Shipping & Refund Policy
Shipping & Refund Policy
This Shipping & Refund Policy applies to all purchases made via the Best Sleep Meds UK website and mobile application (the “Platform”).
This Policy should be read alongside our Terms & Conditions, Privacy Policy, and Complaints Procedure. In the event of any conflict, the Terms & Conditions will take precedence.
By placing an order, you confirm that you have read, understood, and agreed to this Policy.
1. Discreet Packaging
- All orders are shipped in plain, unbranded padded envelopes.
- Packaging contains no reference to Best Sleep Meds UK or product contents.
- This applies to all orders and destinations without exception.
2. Order Processing & Dispatch
- Orders are typically dispatched within 24 working hours after payment confirmation.
- Processing takes place Monday to Friday, excluding UK public holidays.
- A dispatch confirmation email will be sent once your order is shipped.
Orders are only processed after successful payment verification. We reserve the right to delay or hold orders where additional fraud checks are required.
3. Delivery Timeframes (Non-Guaranteed)
- Estimated delivery: 2–7 working days worldwide from dispatch.
- Timeframes are indicative only and not guaranteed.
- Working days exclude weekends and public holidays in the UK, EU, and destination country.
Delivery delays do not automatically entitle customers to cancellation or refunds, except where required by applicable consumer law.
4. Customs & Import Responsibility
- Customers are solely responsible for ensuring compliance with local import laws and regulations.
- We do not guarantee that products will clear customs.
- Orders that are seized, delayed, destroyed, or returned by customs authorities are non-refundable and non-replaceable.
By placing an order, you accept full responsibility for any customs-related risks.
5. Delivery Delays & Address Accuracy
We are not liable for delays or delivery issues caused by:
- Customs inspections or processing.
- Courier or postal service disruptions.
- Manufacturer or supplier delays.
- Public holidays.
- Incorrect or incomplete delivery information provided at checkout.
Orders delivered to the address provided are considered successfully fulfilled.
6. Lost or Undelivered Orders
- Orders are not considered lost until 28 calendar days after dispatch.
- Customers must notify us within a reasonable time after this period.
- Investigations are conducted at our sole discretion.
Please refer to our Complaints Procedure for full details.
Important:
Initiating a chargeback or payment dispute before completing our internal process will:
- Void eligibility for refunds or replacements.
- Result in potential account suspension or order refusal.
7. Returns – Medicinal Products
Due to UK and EU health and safety regulations:
- Medicinal products cannot be returned once dispatched.
- Returns are not accepted due to change of mind, treatment changes, or non-use.
Customers are strongly advised to consult a qualified healthcare professional before ordering.
8. Damaged, Faulty, or Incorrect Items
We may offer a refund or replacement if:
- The item arrives damaged.
- The product is defective.
- An incorrect item was supplied.
To make a claim, you must:
- Contact us promptly via our Contact Us page.
- Provide photographic evidence if requested.
- Retain all original packaging.
All claims are assessed in line with applicable UK and EU consumer laws.
9. Refunds
- Approved refunds may be full or partial, depending on the circumstances.
- We may deduct shipping, handling, or administrative costs where legally permitted.
- Refunds will be issued via the original payment method.
All personal data used during this process is handled in accordance with our Privacy Policy.
10. Fraud Prevention & Misuse
We actively monitor for abuse, including:
- Unauthorised chargebacks.
- False non-delivery claims.
- Repeated or suspicious refund requests.
Where misuse is identified, we reserve the right to:
- Refuse refunds or replacements.
- Cancel or suspend orders.
- Restrict or block future purchases.
- Share relevant information with payment processors and fraud prevention agencies.
11. Governing Law
This Policy is governed by the laws of England and Wales, alongside applicable EU consumer protection legislation where relevant.
12. Contact
For any shipping or refund enquiries, please contact our support team via the Contact Us page.
We aim to respond to all enquiries promptly.
By using our Platform, you agree to this Shipping & Refund Policy in full.