Refund policy

Your legal right to cancel (14-day cooling-off period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To exercise this right, email us at support@nerivlabs.com within 14 days of delivery. You then have a further 14 days to return the item to us.

Important exception for opened supplements
Because our products are sealed for health and hygiene reasons, once the seal on the bottle has been broken, you lose the right to cancel under the Regulations above — unless the product is faulty or not as described. This is a standard, legally recognised exception for supplements and health products, and we tell you about it clearly before you buy.

Cancelling an order that has already shipped
Once your order has been dispatched, we're unable to intercept or cancel it while it's in transit. If you no longer want the item, you have two options: refuse the delivery (it will be returned to us, and once received we'll process your refund minus the original shipping cost), or accept delivery and then follow the standard 14-day cancellation process above. We cannot process a cancellation or refund for an order that is in transit and has not yet been delivered or returned to us.

Our Money-Back Guarantee
On top of your legal rights above, we may offer an extended money-back guarantee (for example, 30, 60 or 90 days) as part of a current promotion. The guarantee period that applies to your order is the one shown on the product page and at checkout at the time you place your order — always check there for the exact number of days currently on offer. We may change, shorten, extend, or withdraw this promotional guarantee at any time for future orders, but whatever period was shown to you when you purchased will always be honoured for your own order.

Where a guarantee applies to your order: if you've genuinely tried NerivLabs+ as directed and you're not happy with your results, contact us at support@nerivlabs.com within the guarantee period stated at your time of purchase, with your order number. We'll ask a few quick questions about how you used the product so we can help — this isn't to make it hard, it just helps us confirm the order and prevent misuse. This guarantee is limited to one redemption per customer/household, and does not cover return shipping costs.

Faulty or incorrect items
If your order arrives damaged, faulty, or different from what you ordered, contact us within a reasonable time with photos of the issue and we will offer a replacement or full refund, including reasonable return shipping — this is separate from, and in addition to, the guarantees above, under the Consumer Rights Act 2015.

How refunds are processed
Approved refunds are issued to your original payment method within 14 days of us receiving the returned item (or proof of return), or within 14 days of approving your guarantee claim.

Disputes and chargebacks
Before opening a chargeback or payment dispute with your bank or card provider, please contact us first at support@nerivlabs.com so we can resolve the issue directly — most problems can be sorted out faster this way than through a bank dispute. If a chargeback is filed without giving us the chance to help first, we reserve the right to dispute it and provide your payment provider with evidence of order fulfilment (proof of delivery, order and support correspondence, etc.). This does not affect your legal right to a refund under this policy or under the Consumer Rights Act 2015 — it simply asks that you give us a fair opportunity to put things right before escalating.