Returns Policy

* ITEMS EXEMPT FROM OUR RETURNS POLICY:

We regret that due to hygiene reasons, we cannot accept any returns for any item in the following categories:

Health Care Equipment such as Enema equipment and neti pots which are not factory sealed
Aromatherapy items which are not in tamper-proof containers
custom made items
any item which has been opened, or missing the safety seal/ tamper evidence protection - even if it is unused.

If any item returned to us is not in the condition it was sent and is deemed unsuitable for reselling, we reserve the right to refuse the refund request and charge you for postage to return the item to you.

* Requests for returns need to be made on the form obtainable in the Customer Services section at the bottom of the website, within 14 days of receipt of order, and items returned within 7 days of receiving authorization and a RMA code. This form is only available if you are logged in and have a completed order on your account. It is really helpful to return your packing slip or original email order confirmation with returned items. Please write the return code and other required information you may be asked for on the packing slip.

* Return postage is the sole responsibility of the customer. We advise you use a tracked or signed for service as proof of sending is not proof of our receipt.

* Returns received outside of our 14 day policy will not be processed except for exceptional circumstances, and it will be at our discretion to charge you re-stocking fee or a return postage charge.

* FAULTY/DAMAGED ITEMS

Items received damaged will be reimbursed. Please contact us if you receive a faulty or damaged item (within 24 hours of receipt if damaged in transit).
Items returned to us as faulty or damaged will be inspected. If they are found not to be faulty or damaged, we reserve the right to refuse the refund request and charge you for postage to return the item to you.
Return postage for faulty or damaged items will be reimbursed or compensated by mutual agreement, or we may arrange collection at our cost.
In some circumstances, photographic evidence may be acceptable.

* Returns received outside of our 14 day policy will not be processed except for exceptional circumstances, and it will be at our discretion to charge you re-stocking fee or a return postage charge.

Your Right to Cancel under the Consumer Rights Act

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch. Goods must be returned within 14 days.

Your right to a refund

You should get a refund within 14 days of us receiving your order back which must be unused and unopened.

A deduction 20% restocking fee will be deducted from your refund. This will be increased at our discretion if the item has been excessively handled.
Where P&P was paid on your order, this will be refunded at the basic rate of £2.95, even if you have paid a premium for express or overseas shipping.
If you wish to cancel a part of your order and not the whole order, please refer to our returns policy above.

Exemptions

There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.

These include:

CDs, DVDs or software
perishable items
tailor-made or personalised items
goods with a seal for health protection and hygiene reasons that's been broken
goods that have been mixed inseparably with other items after delivery.

Services (eg Hair Mineral Test)

Services that have commenced before the 14 day cancel period are exempted from your right to refund. (eg. if you have ordered a hair mineral test and this has been returned to us and sent to the lab for processing).

You will still have the right to cancel, but you must pay for the value of the service that is provided up to the point you cancel. Therefore if the sample is already sent to the lab, you will need to pay for this service but not the Nutritional Therapist report if she has not started it yet (cost of test alone is £69). You will then receive your results withe the lab report only.

Your right to cancel is lost during the cancellation period if the service is provided in full before the 14 days elapses.