Returns, Refunds & Cancellations Policy

1. Business supply

Woodlands Biohack Limited supplies business customers. The consumer cooling-off and change-of-mind cancellation rights under the Consumer Contracts Regulations do not apply to business purchases, so there is no automatic right to cancel or return a correctly supplied order.

Nothing in this policy removes any right that cannot lawfully be excluded, including your rights where goods are genuinely defective or not as described.

2. Cancelling before dispatch

Contact us as soon as possible. If the order has not been accepted or handed to our fulfilment partner or carrier, we will normally cancel it and refund the full amount to the original payment method.

Once an order has entered fulfilment or been dispatched, cancellation may no longer be possible.

3. Inspect on delivery

Please inspect your delivery promptly, ideally on the day it arrives. Report any damage, shortage or incorrect item within 24 hours of delivery where reasonably possible, and in any case without undue delay. Late reports make investigation harder and may limit what we can do, but genuine defects remain covered as the law requires.

4. Damaged, defective, incorrect or missing goods

Email admin@woodlandsbiohack.com with:

• your order number;
• photos of the outer parcel, packaging, labels and products;
• the batch or lot identifier, where shown; and
• a short description of the problem.

Keep the packaging and do not use or open an incorrectly supplied product while we investigate. Once the problem is confirmed, we will offer a replacement, a refund of the affected items, or another resolution you agree to.

5. Returns need authorisation

Do not send anything back without our written authorisation and return instructions. Unauthorised returns may be refused, and we cannot be responsible for parcels sent without instructions.

6. Goods that cannot normally be returned

Subject always to applicable law and genuine defects, we do not normally accept returns of products that:

• have been opened, used, reconstituted or had seals broken;
• show signs of tampering, or have had batch identifiers removed or altered;
• are temperature-sensitive and whose storage since delivery cannot be confirmed; or
• are otherwise unsuitable for resale.

Any discretionary return of correctly supplied goods is at our choice, and products must be unopened, unused, undamaged and in original packaging.

7. How refunds are paid

Approved refunds go back to the original payment method: card refunds through Teya and pay-by-bank refunds by bank transfer. Store credit is only given instead of a refund if you ask for it. Bank and card processing times are outside our control.

If only part of an order is affected, we refund the affected items.

8. Delivery and return shipping costs

Where we supplied the wrong item or the goods were damaged or defective, we cover reasonable return costs under our instructions and refund any delivery charge relating to the affected items where appropriate.

For cancellations or authorised discretionary returns of correctly supplied goods, you pay the return shipping cost and the original delivery charge is not normally refunded.

9. Returned-to-sender and incorrect addresses

If a parcel comes back to us or our fulfilment partner because the address was incorrect or incomplete, or it was not collected, we will contact you. We can re-send it once a further delivery charge is paid, or refund the goods less the original and any return delivery costs.

10. Chargebacks and payment disputes

Please contact us first so we can resolve any problem quickly. If a chargeback or payment dispute is raised, we will provide evidence to the payment provider, may pause further orders on the account while it is resolved, and will not issue a separate refund for the same amount.

11. Offers, discounted orders, gift cards and store credit

Refunds are based on the price you actually paid after any discount. A one-use discount code used on a refunded order is not normally reissued.

Free or promotional items supplied with an order may need to be returned or deducted if the qualifying order is cancelled or refunded.

Where an order was paid with a gift card or store credit, that part is refunded as credit. Gift cards and store credit cannot be exchanged for cash unless expressly stated. See our Promotions, Gift Cards, Referrals & Ambassador Terms.

12. International returns

Where we have delivered outside the UK, returns follow the same rules. Customs fees, duties and taxes paid on the original import are not refundable by us, and any return must be arranged with our instructions.