Returns & Refund Policy

Overview

At Windwood Health Clinic, we want you to be completely satisfied with your purchase. This policy applies to all products purchased through our online shop at windwoodhealthclinic.co.uk/shop and is compliant with the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, you must notify us in writing (by email or post) before the 14-day period expires.

The cancellation period expires 14 days after the day on which you, or a person you nominate, physically receives the goods.

How to Request a Return

1. Email us at shop@windwoodhealthclinic.co.uk with your order number, the item(s) you wish to return, and the reason for return.
2. We will reply within 2 working days with a returns authorisation and instructions.
3. Package the item(s) securely in the original packaging where possible and post them to the address provided.

Conditions for Returns

To be eligible for a return, items must be:

• In their original, unopened, and undamaged packaging
• In a resaleable condition
• Returned within 14 days of you notifying us of the cancellation

Items That Cannot Be Returned

For health, hygiene, and safety reasons, we cannot accept returns on the following items once opened or unsealed:

• Skincare and cosmetic products that have been opened or used
• Health supplements and vitamins once the seal is broken
• Items marked as non-returnable on the product page
• Personalised or custom-made products

This does not affect your statutory rights. If an item is faulty or not as described, you are entitled to a full refund regardless of whether the product has been opened.

Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 30 days of receipt. Under the Consumer Rights Act 2015, you are entitled to:

• Within 30 days: A full refund for faulty goods
• Within 6 months: A repair or replacement (if repair or replacement is not possible, a full refund)
• After 6 months: A repair or replacement (you may need to prove the fault was present at delivery)

Please include photographs of any damage or defects when contacting us, along with your order number.

Refunds

Once we receive and inspect your returned item(s), we will notify you by email whether your refund has been approved.

• Approved refunds are processed within 14 days of receiving the returned goods
• Refunds are issued to the original payment method used at checkout
• The original delivery charge is refunded if you are returning all items from your order (except where you selected a premium delivery option beyond our standard offering)
• If only some items are returned, delivery charges are not refunded

Return Postage Costs

• Change of mind: You are responsible for the cost of returning the item(s) to us
• Faulty or incorrect items: We will cover the return postage cost or arrange a collection

We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit back to us.

Collection Orders

If you collected your order from our clinic, you may return eligible items in person during our opening hours. Please bring your order confirmation email or receipt.

Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

1. Check your bank account or card statement again
2. Contact your bank or card issuer (processing times can vary)
3. If you have done both and still have not received your refund, email us at shop@windwoodhealthclinic.co.uk

Appointment and Treatment Cancellations

This policy covers physical products purchased through our online shop only. For cancellation of appointments or clinical treatments, please refer to our Terms of Service.

Contact Us

For any questions about returns or refunds:
Email: shop@windwoodhealthclinic.co.uk
Phone: +44 203 887 8835
Address: Windwood Health Clinic, London

Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated revision date. This policy does not affect your statutory rights under UK consumer law.