Shipping and Returns Policy
Regarding goods ordered by first class post within the UK. Please note that Royal Mail 1st class is not a guaranteed next day service. We have had goods show up as long as 4 weeks after we sent them in good faith by 1st class mail, and our record so far is 7 weeks! This is unusual, but it can and does happen. So if your order is urgent please select Next Working Day Delivery as we will not re-send missing items sent by 1st class mail for a minimum of two weeks from the date that we sent them.
If your order seems to be delayed, we would appreciate you contacting your local sorting office to see if it is waiting there for you before you contact us. The postman is supposed to put a note through your door to say they are holding goods for you, but the fact is that they frequently fail to do so, so it is always worth checking. We recommend doing this, as no matter how sure you are that "the postman always puts a note through my door" our experience is that the time you contact us, is often the one time when they didn't put a note through your door, the result of which is that it ends up back at our warehouse.
For ordinary UK mail we will replace missing packages after a minimum of two weeks from the date it was sent. All we then ask is that you have the integrity to let us know if it shows up later. You can then either arrange payment or arrange to send the goods back to us (we will refund your shipping costs).
* Please note if there have been any postal strikes or bank holidays during the delay period, we reserve the right to ask customers to wait a little longer for their goods to arrive.
Any claims for non delivered items must be made within 4 weeks of dispatch for us to consider a replacement or refund (UK) and 8 weeks (non UK).
It is the customers responsibility to type in the correct address when they place an order. If a customer gives us the wrong address for their shipment, such as a place that does not exist, the wrong country, the wrong post code etc (yes, all of these things happen), we will not refund the goods if they get lost.
Most non UK customers receive the goods within 1-2 weeks. If you have not received your goods after 3 weeks, please contact us, and we will investigate.
ALL GOODS SENT OUTSIDE OF THE UK ARE SENT BY SIGNED FOR SERVICE.
This means that someone has to be available to sign for the goods, though sometimes they leave the goods with a neighbor who signs for it. If nobody is in, they should leave a note, but the fact is that they sometimes fail to do so, so it is always worth checking with your delivery office. If this happens we respectfully ask you to arrange re-delivery as these goods are not lost. Because we send all International goods by signed for service, we have never had goods go missing, but we have had goods returned to us many times with a note saying "not collected" on it.
SHIPPING GOODS OUT OF THE EU
• If you are purchasing goods outside of the EU, please note that some countries have very stringent laws and will not allow food supplements, vitamins etc into their countries. If goods are returned, we will gladly refund the cost of the products, but not our shipping cost. In practice this almost never occurs, but we are not liable for goods sent outside of the EU, so we need to mention it nonetheless.
• We are not liable for any items that are seized, lost or confiscated by any foreign government outside of the UK. This occurs incredibly rarely, but we need to mention it nonetheless.
• We are not liable for any tariffs, import duties or international taxes imposed outside the European Union.
HOW TO SEND GOODS BACK:
It's up to you to decide whether to send returned goods by a trackable service. But if you do not send the goods recorded / trackable, we will not be held liable or issue refunds for goods which we have not received.
EXCHANGE AND RETURNS POLICY:
Returns Address : -
The Finchley Clinic (returned items)
C/O Circle Logistics Services Ltd.
Units 5, 6 & 7
Headley Park 8
Headley Road East
Please help us identify you. Unfortunately we are not psychic and are unable to guess who the goods came from, even though customers seem to credit us with this skill from time to time. You must include a note with your name and post code written clearly with the package, or the original invoice. Also, we are unable to read squiggles, so please write legibly.
Within 7 days: In the UK you have the legal right to send unused goods back for a refund (less our shipping costs) under the distance selling regulations.
After 7 days: All other returns are accepted within a reasonable period and subject to a £5 re-stocking charge or 10% of the order value (whichever is the greater sum). This is not intended for profit but to cover our shipping & processing costs, and the payment of our distributors who are an external company who charge us for each shipment and re-stock.
Items sent within the EU: All returns are accepted within a reasonable period and subject to a £10 re-stocking fee or 15% of the order value (whichever is the greater sum). This is not intended for profit but to cover our shipping & processing costs, and the payment of our distributors who are an external company who charge us for each shipment and re-stock.
Items sent outside of the EU: We do not offer refunds for goods sent outside of the EU as it causes too many complications at our end. So please do not send goods back to us if you are outside the EU, as we will not refund them.
Occasionally we have had customers spending a large amount of time consulting with us for our advice, ignoring this advice and returning the goods. Depending on how much time we have spent with the customer, we reserve the right to take into account a consultation charge in the issuing of any refund.