Refund policy

Last updated: 20 September 2026

This policy applies to orders placed on supplementhq.co.uk. SupplementHQ is a trading name of Brookline Group Ltd, registered in England, company number 17014048, VAT number 513417813. Nothing in this policy affects your statutory rights.

The short version

  • Unopened and still sealed — you have 30 days from delivery to change your mind. You pay the return postage.
  • Opened, or the seal is broken — we cannot take it back, for health and hygiene reasons.
  • Faulty, damaged, wrong or short-dated — we put it right at our cost, whether it is opened or not.

1. Changing your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel an online order within 14 days of receiving it. We give you longer than the law requires: you have 30 days from the day you receive your order to tell us you want to cancel, and a further 14 days from telling us to send the goods back.

To cancel, make a clear statement to that effect. The easiest way is to email info@supplementhq.co.uk with your order number, or use the cancellation form at the end of this policy. You do not have to give a reason.

Anything returned under this section must be unopened, unused, in its original packaging, and with every tamper-evident seal, foil seal and shrink wrap fully intact — in a condition we could sell again.

2. What we cannot take back once it is opened

The Consumer Contracts Regulations 2013 say the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery. Everything we sell is a food supplement or a food intended to be consumed, so this exception applies across our whole range — powders, capsules, tablets, gummies, bars, drinks and ready-to-drink products.

In practice, we cannot accept a change-of-mind return where:

  • the shrink wrap, foil seal, tamper-evident seal or safety seal has been broken or removed;
  • the tub, pouch, bottle or blister pack has been opened, or a scoop has been taken out;
  • the product has been used, tasted or partly consumed;
  • any single item in a bundle or multipack has been opened.

The same Regulations also exclude goods that are liable to deteriorate or expire rapidly.

None of this applies when something is wrong with the product. If it is faulty, damaged, not as described, or arrived with an unreasonably short best-before date, section 3 applies instead — opened or not, and your legal rights are untouched.

3. Faulty, damaged, wrong or short-dated items

Under the Consumer Rights Act 2015, what we send you must be of satisfactory quality, fit for purpose and as described. Where it is not:

  • Within 30 days of delivery you can reject the item and get a full refund.
  • After 30 days and within six months you can ask for a replacement. If we cannot replace it, you are entitled to a refund, which may be reduced to reflect any use you have had.
  • For the first six months, it is for us to show the goods were not faulty when they reached you — not for you to prove they were.

This section also covers a wrong item being sent, an item missing from your parcel, packaging that arrived damaged with the contents affected, and products that arrive too close to their best-before date.

Email info@supplementhq.co.uk with your order number and a photograph of the item and its packaging. We will usually ask you to send it back, and we either pay the return postage or refund it. Telling us about transit damage within 48 hours of delivery helps us claim against the carrier, but that is a request — it is not a deadline on your legal rights.

4. How to return something

  1. Email info@supplementhq.co.uk with your order number and what you would like to return. We reply within 24 hours, Monday to Friday.
  2. We will confirm the return and give you a reference to put inside the parcel.
  3. Pack the items securely — ideally inside an outer box, so the product’s own packaging is not damaged or labelled in transit — and send them to the address below.

SupplementHQ Returns
Brookline Group Ltd
86 Broad Street
Glasgow
G40 2BA
United Kingdom

Contacting us first is not a condition of your right to cancel. It simply means we can match your parcel to your order and refund you faster.

5. Who pays the return postage

  • Changed your mind: you pay. We do not offer free returns.
  • Faulty, damaged, wrong or missing: we pay.

Please use a tracked service and keep your proof of postage. Until the parcel reaches us it remains your responsibility, and we cannot refund a return that never arrives.

6. Refunds

We refund within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever comes first. Refunds go to the original payment method. How quickly the money appears after that is down to your bank or card issuer.

  • Cancel your whole order and we refund what you paid for the goods, plus the standard delivery you paid to receive them (our standard rate, currently £2.99). If you chose an upgraded delivery service, we refund the standard rate, not the upgrade.
  • Return part of an order and we refund the goods only, not the delivery.
  • If returning part of an order takes what you have kept below our £40 free-delivery threshold, we will deduct the £2.99 standard delivery charge that would have applied to it.
  • We may reduce a refund where goods have been handled more than was necessary to establish their nature, characteristics and how they work.

Where a discount code, multibuy or bundle price applied, refunds reflect what you actually paid, not the full list price.

7. Cancelling before dispatch

Email us as soon as you can, quoting your order number. We process orders quickly, so we cannot promise to catch an order in time — but if we do, we cancel it and refund in full. Once it has been dispatched, the rest of this policy applies.

8. If a product does not agree with you

Stop taking it and speak to your GP or pharmacist. Please tell us as well, with the batch number from the packaging, so we can look into it. We are a retailer, not a healthcare provider, and we cannot give medical advice. Food supplements should not be used as a substitute for a varied and balanced diet and a healthy lifestyle.

9. Complaints

Email info@supplementhq.co.uk and we will look into it. If we cannot resolve things between us, you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk. In Scotland, contact Advice Direct Scotland on 0808 164 6000 or at consumeradvice.scot.

10. Model cancellation form

You do not have to use this form — any clear statement will do — but you are welcome to.

To SupplementHQ, Brookline Group Ltd, 86 Broad Street, Glasgow G40 2BA, info@supplementhq.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer:

Address of consumer:

Signature (only if this form is sent on paper):

Date:

Contact

SupplementHQ, Brookline Group Ltd — email info@supplementhq.co.uk. Returns address: 86 Broad Street, Glasgow, G40 2BA. Registered office: 20 Wenlock Road, London, England, N1 7GU. Registered in England, company number 17014048. VAT number 513417813.

This policy does not affect your statutory rights.