Returns & Refunds

Last updated: June 2026

At One Life Foods, we want you to feel confident when ordering from us. This Returns & Refunds Policy explains how returns, cancellations, refunds, damaged items and incorrect orders are handled.

This policy applies to purchases made directly through onelifefoods.co.uk.

1. Your Right to Cancel

If you are a UK consumer buying online, you usually have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel your order, please contact us within 14 days of receiving your order:

Email: info@onelifefoods.co.uk

Please include:

  • your name;

  • order number;

  • email address used for the order;

  • the item or items you wish to return;

  • the reason for return, if you are happy to provide it.

Once you have told us that you wish to cancel, you then have a further 14 days to return the goods to us.

2. Items That Can Be Returned

To be eligible for a return, items must usually be:

  • unused;

  • unopened;

  • sealed;

  • in their original packaging;

  • in a resaleable condition;

  • returned with proof of purchase.

Please take reasonable care of the goods while they are in your possession.

3. Items That Cannot Be Returned

For health, hygiene and product-safety reasons, we cannot accept returns of sealed goods once they have been opened or unsealed, unless they are faulty.

This may include:

  • food supplements;

  • capsules;

  • tablets;

  • powders;

  • oils;

  • resins;

  • liquids;

  • personal-care products;

  • products with broken seals;

  • products with damaged, opened or missing packaging.

We also cannot accept returns where a product has been used, mixed, consumed, contaminated, damaged after delivery, or stored incorrectly after receipt.

Your statutory rights are not affected.

4. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at:

info@onelifefoods.co.uk

Please include:

  • your order number;

  • a description of the issue;

  • photographs of the item, packaging and delivery box where relevant.

If the item is confirmed to be faulty, damaged or incorrect, we will offer an appropriate remedy. This may include a refund, replacement or store credit, depending on the circumstances and your legal rights.

Please do not dispose of the item or packaging before contacting us, as we may need photographs or further information to investigate the issue with our courier or fulfilment partner.

5. Return Postage

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning the goods to us.

We recommend using a tracked postal or courier service. You are responsible for the returned goods until they reach us.

If a returned item is lost in transit and no proof of delivery is available, we may be unable to process your refund.

6. Refunds

Once we receive and inspect your return, we will confirm whether your refund has been approved.

Where a refund is approved, we will refund the price paid for the returned goods to your original payment method.

Where required by law, we will also refund the standard outbound delivery charge. If you selected a premium or upgraded delivery service, we are only required to refund the cost of our standard delivery option.

Refunds are usually processed within 14 days of us receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier.

Your bank, card provider or payment provider may take additional time to make the funds available.

7. Reduced Refunds

We may reduce your refund if the value of the goods has been reduced because they have been handled beyond what is necessary to inspect them.

For example, we may reduce or refuse a refund where returned goods are opened, used, damaged, missing seals, missing packaging, contaminated, incomplete or not in a resaleable condition.

8. Refused, Uncollected or Returned Parcels

If a parcel is returned to us because delivery was refused, the delivery address was incorrect, the parcel was not collected, or the courier could not complete delivery, we may deduct reasonable return or re-delivery costs from any refund.

If you would like the parcel sent again, an additional delivery charge may apply.

9. Safe Place Deliveries

If you ask the courier to leave your parcel in a safe place, with a neighbour, outside your property or in another unattended location, this is done at your own risk.

Once the courier records the parcel as delivered according to your delivery instructions, responsibility for the parcel passes to you.

One Life Foods cannot be held responsible for loss, theft, weather damage or other issues resulting from safe-place delivery instructions given by the customer.

10. Sale Items, Bundles and Promotions

Sale items, discounted items and promotional purchases are covered by the same statutory rights as full-price items.

If you return part of a bundle or promotional offer, your refund may be adjusted to reflect the discount or offer applied at the time of purchase.

11. How to Start a Return

To start a return, contact:

info@onelifefoods.co.uk

Please include your order number and the item or items you wish to return.

We will then provide return instructions.

Please do not send items back without contacting us first.

12. Your Statutory Rights

Nothing in this policy affects your statutory rights.

You are entitled to goods that are as described, fit for purpose and of satisfactory quality. If goods are faulty, damaged, incorrect or not as described, you may have additional rights under UK consumer law.

13. Contact Us

For returns, refunds or order issues, contact:

Email: info@onelifefoods.co.uk
Website: onelifefoods.co.uk