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Frequently Asked Questions

1. How do I redeem the money back guarantee?

Step 1: Enter your details in the fields below.

Step 2: We will send you an email within 24 hours with a personalised pre-paid mailing label attached.

Step 3: Print off the label, attach it to an envelope and send us your itemised receipt within this envelope. If your receipt is not itemised or not available, please return the product bottle. If you are returning a set, only send the smallest bottle.

Step 4: Once we receive your itemised receipt or product, we will send a confirmation email and will process your money back guarantee. Payment will be made to your bank account within 10 working days following the confirmation email.

2. I don’t have a printer to print the mailing label, how can I participate?

We have provided the freepost mailing label to ensure the process is as simple as possible. The label contains a bar code which we can then match to the details that you registered online. Without this we are unable to process the money back guarantee.

3. I received a rejection email how do I get my money back?

If the email stated that you did not return the correct product or receipt you will need to submit a new order and resend your receipt/product.
If the rejection email stated that there was a problem with the bank transfer please call us on +44 0203 901 1163 (option 1) and advisors will be able to confirm your bank details.

4. Do I need to send my original receipt?

Yes, we will be unable to process your money back guarantee application if you do not send us the original itemised receipt or the actual product itself. We will be unable to accept photocopies and scanned copies, altered, manipulated or cut receipts. Please ensure that the date of the receipt is clearly visible otherwise your application will be invalid.

5. Will I get my receipt back?

No, we are unable to return any receipts. You can be assured that any sensitive information on the receipt will be treated with the utmost confidentiality.

6. I haven't received my money back?

Please allow up to 10 working days from the date we receive your itemised receipt or product. The date of receiving the product or itemised receipt will be confirmed over the email. If your application has been unsuccessful you will receive an email explaining the reason.

7. Any other query?

If you have any further queries please call us on +44 0203 901 1163 (option 1) and quote your order ID.

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