Returns and Refunds Policy

Returns and Refunds Policy

1. Your right to return

You can return products within 14 days of delivery for any reason, as long as they are:

  • unopened, with the original seal intact;
  • unused and in their original packaging;
  • in the same condition in which you received them.

2. Products that cannot be returned

Our products are food supplements and drinks, so for health and hygiene reasons the following cannot be returned unless they are faulty or we sent the wrong item:

  • products that have been opened or whose safety seal has been broken;
  • products that have been used, partly consumed or stored incorrectly after delivery;
  • gift cards.

If an order included a free gift, the gift must be returned together with the product it came with.

3. Faulty, damaged or wrong products

If a product arrives damaged, is faulty, is past its best-before date on arrival, or is not what you ordered, contact us within [7] days of delivery at [SUPPORT EMAIL]. Please include your order reference, a short description of the problem and photos of the product and the packaging.

In these cases you can choose a replacement or a full refund, including the delivery cost, and we cover the cost of returning the product. Sometimes we may ask you to keep or dispose of the product instead of sending it back.

4. How to return a product

  1. Email us at [SUPPORT EMAIL] within 14 days of delivery with your order reference and the products you want to return.
  2. We will reply with a return authorisation and the return address. Please do not send products back without contacting us first, as we may not be able to identify unannounced returns.
  3. Pack the products securely, include your order reference and send the parcel within [7] days of receiving our authorisation. We recommend a tracked service, as we cannot be responsible for returns lost in transit.

5. Return shipping costs

  • Change of mind: the cost of sending the products back is paid by the customer.
  • Faulty, damaged or wrong products: we pay the return cost.

6. Refunds

  • We inspect returned products within [5] business days of receiving them and email you to confirm whether the refund is approved.
  • Approved refunds are made to the original payment method. Card payments are refunded to the same card; the amount usually appears on your statement within [5–10] business days, depending on your bank.
  • If you return your whole order within 14 days, we also refund the standard delivery cost you paid. We do not refund any extra paid for express delivery, or the delivery cost when only part of the order is returned, unless the products were faulty or wrong.
  • If returned products are not in the condition described in section 1, we may refuse the refund or reduce it to reflect the loss in value. In that case we will contact you before doing anything.
  • Import duties or taxes paid to the customs authorities of your country cannot be refunded by us; you may be able to claim them from your local customs office.

7. Exchanges

If you would like a different flavour or size, return the unopened product as described above and place a new order for the product you want. This is the fastest way to make sure you get it.

8. Cancelling an order

You can cancel your order free of charge until it has been dispatched. Email us at [SUPPORT EMAIL] as soon as possible with your order reference. If the order has already been dispatched, you can return it under this policy once you receive it.

9. Contact

[COMPANY LEGAL NAME]
Jumeirah Lake Towers, JBC 2, Cluster V, Office 601
PO Box 488154, Dubai, United Arab Emirates
Email: [SUPPORT EMAIL]
Phone: [PHONE]

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