Last updated: 4 September 2026

How to send something back — the short version

  1. Email office@therapiummed.com with your order number and say you want to return the product.
  2. We reply with the return address and confirm what to do with the product.
  3. You get your money back by the same payment method you used, within 14 days.

That is all you need for most returns. The rest of this page explains two separate things: the right the law gives you, and the extra promise we give you on top of it.

Two different rights — and why we list both

You have a legal right to change your mind within 14 days. That right comes from consumer law and we cannot reduce it. It has one limit that matters for food supplements: once a sealed product has been opened, the law lets a seller refuse it back on hygiene grounds.

We think that limit is unfair on someone who wanted to try a supplement and did not get on with it. So we also give a voluntary 60-day guarantee that covers opened bottles. It is our own promise, it goes further than the law requires, and it sits on top of your legal right rather than replacing it.

Your statutory right of withdrawal The Therapium 60-day guarantee
Where it comes from Consumer law (Directive 2011/83/EU) A promise we make voluntarily
How long 14 days 60 days from delivery
Opened products Can be refused on hygiene grounds Included
Reason needed No No
Who pays return postage You We do, if we ask for the product back
Original delivery charge refunded Yes, at our standard rate No

You can use whichever suits you. If both apply, tell us and we will apply the one that leaves you better off.

Part one — your statutory right of withdrawal

1. What it is

  1. Because you bought at a distance, you have the right to withdraw from the contract within 14 days without giving any reason and without paying any penalty.
  2. This right belongs to you as a consumer. It does not apply to business purchases.

2. When the 14 days start

  1. The 14 days run from the day you, or someone you named other than the carrier, take physical possession of the goods.
  2. If your order contained several items delivered separately, the 14 days run from the day you receive the last item.
  3. If a single item is delivered in several lots, the 14 days run from the day you receive the last lot.

3. How to tell us

  1. Before the 14 days are up, make a clear statement that you are withdrawing. Email office@therapiummed.com, or write to Therapium Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.
  2. You can use the model form below, but you do not have to. Any clear statement works — "I am withdrawing from order 1234" is enough.
  3. Sending your message before the deadline is what counts. It does not matter if it reaches us the next day.
  4. We will acknowledge receipt of your withdrawal without delay.

4. Model withdrawal form

This is the standard form set out in Annex I(B) of Directive 2011/83/EU. Complete and return it only if you wish to withdraw from the contract.

  • To Therapium Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, office@therapiummed.com:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

(*) Delete as appropriate.

5. Sending the goods back

  1. Send the goods back without undue delay and in any event within 14 days of telling us you are withdrawing. Posting them within that period is enough.
  2. You pay the direct cost of returning the goods. We will tell you the return address when you contact us.
  3. Use a service that gives you proof of posting. Until the parcel reaches us, keep that proof.
  4. If you want us to arrange the return instead, ask us — we will tell you the cost first and deduct it from your refund only if you agree.

6. Your refund

  1. We refund the price you paid for the goods, plus the delivery charge you paid to receive them.
  2. Where you chose a delivery option more expensive than our standard one, we refund the standard cost, not the difference.
  3. We refund within 14 days of the day we are informed of your decision to withdraw. We may hold the refund until we have received the goods back, or until you send us proof that you have sent them — whichever happens first.
  4. We refund using the same means of payment you used, unless you expressly agree otherwise. The refund costs you nothing.
  5. If you withdraw from part of an order and what is left falls below the free-shipping threshold, we will not charge you delivery retrospectively.

7. Handling the goods before you send them back

  1. You may handle and inspect the goods as you would in a shop — enough to establish what they are, what they are like and whether they work.
  2. If you go beyond that and the goods lose value as a result, we may reduce your refund by the amount of that lost value. We will tell you the amount and why.
  3. In practice this rarely arises with a supplement. Where it does, our 60-day guarantee usually gives you a better outcome — see part two.

8. When the statutory right does not apply

  1. The law lets a seller refuse the return of sealed goods that are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery. This is Article 16(e) of Directive 2011/83/EU.
  2. Food supplements are goods of that kind. If you have broken the seal on a bottle, we are legally entitled to refuse it back under the statutory right.
  3. We tell you this because the law requires us to and because it is true. But it is not the end of the story: our 60-day guarantee covers opened bottles anyway. See part two.
  4. The statutory right is unaffected for anything still sealed and unopened.

Part two — the Therapium 60-day guarantee

9. What we promise

  1. If you are not happy with a Therapium product, you have 60 days from the day it was delivered to tell us, and we will refund what you paid for it.
  2. You do not have to give a reason.
  3. Opened bottles are included. Half-finished bottles are included. This is the whole point of the guarantee.
  4. This is a contractual commercial guarantee. It binds us. It is in addition to your statutory rights, not instead of them, and it does not limit them in any way.

10. Who can use it

  1. Consumers who bought directly from therapiummed.com. It does not cover products bought from a reseller or marketplace.
  2. Orders delivered to an address in the European Union or the United Kingdom.
  3. You need proof of purchase — your order number is enough, and we can look it up from the email address you ordered with.

11. The conditions

These are all of them. There are no others.

  1. One guarantee claim per customer per product. If you have already been refunded for a product under the guarantee, buying it again does not renew the guarantee for that product. A different product from our range starts fresh.
  2. Your claim must reach us within 60 days of delivery.
  3. The guarantee covers the price you paid for the product itself. It does not cover the delivery charge you paid on the original order.
  4. It applies to normal personal quantities. We may decline claims on orders that were plainly bought for resale.
  5. We may decline a claim where there is clear evidence of abuse — for example repeated claims across several accounts at the same address.

12. How to claim

  1. Email office@therapiummed.com with your order number and the words "60-day guarantee". You do not need to explain yourself.
  2. We will normally not ask you to send an opened product back. For hygiene reasons we cannot resell it, so posting it to us helps nobody.
  3. If we do ask for the product back — for example because we want to check a batch — we pay the return postage and we will tell you how.
  4. We acknowledge your claim within 3 working days.

13. What you get back

  1. The full price you paid for the product.
  2. Paid to the same payment method you used for the order.
  3. Within 14 days of us confirming the claim.
  4. If your order qualified for free delivery and a guarantee refund would take it below the threshold, we do not claw back the delivery cost.

14. What the guarantee does not do

  1. It does not reduce, replace or condition your statutory right of withdrawal in part one.
  2. It does not reduce or replace your rights if a product is faulty, damaged, out of date or not what you ordered. Those are stronger rights and they are covered in part three.
  3. If a condition of the guarantee would ever conflict with a right the law gives you, the law wins and we will apply the law.

Part three — faulty, damaged or wrong items

15. This is not a return, it is a fault

  1. If a product arrives damaged, arrives past or close to its best-before date, is not the product you ordered, or does not match its description, you do not need either of the routes above. You have separate statutory rights and they are better.
  2. Email office@therapiummed.com with your order number, what is wrong, and a photograph if it is visible.
  3. We will replace it or refund it, free of charge. We pay any return postage.
  4. We are liable for a lack of conformity that existed at delivery and shows up within two years. Your full remedies are set out in clause 9 of our Terms and conditions.
  5. Please tell us within a reasonable time of noticing the problem. For a damaged parcel, telling us within a few days helps us claim against the carrier — but it is not a condition of your rights.

16. Questions and complaints

  1. Email office@therapiummed.com, or write to Therapium Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. We do not operate a customer telephone line.
  2. We acknowledge complaints within 3 working days and aim to answer fully within 14 days.
  3. If we cannot resolve it between us, clause 15 of our Terms and conditions explains who else you can go to.