Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 07/03/2018.

Our Returns Policy is really simple.

When you receive your items, you must check them as soon as possible following receipt and always before use.

Please ensure that a returns authorisation number is obtained before attempting to return any items to us.

Your right to change your mind

If you change your mind after ordering items, you have 8 days to cancel your order and receive a refund, which starts on the day you received the order.

All items must be returned unused, in the original packaging they were in when received by you and in the same condition they were in when received by you.

Please see the section headed 'What to do to return your items to us' below for further details on how to return items.

Wrong item received

Please accept our apologies 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.

In the event that you have received an incorrect item, all items must be returned within 28 days of receipt. The items must be unused, in the original packaging as they were in when received by you and in the same condition they were in when received by you. A replacement item will then be issued.

Please see the section headed 'What to do to return your items to us' below for further details on how to return items.

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 an item is faulty, please contact us within 28 days of receiving the item. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault (and in any event within 28 days of receipt) 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 had been despatched.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

What to do to return your item to us

  • Contact us through email at help@bactiv.co.uk
  • You must inform our customer service team of your order number, the item(s) 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.
  • Please package the item securely and include inside the package your order number, name and address
  • If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

What we'll do next

All products returned to us are checked by our Returns Department.

If you have changed your mind or an item(s) was faulty and you are then entitled to a refund then we will refund the total price of your item.

Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.

We will refund the original credit/debit card/PayPal account used to purchase the item.

Complaints

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives at help@bactiv.co.uk