Last updated: Oct 15, 2026

The short version

Everything we ship is temperature-controlled and sealed, so we cannot accept returns of pens that have been delivered, opened or kept out of refrigeration. What we do instead is replace anything that arrives damaged, warm, or not matching its certificate, and we do it without argument.

Why we cannot take general returns

The Consumer Contracts Regulations 2013 normally give you 14 days to cancel an online order for any reason. Two exceptions in those regulations apply to what we sell.

Goods liable to deteriorate rapidly. Our pens contain peptides in solution and must be held between 2–8°C from the moment they leave us. Once a pen has been out of our control we have no way to know what temperature it has been held at, and a pen that has warmed is not the product we sold.

Sealed goods not suitable for return for health protection reasons. Each pen is sealed, and once that seal is broken it cannot be returned to stock.

In practice this means that once an order has been dispatched it cannot be cancelled for a change of mind. This does not affect your legal rights where goods are faulty, which are set out below and which nothing in this policy limits.

Cancelling before dispatch

If your order has not yet been dispatched, email support@nuewell.com with your order number and we will cancel it and refund you in full. Orders placed before [CUT-OFF TIME] on a working day usually go out the same day, so get in touch quickly.

If something is wrong with your order

Contact us within 48 hours of delivery if your order arrives in any of these states:

  • The packaging is damaged or the cold pack has fully thawed
  • The pen is warm to the touch
  • The solution is cloudy, discoloured or has visible particles in it
  • The batch number on the pen does not match the certificate on the product page
  • The dose counter does not turn, or turns without clicking
  • You received the wrong product or strength

Email support@nuewell.com with your order number and a photo of the pen and its packaging. We will replace it, or refund it in full if you prefer. We do not ask you to post anything back, because a pen that may have been temperature-compromised should not be travelling again.

The 48-hour window exists because the longer a pen sits after delivery, the harder it is for either of us to tell whether a problem happened in transit or afterwards. If you are away when a delivery arrives, tell us as soon as you find it and we will be reasonable about it.

Your statutory rights

Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to a repair, replacement or refund depending on the circumstances, and that right lasts well beyond 48 hours. Nothing in this policy takes that away. The 48-hour window is about transit damage specifically, not about your rights generally.

Orders that do not arrive

If your tracking shows delivered but you have not received the parcel, tell us within 3 days and we will open an investigation with the courier. If it is not located, we will replace the order.

If tracking has not updated for 1 week, email us and we will chase it.

Refunds

Refunds go back to the bank account the payment came from, through our payment provider. Allow 7-10 working days for the money to appear, depending on your bank.

Where a refund is due we refund the full amount paid including the original delivery charge.

Incorrect delivery details

If a parcel is returned to us because the address was wrong or nobody was available to receive it, we will contact you to arrange redelivery. Because of the cold chain, we cannot guarantee a returned parcel can be re-sent, and a replacement may be needed instead. Please check your delivery address carefully at checkout.

How to reach us

Email support@nuewell.com with your order number. We reply within one working day.