Return & Refund Policy

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1. Your right to cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days from the day you receive the goods, without giving any reason.

2. Cancellation before dispatch

You may cancel your order at no cost at any time before it is dispatched. To cancel before dispatch, please inform us during the telephone confirmation call or contact us as soon as possible at info@florafaunaae.shop or +44 20 7946 0312. If the order has already been dispatched, you may refuse delivery - the parcel will be returned automatically and no charge will apply.

3. Returns after delivery

To return a product after delivery, please contact us within 14 calendar days of receipt by email at info@florafaunaae.shop stating your name, phone number and reason for return. We will provide return instructions.

Condition of returned goods: The product must be returned in its original, unopened packaging. Please note that under Regulation 28(3)(a) of the Consumer Contracts Regulations 2013, the right of cancellation does not apply to goods that are sealed for health protection or hygiene purposes where the seal has been broken after delivery. As a food supplement, Caleta Formula packaging that has been opened after delivery cannot be accepted for return.

4. Return postage

The cost of returning the product is your responsibility, unless the item is faulty or was delivered incorrectly. We recommend using a tracked postal service for your own protection.

5. Refunds

Once we have received and inspected the returned item, we will process your refund within 14 calendar days. Refunds will be made using the same method of payment used for the original transaction where possible. As this is a pay-on-delivery service, refunds will be issued by bank transfer or cheque.

6. Faulty or incorrect items

If you receive a faulty item or the wrong product, please contact us within 30 days of delivery. We will arrange collection at our cost and issue a full refund or replacement as you prefer.

7. Contact

Thornvale Health Ltd · 47 Thornbury Road · Bristol, BS7 8PS · United Kingdom
Email: info@florafaunaae.shop · Phone: +44 20 7946 0312
Support: Mon-Fri 09:00-17:00 GMT