Information

FAQ

Last updated: 14 September 2026

This is the page we keep up to date. Where it summarises our Shipping and delivery, Returns and refunds or Terms and conditions, those documents are the ones that count — this page is the short version of them, never a different version. If you ever find this page saying something they do not, tell us: it is a mistake and we will correct it.

Ordering

What do you sell?

Food supplements — vitamins, minerals, collagen, omega-3, creatine and plant extracts, as gummies, capsules, tablets, powders, shots and drops — and cosmetics: face care, body care, makeup, sun protection, a baby line, the ROOTSYNC™ haircare range and soy wax candles. Every supplement page shows the amount of each nutrient per daily serving. Every cosmetic falls under Regulation (EC) 1223/2009 and carries its complete INCI list on its product page, and the ones certified COSMOS NATURAL by Ecocert Greenlife say so there.

Can I subscribe and get it delivered regularly?

No. We do not offer subscriptions, and nothing on this site sets up a recurring payment. Every order is a single purchase: nothing renews, nothing is charged again, and there is nothing to cancel. If we add a subscription later we will publish its billing cycle, its notice period and how to cancel it before anyone can buy one.

What currency are prices in, and do they include tax?

Prices are shown in euro and include tax. The delivery charge is added at checkout and shown to you in full before you pay.

Can I change or cancel an order after placing it?

Email office@therapiummed.com straight away with your order number. We can usually correct a delivery address or stop an order before it is dispatched. Once a parcel has left us we cannot — but your 14-day right of withdrawal and our 60-day guarantee both still apply.

Delivery

What does delivery cost?

26 lei within Romania and 37 lei to every other country we ship to, and free on orders of 485 lei or more. There are only those two rates; there is no further surcharge for distance. The 485 lei threshold is measured on the value of the goods after any discount and does not include the delivery charge itself, so a discount code that takes your order below 485 lei brings the delivery charge back.

Where do you ship?

To 30 countries: all 27 EU member states, plus the United Kingdom, Switzerland and Norway. We do not ship worldwide. The complete list is in Shipping and delivery. We cannot deliver to PO boxes or poste restante addresses.

How long does delivery take?

Delivery takes 3 to 7 days once your parcel has been dispatched. We email you a dispatch confirmation with a tracking number; tracking can take up to 24 hours to start showing movement, which is normal. These are estimates based on ordinary carrier performance, not guaranteed dates.

Will I have to pay customs or import charges?

Not within the European Union — those deliveries are made with all EU taxes accounted for and there is nothing extra to pay on arrival. A delivery that crosses a customs border may attract import VAT, duty or a carrier handling fee, charged by the destination country and payable by you. We cannot tell you the amount in advance because we do not set it. We will not under-declare the value of a parcel or mark it as a gift.

My parcel has not arrived.

Check the tracking link first, then whether the carrier left the parcel with a neighbour or at a collection point. If tracking has not moved for five working days, email office@therapiummed.com with your order number and we will open an enquiry with the carrier. Until you physically receive the parcel it is at our risk: a parcel lost in transit is our problem, and we replace it or refund you.

Returns and refunds

Can I send it back?

Yes, and there are two separate routes. The law gives you 14 days to withdraw from the contract without giving a reason. On top of that we give a voluntary 60-day guarantee. Both are set out in full in Returns and refunds. To start either one, email office@therapiummed.com with your order number.

What if I have already opened it?

The 60-day guarantee covers it. Opened packs are included and half-used ones are included — that is the point of the guarantee. The statutory 14-day right is different: the law lets a seller refuse sealed goods that have been unsealed, on hygiene grounds, and both food supplements and cosmetics are goods of that kind. So for anything you have opened, the guarantee is the route that helps you.

Do I have to post the product back?

Under the 60-day guarantee we will normally not ask you to. We cannot resell an opened product, so posting it to us helps nobody. If we do ask for it back — for example because we want to check a batch — we pay the return postage. Under the statutory 14-day right you send the goods back and you pay the direct cost of return.

Do I get the delivery charge back too?

Under the statutory 14-day withdrawal, yes: we refund the price of the goods plus the delivery you paid, at our standard rate. Under the 60-day guarantee, no: it covers the price you paid for the product, not the delivery charge on the original order.

How long does a refund take?

Within 14 days, to the same payment method you used. Under the statutory right that runs from the day we are told of your decision, and we may hold the refund until the goods are back with us or you show us proof of posting. Under the guarantee it runs from the day we confirm the claim, and we acknowledge claims within 3 working days.

Are there conditions on the 60-day guarantee?

These, and no others:

  • The order must have been placed with us directly, not through a reseller or a marketplace.
  • The delivery address must have been in the European Union or the United Kingdom.
  • Your claim must reach us within 60 days of delivery.
  • One claim per customer per product.
  • It covers the price you paid for the product, not the delivery charge on the original order.
  • It applies to normal personal quantities. We may decline claims on orders plainly bought for resale, or where there is clear evidence of abuse.

None of these conditions touches your statutory rights. We cannot restrict those, and we do not.

What if the product arrives damaged, wrong or out of date?

Then it is a fault, not a return, and your rights are stronger. Email office@therapiummed.com with your order number, what is wrong and a photograph if it is visible. We replace it or refund you free of charge and we pay any return postage. We are liable for a lack of conformity that existed at delivery and appears within two years.

The skincare

What is in a cosmetic, and how do I check?

The complete INCI list is printed on every skincare product page, in order, exactly as it appears on the pack. That is the proof for this line: we do not quote a laboratory batch analysis for a cosmetic. The products certified COSMOS NATURAL by Ecocert Greenlife name that certification on their own page.

What are the skincare products allowed to claim?

They are cosmetics under Regulation (EC) 1223/2009, not medicines. A cosmetic acts on the surface of the skin and its appearance. Nothing we sell prevents, treats or cures any disease, and we will not tell you otherwise.

The supplements

What is in them?

Each product page lists the ingredients and the amount of each nutrient per daily serving, as printed on the label. Read the label before you buy, and read it again before you take it.

What are the supplements allowed to claim?

Only the health claims the European Union authorises for the nutrients they contain, in their authorised wording and at a dose that allows the claim. Each product page quotes the claims that apply to that product, and only those; where no claim is authorised for an ingredient, the page makes none.

A food supplement does not prevent, treat or cure any disease, and we will not tell you otherwise.

How much do I take?

The dose printed on the label, and no more than that. Do not exceed the stated recommended daily dose. A food supplement is not a substitute for a varied and balanced diet and a healthy lifestyle. Keep it out of the reach of young children.

Should I check with a doctor first?

If you are pregnant or breastfeeding, if you are taking prescribed medicines — anticoagulants in particular — or if you are under medical supervision, ask your doctor or pharmacist before taking any food supplement. We are not able to give you medical advice and we will not try.

Has it been tested by a laboratory?

Each product page says what exists for the batch on sale. Where there is a laboratory analysis, the page names the laboratory, the lot and the report number and says what the report found; where there is none, the page says so plainly. The batch number and the best-before date are printed on every pack.

Who makes them?

The manufacturer is named on each label and on each product page. More on About.

How should I store them?

As stated on the label, away from direct sunlight and heat, and out of the reach of children. Check the best-before date when your order arrives. If a product reaches you past its date, or so close to it that you cannot reasonably use it, treat it as a fault and tell us.

The company, and how to reach us

Who am I buying from?

Therapium Ltd, a company registered in England and Wales under number 16471805, at 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.

How do I contact you?

Email office@therapiummed.com. It is the address we monitor and a person answers it. We do not operate a customer telephone line, and we would rather say so than publish a number nobody picks up. Complaints are acknowledged within 3 working days and we aim to answer them fully within 14 days.

Where do I find the full documents?