Refund policy
Last updated: 27 September 2026
Our first-order promise
If you decide Thalo isn't for you, you can have your first order refunded within 30 days of it being delivered, even if you've opened it.
- Monthly plan: keep the pouch. There's nothing to send back.
- 3-monthly plan: keep one pouch and send the other two back unopened, at your own cost. We'll give you our returns address. Once we receive them, we'll refund your whole first order. If they aren't returned, or come back opened, we'll refund one pouch's share of the order.
To keep this promise fair for everyone:
- It applies to your first order only.
- It can be claimed once per customer and once per delivery address, ever. Claims that share a name, email address, delivery address or payment card are treated as coming from the same customer.
- You'll need to ask within 30 days of your first order being delivered, by emailing support@takethalo.com from the email address you ordered with.
- Claiming the promise cancels your subscription.
- We may decline a claim if we reasonably believe the promise is being misused, for example through repeat claims using different accounts.
This promise is in addition to your legal rights, set out below. It doesn't replace them.
Your 14-day right to cancel
You can cancel your order, or your subscription, for any reason within 14 days of the day you receive it. For a subscription, the 14 days run from delivery of your first order.
To cancel, email support@takethalo.com with your order number within those 14 days. We'll reply with our returns address. Please send the goods back within 14 days of telling us you're cancelling. The cost of return postage is yours.
We'll refund the full price of your order to your original payment method within 14 days of receiving the goods back, or of you showing us proof that you've returned them, whichever is sooner.
Opened pouches: Thalo is a food supplement sealed for health protection and hygiene reasons. Once a pouch has been unsealed after delivery, the 14-day right to cancel no longer applies to that pouch. Pouches you return under this right must be unopened, with the seal intact. This doesn't affect our first-order promise above, or your rights if a product is faulty.
Damaged, faulty or incorrect orders
If your order arrives damaged or incorrect, or a product is faulty, email support@takethalo.com with your order number and a photo. For damage in transit or an incorrect item, please let us know within 7 days of delivery. We'll send a replacement or give you a full refund, and you won't need to send anything back unless we ask to examine it. If we do, we'll cover the cost. Your legal rights for faulty goods, including the right to a refund within 30 days of delivery, always apply.
Returns address
We'll give you our returns address when you contact us about a return. Please don't send returns to our registered office, which cannot accept them.
How refunds are paid
Refunds go back to the payment method you used. Delivery is free, so there is no delivery charge to refund. Depending on your bank, it can take a few days for the money to show in your account after we've processed the refund.