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DELAYED ORDERS
If your order seems to be delayed, please contact your local sorting office to see if it is waiting there for you before you contact us. (This situation occurs over and over again). If it is there, you can arrange for a re-delivery or pick it up in person. 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 do not mean to sound unhelpful, but based on experience, we will not re-send any delayed order until the customer confirms that this has been done, no matter how sure you are that "the postman always puts a note through my door".
For ordinary UK mail, if your order genuinely gets lost in the post, we will replace the order after a minimum of 2 weeks from the date it was sent, and after you have confirmed that you made enquiries with your sorting office.
All we then ask is that : -
i) 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).
ii) That if the Royal Mail write to you in respect of any claim that we make, that you reply confirming that our claim is genuine and NOT simply ignore their letter, as some customers have done in the past.
Please note if there have been any postal strikes during the delay period, we reserve the right to ask customers to wait a little longer for their goods to arrive.
ORDERS BY 1ST CLASS MAIL
Regarding goods ordered by first class post within the UK. Please note that Royal Mail 1st class is not a guaranteed next day service. The Royal Mail claim that over 90% of 1st class mail gets delivered the next day. Possibly true, but 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 very unusual, but it can and does happen. So if your order is urgent please select Special Delivery / Courier service as we will not re-send missing items sent by 1st class mail for a minimum of 2 weeks after the date that we sent them.
WRONG ADDRESS
It is your responsbility to type in the correct address when you place your order. If a customer gives us the wrong address for their shipment (e.g. a place that doesn't exist, the wrong country, the wrong post code etc) we will not refund the goods if they get lost. Amazingly, we have occasionally had customers place an order, give us the wrong address, incomplete address etc, and then furiously blame us even when we pointed out that it was due to an error on their part.
SPEED OF SHIPMENT
We usually send orders out within 24-48 hours of the order being placed (unless we are out of stock of something, which is unusual). Special delivery / courier orders always take priority over 1st class Royal Mail orders, but we are pretty fast with everything.
INTERNATIONAL SHIPMENTS
Most non UK customer receive the goods within 1-2 weeks. However 2-4 weeks is not unusual. If you have not received your goods after 4 weeks, please contact us, and we will investigate (please also read the comments below).
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.
GOODS SENT OUTSIDE 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 into their countries without product licences. We have occasionally had goods sent back as a result. In this situation we will gladly refund the cost of the products, but not our shipping cost. So please be aware of this. Most countries have been OK in our experience. In fact we have only ever had problems twice. Once was with goods sent to Thailand by courier (though strangely, we have not had problems with Air Mail goods sent to Thailand) and once with goods sent to South Africa. We will add any other countries we have problems with to this list.
SENDING GOODS BACK TO US : -
If you need to send anything back to us, please do NOT send them to the address on the web site, which is a residential address, and not our warehouse address.
Please send to:-
The Finchley Clinic
C/O INTERMAIL plc
Horizon West,
Canal View Road,
Newbury,
Berks
RG14 5XF
Please note, 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 written clearly with the package, and if possible, the original invoice number. Also, we are unable to read squiggles, so writing your name as it implies, does mean writing it legibly enough that we can read it.
HOW TO SEND GOODS BACK:
It's up to you to decide whether or not to send by some sort of recorded service. Usually ordinary mail is fine, but we need you to know that if you do not send the goods recorded or by special delivery, we will not be held responsible, or issue refunds for goods that get lost, or allegedly get lost, which we have not received.
EXCHANGE AND RETURNS POLICY:
If you want to exchange goods or return goods for a refund:
The products we provide from Global Health Trax carry a 60 day money back guarantee for any first order. The full terms on how this works are found by clicking on the links for the 60 day guarantee on the web site, but we do NOT return our shipping and processing costs (see below).
EXCHANGE AND RETURNS POLICY FOR EVERYTHING ELSE.
In the UK you have the legal right to send unopened goods back for a refund (less our shipping and processing costs) within 7 days under the distance selling regulations.
PLEASE NOTE ALL EXCHANGES & RETURNS ARE SUBJECT TO A MINIMUM £2.50 PROCESSING CHARGE + WHATEVER OUR SHIPPING COST WAS, REGARDLESS OF THE REASON FOR RETURN (UNLESS DUE TO AN ERROR ON OUR PART).
After 7 days: We don’t have a precise policy about this as each situation is reviewed on a common sense basis. Basically our intention is to be as fair as possible. Where an exchange or refund request is being made for UNOPENED GOODS within a reasonable period after the goods were purchased, you will find us to be fair and co-operative, subject to the comments above.
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.
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