Last updated 27 May 2026. Version 2.0.
This page covers how we ship your order, how long it takes, your statutory cancellation right, your statutory consumer rights, our returns process, and how the Pregnancy Refund Offer fits alongside those rights.
1. UK shipping
- Standard delivery (Free): 2–5 business days from dispatch. No minimum order.
- Express delivery: where available, displayed at checkout with the cost and the estimated delivery date.
- Dispatch: orders received before 12.00pm typically go out the same business day; later orders dispatch the next business day.
2. International shipping
We ship to most international destinations. Shipping costs and delivery times vary by country and are shown at checkout before you confirm the order.
- Delivery times are typically 5–14 business days, depending on the destination.
- Customs duties and import taxes are the responsibility of the customer. Where a destination country charges these, the carrier will contact you before delivery.
- Order tracking: you receive an email with a tracking link when your order is dispatched.
3. Tracking your order
You receive an order confirmation email when you place an order, and a dispatch email with a tracking link when we send the goods. If you do not receive a dispatch email within three business days of placing the order, email customerservice@fertility-smart.net with your order number.
If a tracked order does not arrive by the expected delivery date, contact us and we will investigate with the carrier. We typically need to wait 10 working days from dispatch before raising a non-arrival claim with the carrier.
4. Your 14-day statutory cancellation right (Consumer Contracts Regulations 2013)
Because you bought from us at distance (online), you have a statutory right to cancel your order without giving a reason. This right is in addition to any other right or remedy.
- Cancellation period: 14 days from the day you receive the goods.
- How to cancel: tell us in writing, email customerservice@fertility-smart.net with your order number.
- Return the goods: send the goods back within 14 days of telling us you wish to cancel.
- Cost of return: you pay the cost of returning the goods.
- Refund: we refund you within 14 days of receiving the returned goods (or, if earlier, from when you provide evidence you have returned them). Refunds are processed to the original payment method.
- Refund of delivery cost: we refund the standard delivery cost you paid when you placed the order. If you chose a premium delivery option, we refund only the equivalent standard delivery cost.
- Opened bottles: supplements are not covered by the “sealed for hygiene” exemption. You may return opened bottles within the 14-day cooling-off period; we may make a reduction proportionate to any handling beyond what is needed to inspect the goods.
5. Your consumer rights if there is something wrong with the goods (Consumer Rights Act 2015)
UK law requires the goods we sell to be of satisfactory quality, as described, and fit for purpose. If goods do not meet these standards:
- 0–30 days from delivery: short-term right to reject, full refund.
- 30 days to 6 months: right to repair or replacement; if that is not possible, a refund.
- 6 months to 6 years: same remedies, with the burden of proof on you to show the fault existed at the point of sale.
If your goods arrive damaged or are not what you ordered, contact us. We pay the return shipping for goods that are not as described, faulty, or damaged in transit.
6. The Pregnancy Refund Offer
If you become pregnant before finishing a 3 month or 6 month supply, you can claim a refund on the unopened, unused bottles under our Pregnancy Refund Offer.
- The Pregnancy Refund Offer is a refund policy on unused product. It is not a guarantee of conception.
- The offer is in addition to, and does not replace, your statutory cancellation right under the Consumer Contracts Regulations 2013 or your rights under the Consumer Rights Act 2015.
- See the Pregnancy Refund Offer page for the full qualifying conditions and step-by-step claim process.
7. How to return an order, step by step
- Email customer service. Send your order number and a brief note of why you want to return to customerservice@fertility-smart.net. We reply within one business day with the return address and any return reference.
- Pack the goods. Where possible, use the original packaging. Write the return reference on the outside of the package.
- Send the package. Use a trackable service. We recommend obtaining proof of posting. The cost of return is your responsibility, except where the goods were faulty, damaged in transit, or not as described.
- We receive and check the goods. We aim to process returns within 3 business days of receipt.
- You receive the refund. We refund to the original payment method within the statutory 14-day deadline (typically much sooner). For Pregnancy Refund Offer claims, refunds are typically processed within 5 business days of receipt.
8. Promotional purchases
From time to time we run promotions (multi-buy, percentage-off, free-with-purchase). The promotion-specific rules are stated at the point of running the promotion. Promotional rules do not override your statutory rights, if a product bought on promotion is faulty, not as described, or not fit for purpose, your full statutory remedies under the Consumer Rights Act 2015 still apply, and you keep your 14-day statutory cancellation right under the Consumer Contracts Regulations 2013.
9. International returns
If you bought from outside the UK, the steps above apply. International return shipping costs are your responsibility (except for faulty, damaged-in-transit, or wrongly-supplied goods). We recommend declaring the return as “Returned goods” on customs paperwork to avoid duties on re-entry to the UK.
10. How to contact us
- Email: customerservice@fertility-smart.net
- Post: Customer Service, Cognitive Bioscience Ltd, 1 Coldbath Square, London EC1R 5HL, United Kingdom
For the full terms and conditions of sale, see our Terms and Conditions. For data handling, see our Privacy Policy. For frequently asked questions, see our Questions page.
