We use Stripe (you can also select PayPal if you prefer) as our Secure Payment Processor.
We also accept other methods for Trade & Distributor bulk orders.
Your Credit/Debit card details are never stored on this server; the entire transaction takes place on the Stripe secure server. Stripe & Paypal are two of the worlds leading online payment processors so you can be confident that the security of your transaction is paramount
What Happens after I’ve purchased?
We’ll begin processing your order ready for dispatch as soon as possible after payment.
Who we use – ROYAL MAIL
How long after I place an order do you dispatch?
The order could be shipped the same day, but it is normally within 1 to 2 business days (depending on when the order is placed, size of order etc).
How many days for delivery within the UK?
It depends on Royal Mail (not us) and the postal service you choose to use. For example:
How many days for delivery outside the UK (e.g. to places such as EU , USA, Australia etc?)
It normally takes between 4 and 7 business days for delivery outside the UK. However, this depends on a number of factors, such as potential delays by customs at the destination country, their internal mail delivery timeframes etc
Can we track orders?
Only if you select to have your order posted via the Royal Mail Recorded Signed For delivery service (see below). Outside UK recorded delivery post is only tracked to the UK border, not to a signature in another country (this is Royal Mail policy).
When will I get my order?
(Eg : Christmas) Please be aware that during these periods you may experience delays in Royal Mail Normal Delivery Service depending on the area you live. Please make allowances for this.
***In order for an order to be deemed lost or delayed by Royal Mail we need to wait 8 working days for 2nd Class & 5 working days for 1st from despatch of the original order (not including the day of despatch) before we can reissue a replacement.
Should the original item turn up afterwards, even if delayed, we reserve the right to charge you for the replacement order or request that you return it.
In accordance with Consumer Protection (Distance Selling) Regulations you may return the product for a full refund within 7 days of ordering. To do so the package must be returned unopened and the item/s undamaged/unused. Postage is not refunded. After 7 days the sale is binding and we cannot refund unless the product is actually damaged and has not been used ( Please also see our Extended Returns Policy below )
Your Statutory rights remain unaffected.
Extended Returns Policy
We are confident in the quality & efficacy of our products , so Heilendi offer an extended 30 days refund policy.
If you are not 100% satisfied with the product within 30 days of receipt you can apply for a full refund !
A refund request will be processed through the payment processor via the card you made the purchase with , this may take several banking days to complete & is out of our control once the refund has been initiated.
A refund after the sale but before the item has been received may still be subject to postage & an admin charge if the order has been processed & collected by Royal Mail , as we have to request the item back from Royal Mail this incurs a cost to us , in this case we will refund the difference between the order value & the postage/admin charge.
Returns Process ( Applicable to unused product in original packaging )
1. Request the return by emailing our Customer Service & Sales Department using sales@heilendi.com you will receive a reply giving you a link to our RETURNS FORM, this should be downloaded and fully completed to let us know what you want to do – i.e. exchange or return for a refund. Remember to include the completed form with your product.
2. Please return your goods to the address given on the form, always use an appropriate postal service that reflects the value of the goods. Low value items can be sent via Recorded Delivery, however higher value goods should be sent via Registered Post or other tracked Courier service. All returned goods remain your responsibility until they are signed for by our Warehouse, for high value goods you should consider insuring the item.
3. It can take up to 7 days for us to receive your return, depending on which delivery service you use. Once we receive them, we will inspect and process the goods within 48 hours to ensure you receive what you want as quickly as possible.
4. All refunds will automatically be issued to the same payment method used to make the original purchase.
5. In the event we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
6. In all cases, the items returned must be in their original condition, complete with packaging . All goods will be fully inspected on receipt, if any item is found to be in an unsuitable condition it will be sent back to you.
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