Refund policy

Returns, Cancellations & Substitutions Policy

At SUPANATURAL, we are committed to providing our customers with high-quality products. However, we understand that sometimes returns may be necessary. Please carefully review our returns, cancellations, and substitutions policy below:

1. General Return Conditions

  • All returned items must be in their original packaging. Our couriers will not collect unpackaged items.
  • The postage cost is non-refundable for any item returned to us due to the customer not being at home at the time of delivery. Should the customer wish for the item to be resent, a shipping charge will apply.
  • All returned items must be shipped back to us by the customer. We do not cover return shipping costs unless the return is due to an error on our part or a defective product.
  • Returns must be checked by us before a replacement or refund is issued.

2. Refunds and Processing Time

  • Refunds for returned items will be processed within 7 days of us receiving the item, provided there are no issues. If we are unable to process your order for any reason, a refund will be automatically processed after 7 days.
  • We offer a 30-day return policy, which means you have 30 days from the date of receipt to request a return.
  • To be eligible for a return, the item must be in the same condition as when received (unopened, unused, with tags, and in its original packaging). You’ll also need the original receipt or proof of purchase.

3. How to Start a Return

  • To initiate a return, please contact us at info@supanatural.co.uk. If your return is accepted, we will send you a return shipping label along with detailed instructions on how and where to send your package.
  • Please note: Items sent back without first requesting a return will not be accepted.

4. Exceptions / Non-Returnable Items

  • Certain items, like perishable goods (including food supplements), are non-returnable.
  • According to UK consumer protection law, food supplements and other consumable products are exempt from the general right to return if they are not defective, due to hygiene reasons. As such, we cannot accept returns for food products based solely on taste or texture preferences.

5. Important Notes on Food Supplements

  • Taste and Texture: We do not accept returns for food supplements based on dissatisfaction with taste, texture, or flavour, as these are subjective preferences. As per UK law, food products are generally exempt from returns unless faulty or damaged. If you experience any issues with the product (e.g., damaged or defective), please contact us immediately, and we will resolve the issue.

We appreciate your understanding and strive to ensure that every product we deliver meets your expectations. If you have any further questions, please do not hesitate to reach out to our customer service team.