Refund policy

Last updated: 11 September 2026

Changed your mind? You have 14 days
You can cancel your order within 14 days of receiving it, without giving any reason. To be accepted, the item must be unused, in the condition you received it, in its original packaging, and sent with your receipt or proof of purchase.

How to send an item back
Email contact@cinnovera.com within those 14 days with your order number. Once our team has approved your request, we will send you a return label and step-by-step instructions. Parcels sent back without prior approval cannot be accepted. We recommend a tracked service, as we cannot be held responsible for parcels lost or damaged on their way back to us.

Opened supplements
For health and hygiene reasons, food supplements cannot be returned once their seal has been broken after delivery. The 14-day cancellation right therefore does not apply to unsealed products.

Optional Full Guarantee (£[PRICE])
At checkout, you can add our optional Full Guarantee for £[PRICE]. It is a commercial promise from Cinnovera, not an insurance contract. If you took this option and are not happy after trying the product, we will refund the full product price within 90 days of delivery, and you do not need to send anything back. The price of the Full Guarantee itself is not refundable. To use it, email contact@cinnovera.com with your order number. The refund goes back to your original payment method within 5 working days.

Parcel not delivered or damaged
If your parcel has not arrived within the stated delivery time, contact us within 30 days of the estimated delivery date. Once we have checked with the carrier, and if there is no proof of delivery, we will refund you in full within 14 days. If a parcel arrives visibly damaged, please note it with the courier, then email us within 48 hours with photos. We will either send a replacement or refund you, whichever you prefer.

Faulty item or wrong order
Please check your order as soon as it arrives. If an item is faulty, damaged or not what you ordered, contact us within 7 days of delivery with a photo. In that case, we cover the return costs and offer you either an exchange or a full refund.

When will I get my money back?
We will let you know as soon as your return has arrived and been inspected. If your refund is approved, it will be paid to your original payment method within 5 to 10 working days, depending on your bank. If more than 15 working days have passed since approval and you have not received it, email contact@cinnovera.com.

This policy does not affect your statutory rights.