Refund policy
Refund and Returns Policy
At Recwell, we want you to be completely satisfied with your purchase. Our policy is fully compliant with UK consumer law, specifically the Consumer Contracts Regulations (CCR) 2013 and the Consumer Rights Act (CRA) 2015.
1. Your Right to Cancel (Change of Mind)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return products (the cooling-off period) as follows:
* Time to Notify Us: You have 14 days from the day you receive the last item in your order to inform us of your decision to return it.
* Time to Return: Once you have notified us, you have a further 14 days to send the goods back to us.
* Product Condition: Products must be returned unused, in their original packaging, and in a resaleable condition.
Crucial Exception for Food Supplements (Health & Hygiene)
UK law (CCR, Regulation 28(3)(a)) states that the right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
This means that for health and food safety reasons, we cannot accept returns for food supplements where the seal or protective packaging has been broken or opened.
2. Faulty or Misdescribed Products
If products are faulty, damaged, or not as described (as per the Consumer Rights Act 2015):
* 30-Day Right to Reject: You have the right to claim a full refund if the fault is discovered within 30 days of delivery.
* Repair or Replacement (After 30 Days): After 30 days, you are entitled to request a repair or replacement. If this is unsuccessful, you can still claim a refund or a price reduction.
* Return Costs: In the case of faulty products, we will cover all return shipping costs.
3. How to Request a Return (Self-Service Portal)
We use Shopify's built-in self-service returns system to make the process as fast and easy as possible.
Access the Portal: Go to our Customer Account page (usually found by clicking the profile icon \small{\text{👤}} in the top menu or the link in the footer), or click the link below:
https://shopify.com/86187934038/account
Log In: Enter the email address used for your order. You will receive a 6-digit verification code to log in securely (no password required).
Find Your Order: Once logged in, go to the "Orders" section.
Request Return: Click the "Request Return" button next to the order you wish to send back.
Submit Details: Select the item(s) you wish to return and choose the reason from the drop-down menu.
Review and Approval: Once submitted, your request enters our system. We will review it manually based on the criteria outlined in sections 1 and 2 (checking for unsealed supplements or fault claims).
Final Instructions: You will receive an email within [1-2] business days notifying you whether the return has been Approved or Declined. If approved, this email will contain the final shipping instructions and, where applicable (faulty items), a pre-paid return label.
4. Refunds
We are legally obliged to issue your refund without undue delay, and in any event, not later than 14 days after the day we receive the goods back or you supply evidence of having sent the goods back (e.g., proof of postage).
Cost Breakdown:
* Refund for Fault/Error: We will refund the full product price PLUS the original shipping cost.
* Refund for Change of Mind: We will refund the full product price PLUS the cost of the least expensive standard delivery option we offered. If you chose a more expensive Express option, we only refund the equivalent of the standard rate.
Return Shipping Costs (Change of Mind):
The customer is responsible for the direct cost of return shipping if the return is due to a change of mind.
5. Return Address and Contact
Return Address (Only send items after your request has been approved):
B20 1BS
37 St Annes Close
Birmingham
Contact for Returns Enquiries:
recwell.info@gmail.com