Return Policy
We understand that receiving a product that isn’t quite right can be frustrating. Whether an item arrives with a defect, doesn’t match your order, or you’ve simply had a change of heart, the following sections outline the steps to take and the rules that apply to each situation. Our goal is to make the resolution process as straightforward as possible.
If Your Order Has a Problem (Defective, Incorrect, Damaged)
When a unit is faulty, the wrong product shows up, or something arrives damaged, the quickest way to start a resolution is to gather the necessary details and reach out to us. You’ll need to provide specific information so our team can review the issue efficiently.
To begin, contact Customer Support and include the following:
- Your order number
- Proof of purchase
- A video or photo of the faulty product
- Your complete delivery address
- A contact telephone number
In certain situations, providing a video or photo of the defective item is a required step before a refund or replacement can be authorized. This documentation helps us verify the problem and move forward without unnecessary delays.
Regarding shipping costs for these cases: if the reason for the return stems from an error on our part—such as an item arriving damaged or not matching what was ordered—you will not be responsible for the return shipping fee. The cost falls on us when the problem originates here.
Changing Your Mind (Standard Returns)
If you decide you no longer want an item, the return window is 15 days from the date you receive the product. Initiating the process requires you to contact us with your order number and the reason for the return. Our customer service team reviews each request and, if approved, will send you the next steps.
Only purchases made directly through https://www.mentalhealthbelieveuk.com/ can be handled by us. Items bought from authorized retailers must be returned to those retailers directly.
When sending something back, the item’s condition is critical. It must be unused, in its original packaging, and include all accessories, manuals, and documentation. We cannot accept returns that show stains, folded cards, or broken seals or plastic foiling. If a returned product arrives in an unacceptable state, Mentalhealthbelieveuk reserves the right to not issue a refund or exchange. Products that have been personalized are also non-returnable and non-refundable.
Several other categories of items are not eligible for return:
- Items purchased through retailers
- Incorrect products purchased by the customer
- Products damaged through customer mishandling
- Personalized or custom-order items
Additionally, a return made without a receipt may be refused. Mentalhealthbelieveuk reserves the right to deny any return.
When the return is driven by a customer decision rather than a product fault, the consumer is responsible for the return shipping fee. The exact cost will depend on the courier service you select.
Canceling an Order
Modifying or canceling an order requires prompt action. Reach out to us as soon as possible with your order number and the specific change you’d like to make. We’ll confirm once the modification is completed.
A key detail to be aware of: any cancellation made after an order is placed incurs a cancellation fee of 30% of the Total Price. This applies regardless of how quickly the cancellation is requested, as the merchant processor charges a fee for cancellations. Orders that have already been packed or shipped cannot be canceled at all.
What Happens Next (Processing & Refunds)
Once your return is received, the processing period can take up to 14 business days. We’ll send a confirmation once the return has been fully processed.
All refunds go back to your original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 14 business days of the day we receive the returned item or your cancellation request. The time it takes for the credit to appear on your account can vary, and the bank itself can provide the most accurate timeline for posting. Generally, after approval, the refund is processed within a range of 3 to 15 days.
If you haven’t seen the credit post yet, contacting your bank or credit card company directly is the best next step, as they can clarify any internal processing delays.
A Note on Shipping & Lost Packages
After an order is processed, a tracking number is provided so you can monitor its progress at www.mentalhealthbelieveuk.com. The standard processing time before an order ships is 2 to 7 days.
If 60 days pass and your order still hasn’t arrived, the situation is escalated to our tier 2 support team, and a refund for your money will be issued.
To help everything go smoothly, keep your proof of purchase handy and double-check the condition of items before sending them back. For any questions or to start a request, get in touch with our team at [email protected].
