Terms & Conditions

Please read these terms carefully before placing an order. They set out who we are, how we sell to you, and the rights and responsibilities on both sides. By placing an order you agree to them.

Nothing in these terms reduces your statutory rights as a consumer. Where anything here conflicts with the law, the law wins.

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1. Who we are

This website, creatinehq.co.uk, is operated by Brookline Group Ltd, trading as CreatineHQ.

Registered in	England and Wales
Company registration number	17014048
Registered office	20 Wenlock Road, London, N1 7GU
VAT registration number	513417813
Email	admin@creatinehq.co.uk
Returns address	CreatineHQ Returns, 86 Broad Street, Glasgow, G40 2BA

In these terms, "we", "us" and "our" mean Brookline Group Ltd Ltd. "You" and "your" mean the person using this site or placing an order.

2. These terms

These terms apply to every order placed through this website. Please read them each time you order — we may update them, and the version that applies to your order is the one published when you place it.

We may change these terms to reflect changes in the law, in how we operate, or in the products we sell. Changes never apply retrospectively to orders we've already accepted.

If any part of these terms is found to be unlawful or unenforceable, the rest continues to apply.

3. Who can buy from us

You must be at least 18 years old to place an order.

Creatine products are food supplements intended for healthy adults, and manufacturer labelling routinely advises against use by children and adolescents. By ordering you confirm you are 18 or over and are buying for your own use or as a gift for another adult.

You must also be able to pay with a valid payment method in your own name, and be ordering as a consumer rather than for resale. We may refuse or cancel orders that appear to be for commercial resale. If you'd like to buy from us wholesale, email admin@creatinehq.co.uk instead.

4. Our products

We sell creatine supplements manufactured by third-party brands. We are a retailer, not the manufacturer.

Product information. We take care to describe our products accurately, using manufacturer data. Formulations, ingredients, packaging and label design are set by the manufacturer and can change without notice to us. Always read the label on the product you receive before use — the label supersedes anything on this website.

Images. Product photographs are illustrative. Packaging design, tub shape and label artwork may differ from the images shown, particularly after a manufacturer rebrand. This is not a fault and is not grounds for return under our change-of-mind policy where the product itself is as described.

Allergens and intolerances. If you have an allergy or intolerance, check the physical label before consuming, every time — including on repeat purchases. Manufacturers change formulations and production facilities. We cannot guarantee any product is free from cross-contamination unless the label says so.

Best-before dates. All products are dispatched with a reasonable shelf life remaining. If you need a specific minimum date, email us before ordering and we'll check the batch we hold.

5. Health information and disclaimer

Food supplements are not a substitute for a varied, balanced diet and a healthy lifestyle.

The only health claim authorised for creatine in Great Britain is:

"Creatine increases physical performance in successive bursts of short-term, high-intensity exercise. The beneficial effect is obtained with a daily intake of 3 g of creatine."

Nothing on this website is medical advice, and nothing we sell is intended to diagnose, treat, cure or prevent any disease. Any guides, articles or comparisons we publish are general information only.

Speak to your GP or pharmacist before taking creatine if you are pregnant or breastfeeding, have any kidney, liver or heart condition, have diabetes, take any prescription medication, or are under medical supervision for any reason. Do not exceed the manufacturer's stated dose.

If you experience an adverse reaction, stop taking the product and seek medical advice. We'd also be grateful if you'd let us know at admin@creatinehq.co.uk so we can inform the manufacturer.

If you are a competing athlete, you are responsible for checking a product's suitability against your governing body's anti-doping rules. Batch-tested products are labelled as such; where a product does not carry a recognised certification, we make no representation about it.

6. Prices

All prices are shown in pounds sterling (GBP) and include VAT at the prevailing rate. Delivery costs are shown separately and added at checkout before you pay. The total payable is confirmed on the checkout page before you commit.

We may change prices at any time, but changes never affect an order we've already accepted.

7. Pricing and description errors

Despite our best efforts, a small number of the many products on this site may occasionally be listed at an incorrect price, or with an incorrect description or specification.

If we discover an error in the price of a product you've ordered, we will contact you before dispatch to ask whether you want to continue at the correct price or cancel the order. If we cannot reach you, we'll treat the order as cancelled and refund you in full.

Where a pricing error is obvious and could reasonably have been recognised by you as a mispricing — for example, a product listed at £0.00 or at a fraction of its normal price — we are not obliged to supply the product at the incorrect price. Displaying a product on this site is an invitation to treat, not a binding offer (see section 8).

8. How a contract is formed

Placing an order is an offer to buy, not the conclusion of a contract.

1. You place your order and pay at checkout.
2. We send an order acknowledgement email. This confirms we've received your order. It is not acceptance.
3. A binding contract is formed only when we send a dispatch confirmation email for the item concerned. Where an order contains several items, a separate contract is formed for each item as it is dispatched.

We may decline an order — before dispatch, and for any of the following reasons — by cancelling it and refunding you in full:

• the product is out of stock
• there is a pricing or description error (section 7)
• we cannot authorise your payment
• we suspect fraud, or the order breaches these terms
• we reasonably believe the order is for commercial resale
• we are unable to deliver to the address given

9. Payment

Payment is taken at the point of order using the methods shown at checkout. Your card details are handled by our payment providers; we do not store full card details ourselves.

If your payment provider declines or reverses a payment, we may cancel the order or, where goods have already been dispatched, seek to recover the goods or the sum owed.

10. Delivery

Delivery options, costs and estimated timescales are set out on our Delivery page and confirmed at checkout.

• Delivery estimates are estimates, not guarantees. Once a parcel is with the carrier, its progress is outside our control.
• Risk in the goods passes to you on delivery. Ownership passes once we've received payment in full.
• You are responsible for giving a complete and correct delivery address. Where a parcel is returned to us because the address was wrong or incomplete, we'll refund the order less the outbound delivery cost, or resend once the correct address and postage are paid.
• If you've asked the carrier to leave your parcel in a safe place or with a neighbour, delivery to that place counts as delivery to you.
• If nobody is available and no safe place has been agreed, the carrier will leave a card and we'll follow their process. If a parcel is returned to us unclaimed, we'll refund the order less the delivery cost.

If we miss a delivery deadline that was essential and you told us so before ordering, you may cancel and receive a full refund.

11. Cancellation, returns and refunds

Your rights to cancel, return items and receive a refund — including your statutory 14-day cancellation right, our longer 30-day policy, and the sealed-goods exception that applies to supplements — are set out in full on our Returns & Refunds page. That page forms part of these terms.

In summary: you have 30 days from delivery to request a return, items must be unopened with the seal intact, you cover return postage on change-of-mind returns, and we cover everything if an item is faulty, damaged or wrong. Read the full page for the detail.

12. Faulty goods

We are under a legal duty to supply goods that conform to this contract.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you have a short-term right to reject within 30 days of delivery for a full refund, and further rights to repair, replacement or a price reduction after that. Nothing in these terms affects those rights.

13. Discount codes, offers and promotions

Unless the offer says otherwise:

• one discount code per order, and codes cannot be combined
• codes have no cash value and cannot be exchanged for cash
• codes may be withdrawn or expire at any time
• we may cancel orders where a code has been used in a way it wasn't intended, obtained without authorisation, or shared publicly when issued for personal use
• where a discounted order is returned, we refund what you actually paid

Where a promotion has its own terms, those terms apply in addition to these.

14. Your account

If you create an account, keep your password confidential and don't let anyone else use it. Tell us promptly if you think someone else has accessed it.

We may suspend or close an account that has been used to breach these terms, to commit or attempt fraud, or in a way that harms other customers or our staff.

15. Using this website

You may use this site for browsing and buying our products, and for no other purpose. In particular, you must not:

• use it unlawfully, fraudulently, or to harm anyone
• scrape, harvest or systematically extract our content, prices or product data
• introduce malicious code, or attempt to gain unauthorised access to the site or its servers
• place speculative, false or automated orders
• misuse review, contact or account functions

We may withdraw or suspend access to the site at any time and without notice. We don't guarantee the site will always be available or free of errors.

16. Reviews and content you submit

If you submit a review, question, photo or other content, you confirm it is your own honest opinion and experience, that it doesn't infringe anyone's rights, and that it isn't unlawful, offensive or misleading.

You grant us a non-exclusive, royalty-free licence to use, publish and adapt that content in connection with our business. We may decline to publish, or remove, any submission — but we will not remove a review simply because it is negative or edit reviews to change their meaning.

Please do not submit content making health claims about our products; we may have to remove it to stay compliant with food law.

17. Intellectual property

The content of this site — text, layout, design, our logo and our product guides — belongs to us or our licensors and is protected by copyright and trade mark law. You may not reproduce it commercially without our written permission.

Third-party brand names, logos and product images belong to their respective owners and appear here to identify the products we sell.

18. Links to other sites

Where we link to third-party sites, we do so for information only. We don't control them and aren't responsible for their content, products or privacy practices.

19. Our responsibility for loss or damage

We never limit or exclude our liability where the law does not allow it. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights in relation to the goods, and under the Consumer Protection Act 1987.

Subject to that:

• If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach. Loss or damage is foreseeable if it was obvious it would happen, or if both parties knew it might happen when the contract was made.
• We are not responsible for loss or damage that was not foreseeable, or for business losses — we supply products for domestic and private use, and we have no liability for loss of profit, loss of business, business interruption or loss of business opportunity.
• We are not liable for loss or damage caused by your failure to follow the manufacturer's directions on the label, or by use of a product contrary to medical advice.

20. Events outside our control

We are not liable for delay or failure to perform caused by events outside our reasonable control — including carrier failure, supplier failure, extreme weather, fire, flood, industrial action, pandemic, or the failure of public or private telecommunications networks.

If such an event occurs we'll contact you as soon as we can, and you may cancel the affected order and receive a full refund.

21. Privacy and cookies

How we collect, use and protect your personal data is set out in our Privacy Policy, and how we use cookies in our Cookie Policy. Both form part of your relationship with us.

22. Complaints

If something has gone wrong, tell us first — email admin@creatinehq.co.uk with your order number and what's happened. We aim to acknowledge complaints within one working day and resolve them within 14 days.

If you're not satisfied with our response, you may be able to take the matter to your local Trading Standards service via the Citizens Advice consumer helpline, or pursue the matter through the courts.

23. General

• No waiver. If we don't insist that you do something you're required to do under these terms, or delay in enforcing them, that doesn't mean we've given up the right.
• Transfer. We may transfer our rights and obligations under these terms to another organisation, and we'll always tell you in writing if that happens. You may only transfer your rights or obligations to someone else with our written agreement.
• Third parties. These terms are between you and us. No other person has any right to enforce them.
• Entire agreement. These terms, together with our Returns & Refunds and Privacy policies, form the whole agreement between us in relation to your order.

24. Governing law

These terms and any dispute arising from them are governed by the law of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you retain the right to bring proceedings in the courts of the country you live in, and to rely on any mandatory consumer protections of that country. Otherwise, the courts of England and Wales have exclusive jurisdiction.

25. Contact us

Brookline Group Ltd trading as CreatineHQ Email: admin@creatinehq.co.uk

We aim to reply to all emails within one working day.