We're really sorry to hear you want to return your products, but don't worry you have 14 Days from the recorded delivery date to contact us if you have changed your mind. (Please see our Terms & Conditions)
To keep it simple, all you need to do is contact us through via firstname.lastname@example.org with your order number, the date of purchase, your name and address and the reason you wish to return your order. We will then act prompty and provide you with a Return Authorisation Code and necessary returns address. You must then arrange to return your order to arrive within the next 14 days. We are unable to accept returns after this time. Clearance and Sale items can not be returned.
Unfortunately we do not accept returns of opened orders or part used orders due to health and safety issues and legislation out of our control as food these products would not be suitable for re sale. If you have any doubts about flavours or your purchase, please initially choose a 28 Sample Diet Box or 5 Sample New Client Bundle to sample our products.
KeeDiet Returns/Cancellation Policy forms part of our Terms and Conditions of Sale and we reserve the right to change our Returns Policy at any time. It is important to check your order or items upon receipt and always before use. If any errors occur or issues arise they need to be reported to us immediately, so we can fully investigate either with our packing area CCTV or with the third party Couriers.
KeeDiet® operate a very quick weekday dispatch service. If you wish to cancel your order before we have dispatched, your payment will be refunded in full to your chosen payment method. However, if the order has already been dispatched and with the courier this will not be possible and you must contact us for an Authorisation Code (see below) and return your order/parcel at your own expense. If you wish to return your parcel after delivery, your parcel should be unopened and returned within 14 days of receipt (this will be taken from the couriers tracking system). Once we have received your order/parcel back in good/undamaged condition we will refund the price of the order less any delivery postage we have incurred. If free or discounted delivery has been applied to your order we will refund the cost of your order less the postage we have incurred. The returning of goods is the buyers responsibility.
To start a Returns process contact our Customer Care Team within 14 days of your order arriving through our Ticketed Message System to notify us and request a ARC (Returns Authorisation Code). Without this number we are unable to accept your Return.
When you shop with us online, your rights are protected under the Consumer Contracts Regulations as well as the Consumer Rights Act. As our products are food we do not accept returns of opened orders or part used orders due to health and safety issues and legislation out of our control.
Your right to cancel an order starts the moment you place your order and doesn't end until 14 calendar days from the day you receive your goods. The cancellation period expires 14 days after the day on which you acquired, or a third party acquired (other than the carrier) the goods/parcel/order and this date is taken from the couriers system, confirming that goods have been delivered.
To exercise your right to cancel or request to return your order, you must inform us of your decision in a written statement. Here is a standard request with the information we will require to help you.
I hereby give notice that I cancel my contract of sale of the following goods:
Please ensure that you are returning an unopened order and in the original packaging. Tapes, seals must be in place and products returned in a good condition. We are unable to accept opened or partial orders or those showing signs of being tampered with products/envelopes/boxes. To be accepted by us, unwanted goods need to be in pristine condition with all seals unbroken.
Please note we do not accept the return of Clearance or Sale items.
If you have any doubts about the new products you are considering purchasing, please choose a New Client Bundle or our 28 Sample Box or a few single packs. We may also sometimes have samples of High Protein or retail boxed flavours and will happily include these in an order if requested and available.
If free or discounted delivery has been applied to your order we will refund the cost of your order less the postage we have incurred to send your order. The returning of goods is the buyers responsibility.
Please read our Terms & Conditions of Sale for full details
We are sorry to hear that your goods haven't arrived in the expected condition. We pack dispatched parcels to a high standard and are happy to report that damage to goods is very rare. Unfortunately and occasionally damage to goods within a delivery box / parcel may occur and this is due to handling in transit and out of our control. We use the services of a courier company to deliver your goods and rely on them to take care and provide a good service.
Please do allow for some in-transit wear and tear, but if your outer delivery box has arrived in a poor condition and you are concerned that goods inside may be damaged or missing, please sign for your parcel and note the damage seen on the signature screen and then report the issue to us immediately, hopefully with attached images. We can then make our courier aware of your dissatisfaction and this should help with any necessary claim. We are unable to place a courier claim for damaged outer boxes
If you feel your parcel / delivery box is in a very poor condition and fear your goods inside may also be damaged. Either refuse to accept the parcel, request the drivers number or name and make the driver aware why you are refusing the parcel. Then notify us immediately and we will act to sort the issue as quickly as possible. We are unable to claim from the couriers if your parcel has been left if the driver was unable to personally hand the parcel to you or gain a signature. If when ordering you are not sure you will be available to accept your parcel, we recommend you organise delivery to a local collection point store address or update your delivery instructions on the couriers tracking notification to one of their collection point stores.
With lost parcels the quicker we act the better, so please notifiy us as soon as possible. Once we have notified you that your order has been dispatched, please track your parcel with the couriers automated tracking details. If you have not received automated tracking from the courier within a few hours of placing your order, please contact us and we will track your order and provide you with the details. If there is an issue or you are conerned, please contact us through via our Support Ticket system and we will start an investigation. If you have left 'Safe Place' instructions the courier terms and conditions state that this is done so with the Buyer responsible and the courier is not responsible for loss or damage (please see our terms & conditions for further details). We are always happy to help and will provide any information or open an investigation with the courier for you on your behalf.
We pride ourselves on our quick turn around service, once an order is received, parcels are dispatched quickly throughout the day with booked postal collections. If you have made an error on your order or input the wrong delivery address, please contact us immediately and we will do our best to help!
We can hopefully amend any order if it has not yet been dispatched, however this may mean a slight delivery delay. Unfortunately if your order has already been handed to the courier, we are unable to make amendments to the order.
Please contact us via the online Support Ticket and we will do our best for you.
Firstly if we have made an error, please accept our sincere apologies, we fully understand the frustration and disappointment this causes. Every care is taken with your order, we have a great packing team at the KeeDiet, so thankfully errors are quite rare, but we are not perfect. Each of our order packing stations are equipped with a CCTV camera to confirm staff preparing your order, this also allows us to instantly confirm and determine any errors we have made and be able to rectify them quickly.
Please get in touch with us and we will work to rectify the matter to your satisfaction at no extra cost to you. Once contacted we will ascertain how to best resolve the issue and take into consideration your preferences. This may include you returning the wrong items, issuing a refund for missing items or providing a replacement. We aim to resolve your issue quickly to try and cause as minimal inconvenience for you as possible.
Please contact us via our Support Ticket System, quoting your order number, provide details of the error, attaching images if applicable and how we can best resolve the issue for you.
KeeDiet® take product quality and the service we provide to you very seriously and continually strive to provide a wonderful shopping, ordering, product quality and delivery service. One we are proud to provide and would be happy to receive ourselves.
We improve from both positive and constructive feedback and always welcome our clients comments. Please contact us via our Support Ticket System to discuss any service or product problems you have experienced. If relating to an order or goods received please quote your order number and giving as much detail as possible and attach images if applicable.