At Be Bodywise, we want you to be completely happy with your purchase. This policy explains your rights and our process for cancellations, returns, and refunds. Your statutory rights as a UK consumer are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and nothing in this policy affects those rights.
How Can I Cancel My Order?
Because our Website is powered by Shopify, customers are not able to cancel orders directly through the Website after they have been placed. If you wish to cancel an order, you must contact us as soon as possible at support@bebodywise.co.uk, quoting your order number and the reason for cancellation. We will do our best to cancel the order on your behalf before it is fulfilled and dispatched.
Because our Website is powered by Shopify, customers are not able to cancel orders directly through the Website after they have been placed. If you wish to cancel an order, you must contact us as soon as possible at support@bebodywise.co.uk, quoting your order number and the reason for cancellation. We will do our best to cancel the order on your behalf before it is fulfilled and dispatched.
Cancellations can only be processed by us while your order has not yet been fulfilled. Once an order has been fulfilled and dispatched, it can no longer be cancelled, and you will instead need to follow our returns process as described below. If your order has been partially fulfilled, the unfulfilled portion may be cancelled at our discretion, but the fulfilled portion will need to be returned following the process set out in this policy.
We aim to process orders promptly, so please contact us as early as possible if you wish to cancel. We cannot guarantee that a cancellation request will be fulfilled before your order is dispatched, particularly during busy periods.
Your Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving any reason within 14 calendar days from the day after you, or someone you nominate, receive your Products. This is your statutory cooling-off right and applies regardless of whether your order has already been dispatched or delivered.
To exercise your right to cancel, you must notify us clearly before the 14-day period expires by emailing us at support@bebodywise.co.uk with your name, order number, delivery address, and a clear statement that you wish to cancel your order.
Once you have notified us of your wish to cancel, you must return the Products to us within 14 days. You will be responsible for the cost of returning the Products unless they are faulty, damaged, or incorrectly sent. Products must be returned in their original, unopened, and unused condition. We reserve the right to reduce your refund if Products have been handled beyond what is necessary to assess their nature, characteristics, and functioning.
Please note that the right to cancel does not apply to Products that have been opened or used, or where a hygiene seal has been broken, such as skincare and supplement products, as these cannot be resold for health and safety reasons once opened.
How Will I Know the Status of My Cancellation or Refund?
Once we have processed your cancellation, we will notify you by email. If a refund is due, we will send you a confirmation once the refund has been initiated. Refunds to your original payment method typically appear in your account within 5 to 7 working days after we have initiated the refund, though the exact timing may depend on your card issuer or payment provider. We will process your refund no later than 14 days after we receive your returned Products, or after you provide us with evidence that they have been returned, whichever is sooner.
Refunds
Refunds will be issued to your original payment method. Where an order is cancelled before dispatch and payment has not yet been captured, the payment will be voided and no charge will be taken. Where payment has already been captured, a full refund will be issued to your original payment method. We do not issue refunds to store credit unless you have expressly requested this and we have agreed to it.
The amount refunded will include the standard delivery cost you paid at the time of your original order where a full return is made. We will not refund enhanced or premium delivery charges unless the entire order is being returned due to our error.
In rare cases there may be delays caused by your payment provider. If you have not received your refund within the expected timeframe, please contact us at support@bebodywise.co.uk and we will investigate promptly.
Can I Return My Order?
Outside of the 14-day statutory cancellation period, we do not accept returns for change-of-mind purchases. However, in the following circumstances we will arrange a replacement or refund, provided you raise the issue with us within 7 days of delivery:
- Wrong products delivered
- Products missing from your order
- Products delivered in a damaged condition
- Products delivered past their expiry date
To raise a replacement or refund request in any of the above circumstances, please contact us at support@bebodywise.co.uk with your order number and, where possible, photographs evidencing the issue. Our customer service team may request additional information before processing the request. Once a replacement has been approved, a new order will be raised and will be visible in your Order History page.
Faulty or Defective Products
Under the Consumer Rights Act 2015, all Products we sell must be of satisfactory quality, fit for purpose, and as described. If a Product you receive is faulty or does not conform to these standards, you have the following statutory rights:
Within 30 days of purchase, you are entitled to a full refund. Between 30 days and 6 months from purchase, we will offer you a repair or replacement in the first instance. If a repair or replacement is not possible or fails, you are entitled to a full or partial refund. After 6 months, you may still have a right to remedy, but you may need to demonstrate that the fault existed at the time of purchase.
These rights are in addition to any rights you may have under this policy and cannot be excluded or limited by us. To report a faulty product, please contact us at support@bebodywise.co.uk with your order number and a description or photograph of the fault.
Cancelling a Subscription
If you have purchased a subscription, you may cancel it at any time by contacting us at support@bebodywise.co.uk. To avoid being charged for the next billing period, your cancellation request must reach us before your next renewal date. Your cancellation will take effect at the end of your current paid period and we will confirm this to you by email. We do not offer partial refunds for unused days within a subscription period, except where required by law.
If you cancel a new subscription within the first 14 days of signing up, you are entitled to a full refund under the Consumer Contracts Regulations 2013, provided you have not already received and opened any Products dispatched under that subscription.
Miscellaneous
If you paid using a promotional discount or voucher code, any refund will reflect the actual amount paid by you after the discount was applied. Promotional discounts and voucher codes cannot be re-issued once used.
We reserve the right to refuse a refund or return request if we have reasonable grounds to believe it is fraudulent or made in bad faith, or if you have previously abused our returns process.
This policy does not affect your statutory rights. For independent advice on your consumer rights, you may contact Citizens Advice at www.citizensadvice.org.uk or call 0808 223 1133.
Contact Us
If you have any questions about our Cancellations, Returns and Refunds Policy, or if you would like to raise a request, please contact us at:
Email: support@bebodywise.co.uk
Post: Mosaic Wellness Limited, 36 Delaford Road, London, England, SE16 3BS
We aim to respond to all queries within 2 working days.