Refund & Returns Policy – Carb Smart Living
This Refund & Returns Policy explains how returns, cancellations, and refunds are handled for products purchased from Carb Smart Living (“we”, “us”, or “our”) through our website. By placing an order, you agree to the terms outlined below.
1. 30-Day Right to Cancel (Cooling-Off Period)
Under UK law (Consumer Contracts Regulations 2013), you have the right to cancel your order within 30 days of receiving your goods. This allows you to inspect the product as you would in a physical shop.
Please note:
Certain food products are sold for health and hygiene reasons. These items cannot be returned once opened, and perishable goods may also be excluded from cancellation rights.2. Perishable Goods and Food Safety
Because Carb Smart Living sells food items, special rules apply:
Unopened, non-perishable items may be returned within 30 days.
Perishable items (including products with less than 60 days of shelf life upon delivery) are non-returnable, unless damaged or defective on arrival.
Any product that has been opened, used, or tampered with cannot be returned for hygiene and food safety reasons.
3. How to Start a Return
To request a return or cancellation:
Contact us at carbsmartliving@gmail.com within the 30-day period.
Provide your order number, details of the item, and the reason for your request.
We will confirm eligibility and provide the return address and instructions.
Please do not send items back without contacting us first.
4. Returning Your Item
If your return is approved:
Items must be unused, unopened, and in their original packaging.
You are responsible for the cost of return shipping unless the product is faulty, damaged, or we made an error.
We recommend using a tracked shipping service, as you remain responsible for the item until it reaches us.
Items returned in a used or opened condition cannot be refunded.
5. Refunds
Once your return is received and inspected, we will notify you of approval or rejection.
For approved returns:
A refund will be issued to your original payment method.
Processing times vary depending on your bank or payment provider.
Original shipping charges are non-refundable, except in cases where we made an error or the product was faulty.
6. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if we have sent the wrong product:
Contact us within 48 hours of delivery at carbsmartliving@gmail.com
Please provide photos where possible.
We will arrange a replacement, refund, or prepaid return label depending on the situation.
This is in accordance with your rights under the Consumer Rights Act 2015.
7. Exchanges
We do not currently offer direct exchanges.
If you wish to change a product, please return the original (if eligible) and place a new order.8. Return Refusals
We may refuse a return if:
Goods have been opened or used
Packaging is not intact
Items are returned damaged due to inadequate packaging
Items fall under the perishable exemption
The request is made outside the 30-day cooling-off period without valid reason (e.g., defect)
9. Contact Us
For all return or refund enquiries, contact:
📧carbsmartliving@gmail.com
We aim to respond within 1–2 working days.