Refund policy
We want you to be happy with your order. If something isn't right, here's how we can help.
Returning unopened items
You can return any item within 30 days of receiving it, as long as it is unopened, with the seal intact, and in its original packaging. Please keep your order number or proof of purchase.
For safety and quality reasons, we can't accept returns of opened items unless they are faulty, damaged or not what you ordered (see below).
How to return an item
- Email us at sales@grandhealthcare.co.uk with your order number and the items you'd like to return.
- If your return is accepted, we'll send you a return shipping label and instructions.
- Send the items to: Hybrid Ingredients, 141 Folkestone Road, Dover, CT17 9SG.
Please don't send items back without contacting us first, as we can't accept unannounced returns.
Damaged, faulty or wrong items
Please check your order when it arrives. If anything is damaged, leaking, faulty or not what you ordered, email us as soon as possible with your order number and a photo. We'll replace the item or refund you in full, whether or not it has been opened.
Items we can't accept back
- Opened or unsealed items (unless faulty or sent in error)
- Custom or special-order items
- Gift cards
Exchanges
The quickest way to get what you want is to return the unopened item and, once the return is accepted, place a new order.
Refunds
We'll let you know once we've received and checked your return. If it's approved, we'll refund your original payment method within 10 working days. Your bank or card provider may take a few extra days to show the refund.
If more than 15 working days have passed since we approved your return and you haven't received your refund, please contact us at sales@grandhealthcare.co.uk.
Your legal rights
This policy doesn't affect your statutory rights as a consumer in the UK or EU.
Questions? Email sales@grandhealthcare.co.uk or call 01795 597 762.