Return Policy

What is this policy

This policy (the Returns Policy) gives you information about how and when you can return products to Biobalance Healthcare Limited which you bought via our website (www.biobalancehc.com). By ordering products via our website, you agree to this Returns Policy.

Who we are

We are Biobalance Healthcare Limited, a limited company registered in England and Wales (company number 15217420) with registered office address at 21 Stafford Road, Croydon, Surrey, England, CR0 4NG. At Biobalance Healthcare, we are committed to ensuring your satisfaction with every purchase. Our Returns Policy is designed to provide you with a seamless and professional experience, reflecting the high standards we uphold in every aspect of our service. Should you need to return a product, we’re here to assist you every step of the way.

Your legal right to change your mind

For most of our products bought online, by mail order, or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind

You can't change your mind about an orderfor:

  • Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • Goods that are made to your specifications or are clearly personalised; angoods which become mixed inseparably with other items after their delivery
  • Goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind

If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery. When you receive your item, you must check it as soon as possible following receipt and always before use. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that you handle the item with care upon receiving it, particularly when trying or inspecting it. Ensure that all security seals or tags remain intact.

How to let us know of your change of mind

To let us know you want to change your mind, contact us through your account via our online message centre or contact us using the below details:

  • Email address: support@biobalance.co.uk
  • Postal address: 21, Stafford Road, Croydon, Surrey, England, CR0 4NG, United Kingdom
  • Telephone number: 08008 80 70 34

You have to return the product at your own cost

You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

We only refund standard delivery costs

We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have damaged a product

If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, or the packaging is damaged. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you.

If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund.
  • Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
  • Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Wrong item received

We apologise if you have received the wrong item by mistake. This is not common, and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

Damaged or faulty items

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns Policy for faulty items upholds your statutory rights.

Item not received

We apologise if you have not received your item. This is not common, and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item has been dispatched.

To return your item

Please follow the simple steps set out below for any returns. Contact us through your account via our online message centre or call us on 08008 80 70 34. You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to Please package the item securely and include inside the package your order number, name and address. Please obtain a proof of postage from the Post Office when you send your item to us. Obtaining proof of postage is free of charge, and we strongly recommend keeping it. Without proof of postage, we may be unable to process your refund or replacement in the unlikely event that your item is lost in transit. If you request a replacement and the product is no longer available, we will issue a refund to the original payment method used for the purchase. Please note that any item you accept and then return remains your responsibility until it reaches our warehouse. Therefore, we recommend using a delivery service that provides insurance for the value of the products being returned.

What we'll do next

All returned products are carefully inspected by our Returns Department. If you are eligible for a refund, we will process it for the price of the returned item. Returns are typically processed within 14 working days of receiving the cancelled order and no later than 30 days. Refunds will be issued to the original payment method used at the time of purchase.

Return of replacement products

If a faulty item you ordered has been replaced, you have the right to cancel your order for the replacement product within 7 working days, starting from the day after you receive the replacement item, and request a full refund.

Cost of returning items

Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items found to be in good condition. Costs of posting the item back to you will depend on the item and will be communicated to you after the inspection process has been completed.

Complaints

If you are dissatisfied with how we have handled the return, replacement, or repair of an item, we sincerely apologise and are committed to resolving the issue. Please do not hesitate to reach out to our customer service team at support@biobalancehc.com for assistance.