Returns and Refunds Policy

This article summarises how returns and refunds work for orders placed directly through blubrain.co.uk. The full policy is at blubrain.co.uk/refund-returns. Nothing here reduces your statutory rights under UK consumer law.

If you bought Blu Brain from Amazon, eBay or another marketplace, that platform's returns process applies instead.

Your 14-day right to cancel

Because you are buying online, you can cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013.

To cancel, raise a ticket within that 14-day window. We will confirm the returns address and 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.

Sealed goods

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. We can only accept a cancellation return where the bottle is unopened, the seal is intact, 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 replacement or a refund.

Contact us as soon as you can after delivery, ideally within 14 days. A photo of the item or packaging helps us resolve it quickly. Where an item is faulty, we cover the cost of return.

Refunds

Once we receive a returned item and confirm it meets the conditions above, we process your refund within 5 business days, to the original payment method.

For cancellation returns, the original delivery charge is refunded 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.

Returns address

We confirm the returns address when you raise a ticket. Please do not send returns to our registered office address — it is a mail-handling service and cannot receive parcels.

Proof of purchase

Keep your order confirmation. We may need it to process a return or refund.

To start a return or report a damaged order, raise a ticket.