This Returns Policy explains your right to cancel and return orders placed with Loom Supplements Ltd (trading as LOOM), and how we handle refunds. It forms part of our Terms & Conditions and does not affect your statutory rights.
1. Your right to cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you (or someone you nominate) receives the goods. If your order is delivered in multiple parcels, the period runs from the day you receive the last item.
2. Important exception for opened supplements
Please note: Our products are food supplements supplied as sealed goods for health and hygiene reasons. Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to sealed goods which are not suitable for return once they have been opened or where the seal has been broken after delivery.
This means you may return supplements within the cancellation period only if they remain unopened, unused, and with the original seal intact. This does not affect your right to a remedy if a product is faulty, damaged, or not as described.
3. How to cancel and return
To exercise your right to cancel, please contact us at hello@loomsupplements.com with your order number before returning anything. You may use the model cancellation form, but it is not obligatory; a clear statement that you wish to cancel is sufficient. We will then provide return instructions and the return address.
You are responsible for the cost of returning the goods unless the goods are faulty or were sent in error. We recommend using a tracked service and keeping proof of postage, as you are responsible for the goods until they reach us.
4. Refunds
- We will refund the price you paid for the returned goods, including standard delivery costs (we do not refund any supplement upgrade to a faster delivery service).
- We process refunds without undue delay and within 14 days of receiving the returned goods, or from the day you provide evidence that you have returned them, whichever is sooner.
- Refunds are made to the original payment method used for the order.
- We may reduce your refund to reflect any loss in value of the goods caused by handling beyond what is necessary to establish their nature and characteristics.
5. Faulty, damaged, or incorrect items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If you receive an item that is faulty, damaged, or not what you ordered, please contact us at hello@loomsupplements.com within a reasonable time, ideally within 30 days of delivery, with details and photographs where possible. You will be entitled to a replacement or a full refund, including any delivery costs, and we will cover the cost of return.
6. Damaged on arrival
If your order arrives damaged, please contact us within 48 hours of delivery with photographs so we can resolve it quickly. See also our Shipping Policy.
7. Contact us
For any returns or refund queries, contact us at hello@loomsupplements.com or write to us at [Registered Office Address], United Kingdom.