REFUND POLICY

1. Introduction

1.1 This Refund Policy governs all refund requests relating to purchases made from Freshstart Pharma UK Ltd (“Freshstart Pharma”).

1.2 This Policy forms part of the Terms and Conditions and should be read alongside them.

2. Eligibility for Refunds

2.1 Due to the nature of the products supplied—many of which are temperature-sensitive, perishable, and/or contained within sealed packaging—refunds are strictly limited.

2.2 Risk transfers to the customer immediately upon delivery; Freshstart Pharma cannot assess storage conditions thereafter.

3. Non-Refundable Products

3.1 The following items are strictly non-refundable:
3.1.1 Cold-chain or temperature-sensitive products once dispatched;
3.1.2 Any product owing to sealed packaging or containment device integrity once opened;
3.1.3 Products which have been opened, tampered with, stored incorrectly or exposed to unsuitable conditions after delivery;
3.1.4 Products for which temperature excursions are suspected or confirmed.

4. Damaged or Incorrect Products

4.1 Customers must notify Freshstart Pharma of any damage or incorrect items within 24 hours of delivery, providing photographic evidence.

4.2 Failure to report within this timeframe may void eligibility.

5. Exceptional Circumstances

5.1 Refunds may be granted at Freshstart Pharma’s discretion where required by law or in exceptional circumstances.

5.2 Any such refund shall not constitute a waiver of Freshstart Pharma’s rights under this Policy.

6. Cancellation and Payment Processing Charges

6.1 Where a customer requests cancellation of an order after payment has been processed, Freshstart Pharma reserves the right to deduct any non-refundable payment processing fees incurred.

6.2 Payments made by credit card, debit card, Apple Pay, Google Pay, or any other card-based payment method may be subject to a deduction of up to 5% of the transaction value to reflect merchant processing charges, banking fees, and administrative costs.

6.3 No refund or cancellation shall be available where an order has already been fulfilled, prepared for dispatch, allocated for shipment, packed, labelled, or otherwise entered the fulfilment process.

6.4 Once an order has been dispatched, the provisions of Sections 2 and 3 of this Policy shall apply in full.

6.5 Any refund approved by Freshstart Pharma shall be made only to the original payment method used for the purchase.

7. How to Request a Refund

7.1 Requests should be submitted to: refunds@freshstartpharma.co.uk.

7.2 Customers must include order reference, description of issue and evidence.

8. Governing Law

8.1 This Policy is governed by the laws of England & Wales.