A Comprehensive Guide to Our Returns Policy
At Remedy UK, we want you to be completely satisfied with your purchases. However, if for any reason you need to return an item, we have a comprehensive returns policy in place to make the process as smooth and hassle-free as possible.
Returns Eligibility and Timeframe
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have 28 calendar days from the date of receiving or collecting your complete order to notify us about any items that you are not completely satisfied with. You must return the item(s) within 28 calendar days of notifying us of your intention to return them. Orders canceled under these regulations are entitled to a refund of any standard postage paid for the delivery of your order. Still, you are responsible for any postage incurred in returning the items you wish to cancel to us. Please note that we do not refund postage on return of part orders.
Conditions for Returns
To be eligible for a return, items must be returned in the same condition as you received them, including keeping any hygiene seals intact. If you unseal a product that needs to be sealed for health or hygiene reasons, you will lose your right to return the item.
Reduction in Refund Amount
Under the Consumer Contracts Regulations, we reserve the right to reduce the amount of refund you receive if non-faulty items being returned are damaged or used in any way. The amount of reduction will depend on the decrease in value of your use of the item. If your use renders the items unsellable, this reduction may be up to 100%.
How to Return Items
If your unwanted items weigh less than 5kg, you can return them by post or to your local Remedy UK store within 28 days of notifying us about your return. If you paid for your order by PayPal, you can only return it by post. To return items by post, repackage them carefully and send them to FREEPOST Remedy UK ONLINE. Don’t forget to obtain a “Proof of Postage” from the Post Office Counter and enclose the completed returns form with your package. To return items to your local Remedy UK store, take your dispatch note and the card you used for payment to the store.
Damaged and Faulty Items
Under the Consumer Rights Act 2015, you can claim a refund on faulty goods within 30 days of receipt. We may offer to replace or repair the item free of charge, but if the first repaired or replacement item we supply also turns out to be faulty, you can claim a refund that includes the price you paid for it and any postal charges. This does not apply to items that have failed due to wear and tear. Some products, such as electrical items, may have additional manufacturer’s warranties that give you additional rights, which you should check carefully. If you believe any of the items you have ordered are damaged or faulty, please contact our Customer Services team, either by completing the online form or calling during our opening hours.
Your refund will be processed once we receive your returned items. Refunds are credited to the original card you paid with and will take 5-7 working days to be credited to your account, depending on your card provider. We will refund any standard postage paid on orders returned in full. Unfortunately, we do not refund postage on return of part orders.
Please note that you cannot return medicines, including prescription medicines, or anything that has a hygiene seal that has been broken. Additionally, you have the right to inspect your items reasonably as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.
Exceptions to our Returns Policy:
It’s important to note that some items cannot be returned under our policy. These include medicines, including prescription medicines, and items with broken hygiene seals. If you have used an item, you cannot return it unless it’s damaged or faulty. We take these exceptions seriously and cannot make exceptions for any reason.
Liability for Orders:
We understand that sometimes things go wrong, and we are committed to resolving any issues that may arise with your order. Our team takes great care in fulfilling your orders, but we recognize that there may be situations where we fail to do so, or you receive a faulty item. In such cases, our liability will be limited to the price you paid for the order, and we will refund you for the cost of the item and any standard postage paid. However, we cannot be held responsible for any other damages or losses.
Contacting Customer Services:
If you have any concerns about your order, need assistance with returning an item, or have any questions about our Returns Policy, our friendly and knowledgeable Customer Services team is here to help. You can contact us by completing our online form or calling during our opening hours (Monday-Friday 9am-6.30pm, Saturday – 9am-4pm). We will be happy to advise you on our Returns Policy and help you with any returns or refunds.