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We aim to get your order to you as soon as possible, and you should usually receive it within five working days, for orders that are fully in stock. However, we ask that you allow up to seven working days to accommodate unforeseeable circumstances that are out of our control.
Unfortunately we are currently unable to deliver to the Republic of Ireland.
*‘Highlands and Islands’ means the parts of Scotland that have postcodes with the following pre-fixes: "ZE"; "HS"; "KW"; "IV"; "AB36-38 inclusive"; "AB54-56 inclusive"; "FK17-21 inclusive"; "PA20-80 inclusive"; "PH15-PH50"; "KA27 & KA28" and the Isles of Scilly that have the following pre-fixes: "TR21-25".
If the items that you ordered were in stock at the time of purchase and you still haven't received them after 7 working days, you can check their status and tracking details via your online account.
To see your tracking details please sign in first (you will find the sign in button on the top right-hand side corner of any page. Alternatively access your account by clicking here. Once on your account page please click to see your order history then click on your order number (it should be the first one on the list) and scroll down to find the ‘Despatches’ table. There click on "CLICK HERE TO SEE TRACKING".
Alternatively, we ask that you fill in our online form here so we can investigate this for you straight away (please allow 2 working days for a response).
For card orders, you will be charged for each item as it is despatched. An order may be split if any item is too large to be carried alongside other items or if one of the items was out of stock for more than 5 working days. For cheque orders, we will need to bank the full amount at the time order is processed. This is because we are unable to split a cheque payment and for security reasons we cannot store payment details. Rest assured we will keep you updated on any orders which you are still waiting for and give you the option to cancel these at any time. By providing us with your email address or phone number you will receive regular status updates and know precisely when your completed order will be sent out.
The quick answer is no, we will only charge you once for postage and packaging on an order. The reason why an order may be split is either one of the items was too large to be carried alongside other items or if one of the items was out of stock for more than 5 working days (please see the paragraph above).
We will attempt to deliver your goods three times. If your order has had three unsuccessful delivery attempts, it will be returned to our warehouse. We will try contact you in order to arrange a more convenient time to re-deliver or to arrange a change of delivery address. Alternatively, you can phone us on 0333 030 0777. If you do not contact us or we cannot get in touch with you then we will usually refund you within 14 days of receiving the parcel back into our warehouse. Providing us with your email address or phone number will ensure we can get in touch quickly.
If you cancel your order within 14 days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any). If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the 14 days from when the goods were received (unless the goods are proved to be faulty), or if you only cancel part of your order, as advised under the Consumer Contracts (Information, Cancellation and Additional Charges Regulations 2013). If your return disqualifies you from the free P&P offer, regular P&P will apply and be deducted from your refund.
If you cancel your entire order within 14 days of receipt, we will refund you the full amount paid, including standard postage and packing. Upon notifying us of your intention to cancel, we would ask that you send the goods back to us at a cost to yourself within 14 days. We will not refund the postage and packing if the cancellation notification occurs after the 14 days' allowance or if you cancel only part of the order.
Sorry, but there are a few items we can't accept returns on such as customized, hygiene, or assembled items unless of course these are faulty, or otherwise don't conform to the contract. Naturally none of this affects your consumer rights.
Please take reasonable care of the goods. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you.
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