Refund & Returns Policy

Your right to cancel

As a consumer purchasing goods online, you have the right to cancel your order and return items under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (which implement EU Consumer Rights Directive 2011/83/EU into UK law). This gives you a 14-calendar-day cooling-off period, beginning the day after you receive your goods.

You do not need to give a reason for cancelling. This right applies in addition to any other rights you may have under UK consumer law.

How to initiate a return

To exercise your right to cancel, you must inform us of your decision within 14 calendar days of receiving your order. You can do this by:

• Email: info@growshoulder.world - please include your name, order reference (if available), delivery address, and a brief statement that you wish to cancel your order.
• Telephone: +44-20-8547-3291 (Monday-Friday, 9am-5pm GMT).

Once we receive your cancellation notice, we will send you return instructions within one business day.

Returning the goods

After notifying us of your cancellation, you must return the goods to us without undue delay and no later than 14 calendar days from the date you notified us. You are responsible for the cost of returning the goods unless the goods are faulty or misdescribed.

Please ensure returned items are securely packaged to prevent damage in transit. We recommend using a tracked postal service.

Return address: Merton Nutrition Ltd, 14 Merton High Street, London SW19 1DD, United Kingdom.

Condition of returned goods

We ask that goods are returned in their original condition and, where possible, original packaging. If the value of the goods has been diminished as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning, we reserve the right to make a deduction from your refund. This does not affect your statutory rights.

Refunds

We will process your refund within 14 calendar days of either:

• receiving the returned goods, or
• receiving evidence that you have returned the goods (whichever is earlier).

Refunds are issued to your original payment method. If you paid on delivery by cash, we will arrange a refund by bank transfer - please provide your bank details when you contact us.

We refund the full product price including any standard delivery costs paid. We do not refund any enhanced or express delivery charges paid.

Faulty or misdescribed goods

If you receive goods that are faulty, damaged in transit, or do not match their description on this website, you have additional rights under the Consumer Rights Act 2015. Please contact us as soon as possible at info@growshoulder.world and we will arrange a full refund or replacement at no cost to you.

Exclusions

The 14-day cooling-off right does not apply to goods that have been clearly personalised, or to sealed goods that have been unsealed after delivery if they cannot be returned for hygiene reasons. Food supplements that have been opened may not qualify for return unless they are faulty. If you are uncertain, please contact us before returning any opened products.

No hidden subscription

We do not operate a subscription model. Each purchase is a standalone transaction. You will never be charged automatically for future orders. There are no hidden renewal fees.

Contact

Merton Nutrition Ltd
14 Merton High Street, London SW19 1DD, United Kingdom
Email: info@growshoulder.world
Tel: +44-20-8547-3291
Hours: Monday-Friday, 9am-5pm GMT

If you are dissatisfied with our handling of your return or complaint, you may contact the Citizens Advice consumer helpline (0808 223 1133) or submit a complaint to the relevant Alternative Dispute Resolution (ADR) body. You also retain the right to seek redress through the courts of England and Wales.