Returns due to postal damage.
At The Positive Health Shop, we use a range of carefully chosen courier and delivery companies including The Royal Mail to deliver your supplement purchase. However, whilst our delivery operators make every effort to ensure your order arrives in perfect condition, occasionally products do become damaged in-transit. If this happens, we are of course here to help and we would be grateful if customers would contact Customer Services within 24 business hours of delivery to report the problem. Unfortunately, advising us of a problem outside of this time scale could delay the settlement process and so we would advise all customers to act swiftly.

Following verification of the faulty goods, customers will be sent a replacement order along with a pre-paid self addressed bag for the return of the damaged item. Please note it is our strict policy to have the damaged goods returned so we may make a claim against the courier/delivery service concerned. In the event that the damaged goods cannot be returned we reserve the right to not replace the damaged goods

Returns due to unwanted or unsatisfactory purchase
When you receive your order, if you change your mind or find your purchase is either unwanted or unsatisfactory, we are able to exchange items or offer a refund to your credit/debit card. We are able to do this if the goods are returned to us within 5 working days of their original delivery receipt. The returned goods must be undamaged, unopened and in their original packaging and fit for re-sale. For goods returned on this basis, it is the responsibility of the customer to bear the cost of the return postage and the goods remain the responsibility/property of the customer until they are signed back into stock at our Returns Department at the address below. We strongly urge all customers contemplating returns to use a trackable or recorded delivery method. Unfortunately we are not able to refund original purchase delivery or return postage costs.

In certain circumstances, we reserve the right to charge a re-stocking administration fee of up to 25% of the RRP where goods are specialised or have been supplied on a 'special order' basis. Please contact Customer Support for more information on this. Finally, due to their fragile nature, we are unable to offer a refund on returned Probiotic products when correctly supplied, unless defective

Returns due to defect
If your purchase from The Positive Health Shop is found to be defective, please contact Customer Services within 48 hours of receipt to report the problem. We will then send you a pre-paid self addressed padded mailing bag for the return of the faulty item. Once we have received the defective item(s), we will issue a full refund including any original delivery costs.

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 Ltd and the Practitioner exists prior to the return

Returns from outside the UK and Ireland
We do not accept correctly supplied product returns from non-UK countries unless the product is damaged or found to be defective. Please therefore, carefully consider your product purchase before proceeding to the checkout.

Our address for all product returns is:
Returns
Positive Nutrition Ltd
The Positive Health Shop
PO Box 136
Bristol
BS20 7WN
United Kingdom