Refund policy

RETURNS & DELIVERY


Payment


When placing an order with us on our website, we treat it as an offer to buy and will send an email confirmation of the order. If the order is accepted, the product will be dispatched, at which point we enter into a legal contract with you. Payment is processed at the time the goods are dispatched. We have the right to choose not to accept any order; in this case we will contact you to advise you of this fact. 

We can process payments from MasterCard, Visa, and American Express credit cards, and PayPal.


All prices on our website are in £ sterling and include UK VAT at 20%. Prices quoted over the phone may differ from those shown on our website. Read our Terms and Conditions for more details.


Insynergy Labs applies the highest business security standards, adopting https pages (secure and encrypted pages) where necessary. We recognise the importance of security regarding credit card information you send us over the Internet, and we take all the necessary precautions to protect our customers' personal information and to store it securely. We check your payment card when we receive your order. Payment is deducted when the order is dispatched. You are able to correct errors on your order up to the point of the final page of our ordering process. Sensitive information that is transmitted to us online is encrypted and transmitted to us securely. In addition, access to all of our users' information, not just the sensitive information mentioned above, is restricted. Finally, the servers on which we store personally identifiable information are kept in a secure environment.

Refunds & Returns

The short version

  • You have 14 days from delivery to change your mind
  • We also offer a 30-Day Guarantee, which lets you try one bottle
  • Unopened bottles can be returned. Opened ones can't, unless there's a problem with them
  • If we've made a mistake, we cover everything

Changed your mind?

You have 14 days from the day your order arrives to tell us you'd like to cancel. You don't need to give a reason.

Email info@insynergy-labs.com with your order number and we'll take it from there. Once you've told us, send the items back within 14 days.

Opened bottles

We can't accept opened supplements back. Once a seal is broken we can't resell it, and food safety rules don't allow us to. This is standard across the supplement industry and it's your protection as much as ours.

Unopened, sealed bottles are fine to return any time within the periods above.

If there's something wrong with the product itself, this doesn't apply. See "If something's wrong" below.

Our 30-Day Guarantee

We know you can't tell if a supplement suits you without trying it. So on top of your normal rights, if you're not happy within 30 days of delivery, we'll refund you on:

  • one opened bottle, and

  • any other bottles you send back sealed

Just email us within 30 days. You cover the return postage. One guarantee claim per customer.

Multi-buy orders

When you buy a multi-buy offer, the saving is spread across every bottle in the order.

So if you send some of them back, we refund what you actually paid per bottle, not the full single-bottle price.

For example, on Buy 3 Get 1 Free you'd pay for 3 bottles and receive 4. Send one back and you'd get a quarter of what you paid.

Want a full refund? Send the whole order back.

Delivery costs

  • Cancelling your whole order: we refund what you paid for standard delivery. If you paid extra for a faster service, we refund the standard rate.

  • Sending part of an order back: delivery isn't refunded.

  • Getting it back to us: that's your cost, unless we've made a mistake.

Please use a tracked service. Until a parcel reaches us it's still your responsibility, and we can't refund something that doesn't arrive.

If something's wrong

If your order arrives damaged, faulty, or isn't what you ordered, email us within 30 days with your order number and a photo.

We'll cover the return postage and either replace it or refund you in full, whichever you'd prefer. It doesn't matter if you've opened it.

Sending something back

  1. Email info@insynergy-labs.com with your order number and what you're returning.

  2. We'll send you the returns address and a reference number.

  3. Post it back within 14 days, with the reference included.

Please get in touch before sending anything, or we may not be able to match your parcel to your order.

Your refund

We'll refund your original payment method within 14 days of your return reaching us, or within 14 days of you sending us proof of postage, whichever comes first.

A note on your legal rights

This policy sits alongside your rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing here takes those rights away.


Please send any request for withdrawal, with your details, to the following address: 

Koutos Ltd t/a Insynergy Labs , 71-75 Shelton Street, London, England, WC2H 9JQ.
Email: info@insyergy-labs.com
If the withdrawal is made in the above manner, the purchase contract for the item is cancelled and we shall refund your money within 28 (twenty-eight) days from your notice. The only exception would be if you have used the item excessively or improperly, i.e. not just tested if it is right for the intended purposes; in such a case you have to pay the loss value of the item and the shipping costs. 

We will give you a full refund of the return charge, if you had to return the goods because of our mistake. These terms do not affect your legal statutory rights. 


Delivery


If Insynergy Labs accepts your order, please allow us 7 to 14 working days to deliver the goods to you, subject to stock availability. However, in most cases the goods will be with you before that time. Delivery dates are only estimates and Insynergy Labs does not guarantee delivery within any such time and shall not be liable for any delay in delivery or performance.
We deliver to the whole UK territory (except the Channel Islands) and use the means of delivery / transport that provides the best and quickest service for each area. If your product is lost or damaged in transit, you must make your claim in writing. Damaged products must be retained in case we need to inspect them. For failed deliveries, please wait 10 working days in case of delays.