Refund policy
Last Updated: 26 August 2026
This policy forms part of our Terms & Conditions and applies to all orders placed through heldhealth.co, operated by Indigo Rock ltd registered in England & Wales, company number 12303058 registered office: 167-169, Great Portland Street, London, England, W1W 5PF. It sets out your rights when you buy from us and how to exercise them.
1. Your right to cancel (14-day cooling-off period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason, without giving a reason, within 14 days of receiving your goods.
To cancel, you must tell us clearly — by info@heldhealth.co or using our online returns form— within 14 days of delivery. You do not need to have received the goods to cancel; you can cancel any time from the moment you place your order up to 14 days after delivery.
Once you've told us you want to cancel, you then have a further 14 days to send the goods back to us.
2. Important exception for supplements: sealed goods
Because our products are consumed and relate to health, this cooling-off right does not apply once a product's seal has been broken, in line with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, which excludes the right to cancel for:
"goods which are sealed for health protection or hygiene purposes, once these have been unsealed after delivery."
In practice this means:
Unopened, sealed products in their original condition can be returned within the 14-day cooling-off period for a full refund.
Opened or unsealed products (i.e. the tub, bottle, or pouch seal has been broken) cannot be returned under the cooling-off right, unless the product is faulty, damaged, or not as described (see Section 5).
We tell you this clearly at checkout and on our product pages, as required by law — this isn't a way of avoiding your rights, it's a health and safety exclusion recognised in the regulations themselves.
3. Condition of returned goods
To get a full refund on a cancelled order, goods must be:
- Unopened, with seals intact
- In their original packaging where possible
- Unused and in the same condition you received them
We may make a deduction from your refund if the value of the goods has been reduced as a result of unnecessary handling by you beyond what's needed to establish the nature, characteristics, and functioning of the goods.
4. How to return an item
Email info@heldhealth.co or use our online returns form with your order number and the item(s) you wish to return, within 14 days of delivery.
We'll confirm your return and provide instructions/a returns address.
Send the item back to us within 14 days of telling us you want to cancel. You are responsible for the cost of return postage, unless the item is faulty, damaged, or incorrect (see Section 5), or we state otherwise.
We recommend using a tracked service, as we cannot issue a refund for items lost in transit back to us.
5. Faulty, damaged, or incorrect items
Separately from the cooling-off right above, your rights under the Consumer Rights Act 2015 always apply — including to opened products. If an item you receive is faulty, damaged in transit, expired, or not what you ordered:
Within 30 days of delivery: you're entitled to a full refund, no matter whether the product has been opened.
After 30 days (up to 6 months): you're entitled to a free repair or replacement; if that's not possible, a refund.
To report a faulty, damaged, or incorrect item, contact info@heldheatlh.co with your order number, a description of the issue, and photos where relevant. We will cover return postage costs for confirmed faulty, damaged, or incorrect items and issue a full refund or replacement, at your choice.
This does not affect your statutory rights, which cannot be excluded or limited by this policy.
6. Refund
Once we've received your returned item (or, for faulty items, confirmed the issue), we will process your refund within 14 days. Refunds are issued to your original payment method. We will refund the standard delivery cost you paid, but not any express/premium delivery upgrade, unless the return is due to our error or a fault.
7. Non-returnable items
The following cannot be returned under the 14-day cooling-off right (Section 1), except where the item is faulty, damaged, incorrect, or not as described — in which case Section 5 always applies, regardless of the exclusions below:
- Opened/unsealed supplement products (see Section 2)
- Gift cards or promotional vouchers
- Items marked as final sale/clearance at the time of purchase
Note on expired stock: If a product you receive from us is already past its best-before or expiry date at the point of delivery, this is treated as a faulty/incorrect item under Section 5 — you are entitled to a full refund or replacement regardless of whether the item has been opened. The exclusions above only apply to products that were correctly supplied and in-date.
8. Subscriptions
Subscription orders can be cancelled at any time before your next billing date you’re your account with HELD .Cancelling stops future shipments; it does not retroactively refund shipments already dispatched, which follow the standard policy above.
9. Contact us
If you have any questions about a return, refund, or cancellation, contact us at:
Email: info@heldhealth.co
Post: Indigo Rock ltd, 167-169, Great Portland Street, London, England, W1W 5PF.
This policy does not affect your statutory rights under UK consumer law.