Refund policy
We want you to be happy with your order. You have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unopened, in the same condition that you received it, and in its original packaging. You will also need your receipt or proof of purchase. For how opened boxes are handled, see our 30-day taste guarantee below.
To start a return, contact us at . Returns need to be sent to the address we give you. Once your return is accepted we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Our 30-day taste guarantee
If the flavour is not for you, we will refund your first box. This is something we offer on top of your legal rights, not instead of them. The conditions are:
- It applies to your first box only, whether you bought it once or as the first box of a subscription.
- One claim per customer.
- Email within 30 days of delivery and tell us the flavour was not for you.
- You do not need to return the box or send anything back.
- We refund the price you paid for that first box, including standard delivery, to your original payment method, within 10 business days of approving your claim.
- If you used a discount, we refund the amount you actually paid.
- It applies to boxes bought directly from creayate.co.uk. It does not apply to boxes bought from other shops or marketplaces.
Damaged or wrong items
Please inspect your order when it arrives and contact us at straight away if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Items we cannot accept
For health and hygiene reasons, opened sachets and opened boxes cannot be returned, except under the taste guarantee above. We also cannot accept returns on gift cards.
Your legal right to cancel
If you are a UK customer you have a legal right to cancel your order within 14 days of the day you receive it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right applies to boxes that are still sealed. For health and hygiene reasons, a box cannot be returned under this right once the seal is broken. To cancel, email within 14 days of delivery. We refund the price you paid, including standard delivery, within 10 business days of receiving the box back or your proof that you have sent it. This is separate from, and in addition to, our taste guarantee.
European Union 14 day cooling off period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be unopened, in the same condition that you received it, and in its original packaging, and you will need your receipt or proof of purchase.
Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or card company to process and post the refund. If more than 15 business days have passed since we approved your return, contact us at .