Returns & Refund Policy

At SHIFT Hydration, we want you to be completely satisfied with your purchase. If you're not happy with your order, this policy explains your rights and how to return products purchased from our website.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise this right, please contact us by email before returning your order.

Return Eligibility

To be eligible for a return, products must be:

  • Unopened
  • Unused
  • In their original packaging
  • In a resaleable condition
  • Returned within 14 days of notifying us

For hygiene and food safety reasons, we cannot accept returns of opened food supplements unless they are faulty or incorrectly supplied.

How to Return an Item

To request a return, please contact us with:

  • Your full name
  • Order number
  • Reason for the return

We will provide instructions on how and where to return your item.

Unless the item is faulty or incorrect, customers are responsible for the cost of returning goods.

We recommend using a tracked postal service, as we cannot accept responsibility for returns lost in transit.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 14 days of receiving the returned goods or receiving proof that the goods have been returned, whichever is earlier.

Original delivery charges will be refunded where required by law. Any enhanced delivery services (such as express delivery) are non-refundable.

Faulty, Damaged or Incorrect Items

If you receive a product that is:

  • Faulty
  • Damaged during delivery
  • Incorrect

please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging where applicable

Where appropriate, we will offer:

  • A replacement
  • A full refund
  • An exchange

This does not affect your statutory rights under the Consumer Rights Act 2015.

Non-Returnable Items

For health and safety reasons, we cannot accept returns of:

  • Opened electrolyte tubs or pouches
  • Used products
  • Products that have been tampered with
  • Products returned without their original packaging
  • Gift cards (if applicable)

Incorrect Orders

If we have sent you the wrong item, please contact us as soon as possible.

We will arrange for the correct product to be sent and provide instructions for returning the incorrect item at no cost to you.

Exchanges

We do not offer direct exchanges.

If you would like a different product, please return your original item (if eligible) for a refund and place a new order through our website.

Promotional Items

Products purchased using discount codes or during promotional events may be returned in accordance with this policy unless otherwise stated within the promotion's terms.

Cancellations Before Dispatch

If your order has not yet been dispatched, please contact us as soon as possible.

Where possible, we will cancel your order and issue a full refund.

Once an order has been dispatched, it must be returned in accordance with this policy.

Refund Exceptions

We reserve the right to reduce the amount of any refund if the value of the goods has been diminished through handling beyond what is necessary to establish their nature, characteristics and function.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

SHIFT Hydration

📧 hello@shifthydration.co.uk

Please include your order number in all correspondence to help us assist you more quickly.