Returns
If it's not for you
What we take back, what we can't, and how the money comes home. The legal version is the refund policy; this is the one written to be understood.
The short version
Thirty days from the day it arrives. Unopened, and we refund it. Opened, and it depends — write to us and we'll tell you straight rather than making you guess from a policy page.
Damaged, wrong or missing is a different thing entirely. That's ours, not yours, and you don't need to send anything back.
The window and the condition
Supplements are consumables, so the condition rules are stricter than they'd be for a jumper. This is a food-safety position rather than a commercial one — an opened tub that's been out of our hands can't be resold to anyone, at any price.
- The window
- 30 days from delivery.Delivery, not dispatch. The clock starts when it reaches you.
- Unopened and unused
- Full refund of what you paid for the item.Seal intact, in a condition we could sell.
- Opened
- Get in touch. We look at these one at a time rather than by rule.If it made you feel unwell or the pack was faulty, say so — that changes the answer.
- Return postage
- Yours, unless the return is our mistake — then it's ours.
- Gift cards
- Not returnable.
How to start one
There's no portal and no form to fill in twice. Write to us, and we'll send the address and anything else you need.
Message us with your order number
Pick "A return or refund" on the contact form. Tell us which item and, in a sentence, why — it's not a test, it just tells us which of the routes below applies.
We reply with where to send it
Along with anything you need to put in the box. Don't post it back before you've heard from us — an unannounced parcel takes far longer to match to an order.
Send it back, tracked
Keep the tracking number. Until it reaches us it's still your parcel, and a tracking number is the only thing that proves it's on its way.
We refund it
Within 5 working days of it arriving with us, to the card or account you paid from. Your bank then takes its own 3–10 working days, which is out of everyone's hands.
How refunds come back
To the original payment method, always — we can't move a refund to a different card, and no bank will let us. If the card has since expired, your bank will normally route it to the replacement; if the account is closed, talk to them before talking to us.
We refund what you paid for the item. Original delivery is refunded when the return is our mistake, and when you're cancelling the whole order under your right to change your mind.
Damaged, wrong or missing
Skip everything above and just tell us. Send the order number and a photograph if there's something to photograph — a split seal, a dented tub, the wrong product entirely.
We replace it or refund it, whichever you'd rather, and we don't ask you to post a damaged item back. That one's on us.
Nothing here removes your legal rights
If an item is faulty, not as described, or doesn't do what we said it would, you have rights under consumer law that no returns page can shorten. This page describes what we do on top of that, not instead of it.
Subscriptions
A subscription order follows the same rules as any other order once it's shipped. The better move is usually earlier than that: skip the delivery, push it back, or cancel — all of it self-serve, and all of it takes about as many clicks as signing up did.
Not sure which one you are?
Write to us and describe what happened. We'd rather sort out an awkward case than have you work out from a policy page whether you're allowed to ask.
This page describes how we handle returns. The refund policy is the binding version.