Terms and Conditions
These conditions shall apply to all sales transactions between Rosey Cloud Limited (Rosey Cloud) and the purchaser placing an order with Rosey Cloud for the manufacture and/or supply of any goods.
We reserve the right, with or without notice, to cancel or reduce the quantity of any products or services to be provided to you that we believe, in our sole discretion, may result in the violation of our Terms and Conditions.
Rosey Cloud reserves the right to amend their Terms and Conditions at any time; if changes are made, we will post a notice of any such changes on the website. We suggest that you revisit the Terms and Conditions from time to time to review any changes.
1. Purchasing Goods
When purchasing goods on this website you agree that the personal information which you are required to provide when you register as a customer is true, accurate and current in all respects and does not refer to any other person. Should your personal information, such as contact details, change, then you are requested to inform us (info@roseycloud.com) before any further orders may be taken. Likewise, the customer is expected to provide accurate, current and valid payment details that correspond to the customer alone and not another individual.
You place your order request for goods from the website by clicking on the confirm order button at the end of the on-line order process. You will be guided through the process of placing an order by a series of simple instructions on the website.
Payment for items (retail customers) is currently through Paypal, a secure online payment method. You have the option to log on to Paypal and use your account balance and/or registered accounts or to simply purchase items with a credit card. You are not required to have a Paypal account if you’d prefer to purchase with a card via Paypal. For wholesale customers, please contact us at info@roseycloud.com.
Once you have placed your order, we will send to you an acknowledgement providing you with a payment reference and the value of your order. We will retain the legal ownership of the goods until full payment has been made by you and such payment has been received by us. Legal ownership of the goods will immediately revert to us if we refund any such payment to you.
Any unauthorised use of our site (for example, use of a coupon that is not genuine) may result in your order being refused with a full refund.
2. Pricing and description of goods
Prices for goods on the website are as quoted. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including product descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. We endeavour to make sure pricing is correct at time of publishing, but reserve the right to change prices due to error or supplier changes. The customer will be informed of price changes accordingly.
We attempt to be as accurate as possible when describing our products on the website; however, to the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available on the website are accurate, complete, reliable, current, or error-free.
Whilst every effort is made to accurately describe products on the website, the photographic image is only a general representation of the product.
Where items are hand made in small batches, as such, there may be slight variations between individual soaps and soap batches in terms of colour, pattern, scent and texture, none of which will affect product quality. The pattern inside, and on top of, soaps will vary within one soap batch due to the nature of the pattern itself and the behaviour of the soap batter at time of pouring. Rosey Cloud reserves the right to make a change to a design.
3. Care of Soap and Precautions
Once purchased, soaps should be stored in a cool, dry place out of direct sunlight, until use. After each use, the soap should be placed on a free-draining soap dish clear of standing water, to allow it to dry out. Failure to do this may cause the soap to become very soft.
Where possible, natural and mineral colours are used. Although highly unlikely, it is possible that these may cause staining of pale fabrics.
The soap is for external use only. Should any irritation occur, use should be discontinued immediately; we would be grateful for any feedback should this happen.
As with all new products, it is advisable to check on a small area of skin before use elsewhere on your body. Some essential oils contain potential allergens that may cause adverse reactions in some individuals. If a customer has a known sensitivity to an ingredient or allergen, it is their responsibility to check the ingredients list of the product prior to purchase.
4. Packaging
Rosey Cloud will try to use recycled boxes, envelopes and packaging and will aim to keep packaging to a minimum, both in terms of cost to customer and amount of packaging used. As far as is possible, plastic packaging is not used. We would encourage our customers to reuse or recycle their packaging for the benefit of the environment.
5. Delivery:
We promise to ship our best-quality products to you in a safe, secure and reliable manner and to deal promptly with any concern you may have regarding your order.
We will make every effort to despatch orders within 3 working days of receipt of full payment; in most instances, orders will normally be dealt with within 24 hours.
As far as possible, we seek to reuse packaging material to help reduce our impact on the environment; this includes the outer container.
There are currently two options for delivery:
- Hong Kong Post (Standard delivery for orders under HK$300, to be delivered in Hong Kong)
- SF Express
General information regarding delivery
Rosey Cloud does not accept any liability whatsoever for delayed delivery caused by any third party. As soon as you have received the goods, you will assume all risk in the goods. Upon delivery of the goods to you, we will also provide you with sufficient details to enable you to:
a) exercise your right of cancellation; and b) address any intended cancellation or complaints to the correct place of business.
If you have not received the entire order, as detailed in the order confirmation email sent to you when an order is received, please contact Rosey Cloud within 3 days of receipt of goods.
If you have a rush order please let us know and we will exert extra effort to try to dispatch your order sooner.
Rosey Cloud accepts no liability for any loss resulting from the customer’s failure to comply with our carrier’s delivery. It is the customer’s responsibility to check that delivery address details are entered correctly when placing the order. Failure of delivery due to incorrect address being supplied is not the responsibility of Rosey Cloud; a replacement / refund will not be issued if the fault lies with the customer in this respect.
Other than delivery within Hong Kong, we do not ship international orders at this time.
6. Returns and Cancellations
Unless we have notified you that we do not accept your order, or you have cancelled your order in accordance with the cancellation conditions as stated below, our acceptance of your order and the completion of the contract between you and us will take place when we have dispatched the goods ordered by you.
We may not accept your order if an item you have ordered is out of stock, we are unable to obtain authorisation for your payment or if we identify a product or pricing error. We reserve the right to reject any offer to purchase by you at any time.
If we are unable to fulfil your order following our order acknowledgement, we will contact you advising you of this.
If you are not satisfied and wish to return the goods ordered, you must notify us within 7 days of receiving your order. We will refund only UNUSED products, returned to us in fully re-saleable condition, including undamaged, sealed packaging and labelling for individual items (e.g. soap boxes, bath bombs, jars), within 21 days. Jars must not have the tamper seal broken. Soap sold in ‘basic’ packaging cannot be returned for a refund since the product is not sold in a sealed package.
We must be notified of incorrect or damaged orders within 3 days of receipt. If you cancel an order after despatch, this will incur a 10% surcharge. Where the reason for return is NOT due to an error made by Rosey Cloud, all return costs incurred will be the customer’s responsibility and a refund for items will not be issued until the goods are received back in an UNUSED (and, where applicable, unopened) and fully resaleable condition.
7. Complaints and Customer Service
The purchaser should inform Rosey Cloud immediately of any problems by emailing info@roseycloud.com.
Customer satisfaction is very important to us and, as such, we will aim to deal with your complaint within 5 working days; in most instances we will aim to deal with your complaint within 48 hours.
The customer is welcome to contact us on any issue relating to their order, or for any general enquiries, on the email listed above.
9. Limitation of Liability:
We will use reasonable endeavours to carry out our obligations in a reasonable time but will not be liable to the customer for any loss, costs or expenses arising directly or indirectly from any delays and we will not be deemed to be in breach of this agreement by reason of any delay in performing or any failure to perform, any obligations in relation to this agreement, if the delay or failure was due to any cause beyond our reasonable control.
If prevented from carrying out our obligations we will notify you in writing. If we are still prevented 3 weeks from the date of such notice then either party may give notice cancelling the agreement. If the agreement is cancelled in this way we accept no liability to compensate you for any loss or damage caused by failure to perform.
We do not give any warranty, guarantee or indemnity as to quality, fitness for purpose or otherwise of the goods.
We will not be liable to the buyer for any loss of profit, any indirect special or consequential loss, damage, costs, expenses or other claims arising out of or in connection with the supply of goods.
We attempt to be as accurate as possible when describing our products on the Site; however, to the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available on the Site are accurate, complete, reliable, current, or error-free.
As with all new products, it is advisable to check on a small area of skin before main use. Some essential oils used contain potential allergens. Those are clearly stated on the reverse of the labelling. In some individuals those substances can cause adverse reactions.
We do not accept responsibility for the misuse of our products. It is the responsibility of the customer to use the products with discretion and check with a professional if in doubt.
All products are checked carefully before dispatch to the customer. We cannot be held responsible for deterioration of the products due to the customer’s incorrect storage conditions eg, exposure to direct sunlight, heat etc. The customer should ensure that the products are stored in cool and dry conditions prior to use. During use, soap should be set to drain freely in a slotted soap dish and not be allowed to sit in water. Balms and butters may liquefy if kept too warm. Bath bombs and creamers will deteriorate if kept in warm, damp or humid conditions. Salts will attract water if left open to the air. All soaps have a BBE date of 24 months post-manufacture: this is a minimum date included to ensure best condition of soap prior to use; use beyond this date does not imply deterioration at all and soap kept in optimum conditions may last for many years. The majority of non-soap products have BBE date of at least 9 months from manufacture; most products will be perfectly usable for longer, however their quality may start to deteriorate if kept beyond this time or if stored in unsuitable conditions.