Refund Policy

Straightforward Returns

Refund Policy

We want you to feel confident ordering from CoreOptimise®. This policy explains change-of-mind returns, cancellations, damaged orders and how eligible refunds are handled.

Last updated: 12 August 2026
30 daysUnopened-return promise

For eligible website purchases in their original sealed condition.

14 daysStatutory cancellation notice

Tell us within 14 days of receiving an eligible online order.

Here to helpDamaged or incorrect order?

Contact us promptly and we’ll review the appropriate resolution.

This Refund Policy applies to goods purchased directly from www.coreoptimise.co.uk. It forms part of our Terms & Conditions.

Our 30-day unopened-return promise is offered in addition to your statutory rights. Nothing in this policy limits your rights where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

1. Who this policy applies to

This policy applies to consumers who buy products directly from CoreOptimise Ltd through our website. Separate processes may apply to purchases made through Amazon, TikTok Shop or another third-party retailer or marketplace.

Returns must normally be requested by the person who placed the order, and we may ask for reasonable proof of purchase.

2. Our 30-day unopened-return promise

In addition to your statutory rights, you may request a change-of-mind return within 30 days of delivery for an eligible product purchased directly from our website.

To qualify under this additional promise, the product must be:

  • unopened, unused and fully sealed;
  • in its original packaging;
  • in a condition suitable for resale; and
  • returned in accordance with the instructions we provide.

You must contact us within the 30-day period before sending anything back. This voluntary promise does not replace or reduce the separate legal rights explained below.

3. Your legal right to cancel an online order

If you are a UK consumer purchasing online, you generally have the right to cancel an eligible order without giving a reason from the time the contract is formed until 14 days after the day you receive the goods.

You must clearly tell us that you wish to cancel within that period. After notifying us, you must return the goods within a further 14 days.

Where one order is delivered in separate consignments on different days, the cancellation period will generally run from the day after you receive the final item covered by that order.

You do not have to use special wording to cancel. An unambiguous email or message identifying you, the order and your decision to cancel is sufficient.

4. Opened supplements and sealed goods

Food supplements are sealed for product integrity, health protection and hygiene. Your change-of-mind cancellation right may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.

For that reason, we cannot normally accept opened or unsealed supplement pouches as change-of-mind returns.

This exception does not apply simply because a product is faulty. If a product is damaged, defective, incorrect, misdescribed or otherwise not in conformity with the contract, contact us under section 8 below.

5. How to start a return

01

Contact our team

Email contactteam@coreoptimise.co.uk or use our contact page before returning the item.

02

Provide the order details

Include your full name, order number, the product concerned and whether you are cancelling, requesting a 30-day unopened return or reporting a problem.

03

Wait for return instructions

We will confirm the appropriate return address and any relevant instructions. Do not send a return to our business address unless we specifically direct you to do so.

04

Package and send securely

Protect the product from damage and obtain proof of postage. You remain responsible for the return until it reaches the specified address, except where the law provides otherwise.

6. Return postage and delivery-cost refunds

Change-of-mind returns

Unless we agree otherwise, you are responsible for the direct cost of returning a change-of-mind item to us. We recommend using an appropriately tracked service and retaining proof of postage.

For a valid statutory cancellation, we will refund any outbound delivery charge you paid up to the cost of our least expensive standard delivery option. If you selected a more expensive or enhanced service, the additional amount is not normally refundable.

For a return made only under our additional 30-day promise after the statutory cancellation period has ended, original delivery charges are not normally refunded.

Faulty, damaged or incorrect goods

Where goods are faulty, damaged, incorrect or misdescribed and a return is required, we will meet reasonable return costs or provide an appropriate return method where legally required. Please contact us before arranging the return.

7. Inspection and refund timing

When your return arrives, we will inspect it and contact you if we need any additional information.

For a valid statutory cancellation, we will issue the refund to the original payment method within 14 days of receiving the goods back or receiving acceptable evidence that you sent them back, whichever is earlier. We may withhold the refund until one of those events occurs.

For a return under our additional 30-day promise, we aim to approve and process an eligible refund promptly after inspection.

Once processed by us, your bank, card issuer or payment provider may take additional time to display the funds in your account. We cannot normally send a refund to a different payment method.

We may make a lawful deduction where the value of returned goods has been reduced by handling beyond what would reasonably be permitted when examining them.

8. Faulty, damaged, incorrect or misdescribed goods

We are under a legal duty to supply goods that are as described, of satisfactory quality and fit for any purpose made known to us where required by law.

If an order arrives damaged, contains the wrong product, appears defective or does not match its description, contact us as soon as reasonably possible. Prompt notice helps us investigate courier or packing issues, but it does not remove any statutory rights you may have.

Please provide:

  • your name and order number;
  • a clear description of the problem;
  • photographs of the product, packaging and shipping label where relevant; and
  • the batch number and best-before date where the concern relates to the product itself.

Depending on the circumstances and your legal rights, the appropriate remedy may be a refund, replacement, repair or price reduction.

9. Exchanges and replacements

We do not currently offer direct change-of-mind exchanges. If an unopened product qualifies for return, you can return it for an eligible refund and place a new order separately.

If an item is damaged, defective, incorrect or misdescribed, we may offer or provide a replacement where appropriate and with your agreement. Your statutory remedies are not limited by this section.

10. Amazon, TikTok Shop and other marketplace orders

If you purchased through Amazon, TikTok Shop or another third-party retailer or marketplace, start the return through the account and order process used for that purchase. The marketplace may process the payment and return under its own applicable policy.

We are still happy to help with product questions, but we may be unable to issue a direct refund for a payment collected by another platform.

11. Late or missing refunds

If we have confirmed that a refund was processed but it is not yet showing:

  1. check the original payment account again;
  2. contact your card issuer, bank or payment provider, as posting times vary; and
  3. if the expected processing period has passed, email us with your order number so we can check the refund status.

Please never send full card details or sensitive banking information by email.

12. Optional cancellation wording

You may copy the wording below into an email if you wish to cancel an eligible online order. Using it is optional.

To: CoreOptimise Ltd — contactteam@coreoptimise.co.uk

I give notice that I wish to cancel my contract for the following goods:

Product(s): [insert product names]

Order number: [insert order number]

Ordered/received on: [insert date]

Name: [insert full name]

Address: [insert address]

Date: [insert date]

13. Contact details

For return, refund or order enquiries:

Important: Our business address is not necessarily the returns-processing address. Contact us and wait for return instructions before sending a parcel.
Need Return Support?

Talk to our team.

Send us your order number and a short explanation of what you need help with, and we’ll guide you through the correct next step.

Start a Return Enquiry