Return & Refund Policy
At Moosavia Homeo Consultants, your satisfaction is our priority. We understand that sometimes things don’t go as planned, and we’re here to make the returns process as simple and straightforward as possible.
1. Our Returns Promise
We want you to shop with confidence. If you are not completely satisfied with your purchase, you may return most items within 14 days of receipt for a full refund or exchange, provided the items meet the conditions outlined below.
2. Conditions for Returns
To be eligible for a return, please ensure that:
✅ The item is unused, unopened, and in its original packaging
✅ All seals, labels, and tamper-evident packaging are intact and undamaged
✅ You include the original receipt or proof of purchase (order confirmation email is acceptable)
✅ The return is initiated within 14 days of receiving your order
✅ All seals, labels, and tamper-evident packaging are intact and undamaged
✅ You include the original receipt or proof of purchase (order confirmation email is acceptable)
✅ The return is initiated within 14 days of receiving your order
3. Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned once opened or used:
❌ Opened or partially used homeopathic remedies, herbal tinctures, or Bach Flower remedies
❌ Items with broken seals or damaged packaging
❌ Products that have been stored improperly after delivery
❌ Gift cards or promotional vouchers
❌ Any item not in its original condition or missing parts for reasons not due to our error
❌ Items with broken seals or damaged packaging
❌ Products that have been stored improperly after delivery
❌ Gift cards or promotional vouchers
❌ Any item not in its original condition or missing parts for reasons not due to our error
4. Damaged or Faulty Items
We take great care in packaging your orders, but if you receive an item that is:
- Damaged in transit
- Faulty or defective
- Incorrect item sent by mistake
Please contact us within 48 hours of delivery with photographs of the damaged item and packaging. We will arrange a replacement or full refund at no additional cost to you.
5. How to Return an Item
Since we are a mail-order company only and do not offer collections, all returns must be sent by post.
Step 1: Contact us via email at
moosavia.consultants@gmail.com or telephone at 07825 762824 to notify us of your return. Please include your Order ID and reason for return.
Step 2: We will provide you with a Return Authorisation Number and the return address.
Step 3: Securely package the item in its original packaging (where possible) and include your order details inside the parcel.
Step 4: Send the return via a tracked delivery service. We recommend keeping your proof of postage until your refund is processed.
⚠️ Please Note: Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly sent.
6. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 5–7 working days and credited to your original method of payment.
- Partial refunds may be granted if the item is not in its original condition, is damaged, or missing parts for reasons not due to our error.
- Shipping costs are non-refundable unless the return is due to our error (faulty/damaged/incorrect item).
7. Exchanges
If you wish to exchange an item for a different product or potency, please follow the returns process above and place a new order for the desired item. This ensures faster processing and availability.
8. Late or Missing Refunds
If you haven’t received your refund within 10 working days of our approval notification:
- Check your bank account or payment method again
- Contact your credit card company or bank — processing times may vary
- If you’ve done all of this and still have not received your refund, please contact us at
9. Your Statutory Rights
This Return & Refund Policy does not affect your statutory rights under UK consumer law, including your right to cancel an order under the Consumer Contracts Regulations 2013 (14-day cooling-off period for online purchases).
For full details of your statutory rights, please visit the UK Government Consumer Rights website.
10. Contact Us
If you have any questions about our Return & Refund Policy, please don’t hesitate to get in touch:
📧 Email: moosavia.consultants@gmail.com
📞 Telephone: 07825 762824 (Monday – Friday, 9am – 5pm)
💬 Live Chat: Available on our website
📞 Telephone: 07825 762824 (Monday – Friday, 9am – 5pm)
💬 Live Chat: Available on our website
