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.
Change of Mind Whilst Your Order is in Transit

If you change your mind after your order has been dispatched and choose to refuse delivery, the order will be returned to us.
Once the returned goods have been received and processed, we will issue a refund less the applicable return delivery charge, which will be deducted from your credit:
  • Small Parcel: £7.50
  • Large Parcel: £30.00

This charge covers the cost of returning the refused order to our warehouse.

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