A clear returns process.

This Returns Policy explains your cancellation rights under the Consumer Contracts Regulations 2013, how to request a return, what happens to any information you give us during that process, and how quickly we aim to respond. It is issued by Delvona Health Ltd, 12 Park Row, Leeds, LS1 5HD.

1. Scope of this policy

This policy applies to any order for Hair Growth Formula placed through delvona.world and confirmed by our customer service team by telephone. It explains the statutory cancellation period available to you as a consumer, the practical steps for returning a product, and how we handle any personal data collected specifically for the purpose of processing a return. It does not affect any other statutory right you may have, including your right to a repair, replacement or refund if a product is faulty or not as described.

2. Your right to cancel

Under the Consumer Contracts Regulations 2013, you have fourteen calendar days from the date you receive your order to notify us that you wish to cancel and return it, without needing to give a reason. To exercise this right, contact us at [email protected] or +44 113 289 4203 with your name, order details and a clear statement that you wish to cancel. We recommend keeping a record of when you contacted us, since the fourteen-day period is measured from the date of your notification to us, not from the date the item is subsequently posted back.

3. Condition of the product on return

To be eligible for a refund, products must be returned in their original, sealed condition, with the seal on the capsule pack intact and undamaged. Unsealed food supplements are excluded from the right of withdrawal for hygiene reasons, as permitted by law, once the protective seal has been broken, because we are unable to resell or safely reuse an opened supplement. We ask that you inspect your order promptly on arrival so that any decision to return it can be made while the packaging is still sealed.

4. Data collected during a return

To process a cancellation or return we collect your name, order reference, delivery address, telephone number and the reason you give for returning the item, if any. Where a return relates to a damaged parcel we may also ask you to send photographs showing the condition of the packaging or product. This information is used solely to verify your order, coordinate collection or return postage, and process any refund, and is handled in accordance with our Privacy Policy.

5. Legal basis for processing return data

We process the personal data described above on the basis that it is necessary to perform our contractual obligations to you under Article 6(1)(b) of the UK GDPR, specifically our obligation to honour your statutory cancellation rights and to issue any refund due. Where we retain return records for accounting purposes beyond the immediate transaction, we do so to comply with our legal obligations under tax and company law, in line with Article 6(1)(c).

6. Retention of return and refund records

Records relating to a return, including correspondence, refund confirmations and any photographs you provide, are retained for six years from the end of the financial year in which the return was processed, consistent with standard UK accounting practice and the limitation periods under the Limitation Act 1980. Photographs of damaged parcels that are not needed for an ongoing claim are deleted within twelve months unless a longer period is required to resolve a dispute with our courier partner.

7. How a refund is issued

Approved refunds are issued to the payment method used at the point of delivery, or to another method we agree with you where that is not practical, for example a bank transfer if payment was made in cash. We aim to process refunds within fourteen days of receiving the returned goods, or within fourteen days of receiving evidence that you have sent them back, whichever is earlier. We will confirm by email or telephone once a refund has been issued.

8. Return instructions and carrier

Once you have told us you wish to return an order, we will provide written instructions, including the return address and any reference number to include with the parcel. We recommend using a tracked postal service or courier, such as Royal Mail Tracked or Evri, and retaining your proof of posting until your refund has been confirmed, since we cannot be responsible for parcels lost in transit back to us without evidence of postage.

9. Damaged or faulty parcels

If your parcel arrives visibly damaged, or the product inside is faulty, contact us promptly at [email protected] with photographs and your order details so that we can investigate with our courier partner, currently Evri or DPD UK depending on your region. Where a fault is confirmed, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015, in addition to the fourteen-day cancellation right described above, and we will not ask you to bear any cost associated with returning a faulty item.

10. Third parties involved in a return

Processing a return may involve sharing limited information with our courier partners so that they can arrange collection or verify delivery, and with our payment-at-door device provider, SumUp Payments Limited, where a refund needs to be reconciled against a card payment taken at the door. These providers are only given the information necessary to complete their part of the return and are contractually required to protect it.

11. International transfers relating to returns

Return and refund records may be processed using our website hosting and email infrastructure, some of which is provided by companies based outside the United Kingdom, including Vercel Inc. and ActiveCampaign, LLC in the United States. Where this occurs we rely on the UK International Data Transfer Addendum to the EU Standard Contractual Clauses, or another lawful transfer mechanism, to ensure appropriate protection for your information.

12. Your rights and how to raise a concern

In addition to your statutory cancellation and consumer rights, you have the rights described in our Privacy Policy in relation to any personal data collected during a return, including the right to request a copy of it or ask us to correct or delete it once it is no longer needed. If you are unhappy with how a return has been handled, contact us first at [email protected] or +44 113 289 4203; we aim to acknowledge return-related complaints within five working days and resolve most matters within thirty calendar days. You may also seek independent advice from Citizens Advice or, for data protection matters specifically, the Information Commissioner's Office.

13. Changes to this policy

We may update this Returns Policy if our processes, couriers or the applicable law change. Version history: 11 August 2026 — initial publication of this policy alongside the launch of delvona.world. We plan to review this policy at least annually, with the next scheduled review by 11 August 2027, and any return already in progress at the time of a change will continue to be handled under the policy in force when your order was placed.