Refund and Returns Policy

Last updated: May 2026

1. Overview

At HGH Steroids UK, we are committed to delivering high-quality, lab-tested human growth hormone products. We understand that issues can occasionally arise with orders, and we have established this refund and returns policy to ensure fair and transparent resolution for our customers in the United Kingdom.

2. Eligibility for Returns and Refunds

Due to the nature of our products and for health and safety reasons, we can only accept returns and issue refunds in the following circumstances:

• Damaged in transit: the product arrived visibly damaged, broken, or compromised
• Incorrect product: you received a product different from what you ordered
• Missing items: your order was incomplete or items were missing from the parcel
• Defective product: the product is clearly defective (for example, discoloured solution, broken seals, or damaged packaging that compromises product integrity)

We are unable to accept returns or issue refunds for change of mind, incorrect ordering by the customer, or products that have been opened, used, or tampered with. This policy does not affect your statutory rights under UK consumer protection law.

3. How to Request a Return or Refund

If you believe your order qualifies for a return or refund, please follow these steps:

• Contact our support team within 48 hours of receiving your order at [email protected]
• Include your order number and a clear description of the issue
• Attach photographs showing the damage, defect, or incorrect product (required)
• Do not discard the product or packaging until your claim has been reviewed

Our support team will review your claim and respond within 24 hours during business days. We may request additional information or photographs to assess your claim.

4. Refund Options

Once your claim has been approved, we will offer one of the following resolutions at our discretion:

• Full replacement: we will send a replacement product free of charge with next-day UK delivery
• Full refund: we will issue a refund to your original payment method
• Partial refund or store credit: offered in cases of minor damage that does not affect product usability

5. Refund Processing Time

Once a refund has been approved, it will be processed within 5 working days. Depending on your payment provider, the refund may take an additional 3 to 10 working days to appear in your account. Bank transfers may take longer to process than card payment refunds. We will send you a confirmation email once the refund has been issued.

6. Non-Delivery Claims

If your order tracking shows the parcel as delivered but you have not received it, please contact us within 48 hours. We will liaise with the courier service to investigate the delivery. If the investigation confirms non-delivery, we will offer a full replacement or refund. Please check with household members and neighbours, and check any safe places or alternative delivery locations before submitting a non-delivery claim.

7. Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at [email protected]. If the order has not yet been processed for dispatch, we will cancel it and issue a full refund. Once an order has been dispatched, it cannot be cancelled and the standard returns policy applies.

8. Damaged Products: Packaging and Handling

All HGH products are carefully packaged using protective materials to minimise the risk of damage during transit. If you receive a parcel that appears damaged externally, we recommend photographing the packaging before opening it. This photographic evidence will help expedite any damage claim. Once opened, inspect all items immediately and photograph any damage before contacting our support team.

9. Contact Us

For all return and refund enquiries, please contact our UK-based support team:

• Email: [email protected]
• Response time: within 24 hours (business days)
• Hours: Monday to Friday, 9:00 AM to 6:00 PM / Saturday, 10:00 AM to 2:00 PM