Return Policy
This Return Policy forms part of the Terms and Conditions governing your use of the website at www.erynoq.com (the “Website”).
The Website is operated by Wilco Holding Ltd (trading as ERYNOQ), a company registered in England and Wales. This Policy applies to all purchases made through the Website by consumers in the United Kingdom.
Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 calendar days from the day after you receive the goods, without giving any reason.
To exercise your right to cancel, you must clearly inform us of your decision before the 14-day period ends. You may do so by:
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Emailing support@erynoq.com
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Contacting us through your customer account
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Using the model cancellation form set out below
Please include your order number and sufficient details to identify your purchase.
Once you have notified us of cancellation, you have a further 14 calendar days to return the goods.
Refunds Following Cancellation
If you validly cancel your order, we will reimburse all payments received from you, including the cost of standard delivery (being the least expensive delivery method we offer).
Refunds will be issued without undue delay and no later than 14 calendar days from the day we receive the returned goods or satisfactory evidence that they have been sent back (such as proof of postage).
Refunds will be made using the same payment method used for the original transaction, unless you expressly agree otherwise. We do not charge fees for issuing refunds.
You are responsible for the cost of returning the goods unless they are faulty, damaged, or incorrect.
Hygiene Exception for Food Supplements
Due to health and hygiene reasons, the right to cancel does not apply once:
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The tamper-evident seal has been broken
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The pouch has been opened
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The product has been used
This applies to all of our food supplements, which are supplied in sealed, tamper-evident packaging for consumer protection.
We reserve the right to reduce any refund to reflect handling beyond what is necessary to establish the nature, characteristics, and condition of the goods.
Faulty, Damaged, or Incorrect Products
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
If a product is faulty, damaged, or not as described:
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Within 30 days of delivery: you may reject the goods and receive a full refund, including standard delivery costs.
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After 30 days and within 6 months: we will offer a repair or replacement. If this is not possible or unsuccessful, you may be entitled to a refund (which may be reduced to reflect use).
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After 6 months: you may still have rights if you can demonstrate that the fault was present at delivery.
Please contact us as soon as reasonably possible with details of the issue and, where appropriate, supporting evidence such as photographs.
Where goods are confirmed to be faulty or incorrect, we will reimburse reasonable return postage costs.
Subscriptions
If you purchase products on a subscription basis:
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You may cancel your subscription at any time through your account or by contacting support@erynoq.com
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Cancellation will take effect from the next billing cycle, provided cancellation is made before the renewal date shown in your account
The cooling-off period applies to your initial subscription order only. Products supplied under a subscription are subject to the same hygiene and sealing requirements as one-off purchases.
Returns Process
If you wish to return goods, please ensure they are securely packaged and include your order number.
Once your return request is approved, we will provide return instructions and the appropriate return address.
We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.
Model Cancellation Form
(Complete and return this form only if you wish to cancel the contract. Use of this form is optional.)
To:
Wilco Holding Ltd
86–90 Paul Street
London
EC2A 4NE
Email: support@erynoq.com
I/We [ ] hereby give notice that I/We [ ] cancel my/our [ ] contract of sale of the following goods [ ] / for the supply of the following service [ ].
Ordered on [ ] / received on [ ]
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
General Information
This Refund & Returns Policy applies to UK consumers only.
We may update this policy from time to time. Any changes will be posted on the Website and will apply to future purchases.
If you have a complaint, please contact us first and we will endeavour to resolve it fairly and promptly. We are not obliged to participate in alternative dispute resolution schemes.