Refunds & Returns
Last updated: 15 August 2026
The short version
Situation
What happens
Unopened, sealed bottle, within 14 days of delivery
Full refund of the product price. You pay return shipping.
Opened or used bottle
Cannot be returned or refunded (hygiene and product-safety).
Damaged, defective, or wrong item sent
Replacement or full refund at our cost. No return needed in most cases — just send a photo.
Order never arrived
We investigate with the carrier and replace or refund in full.
Subscription renewal you didn’t want
Contact us. See Subscription Terms.
1. Returning an unopened bottle
You may return systemK11 for a refund if all of the following apply:
You request a return within 14 days of the delivery date;
The bottle is unopened, with its safety seal intact;
The product is in its original packaging and in resalable condition.
How to request a return
Email support@k11.co with the subject line “Return request”, quoting your order number.
We will reply within one business day with a Return Merchandise Authorisation (RMA) number and the return address.
Ship the product back within 14 days of receiving your RMA. Return shipping is at your cost. We recommend a tracked service — we cannot refund a return we do not receive.
Write the RMA number clearly on the outside of the parcel. Returns sent without an RMA cannot be processed.
Your refund
Once the return arrives and is inspected, we refund the product price to your original payment method within 10 business days. Original outbound shipping is not refunded. Please allow a further 5–10 days for your bank to post the credit.
2. Why we can’t take back opened product
systemK11 is an ingestible supplement. Once a bottle’s seal is broken we have no way to verify how it has been stored or handled, and we cannot resell it. Accepting opened returns would put other customers at risk. This is standard practice across the supplement industry and is why we ask you to be sure before you open the bottle.
3. Damaged, defective or incorrect items
If your order arrives damaged, or you receive the wrong item:
Email support@k11.co within 7 days of delivery with your order number and a photo of the item and packaging.
We will send a replacement or issue a full refund — including shipping — at our cost. You will usually not need to return anything.
4. Non-delivery
If tracking shows delivered but you did not receive your parcel, tell us within 14 days of the tracking date. We will open a carrier investigation and, if it is not resolved, replace or refund your order in full.
5. Cancelling before dispatch
If you contact us before your order has been dispatched, we will cancel it and refund you in full. Orders usually dispatch within one business day, so please contact us quickly.
6. What this policy does not affect
Nothing in this policy limits any right you have under applicable law that cannot lawfully be excluded, including your rights in respect of goods that are faulty or not as described.
7. Before you dispute a charge
If something has gone wrong, please email support@k11.co first. We answer within one business day and we can usually resolve it faster than a bank dispute — and without affecting your card account.
Systems Trichology London Ltd · Company no. 12114910 · support@k11.co · +44 20 4604 1046