Website Terms & Conditions

Welcome to the Igennus Healthcare Nutrition website, https://igennus.com/.

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use which, together with our privacy & cookie policy and our terms and conditions of sale, govern Igennus Healthcare Nutrition Limited's relationship with you in relation to this website, whether you are a guest, a registered user, or just accessing or browsing the website. If you disagree with any part of these terms and conditions, please do not use our website.


The term 'Igennus Healthcare Nutrition' or 'us' or 'we' refers to the owner of the website, the term 'you' refers to the user or viewer of our website. 


  1. Igennus Healthcare Nutrition

The content of the pages of this website is copyright to Igennus Healthca­­­­re Nutrition Limited or our content and technology providers. All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

You are welcome to view, print and download the contents of the website for personal use, but not for any commercial purposes or re-publication.


  1. Contacting Us

Our registered office address is: Igennus Healthcare Nutrition, St John’s Innovation Centre, Cowley Road, Cambridge, CB4 0WS.

You can also contact us by telephone on +44 (0)1223 421434, by email: support@igennus.com, or by using our live chat function on our website.


  1. Changes to the Website

We update the website regularly and you should note that we may change, withdraw or correct any website content or our services at any time. While we endeavour to keep the website up to date, please be aware that on very limited occasions, content may be out of date.  


  1. Website Information

We have tried to ensure that all information on this website is accurate, using sources that we believe to be reliable. However, please be aware that the content of this website is not intended to amount to advice upon which you should rely on its own, and any reliance you place on such content is at your own risk. You should seek specialist advice before taking or refraining from taking any action based on the content available on or via the site.


  1. Limit of Liability

Neither we nor any third parties make any representation or give warranty or guarantee of any kind as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.

You acknowledge that such information and materials may contain inaccuracies or errors and you are responsible for ensuring that any information or goods available on our website meet your specific requirements. We expressly exclude liability for any loss (direct, indirect or consequential) which may arise from reliance on information contained in this website or in respect of any such inaccuracy, error or omission, except in relation to death or personal injury caused by our negligence.


  1. Information about You

We process information about you in accordance with our privacy policy. By using the website, you consent to such processing and you warrant that all data provided by you is accurate.

 

Terms and Conditions of Sale

Please read the Terms and Conditions carefully before making any orders with us and contact us or a legal advisor if you have any questions. By placing an order with us, you confirm that you have read, understood and agree to the Terms and Conditions and that you agree to be bound by them. If you do not agree to be bound by all of the Terms and Conditions, please do not proceed and please do not place orders with us.


  1. Description of Products

The description and specification of products on this website is only approximate and we reserve the right to make changes which do not materially affect the quality or performance of those products at any time. We may correct any error appearing on the website or withdraw any product from sale without incurring liability. Price and availability is also subject to change without notice.


  1. Ordering Products

You may order products from the website through the check-out procedure or over the telephone by following the steps we discuss with you. After you submit your order on the website we will send you an email acknowledging that we have received it and confirming the details of the order. Please note that this does not mean that we have accepted your order. 

We will confirm acceptance of your order either over the phone at the time of your order or by email to the address you have given stating that the products have been dispatched. The sending of this e-mail (whether or not it is received) together with the Terms and Conditions forms the legally binding contract for the sale and purchase of the products. 


  1. The Price and Payment

The price payable will be the price quoted on this website at the time we accept your order. The product price will include value added tax (VAT) at the applicable rate chargeable in the UK, but not the cost of delivery. In addition to the product price, you will have to pay our delivery charges as quoted on this website at the time we accept your order - unless you qualify for free delivery. The amount of these charges varies according to the method of delivery and the delivery address you specify in your order. 

Payment is made by accepted debit or credit card, GooglePay, or PayPal at the time we accept your order. (The payment methods we accept are listed in the website at the time you place your order.) By giving us your payment details, you confirm that the card being used is yours or, if you are acting for a business, that you have the authority to use it. Your card and payment details are processed by us and our online payment provider in accordance with our Privacy Policy. All card payments are subject to authorisation by your card issuer.

Once we have accepted your order over the phone or by sending you a confirmation email, you agree to pay us as set out in the Terms and Conditions and in accordance with the terms and conditions of PayPal, GooglePay, our payment provider BrainTree, and Shopify.

Our online payment provider is authorised and registered by the Financial Services Authority and is obliged to comply with the Payment Card Industry Data Security Standard (PCI DSS) and to keep all of your personal information secure and private. Please refer to their terms and conditions for further information. 

Refunds will generally be made by means of a credit to your original payment method.

Although every care is taken to ensure the quality of content on this site, occasional errors may occur and items may be priced incorrectly. If we discover an error in the price of the products, we will either contact you to ask if you wish to continue with your purchase at the correct price or cancel the order, or cancel the order and notify you at our own discretion. We are under no obligation to supply goods at the incorrect price.


  1. Delivery charges & information

Orders received before 2pm Monday-Friday are usually dispatched from our warehouse on the same day, provided that payment has been received. Orders placed after 2pm or on weekends are dispatched the following working day.


Delivery estimates

Your order will be fulfilled within the estimated delivery window given on this website depending on the delivery method chosen at check-out, unless there is a delay due to circumstances outside our control. Subject to your cancellation rights set out below, we will not be liable for any delay or failure to deliver the products due to such circumstances, including any failure in our guaranteed next-day delivery service. If there is any delay we know about, we will contact you with a revised estimated delivery date. We will try to deliver all of the products in one order together, unless you have requested otherwise, but we reserve the right to deliver your order in instalments, for example if there is a delay on a particular product. If you request us to deliver in instalments, then we may charge you extra delivery costs at our discretion. 

Please ensure that you provide a valid street address where somebody will be available to receive the parcel between 9am and 5pm as the courier service cannot provide specific delivery times. If you are unlikely to be at home during those hours, please provide an alternative address. The courier will leave a card with their details, in the event that you are not available. They will re-attempt delivery twice, or you will have the chance to collect your parcel from your local depot. Should these attempts to deliver still fail, then the parcel will be returned to Igennus. We reserve the right to charge the normal postage fee if we have to re-send your parcel. 


Importation of food supplements - regulations & customs charges

Please note that for all non-EU destinations, it is your responsibility to check domestic regulations regarding importation of food supplements, since classification of individual nutrients can vary from country to country - sometimes nutrition supplements acceptable in one country are classified as medicines in another. If, for any reason, you are unable to import our food supplements due to local market regulations, any fees charged to us for returning the goods will be deducted from your refund once the goods are received back at our warehouse. Any applicable customs charges are payable by you and Igennus accepts no responsibility for any charges imposed on you upon import. 


Lost or damaged shipment

We will arrange a replacement or refund for lost parcels.* A parcel may be considered lost if it has not arrived within the following time periods:

  • UK - 10 working days 
  • Europe - 20 working days
  • Rest of World - 25 working days

* Please note that in order to claim a refund or full replacement you must report a missing parcel within 20 calendar days in the UK, and 70 calendar days for Europe and Rest of World. As soon as you suspect a parcel is lost please report it to us by email or phone on 01223 421434 (+44 1223 421434 international). Our phone lines are open Monday to Friday from 9:00am to 5:30pm GMT. We may ask you to confirm the loss of your parcel in writing before sending out a replacement.


  1. Returns & Exchanges

When you shop with us, we want you to be completely satisfied. If you are not happy with your purchase you can return it to us for a full refund, provided the products are returned in saleable condition, and you inform us within 7 working days of receiving the goods. The cost of returning the goods to us is your responsibility. We recommend the use of a recorded delivery service. 

Please do not return an item without informing us and please ensure that all returned goods are clearly marked with your name and order details. Please return products in a saleable condition, unsoiled and with no damage to the container, lid, seal or label. We recommend the use of a recorded delivery service. Please note that we do not issue refunds if the product has been opened. This does not affect your statutory rights. Return to address listed in item 2 (Contacting Us). 

If you receive your order and find that it has been damaged, or is not the item which you ordered, we will refund or exchange the item, including the cost of delivery, and the cost of returning the goods to us. We may ask you for a photo of the problem, the Lot or Batch number of the product, the product code, the expiry date and we may ask you for proof of purchase from us. 


  1. Cancelling Orders

You have a legal right to cancel your Contract with us under the Consumer Contracts Regulations 2013 by notifying us in writing at any time up to 14 days after your products have been delivered (if you receive your order in instalments, this means 14 days after your receipt of the final instalment). The notification should state your order number and give the reason for cancellation. 

If you wish to exercise your right to cancel an order after it has been dispatched, we will refund the original purchase price and if you have paid for delivery, our standard delivery charge, provided that you have notified us in writing no longer than 14 working days after you received the products and provided that you have taken reasonable care to return them undamaged and unused in the products’ original and undamaged packaging with any security strip intact. You must return them to us as soon as is reasonably practicable (and no later than 14 days after you let us know of the cancellation). 

Unless the products are faulty or not as described or were incorrectly supplied, you will be responsible for the cost of returning the products to us. 

You can no longer cancel your order once you have opened the product containers or used the products. However, your statutory rights concerning the quality of those products will be unaffected. 


  1. Promotions & Special Offers

Whilst we can’t guarantee the availability of promotions and special offers, we will endeavour to provide a range if discounts, discount codes and offers with the aim of providing the highest quality supplements at the best possible value. Promotions and special offers will be labelled on our website and sometimes sent to you by email (if you’ve provided email permissions in accordance with our privacy policy) and must only be used in accordance with the terms of the specific promotion or offer. Price and availability is subject to change without any notice. Promotions and special offers, including reward points, cannot be exchanged for cash.


  1. Rewards Programme

If you have an end-user customer account with us, you are eligible to join our Rewards Programme, in which you can earn reward points that are exchangeable for discount coupons. From time to time, various other means of earning additional points may be available, including submitting product reviews and referring friends to shop with us. 

You will earn 5 reward points for every full £1.00 you spend on our website. Each point is worth £0.01, equivalent to 5% cashback. We may offer extra reward points during special promotional periods, information about which will be sent via email as long as you have provided an email address and agreed to receive news and offers in accordance with our privacy policy. Earning points for other activities vary and are subject to change without notice. 

Any new points you earn will appear automatically after every transaction at our shop and you will also receive an email notification each time you earn new points. Your Rewards are accessible from the tab on the left-hand side of our website once you are logged in. Here you can view your rewards points balance and redeem points for coupons, as well as discover ways to earn new reward points, including your unique refer-a-friend link. 

As your Rewards balance increases, your points can be redeemed for various coupons offering discounts on future purchases. Only one discount code may be used per order and coupons are redeemable online only. Reward Points are valid for three years. 

Unsubscribing from marketing emails does not affect eligibility to earn loyalty points, but please note that loyalty points notification emails are considered transactional emails and are not affected by unsubscribing. 

Igennus reserves the right to make changes to the Rewards Programme at any time. 


  1. Limit of Liability

We cannot accept liability for deterioration of products or damage to products we have supplied that is caused by your failure to follow the advice given in the product instructions, including a lack of care in terms of the use and storage of the products. It is your responsibility to adequately store the products and ensure they continue to be safe to use. We shall not be liable for any indirect or consequential loss or damage that arises from a product fault not caused by us. 

For business customers, we will under no circumstances be liable for loss of profit, sales or revenue, anticipated savings, business opportunity, goodwill or reputation, or for any business interruption or indirect or consequential loss or damage.


  1. General

Please note that the Terms and Conditions, their subject matter and their formation, are governed by English law. You and we both agree to that the courts of England will have non-exclusive jurisdiction over any claim arising from or related to a visit to the website. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland. For businesses, we also retain the right to bring proceedings against you for breach of the Terms and Conditions in your country of residence or any other relevant country.

 

Subscribe & Save 

By registering for Subscribe & Save purchases at Igennus Healthcare Nutrition, you are accepting the following Terms and Conditions:

Subscribe & Save customer account required:

You must have an end-user account here at Igennus Healthcare Nutrition, a valid email address, and a credit card and/or debit card to participate in our Subscribe & Save programme.

Subscribe & Save order placement:

Select ’Subscribe & Save’ on the product’s detail page. Select the quantity and schedule delivery that works for you, from monthly to 3 monthly.

By placing a Subscribe & Save order, you authorise Igennus Healthcare Nutrition to automatically place and ship recurring orders for your selected subscription item/s. After placing your first order, you can choose the date for your future orders from the ‘Manage subscriptions’ section of your account. 

Subscribe & Save final order amount: 

Your Subscribe & Save order's final total may vary due to shipping costs.

Your order total will include shipping cost – it will be applied based on the shipping method you selected on your initial Subscribe & Save order, e.g. if you select UK Royal Mail 2nd class shipping on your original order, this shipping method will be used for all subsequent Subscribe & Save orders unless and until you change the shipping choice yourself.

Your actual shipping cost will be the current rate for your chosen shipping method. If you want to change your Subscribe & Save delivery address, you can go to your Account section, log in and edit your shipping or billing details.

Shipping for orders value above £20 is always free for UK mainland orders.

Discount coupons and special offers cannot be applied to Subscribe & Save orders.

Subscribe & Save orders are part of the Igennus Healthcare Nutrition rewards programme and points will be earned based on Subscribe & Save spend (5 reward points per £1.00). Points can be exchanged for discount coupons that can be redeemed against one-time purchase products.

Subscribe & Save order minimum:

The minimum term of 3 orders is required before cancellation.

Subscribe & Save order payment: 

By placing a Subscribe & Save order, you authorise Igennus Healthcare Nutrition to charge the credit/debit card you provided for subsequent Subscribe & Save orders until you cancel your Subscribe & Save order. Unless modified by you, the credit card you used to set up the initial Subscribe & Save order will be charged for subsequent orders. Subsequent orders will not be charged until the day the order is placed and forwarded for processing. 

Credit or debit card payments are the only valid payment types accepted for Subscribe & Save order payment. Coupons will not be accepted.

Subscribe & Save orders cannot be processed in the same transaction as one-time purchase products.

Failed transactions

If your credit card is declined at the time of initial or subsequent Subscribe & Save order placement, your order will not be placed or dispatched; you will be notified by email that your Subscribe & Save payment has failed and you will need to update your credit card information.We will attempt to process payment 3 times using your chosen payment method, once per day, before your subscription is cancelled. Once your payment information is corrected, your Subscribe & Save order will be processed. To update your credit card information, you can go to your Account section and update your credit card information.

Subscribe and Save order notification:

You will receive an order confirmation email after each Subscribe & Save order is processed and shipped. You will receive a reminder of your next order 7 days prior to your next shipment. Any changes to your next order must be made at least 2 days before your shipment date. 

Subscribe and Save back-ordered items:

To prevent overselling, if we do not have products in stock, we will not charge you for unprocessed orders. We will retry your transaction when stock is restored. Any back-ordered Subscribe & Save order item(s) will be shipped as soon as they become available.

A back-ordered item will not affect the Subscribe & Save order schedule for the back-ordered item. Subsequent Subscribe & Save orders of that item will continue to be shipped according to the schedule you specified on setup of your account.

Cancellation of Subscribe & Save orders:

The minimum term of 3 orders is required before cancellation.

You may cancel your Subscribe & Save subscription by going to ‘Manage subscriptions’ found in your Account. You may modify or cancel your Subscribe & Save order up to 2 days prior to your next order.

Cancelling a Subscribe & Save order/item will stop all future shipments of that order.

Should you wish to sign up to this process again, you will need to create a new Subscribe & Save order.

Changing Your Subscribe & Save order:

Modifying subsequent Subscribe & Save orders is easy. Simply log in to your Account and select ‘Manage subscriptions’.

Acceptance of Subscribe and Save terms and conditions:

By placing a Subscribe & Save order you are agreeing to be bound by these Subscribe & Save terms and conditions, as well as our general terms and conditions.