Refund policy

At Health & Balance Vitamins, we want you to feel confident in your purchase. If you need help with your order, our team is always happy to assist.

 

Because our products are nutritional supplements, certain conditions apply to returns to ensure product safety, quality, and regulatory compliance.

 

About Us

 

Health & Balance Vitamins is an Australian-registered business. Orders placed through our UK website are fulfilled by our UK distribution partner on our behalf.

 

Nothing in this policy excludes, restricts, or limits any rights you may have under applicable consumer protection laws.

 

If a product is faulty, damaged, incorrectly described, or not of acceptable quality, you may be entitled to a repair, replacement, refund, or other remedy in accordance with applicable law.

 

For all return and refund enquiries, please contact our team at info@handbvitamins.com and include the relevant details so we can assist you promptly.

 

Change of Mind Returns

 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers who purchase goods online generally have the right to cancel their order within 14 days of receiving their items.

 

To be eligible for a change-of-mind return with Health & Balance Vitamins, the following conditions must be met:

 

  • The return request is made within 14 days of delivery
  • The parcel is returned unopened and in the original shipping box it was delivered in
  • All product safety seals remain intact
  • The items are returned in the same condition they were received
  • Some of our supplements are shipped directly inside the delivery carton without additional outer packaging. Because of this, the shipping box forms part of the product’s protective packaging.

For health and safety reasons, we cannot accept returns if:

  • The shipping box has been opened
  • The product seal has been broken
  • The product or packaging has been tampered with, altered, or damaged

UK consumer law allows traders to refuse returns of sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.

 

Once a parcel has been opened, we are unable to guarantee that the supplements have not been handled, tampered with, or stored incorrectly. For this reason, opened parcels are not eligible for change-of-mind returns.

 

Customers are responsible for return shipping costs for approved change-of-mind returns.

 

How to Request a Return

 

If your order meets the conditions above and you would like to request a return, please contact our support team with:

  • Your name
  • Your order number
  • The reason for the return

Once approved, we will provide instructions and the return address.

 

We recommend returning parcels using a tracked shipping service, as we cannot take responsibility for parcels lost during return transit.

 

Refunds will only be processed once:

 

  • The parcel has been received by our warehouse, and
  • The goods are confirmed unopened, untampered, and suitable for resale

Returns are processed in warehouse batches, typically at the end of the calendar month.

 

Cancellation Fee (Orders Unfulfilled)


If you request cancellation of a one-time or subscription order after payment has been processed but before fulfilment, a 4% fee will be deducted from the refund amount to recover non-refundable transaction costs incurred at the time of purchase.


This applies even where the order has not yet been dispatched, as payment processing fees (including gateway, currency conversion, and related charges) are not returned to us.

 

Deductions

 

All returns due to change of mind will be subject to the following:

  • Original shipping charges are non-refundable
  • A £5.00 handling fee applies to customer-caused returns

Customer-caused returns include situations where:

  • An incorrect address was provided
  • Delivery was refused
  • The parcel was not collected
  • The customer changed their mind

Faulty, Damaged, or Incorrect Items

 

We take great care when packing and dispatching every order. On rare occasions, issues may occur during transit or after opening.

 

Visible Transit Damage

 

If your parcel arrives with obvious transit damage such as:

 

  • Broken bottles
  • Torn pouches
  • Leaking product
  • Crushed packaging

Please contact us within 5 business days of receiving your order.

 

Product Concerns After Opening

 

If you open your product and notice an issue with the product itself, please contact us within 30 days of receiving your order.

 

After 30 days we are unable to process replacements or refunds, as we cannot verify storage conditions beyond this time frame.

 

Issues With Orders Received

 

While every order is packed carefully, occasional packing errors can occur.

 

If an item is missing or incorrect, please contact us within 48 business hours of receiving your order and include:

 

  • Your full name
  • Your order number
  • Clear photos of the items received

Once confirmed, we will arrange for the correct item to be sent as a priority. Where appropriate, a store credit may also be offered.

 

Third-Party Deliveries

 

If your order is marked as Delivered by the carrier, including delivery to a parcel locker, mailroom, reception desk, or other third-party location, delivery is considered complete.

 

Responsibility for the parcel transfers to the recipient at that time. We are not liable for loss, theft, or misplacement after confirmed delivery to the address provided at checkout.

 

If you cannot locate your parcel, please contact the delivery carrier directly to request an investigation.

 

Cancelling a One-Time Order

 

If you need to cancel a recently placed order, please email info@handbvitamins.com as soon as possible.

 

We cannot guarantee cancellation before dispatch, particularly during weekends, public holidays, time zone differences, or busy periods.

 

If your order has already been dispatched, you may:

 

  • Refuse delivery
  • Decline collection from the post office
  • Return the parcel at your own expense using tracked postage

Proof of postage and tracking details must be provided. Returns must still meet the conditions outlined in this policy.

 

Subscription Purchases

 

Subscriptions must be manually selected at checkout to prevent accidental sign-ups.

 

After placing your first subscription order, you will receive confirmation emails outlining the delivery schedule. Reminder emails are also sent before each renewal so you have time to update, pause, reschedule, or cancel.

 

If a subscription order has already been processed and dispatched, the same return conditions outlined above apply.

 

Subscriptions can be managed at any time through your Customer Portal.

 

Returned Orders

 

If a parcel is returned to us due to an error on our end, including warehouse, packing, or labelling issues, reshipment will be arranged at no additional cost.

 

Returns may also be accepted where the following conditions are met:

 

  • The return request is made within 14 days of delivery
  • The parcel is returned unopened and in the original shipping box
  • All product seals remain intact
  • The goods remain in their original condition

Returns that do not meet these conditions will not be eligible for a refund.

 

Returns Not Accepted

 

Returns will not be accepted where:

 

  • The parcel has been opened
  • The product has been used or tampered with
  • The customer decides they do not like the flavour or ingredients
  • Medical advice is received after purchase advising against use
  • The product has been misused or improperly stored

We encourage customers to review product ingredients carefully and consult a healthcare professional if unsure prior to purchasing.

 

Lost Returns

 

We are not liable for parcels lost during the return process.

 

Refunds will only be issued for:

 

  • Parcels safely received by our warehouse, or
  • Returns where valid proof of postage and tracking confirmation shows the parcel was lodged prior to being lost by the carrier.

Reshipment of Returned Orders

 

If your order has been returned to us and you prefer the parcel to be resent rather than a store credit or refunded, we can arrange this once the parcel has been received and cleared by our warehouse.

 

Reshipment conditions:

 

  • The parcel has been received by our warehouse
  • The goods are confirmed unopened and suitable for resale

Reshipment fees:

 

  • UK Domestic: £5.00
  • Europe: £8.00

Once delivery details are reconfirmed, a secure payment link will be provided. Your order will be resent once payment has been received.

 

International Customers

 

Customers are responsible for understanding their local import regulations prior to purchasing.

 

Health & Balance Vitamins is not liable for refunds where:

 

  • A parcel is denied entry due to local supplement regulations
    Customs duties or VAT are required
  • Clearance delays occur and the customer chooses not to proceed

If an order is refused or returned due to unpaid duties or taxes:

 

  • Original shipping is non-refundable
  • A £5.00 handling fee will be deducted

Refunds will only be issued once the parcel has been received and approved by our warehouse.

 

Disclaimer

 

This website does not provide or contain medical advice.

No information on this website is intended to be considered as professional medical advice, diagnosis, or treatment of a medical condition. The information contained on this website, including but not limited to text, images, blogs, videos, and other material is for general informational and educational purposes only. Health & Balance Vitamins and its employees and agents make no claims to have medical qualifications. Please always seek the advice of a qualified medical practitioner before purchasing any products.