Returns, clearly explained.

1. Scope of this policy

This Returns Policy applies to every purchase of B Complex Max made through sornevo.info from Sornevo Health Ltd, registered in England and Wales and trading from 47 Briggate, Leeds, LS1 6HJ. It sets out how to cancel an order, how to notify us of a return, what condition products must be in, and how any personal data collected during that process is handled. It should be read together with our Terms of Use, Delivery & Logistics Policy and Privacy Policy, which apply to the wider customer relationship. Nothing in this policy affects your other statutory rights as a consumer under UK law, including those arising under the Consumer Rights Act 2015.

2. Cancellation before dispatch

You may cancel an order at any time before it has been dispatched by calling +44 113 289 4708 or emailing [email protected] with your name and order details so that we can identify the request quickly. Because every order is confirmed by phone before it leaves our warehouse, most cancellations happen naturally during that call if you decide not to proceed. If dispatch has already occurred by the time you contact us, we will tell you honestly and explain that the statutory withdrawal process described in section 3 will apply instead. There is no cancellation fee for orders stopped before dispatch, and no payment is ever taken from you until the courier collects payment on delivery.

3. Statutory withdrawal period

Under the Consumer Contracts Regulations 2013, you have 14 calendar days from the date you receive your order to notify us that you wish to withdraw from the purchase, without needing to give a reason. To benefit from this right, products must be returned in their original, sealed condition, because unsealed food supplements are excluded from the right of withdrawal on hygiene grounds, as expressly permitted by regulation 28(1)(b) of the 2013 Regulations. This exclusion exists because, once a food supplement's seal has been broken, it can no longer be resold or safely reintroduced into the supply chain, and we apply it consistently and fairly to every customer rather than on a discretionary basis. If your product arrived already damaged or defective, this exclusion does not apply, and section 4 below explains how we handle that situation instead.

4. Faulty, damaged or incorrect items

If your parcel arrives damaged, if the seal was broken on arrival through no fault of your own, or if we have sent the wrong product, please contact us within 14 calendar days of delivery at [email protected] with a short description and, where possible, a photograph of the issue. We will not ask you to pay return postage in this situation, and we will offer a replacement or a full refund, including any delivery charge you paid, once the issue has been confirmed. We aim to resolve faulty or incorrect item reports within five working days of receiving your photographs or description, and sooner wherever the issue is straightforward. This right exists independently of, and in addition to, your statutory rights under the Consumer Rights Act 2015 concerning goods that are not of satisfactory quality, fit for purpose or as described.

5. How to notify us of a return

To exercise your withdrawal right under section 3, send a clear written statement to [email protected] or by post to Sornevo Health Ltd, 47 Briggate, Leeds, LS1 6HJ, stating your name, delivery address, order date and your wish to return the order. We will acknowledge receipt of your notice in writing, normally within two working days, and confirm the next steps, including where applicable an address for you to send the sealed product back to. You do not need to use a specific form to notify us, but including your order reference helps us process the request more quickly and avoids any confusion about which order you mean.

6. Data we collect during a return

Processing a return or cancellation requires us to collect and retain a small amount of personal data beyond what was already gathered at the point of order: the date and reason for the return request, any correspondence you send us, and, where relevant, photographic evidence of a damaged or faulty item. We use this information solely to assess the return, decide on a refund or replacement, and keep an internal record in case of a later dispute or regulatory query. We do not use return-related correspondence for marketing purposes, and photographs submitted to evidence a fault are used only for that specific claim.

7. Legal basis and retention of return records

We process return and cancellation data because it is necessary to perform our contractual obligations to you under Article 6(1)(b) of the UK GDPR, and, in relation to any refund issued, because we have a legal obligation to keep accurate financial records under the Companies Act 2006. Return and refund records are retained for seven years from the date the refund was issued, in line with our general accounting retention practice, after which they are securely deleted or anonymised. Correspondence relating to a return that did not proceed, for example because a customer decided to keep the item after all, is retained for two years unless a later dispute requires it to be kept longer.

8. Your rights in relation to return data

You may ask us at any time what information we hold about a specific return or cancellation, ask us to correct any factual inaccuracy in our notes, or ask us to erase historic return correspondence once the relevant retention period in section 7 has passed. Requests can be sent to [email protected] or by telephone on +44 113 289 4708 during our working hours of Monday to Friday, 9:00 to 17:30. We will acknowledge your request within five working days and provide a substantive response within one calendar month, extendable by two further months for particularly complex requests, with an explanation provided if that extension is needed. These rights sit alongside, and do not replace, your consumer rights to a refund or replacement described elsewhere in this policy.

9. Third-party processors involved in returns

Where a return requires a physical item to come back to us, our courier partners Evri and DPD may be used to arrange collection or to provide a returns label, and they will process your address and contact details as an independent controller for that collection only. Refunds are issued back to the original payment method used at the point of delivery; where that was a card payment taken by the courier's driver, the refund is processed through the courier's own card-payment provider rather than through Sornevo Health Ltd directly. Our order-management system, hosted through infrastructure provided by Vercel Inc., stores the return request record securely until it is actioned by our customer service team. We have appropriate contractual safeguards in place with each of these processors and do not share return data with anyone for advertising purposes.

10. Cookies on returns-related pages

This page uses the same limited set of cookies described in full in our Cookie Policy: a strictly necessary session cookie (sornevo_session) that supports basic site functionality for the duration of your visit, and a preference cookie (cookie_consent), lasting twelve months, that remembers your response to the cookie banner. No analytics or marketing cookies are required to submit a return request, and any optional analytics cookies are only active if you have separately given consent through the cookie banner described on every page of this site.

11. International transfers

Returns and refunds relating to orders placed on sornevo.info are handled entirely within the United Kingdom, since our courier network and refund processes do not routinely involve transferring your data outside the UK. Where our website hosting provider, Vercel Inc., processes a return-request submission on infrastructure located outside the UK as part of its ordinary global operations, that processing is carried out under the UK International Data Transfer Addendum to the EU Standard Contractual Clauses or an equivalent recognised safeguard, so that your data continues to be protected to a UK GDPR-equivalent standard.

12. Complaints and contact procedure

If you are unhappy with how a return has been handled, please first contact us at [email protected] or +44 113 289 4708, and we will aim to review and respond to your complaint within five working days. If your complaint concerns how personal data was handled during the returns process specifically, mark your email "Data Protection Query" and we will respond within one calendar month as described in section 8. If you remain unsatisfied after our internal process has concluded, you may refer a consumer dispute to an approved Alternative Dispute Resolution provider, or lodge a data protection complaint with the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, telephone 0303 123 1113.

13. Changes to this policy

We may update this Returns Policy from time to time to reflect changes in our processes, our courier arrangements, or applicable consumer protection law. Any update will be reflected in the revision log below, and where a change is material we will display a notice on this page for a reasonable period after publication. Continuing to place orders after an update has been published constitutes acceptance of the revised policy, although your existing statutory rights are never reduced by any change we make.

14. Revision and change log

This document does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. B Complex Max is a food supplement, not a medicine.