Delivery, Fulfilment, Returns and Refunds

Fulfilment

Orders placed through the Conella website are currently fulfilled on our behalf by PAC Corporate Ltd, our third-party fulfilment and logistics provider.

To process, pack and dispatch your order, we may share the information necessary for fulfilment and delivery with PAC Corporate Ltd and relevant delivery providers. This may include your name, delivery address, contact details and order information.

As a result, delivery notifications, tracking information or other communications relating specifically to the dispatch of your order may refer to PAC Corporate Ltd or the relevant delivery carrier.

Your purchase remains with EN Academy Ltd, trading as Conella, unless otherwise expressly stated.

Security

We take the security of personal information seriously and use appropriate technical and organisational measures designed to protect information against unauthorised access, loss, misuse, alteration or disclosure.

Payment transactions are processed through secure third-party payment service providers. Conella does not store complete payment card details on its own systems.

While we take appropriate steps to protect personal information, no internet transmission or electronic storage system can be guaranteed to be completely secure.

For further information about how we collect, use and protect personal information, please see our Privacy and Cookie Policy.

Delivery Policy

We aim to process and dispatch orders as quickly as reasonably possible.

Orders received before 12 noon on a working day will normally be prepared for dispatch on the same working day. However, this is an aim rather than a guaranteed dispatch time and may be affected by weekends, public holidays, stock availability, periods of high demand or circumstances outside our reasonable control.

UK orders will be sent using a postal or courier service selected by Conella or our fulfilment provider.

Please allow approximately 1–5 working days for delivery of UK mainland orders following dispatch. Delivery times are estimates unless we expressly agree otherwise.

Delivery charges for orders outside the UK mainland, where available, will be calculated during the checkout process based on the destination and delivery service.

For international orders, customers are responsible for ensuring that the products ordered can lawfully be imported into the destination country. Additional customs duties, import taxes or local charges may apply and, unless otherwise stated, are the responsibility of the recipient.

If an order is delayed, lost or arrives damaged, please contact our Customer Care Team as soon as reasonably possible so that we can investigate.

Cancellation, Returns and Refunds

We want you to be satisfied with your purchase. Nothing in this policy affects your statutory rights.

Your Right to Cancel

If you are a consumer purchasing online, you will normally have the right to cancel your order within 14 days of receiving the goods, subject to certain legal exceptions.

To exercise your right to cancel, please contact our Customer Care Team within the applicable cancellation period and clearly tell us that you wish to cancel your order.

You will then normally have a further 14 days to return the goods, where a return is required.

Returns

Unless the goods are faulty, damaged, incorrectly supplied or otherwise not as described, you will normally be responsible for the cost of returning them.

You should take reasonable care of the goods while they are in your possession and package returned items appropriately to reduce the risk of damage during transit.

We recommend using a suitable tracked delivery service and retaining proof of postage.

Please contact our Customer Care Team before sending a return so that we can provide the correct returns address and instructions. Please do not return goods to our registered or trading address unless we specifically instruct you to do so.

Sealed Goods and Health Protection

Certain products may be supplied sealed for health protection or hygiene reasons.

Where a product falls within the relevant legal exception, the right to cancel may be lost if the seal has been broken after delivery.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Faulty, Damaged or Incorrect Goods

If you receive a product that is faulty, damaged, incorrectly supplied or not as described, please contact our Customer Care Team as soon as reasonably possible.

We may ask you to provide information or photographs to help us investigate the issue and arrange an appropriate remedy in accordance with your statutory rights.

Refunds

Where a refund is due following a valid cancellation, we will refund the amount required by law, including any applicable standard delivery charge.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

We may make a deduction from a refund where legally permitted if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to establish their nature, characteristics and functioning.

We will process refunds within the time required by applicable consumer law.