Last updated: 27 August 2025

This policy applies to nutrition products purchased directly from thefarmclub.co.uk (“The Farm Club”, “we”, “us”). If you purchased via a marketplace (e.g. TikTok Shop), please follow that platform’s returns process.

1) Change-of-mind cancellations (distance purchases)

• You have 14 days from the day you receive your order to tell us you’d like to cancel for any reason.
• Email support@thefarmclub.co.uk with your order number to start a return. We’ll reply with the return instructions and address.
• Once approved, you then have 14 days to send the item(s) back.
• Items must be unused, unopened, with all seals and original packaging intact and in a resaleable condition. For health/hygiene reasons, we cannot accept opened or unsealed nutrition products.
• You are responsible for return postage costs. Please use a tracked service and pack items securely; you are responsible until they reach us.

Refunds for change-of-mind:
When you cancel within the cooling-off period and return eligible goods, we will refund the product price plus the standard outbound delivery cost (if you paid for an upgraded delivery, the upgrade isn’t refundable). Refunds are issued within 14 days of the earlier of (a) us receiving the goods back, or (b) you providing evidence of return.

2) What can’t be returned

• Any opened, unsealed, or partially used nutrition products.
• Products returned more than 14 days after return approval (unless faulty—see section 4).
• Items without original packaging or not in a resaleable condition (change-of-mind returns only).
• Perishable items with short shelf life/expiry where applicable, if stated on the product page.

3) Orders not received

Most UK orders arrive within a few days. If your tracking shows no movement or you believe your parcel is missing:

• UK orders: please contact us 3 working days after dispatch if not received.
• International orders: please contact us 7 working days after dispatch if not received.
  Email support@thefarmclub.co.uk with your order number so we can investigate and, where applicable, raise a carrier claim. We may need you to confirm delivery details and check safe places/with neighbours and your local delivery office.

Important: Parcels not delivered due to an incorrect or incomplete address provided by the customer, repeated failed delivery attempts, or not collected from a pickup point may be returned to us. In these cases, we can either reship (additional postage applies) or refund less outbound postage, any carrier return charges, and a £5 admin fee.

4) Damaged, faulty or incorrect items

We take this seriously and will put it right.

Damaged in transit:

If your parcel arrives visibly damaged, you may refuse delivery. If you accept delivery and find damage or leakage:

• Contact us within 48 hours of delivery at support@thefarmclub.co.uk so we can meet carrier claim timelines.
• Please include: order number, photos of the outer box, shipping label, inner packaging, and damaged item(s).
• Keep all packaging and items until we confirm next steps. We may arrange a prepaid return or collect evidence for the carrier.

Faulty products / quality issues:

If you believe a product is faulty or not as described:

• Email support@thefarmclub.co.uk with your order number, description of the issue, photos, and the batch/lot number and best-before date (found on the pack).
• Please tell us how the product was stored and approximately how much remains.

Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of delivery for a full refund. After 30 days, we’ll offer a repair or replacement, and if that’s not possible, a refund. (This does not affect your statutory rights.)

Underweight/quantity concerns: We can only investigate “underfilled” claims where the pouch/bottle is unopened and sealed. If in doubt, weigh the item before opening and contact us immediately.

5) How to return

1. Email support@thefarmclub.co.uk to obtain return approval.
2. For change-of-mind returns: use a tracked service and keep your proof of postage.
3. For damaged/faulty items: we’ll advise whether a prepaid label, collection, or evidence submission is required.

Please do not send returns without authorisation, as this may delay processing.

6) Refunds — method & timing

• Refunds are issued to your original payment method only.
• We process eligible refunds promptly; bank processing can take 3–10 working days to appear on your statement.
• If you haven’t received your refund after our confirmation, please check with your bank/card issuer.

7) Exchanges

For speed, we typically refund and invite you to place a new order. If you prefer an exchange for the same item, let us know and we’ll confirm availability.

8) Contact

Questions or help with a return?
Email: support@thefarmclub.co.uk
Address for returns: Provided after authorisation (this ensures your parcel goes to the correct warehouse).

Summary of your rights:

• 14-day cooling-off window for distance purchases (unopened nutrition only).
• 30-day right to reject faulty goods for a full refund.
• We’ll refund standard outbound delivery on valid cooling-off returns; you cover return postage (unless faulty/damaged).
• Opened nutrition products can’t be returned unless there’s a quality or safety issue.