Returns policy

Leio Health Returns Policy

Last updated: 03 July 2026

At Leio Health, we want you to feel confident when shopping with us. If something is not right, we will do our best to help.

This policy explains when you can return an item, how to request a return, and when refunds are available. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

1. Changed your mind?

If you have changed your mind, you have 14 days from the day after you receive your order to tell us that you want to cancel.

You then have a further 14 days to return the item to us.

To be eligible for a return, your item must be:

  • unused;

  • in a resaleable condition;

  • in its original packaging; and

  • returned with any seals, labels, accessories or instructions that came with it.

Some products cannot be returned once opened, unsealed or used for hygiene, health protection or safety reasons. Please see section 5 below.

2. How to request a return

To request a return, email us at hello@leio.health with:

  • your order number;

  • the item you want to return;

  • the reason for the return; and

  • photographs, if the item is damaged, faulty or incorrect.

Please contact us before sending anything back. Items returned without contacting us first may take longer to process.

3. Return postage

If you are returning an item because you have changed your mind, you are responsible for the cost of return postage unless we have agreed otherwise.

If the item is faulty, damaged, incomplete or incorrect, we will cover reasonable return postage costs or arrange an alternative solution.

4. Damaged, faulty or incorrect items

Please check your order when it arrives.

If your item is damaged, faulty, missing, or you have received the wrong item, please contact us as soon as possible at hello@leio.health.

Where possible, please include photographs so we can resolve the issue quickly.

Your legal rights for faulty or misdescribed goods are separate from our change-of-mind returns policy.

5. Items that cannot be returned

For hygiene, health protection, safety and quality assurance reasons, we cannot accept returns or exchanges on the following items unless they are faulty or supplied in error:

  • opened food supplements, vitamins or minerals;

  • any supplement where the safety seal has been broken;

  • opened menstrual care products, including pads, tampons, liners, menstrual cups and discs;

  • underwear or period underwear that has been worn or where the hygiene seal has been removed;

  • swimwear where the hygiene liner has been removed;

  • opened health, diagnostic or blood test kits;

  • digital products once accessed, activated or downloaded;

  • app memberships or subscriptions once digital access has started, unless cancellation rights apply;

  • personalised or bespoke products;

  • gift cards.

If you are unsure whether your item can be returned, email us before sending it back.

6. Supplements and vitamins

Supplements and vitamins can only be returned if they are unopened, unused, in their original packaging and with the safety seal intact.

We cannot accept returns of opened supplements unless the product is faulty, damaged or incorrect.

7. Digital products, apps and subscriptions

If you buy a digital product, app membership or subscription from us, your cancellation rights may depend on whether access has already started.

Where you ask us to provide digital content immediately, we may ask you to confirm that you understand your right to cancel may end once access begins.

This does not affect your rights if digital content is faulty or not as described.

8. Exchanges

We do not currently offer direct exchanges.

If you would like a different product, please return the eligible item and place a new order.

9. Refunds

Once we receive your returned item, we will inspect it to confirm whether it meets this policy.

If approved, we will refund you using your original payment method within 14 days of receiving the returned item, or receiving evidence that it has been sent back.

Your bank or payment provider may take additional time to process the refund.

Original delivery charges will be refunded where required by law or where the item is faulty, damaged or incorrect.

10. International orders

For orders delivered outside the UK, returns may be more complex because of customs, duties and local rules.

Unless the item is faulty, damaged or incorrect, international customers are responsible for return postage, customs charges, taxes and duties connected with a return.

Please contact us before returning an international order.

11. Questions

For returns, refunds or order issues, contact:

hello@leio.health