Refund policy
Returns
For our customers based in the UK:
We hope you’ve decided you love your M+E
But please...
Remember there’s no such thing as a quick fix when it comes to your mental and physical health. Nutrients take their time to reach optimal levels in the body, so being patient really is worth it.
If you are on medication please always check with your healthcare professional before taking any supplement.
Returns
To be eligible for a return
Our 14-day return policy
In accordance with the Consumer Protection (Distance Selling) Regulations 2000 (and amendments) you are entitled to cancel an order and receive a full refund, including the minimum possible costs of postage (for us shipping the order to you), for any items you order, up to 14 calendar days after you receive the item from us.
This applies even if you just change your mind and no longer want an item. The refund will include the minimum postage costs you chose or could have chosen when placing your order. You are responsible for the cost to return the item to us.
The return starts on the date you posted the item back to us, for which you must keep the receipt or a photo as proof.
Your item must be unused and in the same condition that you received it, with the original pouch unopened.
We will not accept returns which have been used or opened (this does not apply to the outer shipping box).
Returns are free with the original packaging.
Please keep the original packaging. On the label there is a Return to address. Please circle this and email a photo of the label and product to us as evidence of your return and then simply post the products in a Royal Mail post box or at your local Post Office.
If you don’t have the original packaging.
For return shipping, we recommend using “Royal Mail 2nd Class Tracked and Signed” as it is a fully tracked, secure service.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live may affect shipping times and therefore can affect the time it will take for us to process your refund.
If you are shipping an item to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
All items must be returned as above or with a tracked service. We do not accept responsibility for any lost or damaged returns sent by the customer.
In the event they are lost or damaged, we will not be required to refund them.
Refunds will not be processed until you receive an email from us confirming we received your return.
After we receive your return, it can take up to 10 business days (depending on your bank) to receive your refund by the same payment method used for the purchase after the refund was issued.
Any questions please email: hello@montgomeryandevelyn.com
All items must be returned as above or with a tracked service. We do not accept responsibility for any lost or damaged returns sent by the customer.
In the event they are lost or damaged, we will not be required to refund them.
Refunds will not be processed until you receive an email from us confirming we received your return.
After we receive your return, it can take up to 10 business days (depending on your bank) to receive your refund by the same payment method used for the purchase after the refund was issued.
Our return address:
M+E Ltd
Forge Cottage
Tidworth
Hampshire
SP9 7UF
It is your duty to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid.
You cannot return items which you have started to use.
In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed.
You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order). Goods which arrive with minor damage will be replaced if there is a reasonable chance that they will be adversely affected by that damage. This can apply to part of an order only. If for instance an order contains multiple items and some are damaged, we will undertake to provide a credit for the damaged items only. If you would prefer not to accept the whole order then you can return it to us, but you will be responsible for the cost of that return.
How to check the status of your return
After we receive your return, it may take up to 10 business days for us to process your refund. Please wait 10 working days before contacting us regarding your refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@montgomeryandevelyn.com
If it has been over 10 business days since your order was delivered to us and you have not received any updates, please contact us via email on hello@montgomeryandevelyn.com with the following information: Order number, Complete name and email address, Return tracking details verifying delivery, and the Item(s) you returned.
If you need further assistance, please email hello@montgomeryandevelyn.com
Our Refund Policy regarding allergic and adverse reactions to products
We at M+E Limited place your health and satisfaction at the forefront of our operations. We take all reports of allergic and adverse reactions to our products with the utmost seriousness. This policy outlines our commitment to diligently investigate any such reported instances while maintaining the confidentiality and privacy of the customer.
We would like to clarify that M+E Limited does not issue refunds based on reports of allergic or adverse reactions to our products.
This is due to the individual nature of allergies and sensitivities. We ensure all our products are clearly labelled with their ingredients, including common allergens, to allow our customers to make informed purchasing decisions.
Consequently, we encourage all customers to carefully review these ingredient lists prior to purchase and consumption, especially if they have known allergies or sensitivities.
We greatly appreciate your understanding in this matter.
In cases where you do get an allergic or adverse reaction, we will do our best to investigate this further as per below:
- Information Disclosure and Consent
To facilitate our investigation, we kindly ask that you provide relevant details regarding the reaction and the product involved.
Please be assured, all the information you provide will be treated with absolute confidentiality and used solely for the purpose of our investigation. We will not disclose any details further without your explicit consent.
2. Procedure for Reporting Allergic Reactions
Please follow the steps below to report an allergic or adverse reaction:
2.1 Provide personal and order details: This includes your full name, order number, and product in question.
2.2 Submit a clear picture of the product with the batch code clearly visible. This will help us trace the specific production batch of the product.
2.3 Detail your reaction: This includes the type of reaction experienced, the time frame between using the product and the reaction, and the professional medical consultation sought after the reaction. If you sought medical attention, kindly provide details of the health professional or establishment involved.
2.4 Please return the product in the original packaging so that we can investigate.
2.5 Your cooperation will significantly aid our understanding of the potential causes, and will contribute to preventing similar incidents in the future.
3. Ingredients and Allergen Information
We wish to remind our customers that the ingredients of each product are comprehensively listed on the product's purchasing page, as well as on the product packaging itself. This includes common allergens. It is your responsibility to check this information prior to purchase and use, to avoid potential allergens.
4. Additional Information Requirement
Please be aware that in certain instances, we may request further evidence, such as a doctor's letter or photographic proof of the reaction. This would be necessary to support your claim and aid in our investigation.
Please contact our Customer Service Team if you need further clarification on this policy.
We sincerely thank you for your cooperation and understanding.
For our customers based in other countries:
Unfortunately, we don’t offer return services to customers outside of the UK yet. In case you want to apply for a refund, please contact our customer care team to assist you at hello@montgomeryandevelyn.com
There are certain situations where only partial refunds are granted.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Incorrect product delivered
Firstly, sorry for getting it wrong.
Secondly, get in touch with us. Take a photo of your delivery and send us an email at hello@montgomeryandevelyn.com.
Then circle the return address on the label and write PLEASE RETURN on the label and then pop it into your nearest letter box or Post Office.
Your correct delivery will be sent out straight away.
Sale items
Only regular priced items may be returned or refunded, unfortunately sale items cannot be returned or refunded.
Exchanges
We only replace items if they are damaged. If you need to exchange it for the same item, firstly take a photo and send us an email at hello@montgomeryandevelyn.com.
Then circle the return address on the label and write PLEASE RETURN on the label and then pop it into your nearest letter box or Post Office.