Unopened bottles & pouches
Notify us within 14 days of delivery if you wish to withdraw. We will send return instructions; send eligible goods back within 14 days after notifying us. This reflects the EU Consumer Rights Directive and equivalent UK law.
Opened bottles & pouches
If you have opened an item, contact support before returning it. A withdrawal exception may apply to sealed goods unsealed after delivery if they are not suitable for return for health-protection or hygiene reasons (Article 16(e) CRD). We will assess the item and applicable rights; this does not affect your rights if goods are faulty or not as described.
How to start a return
Write to support@norwoodlabs.co.uk with your order reference and we will send return instructions. Do not post anything to our registered office; we will give you the correct parcel-return address and instructions. We will not reject a timely withdrawal solely because you contacted us before receiving that address.
Refunds
- Card refunds are processed through our payment provider and typically take 5-10 working days to reach your account.
- EU VAT is refunded together with the goods.
Damaged, incorrect, lost or held by customs
If your order arrives damaged, contains the wrong item, or fails to arrive within 21 days of dispatch (UK) or 45 days (EU), write to us and we will reship it free or refund it in full. No quibbling.
This includes EU parcels that are detained, refused entry, returned or seized by customs. Send us the tracking page or the customs letter and we will reship your order free of charge. If a reship cannot reach you, we refund you in full, including EU VAT. The only condition is that the delivery address was correct and the parcel was not refused by you.
If your delivered batch fails independent testing
If you commission an independent assay of your delivered batch and its result does not match the documentation for that delivered batch, write to us. We will replace the batch or refund it in full and re-test on our side.
EU consumers: statutory 14-day withdrawal right
EU consumers have the right to withdraw from any distance-sale contract within 14 days from delivery, without giving a reason, subject to the sealed- goods exception (Article 16(e) CRD) explained above.