RETURNS
We hope you are happy with your purchase. If you need to return an item, the information below explains our returns process and your rights.
We offer a 30-day returns period for eligible unwanted Goods. Items returned because they are unwanted must be unopened, unused and in a resaleable condition, with all tamper-resistant seals, packaging and any cellophane intact.
Different arrangements apply where Goods are faulty, damaged in transit or do not match what you ordered. Your statutory rights are not affected by our voluntary returns policy.
RETURNING AN UNWANTED ITEM
If you change your mind about an eligible item, please notify us within 30 days of receiving it and return it within the applicable returns period.
Unwanted Goods returned under our voluntary 30-day returns policy must be unopened, unused and in a resaleable condition, with all relevant seals, packaging and cellophane intact where applicable.
You are responsible for the cost and safe return of unwanted Goods unless we agree otherwise or applicable law requires us to pay the return costs.
We recommend using an appropriate tracked delivery service and retaining proof of postage until your return has been processed.
HOW TO RETURN YOUR ORDER
Please package your Goods securely and include your invoice, delivery note or sufficient information for us to identify your order.
Returns should be sent to:
Customer Service
Hall 1, Rabans Lane
Aylesbury
Buckinghamshire
HP19 8RT
United Kingdom
Alternatively, eligible Goods may be returned in person to:
Total Body Care
31 Clapham High Street
London
SW4 7TR
United Kingdom
If returning an item in person, please bring your order confirmation, invoice or delivery note so that we can identify your purchase.
If you do not have your invoice or delivery note, please include your order number, name, contact details and reason for return.
FAULTY GOODS
Goods supplied by Total Body Care should be of satisfactory quality, fit for purpose and as described.
If you believe an item is faulty, please contact us as soon as possible by email at [email protected] or by telephone on +44 (0)20 3092 2766.
If Goods are faulty, not as described or otherwise do not conform to the contract, you may have statutory rights to a refund, repair or replacement depending on the circumstances and when the fault is identified.
For qualifying faulty Goods rejected under the statutory short-term right to reject, consumers normally have 30 days from delivery to exercise that right.
Your statutory rights may continue after the initial 30-day period. Depending on the circumstances, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or refund.
Where Goods are returned because they are faulty and you are exercising your statutory rights, we will be responsible for reasonable return costs.
INCORRECT GOODS
If you receive an item that does not match what you ordered, please contact us as soon as possible.
We will arrange an appropriate return, replacement or refund. Where the error is ours, we will be responsible for reasonable return costs.
GOODS DAMAGED IN TRANSIT
If Goods arrive damaged, please contact us as soon as possible and provide details of the damage. We may ask you to provide photographs or other reasonable information to help us investigate the issue.
Where appropriate, we will arrange a replacement, return or refund. We will be responsible for reasonable return costs where Goods have been damaged in transit.
YOUR RIGHT TO CANCEL AN ONLINE ORDER
Consumers purchasing online generally have a statutory right to cancel eligible orders without giving a reason.
For most Goods, the statutory cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the Goods. Different rules may apply where an order contains multiple Goods delivered on different days.
If you exercise your statutory right to cancel, you must inform us of your decision to cancel. You should then return the Goods without undue delay and no later than 14 days after informing us of your decision to cancel.
You are normally responsible for the direct cost of returning Goods following a change of mind unless we have agreed otherwise or applicable law requires us to bear that cost.
Our voluntary 30-day returns policy gives you additional time to return eligible unwanted Goods and does not affect your statutory cancellation rights.
GOODS THAT CANNOT BE RETURNED FOLLOWING A CHANGE OF MIND
Certain Goods may be excluded from change-of-mind returns where permitted by law. These may include:
- Goods made to your specifications or clearly personalised;
- Goods which are liable to deteriorate or expire rapidly;
- sealed Goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery; and
- other Goods for which a statutory exception to cancellation rights applies.
This does not affect your statutory rights where Goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.
REFUNDS
Approved refunds will normally be made using the same payment method used for the original purchase. Where this is not reasonably possible, we may agree an alternative method with you.
For returns made under our voluntary 30-day change-of-mind policy, the original delivery charge will not normally be refunded unless we agree otherwise.
Where you exercise a statutory right to cancel an eligible online order, we will refund the amount required by law, including the cost of our least expensive standard delivery option where applicable. If you selected a more expensive delivery method, we are not required to refund the additional delivery cost above the standard delivery charge.
Where permitted by law, we may wait until we have received the returned Goods or you have provided evidence that the Goods have been sent back before issuing the refund.
Refunds will be processed without undue delay and within the time limits required by applicable consumer law.
CONDITION OF RETURNED GOODS
For returns made under our voluntary 30-day returns policy, unwanted Goods must be returned unopened, unused and in a resaleable condition with the original packaging, seals and cellophane intact where applicable.
Where you exercise a statutory cancellation right, you may inspect Goods to the extent reasonably necessary to establish their nature, characteristics and functioning. We may make a deduction from a refund where permitted by law if the value of the Goods has been reduced as a result of handling beyond what would reasonably be permitted in a shop.
PROOF OF PURCHASE
Please provide your order confirmation, invoice, delivery note or other reasonable proof of purchase when making a return.
If you cannot provide one of these documents, please contact us and we will try to locate your order using the information available to us.
CONTACT US ABOUT A RETURN
If you have any questions about a return, faulty item or refund, please contact:
Email: [email protected]
Telephone: +44 (0)20 3092 2766
For further information about purchases from Total Body Care, please also refer to our Terms & Conditions.