1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to orders in the UK and the EU.
1.4 This policy shall apply to products bought directly through our website or through our customer services team.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (information, cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2. Returns
2.1 You can cancel your order and return a product within 14 days of the day you receive it. Please let us know within that period, then send the product back within 14 days of telling us. If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
You comply with the procedure set out in this policy in relation to the return of the product; and
None of the exclusions set out in this policy applies.
3. Returns Procedure
3.1 In order to take advantage of your rights under this policy, you must contact the customer service team on 0333 7777 333 and inform the team of your return. Please have your order number to hand.
3.2 Products returned under this policy must be sent to:
Good Health Naturally
c/o ILG
Unit 25 The Birches Industrial Estate
East Grinstead
RH19 1XZ
3.3 You must include the following information with your return: Your name, address, order number and an explanation of the reason you are returning the product.
3.4 You will be responsible for paying postage costs associated with returns under this policy.
3.5 You will be responsible for ensuring that you obtain proof of posting your returns.
3.6 If your order arrives damaged, or any items are missing or incorrect, please let us know within 5 working days so we can put it right quickly. Royal Mail or the courier may ask for damaged items to be sent to them for investigation, so please note the date and time of delivery. This does not affect your statutory rights.
3.7 Where an exchange has been requested due to an order processing error, a replacement item will be shipped out upon confirmation.
3.8 Only the account holder can arrange a return. If your item was sent directly from one of our suppliers, please contact our customer service team first so we can arrange the return.
4. Faulty Items
4.1 If a product is faulty, damaged or not as described, you are entitled to a refund, repair or replacement under the Consumer Rights Act 2015. Please contact us on 0333 7777 333 and we will cover the cost of returning it.
5. Exclusions
5.1 For health and hygiene reasons, food supplements, cosmetics and other sealed products cannot be returned once the seal has been broken, unless they are faulty or incorrect. The following cannot be returned: gift vouchers, digital downloads, and the HealthPoint™ device once unsealed.
6. Refunds
6.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
6.2 If you cancel your whole order within the 14-day period, we will refund the standard delivery charge. If you return only part of your order, or chose a faster delivery option, we will not refund the delivery charge (or any amount above our standard rate). You are responsible for the cost of returning items to us.
6.3 We will refund you using the same payment method you used, unless you agree to store credit on your goodhealthnaturally.com account.
6.4 We will refund you within 14 days of receiving the returned product, or of receiving proof that you have sent it back, whichever is sooner.
6.5 No refund will be given against any samples or free item products.
7. Improper returns
7.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
We will not refund the purchase price or exchange the product;
We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
