Refund and Returns Policy

1 Overview

This policy explains cancellation, return and refund rights for orders from NaduraWellness.com. It does not reduce any rights a consumer has under law, including rights relating to goods that are faulty, unsafe, not as described or not fit for purpose.

2 Cancelling before dispatch

Contact hello@nadurawellness.com as soon as possible. If the order has not entered fulfilment, we will try to cancel it. Because orders may be dispatched on the same day, cancellation cannot be guaranteed after an order is placed. If dispatch cannot be stopped, the return rules below apply.

3 Change-of-mind cancellation for consumers

Unless an exception applies, a consumer may tell us that they wish to cancel within 14 days after the day the goods are received. After notifying us, the consumer has a further 14 days to send the goods back. Contact hello@nadurawellness.com before returning anything so that we can provide the correct return instructions and return address.

Change-of-mind returns must be unused, unopened, complete and in their original saleable packaging. The customer may inspect goods only to the extent reasonably possible in a shop. We may reduce a refund to reflect loss in value caused by handling beyond that level, where the law permits.

How to request a return

1. Email hello@nadurawellness.com within the applicable period and provide the order number, customer name, product and reason for the request. A reason is not required for a valid statutory change-of-mind cancellation.
2. Wait for return instructions and the correct return address. The registered office is not automatically our returns-processing address.
3. Pack the goods securely with the order details. Do not return needles, leaking goods, exposed sharps or a product that may present a biological or contamination risk unless we give specific safe-return instructions.
4. Keep proof of posting and tracking until the return and refund are confirmed.

4 Products that cannot be returned after opening

For health, hygiene and product-integrity reasons, sealed injectable products, cartridges, vials, needles, sterile accessories and other sealed health-protection goods cannot be returned for a change of mind once their tamper-evident or hygiene seal has been broken after delivery. Goods liable to deteriorate or expire rapidly may also be exempt from change-of-mind cancellation. These exceptions do not affect rights where a product is faulty, damaged, unsafe or misdescribed.

5 Return costs and risk

For a valid change-of-mind return, the customer is responsible for the direct return cost and for taking reasonable care of the goods until received by us. Use suitable protective packaging and a tracked service. We will pay reasonable return costs where goods are faulty, damaged on arrival, unsafe, misdescribed or where we sent the wrong item, provided the return method is agreed with us in advance.

We are not responsible for a return sent to an unauthorised address, without adequate packaging or by a service that cannot safely carry the product. This does not affect responsibility that the law places on us.

6 Faulty, damaged, unsafe or incorrect goods

Inspect the parcel promptly. If goods arrive damaged, incorrect, appear compromised, have a broken seal, or raise a safety concern, do not use them. Contact hello@nadurawellness.com promptly with the order number, batch or lot information where available, a description of the issue and clear photographs of the product and packaging. Keep the goods and packaging until we advise what to do. Nothing in this request for evidence limits statutory rights.

Available remedies depend on the circumstances and the law and may include rejection and refund, repair or replacement. We will not require a customer to return an item where doing so would be unsafe; follow our instructions.

7 Refund timing and method

For a valid change-of-mind cancellation, we will refund amounts due within 14 days after we receive the returned goods or, if earlier, after the customer supplies evidence that the goods were sent back. If no goods were supplied, the period runs from notice of cancellation. Refunds are normally made to the original payment method. Standard outbound delivery costs will be refunded where legally required; Nadura Wellness currently provides free standard next-day delivery.

Banks and payment providers may take additional time to display an authorised refund. We do not issue a cash refund for a card or digital-wallet purchase. Promotional credit, gift cards and split payments may be returned to the original payment methods in the same proportions, subject to mandatory rights.

8 Bundles, gifts and promotions

Where an order included a bundle discount, multi-buy saving or free promotional item, all relevant items must be returned for a full change-of-mind refund. If a customer lawfully keeps part of the order, we may recalculate the retained items at the price that would have applied without the returned item or free gift, where fair and lawful. Faulty-item rights are not reduced by a promotion.

9 Subscription and repeat orders

Each subscription shipment is a separate supply of goods. A customer can cancel future renewals under the subscription terms, but cancellation does not automatically cancel an order already accepted or dispatched. Statutory cancellation rights and the hygiene exceptions in this policy apply separately to each delivered order.

10 Adverse reactions and product concerns

A refund request is not a substitute for medical care. If a person experiences an unexpected or serious reaction, they must stop using the product and seek advice promptly from an appropriate healthcare professional. Call NHS 111 for urgent advice or 999 in a medical emergency. Preserve the product, packaging, batch details and any device used, where safe to do so, and report the matter to us at hello@nadurawellness.com after immediate medical needs have been addressed.

11 Business customers

The statutory consumer cancellation right does not apply to purchases made wholly or mainly for business purposes. Business returns require our prior written agreement unless goods are faulty, damaged, unsafe, misdescribed or supplied incorrectly. Any agreed return must follow our instructions and may be subject to reasonable inspection, restocking and delivery charges stated before acceptance.

12 Abuse of returns and chargebacks

We may refuse a return that is fraudulent, contains a different product, has been deliberately damaged, or falls outside legal and contractual rights. We may suspend an account while investigating suspected abuse. Customers should contact us before starting a payment dispute so we have a reasonable opportunity to resolve the issue; this request does not prevent a customer from using a lawful chargeback or other remedy.