| ||At Healthy Supplies, we write our terms and conditions as clearly as possible, and make them fair to you
Refunds and Cancellations
If it's our fault
If an item is damaged or defective, please contact us within 14 days of delivery. We will either refund you for the value of the item, or send you a replacement at no extra cost. Please retain all faulty items and their packaging to return to us. Without this evidence we cannot issue refunds or send a replacement. If an item cannot be kept for health and safety reasons, please take photographic proof of the damage so that we can view this.
If it's been lost in the post.
See "Delivery" below.
Please ensure that you input your delivery address correctly. We are unable to refund orders that are lost in the post due to mislabelling. We also are unable to cover the redelivery costs of such orders. Healthy Supplies accepts no responsibility if you enter an insufficient delivery address. Nor will we refund the postage cost of sending an order out to an insufficient or incorrect address. So please check your details fully before submitting an order.
If you want to edit or cancel your order.
- If you have chosen the Trackable Courier delivery option and the order weight is under 25kg: You can add or swap items (if the price is the same or higher), providing that you contact us as soon as possible. Amendments will only be possible depending on the situation (Such as for example: We have the items in stock; you contact us before your parcel is processed), so please understand that we have to handle these requests on a case by case basis.
- If you have chosen a Royal Mail delivery option: Unfortunately we cannot add, subtract or swap items to orders once they have been placed since the postage cost will change depending on the weight of the goods. This is calculated automatically at the checkout. (However, if you upgrade your postage option to Trackable Courier then we can apply the general rule mentioned directly above).
- If you decide to cancel your order (or part of your order) before it has been dispatched, a cancellation/admin fee will be charged. This will be 5% of the existing order total.
If you change your mind upon receiving your order
By law, you have a 14-day "cooling off" period which begins the day you receive your goods. You can send any goods back for a full refund, provided that they are unopened and in a saleable condition. Please contact us before returning an item. We’ll let you know the address to send them to, and we’ll process a refund for the goods when they come back to us. Please obtain proof of postage.
These rules are also detailed on the Consumer Direct website.
Kindly ensure you inform us if you have not received your order within 14 days of dispatch. Please see our delivery page for details of likely dispatch timescales.
If your item has been delayed in the post, the course of action required depends on which postal method was chosen.
Most small orders go via the Royal Mail, and most orders over 2.5kg go via Parcelforce. You can change this if you wish.
Parcelforce are very reliable, and it is not expected that there will be any problems. You can choose Parcelforce for delivery in your basket by choosing the Trackable Courier Service option, and it is a good price. It's automatically chosen for heavier orders.
Royal Mail parcels will normally arrive between 1 and 3 days following dispatch. However, around 1% of items get delayed in the post, due to circumstances beyond our control. Of these, a fraction never make it to your front door within 15 working days (usually 3 weeks). Such parcels are considered to be "lost parcels" by the Royal Mail.
If this is the case, we will re-process your order at no extra cost to you.
If you have chosen non-recorded delivery, then the same applies, but before we can re-process your order, you must sign a disclaimer stating that you never received the parcel. We can then send this to the Royal Mail for compensation. Note that non-recorded delivery is not available for parcels costing more than £40.
If the postman tries to deliver a parcel and you are out, they normally leave a "while you were out" card. However, in a small number of cases, this seems not to happen. In such cases, we will do our best to assist you. Please note, however, that the Royal Mail do not allow us to contact your local sorting office. In this case, unfortunately you will have to contact the local sorting office yourself to arrange redelivery.
Note that during postal strikes, we cannot guarantee any delivery times at all. During such times, we recommend that you use Parcelforce, our alternative delivery provider, for extra peace of mind.
Some larger orders may be split into smaller shipments. For some of the small parts, we may use Royal Mail.
We strive to offer full, accurate and up-to-date information on our website about everything we sell. Much of this information is given to us by the manufacturers and suppliers of goods. Sometimes ingredients and places of origin may change, and products may have been stored or produced in a facility where other allergens are present. Please read all labels and packaging before using what you purchase to ensure you have up-to-date information.
Healthy Supplies Ltd is a limited company, reg. 6960233. Vat No. 976016309.
Healthy Supplies Ltd is wholly owned by Brendan Fernandes, Caroline Fernandes and Dimitris Samantzopoulos.
How to contact us
We welcome feedback.
You can email us using our contact form.
You can also contact us in writing at:
Healthy Supplies Ltd
South Coast House
35 Chartwell Road
Lancing Business Park