Refund policy

We want you to be happy with your order. This policy explains your 30-day return window, who pays for what, and how refunds work. It complies with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Return policy at a glance

Return window	30 days from delivery
Item condition	New, unused, unopened, seal intact
Return method	By mail (tracked, customer arranged)
Return shipping cost	Customer pays (approx. £4.99) for change-of-mind returns. Free if faulty or our error.
Refund type	Full refund to original payment method
Refund processing	Within 14 days of us receiving the item

Your 30-day return window

You have 30 days from the date you receive your order to request a return for any unopened item. This is more generous than the 14-day legal minimum because we want you to buy with confidence.

To qualify, the item must be unused, in its original packaging, and with the manufacturer's seal intact.

Sealed and chilled products

CDS22-formula is a chilled probiotic supplement. Under the Consumer Contracts Regulations 2013, sealed goods that are not suitable for return for health or hygiene reasons, and perishable goods, are exempt from the standard cancellation right once the seal is broken.

In plain terms:

Unopened, seal intact: returnable within 30 days for a full refund.
Opened or seal broken: cannot be returned or refunded, for health and safety reasons. This does not affect your rights if the product is faulty.

Arrived warm? Your product is fine. CDS22-formula is shelf-stable at room temperature (up to 25°C) for up to 7 days, confirmed in the manufacturer's storage leaflet inside every box. A warm ice pack on arrival does not affect potency or safety. The coolant pack is included as extra reassurance, not because the product needs constant refrigeration in transit. Simply place it in the fridge on arrival. A warm-but-sealed delivery is not classed as a fault and is not eligible for return on that basis alone. See our cold chain & delivery page for the full stability data and manufacturer leaflet extract.

How to request a return

Use our contact form within 30 days of delivery with your order number and the reason for return.
We review your request and, if eligible, send a return authorisation and the return address.
Post the item back within 14 days of receiving your authorisation. Use a tracked service. We cannot refund items we do not receive.
Include your order reference number inside the parcel.

Return shipping costs

Change of mind: you cover return postage (typically around £4.99 depending on the carrier you choose).
Faulty, damaged, or our error: we cover return postage in full. No cost to you.

Refunds

Once we receive and inspect the returned item, we process eligible refunds within 14 days.
Refunds go to the original payment method used at checkout.
We refund the full item price. For change-of-mind returns, the original outbound delivery charge is non-refundable.

Damaged or faulty items

If your order arrives damaged or faulty, use our contact form within 7 days of delivery and attach your order number and a photo of the issue. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement, or refund for genuinely faulty goods. We will resolve it quickly and cover all return costs.

Please note: a faulty product means a defective, damaged, leaking, or short-dated item, not a sealed product that arrived warm. A warm delivery of a sealed, in-date product is not a fault (see above).

Contact us

Contact: probiotic.co.uk/pages/contact

Phone: +44 20 7183 0995

Returns address:
Fulfilment Crowd / Probiotic.co.uk
Matrix Park, Western Avenue, Buckshaw Village
Chorley, PR7 7NB, United Kingdom

This policy does not affect your statutory rights under UK consumer law. Probiotic.co.uk is regulated under UK food supplement legislation.