Refund policy
Our 90-day money-back guarantee If Nighttime Magnesium Cream isn't for you, email us within 90 days of the day your order was delivered and we'll refund what you paid for it. You don't need to give a reason, and it's fine if you've opened and used it — you can't judge a cream without trying it.
How to ask for a refund Email with your order number. You don't need to fill in a form. Please don't post anything back until we reply: we'll tell you whether we need the jar returned, and usually we won't. If we do ask for it back, we'll send you the return address and cover the return postage.
When you'll get your money If we don't need the jar back, we'll refund you within 14 days of your email. If we ask for it back, we'll refund you within 14 days of receiving it or of you sending us proof of postage, whichever is sooner. We refund to your original payment method and email you when it's done. How quickly it then appears is down to your bank or card provider.
If you only want a refund on part of a bundle Buy 2 and Buy 3 prices come from automatic discounts. If you ask for a change-of-mind refund on some of the jars in a bundle, we recalculate the price for the jars you keep and refund the difference. For example:
- You paid £60 for 3 and want a refund on 1: you keep 2 at £45, so we refund £15.
- You paid £60 for 3 and want a refund on 2: you keep 1 at £25, so we refund £35.
- You paid £45 for 2 and want a refund on 1: you keep 1 at £25, so we refund £20. These examples use UK prices; if you paid in another currency, the same percentages apply. This doesn't apply to jars that are damaged, faulty, wrong or lost. For those, we refund what you paid for that jar (for example £20 for one jar from a £60 order of 3) or replace it — your choice.
Delivery and shipping protection Delivery is free, so there's nothing to deduct. If you added shipping protection, we refund it whenever we refund your whole order.
Damaged, faulty or wrong items If your order arrives damaged, faulty or isn't what you ordered, email us with your order number (and a photo if you can). We'll replace it or refund you in full — your choice — including any return postage. This doesn't affect your legal rights under the Consumer Rights Act 2015.
Lost or damaged in transit Your order is our responsibility until it's delivered to you. If it's lost or damaged on the way, we'll resend it or refund you in full — your choice — with or without shipping protection. See our Shipping policy.
If the cream irritates your skin Stop using it and email us, and we'll refund you under the guarantee. If a reaction is severe or doesn't settle, speak to a pharmacist or doctor.
Cancelling before it ships Email us straight away and we'll cancel your order and refund you in full, including any shipping protection. Once it's on its way, you can still cancel under your 14-day legal right (below) or use the 90-day guarantee.
Your legal right to cancel You can cancel your order at any time from when you place it until 14 days after the day you receive it. To cancel, tell us clearly — by emailing , or by using the form at the end of this policy (you don't have to use it). If we ask for the jar back, please send it within 14 days of telling us; we'll cover the return postage. We'll refund everything you paid, including any shipping protection, within 14 days of receiving the jar back or of you sending us proof of postage, whichever is sooner, or within 14 days of you telling us if we don't need it back.
If goods are faulty or not as described, you also have rights under the Consumer Rights Act 2015. Nothing in this policy affects your legal rights.
Customers outside the UK If you live outside the UK, you also have the rights your own country's consumer law gives you. For example, EU and Norwegian customers have a 14-day right of withdrawal. Australian customers: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Cancellation form (Complete and return this form only if you wish to cancel the contract.) To: [LEGAL NAME], trading as ORIVRA, [STREET ADDRESS], London SE22 8DL, United Kingdom — I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods*: Ordered on* / received on*: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date: *Delete as appropriate.