RIGHT TO CANCEL
The UK Distance Selling Regulations entitles you to cancel the contract for the purchase of any item within 7 working days of delivery. However, Probio allows you 14 days for your convenience.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
The Example Model Cancellation Form
To: Probio7, Forever Young International,
Unit 13 and 14 Nelson Trading Estate The Path,
Merton SW19 3BL
I hereby give notice that I cancel my contract of sale of the following goods:
Date and Signature of the customer (only if sent by post):
What should I do if I receive an incorrect item? We have high standards when it comes to packaging your order, however, mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with the absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Our aim is to ensure that the highest production standards are applied to each and every my vitamins order however we do accept that from time to time problems can occur.
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this, we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
The Probio7 quality team will review your message and aim to resolve within 1-2 working days. Please note that some investigations can take longer if the product is externally sourced.
How do I arrange a return?
Please contact Probio7 Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details, we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please, therefore, ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error.
If we sent you the wrong item.
If the item is damaged or faulty.
Where you are returning a substitute item which you do not want to keep.
We will not refund postage costs to return items which are unwanted or no longer required.
These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process.
Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at email@example.com or by post at:
FOREVER YOUNG INTERNATIONAL LTD
Unit 13 and 14 Nelson Trading Estate
The Path, Merton SW19 3BL