Refund policy
RETURNS & REFUNDS POLICY
We want you to love your purchase from BE HYDROGEN. If anything goes wrong or you’re not completely satisfied, here’s how our returns and refunds process works.
Problems with your order:
If there’s an issue with your order (for example damaged product, missing items or incorrect delivery) please get in touch with our Customer Support Team via support@behydrogen.co.uk within 48 hours of your tracking showing your parcel as delivered. We will need clear photos of the packaging, the label and the product as delivered so we can investigate.
Money-Back Guarantee
We believe we've made the best molecular hydrogen supplement available. If you don't feel the difference after taking it consistently for 90 days, our guarantee has you covered.
We also recognise that results vary from person to person, and that committing to a 90-day or 180-day subscription on your first order is a meaningful investment. Our guarantee is there so you can start with complete confidence.
To be eligible, you'll need to have chosen a 90-day or 180-day subscription on your first order, and taken the product consistently for the full 90-day recommended period. After 90 days, you'll be invited to a short review call with a member of our team, who will go through your results with you and confirm whether you qualify. To start a claim, just email us at support@behydrogen.co.uk and we'll guide you through it.
For 90-day subscriptions, following your review call, we'll refund the full purchase amount to your original payment method for successful claims. For 180-day subscriptions, you'll need to return the three unopened tablet packs covering days 91 to 180 to our returns address, at your own cost and in resalable condition, and we'll then refund the full purchase amount. Our standard returns terms apply, so please read the "We cannot refund any item if" section with particular care. If those packs aren't returned in resalable condition, we'll instead refund 50% of the original purchase amount.
While we honour all reasonable claims, we do carry out internal checks before issuing any refund, and BE HYDROGEN reserves the right, at any stage, to decline or withhold a claim where the required steps haven't been fully followed, including where the review call hasn't been completed, where we reasonably believe a claim is a duplicate, or where it's been submitted under different personal details for the same household. Our money-back guarantee is limited to one claim per customer and one claim per household.
Missing Items:
If your package arrives missing items you must notify us within 48 hours of delivery. Failure to do so may mean we’re unable to send a replacement or refund the missing items.
Expiry dates:
All our products are sold with at least 90 days remaining before their best before end (BBE) date unless we clearly state otherwise on the product page. We expect customers to use the products promptly after receiving them. If a product was clearly marked with a shorter expiry on the product page and it was delivered in line with that, we cannot offer a refund or replacement on that basis alone.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your item(s) and let you know if your refund is approved or rejected. If approved, the refund will be issued back to your original payment method and may take between 7-10 working days to appear in your account depending on your bank.
Please note: you are responsible for the return shipping costs unless the return is due to our error. Returns should be sent via a trackable service, we cannot refund items lost in transit without tracking information.
We cannot refund any item if:
- The item is not in its original condition, damaged or has missing parts for reasons not due to our error.
- The item is returned more than 30 days after delivery.
- The return does not include a note detailing your name, order number, reason for return and product name/quantity.
Changed your mind?
If you simply change your mind and the order has not yet been dispatched, let us know as soon as possible. If the order has already been shipped and you return it via rejection on delivery or send it back at your cost, we will refund the product cost only, shipping costs are non-refundable.
BE HYDROGEN cannot guarantee that we will be able to cancel an order before dispatch once it has been placed.
Late or missing refunds (if applicable):
If you haven’t received a refund within 10 working days of approval, first check your bank account, then contact your credit card company or bank. If you’ve done these and still haven’t seen the refund, please contact us with your order details and refund approval email.
Contact us:
For any other queries about your return, please email support@behydrogen.co.uk. Our team will help you as quickly as possible.
