Returns and refunds

This policy explains when you can return a product ordered from Funcaps Store, what qualifies for a refund and how refunds are processed. It applies to orders delivered across our supported regions. It works alongside our terms of service and our shipping policy. Where the law that applies to your order gives you additional rights, those rights apply in full alongside this policy.

Contact us through the contact page before sending anything back. Tell us your order reference, the items you want to return and the reason. We confirm the return address and the next steps by email. Parcels sent without prior confirmation may take longer to process or may not be accepted.

Keep the delivery note or payment reference for your order until the return is complete.

You can return unopened products in their original, undamaged packaging within 30 days of delivery. The package must be sealed as you received it, with labels intact and all included materials present. Products that have been opened or removed from their packaging cannot be returned as normal stock, for the reasons set out below.

Return shipping is arranged and paid by the sender unless we agree otherwise when you contact us. We recommend a tracked shipping method, as we cannot confirm receipt of an untracked parcel.

For safety and hygiene reasons, the following cannot be returned or refunded:

• Medicines, vitamins and supplements whose packaging has been opened, even if the product itself is untouched. Once a seal is broken, we cannot confirm the contents.
• Products that require temperature-controlled transport. Cold-chain items cannot safely make a return journey, so we cannot restock or resell them.
• Personal care items such as creams, oral care or intimate products once opened.
• Perishable goods that are near or past their expiry date at the time of return.

If one of these items reaches you damaged, incorrect or faulty, the next section applies and we will put it right.

Check your order when it arrives. If an item arrives damaged, if you receive something different from what you ordered, or if a product is faulty, contact us within a reasonable time after delivery and include your order reference. Photos of the packaging and the item help us resolve this quickly.

For confirmed faults or errors on our side we cover the cost of putting it right, either by replacing the item or by refunding it. You do not need to return an opened medicine in these cases; we may ask you to dispose of it safely according to the instructions on the packaging.

Once a returned item reaches us, we inspect it against the conditions above and confirm the outcome by email. Approved refunds are issued to the original payment route:

• Bank transfer orders are refunded to the account that made the payment. Make sure the account details you used are available when we confirm the refund.
• Cryptocurrency payments are refunded in agreement with you before the return is confirmed, since refund routes for digital currencies are confirmed case by case.

Refunds cover the product price. Original delivery charges are refunded where the law requires it, for example when an item is faulty or the order was cancelled before dispatch. Where a return is discretionary, delivery charges are not refunded unless we agree otherwise.

If you want to change or cancel an order, contact us as soon as possible with your order reference. If the order has not been prepared for dispatch, we cancel it and refund the payment in full. Once an order has been dispatched, the normal return window and conditions apply.

Nothing in this policy limits rights you have under the consumer law of your country. If you are in the European Union, you may have additional withdrawal rights for distance purchases that run alongside this policy. Where this policy and the law differ, the law prevails.

We may update this policy as our processes change. The version published on this page at the time you place your order applies to that order. If you have a question this page does not answer, contact us through the contact page.