Returns Policy

We hope that you will be delighted with your purchase, but we understand that sometimes there may be a reason that you would like to return an item to us. We aim to make this process as simple as possible.

14 Days Returns Policy For Peace Of Mind

Our returns policy is valid for 14 days from the receipt of an item. You therefore have 14 days from the day you receive your item from Appia Healthcare Limited to inform our Customer Services Team that you wish to return the item if it is unsuitable.

Before returning any item please contact us by email at [email protected]. We will then give you details of how and where to return your item.

Products - Exchanges and Refunds

We want you to be happy every time you shop with us; however, there may be exceptional circumstances when you wish to return your product for an exchange or a refund.

You may return any item which is unused and in a resaleable condition within 14 days of receiving it, for a full refund. We will refund you once we have received and processed the item. All postage costs incurred by you in returning the unwanted item(s) must be paid by you and are not refundable.

We will only refund delivery costs if the return is a result of our error or is due to a faulty product.

We cannot refund or exchange items which have been used or are not in a resaleable condition unless they are faulty or the item was sent to you through our error.

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.

Faulty or Damaged Products

We always package our items to ensure they reach you safely. However, if an item that you receive is faulty or damaged, please let us know within 14 days of receiving the item. We will be able to replace the item free of charge or provide you with a full refund. We will refund your payment once we have received and processed your returned item.

Please note that if an item develops a fault through misuse or user damage, and which is not the result of a manufacturing fault or shortfall, we will be unable to exchange or refund your purchase.

Duplicate Or Incorrect Item

Our dispatch and packing team always do their best to ensure your product reaches you as quickly as possible. In the unlikely event that you receive a duplicate or incorrect item as a result of our error, please let us know immediately and we can make arrangements for returning the item and sending the correct item if required.

How Do I Actually Return My Item(s)?

If your reason for return falls into one of the above categories you will need to contact our Customer Services Team at [email protected] or telephone +44 (0)1483 516432.

Please pack your item(s) securely and include a note within the package with your name, contact details, order number (e.g 1478676845) and the reason for returning the goods. Usually the packaging that you received the item in can be reused; however sometimes this may not be suitable. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.

Post the item to the address provided by our Customer Services Team. The returns address may differ from our business address so please ensure you contact us for the returns address prior to returning the item.

A Handy Returns Checklist

Here’s a handy returns checklist to help make sure you have everything you need before returning your item:

• Contact us to get the address to which to return your item
• Include a brief note with your item with the following details:
  • Name
  • Contact details
  • Order number (e.g 1478676845)
  • The reason for returning the goods
• Package your item securely to avoid damage
• Send the package back with adequate packaging to the address provided by our Customer Services Team
• Retain your proof of posting
• Wait for your refund or exchange.

Cancellations rights

As a consumer, you have a legal right to cancel a Contract with us under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your right to cancel a Contract begins on the date you place your order and ends 14 calendar days from the day after you receive the product you have ordered.

If you would like to cancel your purchase, please contact our Customer Services Team to notify them of your wish to cancel within the 14 days time period.

You can notify us of your cancellation request by using the following methods:

• Call us on +44 (0)1483 516432
• Email us at [email protected]

We will then process your refund when it arrives back to us.

Where you are returning an item that you have purchased, you will receive a full refund of the price paid for the product itself but you will not receive a refund on the original delivery charges or on the cost of returning the product to us.

Where you have purchased multiple items and we have charged you a delivery cost, such as First Class post or overseas delivery, and you are returning a part of your order only, we will not refund the cost of delivery that you paid when purchasing the item.

Do You Test Faulty Items?

Yes, we test every single return. If a returned item is found not to be faulty by our Customer Services Team we will return the item to you and you will be liable for the postage. Postage costs will vary depending on the size and weight of the item.

If you are unsure if an item is faulty, please call us Our Customer Services team on +44 (0)1483 516 432 as we may be able to help you to fix the problem.

Business To Business Transactions (Non-Consumers)

Please note that our returns policy applies to items purchased by consumers and/or the general public. Transactions where the purchaser is a business, corporate body or non-consumer may incur a restocking fee if a return is authorised.