Food supplement. Not a medicine. Sold by Faunaflexibleel Ltd, London, United Kingdom.

Refund & Return Policy

Last updated:

14-Day Right to Cancel

Under UK Consumer Contracts Regulations 2013 (implementing EU Directive 2011/83/EU), you have the right to cancel your order and receive a full refund within 14 calendar days from the date you receive your product, without needing to give a reason.

How to Request a Refund

Step 1: Contact Us

Email us at info@faunaflexibleel.shop or call +44 20 7946 0958 with your order details to request a return. Include your name, order reference (if available), and reason for return (if desired).

Hours: Monday to Friday, 09:00-17:00 GMT

Step 2: Receive Return Instructions

Our customer service team will provide you with a return shipping address and a unique reference number to include with your return.

Step 3: Send Your Return

Package the unopened product securely and send it to the address provided. Include your reference number clearly on the parcel. We recommend using a tracked shipping service so you can confirm delivery.

Step 4: Refund Processing

Once we receive your return, we will inspect the product and process your refund within 14 days. The refund will be issued to the same payment method used for the original order (or as credit, depending on your original payment method).

Refund Eligibility

Refundable Purchases

  • Product must be unopened and in its original, sealed condition
  • Original packaging and labels must be intact
  • Product must not show signs of use or tampering
  • Request must be made within 14 days of receipt

Non-Refundable Purchases

Opened or Used Products: For hygiene and safety reasons, supplements that have been opened or used cannot be refunded, even if partially used. This applies to all food and health supplement products.

Damaged Packaging (Customer Responsibility): If the product was damaged due to mishandling or improper storage by the customer after receipt, it may not be eligible for refund. We will evaluate each case individually.

Return Shipping Costs

Standard Returns: Return postage costs are typically borne by the customer unless the product is defective or damaged due to our fault.

Defective Products: If you receive a product that is defective, expired, or damaged due to our fault or shipping, contact us immediately. We will provide a prepaid return label and cover return costs.

Cancellation Before Delivery

If you wish to cancel your order before it has been dispatched, you can do so free of charge. Contact us immediately at info@faunaflexibleel.shop or +44 20 7946 0958 to request cancellation.

Refusal of Delivery

You have the right to refuse delivery and decline to pay the courier. In this case, the package will be returned to us, and we will process a refund to your original payment method within 14 days.

Quality Concerns

If you suspect the product is defective, expired, or of poor quality upon receipt, contact us immediately:

Include a photo of the product and packaging if possible. We will investigate and may offer a replacement or refund without requiring you to return the item (depending on the nature of the defect).

Exceptions & Limitations

  • This policy applies to purchases made directly through our website only
  • Orders cancelled or refused must be within 14 days of original receipt
  • Custom or personalised orders (if applicable) cannot be returned
  • This policy does not affect your statutory consumer rights

Your Statutory Rights

Nothing in this policy limits your statutory consumer rights under UK law. You have additional rights under the Consumer Rights Act 2015, including the right to receive goods that are:

  • As described on the website
  • Of satisfactory quality
  • Fit for purpose

If goods do not meet these standards within 30 days of receipt, you may be entitled to a full refund. For disputes, you can contact the Information Commissioner's Office or pursue legal remedy through the courts.

Contact Us

If you have any questions about our return or refund policy, please contact our customer service team: