Refund policy

Last updated: 17 June 2026

We hope you are happy with your Creatonics purchase. This Policy explains how to cancel an Order, return a Product, request a refund or manage a Subscription.

This Policy applies to Orders placed through creatonics.com and should be read alongside our Terms and Conditions.

Nothing in this Policy affects your statutory rights.

1. Cancelling an Order before dispatch

Please contact us as soon as possible at hello@creatonics.com if you wish to cancel or change an Order.

We will try to accommodate your request, but we cannot guarantee that an Order can be changed or cancelled once it has entered processing or been dispatched.

If we cancel an Order before dispatch, any payment taken for the cancelled Products will be refunded to your original payment method.

If the Order has already been dispatched, you may need to return it under the process below.

2. Your right to change your mind

For most Products purchased online, you have the right to cancel your Order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day on which you, or someone nominated by you, receives the Products.

If an Order contains multiple Products delivered separately, the cancellation period ends 14 days after you receive the final Product.

To cancel, email hello@creatonics.com with:

  • your name;

  • your Order number;

  • the Products you wish to return; and

  • a clear statement that you wish to cancel the Order.

You must return the Products within 14 days after telling us that you wish to cancel.

3. Return conditions

To receive a full change-of-mind refund, Products should be:

  • unused;

  • unopened and with any seal intact;

  • in their original packaging; and

  • in a condition suitable for resale.

For health-protection and hygiene reasons, we cannot accept a change-of-mind return of a sealed food supplement once it has been opened or unsealed, where the statutory exclusion applies.

You may inspect Products in the same way that you reasonably could in a shop. We may reduce your refund if unnecessary handling has reduced the value of the Products.

These restrictions do not apply where a Product is faulty, damaged, unsafe, incorrectly supplied or not as described.

4. How to make a return

Before returning a Product, email hello@creatonics.com to request return instructions.

Unless we tell you otherwise, authorised returns should be sent to:

Creatonics
14 High Street
Frome
BA11 1ER
United Kingdom

Please include your Order number or sufficient information for us to identify your return.

Products must be securely packaged. We recommend obtaining proof of postage and keeping it until your return has been processed.

Returns sent without sufficient information may take longer to process.

5. Return postage

You are responsible for the cost of returning a Product where you have changed your mind.

We will pay or reimburse reasonable return costs where:

  • the Product is faulty or damaged;

  • you received the wrong Product;

  • the Product was materially not as described; or

  • we are otherwise legally required to do so.

Please contact us before returning a faulty or incorrect Product so that we can provide appropriate instructions.

6. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

For a valid cancellation, we will refund:

  • the price paid for the returned Products; and

  • the cost of our least expensive standard delivery option, where you paid an outbound delivery charge.

If you chose an enhanced or express delivery option, we are not required to refund the additional amount above our standard delivery charge.

We may withhold the refund until:

  • we receive the returned Products; or

  • you provide evidence that you have returned them,

whichever occurs first.

Approved refunds will be made to the original payment method within 14 days after we receive the returned Products or satisfactory evidence that they were returned.

Your bank or payment provider may take additional time to show the refund in your account.

7. Faulty, damaged or incorrect Products

Please inspect your Order after delivery.

Contact hello@creatonics.com as soon as reasonably possible if a Product:

  • arrives damaged;

  • is faulty or unsafe;

  • is not as described;

  • is missing from your Order; or

  • is different from the Product you ordered.

Please provide:

  • your Order number;

  • a description of the problem;

  • photographs where relevant; and

  • the Product batch number where available.

Depending on the circumstances and your legal rights, we may offer:

  • a refund;

  • a replacement;

  • a repair where appropriate; or

  • another suitable remedy.

Consumers normally have a short-term right to reject faulty goods within 30 days of receiving them. Additional rights may continue after that period.

Do not dispose of a faulty or damaged Product unless we confirm that you may do so, as we may need photographs, batch information or the Product itself to investigate the issue.

8. Bundles, discounts and promotional gifts

If you return only part of a discounted bundle, your refund will reflect the discount allocated to the returned Products at the time of purchase, unless the relevant offer terms state otherwise.

If a free gift was provided subject to a minimum spend and your return takes the retained Order below that minimum spend, we may:

  • require the unopened gift to be returned; or

  • deduct its stated value from your refund,

where this was disclosed as part of the promotion and is permitted by law.

Discount codes and promotional offers have no cash value and will not be refunded separately.

9. Exchanges

We do not currently offer direct exchanges.

To obtain a different Product, please return the eligible Product for a refund and place a new Order through the Website.

Your statutory rights in relation to faulty or incorrectly supplied Products are not affected.

10. Subscription cancellations

There is no minimum Subscription term.

You may cancel, pause, skip or amend your Subscription:

  • through the Subscription-management facility in your Account; or

  • by emailing hello@creatonics.com.

We will normally email you a renewal reminder three days before your next scheduled payment.

You must make any Subscription change before the relevant payment is taken to avoid being charged for the next Order.

Cancelling a Subscription stops future recurring Orders. It does not automatically cancel or refund an Order that has already been charged, processed or dispatched.

If you contact us after payment but before dispatch, we will try to cancel the Order, but we cannot guarantee that this will be possible.

Once a Subscription Order has been dispatched, the ordinary cancellation and returns rules in this Policy apply.

11. Orders cancelled by Creatonics

We may cancel an Order where, for example:

  • a Product is unavailable;

  • payment cannot be authorised;

  • there is an obvious pricing or Product-information error;

  • we cannot deliver to the address provided; or

  • we reasonably suspect fraud or misuse.

If we cancel an Order after taking payment, we will refund the amount paid for the cancelled Products to your original payment method.

12. Contact us

Questions about cancellations, returns or refunds should be sent to:

Creatonics Ltd

Email: hello@creatonics.com

Registered office:
Bristol Office Hub
195–197 Whiteladies Road
Bristol
England
BS8 2SB

Company registration number: 16756725

Please do not send returns to our registered office. Authorised returns should be sent to the return address provided in section 4.

© 2026 Creatonics Ltd. All rights reserved.