Refund policy
Returns & Refunds
In short: 30 days to request a return · items must be unopened with the seal intact · you cover return postage on change-of-mind returns · we cover everything if the item is faulty, damaged or wrong.
Our 30-day return policy
You have 30 days from the day your order is delivered to request a return.
Creatine is a food supplement, so there are conditions we have to apply that don't exist on, say, clothing. They're the same conditions used by every reputable UK supplement retailer, and they're set out in full below.
Condition of returned items
To be accepted, an item must be:
- Unopened, with the manufacturer's safety seal, foil or shrink wrap fully intact
- In its original packaging, undamaged, with the label attached and readable
- Still comfortably within its best-before date
- Returned with your order number or proof of purchase
We cannot accept a tub, pouch, sachet, capsule bottle or gummy jar once it has been opened — even if it has barely been used, and even if it has been resealed. Once the seal on a supplement is broken we have no way to verify what has happened to the contents, and we cannot lawfully resell it. This is standard practice across UK supplement retail and it is why we recommend starting with the smallest size of any product you haven't tried before.
If an item reaches us opened, used, or damaged through handling beyond what was needed to check what it is, we may reduce your refund to reflect the loss in value, or return the item to you at your cost.
How to start a return
Email admin@creatinehq.co.uk within 30 days of delivery, including:
- your order number
- which item or items you want to return
- the reason for the return
We'll reply within one working day with a return authorisation and instructions.
Please don't send anything back before you've heard from us. Parcels that arrive without an authorisation can't be matched to an order and won't be accepted.
Once your return is authorised, send it to:
CreatineHQ Returns 86 Broad Street Glasgow G40 2BA United Kingdom
Please post your return within 14 days of us authorising it.
Who pays for return postage
Changed your mind? You cover the cost of returning the item. We recommend using a tracked service and keeping your proof of postage — until a parcel reaches us it remains your responsibility, and proof of postage on its own is not proof of delivery.
Item faulty, damaged, wrong, or not as described? We cover it. We'll either send you a prepaid returns label or refund your postage — just send us the receipt.
Damaged, faulty or incorrect items
Please check your order as soon as it arrives.
- Damaged in transit: contact us within 48 hours of delivery with photographs of the item, the outer packaging and the shipping label. Please don't throw the packaging away until we've resolved it.
- Wrong item, missing item, or a fault with the product: contact us and we'll put it right — replacement or full refund, whichever you prefer, including your original delivery charge.
Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery for a full refund. Your rights beyond that period are unaffected by anything on this page.
Worth knowing before you get in touch: creatine monohydrate is only partially soluble in cold water, so a gritty residue at the bottom of your shaker is completely normal and is not a fault. Mild clumping in unflavoured powder is also normal — creatine draws in moisture from the air. Neither affects how the product works. A flavour you don't enjoy is, unfortunately, not a fault either, which is the other reason we suggest trying the smallest size first.
Missing or undelivered parcels
If your tracking shows delivered but nothing has arrived, please check with your neighbours and your household first, then contact us. Let us know within 21 days of the expected delivery date so we can open a claim with the carrier.
If a parcel is returned to us because the delivery address was incomplete or incorrect, we'll refund the order less the outbound delivery cost, or resend it once the correct address and postage are paid.
Items we can't accept back
- Products that have been opened or unsealed — unless faulty
- Products returned past their best-before date
- Gift cards
- Free gifts and promotional items — these must be returned with the order they came with, or their value will be deducted from your refund
- Bundles and multi-buys returned incomplete — the full bundle must come back for the bundle price to be refunded
Sale and discounted items can be returned under this policy on the same terms as full-price items.
Exchanges
The quickest way to get the product you actually want is to return the item you have and place a new order for the replacement. We'll process your refund as soon as the return arrives and passes inspection.
Your legal right to cancel (UK)
This section applies in addition to the policy above — it does not replace it, and nothing on this page affects your statutory rights.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you're a consumer buying online you have the right to cancel your order within 14 days of receiving it, for any reason, without giving a justification.
- Tell us you're cancelling by emailing admin@creatinehq.co.uk within that 14-day period.
- Return the goods to us within 14 days of telling us.
- We'll refund you within 14 days of receiving the goods back, or of receiving proof that you've sent them, whichever is sooner.
- Your refund will include the standard outbound delivery charge you paid. If you chose a faster or premium delivery option, we refund the standard rate.
- You pay the cost of returning the goods.
One important exception. The Regulations remove the right to cancel for goods that are sealed for health protection or hygiene reasons once those goods have been unsealed. Every supplement we sell falls into this category. So if you've broken the safety seal, the statutory right to cancel no longer applies to that item — unless it is faulty, damaged, or not what you ordered, in which case your rights are unaffected.
This cancellation right applies to sale items and discounted items exactly as it does to full-price ones.
Refunds
We'll email you once your return has arrived and been inspected, to confirm whether the refund has been approved.
Approved refunds go back to your original payment method. We aim to process them within 3–5 working days of receiving your return, and we will always do so within 14 days. Your bank or card issuer may then take a further 3–5 working days to show the money in your account — that part is outside our control.
If you paid using a buy-now-pay-later provider, your refund is returned to them and they'll adjust your payment plan directly.
If more than 14 working days have passed since we emailed to confirm your refund was approved and you still haven't received it, please contact us at admin@creatinehq.co.uk and we'll chase it.
Deliveries outside the UK
Where we ship outside the UK, the 30-day policy above applies on the same terms. Please note that return postage, and any import duties, taxes or customs charges already paid, are not refundable. Customers in the EU also retain the 14-day cancellation right described above.
Contact us
Questions about a return, or not sure whether your item qualifies? Email admin@creatinehq.co.uk and we'll tell you straight away.
CreatineHQ · admin@creatinehq.co.uk