Refund Policy — this page covers it in full: what the specification means, what each figure refers to, and the checks worth making before you buy.
We stand behind what we ship. If a product arrives damaged, incorrect or defective, we will replace it or refund it. Because of the nature of the product category, there are some limits on what we can accept, and they are set out plainly below.
What Qualifies
| Situation | Resolution | Window |
|---|---|---|
| Parcel arrived damaged in transit | Replacement or full refund | 48 hours from delivery |
| Wrong flavor or product shipped | Replacement or full refund | 48 hours from delivery |
| Bottle seal broken or tampered on arrival | Replacement or full refund | 48 hours from delivery |
| Bottle missing from order | Replacement or refund of missing item | 48 hours from delivery |
| Order lost in transit | Replacement or full refund | After carrier trace |
| Product defective (crumbling, malformed tablets) | Replacement on review | 14 days from delivery |
What Does Not Qualify
- Change of mind — we cannot accept returns of opened botanical products for safety and regulatory reasons
- Opened or partially used bottles, except where a quality defect is demonstrated
- Unsuitable effects or personal preference — this category is subject to wide individual variation and we cannot refund on that basis
- Damage reported after the window — claims must be raised within 48 hours of delivery
- Incorrect address supplied at checkout — while we will help where we can, we cannot refund the product cost
- Orders seized by a jurisdiction where the product is prohibited — it is the buyer’s responsibility to confirm local legality
- Storage outside recommended conditions
How To Start a Claim
- Email [email protected] with the subject line “Claim — [your order number]”
- Include your order number and the batch lot code from the bottle
- Attach photos of the outer packaging and photos of the product as received
- Describe the issue in one or two sentences
Claims received with clear photographic evidence are usually resolved within one business day. We may ask for the damaged item to be returned at our expense before issuing a refund — we will always tell you clearly if that is required and provide a prepaid label.
Before You Return Anything
Do not send anything back before contacting us. Unannounced returns cannot be matched to an order or a claim and may be refused. Wait for written instructions and, where applicable, a prepaid return label.
How Refunds Are Issued
Approved refunds are issued to the original payment method. Please allow 5–10 business days for the credit to appear, depending on your card issuer. Shipping charges are refunded where the fault was ours; where a claim is declined, shipping charges are not refundable.
Replacements
Where a replacement is agreed, we dispatch it as a priority order. Replacements of the same product and flavor ship at no cost to you. If the flavor you ordered is temporarily unavailable, we will offer the choice of an alternative flavor or a full refund.
Lost Parcels
If tracking shows no movement for seven consecutive business days, contact us and we will open a trace with the carrier. If the carrier confirms the parcel is lost, we will replace the order or refund it in full. Carrier traces typically take 3–5 business days.
Order Cancellations
Orders can be cancelled free of charge any time before the dispatch cut-off if they have not yet been handed to the carrier. Once dispatched, the cancellation becomes a returns matter. Email us as quickly as possible; the fastest route is often a direct reply to your order confirmation.
Statutory Rights
Nothing in this policy limits any statutory consumer right you may have in your jurisdiction. Where local consumer law provides stronger protections, those protections apply.
Related Pages
Refund Policy: The 48-Hour Claim Window
This refund policy exists because a sealed bottle can still arrive damaged. Claims for damage or shortage must be raised within 48 hours of delivery, and the packaging should be kept until the claim is closed.
Photograph the outer parcel, the bottle and the lot code before you dispose of anything. That set of images is normally enough to resolve a claim in a single exchange.
Sources & Further Reading
Primary and independent references used to compile this page.