Effective date: 10 August 2025
Contact: support@1stclasssupplements.com
Governing law: This policy is governed by the laws of England and Wales. By placing an order with 1st Class Supplements you agree to the terms set out below.
1. Overview
We want you to be delighted with every order. Because we sell consumable health foods and supplements, returns are handled carefully for safety, hygiene and compliance with UK consumer law. This page explains when you can return goods, how we process refunds, and what to do if something is faulty or incorrect.
For more information on our returns & refunds policy, please read the details below.
2. Returns — eligibility and general rules
- You may return unopened, unused and sealed products within 30 calendar days of delivery, provided the items are in original packaging and in a fully resellable condition.
- All returns must be authorised by our Customer Service team. Email support@1stclasssupplements.com with your order number to request a Return Authorisation and the return address.
- Returns requested after 30 days will not normally be accepted or refunded, except where required by law.
- Products returned without prior authorisation may be rejected or returned to sender.
3. Items that cannot be returned
For safety and hygiene reasons, we cannot accept returns of:
- Any product that has been opened, unsealed or partially used.
- Perishable items or those with a short shelf-life that are near or past expiry.
- Customised or personalised products.
- Gift cards, promotional vouchers, or sale items marked as final sale (where clearly stated at purchase).
4. Faulty, damaged or incorrect items
If you receive an item that is faulty, damaged in transit or not what you ordered, please contact us within 7 days of delivery at support@1stclasssupplements.com and include:
- Your full name and order number.
- Photographs showing the product and packaging (where possible).
- A short description of the fault or what is incorrect.
We will advise whether you should return the product and whether we will provide a replacement, a full refund (including original shipping where applicable), or another remedy. If a return is required we will provide an authorised returns address and instructions.
5. How to make a return
Please follow these steps to ensure a smooth return:
- Email support@1stclasssupplements.com quoting your order number and reason for return to obtain a Return Authorisation.
- Pack the product securely in its original packaging with any accessories and a copy of your order confirmation (or the returns form if provided).
- Use a tracked delivery service and retain proof of postage. We strongly recommend tracking & insurance — we cannot refund returns that are lost in transit without proof of posting.
- Send the parcel to the returns address provided in your Return Authorisation email.
Unless the return is due to our error (faulty/incorrect item), return postage is the responsibility of the customer.
6. Refunds — timing and method
Once we receive and inspect your return:
- We will email you to confirm whether the return is accepted.
- If accepted, refunds will be issued to the original method of payment (card or payment provider).
- Refunds cover product value only; original shipping costs are non-refundable unless the return is due to our error or statutory rights apply.
- Please allow up to 10 working days from our confirmation for the refunded amount to appear in your account. Processing times may vary depending on your bank or payment provider.
7. Bundles, multi-buy and partial returns
If you purchased a bundle, multi-buy or promotional set and return part of that purchase, the refund will be adjusted so that the remaining retained item(s) are charged at their non-discounted price. Example: if you buy 3 items as a discounted bundle and return 2 items, the refund will reflect the retained item being charged at its regular single-item price (plus any applicable postage adjustment).
8. Order cancellation & the Consumer Contracts Regulations
Under the Consumer Contracts Regulations you may cancel most online purchases within 14 days of delivery. To cancel, email support@1stclasssupplements.com quoting your order number.
- If your order has not yet been dispatched we will cancel and refund in full.
- If your order has been dispatched you must return the goods in accordance with this policy. Return postage is normally at your cost unless otherwise agreed.
- Certain items are exempt from cancellation rights (for example personalised items, perishable goods, or sealed health protection products once unsealed).
9. Subscriptions
For subscription orders, you will receive a reminder email at least 3 days before each renewal. You can cancel future deliveries at any time via your account dashboard or by emailing support@1stclasssupplements.com. Charges already processed for fulfilled deliveries are not refundable unless the item is returned in accordance with this policy or is faulty.
10. Other important information
- Please inspect your goods immediately on receipt and contact us promptly if there is any problem.
- We reserve the right to refuse returns that do not meet this policy or which present a health and safety concern.
- We may require evidence (such as photographs) to support a return claim for damaged or incorrect items.
11. Contact us
If you have questions about returns, refunds or cancellations, contact our Customer Service team:
Email: support@1stclasssupplements.com
Last updated: 10 August 2025. This Returns & Refunds Policy forms part of our Terms & Conditions and does not affect your statutory rights under UK law.