Refund & Returns Policy

Last updated: 22 July 2026 · Bramble Cross Nutrition Ltd · Company No. / VAT 14782933 · GB478293314

Summary: You have the right to return your order within 14 calendar days of delivery for any reason. Full refund on return of the goods. No questions asked within this period.

1. Your Legal Right to Cancel

As a consumer purchasing goods from us via distance selling (online or telephone order), you have the right to cancel your order and return the goods within 14 calendar days from the date you receive them, without giving any reason. This right is provided under:

  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK)
  • EU Directive 2011/83/EU on Consumer Rights (applicable across the EU)

This 14-day period begins on the day after you, or a person nominated by you, receives the goods.

2. How to Cancel and Return

To exercise your right to cancel, you must notify us within the 14-day withdrawal period by contacting us using one of the following methods:

Your cancellation notice must include your name, address, order details and a clear statement that you wish to cancel. You may use the model cancellation form provided in Section 8 of this policy, but this is not required.

Once you have notified us of your cancellation, you must return the goods to us without undue delay and in any event within 14 calendar days of your cancellation notice. You are responsible for the cost of return postage unless the goods are faulty or not as described.

3. Condition of Returned Goods

Goods should be returned in their original condition and packaging wherever possible. We may reduce the refund if the goods have been handled beyond what is necessary to inspect them (i.e. beyond what you could do in a shop).

For hygiene reasons, we cannot accept returns of opened sachets or products where the tamper-evident seal has been broken, unless the goods are faulty.

4. Refund Process

Once we receive your returned goods and verify their condition, we will process your refund within 14 calendar days of:

  • The day we receive the returned goods; or
  • The day you provide evidence of having sent the goods back (whichever is earlier)

Refunds will be made using the same payment method used for the original purchase, unless you have expressly agreed otherwise. For cash-on-delivery orders, we will refund by bank transfer to the account details you provide.

The refund will include the full purchase price. Standard delivery costs (if any were charged) will also be refunded. We do not refund the cost of return postage unless the return is due to our error or a faulty product.

5. Faulty or Incorrect Goods

If you receive goods that are faulty, damaged in transit, or do not match the description on our website, you are entitled to a full refund or replacement at no cost to you, including return postage costs. In this case, please contact us within a reasonable time of discovering the fault:

Your rights in relation to faulty goods are provided under the Consumer Rights Act 2015 and are in addition to your cancellation rights above.

6. Exceptions to the Right of Return

The 14-day cancellation right does not apply to:

  • Goods that are clearly personalised or made to your specification
  • Sealed goods that are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery - this applies to individual sachets once opened

Please note: the box itself and any unopened sachets retain the full return right within the 14-day period.

7. Complaints

If you are unhappy with how we have handled your return or refund request, please contact us at info@shouldersforceec.world. We aim to resolve all complaints within 5 working days.

If we are unable to resolve your complaint to your satisfaction, you may seek independent dispute resolution through a certified Alternative Dispute Resolution (ADR) body, or refer the matter to the UK courts under applicable consumer protection legislation.

8. Model Cancellation Form

You may (but are not required to) use this form to cancel your order. Complete and return it to us by email or post:

To: Bramble Cross Nutrition Ltd, 12 Holborn Viaduct, London EC1A 2BN / returns@shouldersforceec.world

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

9. Contact

For all returns and refund enquiries:

Bramble Cross Nutrition Ltd
12 Holborn Viaduct, London EC1A 2BN, United Kingdom
Email: returns@shouldersforceec.world