Returns & Refund Policy
1. Overview
We want you to be satisfied with your purchase.
This Returns & Refund Policy explains your rights and the conditions under which returns, refunds and exchanges may be accepted.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
2. Returns
You may return eligible products within 30 days of receiving your order.
To qualify for a return:
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the item must be unused
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the item must be in its original condition
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the item must be returned in its original packaging where reasonably possible
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proof of purchase must be provided
We reserve the right to refuse returns that do not meet these conditions.
3. EU and EEA Consumer Cooling-Off Rights
If you are a consumer residing within the European Union (EU) or the European Economic Area (EEA), you may have a statutory right to withdraw from your purchase within 14 days without providing a reason.
The withdrawal period expires 14 days after you, or a third party nominated by you, receives the goods.
To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires.
Returned goods must be sent back within 14 days of notifying us of your withdrawal.
Where applicable, refunds will include the original standard delivery charge.
You may be responsible for the direct cost of returning the goods unless otherwise required by law.
You may be liable for any reduction in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
4. Exceptions to the Right of Withdrawal
The right of withdrawal may not apply where permitted by law, including but not limited to:
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personalised or custom-made products
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products made to a customer's specification
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perishable goods
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sealed goods which have been opened after delivery and are not suitable for return due to health protection or hygiene reasons
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digital content supplied electronically once performance has begun with the customer's consent
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services that have already been fully performed
5. Damaged, Faulty or Incorrect Items
Please inspect your order upon receipt.
If you receive a damaged, faulty or incorrect item, please contact us as soon as reasonably possible and provide photographs where appropriate.
Depending on the circumstances, we may offer:
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a replacement
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a repair
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store credit
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a full or partial refund
Nothing in this policy limits your statutory consumer rights.
6. Non-Delivery and Lost Parcels
If your order has not arrived within a reasonable period, please contact us.
Claims relating to lost parcels may be subject to investigation by the relevant carrier before a replacement or refund is issued.
Delivery delays caused by customs authorities, weather events, industrial action or other circumstances outside our reasonable control do not automatically entitle the customer to a refund.
7. International Orders
Customers are responsible for ensuring that products may legally be imported into their destination country.
Any customs duties, import taxes, brokerage fees or similar charges are the responsibility of the customer unless otherwise stated.
We are not responsible for delays caused by customs clearance procedures.
Where an order is refused, abandoned or seized by customs authorities due to local regulations, a refund may not be available.
8. Return Shipping
Unless the item is faulty, damaged or supplied incorrectly, customers are responsible for return shipping costs.
We recommend using a tracked and insured postal service where appropriate.
We are not responsible for returned items that are lost or damaged during transit.
9. Refund Processing
Once returned goods have been received and inspected, we will notify you of the outcome of your return request.
Approved refunds will be issued to the original payment method used for the purchase.
Please allow up to 10 business days for processing, although actual processing times may vary depending on your payment provider or financial institution.
10. Exchanges
Where available, exchanges may be offered for defective, damaged or incorrectly supplied items.
Exchange requests are subject to stock availability.
11. Contact Us
If you have any questions regarding returns, refunds or exchanges, please contact:
Bethesda Homeopathy