Returns & Cancellations
Your right to cancel and return an order is protected by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This page explains how it applies to what we sell.
Your 14-day right to cancel
For most orders, you can cancel your contract with us for any reason within 14 days of receiving your goods, without needing to give a reason. To cancel, email [support email pending] with your order number, or use the cancellation option on your order in your account.
Once you've told us you want to cancel, you then have 14 days to send the goods back to us. We'll refund your payment, including standard delivery charges, within 14 days of receiving the returned goods (or of you providing proof of postage, if earlier). If you chose a faster/more expensive delivery option than our standard option, we only have to refund the standard delivery cost.
You (or we, if the return is due to our error, e.g. an incorrect or faulty item) are responsible for the cost of returning goods.
Important exception: opened health and hygiene-sensitive products
Because of what we sell, the 14-day right to cancel does not apply once the product's seal has been broken, for:
- Food supplements and other consumable products, once opened or with a broken seal.
- Any product sold with tamper-evident packaging, once that seal is broken.
This is a standard exception under regulation 28(1)(f) of the Consumer Contracts Regulations, which exists for health protection and hygiene reasons — once a supplement or similar product's seal is broken, we can no longer verify it hasn't been tampered with or resell it safely to someone else.
You can still cancel an order for these products before you open them (an unopened, still-sealed item is returnable in the normal way), and this exception doesn't apply if the item you received is faulty, damaged, or not what you ordered.
GSL medicines
General Sale List (GSL) medicines can be returned unopened within the normal 14-day window. Once opened, they're subject to the same hygiene exception as above and can't be returned unless faulty.
Faulty, damaged, or incorrect items
If something arrives faulty, damaged, or different from what you ordered, this is separate from your cancellation right above — contact [support email pending] with your order number and photos where possible, and we'll arrange a replacement or full refund, including return postage, regardless of whether packaging has been opened.
How refunds are issued
Refunds are made to the original payment method used for the order. Once we've processed your refund, it can take a few additional working days to appear on your statement, depending on your card issuer or bank.