Returns and Refund Policy

Last updated: 13 October 2026

This policy explains how to cancel an order, return products and get a refund from D'Doctor UK (ddoctor.co.uk), which is operated by Vital Caucas Probiotics Ltd, company number 17129800, registered in England and Wales. It forms part of our Terms and Conditions (see clauses 7 and 8) and does not affect your legal rights as a consumer.

At a glance

• You can cancel for any reason within 14 days of receiving your order.
• Sealed products only: for health and hygiene reasons we can't take back products once they've been unsealed, unless they are faulty, damaged or not as described.
• If you change your mind, you pay the cost of returning the goods. If the product is faulty, damaged or wrong, we cover the return cost.
• Refunds go back to the payment method you used (card, Klarna or PayPal), within 14 days of us receiving your return or proof of posting.

1. Cancelling an order before it is dispatched

If your order hasn't been dispatched yet, email hello@ddoctor.co.uk with your order number as soon as possible. If we haven't yet sent it, we will cancel it and refund you in full. If it has already been dispatched, follow the steps in section 2 once you have received it.

2. Changing your mind: your 14-day right to cancel

Your time limit

You have 14 days from the day you receive your order to tell us you want to cancel. If your order arrives in separate deliveries, the 14 days run from the day you receive the last one.

How to tell us

Contact us clearly, using any one of these:

• Email: hello@ddoctor.co.uk
• Post: Vital Caucas Probiotics Ltd, 36 Market Place, Heckmondwike, England, WF16 0JG
• Phone: 07471 579850
• Cancellation form: use the model form at the end of our Terms and Conditions (optional)

Please give your name, order number and which products you are cancelling. We will reply to confirm we've received your request. To meet the deadline, you only need to send your cancellation notice before the 14 days run out.

Sending the goods back

• Send the goods back within 14 days of telling us you want to cancel.
• Return them to: Vital Caucas Probiotics Ltd, 36 Market Place, Heckmondwike, England, WF16 0JG.
• You pay the cost of returning the goods. We recommend a tracked service, and keeping your proof of posting. You are responsible for the goods until we receive them, so we can't be responsible for returns that are lost or damaged on the way back to us.
• Put your name and order number inside the parcel.

What can be returned

Because our products are food supplements, the following rules apply for health and hygiene reasons:

• Sealed, unopened products can be returned for a refund.
• Once the seal has been broken, the product can't be returned under your right to change your mind. This covers opened tubs, bottles, sachets, blister packs and similar, once the tamper-evident or inner safety seal has been removed or broken.
• This exception does not apply if the product is faulty, damaged or not what you ordered. See section 3.
• If you aren't sure whether to open a product, please contact us first.

You may open the outer packaging and handle the product only as far as needed to check it, as you could in a shop. If the goods come back in a worse condition because you handled them more than that, we may reduce your refund to reflect the loss in value.

Your refund

• We refund the price of the goods and the cost of standard delivery. We don't refund any extra cost of a faster or more expensive delivery option that you chose.
• We will refund you within 14 days of the day we receive the goods back or, if earlier, the day you give us proof that you've posted them. We may wait for the goods to arrive before refunding.
• If your order qualified for free delivery only because of the total value, and you return only part of it so that the remaining goods fall below the free-delivery threshold, we may deduct the delivery charge that would have applied to the goods you keep.
• If you used a discount code, the refund will be the amount you actually paid for the returned goods.
• Please note that we do not offer direct exchanges. If you would like a different product, return the original for a refund and place a new order.

3. Faulty, damaged or wrong products

If a product arrives damaged, faulty, not as described, past or too close to its best-before date, or not what you ordered, we'll put it right.

What to do

• Contact us at hello@ddoctor.co.uk with your order number, a description of the problem and, ideally, photos (of the product, the label showing the batch number and best-before date, and the outer packaging if it was damaged in transit).
• Please tell us within 7 days of delivery if the parcel was damaged or something was missing. You can still contact us later, and your legal rights are not affected.
• Keep the product and its packaging until we have replied. We'll tell you whether we need it returned.

Your rights

Under the Consumer Rights Act 2015:

• Within 30 days of delivery, you can reject faulty goods and get a full refund.
• After 30 days, and in general within the first 6 months, if the goods are faulty you can ask for a repair or replacement. If that can't be done within a reasonable time and without significant inconvenience to you, you can ask for a price reduction or a final right to reject and get a refund.
• Different rules and time limits apply after 6 months. Citizens Advice can explain these (citizensadvice.org.uk).

Costs and timing

• If we agree that the goods are faulty, damaged or not as described, we reimburse your reasonable return costs, or arrange collection or a prepaid return label.
• We refund you within 14 days of agreeing that you are entitled to a refund. If we've asked you to send the goods back, this is within 14 days of agreeing, and we won't make the refund conditional on receiving the goods if you've provided clear evidence of the fault (for example photographs).
• Where you are entitled to a replacement, we'll send it at no extra charge.

Adverse reactions

If you think a product has caused you a reaction, stop using it and seek medical advice, then let us know at hello@ddoctor.co.uk so we can record it and take action. In an emergency, call 999.

4. Orders that don't arrive

If your order hasn't arrived by the estimated delivery date, please check your tracking and delivery address, then contact us at hello@ddoctor.co.uk. If we haven't agreed a delivery date, we must deliver within 30 days of your order being accepted. If your order is lost, we'll arrange a replacement or a full refund, including delivery costs.

5. Incorrect or missing items

If you received the wrong product or something is missing from your order, tell us within 7 days with your order number and a photo. We'll send the correct item or refund you, and we pay any return costs.

6. How refunds are paid

Refunds are made to the original payment method, so we can't refund to a different card or account.

These timings are for guidance. We process refunds within the 14-day periods above, and banks and payment providers set their own processing times after that. You won't be charged a fee for a refund.

7. Returns we can't accept

We may refuse a return, or refuse or reduce a refund, where:

• the product was unsealed after delivery and is not faulty, damaged or not as described (see section 2);
• the product has been used, or is returned in a condition that reduces its value because of handling beyond what was needed to inspect it, in which case we may deduct that amount; or
• the cancellation request was made after the 14-day period, and the product isn't faulty, damaged or not as described.

If we can't accept a return, we'll tell you why and, where appropriate, give you the option of having the goods sent back to you.

8. Trade orders

This policy is for consumer orders. If you are buying for a business or for resale, different terms apply. Please contact hello@ddoctor.co.uk.

9. Contact us

Vital Caucas Probiotics Ltd 36 Market Place, Heckmondwike, England, WF16 0JG Email: hello@ddoctor.co.uk Telephone: 07471 579850

If we haven't resolved a problem to your satisfaction, see clause 13 of our Terms and Conditions for how to complain.