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Policies

Resale Policy

In efforts to protect our company, brand, and customers we do not authorize the reselling of our products anywhere. This includes but is not limited to third party websites such as Ebay, Amazon, Etsy, Walmart, or any other online marketplace.

The sole exception to this policy is that of products purchased by a Brookethorne Naturals approved and authorized reseller. These resellers are authorized to sell Brookethorne Naturals products at their retail location and on their company website, excluding third party websites such as the ones listed above.

Our mission will always be to provide premium quality, all natural massage products that enhance well-being, relaxation & relationships by bringing people closer together. In order to protect our customers we strictly enforce this resale policy in order to prevent counterfeit, altered, or expired products from being sold by unauthorized resellers.

We will actively take legal action against violators. 

 

Shipping & Delivery Policy

We are excited to offer free standard shipping on orders of $60.00 or more, within the contiguous United States! (*Exclusions apply to our professional collection)


*For our professional collection (Gallon Sized Massage Oils), we offer free standard shipping on orders of $250.00 or more, within the contiguous United States. Orders from our professional collection can be combined with our other collections to reach the price point necessary to receive free shipping. 


Orders being shipped to Alaska, Hawaii, and other United States territories will be subject to shipping charges which are calculated at checkout. 
Brookethorne Naturals does not typically fulfill orders placed outside of the United States, email customerservice@brookethornenaturals.com for exceptions. 


After we have received and processed your payment in full, your package will be shipped out within 1 business day. Although we take extra precaution to ensure your package is delivered safely and with no damage to it, we cannot guarantee that it will arrive in perfect condition due to the Postal Service conditions. Once the package has been updated as delivered by the shipping carrier, risk of damages to, or loss of the item passes to the recipient.


Please expect your package within 3-7 business days when choosing Standard Shipping.


For express shipping methods, delivery times are estimations. There may be delays during holidays, natural disasters, etc. Please plan accordingly, as Brookethorne Naturals is not responsible for Postal Carrier delays. 


Please contact our customer service team if you have not received your package within 7 business days of receiving your tracking number. 


Brookethorne Naturals ensures the delivery of the product to the address submitted at the time of purchase. Should the customer fail to give the correct address to Brookethorne Naturals, subsidiaries or delivery services shall be in no way liable or required to issue a resend or refund. Brookethorne Naturals does not take responsibility for stolen packages once they have been labeled "Delivered" by the post office carrier. If your package has been stolen please seek information from our Customer Service Team.

 

Cancellation Policy

At Brookethorne Naturals, we work hard to make sure that you get your products as soon as possible! If you wish to cancel your order, you must submit a cancellation notice immediately. 


You must send a cancellation notice to our customer service team within one hour of your order to ensure that we have not already shipped it out! Your order can only be refunded if you have sent us your cancellation notice within this time. All cancellation notices should be sent to our customer service  team with the subject “Order Cancellation”. 


Our office hours are Monday through Friday, 9 am - 5 pm EST. Our customer service team can be reached at customerservice@brookethornenaturals.com

 

Refund Policy

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@brookethornenaturals.com.

Exchanges (if applicable)

We are happy to exchange items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@brookethornenaturals.com

Shipping

To return your product, you should mail your product to: 1088 Kapp Drive Clearwater, FL 33765.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Privacy Policy

SECTION 1- WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at customerservice@brookethornenaturals.com

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

_secure_session_id, unique token, sessional

storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at customerservice@brookethornenaturals.com