Refund policy

1. RETURNS POLICY

1.1 14-Day Return Policy (Hardware Only)
We offer a 14-day return policy for hardware products only. You have 14 days from the date of delivery to request a return.

Due to hygiene and safety regulations, cellular hand gel and other consumable personal care products cannot be returned once shipped, unless defective or damaged.

1.2 Return Conditions
To be eligible for a return, your hardware item must be:

  • Unused
  • In the same condition as received
  • In its original packaging
  • With all tags, accessories, and documentation
  • Accompanied by proof of purchase

2. HOW TO START A RETURN

To request a return, please contact:

enquiries@hygiactivia.com

If your return is accepted, we will provide:

  • Return instructions
  • A return shipping label (where applicable)

Returns must be sent to:

King St, Manchester, M2 4NH, United Kingdom

Items returned without prior authorisation will not be accepted.

3. DAMAGES & ISSUES

You must inspect your order upon delivery and contact us immediately if:

  • The item is defective
  • The item was damaged during shipping
  • You received the wrong item

We will assess the issue and provide an appropriate resolution.

4. NON-RETURNABLE ITEMS

The following items are non-returnable unless defective:

  • Cellular hand gel and personal care products
  • Custom or personalised products
  • Sale items
  • Gift cards

For hygiene and safety reasons, personal care products cannot be returned once shipped if opened or unsealed.

5. EUROPEAN UNION COOLING-OFF RIGHTS

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days without justification.

To qualify:

  • The Product must be unused
  • In original packaging
  • With all accessories and proof of purchase

Please note: hygiene-sealed Products may be exempt from this right if opened.

6. REFUNDS

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Processing time: up to 10 business days

Additional time may be required by your bank or payment provider.

If more than 15 business days have passed since approval, please contact us.

7. PRE-ORDERS / RESERVED PRODUCTS

Some Products are offered on a pre-order or “reserve” basis due to limited production availability.

By placing a pre-order, you acknowledge that:

  • The Product may not yet be manufactured or in stock
  • Your order secures a place in a production and fulfilment queue
  • Dispatch will occur once inventory becomes available
  • Estimated shipping windows are indicative only and not guaranteed

8. PRE-ORDER PAYMENTS & CANCELLATION

8.1 Payment
Payment for pre-orders is taken at the time of purchase to secure your allocation.

8.2 Cancellation Rights
You may cancel a pre-order within 14 days of placing the order, provided it has not yet been dispatched.

After this period, we reserve the right to decline cancellation requests where production or allocation has been committed.

If a cancellation is accepted, a refund will be issued.

9. PRODUCTION & FULFILMENT

Pre-orders are fulfilled based on production and inventory allocation.

Delays may occur due to:

  • Manufacturing timelines
  • Supplier or material constraints
  • Logistics or global supply chain disruptions

We will make reasonable efforts to communicate significant delays.

10. SHIPPING POLICY

10.1 Order Processing
Orders are processed after payment confirmation.
Pre-order items are dispatched once available.

10.2 Shipping Carrier
All orders are shipped via DPD or an equivalent courier.

10.3 Delivery Times
Delivery timeframes apply only after dispatch and are not guaranteed.

10.4 Shipping Delays
Delays may occur due to:

  • Carrier issues
  • Weather conditions
  • Customs clearance
  • Peak demand periods

11. DELIVERY RESPONSIBILITY

Customers are responsible for:

  • Providing accurate delivery details
  • Ensuring availability to receive the delivery

We are not responsible for:

  • Incorrect address submissions
  • Failed delivery attempts
  • Packages confirmed as delivered by the courier

12. INTERNATIONAL SHIPPING

Customers are responsible for:

  • Import duties
  • VAT
  • Customs fees

These are not included in the purchase price and may cause delays.

13. BATCH FULFILMENT & SPLIT SHIPMENTS

Orders may be fulfilled in production or inventory batches.

We reserve the right to:

  • Ship orders as stock becomes available
  • Split orders into multiple shipments where necessary

14. FRAUD PREVENTION & CHARGEBACKS

We reserve the right to investigate and challenge fraudulent chargebacks.

Evidence such as:

  • Order confirmation
  • Tracking data
  • Delivery confirmation
  • Policy acceptance

may be submitted to payment processors.

15. CUSTOMER RESPONSIBILITY

Customers are responsible for reviewing product descriptions and usage guidance before purchase.

We are not responsible for dissatisfaction resulting from incorrect product selection or misuse.

16. STATUTORY RIGHTS

Nothing in this policy limits your rights under applicable consumer protection laws, including:

  • UK Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013

17. ACCEPTANCE OF POLICY

By placing an order on www.hygiactivia.com, including pre-orders, you confirm that you have read, understood, and agreed to this policy.

You acknowledge:

  • The non-returnable status of personal care products
  • The 14-day hardware return window
  • The pre-order allocation and waiting system
  • The potential for production and delivery delays