Refund and Return Policy

This Refund and Return Policy establishes the terms and procedures by which customers of PREMSOX LTD, a private limited company registered in the United Kingdom, may return products and request refunds.

PREMSOX LTD is dedicated to safeguarding customer satisfaction while observing in full applicable consumer protection legislation in the United Kingdom, including the Consumer Rights Act 2015.

Transparency, fairness and respect for consumer rights remain core values across all markets in which we operate.

This Policy governs all orders placed through our official online store and dispatched from our distribution centres.

1. Cancellation

1.1. If you are a consumer, you are legally entitled to withdraw from the purchase contract within 14 calendar days from the date you, or a designated third party (other than the carrier), physically receive the goods.

1.2. The same 14-day cancellation period is also extended on a contractual basis to our customers as a whole, without prejudice to any additional statutory rights that may apply in your country of residence.

1.3. To exercise this right:

• submit a written notice of cancellation to our customer service team by email or post within the 14-day period;
• clearly state your intention to cancel the purchase (by way of example, by stating that you are exercising your right to cancel/withdraw from the contract);
• you may use any standard withdrawal form made available under local law, though this is not mandatory.

1.4. Contact details for cancellation notices:

Email: info@premsoxcompany.com
Company Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

2. Consequences of Cancellation

2.1. Upon receipt of your cancellation notice as well as the returned goods (see section 3), we will issue a full refund of all payments received from you in respect of the order, encompassing the standard shipping cost (if originally paid), within 14 days.

2.2. Conditions applicable to refunds:

• refunds will be processed using the same payment method you selected for the original transaction, unless otherwise expressly agreed;
• no additional fees will be charged in connection with the refund;
• the right to withhold the refund until we have received the goods back, or until you have supplied evidence of having dispatched them, whichever occurs earlier, is reserved.

2.3. These rights operate in addition to your statutory rights in relation to faulty or misdescribed goods (see section 5).

3. Return Process and Guidelines

3.1. To be eligible for a refund under this Policy, returned items must satisfy the following criteria:

• products must be returned unused and in a condition suitable for resale;
• items should be returned in their original packaging with all safety seals, labels and inserts intact;
• returns must be initiated and shipped within the 14-day period described in section 1.

3.2. Unless agreed otherwise, you bear the direct cost of returning the goods to us, except where:

• the goods are faulty or not as described; or
• the wrong item has been sent by us.

3.3. In the above cases, we will either provide a prepaid return method or reimburse your reasonable return shipping costs.

3.4. Using a tracked shipping method for returns is recommended, since you remain responsible for the goods until they reach us, and any loss or non-delivery of return packages is not our responsibility.

4. Products That Cannot Be Returned

4.1. As suppliers of food supplements and related products, and for reasons of hygiene, health and safety, certain product types are excluded from our return policy, except where they are faulty or not as described. The exclusions include:

• opened or used health and cosmetic products (e.g. supplements, creams, oils, etc.);
• items with broken safety seals or removed hygiene labels;
• goods made to the consumer's specifications or clearly personalised;
• perishable products or those with a short expiry date;
• gift cards, promotional codes and other non-tangible digital items.

4.2. Nothing in this section shall affect your statutory rights in relation to goods that are faulty, not as described, or otherwise do not conform to the contract.

5. Faulty or Incorrect Items

5.1. The quality, safety and accuracy of orders are matters we treat with the utmost seriousness. Should you receive a product that is defective or damaged during transit, or not what you ordered (wrong item, wrong quantity, etc.), please inform us as soon as reasonably possible and in any event within 7 days of delivery.

5.2. To report an issue:

• contact us via email at info@premsoxcompany.com including your order number;
• describe the issue clearly and, where possible, supply photos of the item and any packaging damage;
• we may ask you to return the defective or incorrect product to us for inspection (at our cost, where the item is indeed faulty or incorrect).

5.3. Subject to the circumstances and your legal rights, the following options may be offered:

• replacement of the defective or incorrect product;
• full refund inclusive of original shipping costs;
• store credit of equivalent value, should you prefer.

Such remedies operate in addition to, and shall not restrict, your statutory rights under applicable consumer protection laws.

6. Timeframe for Refunds

6.1. Once a return has been received and approved by our quality control team, your refund will be processed within 5 to 10 business days. You will be notified by email once your refund has been issued.

6.2. Kindly note:

• the time required for the refund to appear in your account may vary depending on your payment provider and financial institution;
• card issuers and banks may take additional time to credit the refund to your account once we have processed it.

7. Delays or Missing Refunds

7.1. In the event your refund appears delayed or missing, please take the following steps:

• re-check your bank account or card statement to confirm whether the refund has been received;
• contact your credit card company or bank, as some time may pass before your refund is officially posted;
• if you have completed the above steps and still have concerns, please contact us at info@premsoxcompany.com and we will provide prompt assistance.

Please include your order number and any relevant correspondence to enable us to investigate efficiently.

8. Customer Support

8.1. Exceptional customer service is something we aim to deliver. For any questions regarding returns, refunds or this Policy in general, please contact our support team:

Email: info@premsoxcompany.com
Company Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

9. Modifications to This Policy

9.1. PREMSOX LTD reserves the right to amend this Refund and Return Policy from time to time. Updates will be published on our Website with the effective date noted above.

9.2. The version of this Policy that governs your order is the version in effect at the time you submitted your order, unless a change to the Policy is required by law or a regulatory authority (in which case it may extend to orders already placed, to the extent so required).

9.3. Purchasing through our Website constitutes your agreement to be bound by the terms of this Policy as in force at the time you placed your order.