Refund policy

Last updated: 29 April 2026

This Refund and Cancellation Policy explains when you can cancel an order, return products, request a refund, or ask for a replacement from pCOMP Ltd, trading as Nature’s Code Nutrition ("Nature’s Code", "we", "us" or "our").

This policy should be read together with our Terms of Service, Privacy Policy, Shipping Policy, Cookie Policy, DNA Testing and Personalised Nutrition Consent, Subscription Terms where applicable, and any product-specific, test-specific, subscription-specific or country-specific information shown at checkout or kit activation.

Nothing in this policy affects your statutory rights.

1. Contact us before returning anything

Before returning any item, please contact us at support@naturescode.uk.

Please include:

your name
order number
email address used for the order
product name
reason for return or cancellation
photographs if the item is damaged, faulty, incorrect or incomplete

Items sent back to us without first contacting us may not be accepted or may take longer to process.

Returns should be sent only to the return address we provide during the returns process. Do not send products or samples to our registered office unless we specifically instruct you to do so.

2. Your legal cancellation rights

If you are a consumer in the United Kingdom, European Union or European Economic Area, you may have a legal right to cancel certain online purchases within 14 days without giving a reason.

The cancellation period and conditions depend on what you bought, including whether it is:

a physical product
a supplement
a DNA test kit
a service
digital content
a personalised report
a subscription
a personalised or made-to-order product
a hygiene-sensitive or sealed product

Some products and services are excluded from cancellation rights, or cancellation rights may be lost once certain steps have started. These exceptions are explained below.

3. Our goodwill return period for eligible physical products

In addition to any legal rights you have, we offer a 30-day return window for eligible physical products.

This means you have 30 days after receiving an eligible item to request a return.

To be eligible for a goodwill return, the item must be:

unused
unopened where the product is sealed
in its original packaging
in resaleable condition
complete with any accessories, inserts or instructions
accompanied by proof of purchase

This goodwill return policy does not apply to all products. Exclusions are set out below.

4. Products that cannot usually be returned

For health, safety, hygiene, personalisation, regulatory and operational reasons, we cannot usually accept returns for:

opened supplements
unsealed products where the seal has been broken for health protection or hygiene reasons
products that have been used, damaged, altered or handled beyond what is necessary to inspect them
activated DNA test kits
used DNA test kits
DNA kits where a sample has been collected
DNA kits where the sample has been posted, received or processed
lab services that have already started
personalised reports that have been generated or made available
digital content or portal access that has been supplied with your consent or acknowledgement where required
personalised supplements, personalised packs or made-to-order products once preparation, production, personalisation or fulfilment has started
products that are not suitable for return because of safety, hygiene, quality or regulatory reasons
gift cards, if offered
sale or clearance items, unless faulty or unless the law gives you a right to return them

This does not affect your rights if a product is faulty, damaged, misdescribed or not supplied with reasonable care and skill.

5. Supplements and nutrition products

Unopened supplements may be returned within the applicable return period if they meet the return conditions in this policy.

Opened supplements cannot usually be returned unless they are faulty, damaged, incorrect, unsafe, misdescribed or you have another legal right to return them.

Please check all ingredients, allergens, warnings, storage instructions and suitability information before opening or using a product.

If you are pregnant, trying to conceive, breastfeeding, taking medication, under medical care or unsure whether a product is suitable for you, you should seek advice from a qualified healthcare professional before use.

6. DNA test kits before activation or use

If you have received a DNA test kit but have not opened, activated, used or returned it, you may be able to cancel or return it within the applicable cancellation or return period.

To qualify, the kit must usually be:

unopened
unused
not activated
complete
in its original packaging
suitable for resale or safe handling

If a DNA kit has been opened, activated, used, returned to the lab, or linked to sample processing, your cancellation or refund rights may be limited as explained below.

7. DNA test kits after activation, sample collection or lab processing

Cancellation or refund rights may be limited or lost once:

the kit has been opened
the kit has been activated
consent steps have been completed
the sample has been collected
the sample has been posted or returned
the lab has received the sample
lab processing has started
genetic result data has been generated
a report has been generated or made available

This is because DNA testing involves hygiene-sensitive materials, personalised services, lab processing, digital outputs and personalised report generation.

If you ask us to begin sample processing or report generation during a cancellation period, you may lose some or all cancellation rights once that service begins, where permitted by law and where you have given any required consent or acknowledgement.

8. Personalised reports and digital content

Personalised reports, portal outputs, digital content and personalised recommendations are created or supplied specifically for you.

Where digital content, portal access, personalised reports or services have been supplied with your consent or acknowledgement where required, cancellation or refund rights may be limited or lost once supply begins.

If you ask us to process your sample, generate your report or provide portal access before a cancellation period has ended, you may lose some or all rights to cancel that part of the service once we begin.

9. Personalised supplementation and made-to-order products

Where we offer personalised supplementation, personalised packs, customised bundles, made-to-order products or products prepared to your specification, cancellation and return rights may be limited.

Once preparation, production, personalisation or fulfilment has started, these products may not be eligible for cancellation, return or refund unless they are faulty, damaged, incorrect, unsafe, misdescribed or the law gives you a non-excludable right.

10. Subscriptions and recurring orders

If you subscribe to recurring products or services, you can manage, pause or cancel your subscription in accordance with the Subscription Terms and the options shown in your account or checkout.

Subscription orders may be processed before each billing or dispatch date.

If a subscription order has already been processed, dispatched, personalised, prepared for fulfilment or supplied, we may not be able to cancel that shipment or service.

You are responsible for updating your delivery address, payment details, life stage, pregnancy stage, due date, preferences and suitability information before the next renewal date.

Cancelling a subscription stops future renewals. It does not automatically cancel, refund or return orders that have already been processed, dispatched, personalised or supplied.

11. Damaged, faulty, incorrect or missing items

Please inspect your order when it arrives.

an item is damaged
an item is faulty
you received the wrong item
part of your order is missing
the product appears unsafe, contaminated or tampered with

Please include:

your order number
a description of the issue
photographs of the product, packaging and delivery label where relevant
batch number and expiry date where relevant

Do not use a product if you believe it is damaged, contaminated, unsafe or incorrect.

If the issue is confirmed, we may offer a replacement, refund, credit or other remedy depending on the circumstances and your legal rights.

12. Failed, invalid or delayed DNA samples

DNA sample processing can fail or be delayed for reasons including:

insufficient sample material
contamination
incorrect collection
damaged kit
incorrect or missing kit registration
mismatched or missing identifiers
postal delay or damage
lab quality control failure
technical or operational issues

If sample failure is caused by our error or lab error, we will normally offer a replacement kit, reprocessing, credit or refund where appropriate.

If sample failure is caused by incorrect collection, contamination, failure to follow instructions, delay, missing information, use of an unsupported return method or another issue outside our control, we may charge for a replacement kit or be unable to provide a refund.

After repeated failed attempts, our obligation may be limited to a replacement, credit or refund at our discretion and in accordance with your legal rights.

13. Change of mind returns

For eligible change of mind returns:

you must contact us within the applicable cancellation or return period
the product must meet the return conditions in this policy
you are responsible for return postage unless we tell you otherwise or the law requires otherwise
you must take reasonable care of the item while it is in your possession
we may reduce your refund if the value of the item has been reduced because of handling beyond what is necessary to inspect it

We recommend using a tracked return method and keeping proof of postage.

We are not responsible for returned items lost or damaged in transit unless we provided the return method and the loss or damage was caused by that method.

14. How to request a return, cancellation or refund

To request a return, cancellation or refund, email support@naturescode.uk.

Please include:

your order number
your name
email address used for the order
product or service you want to return or cancel
reason for the request
photographs or evidence if the product is damaged, faulty, incorrect or missing

If your return is accepted, we will provide instructions on where and how to return the item.

Do not send DNA samples, used kits, opened supplements or damaged goods back to us unless we specifically ask you to do so.

15. Return shipping costs

Unless we tell you otherwise, or unless the law requires otherwise:

you are responsible for return shipping costs for change of mind returns
original delivery charges may not be refunded where permitted by law
expedited or premium delivery charges may not be refunded beyond the cost of standard delivery where permitted by law
we may deduct reasonable return, handling, customs, delivery or processing costs where permitted by law

If the item is faulty, damaged, incorrect or misdescribed, we will follow your legal rights and may cover reasonable return costs where required.

For international returns, you are responsible for ensuring that the item is returned lawfully, safely and with the correct customs information.

16. EU and EEA returns

If you are a consumer in the European Union or European Economic Area, you may have a 14-day legal right to withdraw from certain online purchases without giving a reason.

Where this right applies, you must tell us within the cancellation period that you wish to cancel.

You then usually have 14 days to return the goods after telling us you wish to cancel.

You are usually responsible for the cost of returning the goods unless we agree otherwise or the law requires otherwise.

Some products and services are excluded from this right, or the right may be lost once supply begins, including certain personalised goods, sealed goods unsealed for health protection or hygiene reasons, services already begun with your consent, digital content supplied with your consent or acknowledgement where required, activated kits, sample processing and personalised reports.

17. UK returns

If you are a consumer in the United Kingdom, you may have a 14-day legal right to cancel certain online purchases without giving a reason.

Where this right applies, you must tell us within the cancellation period that you wish to cancel.

You then usually have 14 days to return the goods after telling us you wish to cancel.

You are usually responsible for the cost of returning the goods unless we agree otherwise or the law requires otherwise.

18. Refund timing

Once we receive and inspect your return, or once we confirm that a refund is due, we will tell you whether the refund has been approved.

If approved, refunds will usually be made to the original payment method.

We aim to process approved refunds within 10 working days. Your bank, card issuer or payment provider may take additional time to make the funds available.

If more than 15 working days have passed since we confirmed your refund and you have not received it, contact us at support@naturescode.uk.

19. Deductions from refunds

Where permitted by law, we may deduct amounts from a refund for:

reduced value caused by handling beyond what is necessary to inspect the item
missing parts, packaging, instructions or accessories
return shipping costs
original delivery costs beyond standard delivery
customs, duties, handling or return-to-sender charges
non-refundable services already provided
lab processing already started or completed
personalised products already prepared, produced or fulfilled
digital content, portal access or personalised reports already supplied

We will not make deductions where the law does not allow us to do so.

20. Exchanges

We do not guarantee exchanges.

If you want a different product, the fastest approach is usually to return the eligible item and place a new order once your return has been accepted.

For safety, regulatory and personalisation reasons, we may not be able to exchange supplements, DNA kits, personalised products, reports, subscriptions or opened items.

21. Gifts

If you received a product as a gift, refund rights may depend on who purchased the product and how it was paid for.

Refunds are usually made to the original payment method unless we agree otherwise.

DNA kits and personalised services should not be purchased for another person unless that person is eligible and able to complete their own registration and consent steps.

22. Sale items, promotional items and gift cards

Sale or promotional items may have different return conditions, but this does not affect your statutory rights if the item is faulty, damaged, incorrect or misdescribed.

Gift cards, if offered, are usually non-refundable unless required by law.

Promotional discounts may affect the amount refunded.

23. Refused, failed or returned deliveries

If a parcel is returned to us because delivery failed, you refused delivery, you did not collect it, the address was incorrect, import charges were unpaid, or customs information was not provided, we may contact you to arrange redelivery.

We may charge for redelivery or deduct reasonable delivery, return, handling, customs or fulfilment costs from any refund where permitted by law.

If the returned item is a hygiene-sensitive product, personalised product, activated DNA kit, used kit or time-sensitive item, refund rights may be limited.

24. Product safety recalls and withdrawals

If we need to recall, withdraw or issue a safety notice for a product, we may contact you using the details linked to your order or account.

You agree to follow reasonable product safety instructions, including stopping use, returning or disposing of products, or providing batch and order information where needed.

Your refund, replacement or other remedy in a recall or safety situation will depend on the circumstances, applicable law and the instructions we provide.

25. Contact us

For returns, cancellations, refunds, damaged items, missing items or product issues, contact:

pCOMP Ltd trading as Nature’s Code Nutrition
Company number: 15460621
Registered office: 124 City Road, London, Greater London, United Kingdom, EC1V 2NX
Customer support: support@naturescode.uk

For privacy questions, contact privacy@naturescode.uk.