Returns & Refunds
We would rather you stopped taking a formula that is not working than finish a box you regret. This policy explains how to return one.
1. The 30-day promise
Return any unopened box within 30 days of delivery for a full refund of the product price. No explanation required.
If you have opened a box and the formula does not suit you, we will refund it once per customer as a good-faith exception. This is a genuine exception, not a rolling entitlement.
2. How to open a return
Email us with your order number and the items you wish to return. We will issue a return reference within one working day and tell you where to send the parcel.
Do not post anything back without a reference. Unreferenced parcels cannot be matched to an order and cannot be refunded.
3. Return shipping
Where the return is a change of mind, return postage is yours. Where the product arrived damaged, incorrect, or past its best-before date, we cover return postage and arrange the pickup.
Pack the boxes so they arrive intact. We cannot refund product that is damaged on its way back to us.
4. Refund timing and method
Refunds are issued to the original payment method within five to ten working days of the returned parcel arriving and passing inspection. Card refunds may take a further two to five days to appear on your statement, depending on your bank.
Where an order qualified for free delivery only because of the returned item, the delivery charge is deducted from the refund.
5. What is excluded
Opened boxes beyond the one-time exception. Items returned more than 30 days after delivery. Products bought from a third-party marketplace or an unauthorised seller — those are the seller’s responsibility, not ours. Gifts without proof of purchase. Promotional bundles where part of the bundle has been consumed.
6. Damaged or incorrect items
Photograph the parcel and the product within 48 hours of delivery and send the images with your order number. We will dispatch a replacement immediately rather than waiting for the return to reach us.
7. Cancelling an order
Orders can be cancelled at no cost any time before dispatch. Once the courier has collected the parcel, the return process above applies.
8. Exchanges
We do not process exchanges directly. Return the unwanted item for a refund and place a new order for the formula you want. This is faster than holding your refund against a new dispatch.