Order With Real Confidence
We understand that ordering over the Internet across international boundaries can be a daunting prospect. In this section we’ll try to give you all the information you need to make a purchase with the utmost confidence.
Click on the links below to take you directly to that section:
By ordering from the primehealthdirect.com web site I understand and agree that:
- I am over 18 years of age and I am purchasing for my own personal use.
- I will accept the credit card charge exactly as advertised to me at the time of the order.
- I am considered the importer of record and that I will be charged by Prime Health Direct only the amount on my electronic invoice.
- If I select a free shipping option, postal transit is not insured nor subsequently at Prime Health Direct risk. For insured fully covered orders please select a subsidised paid shipping option.
- Provided items are in stock, Prime Health Direct guarantees to despatch my order within 24 hours
- Prime Health Direct does not charge vat or taxes at its UK or USA branches. Taxes or duty’s, where relevant, are the responsibility of the purchaser e.g U.S. state sales taxes, import dutys etc.
- In the unlikely event of a seizure by customs, items returned to Prime Health Direct are refundable in full less shipping.
- Credit card payments are transacted in UK pounds sterling at the advertised price on this website with zero surcharge.
- All USA and non UK card payments on this website are automatically converted by my credit card company.
- I may return my order in resalable condition within 14 days of purchase, for a full refund of the product price.
- Prime Health Direct guarantees absolutely that I am purchasing a natural health solution with the most advanced QC procedure available in the world.
Your order will be despatched First Class by Royal Mail from our Channel Islands warehouses except for Forbidden Fruit items which are despatched separately from our Montana, USA warehouse by USPS or Fedex. The shipping cost is per order not per product (even when we make multiple despatches).
You have three shipping options:
1. PHD UK and International – FREE!
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UK means England, Scotland, Wales, Northern Ireland and the Channel Islands. Eire (Southern Ireland) is not included. International means any other destination
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PHD will automatically ship your order on the free shipping option unless you select otherwise. As generous as this may seem, it’s true: we will ship your order (no matter how large or small) absolutely free to any country in the world. (Please note that this does not include Forbidden Fruit items, and wholesale orders which have special procedures).
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The free shipping option is not insured. It’s free, it’s reliable, but it’s not a signed-for delivery, and we accept no liability for any order lost in transit sent via free shipping option.
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Orders sent on the free delivery option are not insured against loss in transit; by choosing free shipping you agree to waive your right to claim compensation through your/our credit card merchant in the unlikely event of non-receipt of goods. In the event of non-receipt we will assist you in making a lost package claim to Royal Mail. For an insured fully covered delivery service, please select one of the other paid subsidised shipping options.
2. PHD UK Standard – £2.95
- On UK deliveries we strongly recommend the PHD UK Standard option for peace of mind.
- PHD UK and International packages are shipped on Royal Mail national and international licenses, i.e. first class post.
- PHD UK Standard costs £2.95, and travels first class from Jersey via the UK Royal Mail office of exchange. Delivery times vary according to prevailing postal conditions, but range from three to eight working days from the date of posting. We usually ship goods on the day they are ordered, if the order is received before 2pm.
3. PHD International Swift Signed-for Recorded – £7.50
- On international deliveries we strongly recommend the Swift Air International Recorded option for speed, reliability and security.
- International Signed-for delivery costs £7.50, is prioritized at the port of entry, fully insured, covered against loss and arrives more quickly than standard delivery.
Wholesale Orders (trade customers only)
Shipping on Wholesale trade orders are charged at a standard rate of twenty pounds per order and includes posting of the wholesale bulk order to any worldwide address and of any size of wholesale order. Wholesale orders can only be made by website users who have created a special trade account. Wholesale despatches are heavily subsidised by Prime Health Direct however customers may be able to receive a partial or full credit note on the shipping cost according to individual circumstance by emailing admin@primehealthdirect.com
Once you have paid for your order we will then arrange to ship the goods via your chosen postal option. Delivery time is dependent on destination and delivery option. Most Internet, telephone and fax orders are processed within 24 hours. As a general guideline, provided items are in stock or do not become out of stock, from time of shipping UK orders are usually received by the customer within seven days, European and US orders in three to ten days, Japanese and Australian orders in seven to 14 days, while orders from South America and the Far East take between seven and 20 days to arrive. Please note that some items, such as Forbidden Fruits, are despatched from our USA facility, and these arrive at US destinations within approximately seven days, and European destinations in fourteen to twenty-one days.
While the vast majority of orders arrive sooner than quoted times, please allow up to 28 days before contacting us about your order as some items may be temporarily out of stock or held up in the postal system.
Packaging
All items are supplied as nutritional supplements, food supplements, vitamins or cosmetics. Gerovital injectibles are sent as "Vitamin H3 Vials". Orders are despatched in plain packaging marked “Health Products” or “Merchandise” in secure padded envelopes or boxes. We fully respect your privacy, and discretion is assured on any sensitive item.
Depending on size and type, some orders may be despatched in separate packages from our warehouses in The Channel islands and/or the USA. Although we endeavour to ensure that all your purchases arrive at the same time, some parcels may arrive before others. If the remainder of your order has not arrived within seven days of the first item, please contact your local post office, where oversized or undelivered items may be held for you. If this is not the case, then please contact us.
Please remember that if your order included a Forbidden Fruit item, these are despatched separately from our US warehouse, and can take up to four weeks to arrive.
UK customers: please note that due to new postal regulations being applied between the Channel Islands and the mainland UK, delivery delays are occurring, and in some cases UK VAT and customs clearance fees will be made by UK postal and customs authorities. Unfortunately this is outside our control.
These are rare occurrences, but please notify us on the enquiries telephone number of any claim within seven days of receipt. We will replace damaged or incorrect goods at no charge. In this unlikely event we request that you return any damaged or incorrect items in one package to our FREEPOST which is Prime Health Direct Limited, FREEPOST, Guernsey GY1 5SS. We are unable to accept any claim made after the seven-day period has elapsed.
Out Of Stock
Due to the popularity of Prime Health Direct’s products and the stringent quality controls imposed on the raw ingredients we use, certain products sometimes become out of stock. Such situations usually last less than a week. In rare instances, however, delays may be up to a few weeks. If you placed your order via the internet or paid by cheque, payment is taken immediately, and if an item is ordered and subsequently found to be out of stock, we aim to get that item to you within 28 days. In the unlikely event that it will take longer than 28 days we will always notify you immediately, and if you do not wish to wait for the goods to become available we will organise a refund. You can also view the "stock availability" notices found on the home page of our website.
We firmly believe that every product has the potential to improve the quality of your life. This belief gives us the confidence to offer you a no-quibble, money-back guarantee!
All PHD products come with a full 14-day guarantee. So go ahead and buy it — risk-free! If for any reason you are not 100% satisfied with your PHD order when it arrives, we’ll exchange the goods or refund the purchase price — no questions, no hassle. If you wish to return a PHD purchase, simply return it to us within 14 days of receipt (by recorded delivery only). Once we receive the product we’ll refund your money in full for any sealed, unopened, resalable items, no questions asked. (Please note: this guarantee does not apply to Forbidden Fruit items, which due to their status are non-refundable.)
Local Import
All Prime Health Direct Ltd products are legal in the country of manufacture and at the dispatch zone (UK Channel Islands and Montana, USA). When ordering from Prime Health Direct you are considered the importer of record, and it’s your responsibility to comply with the laws and regulations of the country in which you are receiving the goods. Customs policies vary widely from country to country, and you should contact your local customs office for further advice. You will be responsible for any taxes that may or may not be levied in your country on the products you buy. We cannot currently supply most of our products to Iceland. We can only despatch Gerovital injectible ampoules to licensed health care professionals , clinics and centres
Quality is a keyword at Prime Health Direct. All raw material suppliers of our nutritional products must provide a certificate of analysis with every delivery, and we ensure that our own team of chemists and microbiologists checks each batch of raw materials prior to manufacture to ensure potency, purity and authenticity. Prime Health Direct employs a ground-breaking and rigorous system of quality control to ensure that its Gold Standard for purity and potency is met at every stage. Efficiency and quality of product is our foremost priority. We aim to go the extra mile on every raw material purchase which usually means the more expensive option. Unlike some well known household names we do not source cheap raw material from e.g. India.
These terms and conditions relate to use of the Prime Health Direct website by you, and your relationship with Prime Health Direct Limited You should read these terms and conditions and ensure you understand the following points, as they affect your legal rights and liabilities. You must not register with or use the website if you do not agree with the terms and conditions detailed below.
1. Use of the website
1.1 The website is provided free of charge for your personal use, subject to these terms and conditions. By using the site you acknowledge that you understand and accept them.
1.2 All orders and purchases made via the site also fall under the remit of the Product Terms.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.
2. Registration
2.1 It is your responsibility to ensure that any information you provide upon registration with the site, or at any other time, is both correct and complete.
2.2 You agree to keep your registration details up to date at all times.
2.3 Upon registration you will be required to create a password in order to access the site’s features. This must not be disclosed to any other person. You agree that you are responsible for all activities and orders placed when the site is accessed using your password.
2.4 If we believe that there has been a breach of security or that the site has been misused, you may be required to change your password.
2.5 Prime Health Direct may suspend or cancel your registration immediately at our reasonable discretion, or if you breach any of the terms and conditions detailed herein.
2.6 The suspension or cancellation of your registration with the PHD website, and thus your right to access it, will not affect the rights or liabilities of either party.
2.7 You may cancel this agreement at any time by informing us in writing. If you no longer wish to be bound by these terms and conditions you are required stop using the site immediately.
2.8 Paragraphs 4,6,3,6,10 and 13 of these Terms and Conditions shall survive cancellation.
3. Privacy
Any information submitted by you to the site is subject to our Privacy Policy. By agreeing to these terms and conditions you acknowledge that you have read and understand this policy.
4. Limitations of Site Usage
4.1 You may not use the website to do any of the following:
a) Distribute unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material.
b) Transmit material that encourages or condones criminal conduct, results in civil liability, or otherwise breaches any relevant laws, regulations or codes of practice.
c) Gain unauthorised access to other computer systems.
d) Interfere with any other person's use or enjoyment of the site.
e) Breach any law concerning the use of public telecommunications networks.
f) Interfere with or disrupt networks or websites connected to the Prime Health Direct website.
g) Make, transmit or store electronic copies of material protected by copyright without the permission of the owner.
h) Prime Health Direct Limited reserves the right to refuse to post material on the site, and to remove previously posted material without notice.
4.2 You agree to indemnify us against all losses, liabilities, costs and expenses reasonably suffered or incurred, all damages awarded against us under any judgment by a court of competent jurisdiction, and all settlement sums paid by us as a result of any settlement agreed by us arising from, or in connection with:
a) Any claim by a third party that your use of the site is defamatory, offensive or abusive, obscene or pornographic, illegal, or constitutes a breach of any law, regulation or code of practice;
b) Any claim by a third party that your use of the website site infringes copyright law or other intellectual property rights, of whatever nature;
c) Any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with your use of the site.
5. Prime Health Direct’s liability
5.1 The PHD website is provided by Prime Health Direct Limited without warranty or guarantee. By agreeing to these terms and conditions you acknowledge that you are aware of the potential risks associated with Internet usage, have taken the necessary steps to minimise such risks.
5.2 We disclaim all liabilities in connection with the following:
a) Incompatibility of the site with any of your equipment, software or telecommunications links;
b) Technical problems, including errors or interruptions to the site’s availability;
c) Any perceived inadequacy of the site to meet your requirements or expectations.
5.3 To the full extent allowed by applicable law, you agree that we will not be liable to you or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages which may arise as a result of your use of the site.
5.4 Nothing in paragraph five applies to Prime Health Direct’s liability in respect of products sold through this site.
5.5 Nothing in these terms and conditions shall exclude Prime Health Direct’s liability for personal injury or death caused by negligence.
6. Site Availability and Information
6.1 Although Prime Health Direct aims to provide you with the best possible service, we make no guarantee that the site will meet your requirements, or that the service will be fault-free.
6.2 Occasionally site access may be restricted or unavailable due to repairs, maintenance or the introduction of new facilities or services. In such circumstances we will endeavour to restore normal service as soon as possible.
6.3 The information provided on this website is not intended to offer diagnosis of diseases or replace the advice of a medical practitioner. All nutritional supplements and herbal remedies should be taken with caution, and with full understanding of the associated risks. Proper medical advice should be sought when considering purchases. Please ask your doctor or pharmacist for advice. It is important that you disclose your full medical history and details of any current medication to avoid potential contra-indications.
6.4 This website includes content from other websites or resources. While every effort is made to ensure that the material is accurate, reputable and of high quality, errors or omissions are beyond our control. Prime Health Direct is not responsible for any results obtained from the use of such information, the consequences of any actions you may take as a result of acquiring such information, or any technical problems you may encounter.
6.5 Prime Health Direct is not responsible for content elsewhere on the Internet, and is in no way liable for any damage or loss you may suffer as a result of visiting other websites.
6.6 Advertisers and sponsors are responsible for ensuring that the material submitted for inclusion on the website complies with the relevant laws and codes of conduct. Prime Health Direct is not responsible for any errors or inaccuracies in advertising and sponsorship materials controlled by third parties.
7. Intellectual property
7.1 The content of this site is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the site on a computer screen, store such content in electronic form on disk (but not on any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute, or use for commercial purposes any of the materials or content on the site without first obtaining written permission from Prime Health Direct.
7.2 No licence is granted to you in these terms and conditions to use any Prime Health Direct trademark.
8. Excluded Services
The services provided by the site do not include provision of a computer or other equipment necessary to access the site. To use the site you require Internet access equipment and an appropriate telecommunications line. We are not liable for any telephone charges or other costs that you may incur in order to access the site.
9. Promotional Offers
9.1 Certain offers are available for a limited period, and while stocks last. Any order received after an offer period has expired, or if goods are no longer available at the offer price, will be processed at the standard price.
9.2 Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.
10. Payment Cards and Card Payments
10.1 The expiry date on your payment card must fall after the date on which you place your order. Acceptance of an order occurs at the time it is placed, at which point the purchase contract is made and you are charged; we will be unable to take payment and fulfil your order if your card’s expiry date has passed.
10.2 You agree to accept the credit card charge in full, as shown on the electronic invoice/receipt and/or email dispatch confirmation. You agree not to initiate a unilateral credit card chargeback without giving Prime Health Direct a minimum of 28 days to resolve any problem from the date any problem is brought to our attention.
11. Free Shipping
You agree that orders placed under our free shipping option are entirely at your own risk, and accept that Prime Health Direct Limited is not liable for any complete or partial loss or damage to any item ordered with free shipping, beyond assisting you in making a “lost order” claim to Royal Mail.
12. Miscellaneous
12.1 You may not assign, sub-license or in any other way transfer any of your rights under these terms and conditions.
12.2 If any provision of these terms and conditions is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these terms and conditions, which shall remain in full force and effect.
12.3 If any breach of these terms and conditions occurs of which Prime Health Direct is unaware, we remain entitled to use its rights and remedies at a later date, or in any other situation where terms and conditions may be breached.
12.4 Prime Health Direct shall not be responsible for any breach of these terms and conditions caused by circumstances beyond our control.
13. International Use
Prime Health Direct makes no promise that the materials on the website are appropriate or available for use in locations outside the mainland UK or Channel Islands, and accessing the site from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from a location outside the UK or Channel Islands, you do so on your own initiative, and are responsible for compliance with local laws.
14. Applicable Law
These terms and conditions shall be governed by and construed in accordance with Jersey law, and any dispute will be decided by the Jersey courts.
In case of any query please contact Customer Services by emailing customerservices@primehealthdirect.com, or telephoning 0870 787 7890.
Product Terms
Please read these product terms and conditions carefully: they affect your rights and liabilities under the law, and set out the terms under which Prime Health Direct Limited makes products available to you.
1. Prices
All prices are expressed free of Jersey and / or Montana VAT and taxes (currently zero) unless otherwise stated. Prices are subject to change without notice.
2. Availability
We will not be liable to you if we are unable to supply a particular item due to circumstances beyond our control.
3. Acceptance
The purchase contract is made at the moment you order and pay for your chosen goods and delivery option (if applicable). You will be charged for goods and delivery at the moment of placing your order. There will be no contract of any kind between you and Prime Health Direct until you have purchased the goods. Until the moment of payment we may decline to supply the goods to you without giving reason.
4. Cancellation and changes
Please notify us of any cancellation of or changes to your order by calling 0870 787 7890, and stating “Internet order”. If your order has not been processed then it will be possible to cancel or amend it as requested. However, if the order has been processed and/or despatched you will be able to return the items for a full refund, less any carriage charges, under the 14-day guarantee.
5. Payment
5.1 You may pay for your purchases using an American Express card, MasterCard or Visa credit card, or a Switch or Delta debit card or Maestro, JCB or Solo cards. In order to minimise the risk of fraud your credit/debit card details will be encrypted. Authority for payment is given at the time an order is placed.
5.2 Our liability to you in connection with any order will not exceed the total price charged for the relevant items.
6. Delivery
6.1 Despatch will be made to the address specified by you on the completed order form. We accept no liability for loss caused by an incomplete or incorrectly stated delivery address. For postage and packaging details, please see “shipping information”.
6.2 Parcels are dispatched to you by Jersey Post / Royal Mail (Forbidden Fruit items are sent via USPS or Fedex /Finex).
6.3 We will not be liable to you if Royal Mail or United States Postal Service fails to deliver your purchased goods, whether in part or in full, due to circumstances beyond our control.
7. Return of items
7.1 We hope you will be happy with your purchase. However, should you feel it necessary to return any goods, we aim to make the returns process as simple as possible. All purchases made via www.primehealthdirect.com are covered by our 14-day Money-back guarantee.
7.2 Although rare occurrences, you must inform us of any damaged parcels or breakages within seven days of receipt by using the enquiries telephone number. We will replace damaged goods or incorrect deliveries at no charge. Should you wish to return products, we request that you send all items in one package to our FREEPOST Jersey address, as shown in the contacts section. We are unable to accept any claim made after the seven-day period has elapsed.
7.3 Any goods purchased from the site can be returned, in unopened and resalable condition, within 14 days of the purchase date.
Your statutory rights are not affected.
8. General
8.1 These product terms shall be governed by and construed in accordance with Jersey law, and any disputes will be decided only by Jersey courts.
8.2 If any of these product terms are held by any court of competent authority to be unlawful, invalid or unenforceable, whether in whole or in part, this will not affect the validity of the remaining terms, which will continue to be valid and enforceable to the fullest extent permitted by law.
9. Customer Services
In case of an order query, please email us at customerservices@primehealthdirect.com or
telephone us on 0870 787 7890.
10. Amendments
These terms and conditions may occasionally be subject to update. In such instances you will be notified via the e-mail address you submitted at registration. Changes made to the terms and conditions will apply to use of the site following notification. If you do not wish to accept the new terms and conditions you should not continue to use the site. Continued use of the site after such changes have been made indicates your agreement to be bound by the new terms and conditions. Prime Health Direct will not be liable for failure by a third party to deliver e-mail informing you of changes to these terms and conditions.
The site is owned and operated by Prime Health Direct Limited, a company registered in SV, whose registered number is 7328IBC2000
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