Refund & Returns Policy

1. Your right to cancel - statutory 14-day right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of the day on which you receive your goods, without giving any reason.

To exercise your right to cancel, you must notify us of your decision to cancel this contract by a clear statement before the 14-day period expires. You may contact us by:

• Email: hello@zoeflex.world
• Telephone: +44 20 7946 0821
• Post: Kindred Nutrition Ltd, 14 Cavendish Lane, London, W1G 9PQ, United Kingdom

2. Condition of returned goods

To be eligible for a return and refund, your item must be:

• Unopened - in its original, sealed packaging
• In the same condition that you received it
• Returned within 14 calendar days of notifying us of your cancellation

For hygiene and food safety reasons, we are unable to accept returns of opened food supplement products unless they are faulty or not as described. This does not affect your statutory rights.

3. How to return an item

1. Contact us at hello@zoeflex.world within 14 calendar days of receiving your order to notify us of your cancellation.
2. We will provide you with a return address and any further instructions.
3. Package the item securely and return it to us. We recommend using a tracked postal service, as we cannot accept liability for items lost in return transit.
4. Once we receive and inspect the returned item, we will notify you of the outcome by email.

4. Return postage costs

Unless the item is faulty or not as described, the cost of returning the item is your responsibility. We recommend using a tracked postal service.

If the item is faulty, damaged on arrival, or not as described, we will refund your reasonable return postage costs. Please provide a receipt for postage in that case.

5. Refunds

If your return is accepted, we will process your refund within 14 calendar days of receiving the returned goods (or of receiving evidence that you have returned them, whichever is earlier).

Refunds will be made to the original payment method used at the time of purchase. We will refund:

• The full price of the returned item(s)
• Standard outbound delivery costs you paid (if any) - we are not required to refund any premium delivery charge above the standard rate

6. Faulty or damaged goods

If you receive a product that is faulty, damaged, or materially different from its description, you have the right to a repair, replacement, or refund under the Consumer Rights Act 2015. Please contact us as soon as possible at hello@zoeflex.world with details and, where possible, photographs of the issue.

7. Exceptions

The 14-day cancellation right does not apply to:

• Goods that have been opened and have a hygiene seal which has been broken after delivery (applicable to food supplements once opened for health protection / hygiene reasons, if the seal has been broken)

This exception applies only to the extent permitted under Regulation 28(3) of the Consumer Contracts Regulations 2013 and does not affect your rights in respect of faulty goods.

8. Contact us

For any questions about returns and refunds, please contact:

• Kindred Nutrition Ltd, 14 Cavendish Lane, London, W1G 9PQ
• Email: hello@zoeflex.world
• Telephone: +44 20 7946 0821

This policy does not affect your statutory rights. For independent advice on your consumer rights, you may contact Citizens Advice at citizensadvice.org.uk or call 0808 223 1133.