Delivery & Returns

This page explains how we deliver your order, when you can cancel or return it, and what happens if something arrives faulty, damaged, or different from what you ordered. It applies to all orders placed through komorebiwellness.co.uk.

Nothing in this page affects your statutory rights as a consumer.

1. Delivery

Where we deliver

We currently deliver to:

• The United Kingdom
• The European Union (all 27 EU member states)

We are not currently able to deliver outside the UK and the EU.

Please note: our Optimal Bloods level of the Stride Methylation Test cannot be delivered to EU addresses [to be confirmed — reason for the Optimal Bloods EU restriction]. If your order to an EU address contains this item, you will need to remove it or choose a different level before you can complete checkout.

Delivery costs

United Kingdom

• Standard delivery (Royal Mail): £2.95
• Free delivery on UK orders over £60

European Union

• Tracked & insured delivery: £25 (flat rate, applies to the whole catalogue except Optimal Bloods, see above)
• There is currently no free-delivery threshold for EU orders.

Delivery times

[to be confirmed — estimated delivery time for UK orders]

[to be confirmed — estimated delivery time for EU orders]

[to be confirmed — name of the courier used for EU deliveries, optional]

Digital products

Our ebook is a digital product delivered immediately by download/email once your payment is confirmed. It is not shipped and no delivery charge applies to it.

If your order combines a digital product (such as the ebook) with a physical product, the digital item will be made available to you straightaway, and the physical item(s) will be dispatched and charged for delivery as described above. Placing both in the same order does not delay the digital item, and does not make the physical item free to deliver.

Consultations and programmes

Our one-to-one consultations and wellness programmes are services, not physical goods. They are booked through our online scheduling tool (Calendly) and, where applicable, paid for by instalments through our payment provider (GoCardless). Nothing is shipped to you for these services — see Section 3 below for how cancellation works for services.

Customs duties and import VAT on EU orders

Following the UK’s exit from the EU, orders delivered to EU addresses may be treated as imports into the destination country. This means your local customs authority may charge import VAT and/or customs duty when your parcel arrives, in addition to the price you paid us.

[to be confirmed — whether EU import VAT is collected by us at checkout (IOSS) or paid by the customer on delivery]

Unless we tell you otherwise at checkout, any customs duties, import VAT, or handling fees charged by your country are your responsibility, and are not included in the price you pay us or in our £25 EU delivery charge. We recommend checking your country’s current thresholds and rates before ordering.

2. Your right to cancel (14 + 14 days)

If you are a consumer ordering from the UK or the EU, you have a legal right to cancel most orders, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• You can cancel for any reason, without needing to give a reason, within 14 days:
  • for physical goods, starting the day after you (or someone you nominate) receive the goods — if your order contains several items delivered separately, the 14 days run from receipt of the last item;
  • for services (such as a consultation or programme), starting the day the contract is entered into.
• Once you’ve told us you’re cancelling, you then have a further 14 days to send the goods back to us.

This 14+14-day right does not apply to everything we sell — see Section 3, “Items that cannot be cancelled or returned,” below.

How to cancel

To cancel, contact us at info@komorebiwellness.co.uk before the deadline above, clearly stating that you wish to cancel your order and giving your order number, name, and address. You can use the model cancellation form below, but you don’t have to:

Model cancellation form
(complete and return this form only if you wish to cancel the contract)

To Komorebi Wellness, [to be confirmed — business address], info@komorebiwellness.co.uk:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Returning the goods

Once you’ve cancelled, please send the goods back to us within 14 days, to [to be confirmed — returns address]. You will need to pay the cost of returning the goods to us, unless we have made a mistake or the goods are faulty (see Section 5). We recommend using a tracked, insured service, as you are responsible for the goods until they reach us.

Getting your refund

Once we receive the returned goods (or, if earlier, evidence that you’ve sent them back), we will refund you within 14 days, using the same payment method you used to pay, unless you agree otherwise. We may make a deduction from your refund for any reduction in the value of the goods caused by unnecessary handling — that is, handling beyond what’s needed to establish the nature, characteristics, and how the goods work, in the same way you’d be allowed to handle them in a shop.

If you cancel a service before we’ve finished providing it and you asked us to start before the cancellation period ended, you may need to pay us for the proportion of the service already provided.

3. Items that cannot be cancelled or returned

By law, the 14+14-day cancellation right does not apply to certain types of order. This protects both you and us from goods being returned in a condition, or a service being “used up”, in a way that means they can no longer be resold or reversed. The following exceptions apply to our products:

Sealed goods for health or hygiene reasons

Our supplements and our Wellness Bundle Add-On (which includes skincare items) are sealed for health protection and hygiene reasons. Once the seal has been broken after delivery, you cannot cancel or return these items, unless they are faulty, damaged, or not what you ordered (see Section 4).

If you change your mind before opening the item, you can still return it unopened within the normal 14+14-day period described in Section 2.

Personalised or bespoke items

Some of our products are made or put together specifically for you — for example, our Wellness Bundle Add-On, which is assembled as a personalised herbal and skincare bundle for your individual needs. Personalised or bespoke items cannot be cancelled or returned once we have begun preparing them, even if they haven’t been dispatched yet.

Test kits once activated or used

Our Stride Methylation Testing kits are health test kits supplied with a biological sample collection device. Once you have registered, activated, or used your kit — including breaking the seal on the sample collection materials or providing a sample — it can no longer be resold, and the cancellation right no longer applies, for the same health and hygiene reasons described above.

If you haven’t opened or used your kit, you can return it unopened within the normal 14+14-day period.

Digital content (our ebook)

Digital content, such as our ebook, is delivered to you immediately once you complete your purchase. Under the Consumer Contracts Regulations 2013, once we begin delivering digital content with your express consent, and you acknowledge that you will lose your right to cancel, you can no longer cancel that purchase — this is why, at checkout, we ask you to confirm that you want immediate access and that you understand you’re giving up your cancellation right for that item.

If you did not give this consent and acknowledgement, and we still supplied the digital content early, you are entitled to a full refund.

Services already provided

If you book a consultation or a place on one of our programmes and ask us to begin before the 14-day cancellation period ends, and you acknowledge that doing so means you’ll lose your right to cancel once the service is complete, then once we have fully performed the service, you can no longer cancel it. If we’ve only partly performed it, you may still cancel but may need to pay for the proportion already provided (see Section 2).

Sample analysis already underway (Stride test kits)

Once you post your sample back to the laboratory using the tracked & insured return service included with your kit, and analysis has begun, this is treated as a service that has been performed at your request, in the same way as a booked consultation. Once your sample has been received for analysis, the order can no longer be cancelled for a refund.

4. Faulty, damaged, or incorrect items — your statutory rights

Everything above is about changing your mind. It’s separate from your rights when something is genuinely wrong with what you received. If your order is faulty, not as described, or the wrong item, you have rights under the Consumer Rights Act 2015 that exist regardless of anything else in this page.

• Within 30 days of receiving your order: you can ask for a full refund if the item is faulty, damaged, not as described, or not fit for purpose (the “short-term right to reject”).
• After 30 days: we will normally offer you a repair or replacement first. If that isn’t possible, doesn’t work, or takes too long, you’re entitled to a price reduction or a full refund (the “final right to reject”).
• These rights also apply to our digital content and to our services (consultations and programmes) — for example, if a service isn’t provided with reasonable care and skill.
• The exceptions in Section 3 (sealed goods, personalised items, test kits, digital content, services already performed) do not apply here — an opened supplement bottle, an activated test kit, or a completed consultation can still be complained about if there’s genuinely something wrong with it.

To make a claim, contact us at info@komorebiwellness.co.uk with your order number, a description of the fault, and photos where relevant. We will let you know how to return the item if needed, and in this case we will cover the cost of the return.

These statutory rights are in addition to, and are not affected by, anything else in this policy.

5. Orders lost or damaged in transit

If your order doesn’t arrive, arrives visibly damaged, or is lost by the courier, please contact us at info@komorebiwellness.co.uk with your order number as soon as possible, and in any case within [to be confirmed — claim deadline for lost/damaged orders]. Under the Consumer Rights Act 2015, goods remain our responsibility until they come into your physical possession (or that of someone you’ve nominated to receive them) — so if something goes missing or is damaged before it reaches you, that’s on us to sort out, not you.

Returning your Stride test kit sample

If you need to return your Stride Methylation Testing sample to the laboratory, please use the tracked & insured return service provided with your kit, and keep your tracking reference until your results are confirmed. If your sample is lost or damaged in transit before it reaches the laboratory, contact us at info@komorebiwellness.co.uk and we will help arrange a replacement kit [to be confirmed — replacement terms for a lost/damaged Stride sample].

6. A note about our supplements and skincare

Our supplements are food supplements, not medicines. They are not intended to diagnose, treat, cure, or prevent any disease, and they are not a substitute for a varied, balanced diet or for professional medical advice. If you are pregnant, breastfeeding, taking medication, or have a medical condition, please speak to your doctor or another qualified healthcare professional before starting any new supplement. This is also why, for hygiene reasons, we’re unable to accept the return of opened supplements or skincare items (see Section 3) other than where something is faulty (see Section 4).

7. Contact us

If you have any questions about delivery, cancellation, or returns, please contact us at:

Email: info@komorebiwellness.co.uk

[to be confirmed — returns postal address]
[to be confirmed — phone number, if you’d like to publish one]
[to be confirmed — legal trading name and company registration number]

Last updated: [to be confirmed — publish date]