Returns and refunds

Statutory cancellation rights

For many online purchases, you can cancel without giving a reason during the 14 days after the day you receive the goods. If one order arrives in separate deliveries, the period generally runs from the day after you receive the last item. These are general UK distance-selling rules; their application to a particular order can depend on the circumstances and the destination.

To tell us you wish to cancel, send a clear statement to new-you-vitamins@polsia.app within the applicable cancellation period. Include your order reference and the items you are cancelling if you can. After notifying the seller, the general rules require goods to be sent back within 14 days. Please contact us for the return address before sending anything; no return address has been verified for this page.

A statutory cancellation right is different from a voluntary returns policy. New You Vitamins has not confirmed a separate voluntary return period or eligibility rules. Nothing in this page is intended to remove statutory rights.

Sealed goods and hygiene exception

One possible exception concerns goods supplied sealed that are not suitable for return for health-protection or hygiene reasons: the cancellation right can end if they become unsealed after delivery. This is not a blanket exclusion for opened supplements. Whether the exception applies to a particular product depends on the legal conditions and the seal used for that product; those product-specific facts and the application of the exception need legal review.

Refunds when you cancel

Under the general statutory cancellation rules, a refund includes the standard delivery charge, but not any extra amount paid for a more expensive delivery option. For a goods order, reimbursement is generally due without undue delay and no later than 14 days after the goods are received back or you provide evidence that you sent them, whichever is earlier. The seller may wait for the goods or evidence of return before reimbursing. Refunds are generally made using the original payment method unless you expressly agree otherwise. These statements describe the general legal rules, not a confirmed New You Vitamins operational refund process.

Return postage and return address

The storefront has not confirmed the return address or who will pay direct return postage. Under the general rules, a customer may be required to pay those direct costs only if told about that responsibility before the contract is made (unless the seller agrees to pay). Check the information given before ordering, and email new-you-vitamins@polsia.app for the address before sending a return.

Faulty, damaged or incorrect goods

These issues are separate from changing your mind under a distance-selling cancellation right. If an order arrives faulty, damaged or different from what you ordered, contact us at new-you-vitamins@polsia.app with your order reference and a description of the issue. This page does not limit any statutory consumer rights that may apply.

Official guidance

• GOV.UK guidance on distance selling
• Consumer Contracts Regulations 2013