Returns
Returns and cancellation
This page should be reviewed by a solicitor before launch. It is written to reflect UK consumer law as we understand it, but it is not legal advice.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to cancel it, and a further 14 days to return the goods. You do not need to give a reason.
The hygiene exception, stated plainly
There is an important exception and we would rather you read it here than discover it later. The cancellation right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery.
Our products are sealed for exactly that reason. If the seal is broken, the product cannot be returned or refunded. If the seal is intact, it can be returned within the period above.
Faulty, damaged or incorrect items
This is separate from cancellation and is not affected by the seal. If a product arrives damaged, is not what you ordered, or is not of satisfactory quality, you have rights under the Consumer Rights Act 2015 and we will replace or refund it. Contact us with your order number and a photograph.
How to return something
Email info@elaboratenutrition.co.uk with your order number before sending anything back, so we can confirm the address and log the return.
[PLACEHOLDER — return address if different from the trading address, and who pays return postage. Under the 2013 Regulations you may require the customer to bear the cost of return provided you tell them so before they order; if you do not tell them, you must bear it.]
Refunds
Refunds are made to the original payment method within 14 days of us receiving the goods back, or of you providing evidence of return, whichever is sooner.
Cancelling a subscription
A subscription can be paused or cancelled at any time from your account, with no minimum term and no cancellation fee. Cancelling stops future orders; it does not refund orders already dispatched, which are covered by the terms above.