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RETURNS & REFUNDS POLICY

Last updated: 18.10.2024

At Everwell Health, we’re committed to your satisfaction. Whether you’re ordering health test kits, supplements, consultations, or digital programs, we aim to deliver high-quality products and services with transparency and fairness. Below you'll find our full returns and refunds policy, aligned with UK consumer rights and Klarna’s buyer protection guidelines.

1. Your Right to Cancel (UK Customers)

Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel and return their order within 14 days of receiving it, provided the items meet the conditions set out below.

This applies to most physical goods, including test kits and supplements that are unused and unopened.

2. Product-Specific Return & Refund Conditions

Health Testing Kits

  • You may request a refund within 14 days of delivery if the kit is unused, unopened, and unregistered.

  • If the test kit has been opened, a sample collected, or the kit registered with the lab, it becomes non-refundable due to hygiene, regulatory, and medical safety reasons.

  • A £19 fee will be deducted from the refund to cover the cost of the non-reusable kit.

  • Please do not return testing kits by post, even if unused, as we cannot accept them once dispatched.

Supplements

  • Unopened supplements can be returned within 14 days of delivery for a refund.

  • Opened or used supplements are non-refundable, unless proven to be defective or damaged.

  • Return postage is the customer's responsibility unless the item is faulty.

Consultations & Coaching

  • Appointments can be cancelled or rescheduled with at least 24 hours’ notice for a full refund.

  • Cancellations made with less than 24 hours' notice, or missed appointments, are non-refundable.

Digital Wellness Programs

  • Digital content (such as courses, downloads, or access-based products) is non-refundable once accessed, downloaded, or logged into, unless faulty or misrepresented.

3. International Orders

We ship internationally and do our best to support all customers. However, due to customs restrictions and logistics, we are unable to accept change-of-mind returns for international orders at this time.

If you receive a faulty, damaged, or incorrect item, please contact us immediately. We’ll work with you to resolve the issue with a replacement, credit, or refund where appropriate.

4. How to Request a Refund

To request a refund, please contact our team by emailing info@everwellhealth.co.uk from the email address associated with your order. Please include:

  • Your full name

  • Your order number or purchase date

  • The item(s) you’re requesting a refund for

  • The reason for the refund request

5. Return Instructions (Supplements Only)

If your item is approved for return, we will provide return instructions and a return address by email.

  • Do not send items back without contacting us first. Unauthorised returns may not be processed or refunded.

  • Customers are responsible for the cost of return postage unless the item is defective or damaged.

6. Refund Conditions & Timelines

  • Refund requests for eligible items must be submitted within 14 days of receiving your order.

  • Refunds will be processed to your original payment method within 5–10 business days after approval.

  • We do not issue refunds once a test sample has been registered or received by our laboratory.

  • We reserve the right to decline refund requests that do not meet these conditions.

7. Need Help?

If you have questions about your order, returns eligibility, or Klarna payments, we’re here to help.

📧 Email: info@everwellhealth.co.uk

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