In any event, you must first contact us via email at: firstname.lastname@example.org we will then instruct you on what to do. You will need your order number and reason for return/refund.
Time frames for refunds and returns are as follows:
- Damages in transit must be reported within 24 hours of delivery
- Incorrect items reported within 21 days
- Express courier has not arrived within 2 working days email us immediately.
- Cancel orders within 7 days of order. Follow the returns procedure.
- 6 month warranty.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift vouchers
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase (order number).
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org we will then instruct you on what to do next.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Menevia Spa Ltd, 42 Goat St, St Davids, Pembrokeshire, SA62 6RQ
Your return MUST INCLUDE THE RETURN INFORMATION WE GIVE YOU WHEN REQUESTING A RETURN. Returns without this information can not be processed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Item(s) Damaged on Arrival
In the unlikely event of you receiving a damaged product, you should notify us in writing (either by e-mail email@example.com or by using the Contact Us page on the website) within 48 hours of receipt of the goods. For items to the value of £15 sale price before VAT, we request photographic evidence of any visible damage instead of a return.
For items over £15 sale price before VAT, please contact us via email at firstname.lastname@example.org describing the type and extent of the damage and we will advise you how to proceed.
For heavy, courier delivered items of the value of over £15 sale price before VAT with visible damage that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier)
In the event the damaged goods are to be returned to us by the recipient, please see our Returns Procedure(see condition 8 below). Once we have received the goods at our Despatch Depot, we will examine the goods for the damage. If the damage is verified, we will replace the item within 3 working days at no additional cost to you and you will be reimbursed for any reasonable carriage charge incurred by the return.
If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Wrong Item(s) Delivered
If, by mistake we supply you with an incorrect item, you must notify us within 30 days. If you wish to return the item for replacement it must be in lines with our Returns Procedure). Depending on the value of the item, you the customer is free to keep the item if you are happy with it, and any refund for a difference in value will be issued, conversely if the item is of higher value than the original item paid for a PayPal request will be sent for the difference.
If the projected reasonable carriage costs for an item to be returned exceeds the value of the item (it’s original sale price as listed on the website), we will ask for photographic evidence that the item is incorrect, you are then free to dispose of the incorrect item in the manner most convenient to yourselves.
The goods should be returned to us in line with our Returns Procedure. Once we have received the incorrect items at our Despatch Depot or received proof of postage, the correct items will be shipped within 2 working days and you will be reimbursed for any reasonable carriage charge incurred by the return.
In the event of an item of over 2kg in weight we can arrange a courier collection at the same time as the correct item is delivered (this service is only available if there will be somebody present at the delivery address to accept the delivery and pass back the incorrect goods).
For courier deliveries:
Please ensure you provide a delivery address, where someone will be available to receive the delivery between 7.30am and 5.30pm, Monday to Friday. If the couriers are unable to complete a delivery due to nobody being present, a calling card will be left asking you to contact them directly to arrange a re-delivery. If you do not contact the couriers within 2 days of receiving this card, the goods will be returned to us and a re-delivery charge may be applicable to your order.
In the case of express deliveries, if the goods are not received in 1-2 working days please contact us immediately as after 4 working days of despatch, the courier may return the goods to our depot. In the event of re-despatching the goods or in the event of redirection further charges may apply. In the event of charges applying, they will be the same as those charged for the initial despatch.
All products supplied by us have a 6 month manufacturer’s warranty period from the date the goods were delivered (unless otherwise stated and excluding consumables). This warranty does not affect your statutory rights as a consumer.
Please note, the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with its intended use. Consumable items, (e.g batteries) are not covered for replacement during ‘normal’ use.