Returns

1.1 This Return and Refund Policy (this “Policy”) is promulgated by Comfort Click Ltd., trading as WeightWorld (the “Company”), to set out, in clear, transparent, and legally compliant terms, the eligibility criteria, procedural mechanics, and substantive conditions governing the return, exchange, and/or refund of products purchased from the Company through its official websites and direct-to-consumer platforms.

The Company is committed to maintaining the highest standards of consumer safety, product quality, and regulatory compliance. Due to the nature of dietary supplements, nutraceuticals and other health-related products, certain returns, refunds and exchanges are subject to the additional conditions and eligibility requirements set out in Section 5 (Special Category: Health, Nutraceutical and Food Supplement Products). Except as expressly provided in this Policy or required by applicable law, returns, refunds and exchanges shall be processed solely in accordance with this Policy.

Customers are encouraged to contact the Company's Customer Service team before initiating any chargeback or third-party payment dispute to allow the Company a reasonable opportunity to resolve the matter promptly and in good faith, without prejudice to their statutory rights. Unless otherwise required by applicable law, the Company's liability in respect of any approved return, refund or exchange shall be limited to the purchase price paid for the affected product.

1.2. Applicable Territories – United Kingdom

This Return and Refund Policy forms an integral part of the Company's Terms of Use and applies exclusively to orders delivered within the United Kingdom. It is intended to comply with applicable UK consumer protection legislation, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and all other applicable statutory rights and consumer protection laws in force from time to time. Nothing in this Policy excludes, restricts or limits any statutory rights or remedies that cannot lawfully be excluded or limited. In the event of any inconsistency between this Policy and applicable law, the latter shall prevail to the extent of such inconsistency.

Products purchased through third-party marketplaces or retailers (including, but not limited to, Amazon or other authorized platforms) are subject to the return, refund, and cancellation policies of the respective platform or seller and are excluded from this Policy unless expressly stated otherwise.

Nothing in this Policy affects or limits the statutory rights available to consumers under the Consumer Rights Act 2015 or any other applicable law. Consumers are entitled to remedies where goods are not of satisfactory quality, fit for purpose or as described, including the right to reject, repair, replace, price reduction or refund, as applicable under the Consumer Rights Act 2015.

Where a product is alleged to be defective, the Company may request reasonable information or evidence to assess the claim and determine the appropriate statutory remedy. Any assessment or verification process will be conducted in accordance with applicable law and shall not prejudice the consumer's statutory rights.

The conditions, procedures and limitations set out elsewhere in this Policy, including those relating to returns, opened products, packaging, authorisation requirements or timeframes, apply only to discretionary returns and shall not restrict, qualify or otherwise affect any non-excludable statutory rights or remedies available under applicable law.

Subject to the exceptions set out below, consumers purchasing products through Our Website have the statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel their order within 14 calendar days of taking physical possession of the goods, without giving any reason. To exercise your statutory right to cancel, you must notify the Company before the expiry of the 14-day cancellation period by submitting a clear and unequivocal written declaration of your decision to cancel. You may do so by contacting our Customer Support team via email at info@weightworld.uk or by post at our registered address.

The statutory right to cancel does not apply to products exempt under the Consumer Contracts Regulations, including sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery, or goods that have become inseparably mixed with other items after delivery. These exclusions include certain dietary supplements, nutraceuticals and other health-related products, as further described in Section 5.

Where a valid cancellation request is received, the Company will reimburse all payments due in accordance with applicable law, including standard delivery charges where required. Unless otherwise agreed or required by law, customers are responsible for the direct cost of returning cancelled goods.

Return Shipping Costs upon Cancellation: The consumer shall bear the direct cost of returning the goods, unless the Company has agreed to bear such costs or has failed to inform the consumer of this obligation in accordance with regulation 34(9) CCRs 2013.

4.1 Outside of the statutory right to cancel set out in Section 3, and without prejudice to the statutory remedies set out in Section 2, discretionary goodwill returns will be accepted only if requested within thirty (30) days from the date of confirmed delivery, as evidenced by carrier tracking records. Any return request submitted after this period shall be deemed ineligible for a discretionary goodwill return and will not be approved, save to the extent a statutory right under Section 2 continues to apply.

A discretionary goodwill return may be authorized solely at the Company’s discretion and only where all of the following conditions are satisfied cumulatively:

• a return request is submitted within 30 calendar days of confirmed delivery;

• the product remains unopened, unused, untampered with, and in its original packaging, including all seals, labels, and inserts;

• valid proof of purchase is provided; and

• A return authorization Number has been issued in advance.

Note — Failure to satisfy any one of the foregoing conditions renders the goods ineligible for a discretionary goodwill return, without prejudice to any statutory right that may separately apply under Section 2 or Section 3.

In accordance with UK health and hygiene regulations and prevailing industry practice, and as more particularly set out in Section 5 below, dietary supplements, nutraceuticals, and other consumable health products that have been opened or used cannot, for reasons of public health, safety, and quality assurance, be resold, restocked, or redistributed. Accordingly, such products are not eligible for a discretionary goodwill return under this Section 4, subject always to any mandatory statutory rights under Section 2 and Section 3.

The Company reserves the right, at its sole and reasonable discretion, to inspect returned products and to accept or decline a discretionary goodwill return if the foregoing eligibility criteria are not strictly satisfied.

4.2. Faulty, Damaged, or Incorrect Goods [Statutory Remedies]

If a product is received in a faulty, defective, damaged, materially non-conforming, or incorrect condition, the customer should promptly contact our Customer Care team. Subject to verification and in accordance with the CRA 2015 and other applicable consumer protection law, the Company will assist the customer with the appropriate remedy, including repair, replacement, price reduction, refund, or such other remedy as is available under Section 2 of this Policy.

Where a product is alleged to be materially defective or materially non-conforming at the point of delivery, the customer is asked, as a matter of good practice and to facilitate prompt investigation, to notify the Company within three (3) calendar days of receipt and to provide reasonable supporting evidence (for example, photographs or a description of the defect); this practical timeframe is without prejudice to, and does not curtail, the statutory time limits set out in Section 2 above. Minor variations in packaging, labelling, or appearance that do not affect product identity, safety, or quality shall not constitute a defect.

Upon verification of the claim, and subject to applicable law, the Company shall, at its discretion and in accordance with the hierarchy of remedies set out in Section 2.2, provide one or more of the following:

• Replacement of the product at no additional cost to the customer (return and shipping charges shall be borne by the Customer in accordance with Section 6);

• Repair of the Product, where reasonably Practicable;

• Refund of the purchase price, in whole or in part, or a proportionate price reduction, as applicable

5.1 Regulatory Basis. Food supplements, nutraceuticals, vitamins, minerals, and other consumable health products supplied by the Company are subject to a distinct and heightened regulatory regime, including, without limitation: Regulation (EC) No 178/2002 laying down the general principles of food law (as retained in UK domestic law); the Food Safety Act 1990; the Food Supplements (England) Regulations 2003 (and the equivalent regulations applicable in Scotland, Wales, and Northern Ireland); the Food Information Regulations 2014; the General Product Safety Regulations 2005 (as saved and amended); and, where a product’s composition, presentation, or claimed function brings it within the scope of the Human Medicines Regulations 2012, applicable guidance issued by the Medicines and Healthcare products Regulatory Agency (“MHRA”) on the borderline between medicinal products and food supplements.

5.2 Rationale for Exclusion. Once the seal, security wrapping, or tamper-evident packaging of a food supplement, nutraceutical, or other consumable health product has been broken or removed, the Company can no longer verify, to the standard required by applicable food safety and hygiene law, that the product has not been contaminated, adulterated, incorrectly stored, or otherwise compromised. For this reason, and consistently with regulation 28(1)(b) of the CCRs 2013, such products cannot be resold, restocked, or redistributed once unsealed, irrespective of whether they remain visually intact.

5.3 Scope of Exclusion. Accordingly, the following products are excluded from both the statutory right to cancel (Section 3) and the discretionary goodwill return arrangements (Section 4) once opened, unsealed, or used:

• dietary and food supplements (including capsules, tablets, powders, gummies, and liquids);

• nutraceutical and functional food products;

• vitamins, minerals, and herbal preparations;

• personal care, topical, and consumable health and wellness products;

• any product bearing a hygiene seal, security seal, or shrink-wrap that has been broken or removed by, or at the direction of, the customer.

5.4 Unopened, Sealed Products. For the avoidance of doubt, this exclusion applies only to products that have been opened or unsealed. Health, nutraceutical, and food supplement products that remain sealed, unopened, and in their original condition remain eligible for cancellation under Section 3 and for a discretionary goodwill return under Section 4, subject to the conditions set out therein.

5.5 Preservation of Statutory Rights for Defective Products. Nothing in this Section 5 shall exclude, restrict, or limit the customer’s statutory rights under Section 2 in respect of health, nutraceutical, or food supplement products that are defective, unsafe, contaminated, mislabeled, or otherwise fail to conform to the CRA 2015 or applicable food safety legislation. The Company recognizes that a customer may, of necessity, need to open a product’s packaging in order to discover such a defect, and the mere fact that a product has been opened shall not, of itself, defeat an otherwise valid claim under Section 2 or Section 4.2 in respect of a genuinely defective or unsafe product. Any concern regarding the safety of a food supplement or health product should be reported promptly to the Company’s Customer Care team and, where appropriate, may also be reported to the MHRA Yellow Card Scheme (yellowcard.mhra.gov.uk) or to the relevant local authority environmental health or trading standards department.

To protect the health and safety of our customers and ensure product integrity, the following items cannot be returned or refunded except where the item is faulty, damaged, incorrectly supplied, or where you have other statutory rights under applicable law:

● opened or unsealed food supplements, nutraceuticals, vitamins, consumable products, or personal care products;

● products returned without a valid Return Authorisation ("RMA") issued by the Company, where an RMA is required under this Policy;

● products damaged as a result of misuse, improper storage, accidental damage, unauthorised modification, or failure to follow the product instructions;

● products clearly identified as Final Sale, Clearance, or Non-Returnable at the time of purchase, except where required by law;

● gift cards, digital products, downloadable content, and other non-tangible goods.

Nothing in this section limits or excludes any rights that cannot lawfully be excluded under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

Where a refund is approved, it will be processed using the original payment method unless you expressly agree to receive the refund in another form permitted by law, such as store credit or a gift voucher. Where applicable, any refund issued as store credit or a voucher shall be subject to the terms communicated at the time of issue and will not be redeemable for cash except where required by law.

For cancellations made under your statutory right to cancel, we will reimburse all payments received from you, including the cost of our standard delivery service, within fourteen (14) days of receiving the returned goods or satisfactory evidence that they have been returned, whichever occurs first. Where permitted by applicable law, any deduction from a refund (including any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods) will be made only in accordance with the Consumer Contracts Regulations 2013.

Refund processing times may vary depending on your payment provider or financial institution, and we are not responsible for delays outside our reasonable control.

Where you exercise your statutory right to cancel a purchase, you are responsible for the direct cost of returning the goods unless we have expressly agreed otherwise or applicable law provides differently. If we have supplied goods that are faulty, damaged, defective, or incorrect, we will reimburse reasonable return shipping costs or provide a prepaid return method where appropriate.

We recommend obtaining proof of postage when returning any item, as we cannot be responsible for items lost in transit where no evidence of dispatch is available.

9.1 Contact Us First

If you have a question, complaint, or concern regarding your order, refund, return, or any aspect of our products or services, please contact our Customer Support Team using the contact details provided in this Policy.

We aim to:

● acknowledge your complaint within two (2) business days; and

● provide a substantive response or resolution as quickly as reasonably possible, normally within fourteen (14) calendar days.

Where additional investigation is required, we will keep you informed of our progress.

9.2 Escalation

If you remain dissatisfied after our initial response, you may request that your complaint be reviewed by a senior member of our Customer Support, Legal, or Compliance team.

We will conduct an independent review and issue our final response within a reasonable period.

9.3 Alternative Dispute Resolution

We are committed to resolving complaints directly through our internal complaints procedure and encourage customers to contact us in the first instance so that we may seek to resolve any concerns promptly and fairly.

At present, we do not participate in Alternative Dispute Resolution ("ADR") schemes, and we are under no legal obligation to do so under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Nothing in this Policy limits, excludes, or affects your statutory rights or your right to seek independent advice or pursue any remedy available under applicable law, including commencing proceedings before a court of competent jurisdiction.

If you require independent consumer advice or wish to raise concerns with a relevant regulatory body, you may contact:

Citizens Advice, for free and impartial consumer advice and guidance; and

The Advertising Standards Authority (ASA), for complaints relating to advertising, marketing communications, or promotional claims.

Nothing in this section prevents you from exercising any rights or remedies available to you under applicable consumer protection legislation.

The Company reserves the right, acting reasonably and in good faith, to refuse or limit any return, refund, exchange, replacement, store credit or future order where it reasonably believes that:
(a) fraudulent, dishonest or unlawful activity has occurred or is suspected;
(b) this Policy or any promotional offer is being abused, manipulated or circumvented;
(c) products have been intentionally damaged, altered or misused;
(d) excessive, repetitive or abnormal return activity indicates misuse of the Company's returns process;
(e) false, misleading or incomplete information has been provided in support of a claim; or
(f) a request otherwise fails to comply with this Policy.

The Company may carry out reasonable verification checks before processing any request. Any action taken under this Clause shall not affect or restrict any non-excludable statutory rights available to consumers under applicable law.

Where required by applicable law, we will provide appropriate notice of any material changes before they take effect. Your statutory rights remain unaffected by any amendment to this Policy.
We may update this Policy from time to time to reflect changes in our business practices, legal requirements, or regulatory obligations. The latest version will always be published on our website together with its effective date.

Material changes to this Policy will be communicated through reasonable means, including notification by email or by prominent notice on the Company’s website. Non-material updates may take effect immediately. Nothing herein limits any mandatory consumer rights under applicable UK law.

If you have any questions, concerns, or require assistance regarding our products, orders, returns, refunds, or this Policy, please contact us using one of the methods below:

Email: info@weightworld.uk

Postal Address: Comfort Click Ltd., Unit 8, Sevenoaks Enterprise Centre, Bat & Ball Road, Sevenoaks, Kent, TN14 5LJ, United Kingdom