Refund & Returns Policy

We want you to be satisfied with your purchase. This policy explains how returns and refunds work for orders placed directly through blubrain.co.uk. It sits alongside — and does not reduce — your statutory rights under UK consumer law.

This policy applies only to orders placed through this website. If you bought Blu Brain from a third-party marketplace such as Amazon or eBay, that platform's returns process applies instead.

Your 14-day right to cancel

Because you are buying online, you have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, contact us through our support centre within that 14-day window and we will give you return instructions. You then have 14 days from telling us to send the goods back. Return postage is your responsibility unless the item was faulty or sent in error.

Important: sealed goods exemption

Our products are sealed for health and hygiene reasons. Once the safety seal on a bottle has been broken, the 14-day right to cancel no longer applies to that bottle, in line with the health-protection and hygiene exemption in those Regulations. In other words, we can only accept a cancellation return where:

• the bottle is unopened and in its original condition;
• the safety seal is intact and unbroken; and
• the product has not been damaged or tampered with.

Faulty or damaged products

This is separate from cancellation and is not affected by whether the seal is broken. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your order arrives damaged, faulty, or not as described, you are entitled to a remedy — which may include a replacement or a refund.

Please contact us as soon as you can after delivery, and ideally within 14 days, so we can put it right quickly. A photo of the damaged item or packaging helps us process it without delay. Where an item is faulty, we cover the cost of return.

Refund processing

Once we receive a returned item and confirm it meets the conditions above, we will process your refund within 5 business days, and in any event within the statutory timeframe. Refunds are issued to the original payment method.

For cancellation returns, the original outbound delivery charge is refundable only up to the cost of our standard delivery option. Where a return is due to a fault or our error, we refund delivery in full.

Proof of purchase

Please keep your order confirmation, as we may need it to process a return or refund.

Your statutory rights

Nothing in this policy limits or removes your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Where this policy and your statutory rights differ, your statutory rights take precedence.

Contact

To start a return, report a damaged order, or ask a question, raise a ticket through our support centre.