Returns Policy

Damaged on Delivery – Customer Reporting Process

If your order arrives damaged, we’re here to help. Please follow the steps below to report the issue so we can resolve it quickly:

Step 1: Inspect the Package

  • Upon delivery, check the package and its contents for any visible damage.
  • If damage has occurred please mark the drivers proof of delivery (POD) as damaged
  • Take clear photos of:
    • The outer packaging
    • The damaged item(s)
    • Any shipping labels or documentation

·        Lastly please retain the original packaging

 

Step 2: Contact Our Customer Service Team

  • Reach out to our Customer Service team within 3 days of receiving the delivery.
  • You can contact us via:

 

Step 3: Provide Required Information

Include the following details in your report:

  • Your order number
  • A description of the damage
  • The photos you took
  • Your preferred resolution (e.g., replacement, refund)

 

Step 4: Wait for Confirmation

  • Our team will review your request and respond within 2 business days.
  • We may request additional information or offer a resolution based on our policy.

 

Step 5: Resolution

  • If approved, we’ll arrange for a replacement, refund, or other suitable solution.
  • You’ll receive confirmation and next steps via your chosen contact method.

 

Returns Policy -  Change of Mind

We understand that sometimes a purchase doesn’t work out as expected. If you’ve changed your mind about an item, we’re happy to accept a return under the following conditions:

 

Eligibility for Return

  • The item must be returned within 31 days of the original purchase date.
  • The item must be unused, in its original packaging, and in resalable condition.
  • Proof of purchase (e.g., receipt or order confirmation) must be provided.

 

Return Process

  • Contact our Customer Services team to authorise the return
  • Customers are responsible for organising and covering the cost of return shipping. (We recommend you use a fully tracked service)
  • Please ensure the item is securely packaged to prevent damage during transit.
  • Returns should be sent to the following address:


Igenix

38 Bluestem Group

Ipswich

IP3 9RR

 

Refunds

  • Once the returned item is received and inspected, we will issue a refund to the original payment method.
  • Refunds may take 7 business days to process.
  • Shipping costs are non-refundable.

 

If you have any questions or need assistance, please contact our customer service team at 01473 271272