If you receive a faulty or damaged product, please do NOT dispose of the product. If the product is disposed of, Refine Group will not be able to refund or replace the product. We cannot accept any returns that come back without secure packaging. Please contact us via telephone: 01617061247 and email: email@example.com so that we can advise you with the next steps.
We will not be able to accept any returns, unless the item is deemed faulty, incorrect, or damaged. Due to the nature of the products, once products have left our supply chain, we are unable to ensure that the products are of acceptable quality and have been stored as per manufacturer’s advice. Apologies for any inconvenience caused.
Once an order has left our warehouse, we are not responsible for any changes made by the customer to the courier service. We strongly advise that you are in on the day of delivery, and do not select to leave the parcel in a safe place, due to the nature of the products.
Any products that are returned to Refine Group by the courier will automatically be refunded. The courier will attempt to deliver 3 times. If they are unable to deliver, they will return the product to us. This will result in an automatic refund of the purchase. If you still require the products, you will need to place another order.
We encourage you to purchase Parcel Protection, which is an additional £7. This covers your order when in the hands of the courier. If your item is lost or damaged, and you have taken out Parcel Protection, Refine Group will send out a replacement ASAP.
If your parcel is lost, damaged, or delayed, and you choose not to take out Parcel Protection, you will need to open an investigation with DPD. This can be a lengthy process, sometimes taking several weeks, with no guarantee of the full refund. DPD will only insure your parcel up to the value of £100, if Parcel Protection isn’t chosen. This is DPDs policy, and the refund will come from DPD, not Refine Clinical Wholesale. You can choose Parcel Protection at the checkout.
We highly recommend that customers purchase this additional cover, as we will immediately send out a replacement if the parcel is lost and parcel protection is chosen.
PLEASE NOTE: During busier times of the year, we cannot always ensure that the courier will deliver your parcel during the chosen time slot. This is out of our hands and control, though we will always try our best to ensure that your parcel is sent out and received on time.