Returns Policy
This policy explains your right to cancel an order, how to return Elderberry Zinc, and how refunds are processed, in accordance with the Consumer Contracts Regulations 2013.
Last updated: 5 June 2026. Issued by Talvena Wellness Ltd, Company No. 14692038, 33 High Street, Bristol, BS1 2AW.
1. Scope of this returns policy
This policy applies to every order for Elderberry Zinc placed through talvena.world and confirmed by telephone on a pay-on-delivery basis, and it sets out your statutory rights as a consumer alongside the practical steps for exercising them with us. It applies regardless of whether you paid the courier in cash or by card on delivery, since your cancellation rights arise from the contract formed at telephone confirmation, not from the method of payment used. It does not apply to any bulk or trade order placed by a business for resale, since the statutory cancellation rights described here are reserved for consumers acting outside the course of a trade, business, craft or profession. Where we refer to "you" in this document we mean the individual consumer who placed or received the order.
2. Your right to cancel under the Consumer Contracts Regulations 2013
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason, without needing to give a justification, during the cancellation period described in this section. Where your order has not yet been dispatched, you may cancel at any time simply by telephoning +44 117 289 4607 or emailing [email protected], and no charge will apply. Once your order has been delivered, you have 14 calendar days from the date of receipt to notify us that you wish to cancel and return it, and a further 14 days from that notification to send the goods back to us. This right exists independently of any goodwill returns process we may also offer, and nothing in this policy reduces the statutory minimum period of 14 days.
3. How to notify us of a cancellation or return
To exercise your right to cancel, you can telephone us on +44 117 289 4607 during office hours, Monday to Friday, 9:00 to 17:30, email [email protected], or write to Talvena Wellness Ltd, 33 High Street, Bristol, BS1 2AW, clearly stating your name, order details, and your decision to cancel. We recommend telephoning or emailing in the first instance, since this allows us to confirm receipt of your cancellation and to advise you of the correct return address without delay. You do not need to use a specific form, but you must communicate a clear statement of your decision to cancel within the applicable period described in section 2. Once we receive your cancellation notice, we will send you a written acknowledgement, usually by email, within 2 working days.
4. Condition of returned goods
Because Elderberry Zinc is a food supplement supplied in a sealed container for reasons of health protection and hygiene, your right to return the product for a refund applies only where the outer seal remains intact and unbroken, in accordance with the exception to the right of withdrawal permitted under regulation 28(1)(b) of the Consumer Contracts Regulations 2013. If you have opened or broken the seal on the capsule pack, we are unable to accept the return or issue a refund for hygiene and safety reasons, except where the product was faulty or not as described, in which case your separate statutory rights under the Consumer Rights Act 2015 apply in full. Where the seal is intact, please return the product in its original packaging, including any leaflet or documentation supplied with it, and take reasonable care of the goods while they are in your possession.
5. Refund process and timeframes
Where a return is accepted in line with sections 2 to 4 above, we will issue a refund of the price paid, including the standard delivery charge, within 14 calendar days of the earlier of the date we receive the returned goods or the date you provide evidence that you have sent them back to us. Because orders are paid on delivery rather than online, refunds are ordinarily issued by bank transfer to an account you nominate, and we will ask you to confirm your bank details securely by telephone once your cancellation has been accepted, rather than requesting them by email. We do not charge any administration fee for processing a valid cancellation or return, though you will usually be responsible for the direct cost of returning the goods to us unless we have agreed otherwise or the goods were faulty.
6. Faulty or incorrect goods
If Elderberry Zinc arrives damaged, faulty, or different from what you ordered, your rights are not limited to the 14-day cancellation period described above, and you should contact us as soon as reasonably possible at [email protected] or +44 117 289 4607 so that we can arrange a replacement, refund, or repair as appropriate under the Consumer Rights Act 2015. We will ask you to describe the fault and, where possible, provide a photograph to help us assess the issue quickly, and in these circumstances the intact-seal requirement in section 4 does not apply, since the fault is not something you caused. We will reimburse any reasonable cost of returning faulty goods to us and will process a resolution within 14 calendar days of confirming the fault.
7. Personal data we collect to process returns
To process a cancellation or return, we collect your name, order reference, telephone number, the reason for return where you choose to share it, and, where a refund is due, the bank account details necessary to make the repayment. We do not store your full bank account details after the refund has been completed; they are used only to process the single transaction and are then deleted from our active systems. This information is processed alongside your original order data described in our Privacy Policy, and is subject to the same security safeguards described in that policy.
8. Legal basis for processing return data
We process the personal data described in section 7 on the basis that it is necessary for the performance of our contractual obligations to you, specifically our obligation to honour your statutory cancellation rights and to issue any refund due. Where we retain limited data about the return for our own records after the refund is complete, such as the fact that a return occurred and the reason given, we do so on the basis of our legitimate interest in maintaining accurate business and accounting records and in identifying any patterns that might indicate a product quality issue requiring wider investigation.
9. Retention periods for return records
Records of cancellations, returns, and refunds are retained for six years from the end of the relevant financial year, consistent with the retention period applied to order records generally, in order to satisfy our obligations under the Companies Act 2006 and HM Revenue and Customs guidance on business records. Bank details provided solely to process a refund are deleted from our active systems within 30 days of the refund being completed, and are not retained for any longer than necessary to confirm the payment has cleared. Correspondence relating to a faulty goods complaint is retained for the same six-year period as other order records, since it may be relevant to any future quality assurance review.
10. Your rights and third-party processors
You have the data protection rights described in full in our Privacy Policy, including the right to access or request erasure of the personal data we hold about your return, subject to our overriding need to retain financial records for the statutory period described in section 9. Refunds are processed through our business banking provider and, where relevant, through Xero (UK) Limited, our accounting software processor, each of which is bound by contractual confidentiality and security obligations. No return or refund data is shared with our courier partners beyond confirming that a parcel has been returned to us, where relevant to arranging collection.
11. International transfers
Return and refund data is processed and stored within the United Kingdom in the ordinary course of business. Where our accounting software processor, Xero (UK) Limited, or our banking provider relies on infrastructure located outside the UK for backup or resilience purposes, an appropriate safeguard recognised under UK data protection law is required to be in place, consistent with the approach described in section 9 of our Privacy Policy. We do not knowingly transfer return or refund data to any processor outside the United Kingdom without such a safeguard.
12. Complaints procedure and contact
If you are unhappy with how a cancellation, return, or refund has been handled, please contact us first at [email protected] or by telephone on +44 117 289 4607, Monday to Friday, 9:00 to 17:30, so that we can investigate and resolve the matter directly. We aim to acknowledge return-related complaints within 2 working days and to reach a resolution within 14 calendar days, in line with the refund timeframe described in section 5. If you remain dissatisfied, you may also contact your local Citizens Advice consumer service for free, impartial guidance on your consumer rights, or, where appropriate, pursue the matter through the small claims process.
13. Revision history
We periodically review this Returns Policy to ensure it continues to reflect the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and our own operational processes for handling cancellations and refunds. Material changes are logged in the table below, together with the date they took effect, so that customers who ordered under an earlier version of this policy can see what has changed. Where a change would reduce your statutory rights, it will not apply retrospectively to orders placed before the change took effect.
| Date | Change |
|---|---|
| 18 January 2026 | Initial publication of the Returns Policy alongside the launch of talvena.world. |
| 2 March 2026 | Clarified the intact-seal requirement for hygiene reasons and added the faulty goods section in full. |
| 5 June 2026 | Added detail on refund timeframes, bank detail handling, and the retention periods applied to return records. |
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