Refund policy




RETURNS

The following sets forth the required return procedures. All returns must be made within 14 days after the product shipment date. All returned products must be unused and returned in accordance with the instructions received from contacting Customer Service at sales@livingplanetdistribution.com. All products not returned in accordance with the return procedure shall be subject to no refund or credit being issued. This returns policy applies to products bought directly from our website. If you have purchased products from a retailer or other online retailer then please contact them for their own returns and refund procedures.

STANDARD PRODUCT RETURNS

To be eligible for a return, your item must be unused and in the same condition that you received them with the lid seal intact. To be eligible for a return, the item must be complete, the container or wrapping undamaged and with any seals complete, intact and still fully bonded to the container.

You can return an unused item within 14 days of the date you receive it. If you wish to return an item to us, you must email us at sales@livingplanetdistribution.com and we will issue you with a returns label.

DAMAGED PRODUCTS

If the product arrives damaged or not substantially as described on the product information page the company will accept returns for a full refund only in accordance with the Refund policy below. Provided that the company confirms that your Product was a damaged product and was returned in accordance with the Return Procedures below, the company will issue a refund to your chosen method of payment or we will arrange for a replacement to be sent to you. Refunds will include the applicable delivery fee.

All delivery errors must be reported within 1 day of the date of delivery. All orders go through a rigorous checking system before being packed and leaving our warehouse. If you are a UK customer and you have not received your order within 10 days of dispatch date, then you must notify us within these 10 days. If you notify us after these 10 days then we will not be responsible for its location, and we may not be able to claim for the parcel if it is lost or stolen.

If you have received your parcel in a poor or damaged condition or have items missing, please try to keep all outer packaging so that we can collect this and send to our couriers for investigation. Any damaged boxes must be signed for as ‘damaged’ at delivery. Where possible sign with the word ‘damaged + your name’ in the signature box. You may be asked to send us photos of the damaged packaging and / or product, this is because photographic evidence helps us ensure the issue is dealt with quickly and efficiently and can sometimes suffice instead of collecting the product / packaging itself.

For questions on our returns please get in touch at sales@livingplanetdistribution.com

REFUNDS

Once we receive your item(s) we will check it and let you know that we have received it. Assuming the item(s) are in a condition reflective of the reason for a refund we will then process your refund. Refunds are made to your original payment method according to your payment issuers policy. Depending on the payment provider, there may be a couple of days’ delay in being credited. Refunds will be for the amount paid by you, less postage.

UNRECEIVED GOODS

If you have not received your goods within the time period notified on your Order Dispatch Confirmation, please contact us at sales@livingplanetdistribution.com

 

Planet Paleo 14-Day Satisfaction Guarantee

At Planet Paleo, we are committed to the quality of our products and want you to feel confident in your purchase.

If you are not satisfied, you may request a refund within 14 days of receiving your order by contacting sale@livingplanetdistribution.com with the subject line “14 Day Guarantee”, including your order number, full name, address, and reason for your request.

Important Conditions of the Guarantee

To ensure this policy is fair for all customers, the following conditions apply:

1. Trial Period & Expectations
Our products are designed to support the body over time. Benefits from collagen supplementation are typically experienced with consistent use over several weeks or months, rather than within a 14-day period.
This guarantee is therefore based on product satisfaction, not short-term results.

2. Fair Use Policy
This guarantee is intended to allow customers to trial a product responsibly.

  • It applies to one unit of a product per customer
  • Products must not be fully consumed or used beyond a reasonable trial amount
  • Use of multiple products simultaneously or at a maximum dosage may invalidate eligibility

3. Condition of Returned Goods
Products must be returned (including packaging) and must contain a reasonable remaining quantity to be eligible for a refund.

4. Return Process
Once your request is approved, we will provide return instructions.
Items must be returned within 14 days of confirmation using a tracked service. We cannot issue refunds for items not received.

5. Non-Refundable Costs
Delivery charges (including express), customs duties, taxes, and gift wrapping are non-refundable.

6. Right to Refuse
We reserve the right to refuse a refund where:

  • The policy has not been followed
  • Products have been used excessively or inconsistently with guidance