Applicable to goods purchased via our website only.
1. Delivery Issues
We know how frustrating it can be waiting for a delivery, and we’ll do everything we can to help. Once your order leaves our warehouse, it is in the hands of Royal Mail or Parcelforce, who are responsible for delivering it safely to you.
Before contacting us about a delayed or missing parcel, please complete the following checks, as they resolve most delivery issues quickly.
Check your tracking
Once your order has been dispatched, you’ll receive an email containing your tracking number.
Royal Mail: https://www.royalmail.com/track-your-item
Parcelforce: https://www.parcelforce.com/track-trace
Please also check your email inbox, spam folder and SMS messages, as delivery updates are often sent electronically rather than via a card through your letterbox.
If delivery was unsuccessful
Your tracking may show that:
- Delivery was attempted and a redelivery can be arranged.
- The parcel has been left in a designated safe place.
- The parcel has been delivered to a neighbour.
- The parcel is awaiting collection from your local Post Office or Royal Mail Customer Service Point.
Please follow the instructions shown in your tracking information.
Check with neighbours and around your property
If your parcel is marked as delivered, please first:
- Check any safe places around your property, including porches, sheds, side gates and bins.
- Ask neighbouring properties if they have accepted the parcel.
- Review the tracking information for delivery notes, photographs or GPS information where available.
If your parcel is at a Post Office
Your tracking should confirm where your parcel is being held. Please take your tracking number or delivery card, together with photo ID if required.
Parcels are typically held for up to 18 calendar days before being returned to us. If a parcel is returned because it was not collected or a redelivery was not arranged within the courier’s timescales, we may ask you to pay the cost of postage before the order can be dispatched again.
If your parcel is still missing
If you have completed the steps above and your parcel cannot be located, please contact us with your order number and tracking number. We will open an investigation with the courier where appropriate.
If there is evidence that a parcel has been stolen after delivery, we may ask you to report the incident to the police and provide a crime reference number before a replacement or refund can be considered.
2. Damaged or Past Best-Before Date Products
All items are carefully packed by hand. If your order arrives damaged or past its best-before date, please contact Detox Trading on 01364 388917 or email [email protected] within 30 days of delivery.
Photographic evidence showing the product, its packaging and the shipping label is required before a replacement or refund can be processed.
Products that are within their best-before date, have been stored correctly and remain intact cannot be considered defective solely because of natural differences in taste, texture or appearance.
3. Returns for Other Reasons
If you change your mind, you may return items within 30 days of delivery, provided they are unopened, unused, undamaged and in a saleable condition.
Unless the return is due to our error or a faulty product, the customer is responsible for return postage costs. Refunds for unwanted items will be issued less the original delivery charge paid with the order.
Opened, used or damaged products cannot be refunded unless they are faulty.
Return Address
Detox Trading
Level 5, Hamlyn House
Mardle Way
Buckfastleigh
Devon
TQ11 0NS
4. Incorrect Items Sent
If you receive an incorrect item due to an error on our part, please contact us within 30 days of delivery. We will arrange a replacement or issue a refund if a replacement is unavailable.
5. Natural Product Variation
Many of our products are minimally processed natural foods and botanicals. Variations in colour, aroma, texture and appearance can occur between batches due to seasonal and natural variation. These differences are normal and do not indicate that the product is faulty.
6. Evidence and Fraud Prevention
Photographic evidence is required for all claims relating to damaged goods, incorrect items or products received past their best-before date.
We reserve the right to refuse claims where sufficient evidence cannot be provided or where there is evidence of fraudulent or unreasonable claims.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.