Refund & Returns Policy

1. Your Statutory Right of Withdrawal

As a consumer purchasing from us by distance (online or telephone), you have the right to withdraw from your contract within 14 calendar days of the day on which you, or a third party nominated by you, take physical possession of the goods. This right is provided under:

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK)
• EU Consumer Rights Directive 2011/83/EU (applicable to orders placed from EU member states)

You do not need to give any reason for withdrawing from the contract within this 14-day period.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify us clearly before the 14-day period expires. You may do this by:

• Email: returns@spinalpolishon.world - please include your full name, telephone number, order reference (if available) and a statement that you wish to withdraw from the contract.
• Telephone: +44 20 7247 3185 (Mon-Fri, 09:00-17:00 GMT)
• Post: Riverstone Media Ltd, 27 Aldgate High Street, London EC3N 1AL, United Kingdom

If you send your withdrawal notice by email, we will acknowledge receipt promptly. The withdrawal date is the date on which you send the notification, not the date we receive it.

3. Model Withdrawal Form

You may use the following model withdrawal form (you are not required to use it - any clear statement of your intention to withdraw is sufficient):

4. Returning the Goods

After notifying us of your withdrawal, you must return the goods to us without undue delay and no later than 14 calendar days after the day on which you communicated your withdrawal decision to us.

Please return goods to:

Riverstone Media Ltd - Returns
27 Aldgate High Street
London EC3N 1AL
United Kingdom

You are responsible for the direct cost of returning the goods unless the goods are faulty or were incorrectly supplied by us. We recommend using a tracked postal service, as we cannot accept responsibility for returns lost in transit.

Goods must be returned in the same condition as received and in their original packaging where possible. We may reduce your refund if the goods have been handled beyond what is necessary to inspect their nature, characteristics and functioning (for example, if sachets have been opened or contents partially used).

5. Refunds

We will reimburse you for the full price paid for the goods (including standard delivery charges, if applicable) without undue delay and no later than:

• 14 calendar days after the day we receive the returned goods; or
• 14 calendar days after the day you provide evidence of having returned the goods (whichever is earlier).

We will make the refund using the same payment method you used for the original transaction, unless expressly agreed otherwise. For cash-on-delivery orders, refunds will be made by bank transfer or postal order - please provide your bank details when contacting us.

6. Faulty or Incorrectly Supplied Goods

If you receive goods that are faulty, damaged in transit, or not as described, please contact us within 30 days of receipt. In such cases, you are entitled to a full refund or replacement at no cost to you, including the cost of return postage. Your rights under the Consumer Rights Act 2015 are not affected by this policy.

7. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to goods that have been unsealed after delivery where such unsealing makes them unsuitable for return due to health protection or hygiene reasons. For food supplements in sealed sachets, this means: if you have opened the box and consumed or opened individual sachets, we may not be able to offer a full refund. If you are uncertain, please contact us before returning.

8. Contact for Returns and Refunds

Email: returns@spinalpolishon.world
Telephone: +44 20 7247 3185 (Mon-Fri, 09:00-17:00 GMT)
Post: Riverstone Media Ltd · 27 Aldgate High Street · London EC3N 1AL · United Kingdom