Refund & Returns Policy

At 4VIA™, we want you to feel confident when purchasing from us. This policy explains your rights and how cancellations, returns, refunds, and subscription cancellations work for orders placed through our website for delivery within the United Kingdom.

1. Your right to cancel

If you are a consumer in the United Kingdom and buy from us online, you normally have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

For one-off purchases, the cancellation period ends 14 days after the day you, or someone nominated by you, receives the goods.

For subscriptions, the cancellation period for the first delivery only ends 14 days after the day you, or someone nominated by you, receives that first delivery.

To exercise your right to cancel, please email care@4viahealth.com with your order number and a clear statement that you wish to cancel.

2. Important exception for opened supplements

For health protection and hygiene reasons, if a sealed supplement product is opened, unsealed, or has its protective seal broken after delivery, the statutory 14-day cancellation right no longer applies to that item, unless it is faulty, damaged, or not as described.

If an item has been opened or unsealed, please do not return it to us unless we have confirmed that a return is authorised.

3. Returning goods after cancellation

If you cancel your order within the 14-day cancellation period, you must send the goods back to us within 14 days of telling us that you wish to cancel.

Unless the goods are faulty, damaged, or not as described, you are responsible for the cost of returning the goods.

We recommend using a tracked service and keeping proof of postage.

4. Cancelling an order before dispatch

If your order has not yet been dispatched, please contact us at care@4viahealth.com as soon as possible.

Orders may usually be cancelled before they have been processed by our warehouse. Once an order has been picked, packed, or otherwise started processing, it may no longer be possible to cancel or amend it before dispatch.

5. Returning an order after dispatch

If your order has already been dispatched, you will need to follow our standard returns procedure.

To request a return, contact care@4viahealth.com within 14 days of receiving your order. We will provide return instructions.

Return requests made outside this period may not be eligible for cancellation-based return, unless the item is faulty, damaged, or not as described.

6. Failed delivery, refused delivery, and returned parcels

If your order is:

• not collected from a pickup location within 7 days;
• refused upon delivery;
• returned to us because the delivery address provided was incorrect or incomplete; or
• cancelled after being picked and packed by our warehouse or after dispatch,

we may deduct £7 from your refund to cover carrier return charges and handling costs.

If your order has already been delivered and you then choose to cancel it, you must return the goods in accordance with this policy. If the return is due to a change of mind and the goods are eligible for return, return shipping costs remain your responsibility.

7. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, please contact care@4viahealth.com within 7 days of delivery, where possible, with:

• your order number;
• a description of the issue; and
• clear photos of the product and outer packaging.

If an item is confirmed to be faulty, damaged, or not as described, we will arrange an appropriate remedy in line with your legal rights.

8. Refunds

Where a refund is due, it will be issued to the original payment method used for the purchase.

Refunds for returned items are usually processed within 3 to 5 business days of receiving and inspecting the returned goods, although in some cases processing may take longer.

If you validly cancel under your statutory cancellation rights, we may withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever is earlier.

9. Non-refundable charges

Unless required by law, the following are non-refundable:

• any premium or express delivery surcharge above our standard delivery service;
• return shipping costs for non-faulty items;
• charges resulting from failed delivery attempts caused by incorrect information supplied by you.

10. Subscription cancellation

If you purchase a subscription, you agree to recurring billing at the interval selected at checkout until you cancel.

You may cancel your subscription at any time through your customer account or by emailing care@4viahealth.com.

To avoid being charged for your next renewal, you must cancel at least 48 hours before your next billing date.

Cancellation applies to future renewals only and will not affect any order that has already been processed, packed, or dispatched.

When contacting us about a subscription cancellation, please include your order number or subscription details.

11. First subscription order and cancellation rights

Your first subscription delivery may still be covered by your legal cancellation rights as set out in this policy.

However, if the product is a sealed supplement that has been opened, unsealed, or had its protective seal broken, the statutory 14-day cancellation right will no longer apply to that item unless it is faulty, damaged, or not as described.

12. Inspection of returned items

All returned items are inspected on receipt.

If returned items do not meet the conditions of this policy, including where a sealed supplement has been opened or unsealed and is not faulty, we may refuse a refund.

Nothing in this policy affects your statutory rights.

 

13. 30-Day Money-Back Guarantee

In addition to your statutory rights, 4VIA™ may offer a 30-day money-back guarantee on selected first-time purchases where this is clearly advertised on our website.

The 30-day money-back guarantee applies for 30 days from the date your order is delivered.

To request a refund under the 30-day money-back guarantee, please contact care@4viahealth.com within 30 days of delivery with your order number and the reason for your request.

Unless otherwise stated, the 30-day money-back guarantee applies to your first purchase of a 4VIA™ product only and is limited to one refund per customer, household, or delivery address.

For health protection and hygiene reasons, we may ask you not to return opened supplement products unless we specifically request this. We may require reasonable evidence of purchase, delivery, and product use before approving a refund.

Where a refund is approved under the 30-day money-back guarantee, the refund will be issued to the original payment method used for the purchase.

The 30-day money-back guarantee does not usually cover:

• repeat purchases;

• renewal subscription orders after the first delivery;

• more than one opened pouch or bottle of the same product;

• return shipping costs, unless the item is faulty, damaged, or not as described;

• refused deliveries, failed deliveries, or orders returned due to an incorrect or incomplete address.

This guarantee is offered in addition to your statutory rights and does not affect your legal rights.