This policy explains how to return something you have bought from 1 Life Supplements & Skincare, and what happens to your money. It sits alongside your legal rights — it does not replace them.
Your right to change your mind
If you are buying as a consumer, you have 14 days from the day after your order arrives to tell us you want to cancel. You do not have to give a reason. You then have a further 14 days from telling us to get the goods back to us.
How to cancel
Tell us in writing, quoting your order number and what you want to return. A clear statement that you are cancelling is enough. Email us at info@1lifesupplements.com, use the form on our Contact Us page, or write to us at:
1 Life Supplements, Desert Orchid, The Beeches, Middleton St. George, Co. Durham, DL2 1GD
Telephone: 0330 122 1465
Sending the goods back
Send the goods to the address above within 14 days of telling us you are cancelling, with your order number inside the parcel so we can match it to your order.
On a change-of-mind return, you pay the return postage. We would suggest a tracked service — until the parcel reaches us it remains your responsibility, and we can only refund goods we actually receive.
Your refund
We refund within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever happens first. The money goes back to the card or account you paid with.
We refund what you paid for the goods plus the standard delivery charge you paid on the outbound order. If you chose a faster or more expensive delivery service, we refund the standard rate only.
We may reduce your refund if the goods have been handled more than was necessary to check them — roughly, more than you would have done in a shop.
What we cannot take back
Under the Consumer Contracts Regulations we cannot accept a change-of-mind return of:
- sealed supplements, skincare or other goods that are not suitable for return for health protection or hygiene reasons, once the seal has been broken after delivery
- goods that have been mixed inseparably with other items after delivery
- goods that have passed their best-before or expiry date other than through our error
None of this affects your rights if an item is faulty, damaged or not what you ordered.
Faulty, damaged or wrong items
If something arrives faulty, damaged or not what you ordered, tell us within 30 days of delivery and you can reject it for a full refund under the Consumer Rights Act 2015. After 30 days we will repair or replace it, and if that is not possible you can claim a refund or a reduction in price.
We pay the return postage on anything faulty, damaged or sent in error. Where you can, send us a photo first — it often saves you a trip to the post office.
Still waiting on a refund?
Once we have issued a refund it can take a few working days to show up, depending on your bank or card provider. If it has been more than seven working days since we confirmed it, call us on 0330 122 1465 and we will chase it.
Questions
If you are not sure whether something can go back, just ask before you post it. Our Delivery Information page covers postage costs and dispatch times, and you can browse the full range in our shop.
Nothing in this policy affects your statutory rights.
