Refund & Return Policy

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1. 14-Day Money-Back Guarantee

We want you to be completely satisfied with your NovaZenith purchase. If you are not happy with the product, you have 14 calendar days from the date of delivery to request a return and full refund.

This right is provided under the Consumer Contracts Regulations 2013 (Directive 2011/83/EU) and applies to all purchases within the European Union and United Kingdom.

2. Eligibility for Return

Your return is eligible for a full refund if:

• The product is unopened and in original packaging
• All seals and closures are intact
• No capsules have been removed or consumed
• Your return request is received within 14 days of delivery
• The product shows no signs of damage from your handling

3. Non-Returnable Items

We cannot accept returns for:

• Opened or partially used bottles
• Products where the seal has been broken
• Items damaged by customer mishandling
• Products returned more than 14 days after delivery
• Items damaged or degraded by storage conditions

4. How to Initiate a Return

Step 1: Contact our customer support team within 14 days of delivery:

• Email: info@backvitalregen.world
• Phone: +44 20 3883 7246
• Hours: Mon-Fri 09:00-17:00 GMT

Step 2: Provide your order number and reason for return. We will send you return instructions and a return address.

Step 3: Package the unopened product securely and send it to the address we provide. You are responsible for return shipping costs.

Step 4: Once we receive and inspect your return, we will process your refund within 14 business days.

5. Refund Processing

Refunds are processed using the original payment method:

• Pay on Delivery: Refund issued via bank transfer or cheque (your preference)
• Refund processing time: 14 business days from inspection
• Bank transfers may take 3-5 additional working days to appear

6. Return Shipping

Important: You are responsible for return postage costs. We recommend using tracked, insured shipping and keeping proof of posting. We are not liable for lost or damaged returns in transit.

Return address will be provided when you contact us. Items received without proper authorization will not be accepted.

7. Damaged or Defective Products

If your NovaZenith arrives damaged or defective, contact us immediately:

• Provide photos of the damage
• Do not open or use the product
• We will arrange a replacement or refund at no cost to you

8. Exceptions & Exclusions

The 14-day return window does not apply if:

• You ordered via a third-party seller (not directly from us)
• Your order was placed in a country with different consumer laws
• You agreed to custom or non-standard terms at purchase

9. Your Legal Rights

This return policy is in addition to your statutory consumer rights under UK law. You have the right to:

• Reject goods that are not as described
• Request repair or replacement for faulty items
• Claim compensation for losses caused by our breach of contract

These rights are automatic and cannot be waived by this policy.

10. Contact Us

For return inquiries or to initiate a refund:

Backvitalregen Ltd
Email: info@backvitalregen.world
Phone: +44 20 3883 7246
Hours: Mon-Fri 09:00-17:00 GMT
Address: Unit 12, Clerkenwell Workshops, 27-31 Clerkenwell Close, London EC1R 0AT, United Kingdom