Returns and Refund Policy
1. Your Right to Return
You have the right to withdraw from your purchase within 14 calendar days of the date you receive the goods. This applies in accordance with the Consumer Contracts Regulations 2013. You do not need to provide a reason for the return.
2. Condition of Returned Goods
To be eligible for a refund, the product must be returned in its original, sealed and unopened packaging. Please note that, in line with food safety regulations applicable to food supplements, we are unable to accept returns of products where the seal has been broken or the packaging has been opened. This exception applies because opened consumable goods cannot be resold for health and hygiene reasons.
3. How to Initiate a Return
To start the returns process, please contact us within 14 days of receipt: Email: [email protected] · Phone: +44 20 3947 6182 (Mon-Fri 9:00-17:00). We will provide return instructions and a return address. Please do not send goods back without contacting us first.
4. Return Postage
The cost of return postage is borne by the customer, unless the goods are faulty or were dispatched in error. We recommend using a tracked postal service.
5. Refund Timeline
Once we receive and inspect the returned goods, we will issue a full refund within 14 calendar days. The refund will be processed using the same payment method used for the original transaction. For cash-on-delivery orders, we will arrange a bank transfer or cheque - our team will confirm the method with you.
6. Cancellation Before Dispatch
You may cancel your order at any time before it is dispatched, free of charge. You can do this during the confirmation call, by phoning us or by email. Once cancelled, no charge will be made.
7. Declining Delivery
If you are a cash-on-delivery customer and choose not to accept the parcel at the door, the order is automatically cancelled. No charge is applied. You are under no obligation to accept and pay for the parcel at the point of delivery.
8. Faulty or Damaged Goods
If you receive a faulty or damaged product, please contact us within 48 hours of receipt with a description and, if possible, a photograph. We will arrange a replacement or full refund at no cost to you, including return postage where applicable.
9. Contact
[email protected] · +44 20 3947 6182 · Mon-Fri 9:00-17:00 · YORDAN DIMITROV, Simeonovsko Shose 110, 1700 Sofia, Bulgaria.