Our Returns Policy forms part of, and must be read in conjunction with, our Terms of Service. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 01.02.2020.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Before attempting to return an order you will need to contact your assigned Registered Nutritionist at The Diabetes Reversal Company to explain why you would like to return the item(s).

Your Statutory Rights

Our returns policy does not affect your statutory rights.

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

Right to Cancel your Subscription

You have the right to cancel your subscription with The Diabetes Reversal Company. You must give us one month notice to cancel your subscription.

To exercise your right to cancel, you must inform us of your decision to cancel this contract by a clear statement. You may use the example model cancellation form below, but it is not obligatory.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

Effects of Cancellation

If you cancel your subscription, you will no longer receive further clinical support from the clinicians at The Diabetes Reversal Company and will no longer be able to purchase our products unless you restart your subscription.

Model Cancellation Form

To: The Diabetes Reversal Company Ltd, 52 Mollison Drive, Wallington, SM6 9BY

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on:
Order Number:
Name of Customer:
Address of Customer:
Signature of customer (only if sent by paper):
Date:

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible. 

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us through your account using the online message centre.

Please provide details of the fault and attach all photographic evidence to your message.

Our team will review your message and aim to resolve within 24-48 hours. You will be asked to provide batch or serial numbers and return the damaged item in line with our quality assurance policy. All such returns should be marked for the attention of the The Diabetes Reversal Company Ltd. and sent to the address detailed below.

Please note that some investigations can take longer if the product is externally sourced.

How do I arrange a return?

Please contact our Customer Service team to arrange your return. All returns must be within 14 days.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Exclusions

If an item is opened, or not in pristine condition e.g. squashed or otherwise damaged, then we are unfortunately unable to accept your return.

If you have purchased an individual item, then this item may be returned provided that the item is unopened, in pristine condition and in no way damaged.

If you have purchased any multi-week pack, box of 56 or box of 112 and have already consumed some of the items, we are unfortunately unable to accept your return.

The above exclusions do not affect your statutory rights.

Free gifts

If you received a free promotional gift when placing your order and are returning that order, then you may keep the free gift.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
1. If we sent you the wrong item
2. Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer experience representatives via your Registered Nutritionist or by post at Customer Experience Department, The Diabetes Reversal Company, 52 Mollison Drive, Wallington, SM6 9BY.