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Updated On:
9 September 2026
Returns Policy
Two different things get called "returns", and they work differently. Changing your mind is one. Something being wrong with what we sent is the other.
This page covers both, and it's specific about which is which — because your rights are different in each case, and it matters.
1. The short version
Unopened pouch, within 14 days of delivery — send it back for a full refund. You cover the return postage.
Pouch that's been torn open — we can't take it back. Food supplements are sealed for hygiene reasons, and the law allows us to refuse a return once that seal is broken.
Faulty, damaged, or not what you ordered — that's on us. Full refund or replacement, and we cover the cost. Different rules, better outcome, no time pressure in the first 30 days.
Want to stop your subscription? That's not a return. Cancel it in your account, at any time.
The rest of this page is the detail behind those four lines.
2. Changing your mind
You have a legal right to change your mind about an online order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You have 14 days from the day you receive your order to tell us you're cancelling. You don't need a reason and you don't need to justify it. Telling us is the step that matters — you then have another 14 days to actually get the goods back to us.
This applies to every order, including each subscription renewal order, not just your first one.
There's one exception, and for what we sell it's a significant one. Clause 3 explains it.
3. What we can and can't take back
We can accept: a pouch that hasn't been torn open, sent back within the timescales in clause 2.
We can't accept: a pouch that's been torn open. The zip inside keeps the gummies fresh once you've started, but the tear itself is permanent — so there's never any question about whether a pouch has been opened.
The reason is in the regulations themselves. The law lets a seller refuse a return of sealed goods that aren't suitable for return for health protection or hygiene reasons, once they've been unsealed after delivery. That's regulation 28(3)(b), and it exists precisely for things like food, medicines and supplements.
We're not applying it to be difficult. Once a food product has left our control and been opened, we have no way of knowing how it's been stored or handled, and we're not going to resell it or send it to somebody else. It goes in the bin. So a refund on an opened pouch would mean giving you the money and destroying the product, and that isn't something we can absorb on a £25 item.
If the pouch is open because something was wrong with it, that's clause 7, and the answer there is different.
4. How to return something
Step one — tell us. Email hello@levulo.co.uk with your order number and say you're cancelling. Or fill in the form in clause 11, which just makes sure you don't leave anything out. Either is fine, and either one stops the clock.
Step two — we'll confirm. We'll reply within one working day with the return address and anything else you need.
Step three — send it back. Within 14 days of telling us. Details in clause 5.
You can also just send it back without emailing first, as long as it arrives inside the window and there's something in the parcel telling us who you are and what your order number was. Emailing first is easier for both of us.
5. Sending it back to us
Return address:
Levulo Labs Ltd, Elmwood House, York Road, Kirk Hammerton, York, YO26 8DH
You pay the return postage on a change-of-mind return. We don't provide a prepaid label. A pouch is small and light, so this shouldn't be expensive, but it's your cost rather than ours.
Use a tracked service and keep your proof of postage. Until the parcel reaches us, it's your responsibility — that's how the regulations work, not a rule we've invented. Proof of postage also means we can refund you sooner (see clause 6).
Please pack it so it survives the journey. A pouch that arrives crushed or split isn't in a condition we can refund in full.
6. Your refund
We refund within 14 days of either receiving the goods back, or you giving us proof that you've posted them — whichever happens first.
Refunds go back to the payment method you originally used. We can't refund to a different card or account.
What you get back is what you paid for the product. Delivery was free, so there's no delivery charge to return to you.
What might be deducted. If the goods come back damaged or in a condition we can't resell because of how they've been handled, we can reduce the refund to reflect that. In practice this is rare — an unopened pouch either arrives intact or it doesn't.
7. If something's faulty, damaged or wrong
This is a different right, under the Consumer Rights Act 2015, and it's more generous than clause 2. Nothing in the rest of this page limits it.
What we send you has to be of satisfactory quality, fit for purpose, and as described. If it isn't:
Within 30 days of delivery — you can reject it and get a full refund.
After 30 days — we'll replace it. If that isn't possible or doesn't fix it, you get a refund.
Whether the pouch is open doesn't matter here. The hygiene exception in clause 3 applies to changing your mind. It doesn't apply to a product that was faulty, and we won't use it to refuse you.
We cover the cost. We won't ask you to post a faulty pouch back at your own expense, and in most cases we won't ask for it back at all.
Email hello@levulo.co.uk with your order number and a photo. That's all the evidence we'll ask for.
8. Best before dates
Every pouch is a 30-day supply, and we send stock with a best before date well beyond that — you should never receive a pouch you can't finish comfortably inside its date.
If you do receive one with a short date, that's a quality problem rather than a change of mind, and clause 7 applies. Email us and we'll replace it.
9. Subscription orders
Cancelling a subscription and returning an order are two different things.
To stop future orders, cancel in your account. It's free, it takes seconds, you don't need a reason, and you don't need to speak to anyone. Cancel at least 24 hours before your renewal date and the next order won't be placed at all. That's the cleanest way to avoid an unwanted pouch, and it's better than returning one.
If an order has already been placed and dispatched, cancelling the subscription doesn't recall it. But you still have the 14-day right in clause 2 on that order, on the same terms as any other — as long as the pouch hasn't been torn open.
Full subscription terms are in clause 7 of our Terms & Conditions.
10. Orders bought with a discount
If you paid a discounted price — the £19 introductory subscription price, or an order with a code applied — we refund what you actually paid, not the full list price.
If you return your first subscription order and later subscribe again, your subscription starts at the standard price. The introductory price is available once.
11. Cancellation form
You don't have to use this form. An email saying you're cancelling works just as well. It's here because the regulations require us to make it
available, and because it means you won't forget anything.
Copy it into an email to hello@levulo.co.uk, or print and post it to the address in clause 5
To: Levulo Labs Ltd, Elmwood House, York Road, Kirk Hammerton, York, YO26 8DH — hello@levulo.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if sending this on paper):
12. If you're unhappy with our answer
Tell us first. Email hello@levulo.co.uk and give us a chance to sort it out — we'll acknowledge it within two working days.
If we can't resolve it, we're not currently a member of an alternative dispute resolution scheme, so we can't refer your complaint on to one. You can get free, independent advice on your rights from the Citizens Advice consumer service on 0808 223 1133, and you keep the right to take the matter to court.
Updated On:
9 September 2026
Returns Policy
Two different things get called "returns", and they work differently. Changing your mind is one. Something being wrong with what we sent is the other.
This page covers both, and it's specific about which is which — because your rights are different in each case, and it matters.
1. The short version
Unopened pouch, within 14 days of delivery — send it back for a full refund. You cover the return postage.
Pouch that's been torn open — we can't take it back. Food supplements are sealed for hygiene reasons, and the law allows us to refuse a return once that seal is broken.
Faulty, damaged, or not what you ordered — that's on us. Full refund or replacement, and we cover the cost. Different rules, better outcome, no time pressure in the first 30 days.
Want to stop your subscription? That's not a return. Cancel it in your account, at any time.
The rest of this page is the detail behind those four lines.
2. Changing your mind
You have a legal right to change your mind about an online order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You have 14 days from the day you receive your order to tell us you're cancelling. You don't need a reason and you don't need to justify it. Telling us is the step that matters — you then have another 14 days to actually get the goods back to us.
This applies to every order, including each subscription renewal order, not just your first one.
There's one exception, and for what we sell it's a significant one. Clause 3 explains it.
3. What we can and can't take back
We can accept: a pouch that hasn't been torn open, sent back within the timescales in clause 2.
We can't accept: a pouch that's been torn open. The zip inside keeps the gummies fresh once you've started, but the tear itself is permanent — so there's never any question about whether a pouch has been opened.
The reason is in the regulations themselves. The law lets a seller refuse a return of sealed goods that aren't suitable for return for health protection or hygiene reasons, once they've been unsealed after delivery. That's regulation 28(3)(b), and it exists precisely for things like food, medicines and supplements.
We're not applying it to be difficult. Once a food product has left our control and been opened, we have no way of knowing how it's been stored or handled, and we're not going to resell it or send it to somebody else. It goes in the bin. So a refund on an opened pouch would mean giving you the money and destroying the product, and that isn't something we can absorb on a £25 item.
If the pouch is open because something was wrong with it, that's clause 7, and the answer there is different.
4. How to return something
Step one — tell us. Email hello@levulo.co.uk with your order number and say you're cancelling. Or fill in the form in clause 11, which just makes sure you don't leave anything out. Either is fine, and either one stops the clock.
Step two — we'll confirm. We'll reply within one working day with the return address and anything else you need.
Step three — send it back. Within 14 days of telling us. Details in clause 5.
You can also just send it back without emailing first, as long as it arrives inside the window and there's something in the parcel telling us who you are and what your order number was. Emailing first is easier for both of us.
5. Sending it back to us
Return address:
Levulo Labs Ltd, Elmwood House, York Road, Kirk Hammerton, York, YO26 8DH
You pay the return postage on a change-of-mind return. We don't provide a prepaid label. A pouch is small and light, so this shouldn't be expensive, but it's your cost rather than ours.
Use a tracked service and keep your proof of postage. Until the parcel reaches us, it's your responsibility — that's how the regulations work, not a rule we've invented. Proof of postage also means we can refund you sooner (see clause 6).
Please pack it so it survives the journey. A pouch that arrives crushed or split isn't in a condition we can refund in full.
6. Your refund
We refund within 14 days of either receiving the goods back, or you giving us proof that you've posted them — whichever happens first.
Refunds go back to the payment method you originally used. We can't refund to a different card or account.
What you get back is what you paid for the product. Delivery was free, so there's no delivery charge to return to you.
What might be deducted. If the goods come back damaged or in a condition we can't resell because of how they've been handled, we can reduce the refund to reflect that. In practice this is rare — an unopened pouch either arrives intact or it doesn't.
7. If something's faulty, damaged or wrong
This is a different right, under the Consumer Rights Act 2015, and it's more generous than clause 2. Nothing in the rest of this page limits it.
What we send you has to be of satisfactory quality, fit for purpose, and as described. If it isn't:
Within 30 days of delivery — you can reject it and get a full refund.
After 30 days — we'll replace it. If that isn't possible or doesn't fix it, you get a refund.
Whether the pouch is open doesn't matter here. The hygiene exception in clause 3 applies to changing your mind. It doesn't apply to a product that was faulty, and we won't use it to refuse you.
We cover the cost. We won't ask you to post a faulty pouch back at your own expense, and in most cases we won't ask for it back at all.
Email hello@levulo.co.uk with your order number and a photo. That's all the evidence we'll ask for.
8. Best before dates
Every pouch is a 30-day supply, and we send stock with a best before date well beyond that — you should never receive a pouch you can't finish comfortably inside its date.
If you do receive one with a short date, that's a quality problem rather than a change of mind, and clause 7 applies. Email us and we'll replace it.
9. Subscription orders
Cancelling a subscription and returning an order are two different things.
To stop future orders, cancel in your account. It's free, it takes seconds, you don't need a reason, and you don't need to speak to anyone. Cancel at least 24 hours before your renewal date and the next order won't be placed at all. That's the cleanest way to avoid an unwanted pouch, and it's better than returning one.
If an order has already been placed and dispatched, cancelling the subscription doesn't recall it. But you still have the 14-day right in clause 2 on that order, on the same terms as any other — as long as the pouch hasn't been torn open.
Full subscription terms are in clause 7 of our Terms & Conditions.
10. Orders bought with a discount
If you paid a discounted price — the £19 introductory subscription price, or an order with a code applied — we refund what you actually paid, not the full list price.
If you return your first subscription order and later subscribe again, your subscription starts at the standard price. The introductory price is available once.
11. Cancellation form
You don't have to use this form. An email saying you're cancelling works just as well. It's here because the regulations require us to make it
available, and because it means you won't forget anything.
Copy it into an email to hello@levulo.co.uk, or print and post it to the address in clause 5
To: Levulo Labs Ltd, Elmwood House, York Road, Kirk Hammerton, York, YO26 8DH — hello@levulo.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if sending this on paper):
12. If you're unhappy with our answer
Tell us first. Email hello@levulo.co.uk and give us a chance to sort it out — we'll acknowledge it within two working days.
If we can't resolve it, we're not currently a member of an alternative dispute resolution scheme, so we can't refer your complaint on to one. You can get free, independent advice on your rights from the Citizens Advice consumer service on 0808 223 1133, and you keep the right to take the matter to court.