RETURNS

14 DAYS COOLING-OFF PERIOD 

For customers who reside in the United Kingdom, you are entitled to exercise your right to cancel your order within a period of 14 days, without being required to provide any justification. 

twoplus Fertility do not accept cancellations after the 14 days cooling-off period if:

• You’ve changed your mind after your order has been shipped. 

• You over-ordered. 

• You decided not to use the product. 

To ensure we can process your return, please do not open the sealed outer packaging (i.e. the brown delivery box that contains the products, refer to Fig 1a). Our products are personal in nature and once the outer packaging is opened, we cannot accept returns. twoplus Fertility retains the right to decline a cancellation of order if the goods are not returned in an acceptable condition or if they are found to be damaged. 

Please note: As all deliveries come with discreet packaging, please refer to the delivery label on the outer box (Refer to Fig 1c) which would include your tracking number to identify that the package is from twoplus Fertility. 

Fig.1a: Sealed outer packaging. This is how your package should look when you receive it. 

Fig. 1b: Example of product from opened outer packaging. Brown box has been opened to reveal the products inside. This will make your order ineligible for returns. 

Fig. 1c. Discreet delivery label on the outer packaging. Look for this label on the outer box, and match this with your Royal Mail tracking number to identify that this is your package from twoplus Fertility.

The cancellation period shall conclude after 14 days from the date on which the goods are physically received by:

(a) You (the customer), or

(b) An individual, other than the carrier, duly designated by you to take possession of the goods.

To initiate the cancellation of order within the 14-day period from the date on which the goods are delivered to you, follow these steps:

1. Email service@twoplusfertility.com and provide the following information:

• Order number

• Full name used for the order

• Email address used for placing the order

• Photographs of the product with intact outer packaging (i.e., the outer box must be sealed) 

2. twoplus Fertility will respond to you with the necessary return details. Alternatively, you can fill in the cancellation form to initiate the cancellation of your order. 

Please ensure that all the specified information is included in the communication to facilitate a smooth cancellation process. If you require assistance, please email service@twoplusfertility.com. 

You are required to send back the goods without undue delay and, in any event, no later than 14 days after the day on which you have informed twoplus Fertility of the cancellation.

In cases where applicable, you shall be responsible for bearing the cost of returning the goods in the event of cancellation. For distance contracts where the goods, by their nature, cannot typically be returned by post, you will also be responsible for the cost of returning the goods. 

Should you have chosen Express Delivery for the goods instead of Standard Delivery for order fulfillment, twoplus Fertility shall not be obligated to refund the cost of Express Delivery as part of the reimbursement in the event of order cancellation within the 14-day period. Customers who have selected Express Delivery for order fulfillment will be reimbursed the cost of the product price only if the cancellation is approved. 

The reimbursement shall be conducted without undue delay and, in any event, no later than the end of 14 days after the day on which twoplus Fertility is informed of your decision to return the product, provided that the product possess intact outer packaging and remains sealed at the time of return to twoplus Fertility. 

If the cancellation is approved, twoplus Fertility will process the reimbursement using the same payment method employed by you for the initial transaction. Please understand that it can take some time for your bank or credit card company to process and post the refund to your account. 

Exceptions to the 14-day cancellation period include: 

(i) In the case of a sales order encompassing multiple goods ordered by you (the customer) in one order, but delivered on separate days, the cancellation period shall conclude after 14 days from the date on which the last of the goods is physically received by:

(a) You (the customer), or

(b) An individual, other than the carrier, duly designated by you to take possession of the goods.

(ii) In the case of a sales order for the regular delivery of goods during a defined period exceeding one day, the cancellation period shall conclude after 14 days from the date on which the first of the goods is physically received by:

(a) You (the customer), or

(b) An individual, other than the carrier, duly designated by you to take possession of the goods.

Last updated: 8 Nov 2024