Refund policy
Effective date: February 2026
At Kultra, we want you to be completely satisfied with your purchase. This policy outlines your rights and our approach to returns and refunds.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you receive a product that is faulty, damaged, or not as described, you are entitled to a full refund, repair, or replacement in accordance with UK law.
Faulty or damaged goods
If your product arrives faulty or damaged please contact us within 30 days of delivery at hello@kultra.co.uk with your order number and a photo of the issue. We will arrange a full refund or replacement at no cost to you, including return postage.
Change of mind β unopened products
As an online retailer, we recognise your right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013. If your product is unopened and in its original sealed condition, you may return it within 14 days of delivery for a full refund. You are responsible for the cost of return postage.
To exercise your right to cancel, please email us at hello@kultra.co.uk within 14 days of receiving your order. You then have a further 14 days to return the item. We will process your refund within 14 days of receiving the returned product.
Change of mind β opened products
Due to the nature of our products (consumable food supplements), we are unable to accept returns of opened or unsealed products for hygiene and food safety reasons. This is in accordance with Regulation 28(3)(d) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exempts goods that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.
Non-delivery
If your order has not arrived within the estimated delivery timeframe, please contact us. Under the Consumer Rights Act 2015, we are responsible for ensuring your order reaches you. If your order is lost in transit, we will send a replacement or issue a full refund.
How to request a return or refund
Email us at hello@kultra.co.uk with:
- Your order number
- The reason for your return
- A photo of the product (if faulty or damaged)
We aim to respond to all enquiries within 2 working days.
Refund processing
Refunds will be issued to your original payment method within 14 days of us receiving the returned product (or within 14 days of you providing evidence of return postage, whichever is earlier).
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