Returns and refunds

Changed your mind? You can return unused, unopened items within 30 days. Here's how it works.

Last updated

At a glance

  • 30 days

    To ask for a return, from the day your order arrives.

  • Unopened items

    For hygiene reasons, opened items can only come back if faulty.

  • Ask us first

    Tell us before you send anything back.

  • Refund in 10 working days

    To your original payment method.

What you can return

You have 30 days from the day you receive your order to ask for a return. Items must be unused, unopened and in their original packaging, with proof of purchase.

Items sent back without asking us first cannot be accepted.

Opened products

For hygiene reasons, products that have been opened or used cannot be returned, unless they arrived damaged, faulty or not what you ordered. Sale items and gift cards cannot be returned.

How to return something

Three simple steps:

  1. Ask

    email cs@not-yet.co.uk with your order number and the items you would like to return.

  2. Send

    once we have agreed the return, post it to Matrix Health Group, Gladden House, Gladden Place, Skelmersdale, WN8 9SX.

  3. Refund

    when your return arrives and has been checked, we refund your original payment method within 10 working days.

Return postage

Return postage is paid by you, unless the item arrived damaged, faulty or not what you ordered. We recommend a tracked service, as we cannot refund items that do not reach us.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, contact us straight away with your order number and a photo. We will put it right, and you will not pay for the return.

Exchanges

We do not swap items directly. Return the item for a refund and place a new order.

Your legal rights

This policy is in addition to your statutory rights, including your rights under the Consumer Rights Act 2015 if an item is faulty. It does not affect them.

If more than 15 working days have passed since we agreed your return and you have not received your refund, please contact us.

Common questions

How long does a refund take?

Once your return reaches us and has been checked, we refund your original payment method within 10 working days.

Can I return an opened product?

Only if it arrived damaged, faulty or not what you ordered. For hygiene reasons, opened or used products cannot otherwise be returned.

Who pays for return postage?

You do, unless the item arrived damaged, faulty or not what you ordered.

Can I swap for a different product?

We do not do direct exchanges. Return the item for a refund and place a new order.