We want you to be satisfied with your purchase from The Halcyon Nutrition Ltd. This policy sets out your rights when returning goods and how we process refunds, in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1. Your 14-day right to cancel
As a consumer purchasing goods via distance selling (i.e. online or by telephone), you have the right to cancel your order and return goods within 14 calendar days of the day on which you, or a third party you have nominated, receive the goods (the "cooling-off period"). You do not need to give a reason for cancellation.
To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement before the 14-day period has expired. You can do this by:
- Emailing us at support@fitshluminous.world with your name, order reference and a statement that you wish to cancel.
- Telephoning us at +44 20 7512 8394 (Monday-Friday, 9:00-17:00 GMT).
- Writing to us at: The Halcyon Nutrition Ltd, 14 Meridian Place, London, E14 9FE.
We will send you an acknowledgement of receipt of your cancellation by email or in writing without delay.
2. Returning goods
Once you have notified us of your cancellation, you must return the goods to us without undue delay and in any event within 14 calendar days of the day on which you informed us of your cancellation. The deadline is met if you send the goods back before the 14-day period has expired.
Please return goods to:
The Halcyon Nutrition Ltd
14 Meridian Place
London, E14 9FE
United Kingdom
You are responsible for the cost of returning goods, unless the goods are defective or not as described (see section 5). We recommend using a tracked postal service and retaining proof of postage, as we cannot be held responsible for goods lost in transit.
3. Condition of returned goods
Returned goods must be:
- In their original packaging where possible.
- Unopened and unused, except to the extent necessary to establish the nature, characteristics and functioning of the goods (as you might reasonably do in a shop).
For hygiene reasons, we are unable to accept returns of food supplements that have been opened or partially consumed, unless the product is defective, damaged on delivery, or not as described. If you have opened the product and believe there is a fault, please contact us before returning to discuss the most appropriate resolution.
If the value of the goods has been diminished by handling beyond what is necessary to establish their nature and characteristics, we reserve the right to make a deduction from the refund accordingly.
4. Refunds
We will process your refund without undue delay and in any event within 14 calendar days of:
- The day we receive the returned goods back; or
- If earlier, the day you provide evidence that you have returned the goods (e.g. proof of postage).
Refunds will be made using the same payment method used for the original transaction where possible. As orders are paid on delivery, your refund will be arranged by bank transfer or such other method as we agree with you. We will not charge you a fee for the refund.
We will refund the full price of the goods. We will also refund any standard delivery charges you paid when the order was dispatched. We are not obliged to refund any premium or express delivery charges if you chose a delivery option more expensive than the standard option we offer.
5. Defective, damaged or incorrect goods
If your goods arrive damaged, defective or are not as described on our website, you have additional rights under the Consumer Rights Act 2015, including the right to a full refund, repair or replacement. Please contact us within 30 days of receiving the goods to report the issue:
- Email: support@fitshluminous.world
- Telephone: +44 20 7512 8394
Please include your name, order reference and a description of the fault. Where possible, please attach a photograph. In such cases, we will arrange collection or cover the cost of return postage.
6. Exclusions from the right to cancel
The right to cancel under the Consumer Contracts Regulations 2013 does not apply to:
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery.
This means that if you have opened a sealed food supplement, your right to cancel for reasons of preference (rather than fault) is limited as described in section 3 above.
7. Complaints
If you are dissatisfied with how we have handled your return or refund, please contact us in the first instance at info@fitshluminous.world. If we are unable to resolve your complaint, you may wish to contact an alternative dispute resolution (ADR) body or the Citizens Advice consumer helpline on 0808 223 1133.
8. Contact us
The Halcyon Nutrition Ltd · 14 Meridian Place, London, E14 9FE
Email: support@fitshluminous.world · Tel: +44 20 7512 8394
Monday-Friday, 9:00-17:00 GMT