Conditions
To qualify for a refund, supplement items must be returned within 30 days of confirmed delivery, remaining completely unopened, unused, in original outer cartons, with all tamper-evident seals fully intact.
Instructions for returning a parcel
- Contact customer support at [email protected] with your order number and clear reason for return.
- Obtain an authorized Return Merchandise Authorization (RMA) reference number along with our verified UK returns depot address.
- Securely pack the unopened bottles in shock-absorbing packaging with all factory safety seals intact and enclose the RMA document inside.
- Receive your refund via your original method within 3 to 10 business days following the successful receipt and physical inspection of returned stock at our depot.
Who pays return shipping
Should an item arrive defective, damaged, or contrary to your order, our house bears the expense by providing a prepaid shipping label or coordinating a courier collection. If a return is elected on personal preference, postage remains your responsibility, with no supplemental administrative deductions.
Refund timing and method
Financial settlements are completed within 3 business days following successful inspection. Parcels originally settled by cash on delivery are reimbursed via bank transfer to your nominated account, whereas direct bank settlements revert to the originating bank account. Financial institutions typically credit the amount within 1-5 business days.
Procedures for specific circumstances
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Intended supplement dispatched, incorrect package retrieved | None |
| Parcel lost | Dispatch of a replacement or full reimbursement following carrier investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the purchase price | Return shipping only |
Exchanges
Should you wish to exchange a formula for an alternative preparation, kindly conclude the standard return procedure and submit a new order; reimbursement for the returned goods is enacted upon receipt. Where an exchange results from an oversight on our part, the replacement dispatch is provided without delivery fee.
Cancelling an order
Orders may be cancelled without penalty at any point prior to physical dispatch. Please send your request and order reference to [email protected]. Following parcel release, the standard return terms apply.
Questions about this policy
You may write to [email protected] or telephone our desk at +44 191 361 0180 during Mon-Thu 07:30-16:00, Fri 07:30-15:00, Sat 09:45-14:00, break 12:00-12:45. We answer every correspondence within one business day.
- Merchant
- Elderwell Botanics Ltd.
- Registered address
- 12 Carliol Square, Newcastle upon Tyne, NE1 6UF, United Kingdom
- [email protected]
- Phone
- +44 191 361 0180
- Working hours
- Mon-Thu 07:30-16:00, Fri 07:30-15:00, Sat 09:45-14:00, break 12:00-12:45
- Registration
- Company No. 04011481