Returns Policy


Changed Your Mind? Here is Everything You Need to Know

This returns policy applies to UK consumer orders only. Unfortunately, returns are not currently accepted for international orders. However, if you've ordered from outside the UK and need help, please contact us for personalised support.

If you're a business customer, please refer to our Terms of Sale for Businesses (B2B).

How to Cancel or Return Your Order

We want you to be happy with your purchase. If you are not completely satisfied for any reason, you may return your item for a full refund or exchange under our 14-day no-quibble refund policy. The easiest way to cancel or organise a return is to get in touch as soon as possible: 

Email:  enquiries@pure-ingenious.com

Call: +441268 544530.

Please include your name, address, order number, and contact details.

You can also download our Ingenious Probiotics Returns Form to help organise your return more easily.

The Small Print

Please read this policy alongside our full Terms of Sale for Consumers (B2C), particularly Parts 16 and 19.

1. Cancelling and Ending the Contract if You Change Your Mind

Under the Consumer Contracts Regulations 2013, you have the legal right to change your mind within 14 calendar days for any reason. This “cooling-off period” begins once your order is complete and we send your Order Confirmation, and ends as follows:

  1. If your order is delivered in one go, the cooling-off period ends 14 calendar days after the day you (or your nominated recipient) receive the goods.

  2. If your order arrives in separate parts, the cooling-off period ends 14 calendar days after the final item is received.

To cancel, please email or call us within the cooling-off period using the contact details above. Your cancellation is effective from the day you send it. Cancellations sent before 23:59:59 on the final day of the cooling-off period are considered valid.

If your order has already been dispatched by the time you cancel, you’ll need to either:

  1. Return the item to us after it arrives (we’ll confirm the return address and process), or

  2. Refuse delivery, so the parcel is returned to us automatically.

In both cases, we will issue your refund in line with the terms set out in Section 2 once we receive the item or confirmation of its return.

Please note that your right to cancel may not apply if:

  • The goods are sealed for health or hygiene reasons and have been unsealed after delivery.
  • Probiotic goods have been mis-stored (e.g. exposed to heat) and are no longer effective.
  • The goods have been personalised or custom-made for you.
  • The goods have been inseparably mixed with other items after delivery.

2. Refunds

Refunds will be issued using the same payment method used at checkout. You will be refunded the price you paid for the goods and for delivery, subject to the conditions below:

  1. We may reduce your refund if the returned goods show signs of handling beyond what would be acceptable in a shop. If we refund before inspecting the goods and later find they’ve been misused, we may deduct an appropriate amount.

  2. Standard delivery costs (i.e. our lowest delivery option) will be refunded. Premium shipping upgrades are not refundable.

  3. Returned items must be securely packaged. Goods that are damaged in return transit or are not resaleable due to poor packaging may not be refunded.

Refunds will be processed within 14 calendar days of one of the following:

  1. Receiving the returned item;

  2. Receiving proof of return shipment;

  3. If we arranged collection, the date you notified us of cancellation;

  4. If your order hasn’t been confirmed or dispatched, the date you told us you wish to cancel.

3. How to Return Your Item

 Please note that we do not currently offer free returns unless the product is faulty or incorrect.

  1. Once your return has been authorised, we will confirm the appropriate return address.
  2. Please package the item carefully and return it using a tracked service.

  3. Always retain proof of postage until your refund has been confirmed.

If you need help at any stage, please get in touch for assistance.

Last reviewed: 12th August June 2025.