Return Policy
This Return Policy governs the return of products purchased through www.mojohealth.net and forms part of the binding agreement between you and us together with our Terms and Conditions, Refund Policy, Cancellation Policy, Shipping Policy, and Subscription Policy. By completing a purchase you confirm that you have read, understood, and agreed to this Return Policy in full.
1. Return Window
[1.1] We operate a 30 day return policy which means you have 30 days from the date of dispatch to request a return. [1.2] The 30 day return window commences from the date of dispatch as confirmed by our shipping provider, not the date of delivery. [1.3] Where delivery is delayed due to circumstances outside our control the return window is not extended. [1.4] Requests received outside the 30 day window will not be considered. [1.5] For the avoidance of doubt the 30 day return policy applies exclusively to full price orders placed outside of any promotional or trial offer. [1.6] Orders placed under a free trial, discounted trial, or any other promotional offer are governed solely by the terms set out in our Refund Policy and Subscription Policy and are not eligible under this standard return policy.
2. Eligibility
[2.1] To be eligible for a return the item must be in the same condition as received, unopened and unused, with the original seal intact, and in its original packaging. [2.2] The customer must provide a receipt or proof of purchase. [2.3] We reserve the right to assess the condition of any returned item prior to approving a refund and items that do not meet the conditions may be returned to the customer or subject to a partial refund at our sole discretion. [2.4] Used, opened, partially consumed, damaged by the customer, tampered with, or otherwise non saleable items are not eligible for return. [2.5] Where a returned item arrives in a condition different from that described by the customer at the point of return request we reserve the right to refuse the return.
3. Excluded Orders
[3.1] Trial orders are not eligible for return under any circumstances regardless of whether the item has been opened, consumed, or received. [3.2] Subscription charges originating from a trial offer are not eligible for return regardless of whether the product has been opened, consumed, or received. [3.3] Charges falling within the minimum commitment period of a subscription are not eligible for return as set out in our Refund Policy and Subscription Policy. [3.4] Promotional, discounted, sale, bundled, gift, or free gift items may be excluded from the return policy at our sole discretion. [3.5] Items returned without first requesting and receiving approval via the return process set out below will not be accepted and we accept no responsibility for items so returned. [3.6] Items returned outside the 30 day return window will not be accepted.
4. Return Process
[4.1] To start a return the customer must contact us at website@mojohealth.net with the order number, item details, and reason for return. [4.2] We aim to respond to all return enquiries within 2 business days. [4.3] If the return is accepted we will issue return instructions and where applicable a return shipping label. [4.4] Returns must be sent to International House, 776-778 Barking Road, Barking, London E13 9PJ, United Kingdom. [4.5] Items sent back to us without first requesting and receiving approval will not be accepted. [4.6] We strongly recommend retaining proof of postage as we are unable to accept responsibility for items lost or damaged in transit during the return process. [4.7] Risk in returned goods remains with the customer until the goods are received and signed for at our return address. [4.8] The customer is responsible for the cost of returning the goods unless the goods are faulty, damaged in transit, or incorrectly supplied. [4.9] We reserve the right to refuse a return at our sole discretion where the return does not comply with this Policy.
5. Damages and Issues
[5.1] Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and resolve it. [5.2] We ask that you provide photographic evidence of any damage or defect where possible as this allows us to resolve the matter more efficiently. [5.3] Notification of any damage or defect must be made within 48 hours of delivery and failure to notify us within this window may affect your eligibility for a replacement or refund. [5.4] We are not liable for non delivery where the customer has provided an incorrect or incomplete delivery address. [5.5] Where tracked delivery confirms successful delivery to the address provided at checkout the order is considered fulfilled and no refund or replacement will be issued on grounds of non receipt. [5.6] We are not liable for change of mind after dispatch. [5.7] Where we agree to provide a remedy for a damaged or defective item we may at our sole discretion offer replacement, repair, refund, or store credit.
6. Refunds
[6.1] We will notify the customer once the return has been received and inspected and confirm whether the refund has been approved. [6.2] If approved the customer will be refunded on the original payment method within 10 business days of approval. [6.3] Please remember it can take some time for the customer's bank or credit card company to process and post the refund. [6.4] If more than 15 business days have passed since we approved the return please contact us at website@mojohealth.net. [6.5] We reserve the right to issue refunds in the form of store credit at our sole discretion where a cash refund is not required by law. [6.6] Refunds are only available on eligible full price orders as defined in this Policy and in our Refund Policy. [6.7] No refund will be issued in respect of any trial order, trial originated subscription charge, or any charge falling within the minimum commitment period of a subscription plan. [6.8] Original shipping costs are non refundable save where a refund of delivery costs is required by law. [6.9] Where a return is approved on the basis of the customer's change of mind any refund issued shall be net of original shipping costs and any restocking fee we may apply at our discretion.
7. Exchanges
[7.1] We do not offer exchanges on any order. All sales are final subject to the return eligibility criteria set out in this Policy. [7.2] Active subscription customers may request a product swap at any time by contacting us at website@mojohealth.net. [7.3] A product swap does not reset, pause, or otherwise affect the existing billing cycle or minimum commitment period and does not constitute a cancellation. [7.4] The customer remains liable for all charges due under the subscription agreement regardless of whether a product swap has been requested or fulfilled.
8. United Kingdom and European Union 14 Day Right
[8.1] Where the merchandise is being shipped within the United Kingdom or into the European Union the customer has the right to cancel the order within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 subject to the conditions set out in our Cancellation Policy. [8.2] The item must be in the same condition as received, unopened and unused, with the original seal intact, and in its original packaging. [8.3] As permitted under the above Regulations and applicable EU consumer protection legislation this right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons where those goods have been unsealed after delivery, and all dietary supplement products supplied by us fall within this exemption. [8.4] The right to cancel is lost once the original seal is broken.
9. Return Shipping Costs and Risk
[9.1] The customer is responsible for the cost of returning the goods unless the goods are faulty, damaged in transit, or incorrectly supplied. [9.2] Risk in returned goods remains with the customer until the goods are received by us at the return address. [9.3] We accept no responsibility for items lost, damaged, delayed, or stolen in transit during the return process. [9.4] Customers should use a tracked and insured return service and retain proof of postage.
For any return question contact us at website@mojohealth.net. We aim to respond within 2 business days. Returns must be sent to International House, 776-778 Barking Road, Barking, London E13 9PJ, United Kingdom.
