Refund policy
PolyBiotics Ltd — Refund & Returns Policy
Effective date: 7 May 2026
1. Our commitment
We want you to be satisfied with your purchase. This policy sets out your rights and our process for returns and refunds on orders placed at www.polybiotics.co.uk.
2. Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of the day you receive your goods.
To be eligible for a return, your item must be:
- Returned within 14 calendar days of delivery
- Unopened and in its original, sealed packaging
- In the same condition as received
We are unable to accept returns on any product that has been opened or unsealed. Our supplements are sealed goods that are not suitable for return for health protection and hygiene reasons once the seal has been broken. This exception is permitted under Schedule 3(e) of the Consumer Contracts Regulations 2013.
3. How to request a return
Contact us before sending anything back:
Email: hello@polybiotics.co.uk Subject line: Return Request — [your order number]
We will confirm whether your return is eligible and provide further instructions. Please do not send goods back without contacting us first.
4. Sending your return
Once your return is confirmed, please pack the goods securely to avoid damage in transit and include the following inside the parcel:
- Your full name and address
- Your order number
- A daytime contact number
Send to:
3PL Returns Hub FAO Polybiotics Unit 3 Arras Road Bury St Edmunds IP33 3TX
Return postage is your responsibility. Please retain proof of postage. If your item is lost in transit, the delivery company will require this to process a claim on your behalf. We are unable to refund items lost in return transit where no proof of postage is held.
5. Refunds
Once we receive and inspect your returned item, we will email you to confirm receipt and whether your refund has been approved.
If approved, a refund will be applied to your original payment method within 5 working days. If you have not received it after this time, please check with your bank or payment provider first as processing times vary. If the issue persists, contact us at hello@polybiotics.co.uk.
A valid proof of purchase or order confirmation is required to process any refund.
6. Undeliverable orders
If a parcel is returned to us as undeliverable — for example due to an incorrect address being provided at checkout, failure to collect from a delivery depot, or refusal of delivery — the following applies.
If the parcel is returned to us within your 14-day cancellation window, we will contact you to arrange redelivery or process a refund. No deduction will be made where the failed delivery was not your fault.
If the parcel is returned to us after the 14-day cancellation window has closed, your statutory right to cancel has expired. In this circumstance we will refund the product cost minus a £7.00 undeliverable order fee. This fee covers the outbound shipping cost and the return-to-sender charge applied by our courier, both of which are incurred as a direct result of the failed delivery.
We will not deduct this fee where the failed delivery was caused by a courier error. In that case, please contact us at hello@polybiotics.co.uk and we will investigate and arrange redelivery or a full refund as appropriate.
7. Faulty or incorrect items
If you receive a faulty, damaged, or incorrect item, please email hello@polybiotics.co.uk within 48 hours of delivery with your order number and a description of the issue. Do not return the item until our team has advised you to do so. We will arrange a replacement or full refund and confirm next steps with you directly.
Please note that the 48-hour window is our preferred timeframe for efficient resolution. Your statutory rights under the Consumer Rights Act 2015 are not affected by this.
8. Subscriptions
Subscriptions can be managed via: https://polybiotics.co.uk/tools/recurring/get-subscription-access
If an order has already been picked, packed or dispatched at the point of cancellation, it will need to be treated as a standard return under the terms above.
If you contact us to change your subscription for you please allow 1 working day for us to action this.
9. International orders
It is your responsibility to track your order and ensure any applicable duties or customs fees are paid on delivery. If an international order is returned to us as undeliverable, original shipping fees are non-refundable and the £7.00 undeliverable order fee will apply.
10. Contact
Email: hello@polybiotics.co.uk Website: www.polybiotics.co.uk
PolyBiotics Ltd is a company registered in England and Wales.