Shipping & returns
Effective date: 7 July 2026
This Shipping & Returns Policy applies to all orders placed with Rawcreation Ltd (“we”, “us”, “our”), a company registered in England (Company No. 04014223, VAT No. 751 0485 47) with its registered office at Boundary Road, Southtown Road, Great Yarmouth, NR31 0FB, England. By placing an order with us you accept the terms set out below, which should be read together with our Terms & Conditions.
We are a business-to-business (B2B) supplement manufacturer supplying white-label, private-label and co-packing services, together with pre-formulated stock products, to trade customers such as health, fitness and beauty professionals, e-commerce and Amazon FBA sellers, and other brand owners. This policy reflects the way we ship and handle trade orders.
1. Order Processing & Lead Times
Because we manufacture and supply a range of order types, processing times vary. We will always confirm the expected lead time for your specific order in writing at the point of order acceptance.
Stock (white-label) products
In-stock, pre-formulated products are typically prepared for dispatch within a few working days of cleared payment and receipt of your approved artwork/labels; the exact dispatch window is confirmed with your order.
Private-label & custom manufacturing
Custom-formulated products, co-packing and bespoke manufacturing runs are made to order. Typical lead times vary by project and are confirmed at quotation, depending on formulation, ingredient sourcing, packaging supply and production scheduling. Lead times begin once the order, formulation, artwork and any required materials have been confirmed and payment terms satisfied.
2. Delivery Destinations
We ship to:
- United Kingdom, including mainland and, subject to surcharge, offshore, Highlands and Islands areas.
- European Union and international destinations, quoted on a per-order basis, including all applicable import, customs and logistics arrangements.
For private-label and co-packing customers, we can arrange import of your ingredients and packaging and handle the associated logistics as part of the service.
3. Shipping Costs & Delivery Times
Shipping is charged in addition to the price of goods unless otherwise agreed in writing. Because order weights, pallet quantities and destinations vary widely, carriage is quoted per order.
- UK courier / pallet delivery: charged at the rate confirmed on your quotation or order confirmation, with typical transit of 1 to 3 working days after dispatch.
- International delivery: quoted individually; transit times depend on destination and customs clearance.
Estimated delivery times are provided in good faith but are not guaranteed and are not of the essence unless we have expressly agreed a guaranteed delivery date in writing.
4. Tracking & Delivery
Where available, tracking details will be provided by email once your order has been dispatched. Someone must be available at the delivery address to receive and sign for goods. Risk in the goods passes to you on delivery in accordance with our Terms & Conditions.
5. Inspection of Goods on Delivery
As a trade customer, you must inspect all goods promptly on delivery. Please:
- Check quantities and the condition of packaging before signing for the delivery.
- Note any visible damage or shortage on the carrier’s delivery documentation at the point of receipt.
- Notify us of any damage, shortage or incorrect goods within 3 working days of delivery, in writing to sales@rawcreation.com, with photographs and your order reference.
Claims made outside this window may not be accepted, as we are unable to verify the condition of goods after they have left our control for an extended period.
6. Damaged, Defective or Incorrect Goods
If goods arrive damaged, defective, or are not what you ordered, we will, at our discretion and after verification, replace the goods, arrange re-manufacture, or issue a credit or refund for the affected items. We may ask you to return the affected goods (or provide samples/photographs) so we can investigate. We will cover reasonable return carriage costs where goods are confirmed to be faulty, damaged in transit, or supplied in error.
7. Returns: General Policy
Because our products are food-grade dietary supplements and, in many cases, are custom-manufactured or branded specifically for you, our returns policy reflects health, safety and hygiene requirements.
Custom, private-label and made-to-order goods
Bespoke, custom-formulated, private-label and co-packed goods are made to your specification and cannot be returned or refunded except where they are faulty, damaged in transit or supplied incorrectly. This does not affect any statutory rights you may have.
Stock (white-label) goods
Unopened, undamaged stock products in their original, resaleable and sealed condition may be returned within 14 days of delivery, subject to our prior written authorisation. A restocking charge of up to 20% may apply, and return carriage is the customer’s responsibility unless the return is due to our error.
Consumable / opened goods
For health and safety reasons we cannot accept the return of any supplement product once its outer or inner seal has been broken, or where packaging has been opened, unless the product is faulty. This is consistent with standard practice for ingestible and food-grade products.
8. Return Authorisation Procedure
To request a return, please contact us at sales@rawcreation.com with:
- Your order/invoice number and the date of delivery.
- The product(s), quantities and the reason for the return.
- Photographs, where the return relates to damage or a defect.
Do not return any goods without a written Return Authorisation from us. Unauthorised returns may be refused. We will provide return instructions and, where applicable, a returns address on authorising your request.
9. Refunds & Credits
Approved refunds or credits are issued once returned goods have been received and inspected, or once a claim has otherwise been verified. Refunds are made to the original payment method (or, for account customers, applied as a credit) within 14 days of approval. Original shipping charges are non-refundable except where goods were faulty, damaged in transit or supplied in error.
10. Cancellations
Orders for stock products may be cancelled before dispatch without charge. Orders for custom, private-label or made-to-order goods cannot be cancelled once production, ingredient procurement or artwork/tooling has commenced, and any costs already incurred will remain payable. Please contact us as early as possible if you need to cancel or amend an order.
11. Digital Products, Courses & Memberships
Where you purchase digital products, online courses, memberships or subscription programmes from us (for example our education and “Supplement Founders” offerings), those purchases are governed by the specific terms presented at the point of sale. Digital and downloadable content and completed services are generally non-refundable once access has been granted. Any applicable cooling-off, trial or cancellation rights will be stated at checkout.
12. Statutory Rights
Nothing in this policy affects any statutory rights that apply to you as a matter of law. Our trade supply is business-to-business; consumer distance-selling and cooling-off rights do not generally apply to trade purchases.
13. How to Reach Us
If you have any questions about shipping, delivery or returns, or need to make a claim, please contact our team:
Contact
Rawcreation Ltd
Boundary Road, Southtown Road, Great Yarmouth, NR31 0FB, England
Telephone (UK): 08700 113 119
Telephone (international): +44 (0)1493 442000
Email: sales@rawcreation.com
Website: rawcreation.com
Registered in England No. 04014223 | VAT No. 751 0485 47
Rawcreation Ltd · Registered in England No. 04014223 · VAT No. 751 0485 47 · Last updated: 7 July 2026