Returns & Other Policies

RETURNS & OTHER POLICIES

RETURNS & OTHER POLICIES

This policy explains your statutory rights under UK consumer law and our additional voluntary policies, including our 30-Day Money-Back Guarantee and Subscription Terms. It should be read alongside our Terms & Conditions and Privacy Policy.

STATUTORY RIGHT TO CANCEL

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days beginning the day after you receive your goods.

To exercise this right, you must notify us in writing within 14 days of delivery by emailing hello@tumble.bio. You must then return the goods within 14 days of notifying us.

You are required to take reasonable care of the goods while they are in your possession. We reserve the right to make a deduction from any refund where the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics and functioning.

Refunds under statutory cancellation rights will be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been returned. Unless the goods are faulty, return postage costs under the statutory 14-day period are your responsibility.

30-DAY MONEY-BACK GUARANTEE

In addition to your statutory rights, we offer a 30-Day Money-Back Guarantee starting from the date your order is marked as delivered.

If you are not satisfied with your purchase, you may request a refund within 30 days of delivery. To be eligible under this guarantee, you must contact us within the 30-day period, provide your order number and proof of purchase, complete any reasonable information requested by us to assess and process your claim, and return the product to us using a tracked postal service.

Refund approval under the 30-Day Money-Back Guarantee is conditional upon compliance with the above requirements. If the product is not returned, if requested information is not provided, or if the return is not sent using a tracked method, we reserve the right to decline the refund.

Opened and used products are eligible under this guarantee, provided the product is returned. This guarantee is intended to allow a fair trial of the product and must not be abused. We reserve the right to refuse a refund where we reasonably believe the policy is being misused, including excessive consumption inconsistent with normal trial use, repeated refund requests, duplicate claims, or attempts to circumvent our refund limitations.

Return postage must initially be paid by you. Upon approval of your refund, we will reimburse reasonable standard return postage costs where proof of payment is provided.

Refunds will be issued to the original payment method. Processing times may vary depending on your payment provider.

LIMITATIONS OF THE MONEY-BACK GUARANTEE

The 30-Day Money-Back Guarantee is strictly limited to one refund per customer, one refund per household, one refund per delivery address and one refund per payment method. We reserve the right to decline claims where we reasonably suspect duplicate requests, misuse of multiple identities, or attempts to circumvent this limitation.

SUBSCRIPTION TERMS

Subscriptions are managed through our third-party subscription platform, Appstle. By selecting a subscription option at checkout, you agree to recurring monthly billing.

Subscriptions renew automatically each month on the same calendar date as your original order unless cancelled prior to renewal. Payment is taken on the renewal date and orders are dispatched following successful payment processing.

There is no minimum subscription term. You may cancel at any time via your customer account before your next billing date. Cancellation requests made after a renewal payment has been successfully processed will apply to future billing cycles and will not affect orders already processed.

If a renewal payment fails, the order will not be dispatched. The system may attempt to retry payment. We reserve the right to suspend or cancel subscriptions where payment cannot be successfully collected.

The 30-Day Money-Back Guarantee applies to the first subscription delivery only. Subsequent subscription deliveries are not eligible for the Money-Back Guarantee unless the product is faulty.

DAMAGED, FAULTY OR INCORRECT ORDERS

If your order arrives damaged, faulty or incorrect, you must notify us within 48 hours of delivery confirmation.

You must provide clear photographs of the outer packaging, shipping label and the product received. Failure to provide this information within 48 hours may affect our ability to investigate with our fulfilment partner or courier.

Where a fault or fulfilment error is confirmed, we will provide a replacement or refund and cover reasonable return costs.

MISSING ITEMS

Claims for missing items must be made within 48 hours of delivery confirmation. We may investigate with our fulfilment partner and courier. Claims made outside this timeframe may not be accepted where investigation is no longer possible.

NON-DELIVERY CLAIMS

If tracking confirms delivery but you report non-receipt, we may conduct an internal investigation with the courier. We reserve the right to request additional information or a signed declaration before processing a refund. Where valid delivery confirmation is provided by the courier, refunds may be declined unless evidence of delivery error exists.

ITEMS NOT ELIGIBLE FOR REFUND

We cannot provide refunds for requests made outside the applicable time limits, goods not returned, goods lost in transit without proof of tracked return, damage caused by misuse or improper storage, subscription renewals beyond the first eligible order unless faulty, or where we reasonably suspect fraud or policy abuse.

EXPIRY DATES

Products are supplied with an appropriate remaining shelf life. We do not recommend stockpiling beyond expected usage. We are not responsible for products that expire after delivery where used within normal timeframes.

DISCOUNT CODES

Discount codes must be applied at checkout. We cannot apply, amend or refund discount codes after an order has been placed.

CANCELLATION BEFORE DISPATCH

Orders are processed promptly. While we will attempt to accommodate cancellation requests before dispatch, we cannot guarantee cancellation once an order has entered fulfilment. Orders already dispatched must be returned in accordance with this policy.

CHARGEBACKS

If a chargeback is initiated without first contacting us and allowing reasonable time for resolution, we reserve the right to dispute the chargeback and provide supporting documentation including tracking confirmation, order confirmation and this policy to the payment provider.

GENERAL

This policy does not affect your statutory rights under UK consumer law. All return and refund enquiries must be directed to hello@tumble.bio.

EFFECTIVE DATE OF RETURNS & OTHER POLICIES: 19/02/2026