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Returns & Complaints Policy

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We make every effort to ensure that your products reach you in perfect condition, if however you are not happy with your product or your item has arrived damaged please either email us on apitherapy@btopenworld.com or telephone us on 01263 761525 to let us know the nature of the problem.  With this information we will work with you to find the appropriate course of action, be it replacement or return.

YOUR RIGHT TO CANCEL:

Changed your mind, no problem, you can cancel your order at any time up to 14  days after the day of delivery. To do this please e-mail us or write to us. You do not have to give any reason for cancellation, however, a brief explanation will help us to improve the service we offer to customers in the future.  Once we have received your request to cancel your order you have a further 14 days to return the goods to us.  Please use the online cancellation form model below:

If you cancel, you must return the goods to us at your own expense, usually £3.95 for one item or £9.75 for heaver items. You must ensure that the goods are packaged adequately to protect against damage. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

On cancellation, we will refund all moneys paid, including outward postage charges, within 30 days.

This cancellation policy does not affect your legal rights. For example, if goods are faulty. 

Please return items to:

Apitherapy, Pear Tree Cottage, Aylmerton Road, Sustead, Norwich NR11 8RU.

COMPLAINTS POLICY:

We always try to resolve any queries or concerns quickly.  If you are not happy with either our products or our service,  please,in the first instance, either email apitherapy@btopenworld.com or telephone 01263 761525.  Clearly state the nature of your complaint together with all your contact details.  If you are able to indicate how you would best like us to resolve the issue for you we will work closely with you to resolve the matter swiftly keeping you informed all the way. 

If after our best efforts, you are still not satisfied, there is an Alternative Disputes Resolution platform available.  The European ODR platform offers independent advice, helping both parties to resolve disputes online.  You can access this service at: European ODR Platform