Returns & Refunds Policy
1. Your Right to Return
You have 14 calendar days from the date you receive your order to return the product for a full refund, provided the packaging remains unopened and the product is in its original condition. This voluntary policy reflects the spirit of UK consumer rights legislation.
2. Opened Packaging
Under UK food hygiene regulations, food supplement products with a broken seal cannot be accepted for return once the packaging has been opened. This is a standard legal exemption for hygiene-sensitive goods and applies to opened jars of ZelaPrime Metabolic Matrix. Where you believe a product is defective, please contact us and we will assess the situation individually.
3. How to Arrange a Return
Contact us within the 14-day window by emailing [email protected] or calling +44 20 3897 5412. Include your name, telephone number and the reason for your return. We will provide return instructions. Return postage costs are the customer's responsibility unless the product is faulty or incorrectly supplied.
4. Refund Processing
Once we receive and inspect your returned product, we will issue a full refund within 14 calendar days. Since payment is made on delivery, refunds will be processed via bank transfer or, where applicable, by card reversal through our courier partner's payment terminal.
5. Cancelling Before Dispatch
You may cancel your order at no cost at any time before dispatch. To cancel, inform us during the confirmation call or contact us directly. If the parcel has already been dispatched, you may refuse delivery at the door and the order will be cancelled automatically - no payment will be taken.
6. Refusing Delivery (COD Orders)
Because payment is made on delivery, you can simply decline to accept the parcel from the courier. The order will be cancelled and you will not be charged. There is no penalty for refusing delivery.
7. Faulty or Incorrect Products
If you receive a product that is damaged, defective or different from what you ordered, contact us immediately. We will arrange a replacement or full refund and cover return postage costs in such cases.
8. Contact
Returns enquiries: [email protected] · +44 20 3897 5412 · Mon-Fri 09:00-17:00