Policy Document — 14-Day Return Window
Refunds and Returns
If you change your mind about an order, we offer a straightforward returns process for unopened products. This policy outlines the conditions and steps required to return items and receive a refund.
Quick Reference
Key facts at a glance
The essentials for returning products to our Liverpool warehouse. Full details are below.
- Return window
- 30 days from the delivery date to initiate a return.
- Product condition
- Unused, unopened, with the original seal intact.
- Return shipping
- Paid by the customer, unless we sent the wrong or damaged item.
- Refund timeline
- 5 to 10 business days after we approve the return.
- Cancellation
- Available before the warehouse processes your order.
Eligibility for returns
To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. The original seal must be intact to ensure the safety and integrity of the product. Returns must be initiated within 30 days of the delivery date.
We cannot accept returns for products that have been opened or used due to health and safety regulations. This requirement exists because supplements are consumable goods, and once a seal is broken, we have no way to verify the product has not been tampered with or stored improperly.
If you receive a product and realize it is not the right fit for your routine, you still have the full 30-day window from the delivery date to begin the return process. As long as the packaging is untouched, we can process the return and issue a refund.
01
Seal intact
The tamper-evident seal under the cap must be unbroken and undamaged.
02
Original packaging
Return the item in its original bottle, tub, or pouch with all labels attached.
03
Within 30 days
Contact us with your order number no later than 30 days after delivery.
Process Overview
How to initiate a return
Starting a return takes a few minutes. Email us with the details below and we will send a return authorization along with the warehouse address.
Email our support team
[email protected]Please do not send items back without first receiving return authorization, as it may delay your refund.
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01
Contact support
Email [email protected] with your order number and the reason for the return. Include the product name and quantity you wish to send back.
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02
Receive authorization
Our team reviews your request and sends a return authorization email with the Liverpool warehouse address and a reference number for your package.
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03
Ship the item
Pack the unopened product securely and send it to the warehouse address we provide. Use a trackable shipping service so you can confirm delivery.
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04
Inspection and refund
We inspect the returned item on arrival. If the return is approved, a credit is applied to your original payment method within 5 to 10 business days.
Shipping costs for returns
Customers are responsible for paying the shipping costs for returning their items, unless the return is due to an error on our part, such as sending the wrong item or a product that arrived damaged.
We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item without proof of postage. Keeping your tracking number also helps us match your package to your return authorization on arrival.
Shipping costs from the original order are non-refundable. When we process your refund, the amount credited back will be the product value, not the total you paid at checkout.
Customer pays
Change of mind
You decided the product is not the right fit for your routine, and the return is not caused by an error on our part.
We cover shipping
Our error or damage
We sent the wrong item, or the product arrived damaged. We arrange a replacement or refund at no additional cost to you.
The refund process
Once your return is received and inspected, we will send you an email to notify you that we have received your item. If the return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
Step 01
Return received
Your package arrives at our Liverpool warehouse. We log it against your return authorization and send a confirmation email.
Step 02
Inspection
We check that the seal is intact and the product is in its original condition. This usually takes one to two business days from arrival.
Step 03
Refund issued
If approved, the credit is applied to your original payment method. Please allow 5 to 10 business days for the credit to appear on your statement, depending on your bank.
Step 04
Notification
You receive an email confirming the refund has been processed. If there are any issues with the return, we contact you directly to resolve them.
Damaged or incorrect items
If you receive a product that is damaged, or if we have sent the wrong item, please contact us immediately. We will arrange for a replacement to be sent to you at no additional cost.
In these cases, we may ask for photographic evidence of the damage to help us improve our packaging and shipping processes. Your satisfaction is our priority, and we want to put things right as quickly as we can.
When you email us, please include your order number and a short description of what went wrong. If you are able to attach a photo of the damaged packaging and the product itself, it helps our team assess the situation and respond faster.
Cancellations before dispatch
If you need to cancel an order, please contact us as soon as possible. If your order has not yet been processed by our warehouse, we can cancel it and issue a full refund.
Once an order has been dispatched, it must be treated as a return according to the conditions outlined above. We act quickly on orders, so prompt communication is essential.
To cancel, email [email protected] with your order number and the word cancellation in the subject line. If the order has already left the warehouse, we will let you know and guide you through the standard return process instead.
Questions about returns
Can I return an opened product?
No. We only accept returns for products that are unused, unopened, and have the original seal intact. This is a health and safety requirement that applies to all consumable goods sold on our store.
How long do I have to start a return?
You have 30 days from the delivery date to contact us and begin the return process. We recommend emailing as early as possible within that window so we can issue your return authorization promptly.
When will I see the refund in my account?
After we approve the return, the credit is applied to your original payment method. Most refunds appear within 5 to 10 business days, though the exact timing depends on your bank or card provider.
What if my product arrives damaged?
Contact us right away. We arrange a replacement or refund at no additional cost to you. We may ask for a photo of the damage so we can review it with our packing and shipping partners.
Can I cancel my order before it ships?
Yes. If your order has not yet been processed by our warehouse, we can cancel it and issue a full refund. Email us as soon as possible, as we process orders quickly.
Do you refund the original shipping cost?
No. Shipping costs from the original order are non-refundable. Your refund covers the product value only. If the return is caused by an error on our part, we cover the return shipping as well.
Need help with a return?
Talk to our support team
Email us with your order number and we will guide you through every step of the return or cancellation process.
Phone
+44 151 492 4676Warehouse
77 Bold Street
Liverpool L1 4HR
United Kingdom
Hours
Mon to Fri — 09:00 to 18:00