Refund policy

Returns & Refunds Policy

Last updated: 17 February 2026

1) Overview

At The Postbiotic Company, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a straightforward returns and refunds process.

This policy explains your rights and our procedures for returns and refunds. Please read it carefully before contacting us about a return.

2) Return eligibility and timeframe

2.1) 30-day return window

You may return products within 30 days of delivery for a refund, provided the conditions below are met.

The 30-day period starts on the date the product is delivered to you (not the date you ordered it).

2.2) Condition of products

To be eligible for return and refund, products must meet ALL of the following conditions:

Unused and unopened: The product must be in its original, sealed packaging and completely unused.
Not started: Once a product has been opened or started to be used in any way, it cannot be returned.
Original packaging: All original packaging, documentation, and contents must be included with the return.
Undamaged: The product must not be damaged (except where damage is due to a manufacturing fault).

2.3) Non-returnable items

The following items cannot be returned:

Products that have been opened, unsealed, or partially used.
Products outside the 30-day return window.
Products damaged due to customer handling or misuse.
Damaged packaging that suggests tampering or contamination (for health and safety reasons).

3) How to request a return

3.1) Contact us

To start a return, email us at hello@thepostbioticcompany.co.uk with:

Your order number
Reason for return
Photos of the product and packaging (if applicable)

3.2) Return authorisation

We will review your return request and confirm eligibility within 3-5 business days.

If approved, we will provide you with a return address and instructions.

3.3) Returning the product

Once approved for return:

Package the product securely in its original packaging.
Include all original documentation.
Send the return to the address we provide.
Important: Keep proof of postage and tracking details. We are not responsible for lost or damaged returns in transit.

4) Restocking fee

4.1) £3 restocking fee

A £3 restocking fee will be deducted from your refund to cover the cost of processing and restocking the returned product.

For example:

Product price: £39.00
Restocking fee: -£3.00
Refund amount: £36.00

This fee applies to all approved returns of unopened, unused products.

5) Return shipping costs

5.1) Return shipping responsibility

Return shipping costs are your responsibility unless the return is due to:

A manufacturing fault or defect;
Our error (e.g., wrong item sent, damaged in our packaging); or
A damaged product upon delivery.

In these cases, we will arrange a prepaid returns label or refund your return shipping costs.

6) Damaged or faulty products

6.1) How to report damage or faults

If you receive a damaged or faulty product, email us immediately at hello@thepostbioticcompany.co.uk with:

Your order number
Clear photos or video showing the damage or fault
A description of the issue
Proof of delivery (if available)

6.2) Damage assessment process

We will review your claim and determine the cause of the damage:

Manufacturing fault: If damage is due to a fault in manufacture, we will provide a full refund or replacement at no cost to you (including return shipping).
Shipping damage: If damage occurred during transit but is not due to our packaging, we will work with the delivery partner to resolve the issue.
Customer handling: If damage is due to customer handling or misuse after delivery, we may not be able to offer a refund. We will assess each case individually.

6.3) Replacement or refund

Once we have assessed the damage:

Replacement: We will send a replacement product at no cost to you (including return shipping).
Refund: We will issue a full refund (including return shipping costs) and arrange a prepaid returns label for the damaged product.

7) Refund processing

7.1) Timeline

Once we receive and inspect your returned product, refunds will be processed within 14 days.

This includes:

Verification that the product meets return conditions;
Deduction of the £3 restocking fee (where applicable);
Processing and authorising the refund.

7.2) Refund method

Refunds are issued to your original payment method (the card or payment account used for the original purchase).

Depending on your bank or payment provider, it may take a further 3-5 business days for the funds to appear in your account.

7.3) Return shipping costs

If we have agreed to cover return shipping, we will either:

Refund your return shipping costs once we have received and assessed the returned product; or
Provide a prepaid returns label to reduce your costs upfront.

8) Refusal of return

We may refuse a return or refund if:

The product has been opened, unsealed, or partially used.
The product is outside the 30-day return window.
The product packaging has been tampered with or shows signs of contamination.
The damage is due to customer handling or misuse.
We do not receive all original packaging and documentation.
The return request is clearly fraudulent or abusive.

If we refuse a return, we will explain our reasons in writing.

9) Exchanges

If you would like to exchange a product for a different size, flavour, or variant (rather than return it for a refund), please contact us at hello@thepostbioticcompany.co.uk.

We will do our best to facilitate an exchange, subject to availability. If the new product is more expensive, you may be asked to pay the difference. If it is less expensive, we will refund the difference.

10) No returns on subscription orders

If you have purchased a subscription or multi-pack, the return policy applies to individual items within that order. However, subscription orders are generally non-refundable once confirmed. Please contact us if you have questions about your specific subscription.

11) How to contact us

If you have any questions about this Returns & Refunds Policy, or if you would like to request a return, please contact us:

Email: hello@thepostbioticcompany.co.uk
Address: 521-525 Battersea Park Road, London, SW11 3BN, United Kingdom
Company number: 16543857

We aim to respond to all enquiries within 5 business days.

12) Changes to this policy

We may update this Returns & Refunds Policy from time to time. We will post the latest version on our website and update the "Last updated" date above.

Your continued use of our website or purchase of products after changes are posted constitutes your acceptance of the updated policy. If you do not agree with any changes, please contact us.

13) Consumer rights

This Returns & Refunds Policy does not affect your statutory consumer rights under UK or EU law. Depending on your location, you may have additional rights beyond this policy (for example, the right to reject faulty goods within a reasonable time).

If you are a consumer in the UK or EU/EEA and have a complaint, you can also contact your local trading standards authority or consumer protection agency.

N.B. This Returns & Refunds Policy has been designed to be fair to both customers and The Postbiotic Company. It complies with UK Consumer Rights Act 2015 and EU Consumer Rights Directive 2011/83/EU. It should be reviewed by a qualified legal professional before final publication to ensure compliance with current UK and EU regulations.