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Refund and Exchange Policy

We like to keep things simple here at Huel, so you can return any of our products within 30 days of delivery for a refund or exchange.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. If packages are sent to us in a bad condition, we unfortunately won't be able to give you a full refund or exchange:

 

How to return an item for refund or exchange:

  1. Pack the item/s safe and securely, ensure the items are in a re-saleable condition (i.e. brand new condition, in original packaging or equivalent). If packages are sent crushed in small packages, or are sent in a bad condition, we won't be able to give you a full refund. Please only send your pouch back inside a box, which include filling material to ensure it is not crushed or creased. To give you a full refund the item must be in a resalable condition, i.e. the condition in which you received it.
  2. Add a note which states your name, address, order number, and reason for return.
  3. Send your parcel to: Huel, Pure Offices - Suite 49, Midshires Business Park, Smeaton Close, Aylesbury, Buckinghamshire, HP19 8HL.

Please note: We advise customers to take all the necessary precautions to ensure that their parcels are sent via a secure and reputable courier company. 

What happens next?

  1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  2. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days of delivery if you asked for a refund. If you asked for an exchange, we will have the exchange product dispatched to you within 5 days.  

How to return a faulty item:

  1. Firstly, I would like to say sorry. We hate disappointing customers so will do our best to rectify the problem asap.
  2. Add a note which states your name, address, order number, and reason for return.
  3. Pack the item/s safe and securely.
  4. Send your parcel to: Huel, Pure Offices - Suite 49, Midshires Business Park, Smeaton Close, Aylesbury, Buckinghamshire, HP19 8HL.
  5. We do advise customers to take all the necessary precautions to ensure that their parcels are sent via a secure and reputable courier company. 
  6. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  7. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days of delivery.

The above does not affect your statutory rights.

If you don't like the taste of Huel

  1. We're sorry you haven't enjoyed the taste of Huel. If you'd like help altering the flavour, have a look at our "how to use page" for some advice, or email us at team@huel.com, where we'd be happy to help.
  2. If you would like to exchange Huel for an a different flavour, ie vanilla or unflavoured and unsweetened, we unfortunately can't exchange open pouches. However, to exchange any unopened pouches, follow the steps under "How to return an item for refund or exchange" that is listed above.

Mistaken order

Occasionally, people complain that we have fulfilled an order wrong. If this is due to a mistake at our end we will happily and immediately rectify this and have your order corrected. However, if the mistake is made on the customers side, we will unfortunately not be able to pay for delivery costs to fix this issue. This is because we believe there are ample opportunities (7 times before final checkout, see below) to check your order is correct before confirming your order. Also your order is written out in full in the confirmation email you receive minutes after placing your order. If you spot an mistake at that stage please let us know immediately and will be able to correct it before your order is dispatched.

  1. The product page when you add Huel to your basket
  2. The basket page
  3. The customer information page in the checkout
  4. The shipping information page in the checkout
  5. The payment information page in the checkout
  6. The checkout review page
  7. The thank you/order confirmation page
  8. The order confirmation email

 

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