Refund policy
Last updated: 30 August 2026
We want you to be satisfied with your purchase from Generate Products (UK) Ltd (“Generate”, “we”, “us” or “our”).
This policy explains your rights regarding cancellations, returns, damaged or faulty products and refunds for purchases made through drinkgenerate.com.
Nothing in this policy affects your statutory rights.
CANCELLING AN ONLINE ORDER
If you are a UK consumer purchasing online, you generally have the legal right to cancel an eligible order within 14 days of receiving the goods, without giving a reason.
To exercise your right to cancel, you must inform us clearly of your decision to cancel before the cancellation period expires.
Please contact:
info@generateproducts.com
and provide your name and order number so that we can assist you.
You do not have to use a particular cancellation form, provided that you clearly tell us that you wish to cancel.
RETURNING GOODS AFTER CANCELLATION
After notifying us that you wish to cancel an eligible order, you must return the goods without undue delay and no later than 14 days after notifying us of your cancellation.
Unless the product is faulty, damaged, incorrect or we agree otherwise, you are responsible for the direct cost of returning the goods.
Please contact us before returning an item so that we can provide the appropriate return instructions.
You are responsible for taking reasonable care of products while they are in your possession.
Where permitted by law, we may make an appropriate deduction from a refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
SEALED AND NON-RETURNABLE PRODUCTS
Certain products may not be eligible for cancellation or return once opened.
This includes sealed goods which are not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery.
Where applicable, products that are liable to deteriorate or expire rapidly may also be exempt from the statutory right to cancel.
These exceptions do not affect your statutory rights if a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
If you are unsure whether a product can be returned, please contact us before opening it.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please inspect your order when it arrives.
If an item is faulty, damaged, misdescribed or you receive the wrong product, please contact us as soon as reasonably possible at info@generateproducts.com.
Please provide your order number and, where appropriate, photographs showing the problem so that we can investigate.
Goods supplied by Generate must comply with your statutory rights, including the requirement that they are of satisfactory quality, fit for purpose and as described.
Under the Consumer Rights Act 2015, consumers may have a 30-day short-term right to reject goods that do not conform to the contract, subject to the applicable legal requirements.
Your statutory rights continue beyond this initial period and may include rights to repair, replacement, price reduction or refund depending on the circumstances.
REFUNDS
Where you validly exercise your statutory right to cancel, we will refund payments due to you in accordance with applicable UK law.
For returned goods, refunds will normally be made without undue delay and no later than 14 days after we receive the goods back or, if earlier, receive evidence that you have returned them.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
Where your statutory cancellation right applies, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, we are not required to refund the additional delivery cost above our standard service. This reflects the Consumer Contracts Regulations.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
EXCHANGES
We do not operate a general exchange service for change-of-mind purchases.
If you receive an incorrect, faulty or damaged product, please contact us and we will provide an appropriate remedy in accordance with your statutory rights.
GIFT CARDS
Gift cards are generally non-refundable except where required by law.
This does not affect any statutory rights that may apply.
INTERNATIONAL ORDERS
Consumer cancellation and return rights can vary according to the country in which you live.
Nothing in this policy is intended to remove any mandatory consumer rights that apply to you under applicable law.
Customers are responsible for return postage costs unless otherwise required by law or agreed by us.
YOUR STATUTORY RIGHTS
Nothing in this Refund Policy excludes, restricts or attempts to replace your statutory consumer rights.
For UK consumers, these rights include protections provided by the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
CONTACT US
If you have questions about a cancellation, return, damaged product or refund, please contact:
Generate Products (UK) Ltd
PO Box 1254
Cheltenham
GL50 9YT
United Kingdom
Email: info@generateproducts.com