Refund policy

Last updated: 06/03/2025

Returns, Refunds & Cancellations

We keep things simple by design, and that includes how we handle returns and refunds. Because Regimen packs are food supplements taken daily and packed in monthly dispensers, there are important health and hygiene rules we have to follow.

This policy sets out when we can (and can’t) accept returns, and how your legal rights work alongside that. Nothing in this policy affects your statutory rights under UK or EU law.

1. Who we are & how to contact us

If you have any questions about returns, refunds or cancellations, you can reach us at:

2. Our general returns position for supplements

Because our products are food supplements that are sealed for health and hygiene reasons, we cannot accept returns of any Regimen dispenser or individual packs once the seal has been opened, except where required by law (for example, if the product is faulty).

All Regimen orders are shipped as monthly dispensers containing your daily packs. Once a dispenser or any individual pack has been opened, we can’t safely resell it – so it is treated as non-returnable.

We also do not offer change-of-mind returns as an additional goodwill policy beyond your legal rights (set out below).

3. If your order is damaged, faulty or incorrect

Please inspect your delivery as soon as your Regimen dispenser arrives.

Contact us as soon as reasonably possible (ideally within 7 days of delivery) at support@regimen.shop if:

  • Your dispenser or packs arrive damaged
  • You receive the wrong product or the wrong number of packs
  • Something appears to be missing from your order

Include in your email:

  • Your order number
  • A brief description of the issue
  • Clear photos of the outer packaging and the affected dispenser/packs

Once we’ve assessed the issue, we’ll let you know the outcome. Where appropriate and in line with your legal rights, we will:

  • Replace the affected dispenser or packs, or
  • Offer a refund to your original payment method

If we ask you to return any items to us, we will provide a pre-paid return label and instructions. Please do not send anything back without contacting us first, items returned without prior authorisation may not be processed.

4. Items we cannot accept back

In addition to the points above, we do not accept returns of:

  • Any opened Regimen dispenser
  • Any opened or partially used packs
  • Individual packs removed from their original monthly dispenser
  • Gift cards
  • Any items where returns are not required or permitted by applicable law

For sale or promotional items:

  • We do not offer extra goodwill returns on sale items beyond your statutory rights. If a sale item is faulty, damaged or mis-described, your legal rights still apply.

5. Cancellation of Orders (Sealed Supplement Goods)

Because Regimen delivers sealed food supplement dispensers, once your monthly order has been packed and sealed, it cannot be cancelled, except where required by law (e.g., the product arrives damaged or faulty). This is due to health and hygiene regulations that prevent us from accepting returns of opened or unsealed nutritional products.

We’ll always aim to give you visibility of when your next order is being prepared, but:

  • If your dispenser has already been packed and sealed, the order is final
  • If your order has not yet entered packing, we will do our best to cancel it upon request

To request a cancellation before packing begins, email cancellations@regimen.shop as soon as possible with your order number.

Your statutory rights regarding faulty, damaged or mis-described goods still apply.

6. Managing Your Rolling Regimen Subscription

Regimen runs on a monthly rolling subscription designed to be simple and flexible.

You are free to:

  • Pause
  • Skip a month
  • Change products
  • Cancel your subscription entirely

…whenever you like, as long as changes are made before we begin preparing and seal your next month’s dispenser.

6.1 Change / cancellation deadline

To ensure we can honour your request before your next renewal, any subscription updates must be made:

At least 3 business days before your next billing date.

Changes made after this cut-off will take effect from the following month, because your next dispenser will already be moving into preparation.

You can manage your subscription at any time through your Regimen account or by emailing support@regimen.shop.

7. Refunds

Once we have either agreed that a refund is due without a return (for example, for certain damaged or missing items),

we will:

  1. Process the claim.
  2. Email you to confirm whether your refund has been approved or declined.

If approved:

  • We will issue a refund to your original payment method.
  • We aim to process refunds within 10 business days of confirming approval.
  • Your bank or card provider may take additional time to show the funds in your account.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at support@regimen.shop with your order details and refund confirmation email.

8. Exchanges

We don’t operate a formal exchange system. If we agree that a replacement is appropriate (for example, for a damaged or incorrect dispenser), we will usually:

  • Send a replacement dispenser, or
  • Issue a refund, and ask you to place a new order for any different product you’d like instead.

9. Jurisdiction & statutory rights

This policy is intended to be read in line with applicable consumer protection laws, including UK and EU consumer law where relevant. 

  • If you are a UK or EU consumer, you may have additional rights that cannot be excluded by contract.
  • If there is any conflict between this policy and your statutory rights, your statutory rights will take precedence.

If anything here isn’t clear, or you’re not sure how this applies to your order or subscription, email us at support@regimen.shop and we’ll help you work it through, simply and transparently, as always.