Returns & Refunds Policy
This policy explains how returns, cancellations and refunds are handled for orders placed through Alluvi Healthcare UK. Nothing in this policy limits rights that customers may have under applicable UK consumer law.
Online order cancellation
Where statutory cancellation rights apply to an online order, customers should notify us within 14 days of receiving the goods that they wish to cancel. After notifying us, the goods should normally be returned within the applicable legal return period.
Faulty, damaged or incorrect goods
If an item arrives faulty, damaged, not as described or different from what was ordered, contact us promptly through our Contact page. Please include the order reference and enough information for us to review the issue. Your statutory rights are not affected.
Condition of returned goods
Where a change-of-mind return is legally available, customers may inspect goods in a similar way to how they would in a physical shop. A refund may be reduced where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.
Items with different return rules
Certain categories of goods may have different cancellation or return rules under UK law, including personalised goods, goods that deteriorate rapidly and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Any applicable restriction will be considered in accordance with current consumer law and will not remove statutory rights relating to faulty or misdescribed goods.
How to request a return
Before sending an item back, contact Alluvi Healthcare UK through the Contact page. We will provide the appropriate return instructions for the order. Do not send goods to an address that has not been confirmed for the return.
Refund processing
Approved refunds are returned using the original payment method where practical. For statutory cancellations, refunds are processed within the timescales required by applicable UK law after the returned goods, or acceptable evidence of return where relevant, have been received.
Delivery charges
Where UK law requires the original standard delivery charge to be refunded following a valid cancellation, that amount will be included. Additional costs for premium or expedited delivery may not be refundable beyond the standard delivery amount where the law permits.
Research-use products
Product classification as research-use-only does not remove any statutory consumer rights that apply to an order. Customers should review the relevant product page, terms and product information before ordering.
Contact
For a return, cancellation or refund question, use the Alluvi Healthcare UK Contact page and provide your order reference.