Returns & Refund Policy
Hassle free Shopping with KeeDiet®
We're really sorry to hear you want to return your products. If you are new to KeeDiet® and not happy with your first order, don't worry you are covered by our 100% Guaranteed Satisfaction Policy. You have 14 Days from the recorded delivery date to contact us.
To keep it simple for new clients, all you need to do is contact us through our Ticketed Message System with your order number, date of purchase, name and address, products you wish to return (Sale or Clearance items are not included in our Returns Policy) and the reason you want to return the products. We will act prompty and provide you with a Return Authorisation Code, Returns Agreement and the correct address to return of your order. Your returned goods must then be returned to us within the next 14 days. We are unable to accept returns after this time.
We want first time buyers to have peace of mind when they shop with us.
Customer Care TIP: If new to the KeeDiet, before your purchase a large quantity of products. Take advantage of one of our special offers. Purchase our 10 Sample New Client Bundle (first orders only) for just £6.50 or our 28 Sample Diet Box which provides a selection of most of our Meal Replacement Products and a FREE Blender for just £29.75
KeeDiet® Returns Policy forms part of our Terms and Conditions and the information below should be read in conjunction with our Terms & Conditions of Sale. We reserve the right to change this Returns Policy at any time. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise they need to be reported to us immediately, so we can fully investigate.
To start a Returns process contact our Customer Care Team within 14 days of your order arriving through our Ticketed Message System to notify us and request a ARC (Returns Authorisation Code). Without this number we are unable to accept your Return.
Your Statutory Rights
When you shop with us online, your rights are protected under the Consumer Contracts Regulations as well as the Consumer Rights Act.
Right to Cancel
(Please copy these details, add to your message and complete all the information to avoid any delay)
Your right to cancel an order starts the moment you place your order and doesn't end until 14 calendar days from the day you receive your goods. The cancellation period expires 14 days after the day on which you acquired, or a third party acquired (other than the carrier) the goods/parcel/order and this date is taken from the couriers system, confirming that goods have been delivered.
To exercise your right to cancel or request to return your order, you must inform us of your decision in a written statement. Here is a standard request with the information we will require.
I hereby give notice that I cancel my contract of sale of the following goods:
Individual List of products to be returned:
Reason for Return
Name of Customer:
Address of Customer:
Please ensure that the items you are returning are unopened and in any original packaging. Tapes, seals must be in place and products returned in a good condition. We are unable to accept opened, tampered with products/envelopes/boxes. To be accepted by us, unwanted goods need to be in pristine condition with seals unbroken.
Please note we do not accept the return of Clearance items.
If you have any doubts about the new products you are considering purchasing, please initially choose a New Client Bundle if your first order, our 28 Sample Box or a few single packs. We may also sometimes have samples of High Protein or retail boxed flavours and will happily include in an order for you if requested and available.
If free delivery or a reduced delivery cost was applied to your order the standard delivery/dispatching cost will be applied and deducted from the refund due on goods, as delivery is a non-profit courier charge. The returning of goods is the buyers responsibility.
If this is YOUR FIRST ORDER with us, simply contact us as mentioned above. Once we haved received all the above information with your request to return/cancel we will provide all the necessary information required, including the returns address, goods we can accept as returns, refund amount, along with your unique Authorisation Returns Code. Once provided the ARC is valid for 14 calendar days and we must receive your return items within this time. Once we have received and checked your return products we will apply a refund to your payment account as agreed on our email.
If the return you wish to make is NOT YOUR FIRST ORDER with us. The returns process remains the same, simply contact us as mentioned above. We will provide all the necessary information for your return along with our Authorisation Returns Code (ARC) and once we receive your return products will provide a refund to your payment account. A 10% Administration Fee, based on the cost of goods you purchased, or minimum fee of £5.00 is charged for any returns to cover our order processing and service costs.
Please read our Terms & Conditions of Sale for full details
We are sorry to hear that your goods haven't arrived in the expected condition. We pack dispatched parcels to a high standard and are happy to report that damage to goods is very rare. Unfortunately and occasionally damage to goods within a delivery box / parcel may occur and this is due to handling in transit and out of our control. We use the services of a courier company to deliver your goods and rely on them to take care and provide a good service.
Please do allow for some in-transit wear and tear, but if your outer delivery box has not arrived in a good condition and you are concerned, when signing for your parcel please make a note of the condition on the signature screen and then report the issue to us immediately, hopefully with attached images. We can then make our courier aware of our and your dissatisfaction.
If you feel your parcel / delivery box is in a very poor condition and fear your goods inside may also be damaged. Either refuse to accept the parcel, request the drivers number or name and make the driver aware why you are refusing the parcel. Then notify us immediately and we will act to sort the issue as quickly as possible.
We are unable to place a courier claim for damaged outer boxes, however if the goods inside the box have been damaged in transit then please contact us with your name, address, order number and order date and as much delivery information as possible via our Support Ticket system, again attaching images will help with the courier's investigation and quick refund or replacement and we will raise an investigation with the courier.
With lost parcels the quicker we act the better, please notifiy us as soon as possible. Once we have notified you that your order has been dispatched, please track your parcel with the courier. If there is an issue or you are conerned, please contact us through via our Support Ticket system and we will start an investigation. If you have left 'Safe Place' instructions the courier terms and conditions state that this is done so with the Buyer responsible and the courier is not responsible. You may need to contact the Courier direct as we are unable to claim against this loss, however we are always happy to help and will provide any information or open an investigation with the courier for you on your behalf.
We pride ourselves on our quick turn around service, once an order is received, parcels are dispatched quickly throughout the day with booked postal collections. If you have made an error on your order or input the wrong delivery address, please contact us immediately and we will do our best to help!
We will of course amend any order if it has not yet been dispatched, however this may mean a slight delivery delay. Unfortunately if your order has already been handed to the courier, we are unable to make amendments to the order.
Please contact us via the online Support Ticket and we will do our best for you.
Firstly if we have made an error, please accept our sincere apologies, we fully understand the frustration and disappointment this causes. Every care is taken with your order and parcels are checked. We have a great team at the KeeDiet and checking procedure, so thankfully errors are quite rare, but we are not perfect.
Please get in touch with us and we will work to rectify the matter to your satisfaction at no extra cost to you. Once contacted we will ascertain how to best resolve the issue and take into consideration your preferences. This may include you returning the wrong items, issuing a refund for missing items or providing a replacement. We aim to resolve your issue quickly to try and cause as minimal inconvenience for you as possible.
Each of our order packing stations are equipped with a CCTV Camera to confirm staff preparing your order, this also allows us to instantly confirm and determine any errors we have made and rectify quickly.
KeeDiet® take product quality and the service we provide to you very seriously and continually strive to provide a wonderful shopping, ordering, product quality and delivery service. One we are proud to provide and would be happy to receive ourselves.
We improve from both positive and constructive feedback and always welcome our clients comments. Please contact us via our Support Ticket System to discuss any service or product problems you have experienced. If relating to an order or goods received please quote your order number and giving as much detail as possible and attach images if applicable.