Refund Policy

ACTIVE SILVER – RETURNS AND REFUND POLICY

PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THIS SITE

The terms below are extracted from the full terms and conditions in the Terms of Service section, so if you’d like more information please take a look at these in full, or contact us.

8.    Your rights to end the contract

8.1    You can always end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

(a)    If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back), see clause 11;

(b)    If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

(c)    If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within 14 days, but this may be subject to deductions and you may have to pay the costs of return of any goods;

(d)    In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.

8.2    Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

a.    we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2 in the Terms of Service);

b.    we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

c.    there is a risk that supply of the products may be significantly delayed because of events outside our control;

d.    we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

e.    you have a legal right to end the contract because of something we have done wrong.

8.3    Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4    When you don't have the right to change your mind.  You do not have a right to change your mind in respect of for health protection or hygiene purposes, once these have been unsealed after you receive them. However, please contact us if, after opening a sealed product, you are not satisfied with the quality of the product.

8.5    How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods unless your goods are split into several deliveries over different days. You have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

8.6    Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.

9.    How to end the contract with us (including if you have changed your mind)

9.1    Tell us you want to end the contract. To end the contract with us, please let us know by calling customer services on 07914 694 549 or emailing us at info@active-silver.co.uk Please provide your name, home address, details of the order and, where available, your phone number and email address.

9.2    Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, we may ask you to return them to us. You must post them back to us at: Silver Health Limited Carrington Cottage, Wokingham Road, Hurst, Berkshire, RG10 0RU. Please call customer services on 07914 694549 or email us at info@active-silver.co.uk for return details. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

9.3    When we will pay the costs of return. We will pay the costs of return:

a.    if the products are faulty or misdescribed;

b.    if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

9.4    How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

9.5    Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

a.    We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

b.    The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

9.6    When your refund will be made. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then your refund will be made within 14 days or earlier if agreed with us.

10.     our rights to end the contract

10.1    We may end the contract if you break it. We may end the contract for a product at any  time by writing to you if:

a.    you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, selected option (such as, size of bottle or pot), delivery address and contact details; and

b.    you do not, within a reasonable time, allow us to deliver the products to you.
10.2    Incorrect email address. All emails to you will be forwarded to the email address you specify to us. It is important that you provide an accurate and valid email address so that we can accept your order. You must also advise us of any changes to your email address between submitting your order and delivery of the products.

10.3    You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11.     if there is a problem with the product

11.1    How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 07914 694 549 or write to us at info@active-silver.co.uk.

11.2    Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

11.3    Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

See also clause 8.3.

11.4    Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage. Please call customer services on 07914 694549 or email us at info@active-silver.co.uk for return details or to arrange collection.