Refund policy
RETURN & REFUND POLICY
Return Window
JW Supplements offers a 30-day return window from the date your order is marked as delivered.
Return requests submitted outside this period will not be accepted.
Eligibility Criteria
To qualify for a return:
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The item must be unopened, unused, and in original condition
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All seals must remain intact and untampered
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The product must be returned in its original packaging
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Proof of purchase is required
Due to hygiene, safety, and regulatory standards, opened or tampered supplements cannot be returned under any circumstances.
How to Request a Return
To initiate a return, contact:
Please include:
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Your order number
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The reason for return
Returns must be authorised before dispatch.
Items returned without prior approval will be refused.
Unless confirmed as faulty or incorrectly supplied, return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked and insured service, as JW Supplements is not responsible for returns lost in transit.
Inspection & Refund Processing
All returned goods are inspected upon receipt.
If approved:
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Refunds are issued to the original payment method
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Processing occurs within 10 business days
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Original shipping costs are non-refundable unless due to confirmed company error
If more than 15 business days have passed since approval, please contact:
Order Cancellation Policy
Orders placed before 22:00 (Monday–Friday, GMT) enter our same-day fulfilment system.
Processing may commence immediately after an order is placed, including automated picking, packing, and dispatch preparation.
Once processing has begun, orders cannot be cancelled or amended.
Cancellation requests must be submitted before dispatch confirmation is issued. Once dispatched, the order falls under this Return & Refund Policy.
We reserve the right to decline cancellation requests where fulfilment operations have already commenced.
Damaged, Faulty or Incorrect Items
Orders must be inspected immediately upon delivery.
If an item is defective, damaged, or incorrect, contact us promptly with:
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Your order number
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A clear description of the issue
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Photographic evidence
Claims submitted without supporting evidence may be declined.
Non-Returnable Items
We do not accept returns for:
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Opened supplements
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Unsealed products
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Sale or discounted items
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Gift cards
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Custom or special-order items
Products unsuitable for return due to health protection or hygiene reasons are exempt from return once unsealed.
European Union – 14 Day Cooling-Off Period
For orders delivered within the European Union, customers may cancel within 14 days of delivery without providing a reason.
However, this right does not apply to:
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Goods unsealed after delivery
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Products unsuitable for return for health protection or hygiene reasons
Returned items must:
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Remain sealed
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Be unused
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Be in original packaging
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Include proof of purchase
Fraud Prevention & Chargeback Protection
JW Supplements monitors transaction activity to prevent fraudulent or abusive behaviour.
We reserve the right to:
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Refuse refunds where product tampering is evident
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Deny claims where tracking confirms successful delivery
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Provide courier delivery confirmation
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Provide signature records
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Provide IP logs and transaction metadata in response to chargebacks
Delivery to the address provided at checkout is treated as delivery to the customer.
False claims, misuse of return policies, or fraudulent disputes may result in refusal of future service.
Limitation of Liability
JW Supplements reserves the right to refuse any return that does not comply with this policy.
To the maximum extent permitted by law, we are not liable for indirect, incidental, or consequential losses arising from the use of our products or services.
Nothing in this policy limits any statutory consumer rights that cannot lawfully be excluded.