Refund and returns policy

Thirty days to try Reindeer Organ Complex. If it is not for you, message hello@arcticorgans.com first and we will sort it out. Refunds, once agreed, are processed within three to seven working days.

The short version

• Message us first. Email hello@arcticorgans.com before you send anything back.
• Thirty day money back guarantee from the day your order is delivered.
• Refunds are processed within three to seven working days once agreed, back to the card or account you paid with.
• Damaged, faulty or wrong items are on us. No return postage to pay, no jar to send back in most cases.
• Cancel your subscription any time before the next order is prepared. There is no lock in and no cancellation fee.

Our thirty day money back guarantee

Reindeer Organ Complex is a subscription, delivered every four weeks. We know you are committing to something before you have felt it, so your first jar is covered by a thirty day money back guarantee.

You have thirty days from the day your order is delivered to tell us it is not working for you. Take the capsules, give them a fair run, and if you are not happy we will refund the price you paid for that jar.

The guarantee applies to your first jar of a subscription. After that, individual deliveries can still be refunded or replaced where something has gone wrong with the order, and we look at every message on its own merits.

Step one, always message us first

Do not post anything back to us before you have contacted us. We hold our own stock and we do not run a public returns address, so parcels that arrive without a return agreed in advance cannot be matched to an order, cannot be processed and cannot be refunded. We also cannot return them to you.

Email hello@arcticorgans.com or use our contact page and we will reply with what to do next. If a return is needed we will give you the correct return address and a reference to write on the parcel.

What to put in your message

• Your order number, or the email address you ordered with.
• Your name and the country the order was delivered to.
• Whether the jar is unopened or opened.
• What has gone wrong, in your own words.
• Photographs if the parcel or jar arrived damaged, or if the wrong item is inside.

We answer every message. Most are answered within one working day.

Unopened jars

If the seal is intact and the jar is in the condition it arrived in, message us within thirty days of delivery and we will arrange a return. Send it back unopened, in outer packaging that protects it, and we will refund the price of that jar once it reaches us and we have checked it.

Return postage on an unopened jar you have simply changed your mind about is paid by you. We do not refund the original delivery charge in that case.

Opened jars

This is what the thirty day guarantee is for. If you have taken the capsules and they are not doing what you hoped, you do not need to send a half empty jar across the world at your own expense.

Message us within thirty days of delivery, tell us how long you took it and what you noticed, and in most cases we will refund you without a return. If we do ask for the jar back, we will tell you so in writing and we will cover the postage.

For hygiene and safety reasons we cannot resell an opened jar, so anything returned to us is destroyed rather than put back into stock.

Damaged, faulty or wrong items

If your jar arrives broken, leaking, past its best before date, or it is not the product you ordered, that is our problem to fix, not yours.

Message hello@arcticorgans.com within fourteen days of delivery with photographs of the jar and the outer packaging. We will send a replacement free of charge, or refund you in full including the original delivery charge, whichever you prefer.

You will not pay return postage on a damaged, faulty or incorrect item. In most of these cases we do not need the jar back at all.

Orders that have not turned up

We ship worldwide. It takes us one to two working days to pick and pack, then three to five working days in transit, so about five working days in total. Customs can add time on some international routes.

Check your tracking first on our track my order page. If tracking has not moved for seven working days, or the carrier has marked it delivered and you do not have it, message us. We will chase the carrier and either replace the order or refund it.

Full timings by region are on our shipping policy page.

How and when you get your money

Once a refund is agreed, we process it within three to seven working days. It goes back to the original payment method, so the card or account you paid with. We cannot refund to a different card, to someone else's account or as store credit unless you ask us for credit instead.

After we have processed it, your bank or card provider controls how quickly it appears on your statement. That is usually a few working days, and occasionally up to a full billing cycle. We will email you the moment the refund leaves our side so you have it in writing.

Where a return was required, the three to seven working days start from the day the jar reaches us and we have checked it, not the day you posted it.

Return postage, in plain terms

• Changed your mind on an unopened jar. You pay the return postage.
• Damaged, faulty, wrong item or our packing mistake. We pay, and we usually do not need the jar back.
• Thirty day guarantee on an opened jar. Normally no return needed. If we ask for it, we pay.

Until a returned parcel reaches us it is still your responsibility, so use a tracked service and keep your proof of postage. If a return goes missing without tracking we cannot refund it.

Subscription orders that have already been dispatched

Because we hold our own stock, subscription orders move fast. Once a renewal has been charged and the jar has gone into the pick and pack queue we cannot pull it back out, and once it has left us it is on its way.

If a renewal was charged and dispatched before you got round to cancelling, you have two options:

• Keep the jar, and we cancel the subscription so there are no further charges.
• Message us, return it unopened once we have confirmed the return, and we refund the price of that jar when it reaches us.

Refuse delivery and the parcel can sit in a depot for weeks before it comes back to us, which delays your refund. Taking it in and returning it with tracking is quicker for everyone.

Cancelling or pausing your subscription

There is no contract and no minimum number of jars. You can cancel before your next order is prepared and that is the end of it.

The easiest way is the link in any of your order or renewal reminder emails, which opens your own manage subscriptions page. From there you can:

• Cancel the subscription.
• Skip the next delivery or push the date back.
• Pause for a while and start again when you want.
• Change your delivery address or your card details.

Do it at least two working days before your renewal date so the change lands before we charge and pack. If you cannot find the link, or you would rather we just did it, email hello@arcticorgans.com and we will cancel it for you and confirm in writing. We will never ask you to jump through hoops to leave.

What we cannot refund

• Jars returned without contacting us first, because we cannot identify them.
• Claims made more than thirty days after delivery, outside the guarantee.
• Jars that have been stored badly, tampered with or decanted into another container.
• Deliveries that failed because the address given at checkout was wrong or incomplete.
• Import duties or local taxes charged by your own country, which are set by customs and not by us.
• Repeat claims on the same subscription where no jar is ever returned and no fault is described.

If you think your situation is fair but it is not covered above, tell us anyway. We read every message and we would rather sort something out than argue over a line in a policy.

Your legal rights

Nothing on this page takes away the rights you have under the consumer law of your own country. Where your local law gives you a longer window or a stronger remedy than the thirty day guarantee, your local law applies.

Food supplements are sealed goods. In some countries that means an opened jar sits outside the standard cooling off period. Our guarantee is deliberately more generous than that, which is why we cover opened jars for thirty days.

Talk to a human

One email address, read by us, no ticket maze.

hello@arcticorgans.com

Put your order number in the subject line and we will get to you faster. Our FAQ answers most questions about dosage, ingredients and delivery, and the shipping policy, terms of service and privacy policy cover the rest.