Refund policy

The Offline guarantee

We offer a 90-day money-back guarantee on your first order. If you have taken Offline consistently and it has not worked for you, we will refund you.

This is a voluntary guarantee we offer on top of your legal rights, and it comes with conditions. Please read them before you order.

Who the guarantee applies to

• The guarantee applies to first orders only. If you have ordered from us before, the guarantee is no longer available on later orders.
• One guarantee claim per customer, household and payment method.
• You have 90 days from the date of your first order to start a claim.

What we need from you

We ask you to take it consistently for at least 30 consecutive nights before deciding it has not worked for you.

To make a claim, send us the following:

1. Your order number.
2. A photo of your pouch, showing the batch code on the back and enough capsules used to reflect at least 30 nights of consistent use.
3. A short note on how you took it, roughly what time each night, how many nights you missed, and what you noticed or did not notice.

We may ask a couple of follow-up questions. We are not trying to catch you out. We are checking that the product had a fair run, because a guarantee that covers three nights of use is not a guarantee, it is a free sample.

Claims without proof of consistent use will not be approved.

What we deduct

If your claim is approved, we refund the price you paid for the product, less:

• A £7 return processing fee, deducted from your refund.
• Any shipping you paid on the original order, which is not refundable.

Return postage is paid by you. We do not provide prepaid return labels.

Subscriptions and multi-pack orders

If your first order was a multi-pack or a subscription bundle, you can claim on the pack you have opened and used. Any unopened packs must be returned to us, unopened and in their original condition, before we process the refund.

You can cancel a subscription at any time from your account or by emailing hello@switchoffline.co. Cancellation takes effect from the next billing date. Orders already processed will still ship and will still be charged.

Your legal right to cancel

Separately from the guarantee above, if you are in the UK or EU you have 14 days from receiving your order to cancel for any reason, without giving one.

• Products must be returned unopened and with the seal intact. Because Offline is a sealed food supplement, we cannot accept opened pouches back under this right for health and hygiene reasons.
• You pay the return postage.
• We refund within 14 days of receiving the goods back.

Nothing in this policy affects your statutory rights, including your rights if a product is faulty, damaged or not as described.

Cancelling an order before it ships

Our warehouse picks orders quickly, often within minutes. Once an order has been processed we cannot stop it. Email hello@switchoffline.co as soon as possible and we will try, but we cannot promise it.

Damaged, faulty or wrong items

Check your order when it arrives. If something is damaged, defective or not what you ordered, email hello@switchoffline.co with photos within 48 hours of delivery and we will put it right.

Exceptions

We cannot refund or accept returns on:

• Gift cards.
• Items bought during a sale or promotional period, unless faulty.
• Any order where the guarantee has already been claimed once.

Exchanges

The quickest route is to request a refund and place a new order separately.

How refunds are processed

We will tell you once we have reviewed your claim and whether it has been approved. Approved refunds go back to your original payment method within 14 business days. Your bank may take a few days longer to show it.

If more than 15 business days have passed since we approved your refund and you have not received it, email hello@switchoffline.co.

Fraudulent claims

A refund or replacement is not an admission of any kind by Offline Labs Ltd. We reserve the right to investigate claims we believe to be unfounded or fraudulent, and to refuse them.

Contact

Offline Labs Ltd 124-128 City Road London England EC1V 2NX United Kingdom

Email: hello@switchoffline.co