What is our product guarantee?

We stand fully behind our products. If you are not satisfied, for any reason, request your return in your account within 30 days of delivery to initiate the return process (at your cost). It doesn't matter if the product has been opened or not, as long as you did not use more than 2 sachets in case you opened it (how else are you going to try it?). Upon receipt of the parcel, we will give you a full refund. Please note that delivery costs will not be refunded.

Please note we do not offer partial refunds on bundles or sets, and all items must be included in your return to qualify for a full refund.

Please note, we are only able to accept returns/provide refunds for orders purchased through https://liquid-iv.co.uk. Samples will not be eligible for return.

Our 30-day money-back guarantee doesn’t affect the legal right to cancel.

 

How do I return an order?

• Before returning a product, please request your return in your account.
• Customer care team will send you return instructions once your request has been approved.
  
• It is not possible to exchange products.
• If you return a product without informing us, it may result in us being unable to process your return.
• Please mention your order number, the item you want to return and the reason.
• Please pack the item(s) securely and include the invoice or packaging slip. If these are not available any longer, then please do not forget to mention your order number and name on a separate piece of paper.
• Please note that we don’t include return labels with orders. When you request your return in your account and your return is approved, they will provide you with the return address.
• You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
• We aim to process returns within 10 working days of receiving the goods back.
• If you had received a free gift/product upon ordering during one of our promotional offers and would like to return your whole order, then you would also need to return the free gift/product back to us with the rest of your order for us to process your refund. Should you return your whole order, but keep the free gift/product, then the value price of the free gift/product will be deducted from the refund of the rest of your order.
• Refunds are processed to the card/method of payment that was used in the original order.
• Empty packaging of products cannot be accepted.
• Returns that exceed the 30-day guarantee period cannot be accepted.
• We do not accept returns from orders placed via a reseller.

 

How do I cancel an order?

Your right to dissolve an agreement for the sale of products, entered into through this Site, can only be exercised under the following conditions:

• You must notify us by e-mail or letter within 14 days after you have received the parcel containing the products, stating that you wish to exercise this right;
• After having sent the notification as mentioned in paragraph 1, you must without undue delay and in any event no later than 14 days, return, at your cost, the parcel to the address as indicated by us in the instructions you have received from us by e-mail after your notification is processed;
• After we have received the cancellation notice, we will issue a refund within 14 days of the purchase date, including standard postage costs and excluding any applicable taxes and duties other than VAT.
  
  

How do I file a complaint?

If you have a complaint about a product or service, please contact our customer care team under this form. You will receive an answer as quickly as possible. Usually, this will be within a day, but ultimately within 14 days after the day that your complaint was received. Should the processing of your complaint need longer than this, you will receive within the period of 14 days a confirmation of receipt and an indication of when you can expect a full answer.