Returns & Refunds

1. Your right of withdrawal (consumers)

If you are a consumer (buying for purposes outside your trade, business or profession), you have the right to withdraw from your contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party you indicate (other than the carrier), take physical possession of the goods. If your order arrives in several parcels, it expires 14 days after you receive the last one.

This right is required by law for consumers in the United Kingdom, the European Union and Norway. We extend it on the same terms to consumers in Switzerland.

2. Exception: unsealed items

The right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons, if they have been unsealed after delivery.

Our products are supplied in sealed vials. Once a vial’s seal has been broken or removed, that item can no longer be returned under the right of withdrawal, because its integrity, purity and freedom from contamination can no longer be verified and it cannot be supplied to anyone else. Sealed, unopened items remain fully returnable within the 14-day period.

This exception does not affect your rights if an item is faulty, damaged or not as described (see section 5).

3. How to withdraw

To withdraw, tell us of your decision by a clear statement — for example, an email to office@ascendwellness.shop or a letter to 21 Villa Road, Stanway, Colchester, Essex CO3 0RH, England, United Kingdom. You may use the model withdrawal form below, but you do not have to. To meet the deadline, it is enough to send your notice before the withdrawal period expires.

4. What happens after you withdraw

We will refund all payments received from you for the withdrawn items, including the standard delivery charge, without undue delay and no later than 14 days after the day we are informed of your decision. We refund using the same payment method you used, unless you expressly agree otherwise, and you will not be charged any fee for the refund. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

Your payment was processed in US dollars, so the refund is made in US dollars to the original card or payment method, and the amount credited in your own currency may differ from the original debit because of exchange-rate movements or fees applied by your bank.

Please send the goods back to 21 Villa Road, Stanway, Colchester, Essex CO3 0RH, England, United Kingdom without undue delay and no later than 14 days after the day you tell us you are withdrawing. The deadline is met if you send the goods before the 14 days expire. You will have to bear the direct cost of returning the goods. Returns from outside the United Kingdom may need a customs declaration; please contact us first and mark the parcel as returned goods.

You are only liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Inspecting the outer packaging and labels does not affect your right to return a sealed item.

5. Damaged, incorrect or faulty items

Please check your order when it arrives. If anything is damaged, missing, incorrect or faulty, email us with your order number, the lot number and photographs of the outer packaging, the label and the item. Telling us within 7 days of delivery helps us claim from the carrier, but it does not shorten your statutory rights.

Please do not return items before contacting us. Where an item is damaged, incorrect or faulty, we will replace it or refund it, including the original delivery charge, and we will cover any return costs we ask you to incur. For items sent in error we may not need them back.

If you believe a lot does not match its certificate of analysis, send us the lot number and your analytical data. We will investigate and, if the lot is confirmed not to conform, replace or refund it.

As a consumer you have statutory rights for goods that are faulty or not as described — in the United Kingdom under the Consumer Rights Act 2015, and in the EU and EEA under the legal guarantee of conformity, which generally lasts at least two years from delivery. Nothing in this policy affects those rights.

6. Parcels that do not arrive

If your parcel has not arrived within the estimated delivery time on our Shipping page, contact us and we will trace it with the carrier. If it is confirmed lost in transit, we will send a replacement or refund you in full. Parcels detained, seized or returned by customs are covered by section 9 of our Terms & Conditions.

7. Business buyers

If you are buying for business purposes, the statutory right of withdrawal does not apply. Please report damaged, incorrect or non-conforming items within 7 days of delivery and we will replace or refund them as described in section 5.

8. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.