Refunds & Returns.
We want returns to be clear and straightforward. This policy explains when you can cancel an order, return an unopened product, request a refund, and what to do if something arrives damaged, faulty or incorrect.
Changed your mind?
For most eligible online purchases, tell us within 14 days of receiving your order if you wish to cancel.
Opened supplements?
For health and hygiene reasons, certain sealed products may not qualify for change-of-mind returns once their seal has been broken.
Something wrong?
If an item is faulty, damaged, incorrect or not as described, contact us. Your statutory consumer rights remain unaffected.
Refund & Return Policy overview
This policy applies to products purchased directly from MeerBay through our website.
It explains our process for change-of-mind cancellations, returns, refunds and products that arrive faulty, damaged, incorrect or otherwise do not meet the legal standards that apply.
If you change your mind
For most eligible products purchased online, consumers have a legal right to cancel without giving a reason.
If this cancellation right applies to your purchase, please tell MeerBay that you wish to cancel within 14 days after receiving the goods.
After notifying us, you generally have a further 14 days to return the goods. UK government guidance confirms these general timeframes for online purchases. :contentReference[oaicite:1]{index=1}
The cancellation period normally begins when the relevant goods are received.
Email us clearly stating that you wish to cancel the eligible purchase.
After notifying us, send the eligible goods back within the applicable return period.
Supplements, sealed products and health protection
MeerBay sells ingestible supplements, vitamins, collagen products and other wellness goods.
Certain sealed goods that are not suitable for return due to health protection or hygiene reasons may be excluded from the standard cancellation right once they become unsealed after delivery. This exception appears in regulation 28 of the Consumer Contracts Regulations. :contentReference[oaicite:2]{index=2}
If you simply change your mind, do not break the manufacturer's seal, tamper-evident packaging or other protective packaging until you are sure you wish to keep the product.
Opening a product does not remove your rights where the product itself is faulty, damaged, misdescribed or otherwise does not meet your statutory rights.
How to request a return
Before sending anything back, please contact MeerBay at:
Please include:
- your full name;
- your MeerBay order number;
- the product you wish to return;
- whether the product is unopened and sealed;
- the reason for contacting us, if relevant; and
- photos where the item is damaged, incorrect or faulty and photographs can help us understand the issue.
Our team can then provide the appropriate return instructions.
Condition of returned products
For change-of-mind returns, products should be returned in a condition consistent with the rights that apply to online purchases.
Where relevant, please keep:
- the product unused;
- manufacturer seals intact;
- tamper-evident packaging intact;
- the original packaging;
- labels and product information attached or included; and
- the product protected appropriately while in transit.
Consumers may inspect goods as reasonably necessary to establish their nature, characteristics and functioning, but a refund can potentially be reduced where goods have been handled beyond what would reasonably be permitted in a shop and their value has diminished. UK government guidance also recognises deductions for used or damaged returned goods in appropriate circumstances. :contentReference[oaicite:3]{index=3}
Who pays for return postage?
Change-of-mind returns
Where you return an eligible product simply because you changed your mind, the customer may be responsible for the direct cost of returning the goods, subject to the information provided to you before purchase and the rights that apply.
Faulty, damaged or incorrect goods
Where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet your legal rights, different rules can apply. Please contact us before returning the item so we can provide appropriate instructions.
We recommend retaining proof of postage whenever you return goods.
Refunds
Once a return is received and checked, we will process any refund due in accordance with the circumstances of the return and applicable law.
For a valid online cancellation, government guidance says traders must generally refund the customer within 14 days of receiving the returned goods. :contentReference[oaicite:4]{index=4}
Refunds will normally be made to the original payment method unless another arrangement is required or agreed.
After MeerBay processes a refund, your bank or payment provider may require additional processing time before the funds appear in your account.
Original delivery charges
Where an eligible online order is cancelled under the statutory cancellation right, the refundable amount can include the cost of the standard delivery option.
If you chose a more expensive delivery method than our standard delivery option, we are generally not required to refund the additional premium delivery cost. UK government guidance confirms this distinction. :contentReference[oaicite:5]{index=5}
Faulty or misdescribed goods
Your change-of-mind rights are separate from your rights where goods are faulty, not as described or not fit for purpose.
UK consumer law requires goods to meet legal standards, and government guidance states that a full refund must be offered where an item is faulty, not as described or does not do what it is supposed to do in circumstances where that remedy applies. :contentReference[oaicite:6]{index=6}
The Consumer Rights Act also provides a short-term right to reject qualifying faulty goods, generally within 30 days. :contentReference[oaicite:7]{index=7}
If you believe a product is faulty, contact:
Please include your order number and useful details about the problem.
Damaged, missing or incorrect products
If your parcel arrives damaged, contains the wrong item, or an item appears to be missing, please contact us as soon as reasonably possible.
Provide:
- your order number;
- details of what you received;
- details of what is wrong; and
- clear photographs of the product and packaging where relevant.
Please retain the product and packaging while we review the issue, unless we tell you otherwise.
Cancelling before dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at sales@meerbay.com.
Where possible, we may be able to stop the order before dispatch. If the order has already entered fulfilment or has been dispatched, you may need to follow the normal cancellation and return process instead.
Sale and promotional items
Products purchased during a sale, discount or promotion do not lose applicable statutory consumer rights merely because they were sold at a reduced price.
UK government guidance confirms that sale items have the same legal refund rights as full-price products where the relevant statutory conditions are met. :contentReference[oaicite:8]{index=8}
Exchanges
We may not always be able to offer a direct exchange, particularly where stock changes quickly.
Where appropriate, the simplest solution may be to process the relevant return or refund and allow you to place a new order for the replacement product.
This does not affect any statutory entitlement you may have to a repair, replacement, refund or other remedy for faulty goods.
Contact MeerBay about a return
If you need to request a return, report a faulty item or ask a question about this policy, contact:
MeerBay Customer Support
sales@meerbay.com
Need help with a return?
Send us your order number and a short explanation of what happened. For damaged or incorrect goods, attaching clear photos can help us review the issue faster.