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Refund and Exchange Policy

We like to keep things simple here at Huel, so you can return any of our products within 30 days of delivery for a refund or exchange.

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it

If packages are sent to us in a bad condition, we unfortunately won't be able to give you a refund or exchange:

 

How to return an item for refund or exchange:

  1. Pack the item/s safe and securely, ensure the items are in a (brand new condition, in original packaging or equivalent). If packages are sent crushed in small packages, or are sent in a bad condition, we won't be able to give you a refund. We recommend to use the same box in which you received Huel. Please write your original order number next to receiver “Huel returns”. Please only send your pouch back inside a box, which include filling material to ensure it is not crushed or creased. To give you a refund the item must be in the condition in which you received it.
  2. Please include a returns note inside the parcel so our returns team know exactly what to do with it. You can download it here. You can edit the PDF on your computer, or you can print it out and fill it in.
  3. Send your parcel to:
    〒144-0042
    東京都大田区羽田旭町11番1号
    羽田クロノゲート物流棟3階
    ヤマトグローバルロジスティクスジャパン株式会社
    羽田クロノゲート支店
    “Huel 返品係 ”(Order No. 12345)
    TEL NO.03-6756-7236

Please note: We advise customers to take all the necessary precautions to ensure that their parcels are sent via a secure and reputable courier company. 

What happens next?

  1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  2. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days of delivery if you asked for a refund. If you asked for an exchange, we will have the exchange product dispatched to you within 5 days.  

How to return a faulty item:

  1. Firstly, I would like to say sorry. We hate disappointing customers so will do our best to rectify the problem asap.
  2. Add a note which states your name, address, order number, and reason for return. You can use our return form.
  3. Pack the item/s safe and securely.
  4. Send your parcel to:
  5. We do advise customers to take all the necessary precautions to ensure that their parcels are sent via a secure and reputable courier company. 
  6. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  7. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days of delivery. The refund includes your return shipping fee.

The above does not affect your statutory rights.

If you don't like the taste of Huel

  1. We're sorry you haven't enjoyed the taste of Huel. If you'd like help altering the flavour, have a look at our "how to use page" for some advice, or email us at support-jp@huel.com, where we'd be happy to help.
  2. If you would like to exchange Huel for a different flavour, ie Vanilla or Unflavoured & Unsweetened, we unfortunately can't exchange open pouches. However, to exchange any unopened pouches, follow the steps under "How to return an item for refund or exchange" that is listed above.

Mistaken order

Occasionally, customers complain that we have fulfilled an order wrong. If this is due to a mistake at our end we will happily and immediately rectify this and have your order corrected. However, if the mistake is made on the customers side, we will unfortunately not be able to pay for delivery costs to fix this issue. This is because we believe there are ample opportunities (7 times before final checkout, see below) to check your order is correct before confirming your order. Also your order is written out in full in the confirmation email you receive minutes after placing your order. If you spot a mistake at that stage please let us know immediately and we may be able to correct it before your order is dispatched.

  1. The product page when you add Huel to your basket
  2. The basket page
  3. The customer information page in the checkout
  4. The shipping information page in the checkout
  5. The payment information page in the checkout
  6. The checkout review page
  7. The thank you/order confirmation page
  8. The order confirmation email

Cancelling orders

If you have not received your order dispatch email, we may be able to cancel your order. Drop us an email at support-jp@huel.com and we will try our best to catch it before it is collected. If your order has already been picked up by our couriers, we will be unable to cancel it.

Refusing delivery

In the unlikely event that you wish to refuse your delivery or it is unclaimed from a pick up shop, you will be held responsible for the cost of returning the package to Huel. Furthermore, we cannot be held liable for any loss or damage incurred by your order during transit back to us.

Returns handling fee

When your return is back with us you will be refunded the value of your order, minus admin and processing fees. The average admin and processing fee is JPY 2,500 however additional charges will be applied depending on order size and delivery address. These fees are calculated upon return of your order. We make no profit on this - this is what we are charged by our couriers to send and retrieve your parcel. 

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