Refund policy

Returns and Refund Policy

At Healthier Options, we want you to be happy with your order. This policy explains your legal rights when you buy from us online, and the additional goodwill returns we offer on top of them. Nothing in this policy affects your statutory rights.

1. Your right to cancel (14 day cooling off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer in the UK you have the right to cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or someone you nominate, receives the goods. Where an order is delivered in separate parts, the period runs from the day you receive the last item.

To cancel, simply tell us clearly before the 14 days are up. Email hello@healthieroptions.uk with your name, order number and a statement that you wish to cancel. You may use the model cancellation form, but you do not have to. After telling us, you have a further 14 days to send the goods back to us.

2. Refunds after cancellation

If you cancel within the cooling off period we will refund all payments received from you, including the standard outbound delivery charge. If you chose a more expensive delivery option than our standard service, we refund the standard rate only.

We will make the refund within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them, whichever is earlier. If no goods were sent, we refund within 14 days of being told you wish to cancel. Refunds are made to your original payment method, and you will not pay any fee for the refund.

We may reduce your refund to reflect any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.

3. Our additional 30 day goodwill returns

On top of your statutory rights, we offer a 30 day returns window from the day you receive your order. To be eligible, items must be unopened, unused, and in the same condition and original sealed packaging you received them in, with proof of purchase. This goodwill window sits alongside your legal rights and does not replace them.

4. Sealed goods and hygiene

Our products are food supplements. For health protection and hygiene reasons, sealed goods that have been unsealed after delivery cannot be returned once opened, as permitted under the Consumer Contracts Regulations 2013. This does not apply where an item is faulty, damaged, incorrect or not as described. In those cases your rights are set out in section 5.

5. Faulty, damaged, incorrect or misdescribed items

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose, and as described.

If an item is faulty, damaged, incorrect or not as described, you have the right to reject it and receive a full refund within 30 days of receiving it. After 30 days, you are entitled to a repair or replacement, and if that is not possible or does not resolve the issue, to a price reduction or a refund.

Please contact us at hello@healthieroptions.uk as soon as you notice a problem. Photographs of the product and packaging help us put things right quickly, but sending them is not a condition of your rights. Where an item is faulty, damaged, incorrect or not as described, we pay the cost of returning it.

6. Return postage

For cancellations and goodwill returns where there is nothing wrong with the item, you are responsible for the cost of returning it to us. We recommend using a tracked service and keeping proof of postage, as we cannot be responsible for returns lost in transit. Where the item is faulty, damaged, incorrect or not as described, we cover return postage.

7. How to start a return

Email hello@healthieroptions.uk with your full name, order number, what you would like to do, and photographs where relevant. We will confirm the next steps and give you the return address, so that your return reaches us safely and is processed without delay.

8. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For free independent advice you can contact Citizens Advice.

9. Contact

Healthier Options is a trading name of HON Goods Ltd, company number 14372179, registered office 124 City Road, London, EC1V 2NX. Email hello@healthieroptions.uk and our UK team will reply within 1 working day, Monday to Friday.