- Free shipment over £75
- Affordable
- Guaranteed quality
- Based on scientific insights
Delivery
All of our orders are sent via a reliable, tracked courier service, currently EVRI. All orders are dispatched within 3 - 5 working days (Monday to Friday), though it is on average quicker than this.
For all deliveries, we encourage customers to specify a ‘safe place’ for delivery at checkout in the Special Delivery Instructions box, even if they think someone will be at home at time of delivery. Please note that if you do not specify a ‘safe place’, the courier may choose one on your behalf.
We expect our courier partners to have systems in place for some time to come as a result of Coronavirus. Please note that couriers may not ask for a signature, and may not be able to enter buildings to drop off parcels. However, some couriers are now asking for signatures again, so please bear in mind you may be asked to sign for your delivery. For more information, Please see the following links: https://www.evri.com/track-a-parcel.
Payments
Please note that upfront payment is required to begin the order process. You will be required to complete the checkout and proceed to our payment processor. If your card is authorised, payment will be taken immediately, and you will receive an order acknowledgement confirming the transaction. If for whatever reason, your card payment is not successful - we will contact you via email to notify you and to see how you want to proceed. Business orders who trade directly with us will be issued with an invoice detailing the payment date. Payment is required by this date in order to start processing your order.
All stored payment methods managed on the www.elan-products.co.uk website are facilitated by our payment partner Stripe. Stripe is certified as a PCI Level 1 Service Provider. https://stripe.com/docs/security
When you choose to store a payment method on www.elan-products.co.uk we never see (or have access to) card data at all, this is all facilitated by an encrypted connection with MOLLIE who securely store your details on our behalf. We use unique keys to identify you as a customer and your payment method, these can only be used in exact combination with each other ensuring that it is impossible for your payment method to be used by any way other than associated with your account.
WHAT INFORMATION OF YOURS DO WE COLLECT?
Name
Address & telephone number
Email address
Password
Name of Treatment Centre
We need to know your name & address so that we can send your goods to you and verify your payment details. We need your telephone number so that you or our delivery partners can quickly contact you in the event of a query with your order, or your delivery.
We need your email address so that we can send order confirmation and other order-related information to you. We may also send you email offers and news.
You can very easily unsubscribe from our offer/ information emails with an email.
Some information we ask for is optional – give us your telephone number and we can call or text about your orders. This is handy when the courier can’t find your address, for example, or if there is a problem with your order.
Refunds and Cancellations
If it's our fault
If an item is damaged or defective, please contact us within 14 days of delivery. We will either refund you for the value of the item, send you a replacement at no extra cost, or offer you a voucher to use on our website, as long as you adhere to the following conditions: Please retain all faulty items and their packaging - this includes the parcel your order arrived in, as we may require photos of this too. Without this evidence we cannot issue refunds or send a replacement. Kindly send these photos within 2 days of having reported a defect or damage. Please note in some cases we may require items to be returned to us. Please take clear, detailed, well-lit photographs (with your camera's 'macro' setting, if needed) showing the problem with every individual item you are dissatisfied with, for our records, and so that we can inspect the damages.
Please note that if your parcel arrives open or damaged, and you are missing items from your order, we will require photographs of the parcel as you have received it. If you do not wish to accept the parcel because of its condition, you can refuse it at the door and ask the courier to return it to us. Please take at least two photos clearly showing the parcel in this instance. If you accept the parcel, please ensure you take at least two photos showing how the parcel arrived, paying particular attention to any parts of the packaging that were damaged. A photo of every item reported as damaged will also be required. Most couriers now take photographs as proof of delivery. A courier may need your door to be open for this. This is to ensure there's no dispute over whether customers were present at the time of delivery. Photos are processed in line with GDPR legislation and used purely for the purpose of proof of delivery. Please ensure you allow a compliant photo to be taken, as any claim for damage (or loss if, consequently, they then cannot leave the parcel and take it away again) will not be admissible. Please note that we scan every item that is packed into parcels as they are being packed, and if items are shown as scanned into your parcel during the picking and packing process, then we will have to submit claims to the couriers if you report them as missing. Please allow up to two weeks for claims to be processed.
We do try to pack orders to protect them from damage, and our containers are designed precisely to be able to withstand impacts during transit without impairing the safety of the food inside. It is best to avoid containers which have significant compression damage on the side seams and round the if the damage allows air to ingress or the contents to leak. If this applies to your containers, please contact us by email, sending photos.
Superficial damage to a product's packaging where the contents themselves are intact is not considered grounds for a refund/replacement.
Please note that we accept no responsibility or liability for any damage to property or person as a result from the delivery of our goods.
How to contact us: [email protected]
If it's been lost in the post.
See "Delivery" below.
Please check and make absolutely certain that you input your delivery address fully and correctly. We will email you an order confirmation - please use this opportunity to check again that you've given us the correct details. Elan accepts no responsibility if you enter an insufficient or incorrect delivery address, and we are unable to refund orders that are lost in the post after being mislabelled. We also are unable to cover the redelivery costs of such orders. We cannot amend delivery addresses once a parcel has been dispatched and are unable to refund the postage cost of sending an order out to an insufficient or incorrect address, or if a parcel is returned to us after delivery has been attempted and the time elapses in which to arrange a re-delivery or collection. So please thoroughly check your details fully before submitting an order. If you're in the UK and your correctly-addressed parcel still hasn't reached you two weeks after dispatch, please get in touch and we will offer you a refund or a replacement.
We encourage customers to specify a delivery address where they are likely to be present to take delivery of their parcel, or where there is someone likely to be present who can take delivery on their behalf. The delivery address doesn't have to be the same as the billing address.
If you want to amend your order:
If you change your mind after dispatch but before receiving your order
We are unable to cancel orders once they have been despatched. Please contact us at: [email protected] for more information on how to return your items. Upon receiving the parcel back, we will happily refund you for the goods but cannot refund the delivery fee.
If you change your mind upon receiving your order
By law, you have a 14-day "cooling off" period which begins the day you receive your goods. You can send any goods back for a refund, provided that they are unopened and in a saleable condition. Please contact us before returning any items. We’ll let you know the address to send them to, and we will be ready to process a refund for the goods after they come back to us. Your postal charges are not refundable if you choose to return goods you have changed your mind about. Please make absolutely certain your goods are packaged extremely safely for their return journey. All items are inspected upon receipt, and we will not be able to refund if goods are not received back in their original state. Orders which are lost/destroyed in the courier's network which have been refused because you no longer wanted them cannot be refunded. It is only acceptable to refuse parcels that are damaged upon arrival. If this is the case, please take a photograph clearly showing the damage before the courier takes it away again. You are responsible for the postal fee for sending back any orders/items you wish to return because you changed your mind. Please obtain proof of posting.
These rules are also detailed on the government's Consumer Rights website.
Promotional Codes, Vouchers, Offers and Discounts
Orders placed without the promotional code, offer or discount applied will not be valid to receive promotional codes, discounts or vouchers retrospectively. All orders will need to be placed with the chosen promotional code, offer or discount already applied to the basket.
ELAN-Products reserves the right to decline any requests to apply promotional codes, discounts or vouchers for orders placed without the relative offer applied, retrospectively.
Promotional codes, discounts and vouchers are only valid for orders placed online, unless stated otherwise.
Healthy Supplies reserves the right to decline orders where, in its opinion, a promotional code, voucher or discount is invalid for the order being placed.
Promotional codes, discounts and vouchers for specific products are only valid for the specific products while stocks last and may be withdrawn at any time.
Only one promotional code, discount or voucher can be used per order, unless stated otherwise.
In the event of product returns, refunds will be given for the total amount used in the original purchase once the discount is applied, where applicable.
Sometimes we run special offers which entitle you to a certain percentage off the cost of your order. Please note that this applies to goods purchased but not to delivery charges.
Products sold as 'Clearance' items may have gone beyond the Best Before date and/or have cosmetic damage to the packaging. For more information, please contact us before purchasing.
Use of Personal Data
By using our webshop, you agree to allow us to collect, store, and process your personal data in accordance with our Privacy Policy. This data may include, but is not limited to, your name, email address, phone number, browsing behavior, and purchasing history. We use this information to enhance your experience on our webshop, provide customer support, and communicate with you about our services, promotions, and updates. Additionally, we may share your data with trusted third parties who assist us in operating our webshop, conducting our business, or providing services to you, as long as those parties agree to keep this information confidential. Your data may also be used for analytical and marketing purposes to improve our offerings. We are committed to protecting your privacy and ensuring that your personal data is handled securely and responsibly. You have the right to access, update, and delete your personal data at any time by contacting us.
Healthy Supplies reserves the right to change these Terms and Conditions at any time.
