If you are a consumer buying from this website and ordering from within the UK, you are eligible for our free 14 day no quibble refund policy.
The easiest way to cancel your order or organise a return is to contact us as soon as possible by phone or email:
Please read this policy in conjunction with our full policy for Terms of Sale for Consumers (B2C). The sections referred to here are Part 16 and Part 19.
This free 14 day returns policy is for our consumer customers only. If you are a business customer, please refer to our Terms of Sale for Businesses (B2B).
1. Cancelling and Ending the Contract if You Change Your Mind
The Consumer Contracts Regulations 2013 gives you the legal right to change your mind within 14 calendar days for any reason. This 14-calendar day “cooling-off period” begins once your Order is complete and we send you the Order Confirmation, i.e. when the Contract is formed, and ends as set out below. You may also cancel for any reason before we send the Order Confirmation.
a. If the Goods are being delivered to you in a single instalment, the cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the Goods.
b. If the Goods are being delivered in separate instalments on separate days, the cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the final instalment of Goods.
If you wish to end the contract for this reason, you must inform us by email or telephone within the cooling-off period. (See contact details above). Please state that you want to cancel your order and provide your name, address, details of your Order and, where possible, your email address and telephone number.
Your cancellation notice is effective from the date on which you send it. Provided you send your cancellation notice or contact Us directly by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted.
Please note that this right to cancel may not apply in the following circumstances:
a. If the Goods are sealed for health or hygiene reasons and you have unsealed them after receiving them;
b. If probiotic Goods have been incorrectly stored in a way that damages their effectiveness e.g. if subject to excessive heat.
c. If the Goods have been personalised or custom-made for you;
d. If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.
All refunds due to you will be made using the same method used by you when paying for the Goods. You will be refunded the price paid for the Goods and for delivery, subject to the following limitations and deductions:
a. If you are exercising your right to change your mind under the cooling-off period, we may reduce your refund to reflect any reduction in the value of the Goods if that reduction has been caused by your handling of the Goods in a way that would not be permitted in a shop. If We issue the refund before inspecting the Goods and subsequently discover that you have handled them in this way, We may charge you an appropriate sum.
b. Standard delivery charges (i.e. the cheapest option available for your Order) will be refunded, but we do not reimburse premium delivery charges i.e. your refund for delivery charges will only be equivalent to the cost of the cheaper option.
c. All Goods must be re-packaged adequately and securely for safe transport as Goods which are damaged or not in a re-saleable condition due to inadequate packaging may not be refunded.
All refunds due to you will be made as soon as possible. If you are exercising your right to change your mind under the cooling-off period, We will issue your refund within 14 calendar days of:
a. The day on which we receive the returned Goods;
b. The day on which you inform us (supplying evidence) that you have sent the Goods back (if this is earlier);
c. If We are collecting the Goods, the day on which you inform us that you wish to cancel and end the Contract; or
d. If We have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform us that you wish to cancel and end the Contract.
This Returns Policy was last reviewed on 23rd June 2023.