Refund policy

Last updated: 29 August 2026

This Return and Refund Policy applies to orders placed directly through www.finesupplements.co.uk.

The website is operated by Fine Supplements Limited, a company registered in England and Wales under company number 11483149, with its registered office at 8 Hansard Gate, West Meadows Industrial Estate, Derby, England, DE21 6AR.

1. Overview

We want customers to shop with confidence while maintaining the safety, quality and integrity of the health, nutrition, beauty and personal-care products we sell.

This policy explains:

• Your statutory rights under UK consumer law;
• Your legal 14-day right to cancel eligible online purchases;
• Our additional voluntary 60-day returns promise;
• The special rules applying to sealed supplements, consumables and hygiene-sensitive products;
• Who is responsible for return postage; and
• How and when refunds are issued.

Nothing in this policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded under UK consumer law.

2. Your Statutory Rights

Products supplied by us must be as described, of satisfactory quality and fit for any purpose made known to us where you reasonably relied on our advice.

If a product is faulty, damaged, incorrectly supplied, unsafe or materially different from its description, you may have legal rights under the Consumer Rights Act 2015. These rights are separate from both the statutory right to cancel and our voluntary 60-day returns promise.

Depending on the circumstances and the time that has passed, your legal remedies may include rejection of the goods, a refund, repair, replacement or a price reduction.

3. Statutory 14-Day Right to Cancel

If you are a UK consumer purchasing online, you normally have the right to cancel an eligible order without giving a reason.

The cancellation period ends 14 calendar days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods.

If goods from the same order are delivered separately on different days, the cancellation period normally ends 14 calendar days after the day on which the final item is received.

To exercise this right, you must inform us of your decision to cancel before the cancellation period expires. You may do this by submitting a clear statement through our Contact page.

Please provide:

• Your full name;
• Your order number;
• Your delivery postcode;
• The product or products you wish to return; and
• A clear statement that you wish to cancel the relevant purchase.

You do not have to give a reason for exercising a valid statutory right to cancel.

After notifying us of a statutory cancellation, you must send the eligible goods back without undue delay and no later than 14 calendar days after the date on which you informed us of your decision.

4. Our Additional 60-Day Returns Promise

In addition to your statutory rights, Fine Supplements offers a voluntary 60-day returns period on eligible products.

The 60-day period begins on the date of delivery and includes the statutory 14-day cancellation period. The two periods run concurrently and are not added together.

This means that the voluntary returns period ends 60 calendar days after delivery. It does not provide an additional 60 days after the statutory cancellation period.

To use our voluntary 60-day returns promise:

• You must submit your return request within 60 calendar days of delivery;
• The returned product must be dispatched within the same 60-day period;
• You must retain proof showing the date of dispatch;
• The product must satisfy all return-condition requirements in this policy; and
• The product must not fall within an applicable exclusion.

If you contacted us in sufficient time but we failed to provide necessary return instructions before the deadline, we will allow a reasonable additional period for dispatch. This does not create an automatic extension of the 60-day period.

The portion of our 60-day promise that extends beyond your statutory rights is offered voluntarily and applies only when every eligibility condition is satisfied.

5. Conditions for a Change-of-Mind Return

For a change-of-mind return under our voluntary 60-day promise, the product must:

• Be unused, unopened and unconsumed;
• Remain in its original condition;
• Have all manufacturer seals, safety seals, protective films and tamper-evident packaging fully intact;
• Be returned in its complete original packaging;
• Include all labels, instructions, accessories, components and promotional items originally supplied;
• Show no signs of wear, use, damage, contamination, odour, alteration or improper storage; and
• Remain suitable for resale as new.

Opening external delivery packaging solely to inspect the order does not automatically make a product ineligible. However, opening or damaging a product seal, safety seal or hygiene seal may affect or remove your right to return that product.

6. Supplements, Consumables and Sealed Health or Hygiene Products

Many products sold by Fine Supplements are ingestible, consumable, cosmetic, personal-care or otherwise sensitive to contamination. Product integrity and customer safety require these products to remain sealed until use.

Where goods are supplied sealed and are not suitable for return due to health protection or hygiene reasons, the statutory right to cancel does not apply if the goods become unsealed after delivery.

This may apply, depending on the nature and packaging of the particular product, to:

• Food supplements, vitamins, minerals, herbs and nutritional products;
• Capsules, tablets, softgels, gummies, liquids and powders;
• Protein products, sports nutrition, foods and drinks;
• Skincare, cosmetics, haircare and personal-care products;
• Animal supplements, animal-care products and consumables;
• Products with tamper-evident or protective seals; and
• Other products that cannot safely be resold after opening.

A product may be treated as unsealed if its manufacturer seal, safety seal, protective film, tamper-evident packaging or other security closure has been removed, broken, punctured, damaged or interfered with.

Please inspect the product name, variation, size, flavour, quantity, external condition and expiry information before breaking any seal.

This section does not affect your legal rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

7. Products Not Eligible for a Change-of-Mind Return

Unless statutory rights apply because the product is faulty, damaged, incorrectly supplied or not as described, we do not accept change-of-mind returns for:

• Products opened, used, consumed or partially consumed;
• Sealed health or hygiene-sensitive goods that have been unsealed after delivery;
• Products with broken, missing, altered or damaged safety seals;
• Products that may deteriorate or expire rapidly;
• Products made to your specifications or clearly personalised;
• Products inseparably mixed with other goods after delivery;
• Products damaged through misuse, neglect, accident or improper storage after delivery;
• Gift cards or store credit that has already been used or redeemed;
• Free gifts unless returned with the qualifying order; or
• Any product that is no longer complete, safe or suitable for resale as new.

Sale, discount and promotional products are not automatically excluded. They remain subject to the same conditions and exclusions stated in this policy.

8. Faulty, Damaged, Incorrect or Missing Products

Please inspect your delivery promptly. If a product appears faulty, damaged, incorrect, expired, unsafe or missing, contact us as soon as reasonably possible, ideally within 48 hours of delivery.

The 48-hour request helps us investigate promptly but does not remove or shorten any statutory rights you may have.

We may request reasonable evidence, including:

• Photographs or video of the product and packaging;
• The batch or lot number;
• The expiry or best-before date;
• The shipping label and external parcel;
• A description of the problem; and
• Any other information reasonably required to investigate the issue.

Please retain the affected product, its contents, packaging and shipping materials until we confirm whether they are required for inspection or return.

Do not use, consume, alter or dispose of a disputed or incorrectly supplied product unless we confirm in writing that you may do so.

If a product is confirmed to be faulty, damaged on arrival, incorrectly supplied or not as described, we will provide the remedy required by applicable law and will cover reasonable return costs where legally required.

9. How to Request and Make a Return

1. Submit your request through our Contact page.
2. Provide your name, order number, delivery postcode and details of the product concerned.
3. Where relevant, provide the requested photographs or supporting information.
4. Wait for confirmation of the correct return address and return instructions.
5. Package the product securely to prevent loss, leakage, contamination or damage in transit.
6. Include sufficient information inside the parcel to identify your order.
7. Use an appropriate postal service and retain proof of dispatch.

Our registered office is not necessarily our returns-processing address. Do not send a return to the registered office unless we have expressly confirmed that address in the return instructions.

Contacting us first helps ensure that the product is sent to the correct location and prevents avoidable delays. However, a return-authorisation number is not required to make a legally valid cancellation where you have already provided a clear cancellation statement within the statutory period.

Returns sent to an incorrect or unauthorised address, or without sufficient order information, may be delayed or returned to the sender.

10. Return Postage

For change-of-mind returns, including eligible returns under our voluntary 60-day promise, you are responsible for arranging and paying the return postage unless we agree otherwise in writing.

We recommend using a tracked and appropriately insured service. You should retain the receipt and tracking information until the return and refund have been completed.

If a product is faulty, damaged on arrival, incorrectly supplied or not as described, please follow our instructions before paying for return postage. Where legally required, we will provide a prepaid method or reimburse reasonable return costs.

We are not required to reimburse unnecessarily expensive or enhanced return methods where a suitable lower-cost method was available, unless that method was agreed by us in advance.

11. Your Responsibility for Returned Goods

You must take reasonable care of the goods while they are in your possession and package them securely for return.

You may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you would be permitted to inspect them in a physical shop.

We may make a lawful deduction from a refund to reflect any reduction in value caused by handling beyond what was reasonably necessary.

A reduction in value may result from:

• Opening, using or testing a product beyond reasonable inspection;
• Missing or damaged packaging, labels, accessories or components;
• Marks, odours, residue, leakage or contamination;
• Incorrect storage or handling;
• Damage caused after delivery; or
• Any other condition that reduces the product’s resale value.

Any deduction will be based on the actual reduction in value and will not be used as an arbitrary administration or restocking charge.

12. Refund Amounts

For a valid statutory cancellation, we will refund:

• The price paid for the eligible returned goods; and
• The cost of the least expensive standard delivery method offered by us for the order.

We are not required to refund any additional amount paid for express, premium, timed or other enhanced delivery above the cost of our least expensive standard delivery option.

If you return only part of an order and the delivery charge would have been the same for the products you keep, the original delivery charge will not normally be refundable.

For a return accepted solely under the voluntary portion of our 60-day returns promise:

• The refund will normally be limited to the price actually paid for the eligible product;
• Original delivery charges are not refundable unless required by law;
• Return postage is the customer’s responsibility; and
• Express, premium or enhanced delivery charges are not refundable.

Discounts, promotional codes and multi-buy savings will be taken into account when calculating the amount actually paid for a returned product. If returning part of a promotional bundle means the original promotion no longer applies, we may recalculate the retained items at the price that would have applied without the promotion, where this was clearly disclosed and is permitted by law.

13. Refund Method and Timing

Refunds will normally be made to the original payment method. Where this is not possible, we will arrange another reasonable method with you.

For a statutory cancellation, we may withhold reimbursement until:

• We receive the returned goods; or
• You provide acceptable evidence that the goods have been sent back,

whichever occurs first.

We will process any refund due without undue delay and within the time required by applicable law. For returned goods, this will normally be no later than 14 days after we receive the goods back or receive acceptable evidence that they were sent back, whichever occurs first.

Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

14. Exchanges

We do not normally provide direct exchanges.

If you require a different product, size, strength, flavour or variation, please return the eligible product in accordance with this policy and place a new order.

This does not affect any right you may have to a repair or replacement where goods are faulty or not in conformity with the contract.

15. Cancelling or Amending an Order Before Dispatch

If you need to cancel or amend an order, contact us immediately.

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or stopped after it has entered processing or been passed to a delivery carrier.

If an order has already been dispatched, you may need to receive it and follow the applicable returns procedure.

16. Refused, Unclaimed and Undeliverable Parcels

Refusing delivery or failing to collect a parcel does not by itself constitute a clear notice of cancellation. You should contact us directly if you wish to cancel an eligible order.

If a parcel is returned because:

• An incorrect or incomplete delivery address was supplied;
• The customer failed to collect it;
• Delivery was refused without a valid cancellation; or
• The carrier could not complete delivery for a reason attributable to the customer,

we may deduct reasonable and evidenced direct costs of return, recovery or redelivery from any amount otherwise refundable, where permitted by law.

17. Suspected Fraud, Substitution or Return Abuse

We may reasonably inspect returned products and investigate suspected fraud or abuse.

This may include:

• Returning a product different from the one supplied;
• Returning counterfeit, substituted or altered contents;
• Making knowingly false claims about damage, non-delivery or product condition;
• Removing or altering serial, batch or security information;
• Repeated or excessive misuse of a voluntary returns programme; or
• Attempting to return products purchased from another retailer.

We may refuse a voluntary return where there is reasonable evidence of fraud, abuse or failure to meet the stated eligibility conditions. We may also take reasonable steps to protect our business and customers, including reporting suspected criminal activity where appropriate.

This section does not affect statutory rights that genuinely apply.

18. Model Cancellation Notice

You may use the following wording to cancel an eligible contract. Use of this form is optional:

To Fine Supplements Limited:

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:

Product or products:

Date ordered:

Date received:

Customer name:

Customer address:

Date of cancellation:

You can submit this information through our Contact page.

19. Contact Details

For cancellations, returns, damaged products or refund enquiries, please use our Contact page.

Fine Supplements Limited
Company number: 11483149
Registered office: 8 Hansard Gate, West Meadows Industrial Estate, Derby, England, DE21 6AR

Please do not send returns to the registered office unless that address has been expressly confirmed in your return instructions.