Shipping
We ship worldwide from our network of distribution warehouses, so your order is sent from the location nearest to you. We offer two shipping options:
- Free Shipping — orders leave our warehouse 4–7 days after ordering.
- Express Shipping — orders leave our warehouse within 24–48 hours, depending on when the order is placed.
Orders placed before 12:00 GMT normally ship the next business day; orders placed after 12:00 GMT or at the weekend normally ship within two business days. Shipping is free on all orders. Your order is delivered in a plain package showing our name, Cognitive Bioscience UK Limited, and your name and address.
Your legal right to cancel (online orders)
Because you are buying online, under the Consumer Contracts Regulations 2013 you have a legal right to cancel your order for any reason within 14 days of the day you receive your goods — this is separate from, and in addition to, our money-back guarantee below.
- To cancel, contact us at customerservice@brain-smart.net within the 14-day period.
- You then have 14 days to return the goods to us. You are responsible for the cost of return postage.
- We will refund you within 14 days of receiving the goods back (or proof you have sent them), including the standard outbound delivery cost.
- We may reduce your refund to reflect any loss in value if the goods have been handled more than was necessary to check them.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, if an item is faulty, damaged or not as described, you have the right to a full refund if you reject it within 30 days, or to a repair or replacement after that. If the return is the result of our error or a faulty product, we will also cover the cost of return postage. Please contact us at customerservice@brain-smart.net so we can put it right.
Our 30-day money-back guarantee
In addition to your statutory rights above, we offer a money-back guarantee so you can try our formulas with confidence. Unopened, unused bottles can be returned for a refund of the purchase price (less shipping and processing) within 30 days of your order date, subject to the following:
- Unopened, unused returns must reach us within 30 days of your original order date. Returns arriving after 30 days cannot be accepted.
- If you ordered more than one bottle, any additional bottles must be returned unopened within the same 30-day period.
- Please contact us first for a Return Merchandise Authorisation (RMA) number, which we will issue by email and which is required to complete your return.
- Write the RMA number clearly on the package and return it using a trackable service to the address we provide. Returns without a tracking number or RMA cannot be accepted.
- Refunds are issued via your original payment method. Card refunds may take up to 30 days to appear on your statement.
The money-back guarantee is a goodwill policy for first-time customers; re-ordering constitutes satisfaction and uses up the guarantee. Shipping and processing charges are non-refundable under the guarantee, and where a free-shipping order is returned the original postage cost may be deducted. This goodwill guarantee does not affect your statutory rights set out above.
Special offers & discount vouchers
All BrainSmart special offers and purchases made using discount codes (for example, “Buy 2 get 1 free”) are valid for one use per customer.
Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.