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Returns/Cancellation

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

 

1.   Cancelling your Order

1.1  ~ Consumers:  We operate a very quick order processing service, therefore advise we are not always in a position to cancel your order.  If you have placed an order and now wish to cancel, simply call us on 01255 317121 or email  sales@thekeediet.co.uk as soon as possible and hopefully before we dispatch, providing us with all the relevant details. There is no fee incurred for a cancelled order, our emails and messages are checked regularly throughout business hours, but there is no guarantee that we can cancel your order before dispatchment.

If your order has already been dispatched, then we are unable to cancel your order, but will firstly try to retrieve your parcel, if successful no return postal fee is normally incurred.

If your parcel/order has been dispatched and either retrieved, refused at the delivery point or the has been left or delivered, it becomes a "Return" and conditions below are necessary and are followed.  

We will of course keep you informed and updated throughout the cancellation/returns process and once completed any fees incurred and our administration fee will be deducted from the amount due to be refunded to your account.

1.2  ~ GOLO Carb UK Ltd (The KeeDiet®) reserve the right to cancel any order from the time placed up until the order has been delivered.  A full refund will be made to the consumer.

 

2.   Returns

2.1 ~ Distance Selling Regulations state that food products and perishables are not included in the Regulations and are excempt, you therefore do not have the right to return.  However, in good faith and as a gesture of goodwill, if the conditions below are met and the correct returns criteria followed we will consider accepting your order as a returned item.   Only a complete, unopened parcel/order will be considered.

2.2 ~ If you change your mind we will provide you with the right to return your order within 14 days of receipt, this is taken from the recorded date on the courier’s delivery system. Sale items are non-refundable.

2.3 ~ We reserve the right to revoke our offer to accept a returned parcel at any time. The decision to offer a refund remains at our discretion right up until we formally accept your returned parcel/order as “Checked & Agreed” in a confirmation email. Until this time the parcel/order remains the property and responsibility of you the consumer. 

2.4 ~ If you wish to send your parcel/order back for a refund it must be returned unopened, with tapes not tampered with, complete with all items present in the same condition it was received.  To arrange the return of your complete order please call 01255 317121 or email us sales@thekeediet.co.uk and you will be provided with a Authorised Return Code (ARC), this code is valid for 14 working days.  If the 'returned' goods are not received within 14 working days, we may be unable to accept your goods for refund/replacement.

2.5 ~ Any order received as a “Return” that we believe has been damaged, opened, interfered or tampered with in any way, or any goods returned without our agreement and not marked with our Authorisation Return Code (ARC) will not be processed as an “Agreed Return” nor will the parcel be returned to you and we reserve the right to refuse your parcel/order for refund,   If we refuse your parcel/order for a refund you will be informed and any collection/delivery cost to recover your order/parcel is your responsibility.  The parcel/order remains your property and will be held by us for 30 days before being destroyed. 

2.6 ~ Partial orders will not be accepted as Returns.  Only complete orders will be accepted if meeting our conditions of Return.

2.7 ~ If an order is ‘Returned’ and accepted a 10% Administration fee based on the cost of goods ordered is deducted from any refund.  This is to cover cost incurred to process and present your order.

2.8 ~ If you change your mind you will be liable to pay for the delivery postage and for returning the goods to us.  You should ensure your returned items are sent by a recorded or signed for service. Once delivered, the goods become your property and we will not be able to refund any orders that do not reach us.

2.9 ~ We do not offer an exchange of unwanted flavours due to Health & Safety Regulations and possible tampering; therefore we recommend that you buy samples or our VLCD Taster Pack before purchasing large quantities.  However, to assistance in this eventuality we offer a Swap Shop for clients to use on our KeeMeAbout Forum.

2.10 ~ We will cover the cost of all postage if we send you the wrong items.

2.11 ~ This returns policy does not affect your statutory rights under the Distance Selling Regulations