Refund & Returns Policy

We want every purchase from Reefphyto to be a positive experience. Due to the nature of our products, including perishable, frozen, dry and digital goods, different return conditions apply. This policy operates alongside your statutory rights under UK consumer law and does not affect them.

Return authorisation

Contact us by email or phone before returning an item so we can confirm eligibility and provide return instructions. Do not send an item back until we have authorised the return.

Unless an item is faulty, incorrect or misdescribed, the customer is responsible for return postage.

Perishable goods

We cannot accept change-of-mind returns of perishable goods because they have a limited shelf life. Your statutory rights still apply if an item is faulty, damaged or not as described. If there is a problem with your order, contact us as soon as possible.

  • Dead on arrival (DOA) claims must be reported on the day of delivery.
  • Photographs are required for physical damage, such as crushed, leaking or damaged packaging.
  • A short video is required for perishable biological goods because a still photograph cannot show whether the contents remain viable.
  • Take all DOA evidence while the product remains in its original, unopened packaging, exactly as it arrived.
  • Do not open, decant, pour, transfer or acclimatise the product before capturing the required evidence.
  • Contact us before opening or acclimatising perishable goods if you suspect a problem.
  • Physical returns of perishable goods are required only if we explicitly request them.

Perishable goods that deteriorate because of missed delivery, redirection, forwarding services, customer unavailability or delays outside our control are not eligible for a change-of-mind refund or replacement.

Frozen goods

We cannot accept change-of-mind returns of frozen goods because they are perishable. Your statutory rights still apply if an item is faulty, damaged or not as described. Partial or full thawing during transit does not constitute a fault if the item is safe to refreeze immediately on delivery.

Dry goods

  • Tell us within 14 days of delivery if you want to cancel your order.
  • Return the item within 14 days after telling us that you want to cancel.
  • You may inspect the item as you would in a shop. We may deduct an amount for diminished value if it has been handled beyond what is necessary to establish its nature, characteristics and operation.
  • Return the item with its original packaging where reasonably possible.
  • You are responsible for return postage unless the item is faulty, incorrect or misdescribed.
  • We do not charge a handling or restocking fee for a valid cancellation.

Digital products (eBooks and downloadable guides)

Digital products are non-refundable once access or downloading has begun, where you have expressly agreed to immediate delivery and acknowledged that the right to cancel is lost. If a technical issue prevents access, contact care@reefphyto.co.uk and we will resolve it.

Refund eligibility

  • Faulty, incorrect or misdescribed goods will be refunded in accordance with your statutory rights, including reasonable return postage where applicable.
  • Custom or specially ordered items cannot be returned for a change of mind unless a statutory right applies.
  • For a valid cancellation of a complete dry-goods order, we will refund the standard outbound delivery charge. Any additional cost for an enhanced delivery service is not refundable.
  • We do not deduct card-processing or payment-processing fees from a refund required by law.

Refund processing

We will issue a refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever occurs first. Approved DOA refunds that do not require a return are normally processed within 3 working days. Refunds use the original payment method. Your bank may take 5 to 7 working days to show the funds.

Order cancellations

Contact us as soon as possible if you want to cancel before dispatch. For non-perishable dry goods, you can also exercise your cancellation right by notifying us within 14 days after delivery. Change-of-mind cancellation does not apply to perishable or frozen goods once dispatched, or to digital content after access begins where the required consent and acknowledgement were given.

Delivery and non-delivery

Standard delivery (Royal Mail)

Report delayed or missing deliveries promptly. Royal Mail may require up to 15 working days before classifying an item as lost, but this does not affect your statutory rights.

Courier service

If a courier order does not arrive on the expected delivery date, notify us by 6:00 PM that day. Prompt notice helps us investigate perishable deliveries. This does not affect your statutory rights.

Orders placed by an assistant

If you use an AI assistant, browser agent or other automated tool to place an order, this policy applies as if you had placed the order yourself.

Policy updates

We may amend this policy. Changes apply to orders placed after publication.

Need help?

Email care@reefphyto.co.uk or call 01267 611533.