We take great care to ensure that all our products reach you in perfect condition. However, in the rare event that you receive a faulty or damaged item, we are here to help resolve the issue quickly. Please follow these steps:
1. Contact Us Promptly
- Time Frame: Please contact our support team within 7 days of receiving your order.
- Method: Email our Patient Support Team at support@heyslim.co.uk.
- Include: Please attach a clear photo of the damaged or faulty item, including any damage to the packaging.
2. Provide Your Order Details
In your email, please be sure to include:
- Your full name and order number.
- A brief description of the issue.
3. Keep the Item
Please do not dispose of the faulty or damaged product or its packaging. We may need you to return the item to us as part of our quality investigation.
4. Our Response
Once we receive your email, our team will review your case and respond promptly. If a return is required, we will provide you with all the necessary instructions and a pre-paid returns label.
5. Resolution
After assessing the situation, we will offer an appropriate solution, which may include:
- A replacement for the item.
- A full or partial refund.
We sincerely apologize for any inconvenience this may have caused. Your safety and satisfaction are our top priorities, and we appreciate your patience as we work to resolve this for you.