Complaints policy

If we've got something wrong, we want to hear about it — and we want to put it right. This page sets out exactly how we handle complaints, the timescales we hold ourselves to, and the independent routes you can take if you aren't satisfied with our response.

1. How to make a complaint

The quickest way is to email [email protected] with:

• Your name and (if applicable) order number
• A clear description of what happened
• What you'd like us to do to put it right
• Any photos, screenshots, or supporting information

You don't need to use any particular form of words. “I'm not happy with X, here's why” is enough — we'll take it from there.

If you'd prefer to write to us by post:

Complaints
My Wellness & Living Ltd
[Registered office address — to be added]

Email is faster — we can usually resolve email complaints same-day or next-day. Postal complaints take longer because of the post itself.

2. Our promise — timescales

We commit to the following service standards on every complaint:

• Acknowledgement: we'll acknowledge your complaint within 2 business days.
• Investigation & response: we'll investigate and respond with our position within 5 business days of acknowledgement for the vast majority of cases.
• Complex cases: if a complaint genuinely needs longer (rare — usually only when we're waiting on a carrier investigation or a supplier response), we'll write to you within the 5-day window to explain why and give you a realistic resolution date. Under UK consumer dispute regulations we will give you a final response within 8 weeks at the latest.

If your complaint relates to an order delivery, refund, or product condition, we'll usually resolve it within 24–48 hours — most ecommerce complaints don't need a 30-day process.

3. How we handle your complaint

When we receive your complaint we'll:

1. Acknowledge it (within 2 business days) so you know it's with us.
2. Allocate it to the right person — orders go to fulfilment, product issues go to our QA lead, billing goes to finance.
3. Investigate the facts — talk to suppliers and carriers if needed, look at our own records, check Stripe transactions, etc.
4. Respond with our findings, our position, and what we're going to do about it.

We treat every complaint as a chance to improve. Even where we don't agree the outcome you're asking for is the right one, we'll explain our reasoning, and we'll look at whether there's something we should change to prevent the same thing happening again.

4. Product safety / adverse events (MHRA)

If you experienced a suspected side-effect or adverse event after taking one of our supplements, please tell us first at [email protected] so we can investigate, refund where appropriate, and look at whether anything in our manufacturing or labelling needs to change.

You can also report directly to the UK regulator. Supplements are food, not medicines, so adverse events are usually reported to the Food Standards Agency (food.gov.uk). For CBD products specifically, the FSA has a dedicated channel for adverse-event reporting via the Novel Foods regime. If a suspected adverse event involves an interaction with a prescription medicine, the MHRA Yellow Card scheme (yellowcard.mhra.gov.uk) accepts public reports.

In an emergency, contact NHS 111 or your GP, or call 999if it's urgent.

5. Data-related complaints (ICO)

If your complaint relates to how we've handled your personal data — including the quiz health data we process under explicit consent — you can complain directly to the UK regulator: the Information Commissioner's Office (ico.org.uk, helpline 0303 123 1113). Our full data practices are in the Privacy policy.

6. Advertising / health-claims complaints (ASA)

If you feel any of our marketing or website copy makes a misleading or unsubstantiated health claim, you can complain to the Advertising Standards Authority (asa.org.uk). We design our copy to comply with UK NHCR, MHRA and CAP code — but if you spot something wrong, we'd genuinely like to know directly first so we can fix it quickly.

7. Records

We keep records of complaints (anonymised where possible) for 6 years. This helps us spot patterns and improve. See the Privacy policy for how we handle the personal data in those records.

Last updated 13 June 2026. To raise a complaint right now: [email protected].