At Tonvara Natural Supplements we have implemented a full and straightforward refunds and returns policy, which isn’t exhaustive in content so feel free to contact us with any queries.
We are sure you will be pleased with your purchases from Tonvara Natural Supplements. However, there may be occasions when you will need to return items to us. Our straightforward policies and procedure for such eventualities are set out below.
Items damaged in transit or considered faulty on arrival
If any items were damaged in transit or are considered faulty, we ask that you report it to us within 7 working days. If the items are visibly damaged on receipt, where appropriate, it is best to sign the carrier's delivery note accordingly. Items should be returned unopened and in their original packaging complete with all accompanying documentation and with a note to inform us if the carriers documentation was signed as "damaged on arrival". Note that "unopened" infers that no further attempt has been made to open any packaging beyond the damage evident on arrival. Please also note that in order to reduce frivolous claims, we reserve the right to initiate a claim for reimbursement from the original carrier where this is possible, and entirely at our discretion, any subsequent refund may be proportionate to the success or otherwise of such a claim.
Once received back into our warehouse, provided the above conditions are met, we will issue a replacement or full refund as appropriate. A refund will be made via your original payment method and will include, entirely at our discretion, your reasonable return carriage costs as well as any carriage costs paid by you for us to ship your original order. Refund of shipping costs is limited to faulty or damaged goods only. See below for additional terms for other returns.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) (applies to UK/EU only) you can do so provided you inform us of your decision within 10 days of receipt and the goods are in a resaleable condition. Beyond this timeframe, refunds (including those under any guarantee offer) will be entirely at our discretion and in most cases will not be refunded.
For example, for hygiene reasons, we cannot accept goods back for any kind of refund if you have opened the product and used it and:
1. do not like the taste.
2. perceive that although the product performed as intended, that performance is personally considered to be adverse for any reason.
3. decide that the price you paid was not commensurate with your perceived value of the product.
Resaleable means the flat bottle must have its cap and foil seal intact and the pack must bear the complete original labelling. The item must not be used and must be 'as new' when returned to us. Once you have informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at our premises, we will issue a full refund for the product to your original payment method minus our original shipping and handling costs.
All decisions made by us concerning any final outcome with reference to refunds and returns are final and binding.
Placing a valid order on this site is deemed as acceptance of these and all other policies and conditions on this site and to any subsequent amendments or additions to those policies.
For clarification, queries and to notify us of intent to invoke any of these polices, please email us.