Returns
Returns Policy
Effective 11 August 2026. We want the process for cancelling, returning or querying an order to be clear, fair and proportionate. This policy explains your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, the practical steps for returning a product, and what happens if something goes wrong with your delivery. It should be read alongside our Terms of Use, which govern the wider relationship between you and Fornelo Health Ltd.
1. Scope of this policy
This policy applies to orders for Turmeric Complex placed through fornelo.world and confirmed by telephone, delivered to addresses within the United Kingdom on a pay-on-delivery basis. It covers cancellation before dispatch, the statutory right to change your mind after delivery, returns for faulty or incorrect goods, and what to do if a parcel does not arrive or arrives damaged. It does not cover products purchased through any other retailer or platform, since our returns process can only verify orders placed directly with us.
2. Cancelling before dispatch
You may cancel your order at any time before we dispatch it, entirely free of charge, simply by telephoning +44 20 3897 4201 or emailing [email protected] with your name and the approximate date of your order request. Because no prepayment is taken and payment is collected only by the courier on delivery, cancelling before dispatch involves no refund process at all, since no money has changed hands. We aim to confirm cancellation within one working day, and in almost all cases before the parcel has left our fulfilment location, given that dispatch normally follows one to two working days after telephone confirmation.
3. Statutory right to cancel after delivery
Under the Consumer Contracts Regulations 2013, as a consumer buying at a distance, you generally have 14 calendar days from the day you receive your order to notify us that you wish to cancel and return it, even if you have simply changed your mind and there is nothing wrong with the product. To exercise this right you must inform us clearly, for example by email or telephone, stating your intention to cancel; you do not need to give a reason, although it helps us to know so that we can improve our service.
4. Exception for sealed food supplements
Because Turmeric Complex is a food supplement supplied in a sealed pack for hygiene and product-safety reasons, the right to cancel described in section 3 does not apply once the seal has been broken after delivery, as permitted under the Consumer Contracts Regulations 2013. If your pack remains sealed and unopened, you may still return it under the 14-day right to cancel described above. We recommend checking the outer packaging carefully before breaking the seal, and contacting us first if you have any doubt about whether the product is right for you.
5. How to notify us of a return
To start a return, please contact us at [email protected] or +44 20 3897 4201 during Monday to Friday, 9:00 to 17:30, and include your full name, the approximate delivery date, and a brief description of the reason for return, whether that is a change of mind on an unsealed pack, a fault, or an issue with the item received. We aim to acknowledge every return request within 2 working days and to provide return instructions, including the appropriate address, within a further 3 working days. Please retain your courier receipt or any confirmation text or call reference where available, as this helps us to locate your order quickly.
6. Returning the goods
Once we have confirmed return instructions, please send the product back to us within 14 calendar days of notifying us of your decision to cancel, using adequate packaging to prevent damage in transit and retaining proof of postage, since you are responsible for the goods until they reach us. You are responsible for the cost of returning an unwanted item under the standard 14-day right to cancel, unless we have made an error, in which case we will cover reasonable return postage. We recommend using a tracked service for higher-value returns, although this is not a strict requirement of this policy.
7. Refunds and timing
Where a return is approved, we will issue the applicable refund within 14 calendar days of receiving the returned product back, or of receiving satisfactory evidence that it has been sent back, whichever is earlier. Because payment for pay-on-delivery orders is collected by the courier rather than by us directly, refunds are ordinarily made by bank transfer to an account you nominate, or by an equivalent method agreed with you at the time; we will confirm the exact method during the return conversation. Where a partial refund applies, for example because delivery charges are non-refundable under the standard change-of-mind right, we will explain the calculation clearly before it is processed.
8. Faulty, damaged or incorrect goods
If your product arrives damaged, or the wrong item is delivered, please contact us as soon as reasonably possible and, where practical, before opening the pack, so that we can investigate; photographs of the damaged packaging are helpful but not compulsory. Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of delivery for a full refund, and thereafter a right to a repair, replacement, or an appropriate price reduction where a repair or replacement is not possible, depending on the nature of the fault. These statutory rights exist regardless of and in addition to any goodwill arrangement we may separately offer.
9. Non-delivery
If your order does not arrive within the estimated delivery window shown on our Delivery page, please contact us so that we can trace the parcel with the courier before deciding on next steps together, which may include a replacement dispatch or a full cancellation with no charge, since payment is only ever collected upon successful delivery. We ask that you allow a reasonable margin beyond the upper end of the estimated window, particularly during periods of high courier demand such as public holidays, before treating a parcel as lost.
10. Refused or unattended deliveries
If nobody is available to receive and pay for the parcel, the courier will normally leave a card with instructions for rescheduling or collection; if the parcel is subsequently returned to us as unclaimed, we will attempt to contact you to arrange a further delivery, and we reserve the right to treat the order as cancelled if we are unable to reach you within 14 calendar days of the failed delivery attempt. No charge arises from a failed delivery attempt itself, since payment is collected only when the parcel is successfully delivered and paid for.
11. Complaints escalation
If you are unhappy with how a return, refund or delivery issue has been handled, please ask for the matter to be escalated by emailing [email protected] with "Escalation" in the subject line; a senior member of the team will review the case and respond within 5 working days. If you remain dissatisfied after escalation, you may be able to refer certain consumer disputes to an alternative dispute resolution provider, or seek guidance from the Citizens Advice consumer helpline, without prejudice to your right to pursue the matter through the courts of England and Wales.
12. Changes to this policy and revision history
We periodically review this Returns Policy to ensure it continues to reflect our operational processes and current consumer protection law. Where we make a material change, we will update the effective date shown at the top of this page and summarise the change in the revision table below.
| Version | Date | Summary of change |
|---|---|---|
| 1.0 | 3 February 2026 | Initial publication describing the statutory 14-day right to cancel |
| 1.1 | 22 April 2026 | Added faulty goods, non-delivery and escalation sections |
| 1.2 | 11 August 2026 | Current version — clarified refund timing and refused delivery process |