Returns

Returns Policy

Last updated: 11 August 2026. Under the Consumer Contracts Regulations 2013, you have 14 calendar days from receipt of your order to notify Grendova Health Ltd, 15 St Mary Street, Cardiff, CF10 1AD, that you wish to withdraw from your purchase, and this policy explains how that right applies to orders for Prenatal Complete and how to exercise it.

1. Scope of this policy

This policy applies to every order for Prenatal Complete placed through grendova.world and confirmed by our telephone confirmation process, and it explains your statutory right to withdraw from the purchase under the Consumer Contracts Regulations 2013, as well as your separate rights in relation to faulty goods under the Consumer Rights Act 2015. It applies only to consumers, meaning individuals acting for purposes wholly or mainly outside their trade, business, craft or profession; different arrangements apply to any trade or wholesale purchase. It should be read alongside our Terms of Use, which governs the wider contractual relationship between you and us.

2. Your right to change your mind

Because Prenatal Complete is ordered at a distance, through our website and confirmed by telephone, you benefit from a statutory right to change your mind under the Consumer Contracts Regulations 2013, which gives you 14 calendar days from the day you, or someone you nominate, receives the product, to notify us that you wish to withdraw from the purchase. This right exists regardless of whether there is anything wrong with the product, and you do not need to give a reason. You then have a further 14 calendar days from the date you notify us to send the product back to us, unless we have arranged to collect it ourselves.

3. Eligibility and condition of the product

To qualify for a full refund under the statutory withdrawal right described above, the product must be returned in its original, sealed, unopened condition. Because Prenatal Complete is a food supplement, unsealed products are excluded from the right of withdrawal for reasons of health protection and hygiene, in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, once the seal has been broken after delivery. If you open the seal before deciding whether to keep the product, you will not be able to exercise the statutory withdrawal right in respect of that unit, although your rights in relation to faulty goods under the Consumer Rights Act 2015 remain unaffected and are described in Section 8 below.

4. How to notify us

To exercise your right to withdraw, please email [email protected] or telephone +44 29 2089 4506 during office hours of Monday to Friday, 9:00 to 17:30, providing your full name, the delivery address used, the approximate date the order was received, and a brief description of your request. You do not need to use a specific form, but a clear statement that you wish to withdraw from the purchase is sufficient, and we recommend keeping a record of when and how you notified us. We will acknowledge your notification within two working days and provide instructions for returning the product.

5. Return address and packaging

Please do not send any parcel back to us before you have received our return instructions, as unsolicited returns sent without a reference may be delayed in processing. Once we have confirmed your withdrawal, we will provide a return address and a reference number to include with the parcel. Products should be returned in their original outer packaging where possible, with the seal intact, and we recommend using a tracked delivery service, as you are responsible for the product until it reaches us, unless a fault is later confirmed.

6. Refund amount and timing

Where your withdrawal is valid under this policy, we will refund the price paid for the product, and the standard delivery charge originally paid, using the same payment method you used, or, where payment was made on delivery to our courier, by bank transfer to an account you nominate. Refunds are issued without undue delay and, in any event, no later than 14 calendar days after we receive the returned product back, or, if earlier, 14 calendar days after you provide evidence that the product has been sent back to us. If you selected a premium or expedited delivery option at an additional cost above our standard delivery charge, we are only required to refund the equivalent of our standard delivery charge, in accordance with the Consumer Contracts Regulations 2013.

7. Reduction for use or condition

We may make a deduction from your refund if the value of the product has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and functioning, for example if the outer packaging has been damaged beyond reasonable inspection, although, as explained in Section 3, opening the sealed capsule pack itself removes the statutory withdrawal right entirely rather than merely reducing the refund. We will explain any proposed deduction clearly before finalising your refund, and you may ask us to review that calculation if you disagree with it.

8. Faulty or damaged products

If your sealed product arrives visibly damaged, or if you later discover a genuine manufacturing fault, your rights under the Consumer Rights Act 2015 apply in addition to, and separately from, the statutory withdrawal right described above, and these rights are not excluded simply because the seal has been broken in the course of ordinary use. Please contact us as soon as reasonably possible after discovering the issue, using the details in Section 4, and provide a description and, where possible, a photograph of the fault, so that we can arrange an appropriate remedy, which may include a replacement, a repair where relevant, or a refund depending on the circumstances and the time that has passed since delivery.

9. Non-returnable circumstances

In addition to the hygiene-related exclusion described in Section 3, we may decline a return where the product has clearly been used beyond what is necessary to inspect it, where the return is requested well outside the timeframes described in Sections 2 and 4 without a valid fault claim, or where we have reasonable grounds to suspect the return request is fraudulent. We will always explain our reasoning if we decline a return, and you retain the right to escalate the matter as described in Section 11.

10. Cancelling before dispatch

You may cancel your order entirely free of charge and without needing to invoke the statutory withdrawal right at all, at any point before we dispatch your parcel, simply by contacting us using the details in Section 4; because no payment is taken until delivery, there is nothing to refund in this scenario and no further action is required from you. This is the simplest way to change your mind if you have not yet received the product, and we encourage you to use it wherever possible rather than waiting for delivery.

11. Escalation and complaints

If you are unhappy with how a return or refund has been handled, please first raise the matter with our customer service team at [email protected] or +44 29 2089 4506, and we will acknowledge your complaint within five working days and provide a full response within thirty calendar days. If the matter remains unresolved, you may seek independent guidance from the Citizens Advice consumer helpline on 0808 223 1133, or from your local Trading Standards service, both of which provide free advice on consumer contract disputes in the United Kingdom.

12. Retention of return records

We retain records relating to withdrawals, returns and refunds, including correspondence and refund confirmations, for six years from the date the refund is issued, in line with our statutory bookkeeping obligations under the Companies Act 2006 and HMRC guidance on business record retention, as described further in our Privacy Policy.

13. Changes to this policy

We may update this Returns Policy from time to time to reflect changes in consumer protection law or our own processes, and the version published on grendova.world at the time your order is confirmed will govern that order. We recommend reviewing this page before placing a new order if some time has passed since your last purchase.

14. Revision and change log

14 January 2025 — initial Returns Policy published, referencing the Consumer Contracts Regulations 2013 and the fourteen-day withdrawal period. 3 June 2025 — added detailed guidance in Section 6 on refund timing and the treatment of premium delivery charges. 22 September 2025 — expanded Section 8 to clarify how faulty-product rights under the Consumer Rights Act 2015 apply separately from the statutory withdrawal right. 11 August 2026 — added the record-retention section, clarified the hygiene exclusion in Section 3, and updated complaint escalation routes in Section 11.