Returns

If something is not right with your order, we will put it right. Most of the time you will not need to send anything back to us at all.

Starting a return
Log in to your account, go to My THC > Orders, find the order and click Return Item(s). Tell us which items are affected, why, and whether you would prefer a refund or a replacement. For anything that arrived damaged, wrongly picked or short-dated, please add a photograph - it is usually all we need to resolve it on the spot.

You will get a confirmation email straight away telling you exactly what happens next. In most cases that will be a refund or a replacement with nothing to post back. Where we do need the item returned, the email will include your returns number and the address to send it to.

If you have changed your mind
You have 14 days from the day after your order arrives to let us know you want to cancel, and a further 14 days to return the goods. We will refund the price you paid together with the standard delivery charge, if one was applied.

Because we sell food supplements, there is one important limit on this. Supplements are sealed for your safety and cannot be resold once that seal is broken, so the right to cancel does not apply to any item that has been opened or unsealed. This is a standard exception under the Consumer Contracts Regulations 2013 and it applies to every supplement we sell. If the item is still sealed and unopened, you are covered in full.

For change-of-mind returns you cover the cost of return postage. We recommend a tracked service and keeping your proof of postage until the refund reaches you.

If something is wrong with your order
If an item arrives damaged, short-dated, wrongly picked, or not matching how we described it, that is on us. Tell us within 30 days and you can have a full refund or a replacement, whichever you prefer, and we cover the cost of return postage. Send a photograph through the returns form and we will tell you what we need - often we can resolve it there and then without asking you to post anything back.

Where we do need an item returned, post it by a tracked service, send us the receipt through your support ticket, and we will reimburse the postage up to £4.50 alongside your refund.

If a product did not agree with you
Please tell us. Select "It did not agree with me" on the returns form and, if you can, include the batch number printed on the pack. We log every report of this kind and check it against the batch records. We will refund you in full and there is no need to return the product. If your symptoms persist, please speak to your GP or pharmacist.

Subscriptions
Before returning a subscription order, it is worth checking whether the issue can be solved from your account instead - you can pause, skip a delivery, change the frequency or cancel outright at any time. If you do return a subscription order because you have changed your mind, return postage is at your cost.

Where to send returns
You can send your returns to the following address:

Unit 22 Brough Park Trading Estate
Brough Park Way
Newcastle-upon-Tyne, NE6 2YF

Please write your returns number clearly on the outside of the parcel. Without it we cannot match your return to your order, which will delay your refund.

Refund timing
Where no return is needed, we refund within 14 days of approving your request and usually within five working days. Where we have asked for the item back, we refund within 14 days of it reaching us or of receiving your proof of postage, whichever comes first. Refunds go back to the original payment method.

Incorrect delivery addresses
If a parcel comes back to us because the delivery address was incomplete or incorrect, we will contact you before re-posting and confirm the cost of sending it out again.

Anything else
None of the above affects your statutory rights. If the form, the email or anything else is not working as it should, contact our support team and we will sort it out.