Refund policy
Refund and Cancellation Policy
MakeMySupps — a trading name of SimplePack Ltd Company number 16995498 (registered in England and Wales) Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ VAT registration number: GB 515 0608 22
Email: orders@makemysupps.co.uk
Last updated: 25 August 2026
1. The short version
Nothing is printed and nothing is filled until you have approved a proof. Up to that moment you can cancel for any reason and receive a full refund.
Once you approve the proof, we begin making something that exists only because you asked for it, with your brand on it. From that point the order cannot be cancelled, because we cannot sell it to anyone else.
If what arrives is faulty, damaged, short, or not what you approved, that is a different matter entirely and your rights are unaffected by anything in this policy.
2. Cancelling before you approve your proof
You may cancel at any point before you approve your artwork proof. You do not need to give a reason.
To cancel, email orders@makemysupps.co.uk from the address on the order, quoting your order number. We will refund the full amount you paid, including any delivery charge, to the original payment method within 14 days of receiving your cancellation.
This applies whether or not design work has begun, and whether the artwork was produced by you, by a designer we introduced you to, or by anyone else.
3. After you approve your proof
Once you approve a proof, your order becomes goods made to your specification and clearly personalised to you.
For consumers, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14-day right to cancel most distance purchases. That right does not apply to goods made to a consumer's specification or clearly personalised, and we rely on that exception. Approving your proof is the point at which you lose the right to cancel.
We are explicit about this because it is the single most important thing to understand before approving: it is the moment the order becomes final.
Nothing in this section affects your rights if the goods turn out to be faulty or not as described. See section 5.
4. Stock and non-personalised items
Some items carry no personalisation — unbranded samples, and any stock product sold without your artwork.
If you are a consumer, you may cancel these within 14 days of receiving them, return them to us within 14 days of telling us, and we will refund you within 14 days of receiving them back or of proof of postage, whichever is sooner. You pay the cost of return postage unless the item was faulty or incorrectly supplied.
Returned items must be unopened and with any seal intact. See section 6.
5. If something is wrong with your order
Contact us at orders@makemysupps.co.uk with your order number and, where the problem is visible, photographs. We would rather see a photograph on day one than a dispute on day thirty.
Faulty, damaged or not as described. If goods are faulty, damaged on arrival, or do not match the proof you approved, we will replace them or refund you. If you are a consumer, the Consumer Rights Act 2015 gives you a short-term right to reject within 30 days of delivery for a full refund, and rights to repair, replacement or a price reduction after that. These rights cannot be excluded and this policy does not attempt to.
Damage in transit. Please tell us within 3 working days of delivery, and photograph the outer packaging before disposing of it. Carriers routinely refuse claims without it.
Shortages or wrong items. Please tell us within 3 working days of delivery so we can check it against the batch records for your run.
Print or fill errors on our part. If the product does not match your approved proof, or the fill weight is outside tolerance, we remake it at our cost. You do not need to return the incorrect stock unless we ask you to.
6. What we cannot accept back
Opened or unsealed products. These are food supplements. Once a seal is broken we cannot verify how a product has been stored or handled, and we cannot lawfully resell it. We cannot accept returns of opened or unsealed product except where it is faulty.
Personalised product you approved. Where the goods match the proof you approved, we cannot accept a return because you have changed your mind about the design, the flavour, the format or the quantity.
Artwork errors that were present in the approved proof. A misspelling, a wrong ingredient list, or an incorrect claim that appeared on the proof and was approved is not something we can absorb. This is why the proof stage exists. Please read it carefully, and have someone else read it too.
Products past their best-before date at the time of the complaint, where the date had already passed before the issue was raised.
7. Design and artwork services
Where we introduce you to a third-party designer, that introduction is free and we take no commission from it.
Any agreement you reach with a designer is between you and them. We are not a party to it, and we cannot refund fees you have paid to a designer — including where you subsequently cancel your order with us. Please raise any dispute over design work directly with the designer.
8. Business customers
If you are buying in the course of a business, the statutory consumer rights in sections 3, 4 and 5 do not apply to you. Your rights are those set out in our Terms of Service, which for business customers replace this policy except where it says otherwise.
If you are unsure which applies to you: buying as a limited company or an established business makes you a business customer. Buying as an individual before you have started trading generally makes you a consumer, and you keep the consumer rights described above.
9. How to reach us
Email orders@makemysupps.co.uk with your order number.
Please do not return anything before contacting us. Our registered office in London does not receive goods, and anything sent there will not reach us. We will give you the correct returns address, which is our production site, and we will confirm it in writing before you send anything.
10. Complaints
If we have not resolved something to your satisfaction, say so by email and it will be looked at by a director rather than by the person who handled it first. Nothing in this policy affects your right to take a dispute further, and your statutory rights as a consumer are unaffected.