1. Order Cancellations (Before Dispatch)
You may cancel your order before it has been dispatched by emailing us at support@drberg.uk. If your order has not yet left our warehouse, we will issue a full refund, including the original delivery charges.
2. Damaged or Defective Products
If your item arrives damaged or defective, please contact us immediately at support@drberg.uk, including:
- A description of the issue
- Clear photos of the product and packaging
We will:
- Provide a free return label
- Either replace the item at no cost or issue a full refund, including original shipping costs
Products must be returned with original packaging to qualify for a refund or replacement.
3. Returns of Unused and Unopened Products
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
https://www.legislation.gov.uk/uksi/2013/3134/contents
You have the right to return unused, unopened items within 14 calendar days of receiving your order.
To qualify:
- Products must be sealed, unopened, and in re-sellable condition
- You must provide proof of purchase (invoice or receipt)
- You are responsible for return postage costs
Refunds will be issued to your original payment method within 7–14 business days after we receive and inspect the return. Return address:
Dr Berg UK
Unit 1, The Old Sand School
Fen Place Farm
East Street
Turners Hill
United Kingdom
RH10 4QA
4. Opened Products or Adverse Reactions
For health and hygiene reasons, we cannot accept returns of products that have been opened, unsealed, or used, unless the product is faulty or not as described, in line with the Consumer Rights Act 2015:
https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted
If you experience an adverse reaction, please email us at support@drberg.uk with details. While adverse reactions may occur due to individual sensitivities, this does not automatically entitle the customer to a refund, unless the product was:
- Defective
- Contaminated
- Incorrectly labelled
- Or otherwise, unsafe
We strongly recommend reviewing the ingredients list and allergy information prior to purchase.
5. Postage Refunds
- If you cancel an order before dispatch, or return an item under your 14-day right to cancel, we will refund the standard delivery charge (not premium or express options).
- If the product is faulty or damaged, we will refund all postage.
- In all other cases (e.g. change of mind), original and return shipping costs are non-refundable.
6. Sale Items
Sale items are refundable at the sale price paid, not the original retail price.
7. Lost Orders or 'Delivered but Not Received'
We use Royal Mail and other tracked services to ensure safe and timely delivery. Once an order is marked as delivered by the courier, it is considered fulfilled. If your parcel is:
- Marked as delivered, but you did not receive it, or
- Lost in transit
Please contact us at support@drberg.uk. We will:
- Investigate with the courier
- File a missing parcel claim where applicable
- Offer a replacement or refund, depending on the outcome of the investigation
If delivery was confirmed to the correct address and no courier issue is found, we may be unable to issue a refund. We advise checking with neighbours, household members, and Royal Mail for tracking updates.
We do not take responsibility for orders delivered to incorrect addresses provided by the customer.
8. Statutory Rights
This policy does not affect your statutory rights under UK law. For more information, visit:
- Consumer Rights – GOV.UK: https://www.gov.uk/accepting-returns-and-giving-refunds
- Consumer Contracts Regulations 2013: https://www.legislation.gov.uk/uksi/2013/3134/contents
- Consumer Rights Act 2015: https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted