Returns and complaints Policy

We are happy to accept returns for damaged products or if you are unhappy with your product it must be returned sealed and unopened. If you receive faulty or tampered with goods please contact us below before returning so we can have a better understanding of your return. We aim to process returns within 7 working days. Please send all returns RECORDED delivery or bring them in to us. We will not cover return delivery costs or be liable for lost returns.
 
 
​Customs and shipping policy

Customs in your country - International deliveries need to pass through customs, legal, regulatory and certain practical restrictions may apply. You are responsible for checking with customs before placing an order for international delivery.

If your delivery address is outside the EU please check thresholds and duties for your delivery address before placing an order as costs may be incurred. We will not be liable for import restrictions, any additional taxes, fees or levies or import duty on products. Disposal of products by customs may incur costs for which we are not responsible. It is your responsibility to research the destination country's laws.

We cannot be liable for items held up at customs, delivery depots or local post offices. Please contact us and we will provide you with tracking details.  Deliveries will be attempted twice before being returned to us. 
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To comply with the legislation, you or the persons named on the parcel (if it is a gift), may be required to pay additional taxes, fees or levies or import duty on products. MAKE SURE that you enter the correct delivery address and postcode.
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If the address is entered incorrectly the delivery may be held up. We will not be liable for this. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering, The recipient is the importer  and must comply with the laws and regulations of the country.

Complaint procedure

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know. 

 

If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes. 

 

 

Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion. 

First you should speak to the Manager.

Comments or suggestion boxes are available if you would rather make your suggestion that way.

If the suggestion is something that Eden Clinic as a company needs to consider you can send it to:

 

Dr Angela Servis

Eden Clinic, Churchview surgery, Plymouth

info@edenclinic.co.uk

07980125810

 

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

Eden Clinic assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.