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Returns & Refunds Policy

RETURNS INFORMATION

To return goods, please:

1. Email sales@thehealthbay.com and we will provide you with a returns address.

2. Carefully pack the items in protective bubble wrap, or similarly suitable packaging. Please do not use the product box as outer packaging and note that we will deduct the cost of any returned items damaged from any amount refunded to you. Please include your order number inside the box. 

Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal nature cannot be returned due to reasons of hygiene.

We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post.

Cancellations

In addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us in their original, unopened and unused condition. You must contact us at returns@thehealthbay.com before returning an item to request a Returns Form. If the item is returned without an authorisation code we will be unable to offer a refund or exchange. Please note that if the item has already been shipped from our warehouse a £10 handling charge will apply ( a fee will not be charged if the item is returned within the 7 day cooling off period). Your statutory rights are not affected.

You must return items to TheHealthBay.com by using the returns and exchanges procedure. Please note that if the item has already been shipped from our warehouse a £10 handling charge will also apply.

Any order refused on delivery will be charged at a standard rate of £15.00. Any order returned by the customer and paid by the customer will be refunded up to a maximum amount of £5.00. If you appoint TheHealthBay.com to collect your return order and you are not in, there will be a charge of £15.00. If an order is returned to us due to an incorrect address, refusal of order, no access to property etc, then all redelivery's will be subject to a £5.00 redelivery charge

Damage & Refunds

In the unlikely event of you receiving a damaged item/order, you will in most cases be asked to provide evidence of the damage in the form of a photo and email. Once it has been determined that damage has occured, we will then start the claims process with immediate effect. You will be sent a damage questionnaire by the courier. Please complete the questionnaire and return to the appropriate address. Once the courier has received the completed questionnaire, we will then be able to refund you. We cannot process any refunds or replacements unless the courier is in receipt of the damage questionnaire.

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