Refund policy

Refunds and replacements

We offer an optional quick-resolution courtesy service in addition to your legal rights. You may ask us to assess a claim under your legal rights whether or not you qualify for that courtesy service.

1. Quick resolution: no return needed. For a damaged, wrong or incomplete delivery, or a quality problem, request our quick-resolution courtesy within 30 days of delivery at support@freshfield.life with your order number, a photo and the bottle's lot number. For an order that has not arrived, contact us within 30 days of its expected delivery date with your order number; send a photo or lot number only if you have one. If we approve your quick-resolution courtesy request without requiring a return, you can choose a replacement or a refund and keep the product. This is a courtesy service we offer on top of your legal rights.

• Missing orders: we check tracking and investigate delivery. A tracking scan alone does not decide your rights.
• Quality problems can include a broken seal, expired product, a mismatch with the label or another problem with the product. Tell us what happened. We review taste and preference concerns case by case.
• Repeated claims: for a new quick-resolution courtesy request from an account with repeated claims, we may ask for more information or a return at our cost, or decline that additional courtesy after reviewing the request. We will not change the terms of a courtesy already granted. We assess every legal-rights claim on its facts, regardless of earlier claims.

2. Your legal rights. If you are later than 30 days, can't send a photo or lot number, or prefer to rely on your rights under consumer law, contact us anyway. We assess every legal-rights claim on its facts. If a return is needed, we will explain how and cover costs where the law requires it.

UK customers. You can cancel a qualifying online goods purchase within 14 days after receipt by clearly telling us at support@freshfield.life. For a regular-delivery contract, the legal period may run from the first delivery. We will give return instructions. The cancellation right may end for sealed goods unsuitable for return for health or hygiene reasons if unsealed after delivery. Faulty-goods rights remain. You can use our model cancellation form, but you do not have to.

Forgotten subscription order. Once per customer, we also offer a courtesy refund for an unopened subscription order if you email support@freshfield.life within 7 days of the charge. You can keep that order. This extra offer does not limit cancellation, delivery or faulty-goods rights.

How refunds are paid. Refunds go back to your original payment method.

These service windows and conditions do not limit any remedy or cancellation right you have under applicable consumer law.