Shipping

Order Fulfilment and Processing – General Considerations
Our Company policy is to send your order as soon as possible, but we cannot be responsible for unanticipated delays by the postal or courier services. If for some reason we are unable to post your order then we will contact you as soon as possible to let you know.

We reserve the right to decline the fulfilment of order requests in cases where we are unable to obtain the ordered items from our suppliers. When you place an order the money is deducted from your credit or debit card as soon as your order goes through. If subsequently we are unable to fulfil all or part of the order, we will refund either part or all of the order, as appropriate, via your original payment method. If, for any reason we have to cancel an order, the appropriate credit will be issued back to the customer.

The internet is an unstable medium and we do not guarantee uninterrupted or error-free service; furthermore we accept no responsibility in respect of such interruptions or errors. We retain the right to cancel any order at any time.

Order Shipping & Delivery

We attempt to despatch most orders within 24hours of receipt. The majority of our orders are shipped within 3-5 working days via Royal Mail second class post, unless otherwise specified or requested. Although Royal Mail attempt next day delivery for first class post they do not guarantee this service.  If you require an item urgently you can select either ‘Special Delivery’ or ‘Courier Delivery’ at checkout.  Free postage applies only to UK orders that total over £25 and that are sent via Royal Mail second class post.

Next Day Delivery

If you wish guaranteed next day delivery, we are able to offer you this service if you order before 12 noon Monday-Thursday and you specifically request next day delivery. Outside these times, if you order next day delivery by Friday 12noon you get delivery next Monday. If you order any time after Friday 12noon up to Sunday midnight, you get delivery next Tuesday. These timings exclude Bank and national holidays, Christmas, New Year and Easter. Consignments are delivered between 9am and 530pm. We cannot quote precise delivery times unless you specifically request and pay for such a service. Saturday deliveries can be arranged at extra cost. Please email or call us for details.

Order not received by Customer
Please note that in extreme circumstances it can take up to 15 working days for your order to arrive to you. If you have not received your order after 15 working days, please contact our Customer Services by phone on 0844 561 7871 or email customerservices@goodhealthnow.co.uk to inform us. We may ask you to contact your local Royal Mail Sorting Office in order to follow up on non-delivery of your item/s. If you still cannot locate your order, please let us know. This will result in us submitting a claim to Royal Mail. Once this claim has been settled we will either resend your order or refund you. Please note that Royal Mail can take up to 6 weeks to settle a claim.

If you fail to inform us that you have not received your order within 15 working days of the order date and your order status is shipped we regret we are unable to resend or refund this order.

If an item is returned to us due to a failed attempted delivery and not collected from the Post Office, you will be required to pay a charge for re-delivery. We will advise you if and when this occurs. We reserve the right to charge additional administration and postage fees as necessary.

We are not responsible for errors made by Royal Mail. When placing an order, you must enter the correct and full delivery address. We are not responsible for any lost packages which are incorrectly addressed due to customer error.

Re-direction - please note

Shipping costs are quoted only for delivery to the shipping address stated on the original order. Once the goods are in transit, any re-direction to an alternative address is charged extra and has to be met by the buyer before any such redirection takes place. Re-direction charges can be expensive, up to 40% of your order value. Please email or telephone for further details.

Returning Goods

We are confident you will be delighted with your purchase. However, we understand that there are occasions when you need to return goods to us. The guidelines below are designed to help you return goods to us as speedily and easily as possible, however, please get in touch if you need further help.

Goods Damaged in Transit/On Arrival

If your goods were damaged in transit, we request that you report it to us as soon as possible and strictly within three working days of receipt of the goods.  In addition see below: 

For goods shipped via our overnight courier services: If you have arranged next day delivery by courier and the goods are visibly damaged on arrival, it is IMPORTANT to refuse the delivery on the basis of visible damage and notify us as soon as possible. Once the damaged goods have been received back by us, we will issue a full refund to you via your original payment method. If, for any reason, we cannot issue a refund through your original payment method, we reserve the right to issue a refund via bank cheque, less 15% for administrative costs.

For goods shipped via Royal Mail, we regret we may not be able to honour refunds for damaged goods if we are not notified within three working days of your receipt of such goods.

Cancellations, Returns & Refunds

If you change your mind, you have the right to cancel your order within 7 days of receipt. If you wish to cancel your order:

Please inform us as soon as possible by telephone on 0844 561 7871 or online in order to obtain a Returns Number which you must use in all your communications with us.  To request a return online please do so by logging into your account and selecting the appropriate option.  Please complete all details required – the more detail you can give us about the reason for your return, the better able we will be to resolve the issue.  Once we receive your return request we will contact you with a Returns Number and instructions of what to do next.

Please return the goods via Royal Mail first or second class post to:

Returns Department, Good Health Now, 36 Tumblewood Road, Banstead, Surrey SM7 1DX

Refunds are only given on unwanted goods which are returned unopened and in their original, saleable condition.

We offer a discretionary refund on returned goods. Any returned goods must comply with the following conditions:

• The goods have not been in your possession for more than 7 days from receipt
• You have no opened shrink-wrapped or blister pack products or broken any manufacturers' or tamper evident seals
• You return the goods in a condition that would enable us to resell them as new

Please note:

1)     The cost of returning unwanted goods is the responsibility of and payable by the customer.

2)     The refund will be processed against the original method you used to pay for your goods.

3)     We will deduct a flat £5.00 administrative fee from the total amount refunded.

4)     If, for any reason, we cannot issue a refund through your original payment method, we reserve the right to issue a refund via bank cheque, less 25% for administrative costs.

Packing and Returning Goods

Please inform us as soon as possible by telephone on 0844 561 7871 or email (customerservices@goodhealthnow.co.uk) in order to obtain a Returns Number which you must use in all your communications with us.

It is your responsibility that all items returned to us are packed safely.  We may not be able to issue refunds for returned goods which were damaged in transit due to insufficient packaging. When returning items, please ensure you:

(a) write clearly the Returns Number you obtained from us on the outside of the parcel and

(b) obtain proof of posting, in the occasion that the goods go missing

Our goods returns address is:

Returns Department, Good Health Now Ltd., 36 Tumblewood Road, Banstead, SM7 1DX

Tel: +44 0 844 561 7871, Email: customerservices@goodhealthnow.co.uk

Unclaimed Goods
For your protection, there are cases when we may require your signature on delivery.

In cases where:

1)     Our Couriers or the Postal Services have not been able to obtain a signature when they first attempt to deliver your order, they will attempt to re-deliver the goods having issued a notification through your letterbox with contact details and instructions.

2)     Our Couriers or the Postal Services have not been able to post the goods through your letterbox when they first attempt to deliver your order, they will issue a notification through your letterbox with contact details and instructions.

3)     If after repeated attempts at delivery, the goods are not claimed, our Couriers or the Postal Services return the goods to us. In such cases we will always contact you by email and/or letter to inform you. If you do not respond to us with further instructions within fourteen working days, we reserve the right to issue a refund less 25% for carriage & administrative costs.

Out of Stock Items
Any products that are out of stock at the time we receive your order will be despatched as soon as possible.  Fulfilling our out-of-stock items depends on how quickly our suppliers are able to provide us with the goods. We cannot be held responsible for delays in the delivery caused by our suppliers or any other third party or circumstances beyond our control.

 

Complaints

All complaints are handled as quickly as possible. When we receive a complaint about one or more items we will decide whether the item can be repaired, exchanged or whether the customer will be given a price reduction. We are responsible for any postal costs when we have supplied a product incorrectly.