OUR POLICIES
(no, not insurance, just good working practices!)
PRIVACY POLICY
Protecting your privacy is important to us. We hope the following
statement will help you understand how Winfalcon collects, uses and safeguards
the personal information you provide to us on our site.
1) We do not collect any information from you when you browse our site. If you email us an enquiry then we will keep your email address for a month so we can ensure we have fully addressed your enquiry. We purge all email addresses after one month unless you have asked us to notify you of something specific in the future, for example availability of a specific product or service, or if you have registered for regular updates.
2) Our online catalogue uses Miva Merchant software which automatically encrypts your information through SSL (Secure Socket Layer) so nobody other than Winfalcon's authorised internet administrators can see them. Currently only 2 people have authorisation to enter the administration part of the site, one software developer and one sales administrator.
3) When you place an order, your credit card information is NOT sent to us. It is held in Miva Merchant's encrypted and password protected area. We receive an email telling us an order has been placed, the sales administrator has to log on to Miva Merchant in order to retrieve your details and arrange processing of your order.
4) If you wish to create an account with us for speedier ordering and updates on special offers, your details will remain in the Secure Socket Layer. If you order without creating an account we will delete your details after one month.
5) Your information will never, ever be passed to a third party unless we have asked your permission, giving you a specific reason and a specific contact, for example if you have an enquiry about, say, the technical aspects of a fountain that would be better addressed directly by the pump manufacturer.
6) Our site gives you our email, telephone and fax details. You can contact us at any time if you have any concerns or if you wish to change any of the information you have given us.
7) While we do our best to protect your information we will not be held liable for any problems outside our immediate control.
RETURNS POLICY
We like this one, it's simple! If it's not what you wanted,
or it is faulty, let us know within 14 days. We will either authorise
immediate return or repair if you wish to have it repaired yourself. We
will refund you as soon as we receive the return.
One exception - Purple Energy Products. Because you may need a bit of time with these we offer a 30-day guarantee.
Any problems, don't let your blood pressure rise, just contact us and we'll sort it for you. After all, we are a healing centre!
SUBSTITUTES POLICY
If we don't have an item and it will be some time before we can
get it, we will offer a substitute, but you will be given a choice and if
possible sent a photo of it.
DELIVERY POLICY
As we are a retail shop as well as an online one, stock levels vary and some
items are bound to become unavailable now and then. While we aim to
despatch an order within 2 working days (i.e. not weekends, our staff need their
beauty sleep, believe me), it may be that it will take longer while we wait for
an item to be restocked, for example we order aromatherapy oils weekly. If
there is likely to be a delay exceeding a week then we will let you know and you
can choose whether to keep the item on order, receive a substitute or cancel the
order. If urgency is a priority or you need an item for a specific
deadline, please let us know and we will break our necks trying to get it to you
on time!
PLEASE REMEMBER, we can't solve your problems if we don't know you have them - please COMMUNICATE! Contact Maria (payments/despatch), Clive (product availability, complaints - heaven forbid!), or Wendy (web stuff, product information).
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