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 $50.00 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”. For subscribe & save cancellations please see the “Brookethorne Naturals Subscription Policies” section.
Our office hours are Monday through Friday, 9 am - 5 pm EST. Our customer service team can be reached at customerservice@brookethornenaturals.com
Return & Refund Policy
Returns
Brookethorne Naturals wants you to be completely happy and satisfied, that is why we offer a 60-day money back guarantee from the date you ordered your product(s). Now don't get me wrong, we'd love to know why you didn't like it, but only if you are willing to tell us. Otherwise, it's 100% satisfaction guaranteed return. No questions asked.
Here's how it works:
Contact our customer service team by calling 1-877-314-8882 or emailing customerservice@brookethornenaturals.com, Monday- Friday, 9am – 5pm ET. We will provide you the return address to ship the product back to us. We really make it simple and as easy as possible.
Return the empty or unused portion of your product, the original invoice that came with your product (if you don't have that please indicate the date you purchased your product so we can attempt to look it up). We must receive the return within 60 days from the date you originally purchased the item, for the refund to be valid.
It is your responsibility to pay the return postage and we recommend you send it to us with tracking or delivery confirmation to expedite the process and avoid delays. Note: We must receive the product(s) within 60 days from the date you originally purchased the item, for the refund to be valid.
The charges (excluding shipping and handling fees) are fully refundable. We really want you to be satisfied, but we must adhere to these guidelines to be fair and consistent.
We offer our money back guarantee on your most recent Auto-Order.
Finally, empty product containers can only be returned if adequate time has passed that would allow you to use the product as directed. We want to be fair, but we can't refund 6 months worth of empty product containers after 1 month. We want to be fair with you & hope you will be fair with us too.
It usually takes a week to process your package, and another 7 business days (excluding holidays and weekends) for a bank (debit card) or credit card company to refund to your card or bank account(debit card).
Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. For more information regarding returns on subscribe & save orders please see the “Brookethorne Naturals Subscription Policies” section.
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.
For refunds on subscribe & save orders please see the “Brookethorne Naturals Subscription Policies” section.
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.
Brookethorne Naturals Subscription Policy
Recurring Subscription
When starting a Brookethorne Naturals Subscription, you agree to be billed in a recurring fashion on a per-order basis until your subscription is a) cancelled or b) paused.
Changing Subscriptions
You can change your subscription delivery frequency, add or remove products from your subscription or skip your next order by logging into your Brookethorne Naturals Account & managing your preferences.
Canceling Subscriptions
You may cancel your subscription at any time. We do require any changes or cancellations made at least one business day prior to your next order date. Please be aware, if you wish to cancel an order less than one days prior to your ship date, Brookethorne Naturals may be unable to cancel if order has already been processed or shipped.
Subscription Returns & Refunds
We ask that you manage your subscription and skip any orders that you do not want shipped to you. You can change your subscription settings 1 day in advance of your next shipment if you wish to skip or delay your next order.
If the subscription preferences are not changed - you will receive your Brookethorne Naturals products on time, automatically shipped to your doorstep! We do understand that life happens & you may forget to cancel a subscription. We offer our money back guarantee on your most recent Auto-Order.
Subscription FAQ
Can I change the frequency of my shipments after I placed my initial order?
Yes, you can! You can adjust the order frequency of your shipments within your account. You can also adjust the date of your next shipment within your account.
Can I skip my next subscription if I’m out of town or just need a break?
Yes - just skip your next shipment! From within your account you can click the 'Skip Shipment' button. Your Brookehthorne Naturals Subscription products will always remain 15% off!
Can the products within my subscription vary or do I need to keep it the same with every order?
Yes, you can vary your products to your liking! Add new products to your subscription at any time! From within your account, you can adjust the products and quantity and frequency of deliveries at any time.
Am I able to cancel just one order if I’m out of town or if I have extra product from my last order?
Yes, you can use the 'Skip Shipment' option whenever needed from within your account!
Can I join the Membership if I live outside of the US?
Unfortunately, right now we only have our membership program available to addresses located in the USA.
Can I add a newly released product to my subscription?
Yes! New product launches are eligible for the 15% monthly subscription discount & can be added to your active subscriptions using your online account.
Can I have multiple products on one subscription account?
ABSOLUTELY! You can have as many Brookethorne Naturals products as you’d like on one subscription.
Can I cancel my subscription at any time?
Yes. You may cancel or skip your subscription at any time. We do require any changes or cancellations made at least one day prior to your next order date. Please note, and this is important, if you wish to cancel an order less than one day prior to your ship date, Brookethorne Naturals may be unable to cancel.
One of the products on my subscription is out of stock. Will my entire order be held?
Yes, unfortunately when one item on a subscription order is out of stock, the entire order will be held until all products on the order are back in stock. If you’d like to receive the remainder of your order, you can delete that item from your subscription and reset the order date to the next business day. If you need help with this, please feel free to contact us!
Are there any hidden / extra fees?
Never! There are no hidden fees, ever. All orders within the contiguous U.S. qualify for free shipping over $50 with our subscription membership. State tax is added, per state, if applicable.
Promotion Policy
Only one coupon may be used per purchase and cannot be combined with any other deal. Products purchased via subscribe & save subscription program receive an automatic 15% discount each month & therefore are not eligible for additional promotions or discounts. Sales, Flash Sales and Coupons that have expired can not be applied after the expiration date. Any refunds will be refunded with the amount purchased at the time of purchase. If a coupon was used at the time of purchase and the order is refunded, the amount will reflect the purchase including the coupon used.
Coupons cannot be applied retroactively to orders. Once an order has been placed, whether using a coupon or not, no coupon can be applied to that order. Coupons cannot be switched out or replaced retroactively on orders already placed.
Additionally promotions regarding multiple items must be claimed in full in example but not limited to: "Buy 2, receive $10 off" or "Buy 3 get 1 free", partial returns will void the promotional deal and the discount will be deducted from the refunded amount.
Furthermore if returning items for a refund that were purchased using a coupon code, the price of the order at the time of purchase is what will be refunded, provided they meet our Terms & Conditions on Returns*.
Products that are received for free through a coupon such as, but not limited to: "Free" or "Bogo" require that the entire order be returned in order to be refunded. In the case that the free item was returned alone, no refund will be granted, even if the free item is unopened or unused. Brookethorne Naturals assumes a reversal of the coupon if only the free item was returned. No partial refund will be granted as there is no value to the free item to be refunded to the customer.
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 and SMS marketing(if applicable): With your permission, we may send you emails about our store, new products and other updates. You may unsubscribe from email and SMS marketing at anytime.
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
Mobile Terms of Service
Brookethorne Naturals
Last updated: Oct. 31, 2022
The Brookethorne Naturals mobile message service (the "Service") is operated by Brookethorne Naturals (“Brookethorne Naturals”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
By consenting to Brookethorne Naturals’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Brookethorne Naturals through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Brookethorne Naturals. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
You may opt-out of the Service at any time. Text the single keyword command STOP to +18446310330 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Brookethorne Naturals mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
For Service support or assistance, text HELP to +18446310330 or email meghan@brookethornenaturals.com.
We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.