Delivery and returns

1. Order processing

HareVelle products may be prepared, labelled, packed and dispatched by our approved UK fulfilment partner.

Orders are normally prepared for dispatch within one to three working days. Orders placed during weekends, public holidays, promotional periods or unusually busy periods may take longer.

Specialist Supplements states that dropship orders are normally shipped within one to two business days, although dispatch can occasionally take place on the same day. We use a slightly wider one-to-three-day customer estimate to avoid overpromising.

You will receive a dispatch confirmation once your order has been prepared for delivery. Where tracking is available, the email will include your tracking information.

Processing time is separate from the carrier’s delivery time.

2. UK delivery

Standard delivery

Royal Mail Tracked 48

• Cost: £3.99
• Free on qualifying UK orders over £35
• Delivery aim: normally two to three working days after dispatch
• Tracking to the delivery point
• Delivery notifications may be provided by Royal Mail

Express delivery

Royal Mail Tracked 24

• Cost: £5.99
• Delivery aim: normally the next working day after dispatch
• Tracking to the delivery point
• Delivery notifications may be provided by Royal Mail

Tracked 24 and Tracked 48 are not guaranteed delivery services. Delivery aims may not apply to certain remote or offshore postcodes.

Free delivery applies to the order subtotal after discounts and before any optional premium delivery charge.

3. Northern Ireland, Highlands and islands

Additional charges or longer delivery periods may apply to:

• Northern Ireland;
• the Scottish Highlands;
• the Scottish Islands;
• the Isle of Man;
• the Channel Islands;
• other remote or offshore locations.

Any available delivery options and charges will be shown at checkout before payment.

4. Packaging and multiple parcels

Some capsule products use flat postal-friendly containers that may fit through a standard letterbox.

Products supplied in round containers, large powder tubs, liquid bottles or larger quantities must normally be sent as parcels.

Your order may be divided into more than one parcel where:

• it contains several large products;
• its combined weight exceeds the carrier limit;
• products are dispatched separately;
• splitting the order provides a safer delivery method.

You will not be charged an additional delivery fee after completing checkout unless we contact you and obtain your agreement first.

5. Delivery times

Delivery estimates begin when the order is dispatched, not when it is placed.

Royal Mail’s published international aims are generally three to five working days for Europe and approximately five to seven working days worldwide for tracked services. We use wider customer estimates because customs clearance, local postal networks and import checks can cause substantial delays.

Delivery times are estimates and are not guaranteed unless a service is expressly described as guaranteed.

6. International orders

International delivery is available only to destinations shown at checkout.

Some products or ingredients may be restricted by the destination country. We may cancel and refund an order where:

• the carrier does not accept the destination;
• the product cannot legally be imported;
• suitable customs information cannot be provided;
• the parcel exceeds an applicable weight limit;
• the destination is affected by a carrier suspension.

Some international orders exceeding the carrier’s maximum parcel weight may be divided into separate shipments.

Customs, duties and taxes

International orders may be subject to:

• import VAT;
• customs duties;
• handling charges;
• customs-clearance fees;
• local taxes.

Unless checkout expressly states that these charges are included, they are the recipient’s responsibility.

HareVelle cannot control customs decisions or the time taken to release an international parcel.

If an international parcel is refused because import charges were not paid, any refund may be reduced by the delivery, return and customs costs actually incurred, where legally permitted.

7. Checking your delivery address

Please check your:

• recipient name;
• house number;
• street;
• postcode;
• country;
• email address;
• telephone number

before placing your order.

Contact support@harevelle.com immediately if you notice an error. We cannot guarantee that an address can be changed after fulfilment has started.

HareVelle is not responsible for delays caused by incomplete or inaccurate information supplied by the customer. However, we will make reasonable efforts to help recover or redirect the parcel.

8. Failed delivery and uncollected parcels

Where a parcel is:

• refused;
• not collected;
• returned after unsuccessful delivery attempts;
• returned because of an incorrect address;
• returned because the recipient could not be identified;

we will contact you after receiving confirmation that it is being returned.

You may choose:

• redelivery, subject to payment of the applicable delivery charge; or
• a refund, less reasonable delivery or return costs where permitted.

9. Missing parcels

Contact support@harevelle.com if your parcel has not arrived within the expected period.

Please provide:

• your order number;
• your full delivery address;
• the tracking number, where available;
• confirmation that you have checked with household members;
• confirmation that you have checked any authorised safe place;
• any relevant delivery notification.

We may ask you to complete a non-receipt declaration so that we can investigate with the carrier.

You do not need to pursue Royal Mail or another carrier yourself. HareVelle remains responsible for the goods until they are delivered to you or to a person you nominated to receive them.

After investigating, we may provide:

• a replacement;
• redelivery;
• a refund.

10. Damaged, leaking or incorrect products

Please inspect your order shortly after delivery.

Contact support@harevelle.com within 48 hours where reasonably possible if:

• the wrong product was supplied;
• an item is missing;
• a container is damaged;
• a product is leaking;
• a safety seal is broken;
• the quantity is incorrect;
• the parcel was damaged in transit.

The 48-hour request helps us report incorrect products to our fulfilment partner within its 72-hour notification window. Reporting outside 48 hours does not remove any statutory rights you may have.

Please include:

• your order number;
• a description of the problem;
• photographs of the product;
• photographs of the outer packaging;
• a photograph of the shipping label;
• the product batch number;
• the best-before date.

Keep the product and packaging until we tell you whether they are required for investigation or return.

Where the product is faulty, damaged or incorrectly supplied, HareVelle will arrange an appropriate replacement, refund or return at no additional cost to you.

11. Adverse reactions

Stop using the product and seek appropriate medical advice if you experience an unexpected or adverse reaction.

Contact support@harevelle.com and provide:

• the product name;
• order number;
• batch number;
• best-before date;
• how the product was used;
• a description of the reaction.

Retain the product and packaging until we provide further instructions.

In an emergency, seek immediate medical assistance rather than waiting for a response from HareVelle.

12. Cancelling an order before dispatch

Contact support@harevelle.com immediately if you wish to cancel your order.

We will try to stop the order before dispatch. However, this may not be possible once labelling, packing or fulfilment has started.

If the order has already been dispatched, you may return eligible products under the change-of-mind procedure below.

13. Change-of-mind returns

For most online purchases, you may tell us that you wish to cancel within 14 days after receiving your order. You then normally have a further 14 days to send the eligible products back.

To qualify for a change-of-mind return, a supplement must be:

• unopened;
• unused;
• in its original packaging;
• in a resalable condition;
• returned with its safety seal intact.

For health-protection and hygiene reasons, we cannot accept change-of-mind returns for supplements that have been opened or unsealed. This restriction does not apply where the product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Specialist Supplements similarly recommends accepting returns of unopened and sealed supplements within the cooling-off period.

14. How to request a return

Email support@harevelle.com before sending anything.

Include:

• your name;
• order number;
• product being returned;
• reason for return;
• confirmation that it is unopened and sealed;
• photographs where relevant.

We will provide:

• return authorisation;
• the correct return address;
• any required return reference;
• packaging instructions.

Do not send products directly to Specialist Supplements Ltd unless HareVelle has expressly authorised the return and provided the correct instructions.

Unauthorised returns may be delayed or may not be identifiable.

15. Return postage

For a change-of-mind return:

• the customer is responsible for return postage;
• the parcel should be securely packaged;
• we recommend using a tracked postal service;
• proof of postage should be retained.

HareVelle will pay or reimburse reasonable return costs where the product is:

• faulty;
• damaged;
• incorrectly supplied;
• materially not as described.

Customers can be required to pay return postage for a change-of-mind return only where this was clearly explained before purchase.

16. Refunds

Approved refunds will be made to the original payment method.

For a valid change-of-mind cancellation, we will refund:

• the price paid for the eligible returned product;
• the cost of the least expensive standard delivery method offered, where required by law.

We do not have to refund the additional cost of an express or upgraded delivery service selected by the customer.

Refunds are normally processed within 14 days after we receive the returned goods, or after you provide satisfactory evidence that they were sent back, where applicable.

Banks and payment providers may take additional time to display the refund in your account.

17. Faulty or misdescribed products

Nothing in this policy limits your rights under UK consumer law.

Products must be:

• of satisfactory quality;
• fit for their intended purpose;
• as described;
• safe when used according to their instructions.

Where a product does not meet these requirements, you may be entitled to a refund, replacement or another legal remedy. GOV.UK states that a retailer must provide a full refund where goods are faulty, not as described or do not do what they are supposed to do.

18. Exchanges

We do not currently offer direct product exchanges.

Where an eligible unopened product is returned because you changed your mind, we will issue a refund. You may then place a new order for the preferred product.

Where we supplied the wrong product, we will arrange a replacement or refund without requiring you to place a separate order.

19. Gifts

Refunds are normally issued to the payment method used by the original purchaser.

A gift recipient may contact us about a damaged or faulty product, but we may require confirmation from the purchaser before processing a monetary refund.

20. Contact us

For delivery, returns or refund enquiries, contact:

• HareVelle
• Email: support@harevelle.com
• Website: harevelle.com

Include your order number in all correspondence.