Returns and Refunds Policy

At The Healios, we strive to ensure that you are completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

1. Return Eligibility

• To be eligible for a return, please ensure the following conditions are met:
• The item must be unused and in the same condition in which you received it.
• The product must be in its original packaging.
• A valid proof of purchase (receipt or order confirmation) must be provided.
• Returns must be requested within 14 days of receiving your order (UK law mandates a 14-day cooling-off period for online purchases).
• Certain types of goods are exempt from being returned, including perishable goods (e.g., supplements, food items) and personal care products for hygiene reasons, unless faulty.

2. Non-Returnable Items

The following items cannot be returned, unless faulty or misdescribed:

• Opened or used health and wellness products.
• Gift vouchers.
• Sale or clearance items.
• Items marked as final sale.

3. How to Initiate a Return

To start the return process, please follow these steps:

• Contact our support team at [email protected] to request a return authorisation.
• Pack the item securely, including the original receipt.
• Return the package to the address provided by our support team.

Please do not return any items without prior authorisation.

4. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed as follows:

• Refunds will be credited to your original payment method within 7 to 10 working days.
• Delivery charges are non-refundable, except where the product is faulty or misdescribed.
• If your refund is delayed, please check with your bank before contacting us.

5. Exchanges

If you need to exchange a product for the same item, please email us at [email protected] with details and photos of the issue.

6. Return Shipping Costs

• Customers are responsible for return shipping costs, unless the item is faulty or misdescribed.
• We recommend using a trackable shipping service to ensure your return is received.

7. Late or Missing Refunds

If you have not received a refund within the stated time frame:

1. Check your bank account again.
2. Contact your credit card company; it may take some time before your refund is officially processed.
3. If you have done all of this and still have not received your refund, contact us at [email protected].

Restocking Fee Policy

For returns due to a change of mind, a restocking fee of 15% will be applied to cover administrative and handling costs.

• This fee does not apply to faulty, damaged, or incorrectly delivered items.
• The restocking fee will be deducted from the total refund amount.
• Customers will be informed of any applicable restocking fee before completing their return request.

For further questions regarding restocking fees, please contact [email protected].

8. Contact Us

If you have any questions or concerns about our Returns and Refunds Policy, please contact us at:

Email: [email protected]