EFFECTIVE 12 AUGUST 2026 · LAST UPDATED 12 AUGUST 2026
1. Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving your goods, without giving a reason. The 14 days run from the day the goods come into your physical possession, or the possession of someone you have nominated to receive them. To cancel, email contactus@wellsparq.com with your order number before returning anything.
2. Sealed goods — the health and hygiene exception
Food supplements are sealed for health protection. Regulation 28(3) of the 2013 Regulations removes the right to cancel for “sealed goods which are not suitable for return due to health protection or hygiene reasons” once they have become unsealed after delivery.
In plain terms: an unopened, unused product in its original sealed packaging can be returned. Once the seal is broken it cannot, unless the product is faulty. This is a statutory exception, not a policy of ours.
3. Looking, and handling beyond looking
You are entitled to handle goods as you would in a shop — enough to establish what they are and that they work. You are not entitled to use them.
Regulation 34(9) allows us to “recover from the consumer an amount… if the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods”. Where a returned item comes back part-used, with the seal broken, with the outer packaging destroyed, or otherwise in a condition we cannot resell, we may reduce your refund to reflect the loss in value, up to the full price of the item. We will always tell you the amount and why before we process it.
4. If your parcel arrives damaged
Tell us on the day it arrives. Email contactus@wellsparq.com with your order number and a photograph of the outer packaging as delivered, before it is opened or unpacked, plus a photograph of the contents.
Reporting damage on the day of delivery, with a photograph of the parcel as it arrived, is the quickest route to a replacement — usually the same day, with nothing to pay and nothing to return. Damage reported later, or without a photograph of the packaging as delivered, can take longer to resolve because we have to establish with the carrier where and when it happened.
This does not shorten your legal rights over faulty goods (section 5) and is not a condition of them. It is how we tell a parcel damaged in transit from one damaged afterwards, and it protects honest customers from the cost of those who do not.
Note on the two windows: section 4 is about telling us quickly so we can act. Section 5 is your legal right, and it is not affected by section 4.
5. Faulty, or not what you ordered
If an item is faulty, or is not what you ordered, contact us and we will put it right at no cost to you, including return postage.
Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods for a full refund within 30 days of delivery (section 22), and for the first six months a fault is presumed to have been there at delivery unless we can show otherwise (section 19(14)). Those rights stand whatever else this page says, and they are longer than the reporting window in section 4.
6. How to return an item
Email contactus@wellsparq.com first for return instructions — please do not send anything back before we have confirmed it. Once confirmed, send the item with your order number enclosed to:
The Shipping Service
Unit 4, East Street Enterprise Park
Rhayader, Powys LD6 5ER
United Kingdom
Return the goods within 14 days of telling us you are cancelling. For change-of-mind returns you pay the return postage; we recommend a tracked service, as we cannot be responsible for items lost on the way back to us. For faulty, damaged or incorrect items we pay. Undelivered parcels are returned to this address automatically.
7. Refunds
We refund to your original payment method within 14 days of receiving the goods back, or of the day you give us evidence that you have sent them, whichever is earlier. For a cancellation under your statutory right we refund the price of the goods and the standard outbound delivery cost — if you chose a more expensive delivery option, we refund the standard rate. Any deduction under section 3 will be itemised.
8. Your statutory rights
Nothing on this page affects your statutory rights under UK consumer law. Where this policy and the law differ, the law applies.
9. Contact
Questions about a return? Email contactus@wellsparq.com.