Welcome to The Never. If you are visiting our e-shop it means that you automatically accept all of the following terms and conditions. Please carefully read all information concerning our guidelines, terms and agreements. We are living in age of information and you can’t underestimate the way information will be used and shared. Trust is the cornerstone of good business and we appreciate your decision to choose our store. We are giving you full access to different types of information concerning your account.

Additionally please note that our website contains numerous trademarks which can belong both to our company and third party companies. Using the logos, icons and service names is prohibited in any manner that is likely to cause confusion among our customers, and will be considered a violation of copyright law. We reserve the right to make changes to these terms and conditions at any time without prior notifications. Our company is located in Prague, Czech Republic and the laws of the Czech Republic shall govern any interpretation of these terms and conditions.

Payment Methods and Policies
We accept all major credit or debit cards and PayPal. If you pay using PayPal, the funds must clear our bank before we can ship your order. All international order funds must clear our bank before we can ship your order regardless of how you paid.

No checks, money orders, COD, or credit accounts are accepted.

We do not offer credit terms or Net 30 Day credit accounts.

If your credit card is declined more than once you may be charged a Manual Order Processing Fee (up to US$7.00), which will be charged to your credit card. You understand, agree to this fee and authorize its charge by placing an order on our site. WARNING: If your credit card is declined more than three times your IP address will be banned from this site for fraud protection purposes.

We are not responsible for delays in order processing due to declined credit cards.

We reserve the right to refuse service to anyone at any time for any reason.

Shipping and Handling Policy
All orders are shipped via the standard mail because it is the cheapest way to ship soap. If you prefer shipping via another carrier, please leave us a note at checkout and we will use the carrier of your choice. Carrier rates will apply. We cannot ship on a Sunday, but we will notify you when your order has shipped. We try to ship orders within 24 hours of being received, but sometimes it isn’t possible due to order volume or lack of inventory.  If we do not have enough inventory on hand to ship within 24 hours, we will contact you to discuss extending the shipping date (remember, you are purchasing freshly made handmade products). Please allow at least two to three business days to process your order in normal circumstances.

If you want to change your order after it has been placed, please email info@the-never.com to adjust your order. If your order has already shipped, a new order will have to placed, either by phone, email or on our website and new shipping charges will apply.

We do not ship orders on Sundays or holidays, so please do not count these days towards your total ship time. Point of departure is Prague, Czech Republic. If you need your shipment by a certain date, please allow sufficient time for your order to reach you. Faster shipping services are available should you need expedited service. This applies to local and international orders. Please understand all ordering and shipping procedures before you place your order. You will receive an email with your shipment tracking number as soon as your package leaves us. This email will give you an estimated delivery date.

International Shipping Customers
International customers are responsible for all customs/duty tax and brokerage fees for orders.

Additional Delivery Fees
When you place an order please be very careful to list your complete shipping address and take time to verify that it is correct. This can save you money and get your order to you more quickly. If you are having a package shipped to your place of business/work, please be sure to list the company name in the Delivery Address info so that we may ship to you, care of your company/business.
We can only ship to the address we are given. If we ship to the address you list and the package is returned to us, you are responsible for any additional shipping charges plus the cost to ship to you again. If you list an incorrect address and the shipping service does an address correction, they may charge an address correction fee. You are responsible for this fee if it is a result of an error you made when entering your address/shipping information OR if you contact the shipping service and ask that the package be delivered elsewhere.

If you don’t list your address with the appropriate apartment number, suite number, mobile home lot number, floor number, etc, the shipping service will charge the aforementioned address correction fee.

For all of the above reasons, please take a moment to double check your address and be sure to list whether your address is a STREET, AVENUE, LANE, CIRCLE, COURT, BLVD, etc. It can make a difference!

Any and all fees incurred as a result of your order and its shipping must be paid before future orders can be filled. When an order is paid for by credit card, additional fees incurred will be charged to this same credit card. If you place an order and we have a pending charge on file for you, it will be added to the new order before payment is processed.

We do our absolute best to package our products tightly and securely. However, if you have breakage in your order, please contact the shipping carrier immediately. You MUST save your original packaging materials in order to file a claim. Proof of breakage must be made to the carrier, so it is imperative all original packaging materials are saved. We cannot replace breakages due to carrier mishandling at our expense. All items leave us in excellent condition and our responsibility for the package ends when it leaves our hands. Any refused shipments will be billed shipping charges and a 25% restocking fee will be incurred.

Return Policy
Once a package has left our hands we can no longer vouch for the contents. Therefore, to protect the integrity of our products, we do not accept returns.

Declined Credit Cards
A manual order processing fee of up to $7.00 will be added to your invoice.

Catalogue
Due to the ever-changing nature of our product line, we do not maintain a printed catalogue. Most in stock items are listed online. If you’ve seen or bought something in our store previously and it is not online, please contact us at info@the-never.com with a description of the product you bought and we will do our best to locate it for you or make it for you.

Product Questions
John Campbell is the owner, soap artist and product developer at The Never s.r.o. He will be happy to help you design a soap or product and custom make it for you. We reserve the right to sell our custom made soaps and products in our retail store and also online, without the customer it was designed for being entitled to any proceeds as a result of these sales, even if the customer’s name is in the name or description of the product.

Liability/Disclaimer
All of our products are offered in good faith but without guarantee, and are sold without warranty of any kind. We test a small portion of every product batch before we sell it. However, purchasers will, by their own tests and evaluations, determine suitability of such products for their specific use. We assume no liability for damage and/or injury resulting from the use of products supplied by The Never s.r.o. In no event will we be liable for direct, indirect or consequential damages resulting from loss of use or profits arising out of, or in connection with, the use or suitability of products. While we test all products, we cannot make any guarantee that these products will agree with everyone. Instructions or tips we offer are from our own personal experiences or from our testers or from our customers. We cannot guarantee that these will work for everyone. As per our terms and conditions, once a package has been shipped, we can no longer vouch for the contents. Therefore, we do not accept product returns. All prices  and policies are subject to change without notice.

Intellectual Property

All intellectual property rights relating to any and all assets and materials on this site and the products themselves (including but not limited to written text, photos, recipes, design) belong to The Never and its licensors. Copying, distribution and any other use of these materials is not permitted without the written permission of The Never, except and only to the extent otherwise provided in regulations of mandatory law (such as the right to quote), unless stated otherwise in specific materials.

Privacy Policy
We respect your privacy. All the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned. Any information you provide will be handled with the utmost care and will not be used in ways that you have not consented to. You can order with the assurance that you will not receive junk mailings or phone calls from other sources. We are GDPR compliant and will only send you a newsletter if you sign up for it. If you wish to unsubscribe from our newsletter, please click on the “Unsubscribe” link at the bottom of our email newsletter.

If a customer fails to make payment for an order, reverses payment on an order already received, or a customer we feel is making an attempt to defraud us, we do share this information with a group of other suppliers who sell soap and candle supplies via online sites. This is for their protection and is intended to help other suppliers take precautionary measures when shipping to someone who has a history of negative behavior. To view our full privacy policy, please click here.

Passive Agreement

Use of this site and use of our services and products acts as a passive contract and constitutes an understanding of and binding to all terms and conditions including our privacy policy, shipping policy, and payment policy.

Customer Service and Questions
Please contact us if you have questions about orders, payment processing, inventory status or bulk pricing inquiries.

Email: info@the-never.com