Refund policy

RETURNS & REFUND POLICY

Last Updated: 17 August 2026

At Ovare, we take the quality and safety of our products seriously. As our products are food supplements intended for personal consumption, we operate our returns policy in accordance with applicable consumer protection law.

Please read this policy carefully before placing your order.

1. YOUR STATUTORY RIGHTS

Nothing in this Returns & Refund Policy affects your statutory rights under applicable consumer protection legislation.

If your product is faulty, damaged, not as described or otherwise fails to meet your statutory consumer rights, please contact us and we will work with you to resolve the issue.

2. CANCELLING YOUR ORDER BEFORE DISPATCH

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

If your order has not yet entered processing or dispatch, we will cancel the order and issue a full refund.

If an order has already been dispatched, the provisions below apply.

3. RETURNS

Due to the nature of our products, we are unable to accept returns of food supplements that have been opened, unsealed, used or consumed, except where required by law.

For health protection and hygiene reasons, products that have had their tamper-evident seal broken are generally not eligible for return unless they are faulty, damaged, not as described or applicable law otherwise requires us to accept the return.

4. UNOPENED PRODUCTS

If you change your mind and wish to return an unopened product, please contact us within the applicable cancellation period.

Products must be:

  • unopened;

  • unused;

  • in their original condition;

  • with all tamper-evident seals intact; and

  • returned in suitable protective packaging.

Customers are responsible for the cost of returning unwanted items unless otherwise required by applicable consumer law.

We recommend using a tracked return service, as we cannot be responsible for returned parcels that do not reach us.

Refunds will be processed after the returned product has been received and inspected.

5. FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please inspect your order upon delivery.

If your order arrives:

  • damaged;

  • faulty;

  • incomplete; or

  • with the wrong product,

please contact us as soon as reasonably possible at team@ovarefertility.com.

Where possible, please include:

  • your order number;

  • photographs of the product;

  • photographs of the packaging; and

  • a brief description of the issue.

We may request additional information reasonably necessary to investigate the issue.

Depending on the circumstances and your applicable consumer rights, an appropriate remedy may include:

  • a replacement product;

  • a partial refund; or

  • a full refund.

Nothing in this section limits any remedy to which you are entitled under applicable consumer law.

6. PRODUCTS DAMAGED DURING DELIVERY

If your parcel arrives visibly damaged, please retain:

  • the outer packaging;

  • the product;

  • any protective packaging; and

  • photographs showing the damage.

This information may assist us in investigating the issue and making a claim with the delivery carrier.

7. INTERNATIONAL ORDERS

International orders may be processed through Shopify Managed Markets and its associated international commerce partners.

For international orders, applicable duties, taxes and customs charges may be calculated, incorporated into pricing or collected as part of the international purchasing process, as indicated at checkout.

Where an order is sold on a duties-inclusive basis, customers should not normally be required to pay additional import duties or taxes in order to receive their parcel.

International returns may be subject to additional carrier, customs and cross-border processing requirements.

If an international order is returned because:

  • delivery was refused;

  • the parcel was not collected;

  • information reasonably required for delivery or customs clearance was not provided;

  • an incorrect or incomplete delivery address was provided; or

  • the customer otherwise causes the shipment to be returned,

any refund will be handled in accordance with applicable consumer law and the terms applicable to the international transaction.

Where permitted by applicable law, a refund may be reduced by reasonable non-recoverable costs resulting from the failed or refused delivery, including:

  • outbound shipping costs;

  • return shipping costs;

  • carrier administration fees;

  • non-recoverable customs or border charges;

  • storage charges; and

  • other reasonable costs directly incurred in recovering or processing the shipment.

Where a parcel cannot legally be re-imported, is abandoned or destroyed by a customs authority or carrier, or is otherwise unrecoverable through no fault of Ovare, no refund will be authorised.

Nothing in this section affects any mandatory consumer rights available in the customer's country of residence.

8. REFUND PROCESSING

Approved refunds will be made using the original payment method or otherwise processed in accordance with the payment arrangements applicable to the original transaction.

Please allow up to 10 Business Days after approval for your refund to appear, although many refunds are processed sooner.

Your bank, payment provider or international payment processor may require additional time before funds appear in your account.

For international orders paid in a currency other than GBP, the amount received may differ from the original purchase amount where permitted by law as a result of exchange-rate movements or currency conversion.

9. EXCHANGES

We do not currently offer direct exchanges.

If you require a different product, please place a new order separately.

Your statutory rights in relation to faulty, damaged or incorrectly supplied products are unaffected.

10. CONTACT US

If you have any questions regarding returns or refunds, please contact:

Ovare Ltd

Email: team@ovarefertility.com

We aim to respond to all enquiries as promptly as reasonably possible.