Refund and Return Policy

Last updated: 10/02/2026

This Refund and Return Policy sets forth the terms and procedures by which customers of HAYVO LIMITED, a private limited company incorporated in the United Kingdom, may return products and request refunds.

HAYVO LIMITED is committed to ensuring customer satisfaction while fully complying with applicable consumer protection legislation in the United Kingdom, including the Consumer Rights Act 2015.

We believe in transparency, fairness and respect for consumer rights across all markets where we operate.

This Policy applies to all orders placed through our official online store and fulfilled from our distribution centres.

1. Cancellation

1.1. If you are a consumer, you are legally entitled to withdraw from the purchase contract within 14 calendar days from the date you, or a designated third party (other than the carrier), physically receive the goods.

1.2. We also apply this 14-day cancellation period on a contractual basis to our customers generally, without prejudice to any additional statutory rights that may apply in your country of residence.

1.3. To exercise this right:

  • send a written notice of cancellation to our customer service team by email or post within the 14-day period;
  • clearly indicate your intention to cancel the purchase (for example, by stating that you are exercising your right to cancel/withdraw from the contract);
  • you may use any standard withdrawal form provided under local law, but this is not mandatory.

1.4. Contact details for cancellation notices:

Email: info@hayvoltd.com
Company Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

2. Consequences of Cancellation

2.1. Upon receipt of your cancellation notice and the returned goods (see section 4), we will issue a full refund of all payments received from you in respect of the order, including the standard shipping cost (if originally paid), within 14 days.

2.2. Refund conditions:

  • refunds will be made using the same payment method you used for the original transaction, unless we have expressly agreed otherwise;
  • you will not be charged any additional fees in connection with the refund;
  • we reserve the right to withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earlier.

2.3. These rights exist in addition to your statutory rights in relation to faulty or misdescribed goods (see section 6).

3. Return Process and Guidelines

3.1. In order to qualify for a refund under this Policy, returned items must meet the following criteria:

  • products must be returned unused and in a condition suitable for resale;
  • items should be returned in their original packaging with all safety seals, labels and inserts intact;
  • returns must be initiated and dispatched within the 14-day period described in section 2.

3.2. Unless otherwise agreed, you are responsible for the direct cost of returning the goods to us, except where:

  • the goods are faulty or not as described; or
  • we have sent the wrong item.

3.3. In such cases, we will either provide a prepaid return method or reimburse your reasonable return shipping costs.

3.4. We recommend using a tracked shipping method for returns, as you are responsible for the goods until they reach us and we are not responsible for lost or undelivered return packages.

4. Products That Cannot Be Returned

4.1. Because we sell food supplements and related products, and for reasons of hygiene, health and safety, certain product types are excluded from our return policy, except where they are faulty or not as described. These include:

  • opened or used health and cosmetic products (e.g. supplements, creams, oils, etc.);
  • items with broken safety seals or removed hygiene labels;
  • goods made to the consumer’s specifications or clearly personalised;
  • perishable products or those with a short expiry date;
  • gift cards, promotional codes and other non-tangible digital items.

4.2. Nothing in this section affects your statutory rights in relation to goods that are faulty, not as described, or otherwise do not conform to the contract.

5. Faulty or Incorrect Items

5.1. We take product quality, safety and order accuracy seriously. If you receive a product that is defective or damaged during transit, or is not what you ordered (wrong item, wrong quantity, etc.), please notify us as soon as reasonably possible and in any event within 7 days of delivery.

5.2. To report an issue:

  • contact us via email at info@hayvoltd.com with your order number;
  • describe the issue clearly and, where possible, provide photos of the item and any packaging damage;
  • we may request that you return the defective or incorrect product to us for inspection (at our cost, where the item is in fact faulty or incorrect).

5.3. Depending on the circumstances and your legal rights, we will offer one or more of the following options:

  • replacement of the defective or incorrect product;
  • full refund including original shipping costs;
  • store credit of equivalent value, if you prefer.

These remedies are in addition to, and do not limit, your statutory rights under applicable consumer protection laws.

6. Timeframe for Refunds

6.1. Once a return has been received and approved by our quality control team, we will process your refund within 5 to 10 business days. You will be notified by email when your refund has been issued.

6.2. Please note:

  • the time it takes for the refund to appear in your account may vary depending on your payment provider and financial institution;
  • card issuers and banks may take additional time to post the refund to your account once we have processed it.

7. Delays or Missing Refunds

7.1. If you believe your refund is delayed or missing, please take the following steps:

  • check your bank account or card statement again to confirm that the refund has not been received;
  • contact your credit card company or bank, as it may take some time before your refund is officially posted;
  • if you have completed the above steps and still have concerns, please contact us at info@hayvoltd.com and we will assist you promptly.

Please include your order number and any relevant correspondence so that we can investigate efficiently.

8. Customer Support

8.1. We strive to offer exceptional customer service. If you have any questions regarding returns, refunds or this Policy in general, please contact our support team:

Email: info@hayvoltd.com
Company Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

9. Modifications to This Policy

9.1. HAYVO LIMITED reserves the right to amend this Refund and Return Policy from time to time. Updates will be published on our Website with the effective date noted above.

9.2. The version of this Policy that applies to your order is the version in force at the time you placed your order, unless a change to the Policy is required by law or a regulatory authority (in which case it may apply to orders you have already placed, to the extent required).

9.3. By purchasing through our Website, you agree to be bound by the terms of this Policy as they stand at the time of your order.