Refund policy

Last updated: 11 June 2026

1. The short version

  • 14-day cancellation window. You can cancel your order within 14 days of receiving it.
  • Unopened and sealed only. We can only accept returns of products that are completely unopened with the original hygiene seal intact. Once a pouch has been unsealed, your right to cancel is lost for that item — this is a legal hygiene and health-protection exemption that applies to consumable goods.
  • You pay return postage. Unless the product is faulty or incorrect, the cost of returning the item is yours. We recommend a tracked service.
  • Refunds take 5–10 working days from the date we receive and inspect your return.
  • Faulty or incorrect goods are always covered under the Consumer Rights Act 2015, regardless of any other condition in this policy.

2. Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of the day after you receive it. This is your statutory cooling-off period.

How to cancel:
Contact us at [email protected] with your order number and a clear statement that you wish to cancel. You may use the model wording below if you wish.

"I/We [name] hereby give notice that I/we cancel my/our contract for the sale of the following goods [order number / product name], ordered on [date], received on [date]. [Name and address]."

You must notify us before the 14-day window expires. Simply returning the goods without prior notification does not constitute a valid cancellation.

3. What can be returned

A product is eligible for return only if all of the following apply:

  • It is completely unopened and the original hygiene seal is fully intact.
  • It is in its original packaging, undamaged and in a reasonable condition.
  • You have contacted us within the 14-day cancellation window and received confirmation of the return address.

4. What cannot be returned

Opened or unsealed products. Satori Formulas products are consumable food supplements sold in sealed pouches. Under regulation 28(3)(a) of the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are sealed for health-protection or hygiene reasons and have been unsealed after delivery. Once you break the seal on a pouch, we cannot accept that item back and your right to cancel is lost for it. This exemption exists to protect the health of all our customers and is a standard legal protection for consumable goods of this kind — it is not an attempt to restrict your rights.

Products damaged through customer mishandling. We cannot accept returns of products that have been damaged by improper storage, handling, or use after delivery.

5. How to return

  1. Request a return first. Email [email protected] with your order number and the reason for the return. We will confirm the return address in our reply.
  2. Pack the item securely. Return the product in its original packaging.
  3. Use a tracked postal service. You are responsible for the parcel until it reaches us. We strongly recommend using a tracked service, as we cannot process a refund for goods that do not arrive.
  4. You pay return postage. Return shipping costs are your responsibility unless the item is faulty, damaged by us, or incorrect.

6. Refunds

Once we receive and inspect your return, we will process your refund within 5–10 working days. The refund will be made to your original payment method.

What we refund: the price of the goods plus the standard outbound delivery cost you paid, if you are cancelling your entire order. If you return only part of an order, we refund only the price of the returned items — not the delivery charge.

Diminished value: if you have handled the product in a way that goes beyond what is reasonably necessary to inspect it, we may reduce your refund to reflect any loss in value. We will tell you if this applies.

7. Faulty, damaged, or incorrect items

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

If your product arrives faulty, damaged, or is not as described, please contact us at [email protected] as soon as possible and within 30 days of delivery if you would like to request a full refund. We will cover return postage costs for faulty or incorrect items and will offer you a replacement or a full refund at your preference.

After 30 days, you retain further rights under the Consumer Rights Act 2015 — please contact us and we will assist.

Nothing in this policy limits your statutory rights.

8. Late or missing refunds

If you have not received your refund after 10 working days from the date we confirmed receipt of your return:

  1. Check your bank account or payment method — processing times vary.
  2. Contact your bank or card provider, as it may take a few days for the refund to post.
  3. If you have done both of the above and still have not received it, email us at [email protected].

9. Promotional items and bundles

If your order qualified for free shipping under our promotional offer and you make a partial return that brings the remaining order value below the qualifying threshold, we may deduct the actual standard shipping cost we incurred from your refund. We will always tell you before we do this, and it will not exceed the standard delivery charge that would have applied at the time of your order.

For full details of our shipping promotions, see our Shipping Policy.

10. Contact

Satori Formulas Ltd
172 Brent Crescent, London, Middlesex, NW10 7XR, United Kingdom
Email: [email protected]

This policy is governed by the law of England and Wales. If you are a consumer resident in another country, you retain the mandatory legal protections of your country of residence.

This policy does not affect your statutory rights. For more information about your rights, visit www.citizensadvice.org.uk.

See also our Terms of Service and Shipping Policy.