Refund policy

Returns & Refunds

Holt Hydration Ltd · Last updated: 11.09.2026

Here's exactly where you stand if something's wrong with your order, or you change your mind.

This policy sits alongside our Terms and Conditions. It does not reduce your legal rights.

1. If something is wrong with your order

Damaged in transit. Email support@holthydration.com within 30 days of delivery with your order number and a photo. We'll replace it or refund it, your choice. You don't need to send it back.

Wrong item, or something missing. Same — email us with your order number and a photo, and we'll put it right.

Faulty product. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty product and get a full refund. After 30 days we may repair or replace first. Contact us and we'll sort it.

You don't pay return postage in any of these cases.

2. If you change your mind — 14 days

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to cancel, and a further 14 days to send it back.

Tell us at support@holthydration.com, or use the cancellation form in our Terms and Conditions.
We refund the price you paid, plus the standard delivery charge. If you chose a faster delivery service, we refund the standard amount.
You pay the cost of returning the goods to us.
We refund within 14 days of receiving the goods back, or of you showing proof of postage — whichever is sooner.

Important: this right does not apply to sealed goods that have been opened. Our products are sealed food supplements, so once a box or sachet is opened the 14-day cancellation right no longer applies, for health and hygiene reasons. This is set out in regulation 28(3)(b) of the 2013 Regulations.

If you've opened it and simply don't get on with the taste, get in touch anyway and tell us why — we read every message, and we'd rather hear it than not.

3. Subscriptions

Cancelling stops future orders. You can cancel any time from your account, or by emailing us. Do it at least 24 hours before your renewal date.

Cancelling doesn't refund an order already dispatched. If your renewal has already been processed and shipped, that order stands — but you can return it under section 1 or 2 if it qualifies.

If a renewal caught you by surprise, tell us. We send a reminder before every one, but if you missed it we'd rather hear from you than have you stuck with something you didn't want.

4. How refunds are paid

Refunds go back to the original payment method. We don't refund to a different card, account or as store credit unless you ask.

Once we've issued a refund, your bank usually takes 3–5 working days to show it.

Where a refund relates to part of an order that qualified for free delivery, and the remaining order falls below the £50 threshold, we may deduct the delivery charge that would otherwise have applied.

5. How to return something

Email support@holthydration.com with your order number first. Don't post anything back before you've heard from us — we'll confirm the address and make sure it's logged against your order.

We recommend a tracked service. Until it reaches us, the parcel is your responsibility.

6. Your legal rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For free, independent advice, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.