Refund policy

OVERVIEW

We aim for total satisfaction, but we understand that sometimes things don’t go as planned. To start a return, please contact us at info@dulwichhealth.co.uk. All eligible returns should be sent to: 2 Grecian Crescent, London SE19 3HH.

Eligibility for Preference Returns: For returns based on a change of mind or ordering the wrong item, the product must be returned unopened and in its original condition. In these instances, the customer is responsible for return postage costs, and we do not provide pre-paid labels.

SECTION 1 - DAMAGES, DEFECTS, AND SHIPPING ISSUES

Please inspect your order upon receipt. If you encounter any of the following, contact us immediately so we can evaluate the issue:

  • Damaged or Defective Products: If a product is damaged, has a broken seal, or is defective, we will provide a pre-paid returns label. Once we receive and assess the item, we will offer a replacement or a credit note.
  • Wrong Item Sent: We will provide a pre-paid label to return the incorrect item. We will send the correct replacement once the original item has been received back at our office.
  • Short Expiry: If a product arrives with less than six months of shelf life remaining, we offer a replacement, credit note, or refund.
  • Lost Parcels: If your tracking has not updated or exceeds our standard delivery windows (10 working days for UK, 1 month for International), please contact us. If confirmed lost, we will offer a replacement or credit note.

SECTION 2 - EXCEPTIONS / NON-RETURNABLE ITEMS

To maintain our quality standards, certain items cannot be returned or refunded:

  • Personal Preference: We cannot offer replacements or refunds if you do not like the taste of a product, find a capsule too large, or do not perceive immediate results (excluding Geomack products).
  • Health-Related Issues: We do not offer refunds or replacements for side effects or health-related reactions. It is the customer's responsibility to ensure a product is suitable for them.
  • AlliTech Liquid: Please note that AlliTech Liquid naturally vary in color and taste. If more than a quarter of the bottle has been used, we cannot offer a replacement or refund.
  • Customs: Items held in customs cannot be refunded or replaced until the parcel is officially returned to our office.

SECTION 3 - EXCHANGES

If you ordered the wrong product, the most efficient way to get the correct item is to place a new order immediately. You can then return the original, unopened item to us at your own expense for a refund of the product cost. We do not send replacements for incorrectly ordered items until a new order is placed.

SECTION 4 - SPECIAL GUARANTEES

  • Geomack Products: These items carry a 100-day money-back guarantee.

SECTION 5 - REFUNDS

Refunds are generally issued as a last resort after options for replacements or credit notes have been exhausted.

  • Process: Once we receive and assess your return, we will notify you of the approval status.
  • Deductions: For "change of mind" or "ordered wrong product" returns, the refund will cover the product cost only and will exclude the original postage paid.
  • Timeline: Approved refunds are processed to your original payment method. Please allow time for your bank or credit card company to process the transaction.