Refund & Cancellation Policy | EPINUTRI

1. About this policy

This Refund & Cancellation Policy explains your rights and our responsibilities regarding refunds, returns and cancellations for orders placed with EPINUTRI via epinutri.com or our other online channels.

It is intended to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for UK consumers.

This policy forms part of our Dispensary Terms and Conditions.

2. Your key rights at a glance

You have a 14-day cooling-off period for most online purchases, starting the day after you receive your goods.
If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund, including up to a full refund within the first 30 days.
For sealed health and hygiene products (including supplements), your change-of-mind rights do not apply once the seal is broken, unless the product is faulty.
Consultations and professional services are subject to specific cancellation rules (see section 7).

This policy does not remove any statutory rights you have under UK law.

3. Goods purchased from EPINUTRI

3.1 Change-of-mind cancellations (distance selling)

If you are a UK consumer buying online, you have the right to cancel your order for most goods within 14 days without giving a reason.

The 14 days start the day after you (or a person you nominate) receives the goods, or, for multiple deliveries in one order, after the last item is delivered.
To exercise this right, you must notify us clearly (e.g. by email to support@epinutri.com) within the 14-day period, providing your order number and details of the items.

You then have a further 14 days from the date you notify us to return the goods.

3.2 When you do not have a change-of-mind right

Under the Consumer Contracts Regulations, you do not have a statutory right to cancel in the following cases, except where items are faulty:

Sealed health, hygiene or food products (including supplements, vitamins and nutritional products) once the seal or packaging has been opened after delivery, for health and hygiene reasons
Personalised, bespoke or made-to-order products created to your specifications
Digital content (e.g. downloadable resources) once download or streaming has started, if you gave your express consent to start immediately and acknowledged you would lose your cancellation right

We may, at our discretion, offer goodwill refunds in situations where you do not have a statutory right to cancel, but we are not obliged to do so.

3.3 Condition of returned goods

To receive a change-of-mind refund on eligible goods, items must be returned:

In their original packaging where reasonably possible
Unopened, with seals and safety packaging intact for health-sensitive products
In a resaleable condition, unless they were delivered faulty or damaged

We may reduce your refund to reflect any reduction in the value of the goods caused by your handling beyond what is necessary to check their nature, characteristics and functioning.

3.4 Return postage and costs

If you cancel because you changed your mind, you are responsible for the cost of returning the goods to us, unless we agree otherwise.
If goods are faulty, damaged, or not as described, we will refund reasonable return postage costs or provide a pre-paid returns method.

4. Faulty or misdescribed goods (Consumer Rights Act 2015)

Your statutory rights under the Consumer Rights Act 2015 apply in addition to any cooling-off rights.

If goods are faulty, not as described or not fit for purpose, you are entitled to a remedy.
Within 30 days of delivery, you normally have a right to reject the goods and receive a full refund.
After 30 days and within 6 months, we are generally entitled to offer a repair or replacement first. If that is not possible or fails, you may be entitled to a full or partial refund.
After 6 months, you may still be entitled to a repair, replacement or partial refund, but you may need to show that the fault was present when the goods were supplied.

These rights apply regardless of any warranty, guarantee or this policy.

5. Digital content

If we sell digital content (such as downloadable guides, programmes or resources):

You may have a 14-day right to cancel from the date of purchase, provided download/streaming has not yet started.
If you ask us to provide the digital content immediately and confirm that you understand you will lose your 14-day cancellation right once access begins, you will not be able to later change your mind for a refund unless the content is faulty.

If the digital content is faulty or does not match its description, you may be entitled to a repair, replacement or price reduction.

6. How to cancel and return

To cancel an order or request a refund:

Email support@epinutri.com with your name, contact details, order number and details of the items you wish to cancel or return.
We will confirm whether your request is eligible under this policy or under your statutory rights and provide return instructions where applicable.
Return the items to the address we provide, securely packaged, with proof of postage.
Once we receive the returned items (or evidence that you have sent them back), we will process any refund due.

We recommend you use a tracked service and keep your proof of postage.

7. Consultations and professional services

EPINUTRI supports practitioners and clinics in providing consultations and clinical services, which may be subject to separate terms.

Before the consultation

You may cancel a scheduled consultation free of charge up to 24 hours before the appointment start time, unless different terms are clearly stated at booking.
Cancellations within 24 hours of the start time may be charged in full or partially, at our or your practitioner's discretion.

After the consultation

Once a consultation or professional service has been fully provided, you will normally have no right to a refund, even if you are dissatisfied with the advice, unless the service was not provided with reasonable care and skill.
If a consultation cannot take place due to our fault or your practitioner's fault, you will usually be offered a rebooked appointment or a refund.

Where consultations are provided directly by independent practitioners or clinics, their own cancellation and refund policies may also apply.

8. Subscription services

If we offer subscription plans (for example, ongoing access to digital tools or programmes):

Details of renewal, minimum commitment periods and cancellation processes will be provided at sign-up and in your account area.
You can normally cancel a subscription at any time, but refunds for unused periods may be limited depending on the plan you chose and any free trial conditions.
Where you cancel during a cooling-off period, we may deduct a proportionate amount to cover services already supplied before cancellation, as permitted by law.

9. Timeframes for refunds

Where a refund is due, we aim to process it without undue delay and in any event within:

14 days of receiving the returned goods or acceptable proof that you have sent them back, for cancelled orders
14 days of agreeing to issue a refund for services, digital content or faulty goods where no return is required

Refunds will normally be made using the same payment method you used for the original transaction, unless we agree otherwise with you.

10. Disputes and alternative dispute resolution

If you are unhappy with how we have handled a refund, cancellation or complaint, please contact us first so we can try to resolve the issue.

If we cannot resolve a dispute, you may have access to alternative dispute resolution (ADR) schemes or online dispute resolution platforms as made available under UK or EU rules (for example the EU Online Dispute Resolution platform for certain cross-border disputes).

Nothing in this section affects your right to take legal action or to seek advice from bodies such as Citizens Advice.