Complaints, Refund Policy & Procedures
Complaints and Disputes Procedure
1.1. Please contact us if you have any comments or complaints by contacting our Customer Services Team by emailing us at firstname.lastname@example.org calling +44 020 7175 2777 or you can address them to PO Box 56911, London N10 3YJ. We will always endeavour to resolve any dispute as swiftly as possible.
1.2. EU resident customers only – The European Online Dispute Resolution platform www.ec.europa.eu/consumers/odr/ provides information about alternative dispute resolution which may be of interest if there is a dispute we cannot resolve between us. You can find the national contact points to your area by following the link above.
2. Cancellation – Right to cancel
2.1. As a consumer, you have a statutory right under the Consumer Contracts (Information and Additional Charges) Regulations 2013, to cancel your contract of sale for any reason. https://www.legislation.gov.uk/uksi/2013/3134/contents/made
2.2. The Cancellation period for different types of contract are as follows:
a. The cancellation period will expire within fourteen (14) days, starting the day after the day on which the products come into the physical possession of the consumer or the person that you asked us to deliver the products to.
b. In the case of a contract where you have purchased multiple goods and the goods were delivered separately or on different days, you have the right to cancel fourteen (14) days, starting the day after the day on which the last of the products come into the physical possession of the consumer or the person that they ask you to deliver the products to.
2.3. To exercise the right to cancel, you must inform us of your decision to cancel the contract by a clear statement (e.g. a letter sent by post, or e-mail) before the end of the cancellation period.
You can inform us by any of the below methods:
a. By post: Happy Healthy Holistic, PO Box 56911, London N10 3YJ United Kingdom
b. By email: email@example.com
3. Effects of cancellation
3.1. If you cancel this contract, we will refund to you all payments received from you, including the costs of delivery, with the exception, as permitted by law, of the supplementary costs resulting if you chose a type of delivery other than the least expensive type of standard delivery offered by us.
3.2. If you are only returning part of your Order which was delivered to the same address, then there will be no refund for delivery.
3.3. We will withhold reimbursement until we have received the goods back or, if agreed in advance, you have supplied evidence of having sent back the goods, whichever is the earliest.
3.4. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
3.5. We will make the reimbursement without undue delay, and not later than:
a. 14 days after the day we receive back from you any goods supplied, or
b. (If earlier) 14 days after the day you provide evidence that you have returned the goods, or
c. If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
3.6. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
3.7. Due to hygiene reasons or health and safety, you will not have the right to cancel the Contract in the following circumstances:
a. If the packaging and/or product seals have been removed, broken or tampered with
b. If there are indications that the Product has been used
3.8. Products on which you have received any promotional or another discount, the refund will only cover the price you paid.
3.9. When you contact or post us your cancellation notification, your cancellation is valid from the day you email us, or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight (GMT) on that day.
3.10. We will email you to confirm we have received your cancellation request. Once you have received the email confirmation, the Product(s) covered by the cancellation must then be returned to us at the following address: Happy Healthy Holistic, PO Box 56911, London N10 3YJ United Kingdom
3.11. You must not delay the return of the Products and should send them back not later than 14 days of when you informed us of your decision to cancel. The deadline is met if you send back the goods before the period of 14 days has expired.
3.12. Unless agreed otherwise, or the item is defective when received, or there was a mistake on our end, you will have to bear the direct cost of returning the product(s).
3.13. Please note that it can take time for us to receive your return, depending on what service you use, or which country you are sending it from and refunds can take up to a further week once we receive your return, for the amount to show in your account.
3.14. If you have returned the Products to us because they are faulty or misdescribed, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
3.15. If you placed your Order online and paid for it to be delivered to a Non-EU or EU country we will not refund the original delivery charge or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that.