1. Scope of this policy
This Returns Policy explains your rights and our process when you wish to return an order of Milk Thistle Complex placed through torneva.info with Torneva Wellness Ltd. It applies to orders delivered to addresses within the United Kingdom and paid for on delivery, by cash or card to our courier. It does not affect, and should be read alongside, your other statutory rights as a consumer under the Consumer Rights Act 2015. Nothing in this policy is intended to reduce any right you have under UK consumer law; where a provision here appears to conflict with a mandatory statutory right, the statutory right prevails. If any part of this process is unclear, please contact us using the details in section 12 before returning an item.
2. Your statutory rights
Nothing in this policy affects rights provided by UK consumer law, including your right to receive goods that are of satisfactory quality, fit for purpose and as described. Torneva Wellness Ltd wants the return process to be clear and proportionate for customers ordering Milk Thistle Complex through torneva.info. If a product arrives damaged, faulty, or different from what was ordered, you have additional rights beyond the standard change-of-mind return described below, and we will always look to put things right promptly. This policy sets out the practical steps for exercising your rights, rather than replacing them.
3. Consumer Contracts Regulations 2013
Under the Consumer Contracts Regulations 2013, you have 14 calendar days from receipt of your order to notify us that you wish to return it, known as the "cooling-off period" for distance contracts. Once you have notified us within that period, you then have a further 14 calendar days to send the goods back to us. Products must be returned in their original, sealed condition, since unsealed food supplements are excluded from the right of withdrawal for hygiene reasons, as permitted by the Regulations. This right applies regardless of your reason for wanting to return the order, provided the seal on the product has not been broken and the notification deadline has been met.
4. How to notify us of a return
To notify us that you wish to return your order, email [email protected] or call +44 121 389 4304 during our opening hours of Monday to Friday, 9:00 to 17:30, within 14 calendar days of receiving your delivery. Please state your name, the approximate date and value of your order, and confirm whether the outer seal on the pack remains intact. We will acknowledge your notification, usually within 2 working days, and confirm the return address and any reference number to include with the parcel. You do not need to give a reason for a change-of-mind return, although we may ask for feedback to help us improve our service.
5. Return condition and packaging
To be eligible for a change-of-mind return, the product must be unopened, with its original seal intact, and returned in its original outer packaging where reasonably possible. We recommend using adequate padding and a trackable delivery method when sending the item back, since you are responsible for the goods until they reach us. If the seal has been broken, the item cannot be accepted back under the change-of-mind right described in section 3, although a fault or quality issue is handled separately under section 7. Please retain proof of postage until we confirm receipt and processing of your return.
6. Data we collect during a return and legal basis
When you request a return, we collect your name, order reference, contact details and the reason for return if you choose to provide one, in order to process your request and arrange any refund. We process this data on the basis of contractual necessity, since handling returns is part of performing the underlying sales contract, and in some cases on the basis of legitimate interest, for example to analyse return trends so that we can improve product information. Return correspondence and records are retained for 24 months from the date the return is completed, save for the small subset of financial data associated with a refund, which forms part of our accounting records and is retained for six years in line with our bookkeeping obligations. You have the same rights of access, correction and erasure over this data as described in our Privacy Policy.
7. Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or does not match what you ordered, please contact us within a reasonable time of discovering the issue, ideally within 30 days of delivery, so we can arrange a suitable remedy, which may include a replacement or a refund, without requiring the product to remain sealed. Please keep the item and any packaging until we have discussed the issue with you, and where possible provide a photograph describing the fault, which helps us resolve the matter quickly and may avoid the need to return the item at all. This right exists independently of, and lasts longer than, the 14-day change-of-mind period described above, reflecting your rights under the Consumer Rights Act 2015. We will not ask you to pay return postage where the fault is confirmed to be ours.
8. Third parties involved in returns
Returns are typically sent back using a UK postal or courier service of your choosing, and we may share limited order details with our own courier partner where a collection is arranged instead of a customer-initiated postal return. Where a refund is due, it is processed back to the payment method used at the point of delivery, which may involve our courier's card payment processor confirming the original transaction. These third parties are bound by contractual obligations to protect any personal data involved and to use it only for the purpose of completing the return or refund. We do not share your return details with any party unconnected to fulfilling that return.
9. International returns
As we currently deliver only within the United Kingdom, all returns are handled as domestic UK returns and this policy does not separately address returns from outside the UK. Should we begin offering international delivery in future, we will publish updated returns guidance reflecting any additional customs or carrier requirements for returns from abroad. Any personal data collected as part of a domestic return is processed within the UK, save for underlying payment processing arrangements maintained by our courier's payment partner, which are subject to the safeguards described in our Privacy Policy.
10. Refund timing
Once we receive and inspect a returned item and confirm it meets the conditions in section 5, or once a fault is confirmed under section 7, we aim to process your refund within 5 working days, and in any event no later than 14 calendar days from the date we receive the returned goods or, where no goods need to be returned, from the date you notified us of the return. Refunds are issued using the same method by which payment was originally collected on delivery, where reasonably practicable. We will email or telephone you to confirm once a refund has been processed, using the contact details provided with your order.
11. Complaints procedure
If you disagree with the outcome of a return request, please contact us in the first instance at [email protected] or by telephone on +44 121 389 4304, and we will review the matter again, aiming to respond within 5 working days and to resolve the complaint within 30 calendar days. If you remain unsatisfied, you may seek independent advice from Citizens Advice or, for a private civil dispute, consider the small claims process; this does not affect any right you may have to complain to the Information Commissioner's Office about the handling of personal data specifically, using the address in our Privacy Policy. We take every returns complaint seriously and aim to resolve issues fairly and promptly.
12. Changes to this policy and contact
We may update this Returns Policy from time to time to reflect operational changes or changes in the law. This policy was first published on 3 March 2025; it was updated on 14 September 2025 to add the refund timing and faulty item provisions; and it was most recently updated on 11 August 2026 to clarify data retention periods and the international returns position. For any question about a return, contact Torneva Wellness Ltd, 88 Bristol Road, Birmingham, B5 7AX, by telephone on +44 121 389 4304 or by email at [email protected], during Monday to Friday, 9:00 to 17:30.