Refund policy
Returns & Refunds Policy
We want you to be happy with your order. If you need to return something, please contact us and we’ll make the process as straightforward as possible.
Change of mind returns
For online orders, you can request a return within 14 days of receiving your order.
To be eligible for a change-of-mind return, items must be:
- Unopened and unused
- In their original packaging
- With all seals intact
- In a condition suitable for resale
For supplements, food products and other ingestible items, we cannot accept opened or unsealed products for change-of-mind returns due to hygiene and product-safety reasons.
Once your return has been approved, we will provide you with a returns label along with instructions on how to send the item back to us.
Please do not return items without contacting us first.
Refunds
Once your return has been received and checked, we will process your refund back to your original payment method.
Where an entire online order is cancelled within the statutory cancellation period, any standard outbound delivery charge you paid will also be refunded. Additional charges for upgraded or premium delivery services are not refundable beyond the standard delivery cost.
Refunds can take several working days to appear depending on your bank or payment provider.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible with your:
Order number
Details of the issue
Photos where applicable
We will arrange a replacement, refund or other appropriate resolution. Return postage will be covered by us where the item is faulty, damaged or incorrectly supplied.
Items that cannot be returned
Unless faulty or not as described, we cannot accept returns for:
- Opened or unsealed supplements
- Opened food or drink products
- Products that have been used
- Items damaged after delivery due to misuse or improper storage
- Personalised or specially ordered items where applicable
Your statutory rights are not affected.
Return timescales
If you exercise your legal right to cancel an eligible online order, you should notify us within 14 days of receiving it and return the goods within 14 days of notifying us.
Refunds will normally be issued within 14 days of us receiving the returned goods, or receiving evidence that they have been sent back where applicable.
In-store purchases
Change-of-mind rights for online purchases do not automatically apply to items purchased in-store. Any discretionary in-store return must be unopened, sealed, accompanied by proof of purchase and approved by The Supplement Shop.
This does not affect your statutory rights where goods are faulty, damaged or not as described.
Contact us
To arrange a return, please contact The Supplement Shop with your order number and reason for return.
Once approved, we will send you your returns label and return instructions.