Refund policy
4. REFUND POLICY
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A few things worth knowing about how returns work with us. We try to keep this short. If you have a question that is not covered, write to admin@thecary.co.uk and a person will reply within one working day.
14 days to change your mind, on sealed items
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to let us know you want to return a sealed, unopened product — for any reason. No explanation needed. Once the product is back with us, we refund within 14 days of receiving it. Return postage is yours unless the item arrived faulty or wrong.
Opened supplements cannot come back
For hygiene and safety reasons, and consistent with Regulation 28(3)(b) of the Consumer Contracts Regulations, we cannot accept the return of supplements once the seal has been broken. This is not a thecary-specific rule — it is how the rule works for health products generally, and it protects every customer who buys after you.
If you have opened a product and have a real concern — an allergic reaction, an off taste or smell, anything unexpected — write to us. We will help.
Damaged, faulty, or wrong items are on us
If your order arrives with a cracked bottle, the wrong product, a missing item, or anything that does not match what you ordered, write to admin@thecary.co.uk within 7 days of delivery, with a photo if possible. We will replace it or refund it — your choice. You do not need to return the affected item unless we ask.
Allergic and adverse reactions
Some people react to supplement ingredients in ways that cannot be predicted. If you have an adverse reaction to a thecary product, stop taking it, speak with your GP if needed, and let us know. We treat these as faults and refund without argument, opened or not.
How to start a return
Email admin@thecary.co.uk with your order number and what you would like to do. We reply within one working day, Monday to Friday, UK time. There is no automated portal. Every return is handled by a person.
If we ask you to send something back, we will provide the return address. Please do not post anything before contacting us first — items returned without prior agreement may not be processed.
How refunds work
Approved refunds are issued to the original payment method within 14 days of us receiving the returned item, or within 14 days of agreeing the refund for damaged or wrong items where no return is needed. Banks then take their own time — usually 3 to 5 working days — for the credit to appear in your account.
What we cannot do
- Refund opened supplements without a fault or reaction
- Accept returns more than 30 days after delivery
- Refund original shipping costs unless the order was faulty, wrong, or damaged
- Accept returns of gift cards or special-order items
Your statutory rights
This policy sits alongside, not in place of, your rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are unsure whether something is covered, just ask.
Contact
Email: admin@thecary.co.uk Replies: within one working day, Monday to Friday, UK time
