Introduction
We understand that from time to time you may wish to return a product to us.

We have created this thirty-day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers in the EU. Please see our worldwide returns policy at the foot of this page for returns from destinations outside of this area

This policy does not affect your statutory rights (such as your rights under the UK Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).

Returns
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:

(a) we receive the returned product within seven days following the date of receipt of the product;

(b) the returned product is unused, in its original and unopened packaging (with all seals and/or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the returns procedure set out below; and

(d) none of the exclusions set out below apply.

Returns procedure
In order to take advantage of your rights under this returns policy, you must:

(a) Advise us by email or letter of your intention to return the product within seven days of receipt.
(b) be in a position to return the item(s) to us in a re-saleable form within seven days of receipt

We ask customers to then send the product back to us by a secure delivery method to arrive with us no later than thirty days from the date of receipt. Products returned under this policy must be sent by a trackable and recorded delivery method and unless defective, the customer is liable for the products whilst in transit. Liability for the safe delivery back to us rests with the sender. Our returns address is:

Returns Department
Positive Nutrition
PO Box 136
Portishead
Bristol BS20 7WN

Unless the product was supplied incorrectly, deemed as faulty or damaged upon receipt, the customer will be responsible for paying postage costs associated with returns under this policy. We would however include in any refund given, the original postage costs (if any) incurred when the order was made.

We reserve the right to refuse to accept the return if the above timings and stipulations are not adhered to

Exclusions
The following kinds of products may not be returned under this policy (unless shown to be defective):

(a) Fresh or refrigerated products with a manufacturer specified shelf life of less than two months from date of purchase unless defective or damaged. (A full list of current products meeting this criteria is available upon request)

(b) Nutritional oils and other temperature sensitive products where refrigeration is considered essential, unless defective or damaged. (A full list of current products meeting this criteria is available upon request)

(c) Live bacteria products such as pre-biotics, pro-biotics and some digestive enzymes (room temperature stable and ambient stable products are not covered by this clause) unless defective or damaged (A full list of current products meeting this criteria is available upon request) ;

(d) Books unless damaged in transit

(e) Training and Usage Manuals where purchased, supplied in CD/DVD format unless defective

(f) Any prescription specific, bespoke product formulated by Positive Nutrition to meet a practitioner prescription unless damaged or defective;

(g) Any prescription specific product ordered via Positive Nutrition from one of our suppliers or manufacturers specifically to meet the individual needs of the customer/patient unless damaged or defective;

(h) gift vouchers.

Refunds
We will authorise and apply a refund for the full price paid of any product properly returned by you in accordance with the terms of this returns policy (including the original delivery charges and reasonable costs of returning the product to us where the product is being returned due to defect or damage).

We will usually refund any monies received from you by direct transfer back to the original payment card but we reserve the right to use other refund methods such as Bank Transfer or Bank Cheque where amounts dictate that it is more cost effective to do so. We are unable to make refunds by cash or Postal/Money Order

We will process the refund due to you as soon as possible and, in any event, within thirty days of the day we received your returned product.

Please note that all payments are processed via our online payment partners, UPG/Lloyds TSB Cardnet and we cannot guarantee the timing of refunds back to original cards. (In most circumstances, refunds appear back onto UK issued cards within 48-72 hrs)

Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Trade or Business Customer Returns
Nutrition Practitioners, Naturopaths, Complimentary Therapists and all other Health Professionals using our site will be deemed Trade/Business Sales. If you need to return goods purchased from us and are a Trade customer you will need to contact Customer Support BEFORE returning goods to obtain an RMA (returned merchandise authorisation)

ALL trade goods returned are subject to a restocking charge and terms and conditions apply. All products dispatched correctly in accordance with your confimed order and returned un-defective are subject to a 25% (of selling price) surcharge to cover re-stocking. administration and postage. For full information on this, please see our full Terms and conditions; Section 5.1.

We are sorry but at this time we do not offer our products to Trade customers on a 'sale or return' basis unless an individual agreement between Positive Nutrition and the Practitioner exists prior to the return

Our address for all Returns is:

Returns
The Positive Health Shop
PO Box 136
Portishead
Bristol BS20 7WN

and emails regarding returns and refunds can be sent to returns@positivehealthshop.com 

Refunds and Returns from destinations outside the UK
We are only able to replace and refund on products delivered outside of the UK (Defined as postal addresses outside the British Postcode system - BFPO addresses excluded) if they are damaged or defective.

If your purchase from The Positive Health Shop is found to be faulty or damaged customers should contact Customer Services within seven days of receipt to report the problem.

International customers should return the damaged or faulty item with a covering letter explaining the fault or issue in detail. We regret, however, that we cannot, in this case, refund return postage costs. Once the item has been returned to us we will issue a full refund including any original delivery costs.