Terms and Conditions
1. Your Right to Cancel (Change of Mind)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your products. To cancel, email help@justaddscoop.com with your name, order number, and the items you wish to return.
To be eligible for a refund, products must be unopened, unused, and in their original packaging. Opened or unsealed supplements cannot be returned for hygiene and safety reasons.
You must return the items within 14 days of notifying us. Return postage for change-of-mind returns is your responsibility. Refunds are processed to your original payment method within 14 days of us receiving the returned goods.
2. Damaged, Faulty or Incorrect Items
We ask that any delivery damage, suspected faults or incorrect items are reported within 24 hours of receiving your order so we can resolve them quickly with our courier or production team. This doesn’t affect your statutory rights, we’ll always replace or refund items that arrive damaged or genuinely faulty.
Damaged on arrival
If your order arrives damaged, please report it within 24 hours of delivery to help@justaddscoop.com
Please include:
- Your order number
- A clear photo of the issue
This helps us resolve the issue quickly with our courier. This does not affect your statutory rights, we will always replace or refund items that arrive damaged.
Faulty items
If you believe a product is faulty, email help@justaddscoop.com with your order number and a brief description (plus a photo). We will arrange a replacement or refund, and cover any return postage if a return is required. A product is considered faulty if it has a manufacturing or packaging defect that prevents it from being used safely or as intended (e.g. unsealed pouch, abnormal smell/texture, incorrect fill). Natural variations in food powders are not considered faults.
Incorrect items
If you have received the wrong item, please email us with your order number and a photo of what arrived. We will correct the order and cover any return postage if we need the item back.
3. Non-Returnable Items
For health and hygiene reasons, we are unable to accept returns on:
- Opened or unsealed products
- Items not returned within the applicable return window unless they are faulty.
4. Exchanges
We only offer exchanges for items that arrive damaged or faulty. For all other situations, please follow the cancellation process and place a new order.
5. Refund Processing
Once your return is received and inspected, we will confirm whether your refund has been approved. Approved refunds are issued within 14 days.
Please note:
- Original shipping fees are non-refundable unless the item was faulty or incorrect.
- We recommend using a tracked service for returns, as we cannot be responsible for items lost in transit.
6. Contact Us
For any questions about returns, refunds, or your order, contact us at: help@justaddscoop.com