PRIVACY POLICY


Abstract


 Personal information and credit card information is transmitted to the server through a secure link, and we adopt high information security standards to ensure the security of personal information. We start from physical equipment, software, and administrative measures to maintain the security and integrity of the personal information we collect, including limiting the number of people who can access our database and using high-strength security systems and passwords to prevent unauthorized access. 

Our website uses the Transport Layer Security Protocol (SSL) to protect your information during transmission. SSL will encrypt your name, address, and bank card information for transmission. Our background operations are also completed under an encrypted protocol. The communication between our mail servers is also encrypted using the SSL protocol.
 
 

Privacy Agreement


 To provide better products and services, we will use the information of you and other customers. Because we value your privacy, we use strict procedures to ensure that your information is in a safe state. We publish this privacy agreement to state how we collect information and how we use it. As we continue to develop and apply new technologies and services to the OsLife website, this agreement may change in the future, so we recommend that you refer to this agreement at different times to understand our current agreement content.

Agreement Details


Information We May Collect


Under normal circumstances, browsing the website does not require any personal information to be collected, but we may need to do so to serve you better at multiple points on the website. Refusal to provide such information might restrict your access to certain content, products, or prices on the website.
 
 The information we collect is as follows
 1. Name.
 2. Contact details including phone number and Email.
 3. Address.
 4. Cookies (Details about Cookies can be found below).
 5. The goods you ordered, and your payment methods used.
 6. Other anonymous information such as log and IP address.


How We Use Information


To understand your needs and provide better services, we use the information for:
 
 1. Website records.
 2. Improving our products.
 3. Sending new products, discounts, and other recommendations.
 4. Sending invoices and refund records.
 5. Completing the deliveries.
 6. Providing customer service.


Sharing of Your Information


To complete some services, we are required to share some information with third-party companies such as:


 (a) STRIPE - used to process and verify payments and refunds (We do not store any credit card information).
 (b) ZOHO – used to send and receive emails.
 

The above companies only use your information within the scope of the agreement we have entered.
 
 Other Legal requirements:


 We may be required to provide your information when cooperating with government entities for conducting legal proceedings. This is to protect our website from improper or unauthorized use, limit our legal liability, and protect the safety of our website and the website users.


Your Choice


You can choose whether to provide us with your personal information or to keep it. If it is not legally required, you can delete your personal information yourself in "My Account" or contact us to delete it on your behalf.


Cookies & Web beacons - How to use them


A cookie is a small file stored on your computer with your permission. Once you allow the use of a cookie, it will be stored on your computer to help us analyse the network and retain some of your personal preferences (not personal information). 


Cookies help us provide you with a better user experience. You can choose to refuse or accept the use of cookies. Most browsers automatically accept cookies, but generally you can change cookie preferences, but you may not be able to use all the functions of the website if you choose not to allow the use of cookies.

A web beacon is generally a one-pixel picture used to transmit data from your mobile phone or computer to a website.
 
 We will use cookies and web beacons to track your Wishlist, most visited page, the contents of your shopping cart, etc – 


 CART – Link to your shopping cart
 CATEGORY_INFO – Help load webpages quickly
 CUSTOMER – Encrypt customer ID
 CUSTOMER_AUTH – Mark if you are logged in
 CUSTOMER_INFO – Encrypt customer group information
 CUSTOMER_SEGMENT_IDS – Customer group ID
 EXTERNAL_NO_CACHE – Mark if cache allowed
 FRONTEND – Your conversation ID on the server
 GUEST-VIEW – Allow guests to edit order
 NO_CACHE – Mark if cache allowed
 STORE – The store your choose
 USER_ALLOWED_SAVE_COOKIE – Mark if cookie allowed


REFUND POLICY


Abstract


We provide refunds in case of product quality issues and for returns without reason within 10 days to customers, and support door-to-door pickup. We process refunds to the original payment method or your store balance (OS Points). 

Any refunds to the original payment method will be processed within 3-5 working days. Refunds to your OS Points balance is made within 1 day and can have up to 50% additional value compensation (additional compensation does not apply to unreasonable returns or wrong orders).

Agreement Details


Product Quality Problems 


If you encounter problems such as damaged or expired goods (or stale or damaged vegetables/ fruits) and need to return, please contact customer service within 24 hours after receiving the goods, contact methods can be found on Contact us.


 Please keep the merchandise, we will collect the merchandise at home, and process the refund within 1-5 working days after confirming the merchandise problem. In some cases, we may not need to collect the goods. We will decide whether you need to return the item and coordinate the pick-up time with you.


Out of Stock


If you find missing items, please check the receipt copy we provide. If it is out of stock, the quantity column on the receipt will be crossed. In this case, you do not need to contact customer service, we will automatically refund to your OS Points balance within 1 working day.


 If it is not crossed out, please contact customer service. Contact methods can be found on Contact us. After checking the shipping records, we will provide two options – Re-delivery or refund. The customer can choose the re-delivery time, and the refund will be processed within 1-5 working days.


Return without reasons


You can ask the customer service at Contact us to return any good without reasons within 10 days provided you have a copy of your receipt. Please ensure that the product is not expired or damaged, so it does not affect our secondary sales.

 
 You will have 10 days (240 hours) from the time we deliver the goods to your address to place an item(s) for return. We will then contact you to arrange home pickup of such goods. After we receive them and confirm the condition, we will process the refund within 1 working day.


Please note that the refund handling fee will not be refunded as it is charged by the payment platform. 


1. Payment methods within the European Union (including the United Kingdom), such as local bank cards in the United Kingdom, local Apple Pay, etc., have a rate of 1.4%+20p; payment methods outside the European Union (including the United Kingdom), such as WeChat Pay and Alipay, have a rate of 2.9 %+20p. The refund is expected to be in your account within 3-5 working days, depending on your bank. 


2. Only 20p will be deducted in case of refunds to your OS Points balance. It is expected to be in your account within 1 working day and will be available for use in your next order. 


Note: Charges are only made by your payment bank. We do not charge any fee for returns and refunds.


Wrong Order


If you need to cancel your order if it was made by mistake, please notify our customer service before the delivery time slot you chose. Customer service can be found on Contact us. We will try to cancel the delivery and process your refund within 1 day.


 Please note that the refund handling fee will not be refunded as it is charged by the payment platform. 


Payment methods within the European Union (including the United Kingdom), such as local bank cards in the United Kingdom, local Apple Pay, etc., have a rate of 1.4%+20p; payment methods outside the European Union (including the United Kingdom), such as WeChat Pay and Alipay, have a rate of 2.9 %+20p.


Refund Time


After the refund is processed, we will send a confirmation email, to confirm that OS Life has processed the refund and submitted the refund request to the payment platform. The payment platform will then return the amount to the original payment method. The processing time is determined by your payment bank and OS Life does not determine the time taken for this process. It takes 3-5 days on average to be reflected on your bank account.


 If the refund is processed to your OS Points balance, you will receive the confirmation email and the refund at the same time.



Delivery

 

Delivery Time


We currently provide the following delivery time slots:

12:00 pm - 1:00 pm
 1:00 pm - 2:00 pm
 2:00 pm - 3:00 pm
 3:00 pm - 4:00 pm

4:00 pm - 5:00 pm
 5:00 pm - 6:00 pm
 6:00 pm - 7:00 pm
 7:00 pm - 8:00 pm


 The delivery time may be changed according to our service changes, please refer to the checkout page for details. You will be informed in case of slight delays in deliveries during peak hours, but we endeavour to always provide on-time deliveries.


Changing Delivery Date


You can choose to change the delivery date and time 30 minutes prior to the initial delivery slot. For example, if the delivery time slot you choose is 12:00 pm-1:00 pm, you need to notify us to change the time slot latest by 11:30 am. We will charge the basic delivery fee in case of such changes (see delivery fee).
 Please note that the delivery date and time can only be postponed, and not set in advance.


Delivery Fees


The basic delivery fee is £2. If the total amount of the order is over £20, we will waive the basic delivery fee, but charge an additional £1 per mile if the delivery postcode is over 3 miles from our store (Distance is calculated by Google). 


The shipping fee may be subjected to change in the future. Please refer to the shipping fee indicated on the checkout page.


Missed Delivery


Please ensure that your phone number is correct and that the phone is turned on during the delivery time slot. If you filled in an incorrect phone number during checkout, please contact customer service to change it before the delivery time slot you chose. 


If the driver cannot contact you during the delivery time slot, we will try to contact you through other methods such as email. If you are still unable to be contacted out of the delivery time slot, we will postpone the delivery to a later time slot. Please note that we may need to charge the basic delivery fee again in such cases.


 

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