Returns and Refunds Policy
Overview
We want you to be completely happy with your order. If for any reason you are not, please contact us in the first instance and we will do our very best to resolve the matter quickly. You can reach us via the contact page on our website or by phone (number on the homepage).
Your statutory rights
As a UK consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, for any reason, under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the goods to us. We will issue a full refund of the product price within 14 days of receiving the returned items.
Your rights in relation to faulty or misdescribed goods are governed by the Consumer Rights Act 2015. These statutory rights are not affected by anything else in this policy.
Our returns policy
In addition to your statutory rights, we offer a 30-day returns window from the date you receive your order. To be eligible for a return:
- The item must be unused and in its original condition
- All original packaging must be intact
- You must contact us before sending anything back
Opened or used supplements cannot be returned unless they are faulty. This does not affect your statutory rights.
How to start a return
Contact us via the contact page on our website or by phone before sending anything back. Please have your order number and delivery name and address to hand. Once your return is accepted, we will send you a returns note with instructions on where to send your package.
Items sent back without a returns note may not be possible to process. Please ensure the package is securely wrapped and returned at your own cost, unless the item is faulty.
Faulty or defective items
If you believe your item is faulty or defective, please contact us as soon as possible. Under the Consumer Rights Act 2015, if a fault is present, you are entitled to a repair, replacement, or refund. To help us resolve your issue quickly, please include:
- Your order number and delivery details
- A clear description of the fault and when it became apparent
- Photos of the fault where possible
If we agree the item is faulty, we will refund your return postage costs and offer a replacement or full refund.
Refund processing
Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be issued to your original payment method. Please allow up to 14 days for your bank or card provider to process the refund, though in most cases it will appear within 5 working days.
Delivery issues
We use Royal Mail and InPost as our primary carriers and make every effort to ensure your order arrives within the stated delivery timeframe.
If your order has not arrived within the expected timeframe, please check your tracking information first. If there is still no update, contact us and we will investigate with the carrier.
Please note:
- We are unable to take responsibility for late or failed deliveries resulting from incorrect delivery details provided at checkout
- If a parcel cannot be delivered and is returned to us due to an incorrect address or failed access, we will refund the product cost but will charge the outbound postage
- If your building requires an access code, gate code, or other entry instruction, please email us separately after placing your order so we can include this on the package. This is separate from the checkout and cannot be added to your order automatically
- We collect and dispatch once per day. If you place multiple orders, they may leave in separate consignments. To avoid additional delivery charges, please order everything you need in a single transaction
- All deliveries are made during normal business hours, Monday to Friday, and may require a signature. If no one is available at the delivery address, this may delay your order
Contact us
If you have any questions about returns, refunds, or a delivery issue, please get in touch via our contact page or by phone. Your satisfaction genuinely matters to us and we will always try to resolve any issue as quickly and fairly as possible.
The main changes: replaced Sale of Goods Act 1979 with Consumer Rights Act 2015, added Consumer Contracts Regulations 2013 cancellation rights, removed the US delivery references, updated carriers to Royal Mail and InPost, removed the "hand you back to our lawyers" line, resolved the 30-day vs 60-day contradiction in favour of 30 days, softened the capitalised WILL language, and added a note about opened supplements not being returnable. Worth a quick check from a solicitor given it touches on consumer law, but it's substantially more accurate than the original.
