Refund policy

Last updated: 27 September 2026

Scoop Stack is a trading name of OccaStore Limited. This policy explains how to return something and how refunds work. It doesn't affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

The short version

  • Changed your mind? Return unopened items within 30 days of delivery.
  • Faulty, damaged, wrong or missing? Tell us within 30 days and we'll replace or refund it, including return postage.
  • Opened food supplements can't be returned unless they're faulty. This is for health and hygiene reasons.
  • Refunds go back to your original payment method within 14 days of us receiving your return. Most are processed within 5 working days.

1. Changing your mind

You can return any item within 30 days of delivery if it is:

  • unopened, with the seal, tamper seal and any foil lid intact
  • unused and in its original packaging
  • in a condition we can resell

The law gives you 14 days to cancel an online order. We extend that to 30 days.

You pay the cost of sending change-of-mind returns back to us. If you cancel your whole order within 14 days of delivery, we also refund the standard delivery charge you paid. We don't refund the extra cost of a faster delivery option you chose.

2. Items we can't accept back

  • Opened or unsealed consumables — powders, capsules, tablets, drinks, bars, gels and snacks. Once the seal is broken they can't be resold for health and hygiene reasons.
  • Gift cards.
  • Items returned after 30 days, unless they're faulty.

None of this applies if the item is faulty, damaged or not what you ordered. See section 3.

3. Faulty, damaged, wrong or missing items

If something arrives damaged, leaking, past its best before date, faulty or different from what you ordered, contact us within 30 days of delivery. For damage in transit, please tell us within 48 hours if you can, with a photo of the item and the box.

We'll send you a free return label, or ask you to dispose of the item if returning it isn't practical. We'll then send a replacement or give you a full refund, whichever you prefer. We cover all delivery and return costs.

If part of your order is missing, contact us within 14 days and we'll send it out or refund it.

After 30 days, you're still protected by the Consumer Rights Act 2015. Faulty items can be repaired, replaced or refunded.

4. Offers, multi-buys and free gifts

  • Discount codes and partner prices — we refund the amount you actually paid for the item.
  • Multi-buy offers — if you return part of a multi-buy, we refund what you paid for the returned items after the multi-buy saving. If the remaining items no longer qualify for the offer, we may deduct the difference.
  • Free gifts — if you return the product that qualified you for a free gift, please return the gift unopened too. Otherwise we may deduct its normal price from your refund.

5. Subscriptions

  • You can skip, pause, change or cancel your subscription at any time from your account, before your next payment date. There's no cancellation fee.
  • If you've been charged but your order hasn't been dispatched yet, contact us as soon as possible and we'll cancel it and refund you in full.
  • Once a subscription order has been dispatched, it follows the normal returns rules in this policy.
  • Cancelling a subscription doesn't affect orders that have already been delivered.

6. How to return an item

  1. Request your return. Sign in to your account, open Orders, choose the order and select Request return. No account? Email us at [RETURNS EMAIL] with your order number and the items you'd like to return.
  2. Wait for approval. We'll reply within 1 working day with your return instructions and, where we're paying, a prepaid label. Please don't send anything back before your return is approved.
  3. Pack it securely and include your order number.
  4. Send it using a tracked service and keep your proof of postage. We can't refund returns that are lost in the post without it.

Returns address:
Unit 15, Gemini 8
Apollo Park
Westbrook
Warrington
England
WA5 7AE
United Kingdom

7. Refunds

  • We check every return when it arrives and email you once we've processed it.
  • Refunds go back to your original payment method within 14 days of us receiving the item. For a change-of-mind cancellation, that can also be 14 days from when you show us proof of sending, if that's sooner. Most refunds are processed within 5 working days.
  • Your bank or card provider may take a further 3–5 working days to show the money in your account.
  • Orders paid with a gift card are refunded to a gift card.
  • If a returned item has been handled more than you'd need to inspect it, or is damaged after delivery, we may reduce the refund to reflect that.

8. Exchanges

For a different flavour or size, the quickest way is to return the original item for a refund and place a new order. For faulty or wrong items, we'll send the correct replacement for free.

9. Contact us

Email: returns@scoopstack.co.uk
We aim to reply within 1 working day, Monday to Friday.

OccaStore Limited, trading as Scoop Stack
Registered in England and Wales, company number 12091098
Registered office: Kemp House, 160 City Road, London EC1V 2NX
VAT number: GB379682335