KOERO Returns & Refund Policy

RETURNS & REFUNDS

We want you to be happy with your KOERO order.

Change-of-mind cancellations

If you purchase from our online store, you may normally cancel your order within 14 days of receiving it. After notifying us that you wish to cancel, you have a further 14 days to return the goods.

To request a return, contact us through our Contact page or at:

contact@koerohealth.com

Please include your order number and the item(s) you wish to return.

Food supplements and opened products

For health, hygiene and product-safety reasons, food supplements that are supplied sealed are not eligible for a change-of-mind return once the product seal or pouch has been opened or broken, where the product is no longer suitable for resale for health or hygiene reasons.

Opening the outer postal packaging does not by itself prevent a return, provided the individual KOERO product remains sealed, unused and otherwise eligible for return.

This does not affect your statutory rights if a product is faulty, damaged, misdescribed or otherwise does not conform to the contract. UK law specifically preserves refund rights for faulty or misdescribed goods.

Bundles

Change-of-mind returns for KOERO bundles should be returned complete, with all products unopened and sealed.

If an individual item within a bundle is damaged, faulty or incorrect, please contact us and we will deal with the affected product in accordance with your statutory rights.

Damaged, faulty or incorrect products

Please contact us as soon as possible if your order arrives damaged, defective, incorrect or not as described.

Where applicable, we may request photographs of the product and packaging to help us resolve the issue.

Nothing in this policy limits your rights under the Consumer Rights Act 2015. Consumers generally have a short-term right to reject faulty goods within 30 days.

Return postage

For ordinary change-of-mind returns, the customer is responsible for the cost of returning the goods unless we agree otherwise.

If the product is faulty, damaged, incorrect or not as described, we will deal with reasonable return costs as required by law.

Refunds

Once an eligible return has been received and inspected, refunds will be issued to the original payment method.

Where the statutory cancellation right applies, refunds are generally due within 14 days of receiving the returned goods, and standard outbound delivery charges must also be refunded where applicable. Premium delivery upgrades do not have to be refunded beyond the cost of standard delivery.