Refund policy
Returns & Refunds Policy
We want buying from ASSAY to be straightforward.
If you change your mind, you can request a return within 30 days of receiving your order, provided the product is unopened and in its original packaging.
First Order Guarantee
Trying ASSAY for the first time?
If you’re not happy with your first order, contact us within 30 days of delivery and we’ll make it right.
Depending on the circumstances, this may include a replacement, store credit or refund.
This guarantee applies to your first purchase of the product only and is limited to one claim per customer or household.
We may ask for your order number and, where relevant, a photo of the product or packaging.
You do not need to return an opened product unless we specifically ask you to.
Standard Returns
For returns outside the First Order Guarantee, products must be:
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unused and unopened;
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in their original packaging;
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in a condition suitable for resale; and
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accompanied by proof of purchase.
Because our products are consumable food supplements, we may be unable to accept returns where a sealed product has been opened or the tamper-evident seal has been broken.
This does not affect your statutory rights if the product is faulty, damaged, incorrect or not as described.
How to Request a Return
To request a return, contact us at:
Please include your order number and a brief explanation of the issue.
If your return is accepted, we will provide instructions on how and where to send your product.
Returns should be sent to:
Functional Consumer Products Ltd trading as ASSAY
7 Park Terrace
Nottingham
NG1 5DN
United Kingdom
Please do not send products back without contacting us first, as this may delay your return.
Return Shipping
For standard change-of-mind returns, customers are responsible for the cost of return shipping.
We recommend using a tracked delivery service, as we cannot be responsible for returned items that are lost in transit.
If your product is faulty, damaged, incorrect or not as described, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return costs.
Damaged, Faulty or Incorrect Orders
Please inspect your order when it arrives.
If your product is damaged, defective, incorrect or not as described, contact us as soon as possible at james@assaynutrition.com and we’ll work with you to put it right.
Depending on the circumstances, we may offer a replacement, refund or another appropriate resolution.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, the simplest option is to return the eligible product and place a new order separately.
Cancellations
If your order has not yet been fulfilled or dispatched, please contact us as soon as possible at james@assaynutrition.com.
Where possible, we will cancel the order before dispatch and issue a refund.
If the order has already been dispatched, our normal returns process will apply.
Refunds
Once we receive and inspect your return, we will let you know whether the refund has been approved.
If approved, the refund will be made to your original payment method.
We aim to process approved refunds promptly. Please allow up to 10 business days for us to process the refund. Your bank or payment provider may take additional time to credit the funds to your account.
Where required by applicable consumer law, refunds will also include the cost of the standard delivery method originally offered.
If more than 15 business days have passed since we confirmed your refund was approved, please contact us at:
Your Statutory Rights
Nothing in this policy limits your statutory consumer rights.
Consumers may have additional rights under applicable consumer law, including rights relating to faulty, damaged, incorrect or misdescribed goods.
Contact
ASSAY
Functional Consumer Products Ltd trading as ASSAY
7 Park Terrace
Nottingham
NG1 5DN
United Kingdom
Email: james@assaynutrition.com