

This privacy statement applies to the entire web site and determines how www.tiana-coconut.com will store and use any information relating to you.

Under the terms of the UK Data Protection Acts (1984, 1998), we maintain strict security procedures in the storage and disclosure of all customer or visitor information. When you order a product, we will collect your name, contact and billing information, transaction and credit card information. We will not provide your information to any other party, for any reason, unless requested to do so by a law enforcement or government agency for reasons of fraud.

Some pages on our website use cookies, which are programs that collect additional information. Cookies do not provide us access to your computer or any information other than that which you have chosen to share with us. We use cookies on our site to analyse the performance of www.tiana-coconut.com, for internal auditing and record keeping, to improve the quality of our products and services and in order to send you product updates, special offers and information on services and events via email or by post.

 

www.tiana-coconut.com uses (SSL) secure server software to encrypt all information you input before it is sent to us. Furthermore, as required by the UK Data Protection laws, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally require proof of identity before we are able to disclose sensitive information to you.

  • We do not use or sell your personal data for any reason.
  • You can access our Web site home page and browse our site without disclosing your personal data.
  • We do not automatically log personal data nor do we link information automatically logged by other means with personal data about specific individuals.
  • We collect the personal data that you may volunteer while using our website only for the purpose of supplying you with our services. We do not give this data to any other party.
  • We do not collect information about our visitors from other sources, such as public records or bodies, or private organisations.
  • We do not disclose your personal data to our subsidiaries or other organisations.
  • We have implemented security policies, rules and technical measures to protect the personal data that we have under our control from unauthorised access, improper use or disclosure, unauthorised modification, unlawful destruction or accidental loss.
  • All of our employees and data processors, who have access to, and are associated with the processing of personal data, are obliged to respect the confidentiality of our visitors’ personal data.
  • We ensure that your personal data will not be disclosed to State institutions and authorities except if required by law or other regulation.
  • Tiana-coconut.com may contain links to other websites that we think may be of interest to you. Once you have used these links to visit an external site, we do not have any control over that external site. External sites are not regulated by this privacy statement and as such we have no control over them or how they control your privacy during a visit to their site.
  • If you have any questions about your privacy please phone on 020 8427 1695 or email us at enquiry@tiana.eu

Intellectual Property

All intellectual property rights, content, software and source code included or used on this web site, including text, graphics, logos, icons, images (together, the “Content”) and the arrangement of such content and any databases are the property of TIANA Fair Trade Organics Ltd. All Content is protected by United Kingdom and International Copyright and Intellectual Property Laws.

You may store, manipulate, analyse, reformat, print and display the content supplied solely for your own personal use. In no event are you permitted to publish, distribute or otherwise reproduce in any format any of the content or copies of the content supplied to you or which appears on the www.tiana-coconut.com site and you are prohibited from using any such content in connection with any business or commercial enterprise including, without limitation, any media business or enterprise.

You shall not modify, translate, reverse engineer, decompile and disassemble. No license or consent is granted to you to use TIANA trade mark in any way, and TIANA Fair Trade Organics Ltd reserves all rights in this and any related marks. You agree not to use these marks or any marks which are colourably similar without the written permission of TIANA Fair Trade Organics Ltd.

Liability

We, any other party (whether or not involved in creating, producing, maintaining or delivering this Web site), and any of our group companies and the officers, directors, employees or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise in connection with this Web site in any way or in connection with the use, inability to use or the results of use of this Web site, any web sites linked to this Web site or the material on such web sites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Web site or your downloading of any material from this Web site or any web sites linked to this Web site

You agree to indemnify us fully, defend and hold us, and our officers, directors, employees and agents, harmless from and against all claims, liability, damages, losses, costs (including reasonable legal fees) arising out of any breach of the terms and conditions by you, or your use of this Web site, or the use by any other person using your registration details.

Disclaimer

The information contained in this website is for general information purposes only. The information is provided by TIANA Fair Trade Organics Ltd and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arise out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under the control of TIANA Fair Trade Organics Ltd. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, TIANA Fair Trade Organics Ltd takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

TIANA Fair Trade Organics Ltd has taken every care in the preparation of the content of this web site To the extent permitted by applicable law, TIANA Fair Trade Organics Ltd. disclaims all warranties, express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

In no event will we be liable for any loss or damage including, without limitation, indirect or consequential loss or damage, or any loss or damages whatsoever arising from use or loss of use of, data or profits arising out of or in connection with the use of the www.tiana-coconut.com

While we endeavour to ensure that the information on our Web site is correct, we do not warrant the accuracy and completeness of the material on our Web site. We may make changes to the material on this Web site, or to the products and prices described in it, at any time without notice. The material on this Web site may be out of date, and we make no commitment to update such material.

The material on this Web site is provided “as is” without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this Web site on the basis that we exclude all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these terms and conditions might have effect in relation to this Web site.

Governing law and jurisdiction

Upon entering the tiana-coconut.com site you are bound by these Terms and Conditions. These Terms and Conditions are to be construed in accordance with the laws of England and Wales and irrespective of your place of domicile, in the event of any dispute associated with these Terms and Conditions, that dispute shall be subject to the exclusive jurisdiction of the English High Court, London. Any dispute in any way referable to the content of this site whether in respect of its trade marks, copyright or image content shall be resolved exclusively by arbitration the Terms of which are to be agreed between www.tiana-coconut.com and yourself and provide no right or recourse to any relief of the English Courts whether interim or otherwise and that by accessing this site you waive your right for all time to any such right.