Warranty and return

14-day returns

You can cancel your online purchase without giving a reason within 14 calendar days of receiving the goods. If items from one order arrive separately, the period starts when you receive the last item.

How to return an item

1. Email [email protected] with your name, order number and the items you wish to return. You can use the sample below or any other clear statement of withdrawal. The form is optional, and withdrawal does not require our approval.
2. Pack the item and its accessories securely and include information identifying your order. Contact us to confirm the return address.
3. Send the goods back without undue delay and no later than 14 days after notifying us of your withdrawal. Keep proof of posting. You pay the direct return shipping costs if you were informed of this before purchase. This does not apply to a valid claim for faulty or non-conforming goods.

Item condition and exceptions

We accept unused, unopened collagen and other unopened food products and supplements. Keep the manufacturer's protective seal intact and follow the storage instructions.

Other goods may be unpacked and inspected as necessary to establish their nature, characteristics and functioning, as you would in a shop. Please keep the original packaging where possible. Opening ordinary packaging does not by itself remove your right to withdraw. You may be responsible for a reduction in value caused by handling beyond what is necessary for inspection.

Exceptions include goods that deteriorate quickly or have a short expiry date, goods made to your specifications or clearly personalised, and sealed goods that cannot be returned for health protection or hygiene reasons once unsealed. An outer shipping box is not such a protective seal. These exceptions do not restrict your rights concerning faulty goods.

Refunds

We refund you without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever comes first.

If you withdraw from the whole order, we also refund the original delivery cost up to the cost of our least expensive standard delivery option. Any extra charge for a more expensive delivery service is not refunded. We use your original payment method unless you expressly agree otherwise, and do not charge a refund fee.

Faulty or incorrect items

Email [email protected] with your order number and a description of the problem. Photos can help us assess it. These claims are separate from the 14-day withdrawal process. Consumers retain their statutory rights for goods that do not conform to the contract, including the minimum two-year legal protection applicable to EU purchases from delivery. Depending on the circumstances, remedies include free repair or replacement and, where provided by law, a price reduction or termination of the contract. These terms do not limit any mandatory consumer rights applicable to your purchase.

Sample withdrawal notice

Copy this into an email or print it. Complete and send it only if you wish to withdraw from your purchase.