Refund policy

We want you to feel confident ordering from Keto & Green. If you need help with a return, exchange or a problem with your bottle, please get in touch.

Changing your mind

You can cancel your order without giving a reason by letting us know within 14 calendar days after delivery. You then have a further 14 days from notifying us to send the goods back.

For change-of-mind returns, bottles must be unopened and unused, with their original tamper-evident seals intact. For food safety and hygiene reasons, we cannot accept these returns once a bottle has been unsealed. Opening the outer delivery packaging is fine.

These conditions do not affect your rights if a product is faulty, damaged or not as described.

How to arrange a return

Contact us through our contact page, including your order number if available and whether you would like a refund or exchange. We’ll provide the return address and instructions.

Returns are sent by post. Please package glass bottles securely and keep proof of postage.

For change-of-mind returns and exchanges, you are responsible for arranging and paying for return postage. We do not charge a restocking fee.

Exchanges

We accept exchanges of unopened, unused bottles under the same notification, return and condition requirements above, subject to availability.

Please contact us to arrange the exchange. Any additional delivery charge for sending the exchanged item will be explained and agreed with you before you proceed. You can choose an eligible refund instead.

Damaged, faulty or incorrect items

If your bottle arrives damaged, faulty or incorrect, please contact us with your order number and, where possible, a photograph to help us resolve the issue.

We will arrange a replacement at no extra cost. If you would prefer a refund, please let us know, we will honour your legal rights.

If we need the item returned, we will arrange or cover reasonable return-postage costs. Please contact us before posting damaged glass.

The unopened condition and 14-day change-of-mind notification window do not limit your rights concerning faulty or misdescribed goods.

Refunds

For eligible change-of-mind returns, we will refund you without undue delay and no later than 14 calendar days after receiving the goods back or receiving evidence that you have sent them back, whichever happens first.

Refunds are made to your original payment method unless we agree otherwise.

If you cancel your entire order, we will also refund any standard delivery charge you paid. Any additional amount paid for a more expensive delivery service is not refundable under a change-of-mind cancellation.

For faulty or misdescribed goods, we will provide any refund due within the applicable legal timeframe.

Your rights

Nothing in this policy limits your statutory consumer rights.