Refund and returns policy
The short version. Changed your mind within 14 days and the bottle is unopened? Send it back for a full refund. Tried it and it wasn't for you? Our 30-day money-back guarantee covers opened bottles on a first order. Something arrived damaged or wrong? We sort it out at our cost.
1. Cancelling within 14 days
Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to cancel it, without giving a reason. Tell us within that period by emailing support@cellhack.io with your order number, or by writing to us at 1 Long Ln, London SE1 4PG, United Kingdom. You may use the model cancellation form below, but you do not have to.
After telling us, send the goods back within 14 days. You pay the return postage unless the goods are faulty or not what you ordered. We recommend a tracked service, as the goods stay your responsibility until they reach us.
Important exception for supplements. Sealed goods that cannot be returned for health protection or hygiene reasons are excluded from this right once the seal is broken. If your bottle is open, use our 30-day guarantee instead.
2. Our 30-day money-back guarantee
We want you to try Toro Prime properly. If it is not for you, contact us within 30 days of delivery and we will refund the purchase price of your first order, even if the bottle is open. To qualify:
- Get in touch within 30 days of delivery, quoting your order number.
- Have taken the product as directed, two capsules a day.
- Return any unopened bottles from a multi-bottle order.
- One guarantee claim per customer or household.
This guarantee is a promise from us in addition to your legal rights, not a replacement for them.
3. Damaged, faulty or incorrect orders
If your order arrives damaged, is not what you ordered, or is past its best-before date, email support@cellhack.io within 30 days of delivery with your order number and a photograph. We will send a replacement or refund you in full, including the delivery charge, and we cover the cost of any return. This is on top of your rights under the Consumer Rights Act 2015.
4. How to return an item
- Email support@cellhack.io with your order number and what you would like to do.
- We will reply with the return address and instructions.
- Pack the item securely, include a note with your order number, and post it back.
- Keep your proof of postage until your refund arrives.
Please do not send anything back before contacting us, as unannounced returns can take much longer to process.
5. When you get your money back
- Change-of-mind returns: within 14 days of us receiving the goods, or of you proving you sent them.
- Guarantee claims: within 14 days of us agreeing the claim.
- Faulty or incorrect goods: within 14 days of us receiving them or agreeing the fault.
We refund to the payment method you used. For a change-of-mind cancellation we refund the standard delivery cost you paid, but not any extra you paid for an upgraded service. We may reduce a refund to reflect handling of the goods beyond what is needed to check them.
6. Subscriptions and repeat orders
We do not currently sell Toro Prime on subscription. If that changes, cancellation terms will be set out at the point of purchase and on this page.
7. Model cancellation form
To CellHack Wellness Ltd, 1 Long Ln, London SE1 4PG, United Kingdom, support@cellhack.io:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on: ____________
Name: ____________
Address: ____________
Order number: ____________
Signature (only if sent on paper): ____________
Date: ____________
8. Contact
Email support@cellhack.io or call +44 7808 092973. We answer emails within two working days.