Refund and returns policy

Cancelling an online order

You can normally cancel your online order without giving a reason from the time you place it until 14 days after the day you receive your goods. If an order is delivered in separate parts, the cancellation period normally starts after you receive the last part.

To cancel, send a clear statement to hello@intracellsupplements.com, including your name, order number if available and the items concerned. You may use the optional cancellation form below. Your cancellation does not require our approval or a return-authorisation number.

Send the goods back without undue delay and within 14 days after the day you tell us you are cancelling, unless we have agreed to collect them. Please keep proof of posting when returning goods.

Return instructions and postage

Our temporary address for returns, refunds and cancellation correspondence is:

Email us for return instructions. We will provide these promptly so that you can return the goods within the applicable time limit. This does not make prior approval a condition of cancellation. You may also send a clear cancellation statement by post to the address above.

If you change your mind, you pay the direct cost of returning the goods. This applies where you were told about that responsibility before purchasing; it does not apply retrospectively to orders placed without the required information.

For goods that are faulty, damaged on arrival, incorrect or not as described, we cover reasonable return costs where required by your statutory rights. Contact us so we can arrange the appropriate return or remedy.

Faulty, damaged or incorrect goods

For a suspected defect, please stop using the product and retain it and its packaging while contacting us. We may ask for photographs and the batch number to help investigate.

Where an inspection or physical return is needed, we will explain the next steps. These arrangements do not restrict your statutory rights or extend applicable refund deadlines. The same statutory protections apply to goods that are incorrect or not as described.

Refund amounts and deadlines

For a valid cancellation of the whole order, we refund the product amount due and any standard outbound delivery charge you paid. Delivery originally supplied free has no delivery charge to refund.

We refund without undue delay. Unless we have offered to collect the goods, we may wait until we receive the goods back or evidence that you sent them back, whichever occurs first. The refund is due within 14 days after that event.

Where we have offered to collect the goods for return, the refund is due within 14 days after we are informed of your cancellation. We meet any earlier refund deadline that applies under your statutory rights.

We use the original payment method unless you expressly agree otherwise, and charge no refund fee. Where the law allows, we may deduct for loss in value caused by handling beyond what is needed to establish the goods’ nature, characteristics and functioning. We do not charge a blanket restocking fee.

Product condition and statutory rights

We do not apply a blanket no-returns rule to supplements. Please handle goods with care. Opening an outer delivery box does not itself remove cancellation rights. No product-specific hygiene exclusion is asserted by this policy.

We do not offer an additional voluntary 30-day change-of-mind returns promise. Rights relating to faulty, damaged, incorrect or misdescribed goods are separate and do not simply end when the cancellation period expires. Sale items have the same statutory protections as full-price items.

Optional cancellation form

You can copy and complete this form, then email or post it to us using the details below. You can use another clear cancellation statement instead; this form is optional.