Zero Tolerance Policy

At Naturalistic Products, we are committed to providing a positive, respectful experience for every customer. Our team works hard to support you and we ask that all interactions — regardless of the channel or circumstances — are conducted with basic courtesy and respect.

 

This policy applies to all forms of communication with us, including email, telephone, social media, direct messages, online reviews, and any other channel through which you contact us or refer to our business or staff.

We operate a zero tolerance policy towards any behaviour that causes our staff to feel uncomfortable, embarrassed, threatened, or distressed. This includes, but is not limited to:

 

•        Explicit or implied threats of any kind

•        Verbal, written, or physical abuse

•        Bullying or intimidating language or conduct

•        Racist, sexist, or discriminatory language of any kind

•        Derogatory or offensive comments directed at staff or the business

•        Profane or inflammatory language

•        Threatening behaviour, including threats of physical violence

•        Making false or malicious claims, including fraudulent reports of missing, damaged, or unsatisfactory goods

 

Where threatening or abusive behaviour amounts to a criminal offence — including threats of violence or harassment — we reserve the right to report the matter to the police and relevant authorities without prior notice.

In addition to the above, we also operate a zero tolerance approach to unreasonable demands and communication patterns that place undue pressure on our team. This includes:

 

•        Persistent or unrealistic demands that cause unnecessary stress to our staff

•        Insisting on communicating exclusively with a specific member of staff

•        Contacting multiple members of staff, third parties, or partner organisations regarding the same query in an attempt to circumvent our process

•        Repeatedly contacting us after we have provided a clear and final response

•        Attempting to use social media or public platforms to pressure a commercial outcome outside of our complaints process

Where behaviour falls within the scope of this policy, we will consider which response is most appropriate given the nature, extent, and impact of the conduct. This may include one or more of the following:

 

•        Issuing a formal warning

•        Restricting or monitoring future communications

•        Limiting which members of our team will receive and handle your communications

•        Blocking email or other contact channels

•        Cancelling an active order (subject to any applicable refund obligations)

•        Terminating the contract of service

•        Removing your account and any future accounts linked to it

•        Reporting the matter to the police or other relevant authorities where conduct is unlawful

 

We will always aim to act proportionately. Taking action under this policy does not remove any rights you may have under UK consumer law, including your right to a refund or remedy where a valid claim exists. However, we reserve the right to conduct any such process in writing and to limit direct contact where necessary to protect our staff.

We take fraudulent behaviour seriously. If we have reasonable grounds to believe that a claim — for example regarding a missing, damaged, or faulty item — has been made dishonestly or with intent to obtain a refund or replacement to which you are not entitled, we reserve the right to:

 

•        Decline the claim and provide our reasoning

•        Terminate your account and refuse future orders

•        Seek recovery of any costs or losses incurred as a result of the fraudulent claim

•        Report the matter to the relevant authorities

 

Knowingly submitting a false claim may constitute fraud under the Fraud Act 2006, which is a criminal offence.

This policy should be read alongside our Terms & Conditions, which set out the broader rules governing your use of our website and services, including our prohibited uses clause. Our complaints process is also set out in our Terms & Conditions.

 

If you have experienced an issue with an order and wish to raise a genuine complaint, please contact us at team@naturalisticproducts.co.uk and we will do our best to resolve the matter fairly and promptly.

We hope this policy never needs to be invoked. We value every customer and look forward to a positive relationship with everyone who shops with us.