Delivery & Returns
UK Deliveries – free of charge signed for and tracked delivery
Ireland – flat rate of £9.95 signed for and tracked delivery
Delivery within the UK
Orders received before 12.30 will normally be dispatched same day. Orders taken during weekend periods (Sat-Sun) will be treated as Monday orders. Except any Bank Holiday periods, when the next working day will be treated as the shipping day.
COVID-19: Clinogen endeavours to process orders and dispatch within three working days of receipt, although this cannot be guaranteed.
All delivery dates are estimates and NOT guaranteed.
The delivery will require a signature.
During busy periods (Christmas & Bank Holidays etc.) deliveries may suffer delays. We cannot be held liable for official strike action by Royal Mail or any other courier service; we will always do our best to get your goods delivered as quickly as possible.
Deliveries will be made by Royal Mail or courier.
Deliveries are not normally made on Saturday, Sunday or Bank Holidays.
Every effort will be made to deliver on time, but no liability is accepted for any loss arising from delay or error in the delivery of the goods. Delivery of goods is outside our control and we will not be liable for delays encountered in the receiving of goods.
It is your responsibility to enter the correct delivery address at the time of ordering. If the incorrect address is given, we are not obliged to re-send the order to the correct address at our expense. You are advised to contact us immediately if you make a mistake with your delivery address as once an item is shipped the address cannot be amended.
If an item is returned due to failed delivery we reserve the right to charge for redelivery.
Notification of errors
You should check the contents of each delivery promptly upon receipt. If you believe that items have been sent to you in error, you should contact us immediately.
Returns & Refunds
Damaged and Faulty Items
The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases, we may offer to replace the item free of charge: if the first replacement item we supply also turns out to be faulty then you can claim a refund at this point, which includes the price you paid for it. This does not apply to items that have failed due to wear and tear.
Returns and Exchanges
If, for any reason, a package is returned to us then you are responsible for any return costs incurred. If you then decide to cancel the order, only the cost of the goods will be refunded.We reserve the right to use which ever form of delivery we deem appropriate.
Packages returned by postal services
If an item is returned back to us for any reason, we will attempt to contact you to arrange to resend this. If you then decide to cancel the order, only the cost of the goods will be refunded.
Return of Unwanted Items
It is your responsibility to contact our Customer Service Department to advise of your intention to return or exchange any item(s) within 14 calendar days of receipt and to obtain an Authorised Returns Number. After this date, it is solely within our discretion if a return or exchange will be accepted.
Once we have approved a return then all items must be received no later than 14 days from the date of the return number being issued.
Once opened and/or used, products cannot be returned unless they are faulty or broken. In addition, some products cannot be returned due to safety and/or hygiene reasons.
Returned items will only be refunded if they are in a saleable condition upon return. We may reduce the amount of money refunded for goods returned which show evidence of use beyond the necessary handling to see whether goods are as expected. If the original order was sent free, then you are liable for the cost of returning items. It is highly recommended that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure that the goods are adequately packaged to ensure that they are not damaged during return transit.
If items are returned without an Authorised Returns Number, then we are unable to offer an exchange.
Return Of Faulty Or Damaged Items
If you believe any of the items you have ordered to be damaged or faulty, please contact our Customer Services team via the methods below.
You are advised to contact our Customer Service Department to advise of your intention to return faulty or damaged items and to obtain an Authorised Returns Number. You should provide your order number, name, address and the reason for the return.
If items are returned without an Authorised Returns Number, then we are unable to offer an exchange. It is highly recommended that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. In the event that no fault is found with the items, we reserve the right to recover any fees and/or expenses incurred from you.
You can refuse delivery for a damaged item, in this instance you must notify our Customer Services Department within 7 days as stated above.
If the goods are faulty or damaged when you receive them, please contact us to arrange replacement. We may request return of the goods to Clinogen and may request photographic evidence of any damage or failure.
If you would like to discuss the replacement or refund of any item, please contact our customer services team at: firstname.lastname@example.org
Any refunds due to you will be made using the same method that payment was originally taken. Refunds will be made within 5-10 working days of receiving the goods back. The refund will include standard outbound delivery costs only if you did not receive free delivery.
Unfortunately, we do not refund postage on return of part orders.