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Delivery and Returns Policy

Last updated 22nd February 2024

Delivery Policy

1. Dispatch Times

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

Orders placed before 12pm Monday - Friday will be dispatched the same day.*

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

2. Deliveries within United Kingdom

2.3 Postage to the channel islands and Isle of Man is charged at the following rates:

Packages under 15kg will be charged at £6.99.
Packages between 15kg-30kg will be charged at £10.99.
We cannot ship order over 30kg, therefore these will be split into the requiremtn number of shipments.

2.1 Orders below £35.00 will be subject to postage and packing charges. We have 3 shipping options available:

Standard Tracked Delivery: 3-5 working days (£3.49)
Premium Tracked Delivery: 1-3 working days* (£4.99)
Next-Day Tracked Delivery: 1-Working Day* from dispatch via tracked-courier (£6.99)

We use Whistl as our delivery partner, with Amazon Shipping being the predominant delivery method for the UK mainland. How it works. If you still have a question, our customer serivce team will be happy to help.

*For the Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands this will be a 2-7 working day service.

2.2 Orders qualifying for free delivery:

Orders of £35.00 and above will receive FREE Standard Tracked Delivery.
Orders of £75.00 and above will receive FREE Next-Day Tracked Delivery.

2.3 Postage to the Isle of Man is charged at the following rates:

Packages under 15kg will be charged at £6.99.
Packages between 15kg-30kg will be charged at £10.99.
We cannot ship order over 30kg, therefore these will be split into the required number of shipments.

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

Packages up to 30kg will be charged at £10.99.
We cannot ship order over 30kg, therefore these will be split into the required number of shipments.

3. Deliveries within EU

European Union (EU) Pricing

As the importer, you will be liable to pay any import or customs charges that are applied to your order. These charges are set by local custom authorities and our outside of our control.

Royal Mail International;

Tracked and Signed
Tracked
Signed

International shipping service from Royal Mail, usually delivered within 5 - 15 working days.

All orders placed before 12 (noon) GMT will be dispatched the same day (Monday – Thursday) and before 10:30am Fridays 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.

DHL;

Priority Tracked and Signed

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

Delivery pricing from;

EU Zone 1			EU Zone 2			EU Zone 3
Denmark, France, Germany			Belgium, Bulgaria, Croatia, Cyprus, Czechia, Finland, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden			Belarus, Iceland, Moldova, Switzerland, Albania, Andorra, Faroe Islands, Georgia, Gibraltar, Greenland, Vatican City, Liechtenstein, San Marino, Serbia, Turkey, Kazakhstan
Weight	Tracked and Signed via Postal Service (excl. tax and duties)	Priority Tracked and Signed via DHL (excl. tax and duties)	Weight	Tracked and Signed via Postal Service (excl. tax and duties)	Priority Tracked and Signed via DHL (excl. tax and duties)	Weight	Tracked and Signed via Postal Service (excl. tax and duties)	Priority Tracked and Signed via DHL (excl. tax and duties)
0–0.249 KG	£7.95	£15.95	0–0.249 KG	£8.95	£15.95	0–0.249 KG	£8.95	£24.95
0.25–0.49kg	£8.95	£15.95	0.25–0.49kg	£9.95	£15.95	0.25–0.49kg	£9.95
0.5–0.749kg	£8.95	£18.95	0.5–0.749kg	£10.95	£18.95	0.5–0.749kg	£10.95
0.75–0.99kg	£9.95	£18.95	0.75–0.99kg	£11.95	£18.95	0.75–0.99kg	£11.95
1–1.249kg	£9.95	£19.95	1–1.249kg	£12.95	£19.95	1–1.249kg	£12.95	£27.95
1.25–1.49kg	£10.95	£19.95	1.25–1.49kg	£13.95	£19.95	1.25–1.49kg	£13.95
1.5–1.749kg	£10.95	£20.95	1.5–1.749kg	£14.95	£20.95	1.5–1.749kg	£14.95
1.75–2kg	£11.95	£20.95	1.75–2 KG	£15.95	£20.95	1.75–2kg	£15.95
2.01–3kg	N/A	£21.95	2.01–3kg	N/A	£27.95	2.01–3kg	N/A	£29.95
3.001–4kg		£24.95	3.001–4kg		£29.95	3.001–4kg		£34.95
4.001–5kg		£26.95	4.001–5kg		£33.95	4.001–5kg		£39.95
5.01–6.5kg		£29.95	5.01–6.5kg		£35.95	5.01–6.5kg		£44.95
6.501–8kg		£34.95	6.501–8kg		£39.95	6.501–8kg		£49.95
8.001–11kg		£39.95	8.001–11kg		£44.95	8.001–11kg		£54.95
11.001–15kg		£44.95	11.001–15kg		£54.95	11.001–15kg		£59.95
15.001–20kg		£49.95	15.001–20kg		£64.95	15.001–20kg		£69.95
20.001–25kg		£59.95	20.001–25kg		£69.95	20.001–25kg		£79.95
25.001–30kg		£69.95	25.001–30kg		£89.95	25.001–30kg		£99.95
30.001–50kg		£99.95	30.001–50kg		£114.95	30.001–50kg		£134.95
50.001–70kg		£139.95	50.001–70kg		£159.95	50.001–70kg		£194.95

4. Worldwide Deliveries

For insurance purposes, orders over £100 can only be dispatched by Priority Tracked and Signed Delivery.

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.

Delivery pricing from;

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

For insurance purposes, orders over £100 can only be dispatched by Priority Tracked and Signed Delivery.

Due to reasons local regulation on the import of dietary supplements, we can no longer deliver to Israel, Austria, Chile or Thailand. 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 Russia. 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.

5. Delivery of Goods

5.1 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.

5.2 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.

5.2.1 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.

5.2.2 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.

5.3 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.

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

6. Lost goods

For UK orders: if your order has not be been delivered within 7 days of receiving despatch confirmation, please check your tracking link and if this doesn't provide location status or an expected delivery date for your order, please notify us. For orders overseas we ask that you monitor your order via the tracking link and if there have been no updates for 14 days please notify us. Your notification must be either in writing to wecare@betteryou.com or by calling +44 (0)1226 814 030, please ensure you quote the order number. We will investigate this with the relevant courier and will process a replacement order or a refund based on the relevant courier's timescales before a order is considered lost.

7. 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 wecare@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.

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.