Refund policy

Last updated: 12 May 2026

At BlendMade, we want you to be completely satisfied with your order. This policy sets out your rights regarding returns, replacements and refunds.

Important: BlendMade products are custom-blended to your individual specification. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are “made to the consumer’s specifications or clearly personalised” are exempt from the standard 14-day cancellation right. This means that, once blending has commenced, custom products cannot be returned simply because you have changed your mind.

1. Cancellation Before Blending

If you wish to cancel your order before we have started blending your product, please contact us as soon as possible via our contact form.

If blending has not yet commenced, we will cancel your order and issue a full refund to your original payment method within 5–10 working days.

2. Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged or does not match the blend you ordered, we will put it right. Your rights under the Consumer Rights Act 2015 are not affected by this policy.

What to do:

Contact us via our contact form within 30 days of receiving your order.
Provide your order number and a description of the issue. Photos are helpful.
We will assess your claim and respond within 2 working days.

What we will do:

Incorrect blend: if we have blended your product incorrectly (wrong ingredients, wrong quantities), we will send a replacement free of charge or issue a full refund - your choice.
Damaged in transit: if your product arrives damaged, we will send a replacement or issue a full refund. We will arrange collection of the damaged item or provide a prepaid returns label.
Quality issue: if you believe the product does not meet satisfactory quality standards (e.g. unusual smell, texture, contamination), we will investigate and, if confirmed, provide a replacement or full refund.

Where a refund is due, it will be issued to your original payment method within 5–10 working days of our confirming the refund.

3. Change of Mind

Because each BlendMade product is custom-blended to your personal specification, we are unable to accept returns for change of mind once blending has started. This is in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, which exempts goods made to the consumer’s specifications.

If you are unsure about your blend, we encourage you to review your selections carefully in the summary step of our configurator before adding to cart.

4. Opened Products

For food safety and hygiene reasons, we cannot accept returns of products that have been opened or have had their seal broken, unless the product is faulty.

This applies in accordance with Regulation 28(1)(a) of the Consumer Contracts Regulations 2013, which relates to sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been broken.

5. Allergen Issues

All allergen information is clearly displayed in our blend configurator and on the product label. If you experience an adverse reaction, please:

Stop using the product immediately.
Seek medical attention if needed.
Contact us via our contact form so we can investigate.

If we have failed to declare an allergen correctly, we will issue a full refund and take immediate corrective action.

6. How to Return a Product

If you need to return a product (e.g. because it is faulty or incorrect):

Contact us via our contact form with your order number.
We will confirm whether a return is required and, if so, provide you with a prepaid returns label or arrange collection.
Package the product securely in appropriate packaging.
Send it using the method we provide.

We will cover the cost of return shipping for faulty or incorrect products.

7. Refund Timescales

Cancellation before blending: refund within 5–10 working days of cancellation confirmation.
Faulty/incorrect product: refund within 5–10 working days of our confirming the issue.
Your bank: please note it may take an additional 3–5 working days for the refund to appear in your account, depending on your payment provider.

All refunds will be issued to the original payment method.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation. If your products are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund as provided by law.