Where you are ordering goods to be fulfilled directly by Una Health Ltd on the Una at home online portal, the following shipping and returns policy will apply:
All orders are processed within 2 business days. Orders are not shipped or delivered on weekends, bank or public holidays. We will send you an order acknowledgement by email when you place the order.
For orders sent by Royal Mail 1st Class Tracked, we will send you a notification and tracking number by email when your order has been shipped. Delivery is expected to take 1-2 business days.
For orders sent by Royal Mail 2nd Class Not Tracked, we will send you a notification by email when your order has been shipped. Delivery is expected to take up to 5 business days.
If we are experiencing a high volume of orders, shipments may be delayed, so please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.
Cost of shipping
For orders sent by Royal Mail 1st Class Tracked, there will be a cost of £4.99
For orders sent by Royal Mail 2nd Class Not Tracked, shipping will be free of charge
Damage during shipping
Una Health is not liable for any damages caused to products during shipping. However, if your order was damaged or lost during shipping, then please contact us.
If your product is faulty, damaged or is the incorrect item, then please let us know straight away. You have 30 days to return or exchange an item with a valid proof of purchase. If 30 days have passed since your purchase, we are unable to offer you a refund or exchange.
To initiate a return, please complete the following steps
- Email email@example.com stating your order number, which product you would like to return and the reason why. In addition, please attach a photograph of the faulty, damaged or incorrect items.
- Inform us whether you would like an exchange or a refund.
- A returns label will be sent to you and we will arrange for any products to be collected.
- Pack the items in the original packaging (if possible), attach the label and await collection.
Once your returned goods are received and inspected, we will send you an email to notify you that we have received them and whether they have been approved for a refund or exchange.
If you prefer an exchange, the replacement items will normally be sent out straight away. If we do not have the items in stock we will contact you with an estimated despatch date.
If you would prefer a refund, a credit will be applied to your credit card, PayPal or original method of payment within 3-5 business days. If you paid for the delivery of the goods, then this will also be refunded.
We can only accept a return from the original purchaser.
If you are buying online you are protected by the Consumer Contracts Regulations, which gives you a cancellation period that starts the moment you place your order and ends 14 days from the day that you receive your goods. You then have a further 14 days from the date you notify us that you would like to cancel your order and to return the goods to us. You cannot cancel an order if you have opened the outer packaging, broken any seals, or damaged or tampered with the product in any way (this is for health protection).
A refund of the cost of the items, and any shipping that you originally paid to have it delivered to your address, will be made on receipt of the items as long as they are in re-saleable condition. Shipping the goods back to Una Health is your responsibility and at your own expense. We recommend that you get proof of postage/shipping.
This does not affect any of your other consumer rights, for example if the goods are faulty.
We can only accept a cancellation from the original purchaser.
This policy is offered in addition to your legal rights.