Food supplement. Not a medicine. Sold by Sparkyrcartilage Ltd, London, United Kingdom.

Returns & Refunds Policy

Our 14-day guarantee explained

Last updated: 2026-07-08

1. Returns Window

You have 14 calendar days from the date you receive your order to initiate a return. This right is guaranteed by EU Directive 2011/83/EU (Distance Selling Regulations) and UK Consumer Rights Act 2015.

2. Eligibility for Returns

Your order is eligible for a return if:

  • The product is in original, unopened packaging
  • The packaging and seal are intact
  • The return is initiated within 14 days of receipt
  • For food supplements, unopened packaging is mandatory for hygiene and safety reasons

3. Non-Returnable Items

The following items cannot be returned for refund:

  • Opened or used products (food supplement safety regulation)
  • Damaged packaging caused by customer mishandling
  • Orders returned without tracking (proof of return required)
  • Items returned after 14 days

4. How to Return

To return your order:

  1. Contact us at info@sparkyrcartilage.world or +44 20 7946 0958 to request a return
  2. Provide your order number and reason for return
  3. We will provide you with return shipping instructions and an address
  4. Pack the item securely in its original packaging
  5. Send the return via tracked courier (we recommend Royal Mail Special Delivery or DPD)

5. Return Shipping Costs

Standard Returns: You pay for return postage unless the return is due to our error (wrong item, damaged packaging, defective product).

Our Error: If we sent the wrong item or the product arrived damaged, we cover return shipping costs. Please contact us immediately with photos for proof.

6. Refund Process

Once we receive and inspect your return:

  1. We verify that the product is unopened and in original condition (3-5 business days)
  2. If approved, we process your refund within 14 working days
  3. The refund is issued to the payment method used at checkout (your courier payment)
  4. You will receive a confirmation email once the refund is processed

7. Refund Amount

Full Refund: Product price only (£41.99)

Excluded from Refund: Return shipping costs (unless our error), original delivery charges

8. Damaged or Defective Products

If your product arrives damaged or defective:

  1. Do not open the product
  2. Contact us immediately with photographs of the damage and packaging
  3. Provide your order number
  4. We will arrange a replacement or full refund at no cost to you

9. Wrong Item or Missing Products

If you received the wrong item or items are missing:

  1. Contact us within 24 hours of receipt
  2. Provide your order number and photos of the packaging
  3. We will send a replacement or issue a full refund immediately
  4. We will arrange return of the incorrect item (at our cost if our error)

10. Refusal of Return Request

We may refuse a return if:

  • The 14-day period has elapsed
  • The product packaging has been opened or used
  • The item is damaged due to customer mishandling
  • No proof of return tracking is provided

11. Partial Refunds

We may deduct from the refund amount if:

  • The item has been used or opened
  • Damage is caused by customer mishandling beyond normal use
  • You fail to provide proof of return

12. Return to Sender

If your return package cannot be delivered or is refused:

  • The package will be returned to us
  • Once received and inspected, your refund will be processed (minus return costs if applicable)
  • You will be notified of the outcome via email

13. Food Supplement Regulations

UK and EU food safety regulations (Regulation EC 1924/2006) require that opened food supplements cannot be resold or redistributed. For this reason:

  • Only unopened products can be accepted for return
  • Original packaging must be intact
  • This protects your health and safety

14. Cancellations Before Delivery

If you wish to cancel your order before it has been dispatched:

  • Contact us as soon as possible
  • We will cancel the order and provide a full refund
  • This is faster than returning a package

15. Contact Us for Support

For return or refund questions:

Email: info@sparkyrcartilage.world
Phone: +44 20 7946 0958
Hours: Mon-Fri 9:00-17:00 GMT
Address: 57 Brewer Street, London, W1F 9US, United Kingdom

16. Your Rights

Your statutory rights under UK Consumer Rights Act 2015 and EU Directive 2011/83/EU are not affected by this policy. If you believe your return has been handled unfairly, you have the right to pursue a complaint through UK consumer protection channels.