Cancellation & Refund Policy

1. Cancelling an order

You can cancel an order yourself from My Orders at any point before it is dispatched, within 24 hours of placing it. Choose the order and select Cancel this order.

Once a parcel has been handed to the courier it can no longer be cancelled online. Write to us at care@metabulix.com and we will help — if the parcel has not travelled far we can often recall it.

Where you have already paid, cancellation starts a full refund automatically, including any delivery charge.

2. Returns

Because we sell nutritional and wellness products that are consumed, we can only accept returns in specific circumstances. You may return an item within 7 days of delivery if:

• it arrived damaged, leaking or broken;
• the seal was already broken when it reached you;
• we sent the wrong product, the wrong variant or the wrong quantity;
• it is past, or close to, its expiry date on arrival;
• it is unopened, unused and still in its original sealed packaging.

We cannot accept a return of an opened or partly used product that is not faulty. This is a food-safety requirement, not a commercial preference: once a seal is broken we cannot verify how a consumable has been stored, and we will not resell it.

3. How to start a return

• Email care@metabulix.com within 7 days of delivery, quoting your order number.
• Send photographs of the product and of the outer packaging. For damage or a wrong item this is what lets us resolve it immediately, usually without needing the item back.
• We confirm by email whether to return the item, and arrange a pickup where one is needed.
• Once the return is approved — or the photographs are sufficient — your refund or replacement is issued.

Where the return is our error, we pay the return shipping. Where an item is returned unopened simply because it is no longer wanted, the original delivery charge is not refunded.

4. Refunds

• Refunds go back to the original payment method. We cannot redirect a refund to a different card or account.
• Once we approve a refund it is issued to the payment gateway the same working day. The money typically reaches your account in 5–7 working days, depending on your bank. Card refunds can take a full billing cycle to appear.
• For a cash-on-delivery order, we collect your bank details to make the refund by transfer, as there is no card to credit.
• Where only part of an order is returned, we refund that part and any delivery charge attributable to it.
• Coupon discounts are not refunded as cash. If a returned item was bought with a single-use coupon, we restore the coupon rather than refund the discount.

5. Replacements

For a damaged, expired or incorrect item, a replacement is usually faster than a refund and we will offer it first. If the product is out of stock, or you would rather have your money back, say so and we will refund instead.

6. Consultations and programmes

• A consultation cancelled with at least 24 hours notice is refunded in full or rescheduled, whichever you prefer.
• A consultation cancelled with less than 24 hours notice, or missed without notice, is not refundable — the slot was held and cannot be re-offered.
• Programme fees are refundable on a pro-rata basis for the unused portion, less any consultation already delivered and any supplements already dispatched.
• If we cancel or cannot deliver a session, you are refunded in full regardless of notice.

7. Orders we cancel

If we cancel an order — because stock ran out, the address is not serviceable, or a payment could not be verified — you are refunded in full, including delivery. We will always tell you why.

8. If something goes wrong

If a refund has not reached you within 10 working days of our confirming it, write to care@metabulix.com with your order number and we will trace it with the gateway. We would rather hear from you than have you wait.