Overview
Our refund and returns policy for supplements and food items lasts 30 days. If 30 days have gone by since your purchase, we can’t offer you a full refund or exchange.
Eligibility
To be eligible for a return, the supplement or food item must be unused and in the same condition that you received it. It must also be in the original packaging. Ensure you check the ‘best before’ date, as we cannot accept returns for products that have expired.
Exemptions
Several types of items are exempt from being returned, including:
- Perishable goods such as food and flowers
- Gift cards
- Downloadable software products
- Health and personal care items
Return Policy for International Orders
If you are ordering supplements or food items from outside the UK, please verify your country’s import regulations before making a purchase. If the product is returned to XBrain due to customs restrictions, we will refund only the cost of the product. Refunds will be processed once the returned item is back in stock at XBrain. Shipping costs are non-refundable.
Note: Initial shipping charges are non-refundable. Shipping fees for returns are the responsibility of the customer.
Proof of Purchase
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Partial Refunds
Partial refunds are granted under the following circumstances:
- Any item that is returned more than 30 days after delivery
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original payment method within a certain number of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank as there is often some processing time before a refund is posted. If you’ve done all this and still haven’t received your refund, please contact us at {email address}.
Sale Items
Only regular-priced items may be refunded; sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
Shipping Returns
To return your product, you should mail your product marked with your order number to:
XBRAIN LTD C/O,
PICK & PACK EXPRESS LTD,
COALVILLE BUSINESS PARK UNIT 14,
JACKSON STREET, COALVILLE,
LEICESTERSHIRE, UK.
LE67 3NR.
You will be responsible for covering your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Need Help?
For questions related to refunds and returns, please contact us at sales@xbrain.co.uk.