Terms of service

1. About These Terms
1.1 These Terms and Conditions ("Terms") apply to all orders placed through the Heal Era online store ("we", "us", "our") by customers purchasing products for their own personal use ("you", "your"). By placing an order with us, you agree to be bound by these Terms.
1.2 We have written these Terms as clearly and honestly as possible, because transparency is one of our core values. If anything is unclear, please do not hesitate to contact us at healerauk@gmail.com , we are always happy to help.

2. Delivery Information

2.1 Delivery Costs
We offer free delivery on all UK orders over £24.99. For UK orders under £25.00, a flat shipping charge of £2.50 applies. We also deliver to a wide range of European destinations, with shipping costs calculated automatically at checkout based on your order weight and destination.

2.2 Dispatch Times
Orders are processed and dispatched Monday to Friday, excluding public and bank holidays. Orders placed before 10am will usually be dispatched the same day; anything after that will be sent within 2 business days. Choosing a faster postage option does not guarantee same-day or next-day dispatch once your parcel is with the courier, delivery timing is down to them.

2.3 Parcel Size
Most Heal Era orders are too large for a standard letterbox. If you are not home to receive your parcel, look out for a "sorry we missed you" card and arrange redelivery or collection promptly. Uncollected parcels are usually returned to us after 5 business days.

2.4 UK Delivery Times (Royal Mail)
2nd Class (including Recorded Delivery): 2–4 business days.

2.5 Europe
We deliver to a wide range of European destinations. Delivery costs and estimated timeframes are calculated automatically at checkout based on your order weight and destination simply add your items to cart and enter your address to see the exact cost and delivery estimate before you pay.

As a guide:

• Small, lightweight orders are sent as Large Letter mail, with Tracked and Tracked & Signed options available
• Larger orders are sent as parcels, with cost increasing based on weight
• Estimated delivery time is typically 5–10 business days, depending on destination and customs processing

If your country is not listed as a delivery option at checkout, we are unfortunately not currently able to ship there.

2.6 All delivery times set out above are estimates provided by our carriers, not guarantees. Once your order leaves us, we are unable to control or take responsibility for carrier or customs delays though we will always help however we can if something goes wrong.

2.7 Order Confirmation
You will receive two emails once you have placed an order: (i) an order confirmation with your receipt, usually within 24 hours; and (ii) a dispatch confirmation once your order is on its way, usually within 1–2 business days. If these do not land in your inbox, please check your spam/junk folder, or double-check the email address you used at checkout.

2.8 If Your Order Seems Late
Deliveries only run on business days, excluding holidays. Carrier delays do happen and are outside our control most parcels still arrive within a few days of dispatch. Always check for a missed-delivery card, especially if a signature was required.

If a reasonable window has passed with no card and no parcel, please contact your local delivery office or postal service directly, as it is often being held for collection. Uncollected parcels are typically returned to us, though this can take several weeks. If a reshipment is needed in this case, a £2.95 delivery charge will apply.

2.9 Lost, Delayed or Confiscated Parcels
An item is generally classed as lost after 15 business days (UK) or approximately 25 days (Europe) from the expected delivery date. Please make sure your address is entered correctly at checkout if a parcel is lost due to an incorrect address, we are unable to refund shipping costs, and a 25% restocking fee will apply.

2.10 It is your responsibility to check that you are permitted to import supplements or skincare products into your country. If your order is returned to us by customs whether due to import restrictions or local bans we will refund your order minus the shipping costs we incurred. In rare cases, customs may confiscate a shipment containing prohibited products; if this happens, we are unable to accept financial responsibility or offer a refund.

2.11 Orders will be delivered to the address provided at checkout. Please ensure your delivery details are accurate and complete before submitting your order. If an incorrect or incomplete delivery address results in your order being delayed, returned to us, or undelivered, we will contact you promptly to arrange re-delivery; additional postage costs may be passed on to you in these circumstances.

2.12 Nothing in these Terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 in respect of products that are faulty, not as described, or not fit for purpose.

3. Returns and Refunds
3.1 Refunds are currently available to customers ordering from the European Union (EU) only. If you are an EU customer and are not happy with your order for any reason, please contact us within 14 days of receiving it and we will do our best to make things right.
3.2 To be eligible for a refund, products must be unopened, unused, and in their original undamaged packaging. Because our supplements are intended for consumption, we are unable to accept returns of products that have been opened or used, for hygiene and safety reasons.
3.3 Where a refund is approved, we will refund the cost of the product to your original payment method. Please note that original delivery/postage charges are non-refundable.
3.4 We are currently unable to offer returns or refunds to customers outside the EU. If you have any concerns about your order, please get in touch and we'll do our best to help resolve it another way.
3.5 This section does not affect your statutory rights as set out in Clause 2.12, or your rights in respect of damaged, missing, or incorrect items as set out in Clause 4.

4. Damaged, Missing or Incorrect Items
4.1 We check every order carefully before dispatch, but if your item arrives damaged, faulty, missing, or different from what you ordered, please contact us at healerauk@gmail.com within 14 days of delivery so we can put things right.
4.2 To help us resolve this as quickly as possible, please provide your order number along with a photo of the item(s) received (and the packaging, where relevant to the issue).
4.3 Where a fault, damage, missing item, or dispatch error is confirmed, we will offer you a replacement or a full refund, including any applicable delivery charges, regardless of which country you are ordering from. This clause applies to all customers and is not limited to EU orders under Clause 3.
4.4 This clause does not apply to issues arising from carrier handling after dispatch, customs delays, or delivery problems, which are addressed separately under Clause 2.

5. Health and Product Disclaimer
5.1 All information provided about our products whether on our website, packaging, social media, or Wellness Journal is for educational and informational purposes only. It does not constitute medical advice and is not intended to replace the guidance of a qualified healthcare professional.
5.2 Heal Era supplements are not intended to diagnose, treat, cure, or prevent any disease or medical condition. They are designed to complement a healthy lifestyle and support overall nutritional wellbeing.
5.3 If you are pregnant, breastfeeding, taking prescribed medication, or managing a pre-existing health condition, we strongly recommend consulting your GP or a qualified healthcare professional before using any of our products.
5.4 We take every care to ensure the information published about our products is accurate and up to date. However, we are unable to accept responsibility for the misuse of any product purchased from our store.

6. Contact Us
6.1 If you have any questions about these Terms, need help with an order, or would like to raise an issue with a damaged, missing, or incorrect item, please reach out to us at healerauk@gmail.com. We are a real team of people who genuinely care about your experience with Heal Era, and we will always do our best to help.