Return and Refund Policy

Last updated: 3 November 2026

At Health Cultures, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.

1. Right to Cancel Your Order

If you purchase products from our online store, you generally have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise this right, you must notify us within 14 days of receiving your order by contacting us at:

Email: 

After notifying us of your cancellation, you have a further 14 days to return the products.

2. Return Conditions

To help us process your return, please ensure that:

• Products are returned in their original condition.

• Products are unused and undamaged.

• Products include their original packaging, where reasonably possible.

• You provide your order number or proof of purchase.

You may handle products only to the extent necessary to establish their nature, characteristics and functioning, as you would in a physical shop. We may reduce a refund where goods have been handled beyond what is necessary and their value has been diminished.

Certain products may be excluded from the 14-day cancellation right where permitted by law, including personalised or custom-made goods and sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed.

These exceptions do not affect your statutory rights concerning faulty or misdescribed products.

3. Faulty, Damaged or Incorrect Products

If you receive a faulty, damaged or incorrect product, please contact us as soon as possible.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs or videos showing the problem, where applicable.

We will assess the issue and offer an appropriate solution in accordance with applicable Irish and EU consumer protection laws.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

4. Refunds

Once your return has been received and assessed, we will notify you about the status of your refund.

For cancellations made under the statutory 14-day right, we will reimburse eligible payments within 14 days of being informed of your decision to cancel. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever happens first.

Refunds will generally be made using the original payment method unless you expressly agree otherwise.

Standard delivery charges will also be refunded where required by law. Additional costs resulting from choosing a more expensive delivery option will not be refunded.

5. Return Shipping Costs

For change-of-mind returns, customers are responsible for the direct cost of returning products, provided this has been communicated before purchase.

If a product is faulty, damaged or incorrect, Health Cultures will arrange or cover reasonable return costs as required by applicable consumer law.

Please contact our support team before sending any product back.

6. Exchanges

If you would like to exchange a product, please contact our customer support team.

Exchanges are subject to product availability and applicable consumer rights.

7. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us immediately.

We will do our best to accommodate your request. Once an order has been dispatched, you may use the applicable return and cancellation procedures described above.

8. Contact Us

For any questions about returns, refunds or cancellations, please contact:

Store: Health Cultures
Email: 
Business Address: 
Country: Ireland

We aim to respond to customer enquiries within 1–2 business days.