Returns, Refunds and Cancellation Policy

Effective date: 18 August 2026
Version: 1.0

This policy applies to purchases made from PRO X SUPPLEMENTS through proxsupplements.uk.

PRO X SUPPLEMENTS is operated by PRO X SUPPLEMENTS LTD, a company registered in England and Wales under company number 16129282.

Registered office:
PRO X SUPPLEMENTS LTD
Abc Accounting Services
1 Willoughton Place
Wharton Close
Gainsborough
Lincs
England
DN21 1EB

Customer service email: info@proxsupplements.uk

The registered office is not necessarily our product returns address. Please contact us before posting a return so that we can provide the correct returns address and instructions.

Nothing in this policy excludes, restricts or replaces your statutory consumer rights.

1. Summary of our policy

Subject to the conditions below:

• You may cancel most online orders within 14 days after receiving them, without giving a reason.

• After notifying us that you wish to cancel, you normally have a further 14 days to send the goods back.

• Change-of-mind returns must be unused, with all product seals and individual sachets intact.

• Opened consumable products might not be eligible for a change-of-mind return for health protection and hygiene reasons.

• Faulty, damaged, misdescribed or incorrectly supplied products are covered by your statutory rights.

• Approved refunds are returned to the original payment method.

• Cancelling a subscription stops future renewals but does not automatically cancel an order that has already been processed.

2. Cancelling an order before dispatch

If you wish to cancel or change an order, contact us as soon as possible at info@proxsupplements.uk.

Please include:

• Your full name

• Order number

• Email address used for the order

• The item you wish to cancel or change

We process orders quickly and cannot guarantee that an order can be stopped once submitted.

If the order has not been dispatched, we will normally cancel it and issue a full refund.

If it has already been dispatched, you may need to receive and return it under the change-of-mind procedure below.

3. Your right to change your mind

If you are a UK consumer purchasing online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel no later than 14 days after the day on which:

• You, or a person nominated by you, receives the goods;

• You receive the final item, where one order is delivered in separate parcels or on separate days; or

• You receive the first delivery, where the contract is for regular delivery of goods over a defined period.

You can exercise this right by emailing info@proxsupplements.uk or by using the model cancellation form at the end of this policy.

Your cancellation is effective when you send your clear cancellation request. You do not need to use any particular wording or receive our approval before exercising a statutory cancellation right.

However, contacting us before posting the goods allows us to provide the correct returns address and helps prevent delays.

4. Returning a change-of-mind order

After notifying us of your cancellation, you must return the affected goods within 14 days.

Unless the goods are faulty, damaged, misdescribed or incorrect, you are responsible for the direct cost of returning them.

We recommend using a tracked service and retaining:

• Your postal receipt;

• Tracking number; and

• Evidence showing the returned parcel’s weight and destination.

Please package the return securely. Where reasonably possible, include your order number or a copy of your order confirmation inside the parcel.

Do not send products to our registered office unless Customer Care has specifically confirmed that address for your return.

5. Condition of change-of-mind returns

You may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and condition, in the same way that you could examine them in a physical shop.

Returned goods should include:

• All products being returned;

• All individually sealed sachets;

• Original packaging, where reasonably possible;

• Instructions and accessories supplied with the product; and

• Any promotional gift that formed part of the returned purchase.

We may make a reasonable deduction from the refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to inspect them.

Using or consuming a supplement goes beyond the inspection that would normally be permitted in a shop.

6. Opened supplements and hygiene seals

Our products are consumable supplements. Certain sealed goods might not be suitable for return for health protection or hygiene reasons once their seal has been broken.

A change-of-mind return might therefore be refused where:

• A sachet has been opened, torn, punctured or consumed;

• A tamper-evident product seal has been broken;

• A safety seal is missing or damaged;

• The product has been contaminated;

• Any sachets or product contents are missing;

• The product has been mixed with another substance; or

• The condition of the product means it cannot safely be supplied to another customer.

If a box contains individually sealed sachets and has no separate outer tamper seal, opening the box solely to inspect it will not automatically remove your cancellation right, provided every sachet remains sealed, unused, undamaged and present.

This section applies to change-of-mind returns. It does not remove your rights where a product is faulty, unsafe, damaged, misdescribed or incorrectly supplied.

7. Products that cannot be returned for a change of mind

Unless faulty, damaged, misdescribed or incorrectly supplied, we do not accept change-of-mind returns for:

• Opened or partially consumed supplements;

• Products with broken tamper-evident or hygiene seals;

• Sachets that have been opened, punctured or damaged after delivery;

• Products that have been mixed, altered or contaminated;

• Personalised or specially manufactured goods;

• Products that are liable to deteriorate or expire rapidly, where the statutory exception applies;

• Digital gift cards after they have been redeemed; or

• Free samples and complimentary items that have no purchase price.

Sale and promotional items are not excluded merely because they were discounted. They receive the same statutory protection as full-price goods.

8. Faulty, damaged, unsafe or misdescribed products

Goods supplied by us must be:

• Of satisfactory quality;

• Fit for their normal purpose;

• Fit for any particular purpose made known to us where applicable;

• As described; and

• Safe.

If you believe a product is faulty, damaged, unsafe, expired on delivery, materially misdescribed or otherwise not compliant, contact info@proxsupplements.uk as soon as reasonably possible.

Please provide, where available:

• Your order number;

• A description of the problem;

• Photographs of the product and packaging;

• A photograph of the shipping label;

• The product batch or lot number;

• The best-before date; and

• Whether the outer parcel appeared damaged or tampered with.

These details help us investigate, but failure to provide a photograph does not automatically remove your statutory rights.

UK consumers normally have a short-term right to reject goods that do not conform to the contract within 30 days. After that period, other statutory remedies—including repair, replacement, price reduction or refund—may remain available.

Because supplements are consumable products, repair will rarely be appropriate. Depending on the circumstances, we may offer a replacement or refund.

We will pay or reimburse reasonable return costs where we require a faulty, damaged, misdescribed or incorrect product to be returned. Please contact us before arranging postage so that we can provide instructions or a prepaid method where available.

9. Incorrect products or missing items

If we send the wrong product, wrong pack size, wrong flavour or incorrect quantity, contact us promptly.

Please keep:

• The product;

• The original packaging;

• The parcel packaging; and

• The shipping label

until we confirm whether they need to be returned.

Once verified, we will arrange an appropriate replacement, refund or other remedy at no additional cost to you.

10. Orders damaged in transit

Please inspect your order after delivery.

If the parcel or product arrives damaged, contact us as soon as reasonably possible—preferably within 48 hours—so that we can raise the matter with the carrier.

The 48-hour request helps us investigate courier damage. It is not intended to remove or reduce your statutory rights if you contact us later.

Do not dispose of damaged products or packaging until we confirm that they are no longer required for the investigation.

11. Suspected adverse reactions and product safety concerns

If you experience a serious or unexpected reaction:

1. Stop using the product.

2. Seek appropriate medical advice. For an emergency, contact the emergency services.

3. Contact us at Proxsupplements@gmail.com with the product name, batch number, best-before date and relevant details.

We may ask you to retain the remaining product and packaging for investigation.

An individual dislike of the flavour, texture or perceived results does not necessarily mean that a product is faulty. Change-of-mind refunds for opened products remain subject to the hygiene and consumable-product provisions in this policy.

Nothing in this section affects any legal remedy available where a product is unsafe, faulty or misdescribed.

12. Refund amounts for change-of-mind cancellations

For an eligible cancellation of an entire order, we will refund:

• The price paid for the returned goods; and

• The cost of the least expensive standard delivery option we offered when the order was placed.

If you chose an enhanced or premium delivery method, such as express or next-day delivery, we are not required to refund the difference between that service and our standard delivery charge.

If you return only part of an order, the original delivery charge will not normally be refunded unless required by law or the returned item was faulty, damaged, misdescribed or incorrect.

Refunds cover the amount actually paid after discounts, promotional codes, account credit or gift cards were applied.

13. When refunds are issued

For a valid change-of-mind cancellation, we will issue the refund no later than 14 days after:

• We receive the returned goods; or

• You provide satisfactory evidence that you sent the goods back,

whichever occurs first.

We may withhold the refund until one of those events occurs.

For orders cancelled before dispatch, we will process the refund without undue delay.

Your bank or payment provider may take additional time to display the refund after we have processed it. Those processing times are outside our control.

14. How refunds are paid

Refunds are normally issued to the original payment method.

Where an order was paid using more than one payment method, the refund may be divided between those methods.

Amounts paid using a gift card or store credit will normally be returned as gift card balance or store credit unless the law requires otherwise.

We will not issue a refund to a different card, bank account or person solely upon request. This protects customers against fraud.

15. Exchanges

We do not guarantee direct exchanges for change-of-mind returns.

If you want a different pack size or product, the quickest method is normally to:

1. Return the eligible original item for a refund; and

2. Place a new order for the required item.

Where a product is faulty, damaged or incorrect, we may offer a replacement without requiring a separate purchase.

16. Subscriptions

You may cancel future subscription renewals through your customer account, where that facility is available, or by contacting info@proxsupplements.uk.

Subscription cancellation must take place before the next scheduled payment is processed.

Cancelling a subscription:

• Stops future renewals;

• Does not automatically cancel an order that has already been billed or dispatched; and

• Does not cancel or refund previous subscription orders.

If a subscription order has already been processed, contact us immediately. If it cannot be stopped, the normal return rules apply after delivery.

As an additional customer commitment, we will consider each unopened subscription shipment for a change-of-mind return if you notify us within 14 days of receiving it and all product seals remain intact.

Cancelling or returning one subscription shipment does not necessarily cancel the ongoing subscription. You must separately cancel the subscription if you do not want future renewals.

17. Promotional offers, bundles and free gifts

Refunds are based on the amount actually paid for each returned item after promotional discounts have been allocated.

If a promotion required you to purchase a particular number or value of products, and a partial return means the remaining order no longer qualifies, we may recalculate the refund in accordance with the original promotion.

If you cancel an entire order containing a free gift, the free gift must also be returned unused and in its original condition.

If a promotional gift is not returned, we may make a reasonable deduction representing its stated value, but only where that condition and value were clearly communicated as part of the promotion and the deduction is lawful.

18. Delivery marked complete but not received

If tracking shows that a parcel has been delivered but you cannot locate it:

1. Check any designated safe place.

2. Check with members of your household.

3. Check with immediate neighbours or building reception where appropriate.

4. Contact us promptly if it remains missing.

We will review the tracking information and, where appropriate, raise an investigation with the carrier.

A carrier’s tracking status will be considered as evidence but will not automatically determine the outcome where there is credible evidence that delivery did not occur.

Our responsibility for the goods continues until they are delivered to you or to a person identified by you to receive them, subject to applicable law.

19. Incorrect addresses, refused deliveries and uncollected parcels

Customers are responsible for checking that the delivery address is complete and accurate before submitting an order.

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after processing has started.

If an order is returned because:

• The address supplied was incorrect or incomplete;

• Delivery was refused without a valid product-related reason;

• The parcel was not collected;

• The carrier could not access the address; or

• Import charges were refused,

we will contact you after the parcel is returned.

Where permitted by law, we may deduct the actual and reasonable delivery or return charges we have incurred, except where the failed delivery was caused by our error or the carrier’s failure.

Refusing delivery does not always constitute a valid cancellation notice. You should also contact us clearly stating that you wish to cancel.

20. International orders

International customers may have mandatory consumer rights under the laws of their country. Nothing in this policy removes rights that cannot lawfully be excluded.

Unless otherwise stated at checkout, customers are responsible for applicable import duties, taxes and customs charges.

If an international parcel is returned because customs charges were not paid, we may deduct actual, reasonable and irrecoverable carrier or customs costs from any discretionary refund, to the extent permitted by law.

21. Returns sent without contacting us

Contacting us first is strongly recommended because the registered office is not necessarily the returns warehouse.

We are not responsible for delays caused by goods being sent to an incorrect or unauthorised address.

However, failure to request a return authorisation number does not by itself invalidate a statutory cancellation or faulty-goods claim where you have otherwise clearly exercised your legal rights.

22. Abusive, fraudulent or excessive claims

We may investigate claims where there is reasonable evidence of:

• Return fraud;

• Deliberate damage;

• Product substitution;

• False non-delivery claims;

• Abuse of promotional offers;

• Repeated misuse of discretionary return arrangements; or

• Other dishonest conduct.

We may refuse a discretionary refund where fraud or abuse is established and may report suspected criminal conduct to the relevant authorities.

This does not permit us to refuse a valid statutory remedy.

23. Complaints

If you are dissatisfied with how a return or refund has been handled, email info@proxsupplements.uk with:

• Your name;

• Order number;

• A summary of the complaint; and

• The outcome you are seeking.

We aim to acknowledge complaints promptly and investigate them fairly.

If we cannot resolve a consumer dispute internally, we will provide information about any relevant alternative dispute resolution body and state whether we are willing or required to use it.

24. Business purchases

This policy is primarily intended for consumers purchasing for personal use.

Orders placed wholly or mainly for business, resale or commercial purposes may be governed by separate business terms. Statutory consumer cancellation rights might not apply to those purchases.

25. Changes to this policy

We may update this policy to reflect legal, regulatory or operational changes.

The version applicable to your order will normally be the version published when the order was placed. Changes will not retrospectively reduce any accrued statutory rights.

26. Governing law

This policy and consumer purchases made through our UK website are governed by the laws of England and Wales.

If you live elsewhere in the UK, you may also bring proceedings in the courts of your home jurisdiction. Mandatory consumer protections applicable where you live remain unaffected.

27. Model cancellation form

Complete and send this form only if you wish to cancel an eligible contract. You may instead send any other clear cancellation statement.

To:
PRO X SUPPLEMENTS LTD
Abc Accounting Services
1 Willoughton Place
Wharton Close
Gainsborough
Lincs
England
DN21 1EB

Email: info@proxsupplements.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Products:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer email:

Signature, if submitted on paper:

Date: