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Terms & Conditions
Website Terms & Conditions
1. Your Order and Contract
Your order for goods is accepted and a contract is formed between Holland & Barrett (“we, “us”) and you when we deliver the goods you have ordered and not before. No contract is formed at the time that payment is made, or has been taken from you by Holland & Barrett, nor at the time that you receive an email from us acknowledging receipt of your order. Up until the time that the goods are delivered, your order may not be accepted by Holland & Barrett, or may be cancelled by us or by you.
For security reasons we may restrict the volumes of certain items to be sold in any one transaction.
The goods advertised on our web site are intended for sale to persons dealing as consumers and are not for re-sale.
Once the contract is in place between you and us, Holland & Barrett shall continue to own any goods ordered until it has received payment in full from you, even though the goods may have already been delivered to you. Your contract is with Holland & Barrett Retail Limited, Samuel Ryder House, Barling Way Eliot Park Nuneaton Warwickshire CV10 7RH. You may contact us by telephone on 0330 058 2025 (standard call charges apply), or alternatively, you can email us at: customerservices@hollandandbarrett.com.
2. Cancelling Your Order
You have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service, subject to the exceptions below. Please be aware that your right to cancel does not apply to certain goods that we sell, for example, perishable food items and items where the hygiene seal has been broken.
You must inform Holland & Barrett of your wish to cancel in writing either by letter, email or by using the cancellation form on the website or call 0330 058 2025, within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods whilst they are in your possession and not use them. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. See RETURNS section for details of how to return goods to us.
For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor.
3. Delivery
Delivery to stores is free.
You will be advised of the earliest delivery date your order may be ready for collection at the time you place your order. Delivery times cannot, however, be guaranteed. We will send you a text or email when your order is ready for collection. Please do not go to the store to collect your order until you have received this confirmation that it is ready for collection. Please take your order confirmation with you when you go to collect your order. Orders delivered to stores that are not collected within 14 days of the collection date will be returned to the warehouse and a refund processed.
Delivery to your home
Delivery to your home will be free if you spend £30 or more and will be charged at £3.49 if you spend less than £30. You will be advised of the estimated delivery date at the time you place your order. Delivery times cannot be guaranteed. We may split your delivery into more than one parcel if all of the items you have ordered are not available at the same time. If we do this, we will only charge you once for delivery.
Next day delivery is available on some orders and is charged at £4.99 but is free if you spend more than £60.
You must order before 8pm on Monday to Sunday to have the option of next day delivery and the following postcodes are excluded from the next day delivery offer:
AB, BT, DD, EH, FK, GY, HS, IM, IV, JE, KA, KW, KY, PA, PH, PO, TD, TR, ZE
Delivery to Evri Parcel Shop
Delivery to Evri Parcel Shop is £2.99 for standard delivery and £3.49 for next day delivery. Delivery is free if you have spent £25 or more. You will receive a text when your parcel is ready to collect.
Your parcel will be held by Evri for 10 days and if it is not collected within this time, it will be returned to us, and you will be refunded.
Exceptions apply
We cannot guarantee delivery times and during sale periods and over Bank Holidays delivery will take longer than usual. Next day delivery is not available on Sundays. Your expected delivery date will be displayed at checkout.
4. Returns & Refunds
We hope that you are completely happy with your purchase, however, this policy is in addition to your legal rights and does not affect your right to return items to us.
If you change your mind, simply return the unused item within 30 days of ordering (or 14 days after the day you received it, whichever is longer) and we’ll refund what you have paid for it. We will issue a refund to the payment method used to pay for the order within 7 days of us receiving the return and checking it.
5. Returns to Store
If you would like to return your item(s) to store, please bring along your order dispatch email, either on your device or printed out, this contains a unique returns QR code, a member of staff will be happy to help issue a refund for the item.
6. Returns by Courier
If you wish to return your order by courier:
Free Drop Off (no printer required)
Choose from Evri, InPost Lockers and Royal Mail to return your order to us.
To set up a return and chose your preferred drop of location visit start by setting up your return here.
To find your nearest Evri shop, click here.
To find your nearest InPost Locker, click here.
To find your nearest Royal Mail Post Office, click here.
If you don't have a printer, you can easily print this for free at most locations when you drop your parcel off*.
When you drop off your parcel to either an Evri Parcel Shop or Royal Mail Post Office, you will be given a receipt with a tracking code.
When you drop off your parcel to an InPost Locker, you will receive an email confirming your tracking information.
*Please note: When returning more than one parcel, separate labels are required with individual tracking.
Free Courier Home Collection
If you are unable to drop your order off and/or have a printer at home, you can select Courier Home Collection with Evri.
To arrange a collection start by registering your return and print your returns label*, click here.
You can arrange for a courier to collect your parcel from your place of choice from up to 7 days in advance.
*Please note: When returning more than one parcel, separate labels are required with individual tracking.
7. Faulty or Damaged Products
We take great care to ensure your items reach you in good condition. However, if you are unfortunate to receive a damaged item, you can contact our Customer Care team with details of the damage via our contact form or on (free from a landline, but please check charges with your mobile phone service provider) and we will happily refund or replace it once the fault or damage is agreed. We will advise you at this time of what action you need to take.
8. Returning Supplements or Food Products
If you find any of our food products in a state not for human consumption, please get in touch through our contact form.
9. Lost Parcels and Missing Items
If you have any missing products from your order then please contact our Customer Care team via our contact form or on 0330 058 2025 standard call charges apply.
Lost parcels or missing items must be reported to us within 30 days of the dispatch date. We will not be liable for any loss should you fail to do this.
10. Complaints
Please contact us if you are not happy with any product or service you receive from us, as we always want to have the chance to put things right if we can. Please either email us at customerservices@hollandandbarrett.com and include your name, order number and contact number so we can be in touch with you as soon as possible.
11. Governing Law
These terms and conditions will be governed by and interpreted in accordance with English Law. You agree to submit to the jurisdiction of the English Courts. All contracts will be concluded in the English language. Nothing in these Terms including the paragraph above, affects your rights as a consumer to rely on any mandatory provisions of local law.
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