Refund policy
Your right to cancel
If you're in the UK, you have 14 days from the day you receive your order to cancel it for any reason, under the Consumer Contracts Regulations 2013. You don't need to give us a reason.
Once you've told us you're cancelling, you have a further 14 days to send the items back. We'll refund you within 14 days of receiving them.
Because we sell food products, the inner heat-sealed bag of jelly beans must be unopened and intact. We can't accept or refund items where that seal has been broken, for food safety reasons.
Our 30-day returns policy
On top of your legal cancellation rights, we accept returns for 30 days from delivery. To be eligible, items must be:
- Returned with the inner heat-sealed bag unopened and intact
- In their original outer packaging and undamaged
- Accompanied by your order number or proof of purchase
How to start a return
Get in touch at info@banterbiotics.com with your order number and what you'd like to return, and we'll arrange it with you. You can also use our contact form.
Please don't send anything back before contacting us — we can't process returns we're not expecting.
Return postage: you pay for return postage unless the item is faulty, damaged or not what you ordered, in which case we'll cover it. We recommend getting proof of postage, as we can't refund items that don't reach us.
Return address:
Banterbiotics, Trafalgar House, Newhaven, East Sussex, BN9 9DD
Damaged, faulty or wrong items
Check your order when it arrives and get in touch within 30 days if anything is damaged, faulty or incorrect. Send a photo if you can — it usually means we can sort it out without you posting anything back.
Under the Consumer Rights Act 2015, if goods are faulty you're entitled to a full refund within 30 days of delivery. After that, we'll offer a repair, replacement or refund as appropriate.
We'll cover return postage on anything faulty, damaged or sent in error.
What we can't accept
- Opened products. Once the inner heat-sealed bag has been opened, we can't resell or refund it unless the item is faulty.
- Personalised items, unless faulty or damaged.
- Gift cards.
Sale items are returnable on the same terms as everything else.
Exchanges
The quickest way to swap something is to return the original and place a new order. Once we've received and checked your return, we'll refund you as normal.
Refunds
We'll email you once we've received and inspected your return to confirm whether it's approved.
Approved refunds go back to your original payment method within 14 days. Your bank may take a few more days to show it.
If it's been more than 14 days since we confirmed your refund and nothing's arrived, get in touch at info@banterbiotics.com and we'll chase it up.
EU customers
If your order is shipped to the European Union, you have the same 14-day cancellation right described above.
Contact details
Banterbiotics, Trafalgar House, Newhaven, East Sussex, BN9 9DD