Please note, this returns policy is for eligible customers who placed their order with us. If you purchased your product from a third-party (eg, an eBay seller), you will need to contact the seller you bought from and ask about their returns policy.
As a courtesy, we offer a 60-Day Guarantee to new customers, applicable to their first order with us.
The 60-Day Guarantee is a returns window and permits the usage of a single unit of Product regardless of the number of units received. If you ordered a pre-made bundle of Products, one unit would be classed as one unit of each Product that comprises the bundle. If you ordered multiple products not sold by us as a pre-made bundle, you can use a single unit of a single Product.
This 60-day window is to allow for delivery of your order and to provide ample time for using your bottle, particularly for customers who choose to use their products at a lower dosage than recommended. We’ve extended the guarantee from 30-days to 60 for reasons such as this.
You must contact us no later than 60 days from the date your order was placed to initiate a return under the terms of the 60-Day Guarantee.
We will provide you with an RMA number and the address for where to send your items. We operate multiple facilities and will provide you with the address closest to your location.
The main terms of the 60-Day Guarantee are:
- you are a new customer and this is your first order;
- you have used only ONE unit of Products, be it a single product or a pre-made bundle;
- you have contacted us no later than 60 days from the date you placed your order;
- you will be required to return all the items received, including Products that have been opened;
- you understand your items will be inspected before any refund is issued.
Please note that while the Products remain in your possession you are under a duty to ensure that the Products are kept safe and secure and in a suitable condition.
You should return your items using suitable packaging that protects the items whilst in transit. Ideally, you should just keep and reuse the packaging in which we sent the items.
We reserve the right to make a deduction from any refund if items are returned damaged or incomplete. We will take reasonable steps to inform that a deduction has been made; we will not, however, be obliged to negotiate the sum deducted.
We will refund only the cost of the Products and any standard delivery charges applied at checkout. If you upgraded your delivery, for example you chose a specific courier or next day, these costs are exempt and will not form any part of any refund.
You will be responsible for the cost of returning your items to us. Your return costs will not form any part of any refund.
We reserve the right to reject claims made using the 60-Day Guarantee under special circumstances including and not limited to:
- your order has been returned incomplete;
- we have provided you with additional Products or discounts;
- your order has been customised;
- you’ve previously claimed not to have received your Products despite valid tracking showing otherwise, and we have reshipped your order at our own expense;
- you’ve accepted an exchange of Products or services.
To keep things simple and for us to continue offering this guarantee, we are required to monitor its usage to prevent abuse. Please ensure you follow the process as detailed above.
Orders returned outside of this process will not be eligible for a refund.
Once your return has been received, we will check your items and then issue your refund. Most returns are completed within a few working days, though please allow up to 14 days once received for your return to be processed.
To initiate a return, please please submit a request, here.