Shipping Policy 

Shipment Processing Time

We aim to dispatch orders within 24-48 hours. This excludes weekends, where your order will be processed on the next working day.

Shipping Rates & Method

	Shipment Method	Shipment cost
Europe	Courier	Free

Shipment Confirmation & Order Tracking

Shipment confirmation with your tracking number will be sent by email once the order is dispatched.

Damages

Ingenious Laboratories Ltd is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

Returns Policy & Guarantee

We guarantee your satisfaction and as such, all of our products come with a no fuss guarantee.

However, in accordance with the EU Distance Selling Directive, you are entitled to cancel your order at any time within 7 days of receiving your goods. If you wish to cancel an order under these terms, first contact us and then return your products unopened within 7 days of receiving your parcel.

Any Ingenious guarantee / warranty coverage is only applicable with valid proof of purchase from an authorised Ingenious Distributor. Currently there are no third party distributers.

 

International Shipping

For delivery to the UK and other international destinations outside Europe, please shop from our UK website.

Customs Duties & Taxes

Please note that international orders may be subjected to customs duties and taxes upon delivery. We have no way to estimate the cost for this. 

Delivery

Ingenious partners with third-party courier services to deliver your orders. Estimated delivery times are provided for guidance only and are not guaranteed. Ingenious is not liable for delays caused by couriers or circumstances beyond our control.

Delivery Updates and Responsibility:

• It is the customer’s responsibility to monitor delivery updates sent by the courier (e.g. tracking emails or SMS text messages).
• If you are unavailable to receive your order, it is your responsibility to make arrangements with the courier to reschedule delivery or update delivery preferences.

Safe Place Deliveries:

• By placing an order, you acknowledge that the courier may leave your parcel in a safe place if you are not available to accept delivery.
• If you do not wish for your parcel to be left in a safe place, it is your responsibility to notify the courier directly using the options provided in their delivery notifications.

Missing Orders:

• Ingenious is not liable for claims of missing orders where the courier tracking indicates the order has been delivered.
• Customers claiming non-receipt of a delivered order must provide a signed Denial of Receipt Form to support their claim, which will be investigated in conjunction with the courier.
• Refunds or replacements will only be issued where the investigation determines the parcel was not delivered to the stated address or left in an inappropriate location.

Limitation of Liability

Ingenious is not liable for:

• Any losses arising from delays or failed deliveries caused by courier services or circumstances beyond our control.
• Missing orders marked as delivered by the courier, where the delivery adheres to the courier’s policies and standards.
• Indirect, incidental, or consequential damages related to your purchase or use of our products.

Customer Obligations

By placing an order, you agree to:

• Provide accurate delivery and contact information.
• Monitor courier updates and take reasonable steps to ensure successful receipt of your parcel.
• Report any issues with your order within 14 days of the delivery date.

Damages

Ingenious Laboratories Ltd is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

Returns Policy

For most products bought online, you have the legal right under the Consumer Contracts Regulations 2013 to change your mind within the 14 day Cooling-Off period and receive a refund.

As our collagen products are an ingestible supplement, the right to change your mind does not apply, and we cannot accept returns due to quality control, and health & safety. We take great care in producing our collagen and cannot re-stock food products once they have left our control.

Subject to these terms and conditions, we are, of course, able to accept returns if we have processed your order in error – or if we have failed to action your request (provided it was before Midnight, the day before your upcoming order date). If you’re concerned that your product is damaged, in this instance, please get in touch via the contact page and we can assist you with the matter and issue a refund where applicable.

Copyright

All contents and information on this site including without limitation text, graphic and images, is the property of Ingenious Laboratories Ltd or the property of their respective owners and is protected by United Kingdom copyright laws.