- 1. Cancelling an online order
- 2. Returning cancelled goods
- 3. Exceptions to cancellation rights
- 4. Refunds for cancelled orders
- 5. Faulty, damaged or incorrect goods
- 6. Short-term right to reject
- 7. Exchanges
- 8. Refund processing times
- 9. Sale items
- 10. Contact us
1. Cancelling an online order
If you are a consumer buying goods online, you generally have the right to cancel your order within 14 days without giving a reason.
The cancellation period ends 7 days after the day on which you, or a person nominated by you, receives the goods. If your order is delivered in multiple instalments, the period normally begins when you receive the final item.
To cancel, contact us clearly in writing by email or post:
Email: info@thehouseofhealth.uk
Post: The House of Health, 16 High St, Stratford-upon-Avon CV37 6AU, United Kingdom
You may use the following wording: I hereby give notice that I cancel my contract for the purchase of the following goods: [describe goods].
Order number: [insert order number]
Ordered on/received on: [insert date]
Name: [insert name]
Address: [insert address]
Date: [insert date]
You may also contact us before dispatch to request cancellation. We will try to stop the order, but cancellation before dispatch cannot always be guaranteed.
2. Returning cancelled goods
After notifying us that you wish to cancel, you must return the goods without undue delay and normally within 7 days.
Unless the goods are faulty, incorrect or damaged on arrival, you are responsible for the direct cost of returning goods after a change-of-mind cancellation.
Goods should be returned:
- unused and in their original condition where reasonably possible;
- with original packaging, labels and accessories where available;
- securely packaged to prevent damage during return;
- with your order number or other identifying information.
You are responsible for any reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
3. Exceptions to cancellation rights
The 7 day cancellation right may not apply to certain goods, including:
- goods made to your specifications or clearly personalised;
- sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
- goods that are liable to deteriorate or expire quickly;
- goods that become inseparably mixed with other items after delivery;
4. Refunds for cancelled orders
If you cancel an order within your legal cancellation period, we will refund:
- the price paid for the returned goods
- the cost of our least expensive standard delivery option, where legally required.
We may withhold the refund until we receive the goods or you provide evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the original payment method unless we agree otherwise. We will not charge a refund fee.
5. Faulty, damaged or incorrect goods
If you receive goods that are faulty, damaged, incorrect or not as described, contact us at info@thehouseofhealth.uk as soon as possible.
Please include:
- your order number;
- a description of the problem;
- photographs where relevant;
- your preferred contact details.
You may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and applicable consumer law.
If goods are faulty or incorrect, we will not require you to pay reasonable return costs. We may provide a return label or reimburse reasonable postage costs.
6. Short-term right to reject
Where goods do not conform to the contract, you may have a short-term right to reject them and receive a refund within the time allowed by law.
This right does not apply where the problem was caused by misuse, accidental damage, normal wear and tear, failure to follow instructions or another matter for which you are responsible.
7. Exchanges
We do not offer exchanges customers should return the original order and place a new order.
8. Refund processing times
Once approved, refunds are normally processed within 5 to 7 business days.
Your bank or payment provider may take additional time to display the refund in your account.
9. Sale items
Sale items have the same statutory rights as full-price items.
Our voluntary change-of-mind returns policy for sale items is:
Sale items may be returned within 7 days unless marked as final sale.
This does not affect your rights if sale goods are faulty, not as described or unfit for purpose.
10. Contact us
The House of Health
16 High St, Stratford-upon-Avon CV37 6AU, United Kingdom
Telephone: (+44) 1789 292353
Email: info@thehouseofhealth.uk