Refund policy

Last updated: 5 May 2026

This Returns Policy explains how to return a product, when you can request a refund, and what happens after we receive your return. It applies to all orders placed with Simple Science Supplements Ltd (“Simple Science”, “we”, “us”, or “our”). It sits alongside the Shipping Policy (which covers delivery and what to do if an order doesn’t arrive), Billing Terms and Conditions, and Subscription Policy.

Returns at a glance

  • You have 14 days from the day you receive your order to request a return for any reason.
  • Sealed, unopened products can be returned for a full refund — including for changes of mind.
  • Opened or unsealed products cannot be returned for change of mind, because food supplements are exempt from the statutory return right for health and hygiene reasons. We will still refund or replace any opened product that is faulty, damaged on arrival, or not as described.
  • Faulty, damaged, or wrong items are always covered, regardless of whether the product has been opened, and we cover the cost of return shipping.
  • For change-of-mind returns, the customer pays the return postage.
  • All change-of-mind returns are inspected on arrival before any refund is issued. Items that arrive opened, unsealed, partially used, or otherwise no longer in their original sealed condition are not eligible for a change-of-mind refund (see “Condition of returned items” below).

How to start a return

The fastest way to start a return is from your order:

  • If you have a customer account, sign in, open the order, and click Request return.
  • If you don’t have an account, open the order confirmation email we sent you, click View your order, and click Request return on the order status page.

You’ll be asked to choose the items, select a reason, and submit the request. We review every request within 2 working days and reply by email.

If you can’t access either route, or you’d prefer to handle the return by email, contact us at help@simplesciencesupplements.com with your order number and we’ll set up the return for you.

Once your return is approved, you will receive via email the return address, full instructions and any return labels if included.

Your right to cancel under UK consumer law

If you are a consumer in the UK, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel most online orders within 14 days of receiving the goods, without giving a reason, and to receive a full refund of the product price and standard delivery cost.

This right is overridden in one situation that affects most of our products: sealed goods which are not suitable for return for health protection or hygiene reasons are exempt once they have been unsealed or opened after delivery.

This is a UK-wide exemption that applies to food supplements. In practical terms:

  • An unopened, sealed product can be returned within 14 days for a full refund.
  • A product that has been opened, broken-sealed, or partially used cannot be returned for a refund under this right.

The exemption does not override your rights under the Consumer Rights Act 2015 if a product is faulty, damaged, or not as described — those rights still apply whether the product has been opened or not (see Faulty, damaged, or wrong items below).

Faulty, damaged, or wrong items

If a product arrives faulty, damaged, or you’ve received the wrong item, please contact us within 14 days of receipt at help@simplesciencesupplements.com or use the self-serve returns flow above. Photos of the issue help us resolve things quickly but are not required.

We will offer you a free replacement, an exchange, or a full refund, including any postage you paid on the original order. We cover the cost of return postage in these cases. If a replacement isn’t possible, you will receive a full refund.

These rights are statutory under the Consumer Rights Act 2015 and apply regardless of whether the product has been opened.

Items that didn’t arrive

If your order is marked as delivered by the carrier but you haven’t received it, or it hasn’t arrived after the expected delivery window, follow the steps in our Shipping Policy under “If your order doesn’t arrive”. We’ll investigate with the carrier and, if we can’t locate the package, offer a full refund or a replacement at no cost.

Condition of returned items

For change-of-mind returns, we inspect every parcel as soon as it arrives, and we photograph the product as received. To be eligible for a refund, the product must reach us:

  • in its original outer packaging,
  • with our over-mouth aluminium seal intact and unbroken, and
  • otherwise in the same condition you received it.

If a product that you returned as a change of mind reaches us with the seal broken, opened, partially used, or showing signs of tampering, the food-supplement hygiene exemption applies (see “Your right to cancel under UK consumer law”) and we are not able to issue a refund for that item. In that case we will:

  1. Email you within 2 working days of receiving the parcel, with photographs of the product as it arrived.
  2. Offer you the choice of either having the product returned to you (you cover the return postage), or having it disposed of on your behalf at no further charge.
  3. If we don’t hear from you within 14 days of that email, we will dispose of the product and close the return.

This does not apply to faulty, damaged, wrong, or not-as-described items: those are covered regardless of whether the product has been opened, under your statutory rights (see “Faulty, damaged, or wrong items”).

We always pack our products with an over-mouth aluminium seal under the lid. If your product arrived to you with the seal already broken, please report it as a damaged-on-arrival case under “Faulty, damaged, or wrong items” — not as a change of mind — so we can resolve it free of charge.

Refunds

Refunds are issued back to the original payment method. We process the refund within 14 calendar days of receiving the returned product (typically within 5–10 working days of approving the return). It can take a few additional working days for your bank or card issuer to release the funds back into your account.

If more than 14 working days have passed since we approved your refund and you still haven’t seen it, please email us at help@simplesciencesupplements.com and we’ll chase it up.

If you paid using Klarna, PayPal, or another buy-now-pay-later or wallet provider, refunds are processed back to that provider, who then refunds you according to their own timelines.

Return postage costs

  • Change-of-mind returns (sealed, unopened products): the customer pays the cost of return postage. We recommend obtaining a tracked return service so you have proof of postage for your postage provider if anything goes missing in transit. We can’t refund the cost of products that don’t reach us.
  • Faulty, damaged, wrong, or not-as-described items: we cover return postage.
  • Items that didn’t arrive: no return postage applies; we deal directly with the carrier.

Cancelling an order before it ships

If you need to cancel an order that hasn’t shipped yet, please email us at help@simplesciencesupplements.com as soon as possible — orders are dispatched quickly via our fulfilment partner, so we can’t always cancel after dispatch. If we manage to cancel before dispatch, you’ll receive a full refund.

If your order has already shipped, please follow the standard returns process above once it arrives.

For more on the payment side of cancellations, see our Billing Terms and Conditions. For subscription orders, see our Subscription Policy.

Changes to this Returns Policy

We may update this Returns Policy from time to time to reflect changes in our practices, our service providers, or for operational, legal, or regulatory reasons. When we do, we will update the “Last updated” date at the top of this page. Your statutory consumer rights are not affected by any change to this policy.

Contact us

If you have any questions about a return, a refund, or this Returns Policy, please contact us:

Email: help@simplesciencesupplements.com

Post:
Simple Science Supplements Ltd
Suite 8, Newton Hall
Town Street, Newton
Cambridge CB22 7ZE
United Kingdom

Company number: 14933468