I RECEIVED A FAULTY PRODUCT, WHAT DO I DO?

• In an extremely rare case where you’ve received your product, not in impeccable condition, kindly contact us at info@drkarlheinz.com
• We must fix this straightaway! So, when you first contact us, please include the following information to expedite the resolution:

a) Your Full Name

b) Your Order Number

c) Product Code

d) Picture of the Fault

e) Description of the Fault

• You can find your order number and product code on your order confirmation email.

HOW LONG DO I HAVE TO RETURN?

• You have 30-Days to return your order.

HOW DO I RETURN?

• You can book a free return by emailing us at info@drkarlheinz.com
• Items must be returned in their original packaging, unopened.
• You must obtain proof of postage just in case your order is lost on its way back to our warehouse.

HOW MUCH DOES IT COST TO RETURN?

• We offer FREE returns to our customers.

CAN I EXCHANGE INSTEAD OF A RETURN?

• Sorry, we do not offer product exchanges.
• Just return your product(s) and reorder products of your choice.
• Once we have received your returned products, we will process the refund for you.

HOW CAN I TRACK THE STATUS OF MY RETURN?

• You will receive an email notification as soon as we have refunded your return.

WHEN WILL I GET MY REFUND?

• Depending on your card issuer, a refund may take up to 10 business days to be credited back to your account.

CAN I CANCEL OR EDIT MY ORDER?

• We aim to service your order rapidly. Therefore, as soon as it is placed, our warehouse starts processing it in no time.
• Regrettably this means we will be unable to make any changes to it.
• In such a case, we would advise you to place another order or return any unwanted products.