Returns & Refunds
Last updated
In short: you have days from receiving your order to change your mind. Send the box back unopened and we refund it in full. If anything is damaged or wrong, we fix it at our cost — that right is not time-limited in the same way.
Changing your mind
Under the Consumer Contracts Regulations 2013 you may cancel your order within days of the day you receive it, without giving a reason. You then have a further 14 days to send the goods back.
To cancel, email with your order number and say that you are cancelling. A clear statement is enough — you do not have to use a form.
Condition of the goods
Because SAF is a consumable food product sealed for health and hygiene reasons, we can only accept returns where the outer box and the individual bottle seals are unopened and intact. Once a seal is broken the product cannot be resold and the statutory right to cancel no longer applies to that item. This does not affect your rights if the product is faulty.
You may handle the product as you would in a shop — opening the outer carton to look at it is fine. If you reduce its value by handling it beyond that, we may deduct the loss from your refund.
Return postage
If you are returning because you changed your mind, you pay the return postage. We recommend a tracked service, as the parcel remains your responsibility until it reaches us. If you are returning because the product is faulty, damaged or not what you ordered, we pay — we will send you a prepaid label.
Faulty, damaged or wrong items
Email with your order number and a photograph. We will send a replacement or a full refund, whichever you prefer, and we cover all postage both ways. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and rights beyond that for repair or replacement.
Subscriptions
Cancelling a subscription and returning a box are different things. Cancelling stops future charges; it does not by itself refund a box already sent. Each delivery carries its own -day cancellation right, so if a renewal box arrives unopened and you no longer want it, you can return it on the same terms as above.
Cancel at least 48 hours before a renewal date and that renewal is never charged in the first place.
How refunds are paid
- Refunds go back to the card or wallet you paid with. We cannot refund to a different method.
- We refund within 14 days of receiving the goods back, or of you proving you sent them, whichever is sooner.
- We refund the standard delivery cost you originally paid. If you chose a faster, more expensive service we refund the standard rate only.
- If you return part of an order, we refund that part; delivery is only refunded if the whole order is returned.
- Your bank may take a few more days to show the money.