1. Your Right to Cancel
[REPLACE WITH YOUR LEGAL COPY] Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason.
[REPLACE WITH YOUR LEGAL COPY] The cancellation period expires 14 days from the day on which you (or a third party other than the carrier, indicated by you) acquire physical possession of the last item in your order.
[REPLACE WITH YOUR LEGAL COPY] To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. a letter sent by post or email). You may use the model cancellation form below, but this is not obligatory.
Model Cancellation Form
To: [YOUR COMPANY NAME], [YOUR ADDRESS], [YOUR EMAIL]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on [DATE] / received on [DATE]:
Name of consumer(s): ___________________________
Address: ___________________________
Signature (if notified on paper): ___________________________
Date: ___________________________
2. How to Return
[REPLACE WITH YOUR LEGAL COPY] To initiate a return, please contact us within the 14-day cancellation window:
- Email us at [[YOUR RETURNS EMAIL]](mailto:[YOUR RETURNS EMAIL]) with your order number and the reason for your return.
- We will provide you with a returns authorisation and instructions.
- Pack the item(s) securely in the original packaging where possible.
- Send the return to the address we provide. You are responsible for the cost of return postage unless the item is faulty or not as described.
[REPLACE WITH YOUR LEGAL COPY] We recommend using a tracked delivery service. We cannot accept responsibility for items lost in transit when returning to us.
3. Refund Process
[REPLACE WITH YOUR LEGAL COPY] Once we have received and inspected your returned item(s), we will notify you of the outcome. If your return is approved, we will process a refund to your original payment method within 14 days of receiving the returned goods (or of receiving proof of return, if earlier).
[REPLACE WITH YOUR LEGAL COPY] We will refund the full price paid for the product(s), including standard delivery charges. We will not refund any premium delivery charges (e.g. express shipping) beyond the standard cost.
[REPLACE WITH YOUR LEGAL COPY] Refunds will be made using the same payment method used for the original purchase, unless you have expressly agreed otherwise.
4. Exceptions
[REPLACE WITH YOUR LEGAL COPY] Please note that the right to cancel does not apply to:
- Opened supplement products: For health and hygiene reasons, we cannot accept returns on supplement or consumable products that have been opened or where the seal has been broken, unless the product is faulty or not as described.
- Personalised or bespoke items: Items made to your specification cannot be returned unless defective.
- Perishable goods: [REPLACE WITH YOUR LEGAL COPY as applicable].
[REPLACE WITH YOUR LEGAL COPY] These exceptions do not affect your statutory rights in relation to faulty or misdescribed goods.
5. Faulty or Damaged Items
[REPLACE WITH YOUR LEGAL COPY] If you receive an item that is faulty, damaged, or not as described, please contact us immediately at [[YOUR EMAIL]](mailto:[YOUR EMAIL]) with your order number and photos of the issue. We will arrange a replacement or full refund at no extra cost to you, including covering return postage.
6. Contact
[REPLACE WITH YOUR LEGAL COPY] If you have any questions about our Returns & Refunds Policy, please contact us:
- Email: [[YOUR RETURNS EMAIL]](mailto:[YOUR RETURNS EMAIL])
- Address: [YOUR COMPANY ADDRESS]
- Phone: [YOUR PHONE NUMBER]