Refund policy

All returns must be requested through Your Account using the email you used when ordering. You do not have to have registered and a login code will be sent by email.

We are confident you will see the benefit from our collagen water and we offer a no quibble return policy. We have a 30 days returns policy and we will offer a refund as long as we receive the goods back within 30 days of the delivery date. If requested we will provide a returns postage link so you can arrange a convenient collection by Royal Mail. The tracked return delivery is chargeable at £4.95.

Unwanted Items

  • The product and retail packaging must be unused and in perfect saleable condition
  • Tapes or labels must not be applied to the product packaging
  • Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods caused by your handling or consumption.
  • If you would like to send an undamaged and unused item back, we charge a tracked return postage fee of £4.95. 
  • We cannot offer refunds for gift cards
  • Refunds can only be process after you request a refund through your account
    • Items sent back without a request will not be processed and you will be liable to pay shipping if you would like the goods back
  • Your refund will be provided once the goods have been received and inspected
  • From receipt of your return we aim to process refunds within 5 working days however your bank may also take time to process the refund
  • If you have not received a refund within 10 days, please email hello@wearetide.com

Exchanges

  • For exchanges if you have included the item you would like in the notes we will process this for you. We will not charge delivery for the second order as long as the value is over £20
  • The product and retail packaging must be unused and in perfect saleable condition
  • Tapes or labels must not be applied to the product packaging
  • Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods caused by your handling
  • If you would like to send an undamaged and unused item back, we charge a tracked return postage fee of £3.95 or you can return using your own method. 
  • We cannot offer exchange refunds for coffee as it is a foodstuff
  • We cannot offer exchange refunds for gift cards
  • Exchanges can only be processed after you request an exchange through your account - please note the exchange item you would like in the notes
  • If there is a refund value this will be provided once the returned item(s) has been received and inspected
  • From receipt of your return we aim to process refunds within 5 working days however your bank may also take time to process the refund
  • If you have not received a refund within 10 days, please email hello@baristaandco.com

    Damaged or Wrong Items

    • If you receive a damaged or broken item we will happily replace this for you
    • A replacement request must be submitted through your account
    • Once submitted we may request photographic evidence of the damage
    • We aim to dispatch replacements within 3 working days of form submission
    • If we have sent the wrong item please submit a request through your account
    • If we require the item back we will provide a free returns link so you can arrange a convenient collection from your address

     Cancelled Orders

    • We process all orders immediately and we are unable to prevent shipments so please take care ordering the correct item
    • Once you receive your delivery, you are able to return as part of our unwanted item policy
    • It is your responsibility to pay the return shipping cost

      Returns Address

      Tide C/O HCI Distribution
      4 Parkside
      Christchurch Road
      Ringwood
      Hampshire
      BH24 3SQ