RETURNS & REFUNDS POLICY
EverWell Health Ltd
Last updated: June 2025

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At EverWell Health, we are committed to your satisfaction. Whether you are ordering health test kits, supplements, consultations, digital programmes, or an EverWell Connect membership, we aim to deliver high-quality products and services with transparency and fairness. Below you will find our full returns and refunds policy, aligned with UK consumer rights law.

1. YOUR RIGHT TO CANCEL (UK CUSTOMERS)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers have the right to cancel and return their order within 14 days of receiving it, provided the items meet the conditions set out below.

This applies to most physical goods, including test kits and supplements that are unused and unopened.

2. PRODUCT-SPECIFIC RETURN AND REFUND CONDITIONS

HEALTH TESTING KITS

You may request a refund within 14 days of delivery if the kit is unused, unopened, and unregistered with the laboratory.

If the test kit has been opened, a sample collected, or the kit registered with the laboratory, it becomes non-refundable due to hygiene, regulatory, and medical safety reasons.

A £19 processing fee will be deducted from any eligible refund to cover the cost of the non-reusable kit components.

Please do not return testing kits by post. We are unable to accept returned kits once dispatched, even if unused.

SUPPLEMENTS

Unopened supplements may be returned within 14 days of delivery for a full refund.

Opened or used supplements are non-refundable unless proven to be defective or damaged upon receipt.

Return postage is the customer's responsibility unless the item is faulty or not as described.

CONSULTATIONS AND COACHING

Appointments may be cancelled or rescheduled with at least 24 hours' notice for a full refund.

Cancellations made with less than 24 hours' notice, or missed appointments, are non-refundable.

For EverWell Connect members, coaching delivered via asynchronous messaging through Practice Better does not require booking and is not subject to appointment cancellation terms. Please refer to your EverWell Connect Membership Terms and Conditions for the full cancellation and refund policy applicable to your membership.

DIGITAL WELLNESS PROGRAMMES

Digital content, including courses, downloads, or access-based products, is non-refundable once accessed, downloaded, or logged into, unless the content is faulty or materially misrepresented.

EVERWELL CONNECT MEMBERSHIPS

EverWell Connect is an annual membership with a 12-month minimum commitment. Refund and cancellation terms for EverWell Connect memberships are governed exclusively by the EverWell Connect Membership Terms and Conditions, available at everwellhealth.co.uk.

In summary:
- You have a 14-day statutory cooling-off period from the date of enrolment
- Monthly plan payments are non-refundable once a membership month has commenced or a review has been generated
- Annual upfront memberships are non-refundable under any circumstances
- Early termination during the minimum term is only available in exceptional circumstances as defined in the membership terms
- The cost of a completed blood screening is non-refundable under any circumstances

If you have a question about your Connect membership specifically, please contact us at info@everwellhealth.co.uk.

3. INTERNATIONAL ORDERS

We ship internationally and do our best to support all customers. However, due to customs restrictions and logistics, we are unable to accept change-of-mind returns for international orders at this time.

If you receive a faulty, damaged, or incorrect item, please contact us immediately. We will work with you to resolve the issue with a replacement, credit, or refund where appropriate.

4. HOW TO REQUEST A REFUND

To request a refund, please email us at info@everwellhealth.co.uk from the email address associated with your order. Please include:

- Your full name
- Your order number or purchase date
- The item or service you are requesting a refund for
- The reason for your refund request

We will acknowledge your request within 2 working days and aim to provide a decision within 5 working days.

5. RETURN INSTRUCTIONS (SUPPLEMENTS ONLY)

If your item is approved for return, we will provide return instructions and a return address by email.

Please do not send items back without contacting us first. Unauthorised returns may not be processed or refunded.

Customers are responsible for the cost of return postage unless the item is defective or not as described.

6. REFUND TIMELINES

Refund requests for eligible items must be submitted within 14 days of receiving your order.

Approved refunds will be processed to your original payment method within 5 to 10 business days of approval.

We do not issue refunds once a test sample has been registered or received by our laboratory partner.

We reserve the right to decline refund requests that do not meet the conditions set out in this policy.

7. CONTACT US

If you have any questions about your order, returns eligibility, or any of our services, please get in touch.

Email: info@everwellhealth.co.uk

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EverWell Health Ltd | Company No. 15324141 | info@everwellhealth.co.uk