Refund policy
Thank you for choosing HeyLO! for your low-carb bread products. We're committed to ensuring you receive high-quality products that support your healthy lifestyle. While we take extensive measures to ensure your HeyLO! products arrive in perfect condition, we understand that issues can occasionally arise.
Product Quality Concerns
If your order arrives damaged please contact our Customer Service team at heretohelp@weareheylo.com within 24 hours of delivery.
- Include photos of the affected items and packaging where possible
- Specify whether you would prefer a replacement or refund
We guarantee 5 days of freshness from delivery for all bread products. Our team will promptly address your concerns and provide an appropriate solution.
Delivery Issues
For orders that haven't arrived within the expected timeframe:
- Next-day delivery: Please contact us if not received after 2 working days.
- Standard delivery: Please contact us if not received after 4 working days.
Our team will investigate with Royal Mail tracking, provide status updates, and arrange replacement shipments when necessary.
Return Limitations
Due to the nature of food products and for health and safety reasons:
- Perishable goods including bread, granola, and crackers cannot be returned.
- Products purchased cannot be returned based on taste preference alone.
If you receive incorrect items in your order, please contact us for prompt resolution without returning the product.
Product Feedback
We value your feedback on our products. If you've tried one of our items and it wasn't to your satisfaction:
- We welcome your detailed feedback to help us improve.
Address Corrections
If you need to correct your delivery address:
- Address changes requested within 2 hours of order placement can typically be accommodated.
- Any after this we may not be able to catch your order in time before dispatch.
Contact Information
Our Customer Service team is available to assist you:
- Email: heretohelp@weareheylo.com
- Response time: Within 24 hours (Monday-Friday)
We also invite you to join our community in the Facebook group "Say Heylo to low carb living" for additional support and to connect with other customers.
Our Commitment
As a small business dedicated to supporting your low-carb lifestyle, we're committed to resolving any issues quickly and fairly. Each situation is reviewed individually, and we strive to provide solutions that ensure your satisfaction with the HeyLO! experience.
Thank you for your understanding and continued support of HeyLO! We appreciate being part of your health journey.
