Returns and damaged items Policy and procedure
It is our aim to offer 100% satisfaction. We will be happy to replace any faulty goods or redress any errors that we have made in connection with an order.
Please carefully check your goods and report any shortages, damages, or problems within 7 days of receiving your order. All requests should be sent to us in the first instance using sales@healthfromthenature.co.uk
Please note that opened products cannot be exchanged unless deemed faulty after testing.
We cannot accept the return of products due to smell. Our products are naturally sourced and we cannot guarantee they will smell or have the same colour from batch to batch. This is due to natural variations out of our control. The smell is a personal perception and will vary from person to person. We try to describe the smell in detail on our product pages based on the specifications we receive from our suppliers to aid our customers in establishing the smell. If you think the product is rancid, please contact our Customer Services team via phone/email – however, unless the product is deemed rancid after the completion of an investigation, we will not issue a refund and if any product was submitted during the investigation, this will be returned back to the customer.
We operate in accordance with The Consumer Rights Act 2015 which says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, you’re entitled to the following:
Up to 30 days: if your goods are faulty you can get a refund.
Up to six months: if your goods can’t be repaired or replaced then you’re entitled to a refund in most cases.
Up to five years: if the goods do not last a reasonable amount of time then you may be entitled to some money back.
ALL CLAIMS FOR DAMAGE MUST BE REPORTED WITH PHOTOGRAPHIC EVIDENCE AND DELIVERY NOTES MARKED AS GOODS RECEIVED AS DAMAGED.
In the case of damage please contact us by email: support@healtfromthenature.co.uk or by post to the following address 26 The Larches, Carterton, OX18 3GH (United Kingdom). We will either: refund you the paid amount or give you credit towards your next order.
You have the right to cancel your order within seven days of placing it with us, or seven days of receipt of the goods (whichever is the longer) but any goods may be returned within 14 days from the day they are received unopened and unused. If they are unopened and unused or you cancel your order before we send out your parcel, we will be happy to refund your full payment, excluding return postage costs (if applicable). This is in addition to your statutory rights. If there are any claims, errors, or discrepancies, these must be reported as soon as possible, and within 14 days of receipt of your order.
Returning Items that are classed as Dangerous Goods
All products that contain substances that are flammable have a flashpoint of below 60°, are corrosive, an irritant or harmful, are packed in a pressurized container etc are all considered Dangerous Goods according to UN regulations for transportation.
That means that those items may pose a higher risk when transporting them via commercial carriers. The Carriers then have to take extra precautions for said items so they require the parcels to be packed in a certain way in order to contain any potential spillages and breakages.
When returning Dangerous Goods we can organise the collection of said goods from our end but we will require the customer to pack the goods in accordance with instructions that we will provide as well as ensure that it is labelled correctly according to the regulations. We ask that you do not dispose of any packaging until you are sure you don’t require the goods as otherwise, we may have to send out replacement packaging.
Depending on the situation and the quantities needing to be returned we cannot guarantee a timeline for collection etc as we will need to handle this on a case-by-case basis.
The cost of the return shipment will be deducted from any refund due, depending on the circumstances of the return.
Lost Goods
In the unlikely event that your product is lost in transit, please contact us in writing or by email at sales@healthfromthenature.co.uk. In the case of non-delivery, please wait for 7 days after despatch (UK) or 15 working days from the date of despatch (EU and International) before contacting us.
Returned Parcels
If your parcel is returned to us through no fault of our own, we may charge you a redelivery cost. Please ensure that you give us the correct delivery information when ordering.
Waiving Right to Cancellation