Refund / Returns Policy
Returns & Refunds Policy
Hope Health Supplements Ltd
This policy is provided in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and applies to all purchases made through Hope Health Supplements Ltd.
Bespoke & Personalised Products
Products that are custom-formulated or personalised for an individual person, horse, or dog are non-refundable.
This includes any bespoke formulations created specifically to meet individual requirements. These products are excluded from the right to cancel because they are made to the customer’s specification and cannot be safely resold.
Pre-Formulated Products
Pre-formulated (non-bespoke) products may be returned for a full refund provided that:
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the product is unused
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the packaging is unopened and intact
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the tamper-evident seal has not been broken
Returns must be initiated within 14 days of dispatch.
Due to the perishable nature of our ingredients, once a product has been opened, used, or unsealed, it is deemed accepted for hygiene and safety reasons and cannot be returned.
How to Return an Item
Returned items must be sent back in their original, unopened packaging and include a note stating:
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your full name
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order number
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date of purchase
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reason for return
Refunds will be issued once returned goods are received and inspected. Where applicable, the original outbound delivery charge (at the standard rate) will be refunded.
If collection is required because return postage has not been arranged by the customer, the cost of collection will be deducted from the refund.
Responsibility for Returned Goods
Returned items remain the customer’s responsibility until they reach us safely.
We recommend using a tracked and insured delivery service appropriate to the value of the goods.
Return Timeframes
Returned goods must be dispatched back to us within 14 days of delivery, unless otherwise agreed in writing.
Return Postage Costs
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Return postage costs are the responsibility of the customer.
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Return postage costs will only be refunded where goods are confirmed to be faulty or defective.
Returns Not Accepted For
This policy does not apply to:
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items collected in person
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bespoke or personalised products
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sealed goods that have been opened after delivery for hygiene or health protection reasons
Damaged or Defective Items
If you receive a damaged or defective item, please contact us promptly.
We will offer a replacement at no additional cost, provided that:
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the damaged or defective product is returned to us, and
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it is received within 14 days of delivery
No additional shipping or handling charges will be applied for replacement items.
