Refund and cancellation policy

Last updated 18 August 2026

Three separate things live on this page: your legal right to change your mind, our own 30-day promise, and what happens if a product is faulty. You can rely on whichever helps you most.

1. Your legal right to cancel

Because you are buying online, you have 14 days from the day you receive your order to change your mind, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to give a reason.

To cancel, tell us clearly within those 14 days: email info@thriiv.co.uk, or use the form at the bottom of this page. Then send the goods back to us within 14 days of telling us.

• Unopened packs: send them back and we will refund the price you paid, including standard outbound delivery, within 14 days of getting them back.
• Opened packs: for hygiene and food safety reasons we cannot resell a pack once its seal is broken, so the statutory right does not extend to opened food. Our 30-day promise below does cover you, so you are not left stuck.
• Return postage: you pay the cost of returning the goods to us. Please get proof of postage; until it reaches us, the parcel is your responsibility.

On a subscription, this right applies to your first delivery in the same way. Cancelling the subscription itself is simpler still. See below.

2. Our 30-day promise

If you decide thriiv is not for you, email us within 30 days of your first delivery and we will refund that order, opened packs included.

• It applies to your first order on any plan, one claim per customer.
• You will need to return the product to us and share details of what didn't work for you, that's it.
• Refunds go back to the card or account you paid from, within five working days of us agreeing it.

This promise is something we offer voluntarily. It is not a substitute for your legal rights and it does not reduce them.

3. If a product is faulty or not as described

Under the Consumer Rights Act 2015 you are entitled to a refund, replacement or repair if goods are faulty, damaged or not as described. Email us with your order number and a photo. Nothing on this page limits that.

4. Cancelling a subscription

There is no minimum term and no cancellation fee. Use the manage-subscription link in any order email, or email info@thriiv.co.uk and we will do it. Cancel before your next order is prepared and you will not be charged again.

If an order has already been charged and prepared when you cancel, that delivery still goes ahead and the cancellation takes effect from the following one. If you do not want that delivery either, the 14-day right above applies to it.

Model cancellation form

You do not have to use this (any clear statement is enough), but please use the below if helpful.