Return Policy

Simple, easy returns

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.

When you receive your item, you must check it as soon as possible following receipt and always before use. Your right is to change your mind. We’ve all done it, ordered something and then realised later that it is no longer needed. You have 14 days to return your order under our 14 day return period policy, which starts on the day after you received the item. It’s so simple, please follow the steps set out below (please see the section headed ‘Returns and Refunds’) All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it /inspecting it eg. please ensure that any security seals or tags are still intact.

Wrong item received

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

Damaged or faulty items

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns Policy for faulty items upholds your statutory rights.

Item not received

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched.

Your statutory rights

Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06. What to do to return your item to us Contact us through your account via our online message centre or call us on 0044 (0) 161 8131487 You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to Please package the item securely and include inside the package your order number, name and address Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item. Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

What we’ll do next

All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item. Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item.

Return of replacement goods

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.

Cost of returning items

Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.

Please contact our customer service representatives at team@boxdhealth.uk or by post at PO Box 71600, London, SE6 9QX.

 

Delivery Options

1. Standard Delivery: The delivery will be fulfilled on working days (from Monday to Friday). Orders usually ship within 1-2 working days depending on payment confirmation and your selected delivery address and availability of your items in the warehouse. Standard delivery is £2.99.

2. Next Working Day Delivery: To get delivery on the next working day, you will need to receive your Order Payment Confirmation by 16:00 GMT, on Monday to Friday. Please refer to the timings below to see when your item will arrive:

  • Order Payment Confirmation before 16:00 GMT, Monday to Friday; Take delivery next business day;
  • Order Payment Confirmation after 16:00 GMT, Monday to Thursday; Take delivery two business days later
  • Order Payment Confirmation on Saturday or Sunday Take delivery on the following Tuesday

3. Where available, you can choose a scheduled delivery method for your shipment, like Home Delivery, Pickup Point Service;

4. You will also find the applicable delivery costs at the order checkout when you purchase online, on the Order Confirmation;

5. The Product(s) will be delivered to the delivery address you specify in your order. Signature may be required to receive your item;

6. If you have not received the Product(s) within the estimated delivery time specified in the dispatch confirmation, you should contact us via our website or by email.

7. Orders can be delivered only in the United Kingdom (excluding Jersey, Guernsey and Isle of Man). We don’t yet support cross border delivery.

Text Notifications

Our courier will send updates by email, so you can stay updated on your delivery or pickup order. The number of messages you’ll receive will vary depending on the orders you placed.

Once your order leaves our warehouse, our courier will send you an email notification. This will include your tracking number and a link to the tracking or pickup store information. Our courier will also send you a text on the day of delivery, depending on your selected delivery method, country and carrier. You may receive between 1-2 email notifications per item on your order.

Change Order

Once your order has been prepared for dispatch or has been dispatched, we may be unable to change the delivery address. If the order is with the carrier you can contact them directly and they will amend your delivery address where possible.

If you have not received your dispatch notification email, please contact BOXD Customer Service.

Tracking Order

For carrier deliveries you can track the status of your order at any time via the online Order Status.

On the Account page you can view the current status of your order, view the items ordered, see estimated dispatch and delivery times, and track your delivery.

 

Delivery Information

If you fill in the wrong delivery data, it might cause delay or a missed delivery.

If your order is being delivered to a business address, please be advised that our carrier will deliver to a mailroom or delivery point and will request a signature from the mailroom supervisor; our carrier does not require a signature specific to the order details.

If you provide a home address which has a reception or concierge service, our carrier will deliver to the concierge. The concierge can sign for the delivery as long as they have a fixed location in the reception or within the building.

 

Questions about your orders

Missed a delivery?: In the event that no one is available at the address at the time of delivery, a note will be left to advise you whether your order has been left in a safe place, such as a neighbor, or if you need to contact the carrier to arrange a new delivery time.

If the estimated delivery date showed in your dispatch email has passed and you have not received your parcel, please contact the BOXD Team. We will investigate with the carrier and strive to deliver your order as soon as possible.

Damaged orders: If your item is damaged when you receive it, you can refuse the delivery. If you only find damage after receiving the delivery, please contact BOXD Customer Service. In the event of a damaged delivery, BOXD will contact the delivery service directly to resolve the issue as quickly as possible and with the least inconvenience to you. We will make every effort to keep you informed of the progress of our investigation and to provide you with a replacement.

 

Free Delivery on orders over £50

Spend over £50 to get free standard delivery on your order.

14-days return

If you don't like what you've ordered, send us back the remainder of your sachets/pouches unopened and we'll give you a full refund or replacement.

Online support

Chat with us between 9:00-18:00 for quick responses to your questions.