Returns

Returns Policy

Refunds
We promise to refund any unopened items that you are not completely happy with, within 30 days of receipt, provided the returned items are in an undamaged, unopened, and are in an entirely re-sellable condition & that you have liaised with our Customer Service team on the returns process. Payment will be credited to your original method of payment and you will be notified by email when your refund has been processed. Any returns after 30 days will not be refunded.  The customer is responsible for paying postage. Refunds will be issued to the full value of the product (excluding postage).

Please handle all items with care. Please note that all items must be returned to us unused and sealed within the original packaging. We will be unable to accept the return of any items where these instructions have not been followed.

Incorrect goods/faulty product received
We inspect all products sent before shipping to ensure the highest possible standards, but if for some reason the product you have received is not what your ordered or in some way faulty, please contact orders@freesoul.com immediately quoting your order number and details of the product you wished to purchase and/or stating the problem with the item received and specifying whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Partial Returns of a bundle

If you are partially returning a bundle, you will be refunded an amount that equates to you having paid full price on the items you have kept. For example, if you buy a bundle of 3 proteins, and return 2 proteins, then your refund amount will result in you having paid the full non-bundle price of 1 protein plus shipping.

Order Cancellation
Under the Consumer Contracts Regulations you have the right to cancel your order or any item purchased online from Free Soul, for a full refund.  If you have not yet received your order, please contact orders@freesoul.com as soon as possible to arrange a cancellation before the order is dispatched. All orders can be cancelled anytime prior to it being processed. Once an order is processed, you are notified by an order confirmation email and we are unable to cancel/amend it at this late stage. All subscribing customers are notified 3 days prior to the subscription renewal so they have enough time to make any amendments. All order cancellations must be made in writing, quoting your order reference number, within 14 days starting the day after you receive your order. If your order has been already been processed and dispatched to you, it will be necessary for you to return the goods following our standard return procedures detailed above.

How to make a return

1. Email returns@freesoul.com to receive a returns form

2. Package your items carefully - include your completed returns form within the package and fix your return label securely to your package

3. Post your returns at your nearest post office. Please remember to ask your Post Office for a posting certificate and keep this for reference. Without this, we cannot refund any money if we do not receive your parcel.

Please allow up to 30 days from the day the parcel is posted for your refund to be processed. We will email you with confirmation once we have received your parcel and your refund has been completed.