Order Recovery Policy for Your Health Store
1. Definitions
1.1. "Customer" refers to the individual or entity that has placed an order with Your Health Store.
1.2. "Missing Parcel" refers to a parcel that has not been delivered within the specified period or has experienced significant delays within the Royal Mail logistics system.
1.3. "Original Parcel" refers to the first parcel sent to the Customer containing the items ordered.
1.4. "Replacement Parcel" refers to the second parcel sent to the Customer in the event of a Missing Parcel, containing the same items as the Original Parcel.
1.5. "Working Days" are Monday to Friday, excluding public holidays.
2. Delivery Timeframes
2.1. For Royal Mail Tracked 48, Customers should allow up to 7 Working Days for delivery. Delivery within two Working Days is not guaranteed.
2.2. For Royal Mail Tracked 24, Customers should allow up to 7 Working Days for delivery. Delivery within 24 hours is not guaranteed.
3. Reporting a Missing Parcel
3.1. Customers must report a Missing Parcel to Your Health Store within 14 days of the original order. Reports must be submitted to the customer support team via the provided contact information.
4. Replacement Parcel or Refund Options
4.1. If a parcel is confirmed as missing or significantly delayed, Customers can choose to:
a) Receive a Replacement Parcel free of charge, or
b) Seek a refund for the order.
4.2. Your Health Store will submit a claim to Royal Mail for the cost of the missing stock and the original postage.
5. Receiving the Original Parcel After Replacement or Refund
5.1. In the event that the Original Parcel is delivered after the Replacement Parcel has been sent or a refund has been issued, and the claim with Royal Mail is denied, the Customer will be obligated to one of the following options in compliance with the applicable laws and regulations:
a) Refuse delivery from Royal Mail, where possible, or
b) Return the Original Parcel to Your Health Store in its original, unopened condition within 14 days of receiving it, or
c) Remit payment for the Original Parcel in accordance with the original order agreement.
6. Charging for the Replacement Order and Return Postage
6.1. If the Customer chooses to accept both the Original and Replacement Parcels, Your Health Store will charge the Customer for the cost of the Replacement Order.
6.2. If the Customer opts to return the Original Parcel to Your Health Store, they will not be charged for the Replacement Order, provided that the Original Parcel is returned in its original, unopened condition within the specified time frame.
6.3. The Customer is responsible for the return postage cost when returning the Original Parcel to Your Health Store.
7. Governing Law
7.1. This Order Recovery Policy shall be governed by and construed in accordance with the laws in England and Wales.
8. Contact Information
8.1. If the Customer has any questions or concerns regarding this Order Recovery Policy, they may contact Thirst Link SM Limited's customer support team by visiting the
customer services page.
9. Amendments
9.1. Thirst Link SM Limited, trading as Your Health Store, reserves the right to amend this Order Recovery Policy at any time without prior notice. Customers are advised to review the policy periodically for any updates.
