Delivery Terms

Orders are dispatched from our premises within 24 hours of being received, as soon as payment is confirmed, except on a Friday, when orders are dispatched the following Monday. Orders within the UK should reach the relevant destination within 2 to 5 working days. For orders within Europe, please allow 4-5 working days. For all other international destinations, please allow 7 working days for delivery. Please ensure that you provide a valid street address where somebody will be available to receive the parcel between 9am and 5pm as the courier service cannot provide specific delivery times. If you are unlikely to be at home during those hours, please provide an alternative address. The courier will leave a card with their details, in the event that you are not home. They will re-attempt delivery twice, or you will have the chance to collect your parcel from your local depot. Should these attempts to deliver still fail, then the parcel will be returned to Igennus. We regret that we will have to charge the normal postage fee if we have to re-send your parcel.

Lost or Damaged Shipment

Please contact us on 0845 1300 424 (Mon – Fri: 9:00am – 5:30pm). Please note that we cannot refund or replace lost parcels until 14 working days has elapsed since the order was despatched.

Returns and Exchanges

If you are not satisfied with your purchase and would like to return the goods, please contact us to discuss the reason for this. If your refund request is approved, you will be required to return the item to Igennus in its original condition within 14 days of purchase for a replacement, exchange or refund. If you receive your order and find that it has been damaged, is defective in any way or is not the item which you ordered, we will pay for the postage of the item and arrange replacement or refund. In the event of this occurring, please contact us on 0845 1300 424 between 9.00am to 5.30pm (Mon – Fri) and request return instructions. Please do not return an item without informing us and please ensure that all returned goods are clearly marked with your name and order details. Our return address is: Igennus Healthcare Nutrition, St John’s Innovation Centre, Cowley Road, Cambridge, CB4 0WS UK. Please note that we do not issue refunds if the product has been opened.

PLEASE NOTE: returned products must meet the following criteria to be eligible for a refund:

  1. The item must be in resalable condition, unsoiled and with no damage to the container, lid, seal or label.
  2. The item must be unopened.
  3. The item must be in the original packaging.
  4. The item must be returned within one month of purchase.

Please contact us on 0845 1300 424 if you have any questions or queries regarding your return. Please note that returns can take between 7-10 business days to receive and process, although we will do our best to minimise any delay.