For customers with orders delivered to EU destinations.
What Is the EU Statutory Right of Withdrawal?
If your order was delivered to an address in the European Union, you may have a statutory right to withdraw from your order within 30 days of receiving your goods.
This means you can request to withdraw from your order and receive a refund without needing to provide a reason, as long as your request is submitted within the required withdrawal period.
This statutory right is separate from, and in addition to, our 90-day Money Back Guarantee.
Who Is Eligible?
You may be eligible if:
- Your order was delivered to an address in the European Union.
- Your withdrawal request is submitted within 30 days of the delivery date.
- Your order was placed online through our website.
This applies to eligible one-time purchases and subscription orders delivered to EU destinations.
How to Submit a Withdrawal Request
You can submit your withdrawal request through our online withdrawal form.
To find the form:
- Go to our website.
- Open the Support dropdown in the header navigation.
- Select EU Withdrawal Requests.
- Complete the withdrawal form.
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ℹ️ Note: The form does not require you to log in to an account.
Step 1: Look Up Your Order
On the “Withdraw your contract” page, enter the following details:
- Your full name
- Your order or contract number
- The email address used for your order
Your order or contract number can be found in your order confirmation email.
Please make sure the email address entered matches the email address used when placing your order.
Step 2: Choose What You Want to Withdraw
After your order is found, you can choose the item or items you wish to withdraw.
Nothing is selected automatically, so please tick the relevant item or items carefully before continuing.
You may also be asked to choose an optional reason from a dropdown or add an optional note. You do not need to provide a reason to exercise your statutory right of withdrawal however any feedback you provide will help us improve our products and services.
Step 3: Review and Confirm
Before submitting your request, you will see a summary of the information provided, including your name, order number, email address, selected item or items, and any optional reason or note.
Please review the details carefully.
Once everything is correct, click Confirm withdrawal to submit your request.
After You Submit Your Request
After confirming your withdrawal request, you will see a confirmation screen stating that your withdrawal declaration has been received.
This page may include:
- Confirmation that your refund has been issued to your original payment method.
- Confirmation that you do not need to return anything.
- The date and time your withdrawal declaration was received.
- A reminder that the confirmation acknowledges receipt of your declaration and does not necessarily constitute a legal assessment of whether the withdrawal is legally effective.
- A Download / print confirmation button for your records.
- Confirmation that a copy has also been emailed to you.
You should also receive confirmation by email. Please keep this confirmation for your records.
Do I Need to Return the Product?
No. For product safety and quality reasons, we do not accept physical returns of supplement products unless we specifically instruct you otherwise.
Supplement quality may be affected by handling, storage temperature, humidity, and other environmental conditions after delivery. To uphold our product safety and quality standards, please do not send any products back to us.
⚠️ Important: Please do not return any supplement products unless we specifically instruct you to do so.
If your EU withdrawal request is eligible, we will process your refund without requiring you to return the product. Refunds may take up to 15 business days to reflect on your account based on your bank's processing time.
What If My Product Has Been Opened?
You may still submit your withdrawal request if it is within 30 days of delivery.
Products that were supplied sealed and have been unsealed after delivery may not be eligible under the EU statutory right of withdrawal where health protection or hygiene exceptions apply.
However, your request may still be reviewed under our 90-day Money Back Guarantee, where applicable.
Emails You May Receive
1. Confirmation of Receipt of Your Withdrawal Declaration
This email confirms that your withdrawal declaration was received. It includes your declaration details and the date and time of receipt.
This confirmation is for your records and confirms receipt of your request.
2. Refund Notification
You may also receive a separate refund notification email confirming that your refund has been issued to your original payment method.
This email may include your order number, refunded item or items, refund breakdown, and total refunded amount.
[SCREENSHOT PLACEHOLDER: Refund notification email]
Refund Turnaround
Once your refund has been processed, it may take up to 10 business days to appear in your account, depending on your card issuing bank or payment provider.
If your refund has not appeared after this period, please contact your bank or payment provider directly for further assistance.
Requests Submitted After 30 Days
Requests submitted more than 30 days after delivery are not eligible under the EU statutory right of withdrawal.
However, you may still be able to request support under our 90-day Money Back Guarantee, where applicable.
Frequently Asked Questions
Where do I go to withdraw my order?
Go to the Support dropdown in the site menu and select EU Withdrawal Requests.
Do I need an account to submit a withdrawal request?
No. You do not need to log in or create an account. You only need your full name, order or contract number, and the email address used for your order.
How long do I have?
You must submit your withdrawal request within 30 days of receiving your goods.
Do I need to give a reason?
No. A reason is optional.
Do I need to return the product?
No. Please do not return any supplement products unless we specifically instruct you otherwise.
When and how will I be refunded?
Eligible refunds are issued to your original payment method. You will receive a refund notification once your refund has been processed.
Can I withdraw only part of my order?
Yes. The withdrawal form allows you to select specific items rather than the whole order, where applicable.
Need Help?
If you have any questions about your withdrawal request, please contact our Customer Happiness Team at support@thebbco.com.
Should you have any concerns, don't hesitate to contact our Customer Care Team by clicking here.