Returns Policy

REFUNDS AND CANCELLATION POLICY

Last updated: 15 September 2026

This policy applies to purchases made through www.pureclinica.com and its subdomains (the "Website").

1. Who You Are Buying From

The seller of record depends on your delivery location:

Your delivery location Seller of record
United Kingdom Pureclinica EU OÜ
European Union Pureclinica EU OÜ
Rest of world Kinetic Forward LLC

The applicable seller is confirmed at checkout and in your order confirmation. The seller of record is responsible for approving returns, processing refunds, and meeting your statutory rights.

Pureclinica EU OÜ
Tartu mnt 67/1-13b, Kesklinna linnaosa
Tallinn 10115, Harju maakond, Estonia
Estonian registry code: 16444667
UK VAT number: GB 491 2793 64

You can reach us by email at sales@pureclinica.com, by telephone on 020 8133 6050 (+44 20 8133 6050 from outside the UK), or through our contact form at https://uk.pureclinica.com/pages/contact-us.

2. Your Statutory Right to Cancel

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel most distance purchases without giving a reason.

How long you have. You have 14 days from the day you receive your goods to tell us you are cancelling. If your order arrives in several deliveries, the 14 days run from the day you receive the last item.

How to cancel. Tell us by any clear statement — email, telephone, or our contact form. You can use the cancellation form at the end of this policy, but you do not have to. You do not need a return authorisation number to exercise this right.

Returning the goods. Send the goods back within 14 days of telling us you are cancelling. You pay the cost of return postage.

Your refund. We refund the price you paid, plus the standard outbound delivery charge for your order. If you chose a more expensive delivery option, we refund the standard rate rather than the upgraded one. We issue the refund within 14 days of receiving the goods back, or within 14 days of you supplying proof that you have sent them, whichever is earlier.

Deductions. We may reduce your refund if you have handled the goods more than was necessary to check their nature and characteristics.

Exceptions. The statutory right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery. Most of our supplements and cosmetics fall into this category once the seal is broken. Our voluntary 60-day policy in section 3 may still apply.

3. Our Voluntary 60-Day Return Policy

Separately from, and in addition to, your statutory rights, we accept returns for 60 days from the date of purchase. If more than 60 days have passed, we cannot offer a refund or exchange under this voluntary policy.

Returns under this policy are handled through our Return Material Authorisation (RMA) procedure:

  • Contact us to request an RMA number before sending anything back. Unauthorised returns may be sent back to you at your own expense.
  • Send your return within 60 days of the RMA being issued. After that we may cancel the RMA on written notice.
  • You may cancel an RMA before shipping by telling us in writing.
  • We process returns within 2 business days of receipt.
  • Unless the return is due to our error, you pay return postage.

This voluntary policy does not affect your statutory rights under section 2 or section 4.

4. Faulty, Damaged, or Incorrect Items

If an item is faulty, damaged, or not what you ordered, you have rights under the Consumer Rights Act 2015 in the UK, or equivalent consumer law in the EU.

  • Tell us within 30 days of delivery and you can reject the item for a full refund.
  • After 30 days, we will repair or replace the item, and if that is not possible or does not resolve the problem, you may be entitled to a refund.
  • We pay the return postage for faulty, damaged, or incorrect items.

Do not consume a product you believe to be faulty. Contact us instead.

5. Cancelling an Order Before Dispatch

You can cancel at any time before dispatch by contacting us with your name, address, and order number. If you cancel part of an order, postage and packaging is recalculated on the value of the items you keep.

6. How We Refund You

Refunds are issued to the original payment method — the card or account used for the order. We do not refund to a different card or account.

7. Complaints

If you are unhappy with how we have handled a return or refund, email sales@pureclinica.com with your order number and we will respond within 5 business days. If we cannot resolve your complaint, UK consumers may seek advice from Citizens Advice, and EU consumers may contact their national consumer protection body.

8. Model Cancellation Form

You may use this form to cancel under section 2, but you are not required to.

To: Pureclinica EU OÜ, Tartu mnt 67/1-13b, Kesklinna linnaosa, Tallinn 10115, Estonia. Email: sales@pureclinica.com

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on:

Name of consumer:

Address of consumer:

Order number:

Signature (only if this form is sent on paper):

Date: