Terms and Conditions
Returns Policy
Online purchases from Riverbanks Shop can only be made by those persons over the age of 18. If we discover that an order has been placed by a person under this age, we reserve the right to cancel the order and refund any payments made.
Disclaimer
Riverbanks Clinic has taken care in the preparation of the content of this Website.
They do not represent the views of Riverbanks Clinic and we cannot be held responsible for any representations made about the products.
Information on this Website is not a substitute for the expertise and judgment of your doctor or pharmacist or any other health professional. All content provided on this Website is for information purposes only and is in no way intended to replace professional medical care or attention by a qualified practitioner and cannot and should not be used as a basis for diagnosis or choice of treatment.
You must consult your doctor or pharmacist if you are unsure about taking, using or giving of a particular product purchased from this Website or acting or relying on any information contained in this Website. Please consult your doctor before taking any new product, particularly if you are already taking medication or under medical care. You should make sure that you carefully read all product packaging and labels prior to use. If you have, or suspect you may have a health problem you should consult your doctor.
Secure Shopping / Payment Options
Your credit/debit card transaction is safe and secure when you place your order online at our website.
Because Internet security is so important to Riverbanks Shop and our customers, our online shop uses the WorldPay Gateway (www.worldpay.com). We (Riverbanks Shop) do not therefore store records of credit/debit card details as all transactions are processed by the secure systems at WorldPay.
We accept payment using the following credit or debit cards:
Visa, MasterCard, Maestro, JCB and SOLO
Item Availability
We strive to only offer products that are in stock in our offices. The Riverbanks Shop makes every effort to dispatch your order as soon as possible.
Please allow 1 to 2 business days to process your order. If there are any delays with your order, you will receive an e-mail notification and an option to cancel your order or wait until stock becomes available.
Once an order is dispatched, the delivery time will be based upon the delivery method you chose during checkout.
Cancelling or Changing Your Order
Once placed, orders cannot be directly amended or cancelled via our online shop.
If you want to change or cancel your order after it’s been placed, please e-mail us using our Contact Form or call our Customer Services department on 08000 325415 between the hours of 9am – 5pm (GMT), Monday - Friday. Please be sure to have your order number with you.
Please note that changes and cancellations to orders cannot be made if we are not notified within a reasonable time before items are dispatched to you. If items have already been dispatched then you will need to go through our returns process.
Returns, Exchanges & Refunds
In the United Kingdom
As a online shop based in the United Kingdom we comply with the UK Consumer Protection (Distance Selling) Regulations 2000.
This legislation gives UK citizens the right to cancel an order up to 7 working days from the day after which the goods are received by them and they have had the opportunity to examine them. If you wish to cancel an order written notice of this cancellation must be received by us, in the form of a completed return slip by post, fax or email.
Returning Your Purchase
If for any reason you’re unhappy with your purchase, you can return it to us in its original condition, (unopened), within 7 days of receipt and we will issue a full refund for the price of the goods, or exchange for items of the same value. In the case of items shipped as gifts to others, we will gladly exchange them for items of the same value.
We cannot accept the return of a product if it has been opened and used. If an item has been opened and used we will only accept the return if the product is found to be faulty. If you’re returning an item because it's faulty, damaged or sent to you in error (these must be in unopened condition) we will refund the delivery charges incurred in returning the item to us. Any replacement items will not incur additional delivery charges.
If you’re returning an item because of any reason other than it being defective or damaged, we will not refund the return delivery costs..
This does not affect your statutory rights as a consumer.
We recommend that proof of postage is obtained for returned items, and would also recommend that items are returned using a traceable service such as Royal Mail Signed For (Recorded) or Special Delivery.
Returns must be accompanied by a copy of the return slip. Refunds and exchanges are typically processed within 2 weeks of receipt.
Refunds
Refunds will be made in the original form of payment only (via the WorldPay® systems) to the original purchaser within 30 days (as required by law).
In the event of item(s) from an order, which used Riverbanks Shop loyalty points as part or full payment, being returned for a partial or full refund, we will refund the value of the item(s) using the loyalty points applied to the order prior to refunding any cash balance.
Any loyalty points earned for products, subsequently returned for a refund will be voided from Your Account.
If the full order is returned for a refund, any points earned on products originally purchased and any special offer loyalty points awarded for placing an order will be voided from Your Account.
Complaints
If you feel that you need to make a complaint for any reason, please do so in writing to:
Riverbanks Shop Complaints
Riverbanks Clinic
Lower Harpenden Road
East Hyde LU2 9QS
We will respond to and acknowledge all complaints within 5 working days. All complaints will then be investigated and responded to with a resolution within 21 days.
