What is your Returns Policy?Updated 22 days ago
This returns policy applies to products bought directly from our website. If you have purchased products from a retailer or other online retailer then please contact them for their own returns and refund procedures.
We hope you love our products, and we want to support you the best we can. Our returns policies below are clear and simple and designed with this in mind.
If there is a fault or issue: Contact us by leaving a message through our chat or online contact form and we will resolve it straight away, either by sending you a new product or arranging a refund.
If you’ve changed your mind: You can return the product to us within 14 days of receipt, so long as it is unopened and in saleable condition. If your order has qualified for a free gift, the gift must also be returned before your refund or replacement can be processed. Please see How Do I Return My Order? for instructions.
To be eligible for a refund your items must be unopened with all packaging seals intact, and in the same condition that you received them. Pouches must be returned in the box they were delivered in to protect them. Please be aware that due to EU hygiene regulations, we cannot offer a refund, replacement or exchange on items returned in non-saleable condition, including those damaged in transit due to being poorly re-packed.
Once your return is received and inspected, we will send you an email regarding your refund. The refund will be made to the original payment method used and can take up to 14 working days. If your card has expired since your purchase please contact us by leaving a message through our chat or online contact form. Please note this may delay the refund process.
How to Return Your Order: Please see How Do I Return My Order?
We advise customers to take all necessary precautions to ensure that their parcels are sent via a secure and reputable courier company. We do not take responsibility for parcels lost in transit so please retain your proof of postage/ delivery. Please note, unless the Products are faulty or not as described, you will be responsible for the cost of returning the Products to us.
If you don’t like the taste of our powdered products: We want to help you have the best experience of our products and love them as much as we do. But your taste buds are as individual as you are. If you're having any issues with taste please contact us immediately by leaving a message through our chat or online contact form and we’ll work with you to try and find the right recipe. We've got lots of tips and recommendations from our experts and MPowder community, we can share too. Please note we do not issue refunds on the basis of flavour.
Returns for Subscription Customers: You can cancel or pause your subscription at any time by logging into your account up to 3 business days’ prior to your next order being shipped. After this, your order will be picked and automatically dispatched and you will not be able to cancel it. If, upon receipt of your subscription, you wish to return items for a refund, please see How Do I Return My Order?
Please note you will be responsible for the cost of returning the Products to us. If you decide to part-return a subscription purchase, you will be charged the standard retail price for the units you choose to keep, rather than the discounted subscription price.