Returns & Other Policies
We have created products that are aimed to help you to look after your gut, and it is so important to us that as our customer, you receive the best experience with us possible. Part of our commitment is to be a responsible business. With this in mind, we aim to reduce our carbon footprint by removing paper invoices in your orders. Therefore, please make sure to check all the terms for our Returns below before sending your order back to us.
Problem with your order:
Should any issues arise with your order upon receipt, kindly reach out to our Customer Care Team within 48 hours of your order showing as ‘delivered’ on the tracking from the courier. This allows us sufficient time to investigate and resolve the matter for you. Please note that we cannot guarantee that late requests will be accommodated. Please ensure to take clear photos of the issue and do not throw away any contents of your order before providing these images to our team to investigate further. Without providing all information they will not be able to resolve this for you.
Missing Items:
If your order arrives to you with missing items upon delivery, you must make our Customer Care Team aware of this within 48 hours of receiving your order. If this is not complied with, our team would be unable to investigate this further and are eligible to not send out any of the missing items.
Expiration Dates:
Please note that all products are sold within a minimum of 90 days of their best before end (BBE) date, however if this is shorter we will disclose this on the product page before you purchase. We expect customers to start using the products immediately on receipt to ensure they are consuming them within the BBE date. Therefore, we do not suggest that you ‘stock pile’ as we can’t guarantee the expiration dates will keep you covered for as long as you plan to stock pile. You are not eligible to request a replacement or refund if we have disclaimed this information of a shorter expiration date on site before purchasing or if the products you have last within the time we expect you to have used them by and all are in date.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received these item(s). We will also inform you of the approval or rejection of your refund depending on how these are returned.
If you are approved, then we will refund you back on the payment method you used when originally placing the order with us which can take between 7-10 working days of the refund being confirmed by the team. Please note we are not responsible for the returning of your items and if these get lost in transit, we cannot refund you for the items, this is why we recommend putting any returns on a trackable service.
Please note if there is a problem with your order you must provide an image of the packaging your parcel came in, the label found on the box and the products you received. Without this information our warehouse team/ couriers are unable to look into this for you and offer you a refund or replacement.
Kindly be advised that upon the return of your order to our warehouse, our team will promptly assess the situation and determine an appropriate solution, whether it be a refund or a replacement. This process will be completed within 14 days of receiving the returned items, aligning with the guidelines outlined in the Consumer Act 2015.
Refunds on shipping fee
If you have paid shipping on your order, please note we will not refund you for your shipping costs, we will only do this in the instance where the fault has occurred with either ourselves or the courier. For example, we cannot refund your shipping in cases where you have decided you no longer want your order and this has already been shipped out by us or you have missed the delivery as it is your responsibility to check this throughout the delivery. The refund for the shipping would only be included in your refund total if the error is ours.
We cannot refund any item if:
It is not in its original condition, is damaged or missing parts for reasons not due to our error.
It is returned more than 30 days after delivery. This does not apply if there has been delays in this coming back to us, as long as we can see on the tracking information the return was issued before the time given.
Any items you return back to us you do so at your own accord. If they become lost in transit and never reach our Returns department we hold no responsibility for them.
Any orders received by our Returns department which do not include a note outlining your name, order number, reason for return and product name and quantity being returned, as we will not know this is your return.
Late or Missing Refunds (if applicable):
If you haven’t received a refund within 7-10 working days of the team confirming this, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@epetome.com.
Returned/Missed my order:
Please be aware that in the chance that we need to arrange a replacement of a product or your whole order being sent back out to you, we will charge you the shipping costs for the redelivery of your order to be resent if you have missed your delivery as you are the one responsible for checking your tracking. However, if we can see this is our error, no additional charges will be requested for this to be resent.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item please ensure to make our team aware by sending us an email to support@epetome.com.
Changed your mind about your order?
If you have decided that you no longer wish to receive your order or this was done by mistake and this has not yet been received, we advise you to refuse the order upon delivery to avoid return fees for yourself. Additionally, you can contact support@epetome.com and our support team will aim to cancel this for you. However, please be aware that once your order is placed there is a very short period from the order being received by the warehouse and being shipped out to you, so the sooner you make us aware of your change of mind the better, so our team can try to cancel this for you before dispatch. If your order is sent and we have not been able to cancel this for you before dispatch and then you return this, we would not refund you for your shipping costs as the order was still sent. Epetōme cannot guarantee that once an order has been placed we will be able to cancel it before dispatch.
Discount codes
After placing your order, note that Epetōme cannot be held responsible for applying discount codes. If you encounter any issues while applying a code during the ordering process, please reach out to our team for assistance. However, please avoid contacting the team after placing your order, as we cannot apply the code to an existing order.
Returning order back to us:
UK returns address -
Epetōme Ltd, Unit 3 Wellesbourne Dist. Park, Wellesbourne, Warwick CV35 9JY
Please note Epetōme does not provide returns labels. It is your responsibility when returning a product back to us to arrange the shipment of this. We always recommend to put this on a trackable service so that in the circumstance this becomes lost in transit during your product return, you can claim the loss back with the courier. Please include a note for us in your return outlining your name, order number, reason for return, product name and quantity being returned, so our Returns team know who the return is from on the rare occasion the return slip does go missing. Please return within a maximum of 30 days and we will be happy to give you a full refund or replacement. We can’t guarantee that we will receive your returned item. If we do not, then it is your own responsibility to investigate this with the shipping service and if not received, we would be unable to refund you, as mentioned in section ‘We cannot refund any item if’.
*Please note that we do not cover any returns costs (unless this being our error). For further information, read our full Terms.
Money Back Guarantee
We have complete faith in the excellence of our products and are confident that you will be thoroughly satisfied with your products. However, we recognise that there may be instances where you do not achieve the desired results. That’s why we provide our exceptional 90-day money-back guarantee, provided you have followed our recommended 90-day product usage regimen. So, no need to be concerned, simply reach out to us via email at support@epetome.com and we will handle everything for you. For any Trial Pack and 3-month subscription orders will promptly initiate a refund for the entire purchase amount, which will be expeditiously credited back to your original payment method. Your contentment is our highest priority, and we are committed to ensuring your happiness as a customer.
If you originally purchased a 6-month subscription order, in order to be refunded the entire purchase amount, you will need to send the second box unopened and in a resalable condition to our Returns address at your own cost. The same Returns policy and terms apply as stated above (please take special note of the ‘We cannot refund any item if’ section). In the instance you fail to return the second box in a resalable condition, we will instead initiate a refund for 50% of the original purchase amount.
UK returns address -
Epetōme Ltd, Unit 3 Wellesbourne Dist. Park, Wellesbourne, Warwick CV35 9JY
For further queries and support, please feel free to reach out to our dedicated team at support@epetome.com, who will be more than happy to assist you further.
Problem with your order:
Should any issues arise with your order upon receipt, kindly reach out to our Customer Care Team within 48 hours of your order showing as ‘delivered’ on the tracking from the courier. This allows us sufficient time to investigate and resolve the matter for you. Please note that we cannot guarantee that late requests will be accommodated. Please ensure to take clear photos of the issue and do not throw away any contents of your order before providing these images to our team to investigate further. Without providing all information they will not be able to resolve this for you.
Missing Items:
If your order arrives to you with missing items upon delivery, you must make our Customer Care Team aware of this within 48 hours of receiving your order. If this is not complied with, our team would be unable to investigate this further and are eligible to not send out any of the missing items.
Expiration Dates:
Please note that all products are sold within a minimum of 90 days of their best before end (BBE) date, however if this is shorter we will disclose this on the product page before you purchase. We expect customers to start using the products immediately on receipt to ensure they are consuming them within the BBE date. Therefore, we do not suggest that you ‘stock pile’ as we can’t guarantee the expiration dates will keep you covered for as long as you plan to stock pile. You are not eligible to request a replacement or refund if we have disclaimed this information of a shorter expiration date on site before purchasing or if the products you have last within the time we expect you to have used them by and all are in date.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received these item(s). We will also inform you of the approval or rejection of your refund depending on how these are returned.
If you are approved, then we will refund you back on the payment method you used when originally placing the order with us which can take between 7-10 working days of the refund being confirmed by the team. Please note we are not responsible for the returning of your items and if these get lost in transit, we cannot refund you for the items, this is why we recommend putting any returns on a trackable service.
Please note if there is a problem with your order you must provide an image of the packaging your parcel came in, the label found on the box and the products you received. Without this information our warehouse team/ couriers are unable to look into this for you and offer you a refund or replacement.
Kindly be advised that upon the return of your order to our warehouse, our team will promptly assess the situation and determine an appropriate solution, whether it be a refund or a replacement. This process will be completed within 14 days of receiving the returned items, aligning with the guidelines outlined in the Consumer Act 2015.
Refunds on shipping fee
If you have paid shipping on your order, please note we will not refund you for your shipping costs, we will only do this in the instance where the fault has occurred with either ourselves or the courier. For example, we cannot refund your shipping in cases where you have decided you no longer want your order and this has already been shipped out by us or you have missed the delivery as it is your responsibility to check this throughout the delivery. The refund for the shipping would only be included in your refund total if the error is ours.
We cannot refund any item if:
It is not in its original condition, is damaged or missing parts for reasons not due to our error.
It is returned more than 30 days after delivery. This does not apply if there has been delays in this coming back to us, as long as we can see on the tracking information the return was issued before the time given.
Any items you return back to us you do so at your own accord. If they become lost in transit and never reach our Returns department we hold no responsibility for them.
Any orders received by our Returns department which do not include a note outlining your name, order number, reason for return and product name and quantity being returned, as we will not know this is your return.
Late or Missing Refunds (if applicable):
If you haven’t received a refund within 7-10 working days of the team confirming this, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@epetome.com.
Returned/Missed my order:
Please be aware that in the chance that we need to arrange a replacement of a product or your whole order being sent back out to you, we will charge you the shipping costs for the redelivery of your order to be resent if you have missed your delivery as you are the one responsible for checking your tracking. However, if we can see this is our error, no additional charges will be requested for this to be resent.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item please ensure to make our team aware by sending us an email to support@epetome.com.
Changed your mind about your order?
If you have decided that you no longer wish to receive your order or this was done by mistake and this has not yet been received, we advise you to refuse the order upon delivery to avoid return fees for yourself. Additionally, you can contact support@epetome.com and our support team will aim to cancel this for you. However, please be aware that once your order is placed there is a very short period from the order being received by the warehouse and being shipped out to you, so the sooner you make us aware of your change of mind the better, so our team can try to cancel this for you before dispatch. If your order is sent and we have not been able to cancel this for you before dispatch and then you return this, we would not refund you for your shipping costs as the order was still sent. Epetōme cannot guarantee that once an order has been placed we will be able to cancel it before dispatch.
Discount codes
After placing your order, note that Epetōme cannot be held responsible for applying discount codes. If you encounter any issues while applying a code during the ordering process, please reach out to our team for assistance. However, please avoid contacting the team after placing your order, as we cannot apply the code to an existing order.
Returning order back to us:
UK returns address -
Epetōme Ltd, Unit 3 Wellesbourne Dist. Park, Wellesbourne, Warwick CV35 9JY
Please note Epetōme does not provide returns labels. It is your responsibility when returning a product back to us to arrange the shipment of this. We always recommend to put this on a trackable service so that in the circumstance this becomes lost in transit during your product return, you can claim the loss back with the courier. Please include a note for us in your return outlining your name, order number, reason for return, product name and quantity being returned, so our Returns team know who the return is from on the rare occasion the return slip does go missing. Please return within a maximum of 30 days and we will be happy to give you a full refund or replacement. We can’t guarantee that we will receive your returned item. If we do not, then it is your own responsibility to investigate this with the shipping service and if not received, we would be unable to refund you, as mentioned in section ‘We cannot refund any item if’.
*Please note that we do not cover any returns costs (unless this being our error). For further information, read our full Terms.
Money Back Guarantee
We have complete faith in the excellence of our products and are confident that you will be thoroughly satisfied with your products. However, we recognise that there may be instances where you do not achieve the desired results. That’s why we provide our exceptional 90-day money-back guarantee, provided you have followed our recommended 90-day product usage regimen. So, no need to be concerned, simply reach out to us via email at support@epetome.com and we will handle everything for you. For any Trial Pack and 3-month subscription orders will promptly initiate a refund for the entire purchase amount, which will be expeditiously credited back to your original payment method. Your contentment is our highest priority, and we are committed to ensuring your happiness as a customer.
If you originally purchased a 6-month subscription order, in order to be refunded the entire purchase amount, you will need to send the second box unopened and in a resalable condition to our Returns address at your own cost. The same Returns policy and terms apply as stated above (please take special note of the ‘We cannot refund any item if’ section). In the instance you fail to return the second box in a resalable condition, we will instead initiate a refund for 50% of the original purchase amount.
UK returns address -
Epetōme Ltd, Unit 3 Wellesbourne Dist. Park, Wellesbourne, Warwick CV35 9JY
For further queries and support, please feel free to reach out to our dedicated team at support@epetome.com, who will be more than happy to assist you further.
