Refund policy

Returns & Refund Policy

This Returns & Refund Policy applies to all purchases made from Second Self. Nothing in this policy affects your statutory rights under applicable consumer protection laws in the United Kingdom or the European Union.

1. Return Window

You may request a return within thirty (30) days of the date you receive your order. Receipt is defined as the date the goods come into your physical possession, or that of a person you nominate.

To be eligible for a return, items must be:

  • Unopened

  • Unused

  • In their original packaging

  • In the same condition in which they were received

  • Accompanied by proof of purchase

Consumable products that have been opened cannot be returned for health, hygiene, and safety reasons unless they are faulty, damaged on arrival, or incorrect.

Second Self reserves the right to refuse returns that do not meet these conditions.

2. How to Request a Return

To initiate a return, email hello@secondselflife.com and include your order number.

If your return request is approved, we will provide:

  • The authorised return address

  • Instructions for packaging and dispatch

  • A return shipping label where applicable

Items sent without prior written authorisation will not be accepted.

Unless the product is faulty, damaged, or incorrect, you are responsible for the cost of return shipping.

3. Damaged, Faulty, or Incorrect Items

Please inspect your order immediately upon receipt.

If your item is damaged, defective, or not what you ordered, contact hello@secondselflife.com without delay and provide:

  • Your order number

  • Clear photographs of the item

  • Photographs of the outer packaging

  • The shipping label

Upon verification, we will offer a replacement or a refund in accordance with your statutory rights.

4. Non-Returnable Items

For health, hygiene, and safety reasons, the following items cannot be returned unless faulty:

  • Opened food or supplement products

  • Used items

  • Custom or personalised products

  • Gift cards

  • Items marked as Final Sale

In accordance with food safety regulations, sealed consumable products that have been opened are not eligible for return.

If you are unsure whether your item qualifies for return, please contact us before sending it back.

5. Exchanges

We do not operate a direct exchange service.

If you would like a different product, please complete the return process for the original item (if eligible), and place a new order once the return has been approved.

6. European Union Right of Withdrawal

If your order is delivered to an EU Member State, you have the right to cancel your purchase within fourteen (14) days of receiving the goods, without giving a reason.

However, in accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed.

As our products are ingestible consumable goods, the right of withdrawal is lost once the product seal has been broken.

To exercise your right of cancellation:

  • The product must remain sealed

  • Unused

  • In original packaging

  • In resaleable condition

If cancellation is valid, we will refund:

  • The purchase price

  • The standard delivery cost (if applicable)

Return shipping costs remain your responsibility unless the goods are faulty or incorrect.

7. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method within ten (10) business days.

Processing times may vary depending on your bank or payment provider.

If more than fifteen (15) business days have passed since your refund was approved and you have not received it, please contact hello@secondselflife.com.

We reserve the right to make deductions for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

8. Fair Use Protection

To protect customers and prevent abuse of the returns system, we may refuse returns where:

  • Items show signs of use or tampering

  • Contents are missing

  • There is evidence of repeated or excessive return activity

This does not affect your statutory rights relating to faulty or misdescribed goods.

9. Contact

For all return, refund, or cancellation enquiries, please contact:

hello@secondselflife.com