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Delivery and Returns Policy

Last updated 5th November 2018

Delivery Policy

  1. Dispatch Times
  2. Deliveries within the UK
  3. Deliveries outside the UK
  4. Delivery of Goods
  5. Lost Goods
  6. Liability

Returns Policy

  1. Returns
  2. Liability

Delivery Policy

1. Dispatch Times

1.1 Orders are packed and dispatched from Monday to Friday (excluding bank holidays).

Orders placed before 12pm (midday) GMT will aim to be dispatched same day.

Failing this, orders will normally be shipped within 24 hours and no later than 7 days after the order has been placed.

2. Deliveries within United Kingdom

2.1 Orders below £30.00 will be subject to postage and packing charges. We have 3 shipping options available:

  • Standard Delivery: 2-Working Days from Dispatch via Royal Mail (£1.95)
  • Next-Day Delivery: 1-Working Day from Dispatch via Royal Mai (£2.95)
  • Next-Day Tracked Delivery: 1 -Working Day from Dispatch via DPD (£4.95)

Packages under 2kg will be charged at £1.95, unless you choose to upgrade your delivery method. Packages over 2kg will be charged at £4.95 and receive next-day tracked delivery.

During periods of increased Royal Mail activity (for example during the Christmas period) some delays in delivery service may be experienced.

2.2 Orders qualifying for free shipping: 

  • Orders of £30.00 and above will receive FREE Standard Delivery.
  • Orders of £75.00 and above will receive FREE Next-Day Tracked Delivery.. 

Mainland UK only.

2.3 Postage to the channel islands is charged at the following rates:

  • Packages under 2kg will be charged at £1.95.
  • Packages over 2kg-15kg will be charged at £14.95.
  • Packages over 15kg-20kg will be charged at £19.95.
  • Packages over 20kg will be charged at £24.95.

3. Deliveries outside of the UK

European Union (EU) Pricing

  • Tracked and Signed

International tracked and signed shipping service from Royal Mail, usually delivered within 3 - 5 working days.

All orders placed before 12 (noon) GMT will be dispatched the same day (Monday – Friday) from the UK. You will receive a tracking number in your dispatch email so that you can check on the status of your BetterYou parcel.

  • Priority Tracked and Signed

Fully tracked and signed shipping service from DHL, usually delivered between 2 – 5 working days.

All orders placed before 12 (noon) GMT will be dispatched the same day (Monday – Friday) from the UK. You will receive a tracking number in your dispatch email so that you can check on the status of your BetterYou parcel.

Pricing Tiers

Weight

Tracked and Signed

Priority Tracked and Signed

Under 250g

£7.95

£14.95

250g – 500g

£8.95

501g – 750g

£9.95

751g – 1kg

£10.95

1.001kg – 1.25kg

£11.95

1.251kg – 1.5kg

£12.95

1.501kg – 2kg

£13.95

2kg – 15kg

N/A

15.01kg – 20kg

£19.95

Rest of the World Pricing

Deliveries outside the EU may be subject to import taxes and tariffs that are not included in the delivery charge on our website. As the buyer, this is something you have sole responsibility for.

  • Tracked and Signed

International tracked and signed shipping service from Royal Mail, usually delivered within 5 - 7 working days.

All orders placed before 12 (noon) GMT will be dispatched the same day (Monday – Friday) from the UK. You will receive a tracking number in your dispatch email so that you can check on the status of your BetterYou parcel.

  • Priority Tracked and Signed

Fully tracked and signed shipping service from DHL, usually delivered between 3 – 5 working days.

All orders placed before 12 (noon) GMT will be dispatched the same day (Monday – Friday) from the UK. You will receive a tracking number in your dispatch email so that you can check on the status of your BetterYou parcel.

Weight

Tracked and Signed

Priority Tracked and Signed

Under 250g

£8.95

£24.95

250g – 500g

£9.95

501g – 750g

£11.95

751g – 1kg

£12.95

1.001kg – 1.25kg

£14.95

£39.95

1.251kg – 1.5kg

£15.95

1.501kg – 2kg

£18.95

2.001kg – 5kg

N/A

5.001kg – 10kg

£49.95

10.001kg – 20kg

£59.95

20.001kg – 25kg

£79.95

25.001kg – 30kg

£99.95

Due to reasons outside of our control we can no longer deliver to Chile, Thailand or Russia. If we can re-instate this at any point, we will. We apologise for any inconvenience caused.

At present, we can only ship orders up to 2kg in weight to Isreal. Our priority shipping method is also not available for this destination.

Deliveries outside of the European Union may be subject to import taxes and tariffs that are not included in the delivery charge on our website. As the buyer this is something you have sole responsibility for.

4. Delivery of Goods

4.1 We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate. 

4.2 If your order fails to reach you at your address and is returned to us via our shipping partner, we will notify you within 24 hours to arrange redelivery (UK only). If we do not hear from you within 5 working days of this notification, we will process a refund for you.

4.2.1 If you change your mind or the second delivery attempt fails, we will cancel your order and process a refund. If an upgraded delivery option has been chosen, we hold the right refund only the basic cost of shipping.

4.2.2 For orders outside the UK, if our shipping partner is unable to deliver, or delivery is refused, we will not be liable to arrange redelivery. We will then process a refund minus the cost of delivery. 

4.3 Delivery will be made as soon as possible after your order is received and this will usually be within 48 hours, but in any event within 7 days of your order.

4.4 You will become the owner of the goods you have ordered when they have been dispatched to you.

5. Lost goods

For orders within the UK: If you have not received your order within 7 days of receiving your email order receipt please notify us, quoting the order number on your receipt. For orders overseas we ask you to wait 14 days from receipt of order confirmation to allow for international mail transfer delays. Your notification must be either in writing to customerservices@betteryou.com or by calling +44 (0)1226 814 030. We will replace any order that has not been received within this timeframe free of charge.

6. Liability

If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall endeavour to make good the delivery in the form of replacement products as soon as possible. However we have no liability to you unless you notify us by e-mail of the problem within 7 working days of the received delivery of the goods in question.

Returns policy

1. Returns

You are entitled to return your order to us for a no questions asked refund (excluding postage) under the following conditions:

1.1 That you purchased the goods directly from BetterYou Ltd. We cannot issue refunds for BetterYou products not purchased through BetterYou directly.

1.2 The goods are unopened and in a saleable condition.

1.3 The goods are returned within 30 days from the date your order was placed. Notification of a return must be communicated in writing to customerservices@betteryou.com or by telephoning +44(0)1226 814 030.If you fail to notify us of your intent to return an item within 30 days, BetterYou are under no liability to process a refund.

1.4 If the goods are defective in any way. In this case a replacement will be offered, or a full refund will be given if within 30 days of purchase

All goods must be returned to the address below before a refund can be processed.

Returns, Unit 24 Shortwood Court, Shortwood Business Park, Barnsley S74 9LH

Please include your name, along with the original order number if possible, this will allow us to process your refund quickly

Please note, BetterYou are not liable for the cost of returning an order if you decide for any reason you no longer want the goods, and the original cost of postage will not be refunded.

2. Liability

2.1 If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall endeavour to make good the delivery as soon as possible. However we have no liability to you unless you notify us by e-mail of the problem within 7 working days of the receipt of the goods in question.

2.2 If you do not receive goods ordered by you within 30 days of the date on which you ordered them, we shall have no liability to you unless you notify us by e-mail at our contact address of the problem within 7 days of the date on which you ordered the goods.