Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel from the day you receive your order.

Returns Policy

Last updated: 11 August 2026. This Returns Policy explains your right to cancel and return an order for CoQ10 200 placed through balmevo.info with Balmevo Health Ltd (company number SC394821), of 22 Princes Street, Edinburgh, EH2 2AN, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. It sets out, section by section, the scope of the policy, the information we collect to process a return, how long we keep return records, and exactly how to start a return.

1. Scope of this returns policy

This policy applies to every order for CoQ10 200 placed through the order form on balmevo.info and confirmed by telephone, and it covers both cancellation before dispatch and withdrawal after delivery. It applies equally to orders paid for by cash to the courier and orders paid for by card to the courier, since payment method does not affect your underlying statutory rights. It does not apply to any product that is not sold through balmevo.info, and it does not override any additional goodwill arrangement we may offer on a case-by-case basis, which would only ever add to, never reduce, the rights described here. Where a specific term of this policy conflicts with a mandatory statutory consumer right, the statutory right takes precedence.

2. Information we collect to process a return

To process a return we need your name, the delivery address the order was sent to, your order date or approximate order date, and a contact telephone number or email address so that we can confirm collection or return arrangements with you. If you are returning the product because it arrived damaged or faulty, we may ask you to describe the fault and, where practical, to provide a photograph, which helps us investigate with the courier or our supplier without needing to delay your refund. We do not need your payment card details to process a return, because payment on delivery is made directly to the courier and any refund is arranged separately, typically by bank transfer, once we confirm the return is valid. Information collected during a return is used solely to process that return and to maintain accurate accounting records.

3. Legal basis for processing return information

We process the personal information described above on the basis of performing our contractual obligations to you once you exercise a right of cancellation or withdrawal, consistent with Article 6(1)(b) UK GDPR, since handling a return is a necessary continuation of the contract formed when your order was confirmed. Where we retain records of a completed return for accounting purposes, we rely on our legal obligation to keep business records under UK tax law, consistent with Article 6(1)(c) UK GDPR. Where you provide optional supporting information, such as a photograph of a damaged pack, we process this on the same contractual basis because it helps us resolve your return fairly and efficiently. We do not use return-related information for marketing purposes.

4. Retention of return and refund records

Records relating to a return, including the reason given, any supporting photograph, and the outcome, whether refund, replacement or rejection, are retained for six years from the end of the financial year in which the return was processed, in line with HM Revenue & Customs record-keeping requirements for accounting documents. Bank details you provide solely for the purpose of receiving a refund are retained only for as long as necessary to complete that refund and are then deleted from active systems, though a record that a refund was made, without the underlying bank details, is kept as part of the six-year accounting record. Photographs submitted to support a damaged-goods claim are retained for two years from the date the claim is resolved, after which they are deleted unless a related dispute is ongoing. If you ask us to delete return-related personal information sooner, we will do so unless a legal retention obligation requires otherwise.

5. Your right to cancel and withdraw, and how to exercise it

You may cancel your order at any time before dispatch, without giving any reason, simply by telling us during the confirmation call or by emailing [email protected]; no fee applies to cancellation before dispatch. Once your order has been delivered, you have fourteen calendar days from the day you, or someone you nominate, receives the goods to notify us that you wish to withdraw from the contract, under the Consumer Contracts Regulations 2013; you do not need to give a reason and you may notify us by emailing [email protected], by calling +44 131 289 4405, or by writing to Balmevo Health Ltd, 22 Princes Street, Edinburgh, EH2 2AN. Once you have notified us, you then have a further fourteen calendar days to return the physical product to us, and you are responsible for the reasonable cost of returning it unless we agree otherwise. Products must be returned in their original, sealed condition, since unsealed food supplements are excluded from the right of withdrawal for hygiene reasons, as permitted by law; if the seal has been broken, the right of withdrawal for that specific pack no longer applies, though your separate statutory right to a remedy for faulty goods under the Consumer Rights Act 2015 is unaffected.

6. Third parties involved in processing your return

Where a return requires the product to be sent back to us, this is normally carried out through the same courier networks used for outbound delivery, principally Royal Mail Group, DPD UK and Evri, who receive only the information necessary to arrange collection or drop-off. Refunds are processed through our business banking provider, and where a refund is made by bank transfer, your bank account details are shared only with our bank for the sole purpose of completing that transfer, not with any courier or marketing partner. Our website hosting provider, Amazon Web Services EMEA SARL, stores the administrative record of a return as part of our order management system, under the same data processing agreement described in our Privacy Policy. No third party is permitted to use information collected during a return for its own purposes.

7. Cookies relevant to the returns process

Starting or checking the status of a return through balmevo.info relies only on the strictly necessary session cookie, balmevo_session, described in our Cookie Policy, and does not depend on any analytics or marketing cookie. You do not need to accept optional cookies to exercise your right to cancel or withdraw, and declining them will never be treated as affecting your statutory rights in any way. If we ever introduce an online returns portal with its own tracking functionality, we will update this section and our Cookie Policy before that functionality goes live, and any new cookie would be subject to the same consent requirements described there.

8. International considerations for returns

Because balmevo.info currently delivers only within the United Kingdom, all returns are handled domestically and no international transfer of goods is involved. Personal information collected to process a return may still be stored on servers within the European Economic Area as part of our general hosting arrangements, protected by the same safeguards described in section 8 of our Privacy Policy, including Standard Contractual Clauses and the UK International Data Transfer Addendum where applicable. If we begin offering international delivery in future, we will publish updated returns terms specific to those destinations before any such orders are accepted, since statutory return rights can differ outside the United Kingdom.

9. Complaints about a return and our response times

If you disagree with the outcome of a return, for example if a refund is declined because a seal appears broken, please email [email protected] with your order details and, if you have one, a photograph of the returned item as received; we aim to acknowledge a return-related complaint within two working days given the time-sensitive nature of refunds. We aim to issue any refund due within fourteen calendar days of receiving the returned goods, or of receiving evidence that the goods have been sent back if earlier, in line with the Consumer Contracts Regulations 2013. If you disagree with our assessment and wish to escalate, the general complaints and dispute resolution route described in section 9 of our Terms of Use applies, and you retain the right to bring a claim before the Scottish or English courts, as applicable to your circumstances, at any time.

10. Changes to this policy and revision log

We review this Returns Policy whenever relevant consumer protection law changes or whenever our internal returns process changes, and we always update the "last updated" date at the top of this page when we do so. Version 2.5, dated 11 August 2026, expanded this policy with the detailed sections above covering data collected, retention, third parties and complaints handling. Version 2.1, dated 4 February 2026, clarified the fourteen-day return window for sending goods back following notification of withdrawal. Version 2.0, dated 12 December 2025, added the photograph-based process for damaged-goods claims described in section 2. Version 1.0, dated 9 September 2025, was the first returns policy published at the launch of balmevo.info.