Customer Services

COVID-19 Coronavirus Information

 

 Warehouse  

OK

no issues

 Admin UK

OK

no issues

 Delivery services

Delays

Disruptions in some areas, please check the status of your region using the links below.

 Import shipping

OK

no issues

 Admin USA

OK

no issues

 Warehouse USA

OK

no issues

 Manufacturing USA

OK

no issues

(Last update July 2021)

Please check the status of deliveries in your region.
We mostly use Royal Mail, DPD or Parcel Force

Unfortunately it seems the Covid 19 situation in the UK is still ongoing however most business and services are reopening to the public in some form. All services are currently running fairly normally, there may still be some postal delays in a few areas or routes but for the most part it does not seem to be a significant problem. We continue to operate with caution and with the safety of all staff and their families foremost in our minds. We thank all our customers for their continued support and understanding during this period.

Please note if you are trying to contact us the best method is to use the contact us form, where we can keep track of your enquiry or problem, if you call us please be aware the phone line is generally unattended so if you do call please leave us a message and we will get back to you. 

Unable to Login Issue

Please note that we have changed our store platform. While we have migrated our user data to the new system some user passwords have not transferred correctly or are not compatible with the new system. If you have any issues logging into your account please use the forgot password link to reset it. (If you do not get the reset password email please check your junk mail folder or email spam setting to ensure mails from rejuvi.co.uk are not blocked).

Customer Service

Shipping & Delivery
Returns & Replacements
Payment, Pricing & Promotions
Viewing Orders
Updating Account Information
Terms and conditions of sale.

Shipping & Delivery.

We aim to dispatch all orders promptly and for items that are in stock, or not special order or custom made items generally within one working day, (working days are Monday to Friday, excluding weekends and public or bank holidays in the UK).

Packages are sent under plain wrapping and in line with our environmental policy we may recycle or reuse suitable outer parcel packages and or packing materials. All parcels are sent via the most cost effective or appropriate method of shipping. For orders in excess of £50 deliveries may require a signature upon receipt. Please allow 2-5 days for your item to arrive after you have been notified of its dispatch. However we can only open a claim for lost items once 15 days has elapsed or we can identify that the package has been lost.

We attempt to keep stock of most common items, however some items may be by special order only, or not stocked due to cost/popularity/expiration. In such circumstances please allow around 10 working days for such items to be ordered or restocked. If there are significant delays though we will notify you.

In adverse circumstances (such as poor weather conditions, epidemics or events that may disrupt postal services)  please allow extra time for carriers to make deliveries.

Free Delivery Offer

Free delivery is availble to UK retail customers placing an order with a product value greater than £50. Our normal delivery charge for orders less than this value is £3.25. There are no cash alternatives to this offer and this value does not form part of your order. This offer is not available to wholesale customers or for delivery to any other area. Should for any reason there be a large discrepancy in delivery cost that we have not anticipated then we may contact you to discuss this.

The free delivery offer is only applicable to the first attempted delivery of any parcel/order, should a parcel be returned to us because of a failed delivery (i.e homeowner not home, parcel unclaimed, uncollected, mis-addressed etc.) then any subsequent deliverys may be chargeable at the appropriate cost. 

Delivery costs are based upon the order size, weight and value which affects the cost of delivery and delivery service used.

The free delivery offer does not extend to returns, please see returns and replacements sections for more information.

Order Tracking & Order Status

When your order is dispatched you will be sent an email with the relevant information, including any tracking numbers. You may also check on the status of your order by logging into your account and checking your orders there. The tracking information will display the carrier company and tracking reference number. If you go to the relevant carriers website i.e. Royal Mail you will be able to input the tracking number to get the status of your package.

My order says processing, what's happening ?

When you place your order it enters our processing queue, only once we have prepared and dispatched your order the status will change to complete or dispatched. On occasions where we are awaiting stock of a particular item we may ship parts of your order out, such as in stock items with the remaining items to follow. However you will get shipping and or tracking information on all packages that leave.

Returns and Replacements.

If for any reason you are not entirely satisfied with you purchase from us then in the first instance please contact us to discuss the issue. We will do our best to identify any fault or problem and the best remedy.

If you have brought the wrong item or ytou change your mind.
Please notify us within 14 days of receipt of the item. Please do not open or use the item. The item can be returned to us and we can refund or replace the item with the correct item (subject to price), please note you are liable for return shipping / postage costs.

If we have supplied the wrong item.
If we have sent you the wrong product, then please contact us within 30 days of receipt, we will arrange for the incorrect item to be returned and exchanged for the correct one. Please do not open or use the item.

Damaged broken or faulty items.
If an item has been damaged or broken in transit or is in any way faulty then please notify us. For your safety please do not open or use the item. Contact us and we will arrange return and replacement.

In the event of any dissatisfaction.
Please contact us to discuss, by their nature these items are classed as consumables and once opened or used cannot be returned for refund or exchange. However we would like all our customers to be more than satisfied so we would urge you let us know of any problems.

Returns may be sent to: 

Returns Consea, Unit 5966
PO Box 7169
Poole
BH15 9EL 

(Important: Any return must contain customer information and order number)


Payment, pricing and Promotions.

All orders must be paid for in full before dispatch. In the case of special order items these must be paid for before we order them from our supplier. The normal function of this store is to collect payment when you checkout. All payments are processed by trusted 3rd Party suppliers, currently PayPal Merchant Services, Braintree, Amazon payments or Coinpayments.net. We do not directly hold or have any access to your payment details. All transactions are secure.

Prices on the site are presented as is with no warranty for any errors or omission, in the case of incorrect pricing being applied we reserve the right to cancel any order. Completing the checkout purchase does not oblige us to complete or supply items that have been incorrectly listed. In such circumstances any payments will be fully refunded.

We accept payments for orders in many popular cryptocurrencies such as Bitcoin, Etherum etc. These payments are processed by Coinpayments.net. Please ensure that any payments are made to the correct address within the time limit specified by Coinpayments.net. We do not take any responsibilty for any loss of funds sent to an incorrect address. All payments are calculated at the exchange rate for your chosen currency at the time. Due to the volatile nature of cryptocurrency prices any refunds will be given in the fiat currency equivlent at the time. i.e if you pay 0.1 eth for an order that is subsequently retruned or cancelled you will receive the fiat value of that order as paid at the time, not the equivalent value of 0.1 eth at the time of refund or cancellation. It is at our discretion if we refund using a cryptocurrency any refund will be at the equivlent order value / exchange rate at the time, (i.e. you may not recive back the same amount of currency that you paid). 

We reserve the right to promote certain items from time to time, which may include changes in price both higher and lower. Once you have ordered a product the price you pay will be that which was applicable at the time. I.e if the same item becomes discounted, or increases in price you will not receive a refund or additional charge on any placed orders, even if those items have not been dispatched to you.
Please see our terms and conditions for full details.

Viewing Orders.

You may view your previous orders or the status of current orders in your account control panel. It is highly recommended that you create a user account to access this feature. Guest accounts or checkouts may only have limited access to order or return information, guests may check order or return status here.


Updating Account Information.

Please ensure that your account information particularly your address details are kept up to date and correct. We will use such information to process and dispatch your orders. We accept no liability for orders that are lost or misdirected because of outdated address or contact details.

You may check and update your account information when you log in.

For any further information please see our full terms and conditions.

If you have any questions or difficulties though please contact us.