Returns, Refunds & Exchanges Policy Guide

At Antioxi, we are dedicated to providing you with a seamless shopping experience, and we understand that sometimes things may not go as planned. Whether you need to return or exchange a product, our comprehensive refund policy has got you covered. Here's everything you need to know:

Index

• Returns & Exchanges
• Refunds
• Late or Missing Refunds
• Sale Items 
• Exchanges
• Redeeming Your Store Credit

Returns & Exchanges

We offer a generous 30-day return policy for most of our products. To initiate a return, follow these simple steps:

Return Home Screen

1. Visit our returns portal by clicking here.
2. On the home dashboard, enter your order number and postal code, then click "Start."
3. On the next screen, choose your preferred refund option:
   
   
   • Manual Payment Method (Refund): Processed manually upon receiving and assessing your parcel.
   • Store Credit: Receive a store credit in the form of a gift card for future purchases.

Return Confirmation Screen

Follow these steps to continue with your return:

1. Prepare Your Items: Carefully pack the items you wish to return.
   
   
2. QR Code for Return Label: Scan the QR code at any Royal Mail branch for a return label. No printer? No problem!
   
   Print Your Own Label: Prefer printing at home? Select the "Print Return Label" option.
   
   
3. Return Your Items: Options include dropping your package at a nearby location or requesting a collection.

Please see instructional video below.

Arranging a Collection from Home

If you prefer the convenience of having your return picked up from your doorstep, follow these steps to arrange a collection:

1. Select Pick Up from Home Option: When you've completed the return through our returns portal, choose the "Arrange Collection from Home" option.

2. Prepare Your Package: Carefully pack the items you wish to return.

3. Print Your Return Label: Print out the return label provided in the returns portal and securely affix it to your package or item.

4. Await Collection: Once your return label is attached, await collection by our designated courier service.

For further guidance, please refer to the instructional video below:

Refunds

Once we receive your returned item and it meets the return criteria, our team will send you an email confirming receipt and approval of your return. Your refund will be processed, and credit will automatically be applied to your original method of payment within a certain number of days.

Please note that a £2.99 fee will be deducted from the total value of the order to account for restocking fees at our warehouse.

Late or Missing Refunds

If you haven't received your refund, please take the following steps:

1. Check your bank account to ensure the refund hasn't been processed.
2. Contact your credit card company for any processing delays.
3. Reach out to your bank, as they may have their own processing timeline.
4. If issues persist, contact our customer support team via webchat or at info@antioxi.co.uk for further assistance.

Sale Items

Please note that only regular-priced items are eligible for a refund. Unfortunately, sale items cannot be refunded.

Exchanges

Please note:

• Use the same return portal link for exchanges.
• Notify us when you have posted the product.
• New products will not be sent until the returned products are received or are in the process of returning.

Swapping Products

In cases where customers want to swap products to avoid waiting, new products may be sent while the return is in process.

Price Matching

• Ensure that the returned and desired products are of the same price. Check the prices on the website to confirm.
• If the prices differ, please reach out to us, and we will guide you through the process.
• If the new product is more expensive, we may create a payment link for the difference.
• If the new product is less expensive, a refund will be issued for the difference.

If you wish to exchange an unopened product, contact us via webchat or at info@antioxi.co.uk. Our dedicated team will guide you through the exchange process.

Redeeming Your Store Credit

If you've received a gift card and are unsure how to apply it, follow these steps:

Add Items to Your Cart

• Visit the Antioxi website and explore our range of mushroom products.
• Choose the item you'd like to purchase and click "Add to Cart."

Proceed to Checkout

• Click on the shopping cart icon or navigate to the checkout page.
• Review your order to ensure it includes the correct items and quantity.

Apply Your Gift Card

• On the checkout page, find the section labelled "Apply discount code or gift card code."
• Locate the gift card code received via email.
• Enter the code into the designated field.
• Click "Apply" to validate the gift card.

Complete Your Purchase

• After applying the gift card, review the updated order total.
• Continue with standard checkout, entering shipping information and selecting your payment method.
• Click "Place Order/ Checkout" to finalise your purchase.

Common Questions

Q: Where do I enter the gift card code?

• A: Enter the gift card code in the "Apply discount code or gift card code" section during the checkout process.

Q: Can I use the gift card for multiple purchases?

• A: Yes, the gift card can be used for multiple purchases until the full balance is utilised.

Q: What if I encounter issues during the process?

• A: If you face difficulties, reach out to our customer support team via webchat or atinfo@antioxi.co.uk for assistance.

At Antioxi Ltd, we value your satisfaction, and our refund policy is designed to ensure a hassle-free experience. If you have any questions or need assistance, feel free to reach out to us via webchat or at info@antioxi.co.uk. We're here to help!