Refund Policy

We have a 30-day return policy, which means you have 30 days after the date of dispatch to request a return. We want you to be completely satisfied with your purchase, and we will do everything we can to resolve any issues you may experience with your order. Our team reviews all return requests individually and we aim to process each case as fairly and efficiently as possible.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with the original seal intact, and in its original packaging. You will also need the receipt or proof of purchase. We reserve the right to assess the condition of any returned item prior to approving a refund, and items that do not meet these conditions may be returned to the customer or subject to a partial refund at our discretion. The 30-day return window commences from the date of dispatch as confirmed by our shipping provider, not the date of delivery. Where delivery is delayed due to circumstances outside our control the return window is not extended. For the avoidance of doubt, the 30-day return policy applies exclusively to full-price orders placed outside of any promotional or trial offer. Orders placed under a free trial, discounted trial, or any other promotional offer are governed solely by the terms set out further below and are not eligible under the standard return policy.

To start a return, you can contact us at website@mojohealth.net

Please note that returns will need to be sent to the following address: International House, 776-778 Barking Road, Barking, London E13 9PJ, United Kingdom

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We strongly recommend retaining proof of postage for any items sent to us, as we are unable to accept responsibility for items lost or damaged in transit during the return process.

You can always contact us for any return question at website@mojohealth.net. We aim to respond to all enquiries within 2 business days.

2. Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We ask that you provide photographic evidence of any damage or defect where possible, as this allows us to resolve the matter more efficiently. Failure to notify us within a reasonable time of receiving a damaged or incorrect item may affect your eligibility for a replacement or refund. [2.2] We are not liable for non-delivery where the customer has provided an incorrect or incomplete delivery address. [2.3] Where tracked delivery confirms successful delivery to the address provided at checkout, the order is considered fulfilled and no refund or replacement will be issued on grounds of non-receipt. [2.4] We are not liable for change of mind after dispatch.

3. United Kingdom and European Union 14-day cancellation right
Notwithstanding the above, where the merchandise is being shipped within the United Kingdom (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) or into the European Union, you have the right to cancel your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unopened and unused, with the original seal intact, and in its original packaging. You will also need the receipt or proof of purchase. [3.2] As permitted under the above Regulations and applicable EU consumer protection legislation, this right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons where those goods have been unsealed after delivery; all dietary supplement products supplied by us fall within this exemption, and the right to cancel is lost once the original seal is broken. [3.3] Where a cancellation right applies, it does not extend to subscription charges taken after the initial 14-day window has elapsed, and the customer remains bound by the subscription terms in respect of all subsequent charges.

4. Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. [4.2] If more than 15 business days have passed since we approved your return, please contact us at website@mojohealth.net. [4.3] We reserve the right to issue refunds in the form of store credit at our discretion where a cash refund is not required by law. [4.4] Refunds are only available on eligible full-price orders as defined in these terms. [4.5] No refund will be issued in respect of any trial order, trial-originated subscription charge, or any charge falling within the minimum commitment period of a subscription plan.

[4.6] We do not offer exchanges on any order. All sales are final subject to the return eligibility criteria set out in these terms. [4.7] Active subscription customers may request a product swap at any time by contacting us at website@mojohealth.net. A product swap does not reset, pause, or otherwise affect the existing billing cycle or minimum commitment period and does not constitute a cancellation. The customer remains liable for all charges due under the subscription agreement regardless of whether a product swap has been requested or fulfilled.

[4.8] Where a customer holds an active subscription, we reserve the right to adjust scheduled renewal billing dates by up to 7 days before or after the stated renewal date. Such adjustments may occur due to payment processing requirements, public holidays, system maintenance, or other operational reasons. [4.9] Customers remain responsible for ensuring their payment method is valid and sufficiently funded throughout their subscription period. We accept no liability for consequential costs, bank charges, or other losses arising from a failed payment due to insufficient funds or an expired payment method. [4.10] Subscription plans are offered as a convenience and we reserve the right to modify, suspend, or discontinue any subscription plan at any time with reasonable notice. Continued use of a subscription following any such modification constitutes acceptance of the revised terms. We shall not be liable to you or any third party for any modification, suspension, or discontinuation of subscription services.

[4.11] From time to time, promotional offers including free or discounted trial periods may be made available at our discretion. [4.12] Where a trial offer is accepted, the customer acknowledges that the trial constitutes a promotional incentive and not a standard purchase, and that acceptance of the trial offer constitutes express and informed consent to the full subscription terms disclosed at the point of purchase. [4.13] Where the subscription terms have been clearly disclosed at the point of purchase, the customer's failure to read or retain those terms does not in itself constitute grounds for a refund. [4.14] Promotional trials are provided on the basis that the customer intends to evaluate the product for continued use. [4.15] The cost of shipping and handling associated with any trial order is non-refundable, save where a refund of delivery costs is required by law. Shipping costs represent a fulfilled third-party service and are excluded from any refund entitlement to the fullest extent permitted. [4.16] Any trial product for which a dispatch or shipping confirmation has been issued is considered fulfilled and is not eligible for return, refund, or cancellation regardless of whether the item has been opened, consumed, or received by the customer. [4.17] Trial orders are not covered by our standard 30-day return policy under any circumstances.

[4.18] The transition of a trial order into a paid subscription does not alter the non-refundable status of any charge taken under that subscription. [4.19] Each charge taken following a trial, including the first full-price charge and all subsequent recurring charges within the minimum commitment period, is considered a fulfilment of the subscription agreement entered into at the point of trial acceptance. [4.20] No charge taken under a subscription originating from a trial offer is eligible for refund, reversal, or credit on grounds of change of mind, dissatisfaction, non-use, or unawareness of the subscription terms. [4.21] The customer's decision to cease using the product does not constitute grounds for a refund of any charge already processed. [4.22] Where a subscription has been active and charges have been taken, the existence of those charges confirms the customer's continued participation in and acceptance of the subscription agreement at each billing interval. [4.23] Where a trial period transitions into a paid subscription, the customer acknowledges they are entering into a binding subscription agreement that includes a minimum billing period comprising three full-price charges, after which the subscription continues on a recurring basis until the customer cancels in accordance with the cancellation process set out in these terms. [4.24] No refund, credit, or waiver shall be issued in respect of any charges that fall within the minimum commitment period, including where the customer claims non-use, dissatisfaction, or unawareness of the subscription terms.

[4.25] A customer who wishes to avoid future charges must follow the cancellation process set out in these terms before the next scheduled billing date. [4.26] Cancellation requests are only valid when submitted through the designated cancellation process via the customer account portal. [4.27] Cancellation requests made through any other channel including social media, live chat, or third party platforms do not constitute a valid cancellation and the customer remains liable for all charges until a valid cancellation is confirmed in writing by us. [4.28] Cancellation of a subscription does not entitle the customer to a refund of any charge already processed, including the most recent charge taken immediately prior to the cancellation request being received. [4.29] We reserve the right to fulfil any order for which payment has already been collected prior to a cancellation request being received and confirmed, and such fulfilment does not obligate us to issue a refund. [4.30] No refund shall be issued where a subscription charge has been processed and the associated product has been dispatched, regardless of whether the customer has received, opened, or consumed the product.

[4.31] We actively monitor for patterns consistent with trial abuse, friendly fraud, household fraud, and chargeback fraud, including but not limited to repeated trial purchases across multiple accounts, addresses, payment methods, or devices, the disputed authorisation of transactions on the basis that a household member placed the order, the acceptance of a promotional trial offer with no genuine intention of continuing as a paying subscriber, and the initiation of payment disputes or chargebacks following fulfilment of a valid order. [4.32] Household fraud, being the disputed authorisation of a transaction on the basis that another member of the account holder's household placed the order, is considered a form of friendly fraud under these terms. [4.33] Trial fraud, being the acceptance of a promotional trial offer with no genuine intention of continuing as a paying subscriber or with the intention of disputing charges following fulfilment, is similarly considered a form of friendly fraud. [4.34] Chargeback fraud, being the initiation of a payment dispute or reversal in bad faith where a valid subscription agreement, fulfilled order, and dispatch confirmation exists, is considered a serious matter, and where we identify evidence of such fraud we may report the matter to the relevant UK fraud prevention agencies. [4.35] Where any such abuse or fraud is identified we reserve the right to cancel any active subscription without notice, refuse future orders, recover the full retail value of all products dispatched including shipping costs, and report the matter and all associated customer data to Action Fraud, the National Fraud Intelligence Bureau, the Cifas National Fraud Database, and any other relevant UK fraud prevention agencies and law enforcement authorities. [4.36] A report to Cifas may result in a fraud marker being recorded against the customer's details, which may affect their ability to obtain credit or financial services in the future. [4.37] Where a pattern of fraud is identified across multiple transactions or accounts linked to the same individual, household, device, or payment method, we reserve the right to pursue recovery for all associated transactions collectively and to report all linked accounts and transactions to the relevant authorities. [4.38] The customer acknowledges that we take all forms of fraud seriously and that reports to UK fraud prevention agencies including Action Fraud and Cifas are made where fraudulent activity is identified.

[4.39] Where a customer initiates a chargeback, payment dispute, or reversal request with their bank or payment provider without first contacting us directly to resolve the matter, we reserve the right to recover the full retail value of all products dispatched including the trial product, any subsequent subscription fulfilments, and all costs incurred in disputing the chargeback. [4.40] We reserve the right to submit to the relevant payment processor or financial institution all available evidence including but not limited to the agreed trial and subscription terms, checkout consent records, order confirmation, dispatch and delivery confirmation, payment history, IP address records, device fingerprint data, and all available communication records. [4.41] The customer acknowledges that initiating a chargeback in bad faith where a valid subscription agreement exists may constitute fraudulent misrepresentation and we reserve the right to pursue recovery through all available legal channels including civil proceedings. [4.42] Where a customer's bank or card issuer initiates a dispute or reversal on the customer's behalf, the customer remains personally liable for any amounts owed under the subscription agreement. [4.43] Resolution of a dispute in the customer's favour by a payment provider does not constitute acceptance of that outcome by us and we reserve the right to pursue recovery of those amounts through alternative means.

[4.44] By completing a purchase on this website the customer confirms they have read, understood, and agreed to these terms in full, including all subscription and trial conditions. [4.45] The act of completing checkout constitutes acceptance of these terms, which are made available to the customer at the point of purchase. [4.46] Where a payment is authenticated via 3D Secure or equivalent cardholder verification, such authentication constitutes additional confirmation of the customer's identity and their agreement to the transaction and all associated terms. [4.47] We reserve the right to retain records of checkout consent, payment authentication, IP address, device data, and order confirmation for the purposes of dispute resolution. [4.48] Where a purchase is made using a device, account, or payment method belonging to or accessible by another member of the customer's household, the account holder remains solely liable for the purchase and all associated subscription charges. [4.49] It is the account holder's responsibility to ensure that their payment details, account credentials, and devices are kept secure at all times. [4.50] The account holder is responsible for purchases made using their registered payment method, account credentials, or device, and we may rely on the use of those details as an indication that the transaction was authorised. [4.51] Where a purchase was made using the account holder's registered payment method, delivery address, or account credentials, we reserve the right to treat the transaction as authorised for the purposes of our own records and to submit evidence of this to the relevant payment processor. [4.52] We reserve the right to submit device, IP address, and session data as evidence that the transaction originated from a device or network associated with the account holder's household.

[4.53] We shall not be liable for any failure or delay in fulfilling an order where such failure arises from circumstances beyond our reasonable control including but not limited to carrier delays, customs holds, supply chain disruption, or acts of God. [4.54] Such delays do not entitle the customer to a refund where the order has been dispatched. [4.55] To the fullest extent permitted by applicable law, we exclude all liability for indirect, consequential, incidental, or punitive losses arising from the use or inability to use our products or services, including but not limited to losses arising from a customer's decision to trial a product and subsequently cancel, dispute, or fail to engage with the cancellation process in good faith. [4.56] Nothing in these terms affects any statutory rights the customer may have under applicable consumer protection legislation. [4.57] In certain circumstances, and entirely at our discretion, we may offer a courtesy early cancellation outside of the standard cancellation process set out in these terms. Any such courtesy cancellation is a unilateral goodwill gesture and does not constitute a waiver, release, or satisfaction of any charges already processed, accrued, or due under the subscription agreement or minimum commitment period. The granting of a courtesy early cancellation does not affect, diminish, or extinguish any rights we hold under these terms or at law, and all previously collected charges remain valid, authorised, and non-refundable. A courtesy early cancellation shall not be construed as an admission of liability, an acknowledgement of any dispute raised by the customer, a concession as to the validity of any chargeback or reversal request, or a precedent binding us in any future case. Where a customer has been granted a courtesy early cancellation and subsequently initiates or maintains a chargeback, payment dispute, or reversal with their bank or payment provider in respect of any charge covered by the subscription agreement, such action constitutes a breach of the goodwill basis on which the courtesy cancellation was granted. In those circumstances we reserve the right to withdraw the courtesy cancellation, reinstate the subscription agreement, pursue recovery of all outstanding minimum commitment charges in full, and submit all available evidence to the relevant payment processor including the record of courtesy cancellation as confirmation that the customer acknowledged the validity of the subscription. The customer's acceptance of a courtesy early cancellation constitutes acknowledgement that the subscription was validly entered into, that all charges processed to the date of cancellation were authorised and correctly taken, and that no grounds exist for any chargeback, reversal, or dispute in respect of those charges. [4.58] Where any refund, reversal, reimbursement, chargeback recovery, outstanding subscription balance, or other amount due to us cannot be recovered in full from the customer's payment method due to insufficient funds, payment restrictions, expired card details, partial authorisation, banking limitations, or payment processing errors, we reserve the right to recover and retain any partial amount successfully processed or collected. Any unrecovered balance shall remain immediately due and payable by the customer until satisfied in full.

[4.59] To the fullest extent permitted by applicable law, and save in respect of any statutory right the customer may exercise in good faith, the customer agrees to indemnify and hold us harmless against all losses, costs, liabilities, and expenses (including the full retail value of all trial and subscription products dispatched, shipping and handling costs, chargeback and representment fees, payment processor penalties, and reasonable legal and administrative costs) arising from or in connection with: (a) the customer's breach of these terms; (b) any chargeback, payment dispute, or reversal initiated in bad faith where a valid trial or subscription agreement, fulfilled order, and dispatch confirmation exists; (c) any fraudulent misrepresentation, trial fraud, household fraud, or chargeback fraud as defined in these terms; and (d) any claim of unauthorised use subsequently shown to relate to a transaction authorised by the account holder or a person permitted to use the account holder's payment method, device, or credentials. [4.60] This indemnity is in addition to and not in substitution for any other right or remedy available to us, survives termination or cancellation of the subscription agreement, and does not apply to the extent that a loss arises from our own negligence or wilful default or from the customer's exercise of a non-excludable statutory right. [4.61] Nothing in this clause or these terms operates to exclude or limit the customer's statutory rights under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, to the extent such rights cannot lawfully be excluded.