Returns and Refunds

This page explains your rights when you buy from us online, in plain English. It follows the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing here reduces your statutory rights.

Changing your mind

If you change your mind, you can cancel your order within 14 days of the day you receive the goods. You do not need to give a reason.

  1. Tell us. Contact us within 14 days of receiving your order, with your order number and the items you wish to return.
  2. Send the goods back. We will give you the returns address. Return the items within 14 days of telling us you are cancelling.
  3. Get your refund. We refund you within 14 days of receiving the goods back, or of you giving us evidence that you have sent them, whichever comes first.

Unopened items should come back unused and with their seals intact. Unless the goods are faulty or not as described, you pay the direct cost of returning them. If you cancel your whole order, your refund includes the standard delivery charge you paid. Refunds go back to your original payment method.

Items that cannot be returned once opened

The right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery. This covers most of our range, including shakes, protein powders, bars, drinks, supplements and skin care.

So a tub with its seal broken cannot be returned because you changed your mind. It can still be returned if it is faulty, as explained below.

For items with no hygiene seal, such as shaker cups, you can cancel within 14 days. We may reduce your refund if the item has been handled more than you would need to check it, as you might in a shop.

Faulty, damaged or incorrect goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something is faulty, damaged or not what you ordered, you are entitled to a remedy.

  • Within 30 days of delivery you can reject faulty goods and receive a full refund.
  • After 30 days you are entitled to a repair or replacement. If that is not possible, or does not fix the problem, you can ask for a price reduction or a refund.
  • Within six months of delivery a fault is presumed to have been there when you received the goods, unless we can show otherwise.

If goods are faulty or wrong, we cover the reasonable cost of returning them. Please do not consume a product you believe is faulty. Contact us with your order number, a description of the problem and photos if you can.

How refunds are paid

Refunds go back to the payment method you used at checkout. We process them within 14 days of the dates set out above. Your bank or card provider may take a few extra days to show the money in your account.

How to contact us

Start every return by sending us a message through our contact page. Please do not post items back before we have given you the returns address. For delivery problems, see our delivery information.