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Purchase Policy

We cannot guarantee that we will be able to change or cancel an order.

Cancelling

You will not have any right to cancel a Contract for the supply of any of the following Products:

  • hygiene-sealed items or tamper-proof items, in each case, where the sealed packaging has been opened; or
  • medicines or healthcare products if they have been dispatched to you; or
  • products that have been personalised or made to your own bespoke specifications (if we offer such options);

…unless such Product(s) were damaged or faulty when delivered to you or have been incorrectly delivered.

Except in relation to certain Products set out above, you may cancel a Contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after your order (in its entirety) is delivered to you or, if you opt (where available) to collect it from our pharmacy partner, the day after it is delivered to that third party.

If you cancel, you will receive a full refund of the price paid for the Product(s) in accordance with our refunds policy (see below).

To cancel a Contract, you must clearly inform us, preferably:

  1. in writing, giving us your name, address and order reference; or
  2. by completing and submitting our cancellation form, a copy of which is also enclosed with the Product(s) on delivery.

We may ask you to destroy any damaged or faulty Product(s), or to return the Product(s) to us within 14 days after the day of notifying us of the cancellation, in the same condition in which you receive them (which does not interfere with your right to take any reasonable steps to examine the Product(s) and make sure they conform to your order). You have a legal obligation to take reasonable care of the Product(s) while in your possession. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration (due, for example, to your having used the Product(s)), up to the price of the Product(s), from the refund to which you are otherwise entitled.

Returns

To return the Product(s), you should package the parcel securely (making sure you include a note of your name and address (enclosing any returns slip, if we have provided one) inside the parcel) and then return it to us, either by courier or by recorded delivery mail or other form of certified mail or, if the Product(s) are too bulky to return by mail, then by a suitable carrier, to the address provided below.

We advise that you take out enough postal/carriage insurance to cover the value of the contents. Please save your proof of posting/despatch and tracking information until your refund has been processed. You will be responsible for the cost and risk of returning the Product(s) to us. Unfortunately, Products cannot be returned to any store.

Unable to Fulfil Orders

Unable to fulfil order completely

In the event that we are unable to fulfil the whole or any part of your order due to, including but not limited to, stock unavailability, supplier disruption, or other operational constraints beyond our reasonable control, we will take all reasonable steps to inform you of this as soon as practicable. Where an item or items cannot be supplied, we will offer you a full refund for the affected item(s). Refunds will be issued to your original payment method and, subject to your financial institution's policies, should appear in your account within five (5) to seven (7) working days from the date of processing.

Unable to fulfil order partially

Where only part of your order can be fulfilled, and the remaining item(s) are unavailable, we will dispatch the items we do have in stock without undue delay.

In such circumstances, we will make reasonable efforts to contact you prior to dispatch to determine whether you would prefer to:

  1. proceed with the partial fulfilment and receive a refund for the missing item(s)
  2. cancel the full order and receive a full refund

If we are unable to reach you within a reasonable time frame, we will proceed to fulfil the available portion of your order and automatically process a refund for any item(s) we cannot supply.

The refund process will be conducted according to our standard refund timeframes, and all repayments will be made to the original payment source.

This approach ensures compliance with our legal obligations under applicable consumer protection legislation and reflects our commitment to maintaining transparency and fairness in our fulfilment and refund procedures.

Consumer Rights

Details of the consumer rights described above, and an explanation of how to exercise them, are provided in the Order Confirmation. Nothing in this section affects your legal rights.

If you have any questions or concerns about your order, cancellation, return, or refund, don’t hesitate to get in touch with our customer support team at orders@healthwords.ai. We’re here to help.