REFUND AND RETURN POLICY

Last updated: July 2026

We want you to feel confident trying Willmore. This policy explains our 90-Day Money-Back Guarantee, statutory cancellation rights, returns, refunds, exchanges and what to do if something is wrong with your order.

90-Day Money-Back Guarantee

Your first qualifying order of Willmore UroCare™ is covered by our 90-Day Money-Back Guarantee.

If the product is not right for you, you may request a refund within 90 days from the date your first order was delivered.

The guarantee:

• applies only to your first qualifying order of Willmore UroCare™;
• applies to both your first subscription order and your first one-time purchase;
• applies only to purchases made directly through our official Website;
• may only be claimed once per customer, household and delivery address; and
• does not apply to gift cards, shipping charges or purchases made through third-party retailers.

You do not need to return the first opened container from your qualifying order unless we specifically ask you to do so.

Subscription orders

If your next subscription order has not yet been processed or dispatched, you may request a refund for your first qualifying order without returning the opened product.

If a subsequent subscription order has already been processed or dispatched, that order must be returned unopened, unused and in its original sealed packaging before it can be included in a full refund.

The 90-Day Money-Back Guarantee does not automatically refund later subscription orders that have already been dispatched.

Requesting a guarantee refund

To begin a return or refund request, contact our support team at:

Email: hello@trywillmore.com

We will email you the return address, once you have contacted us.

Please wait for confirmation and instructions before sending any item back. Items sent back without authorization may not be eligible for a refund.

 

We aim to respond within 1 business day.

Once your refund has been approved, it will be issued to your original payment method. Refunds will normally be processed by us within 3–5 business days, although your bank or card provider may take additional time to display the funds in your account.

Original shipping charges and return postage costs are not refundable under the voluntary 90-Day Money-Back Guarantee, except where required by law or where the product was damaged, defective or incorrectly supplied.

This guarantee is offered in addition to your statutory consumer rights and does not replace or limit them.

Standard Returns

Outside the 90-Day Money-Back Guarantee, you may request a return of an eligible product within 14 days after delivery.

To qualify for a standard return, the product must be:

• unopened;
• unused;
• in its original sealed packaging; and
• in the same condition in which it was received.

Products that have been opened or unsealed cannot ordinarily be returned under our standard return policy, unless they are covered by the 90-Day Money-Back Guarantee or are damaged, defective, incorrectly supplied or otherwise protected by applicable law.

To begin a return, please contact hello@trywillmore.com before sending anything back. We will provide the relevant return instructions and return address.

Please do not send a return without contacting us first. Unauthorised returns may be delayed, refused or difficult to identify.

Unless otherwise required by law, you are responsible for return postage costs for standard change-of-mind returns.

Damaged, Defective or Incorrect Orders

Please inspect your order when it arrives.

Contact us promptly if:

• the product is damaged;
• the product is defective;
• an item is missing; or
• you have received the wrong product.

Please include your order number and photographs showing the issue where possible. We will review the matter and provide an appropriate replacement, refund or other remedy.

Where the problem was caused by us or the carrier, we will cover reasonable return and replacement shipping costs where applicable.

Nothing in this section limits your statutory rights.

Non-Returnable Items

Unless required by law or covered by our 90-Day Money-Back Guarantee, we cannot accept returns of:

• opened or unsealed supplements;
• products showing signs of use;
• products returned without sufficient order information;
• gift cards;
• products purchased from unauthorised third-party sellers; or
• products damaged after delivery through misuse, improper storage or failure to follow the product instructions.

Sale or promotional products remain covered by applicable statutory rights. Any additional voluntary return rights for sale items will be stated at the time of purchase.

Exchanges

Where available, we may offer an exchange for an unopened and unused product.

We do not charge an additional handling fee for an approved exchange. However, you will be responsible for any difference in price if you exchange the product for a higher-priced item.

If the replacement product costs less, we will refund the applicable difference to your original payment method.

Please contact hello@trywillmore.com before returning a product for exchange.

UK and European Cooling-Off Rights

If you are a consumer in the United Kingdom or European Economic Area, you normally have the right to cancel an online purchase within 14 days after the day on which you receive the goods, without providing a reason.

To exercise this right, you must clearly notify us before the 14-day cancellation period expires.

After notifying us, you must return the goods without undue delay and normally no later than 14 days after telling us that you wish to cancel.

Returned products must ordinarily be unopened, unused, sealed and in their original packaging.

The statutory right to cancel may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been opened or unsealed.

This exception does not affect:

• the Willmore 90-Day Money-Back Guarantee;
• your rights relating to damaged, defective or incorrect products; or
• any other mandatory consumer rights.

Where required by law, we will refund the product price and the cost of our least expensive standard delivery method. Additional charges paid for express or premium delivery are not refundable beyond the cost of standard delivery.

You will ordinarily be responsible for the direct cost of returning a change-of-mind order, provided we informed you of this before purchase.

Refunds

Once we have received and inspected a required return, we will notify you whether the refund has been approved.

Approved refunds will be issued automatically to the original payment method.

We aim to process approved refunds within 3–5 business days. It may then take additional time for your bank, card issuer or payment provider to post the refund to your account.

Please contact hello@trywillmore.com if more than 15 business days have passed since we confirmed that your refund was approved.

We may withhold a statutory refund until we have received the returned goods or you have provided reasonable evidence that they have been sent, whichever occurs first.

Order Cancellations

We begin processing orders shortly after they are placed.

Please contact us as soon as possible if you need to cancel or change an order. We will try to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing, packing or fulfilment.

If an order has already been dispatched, you may need to receive and return it in accordance with this policy.

This does not affect any statutory cancellation rights available to you.

Subscription Cancellations

You are responsible for managing and cancelling your subscription before the next scheduled billing date.

Subscriptions can be managed through your online customer portal, where you can:

• cancel future deliveries;
• pause your subscription;
• change the delivery frequency;
• update your address; and
• update your payment method.

You may also contact us at hello@trywillmore.com if you need assistance accessing or using your account.

Cancellation applies to future subscription orders. It will not ordinarily cancel or refund an order that has already been processed, charged, packed or dispatched.

We do not prevent customers from cancelling subscriptions through Customer Care. However, contacting us after an order has entered fulfilment may be too late to stop that particular shipment.

Contact Us

For questions about a return, refund, exchange, guarantee claim or subscription, contact:

Email: hello@trywillmore.com
Website: www.trywillmore.com