Refunds, Shipping & Returns
Last updated: 12 October 2026.
1. About this policy
Brooke Odun Ltd, trading as Brooke Odun John, company number 16437525, registered office Suite A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom. Email: hello@brookeodunjohn.com. Website: www.brookeodunjohn.com.
This policy applies to purchases from Brooke Odun John and forms part of our Terms of Service. It explains how we deliver physical orders, and it distinguishes statutory consumer rights from any discretionary goodwill refunds. Nothing in this policy removes legal rights relating to faulty goods, defective digital content, services not supplied with reasonable care and skill or other non-excludable rights.
2. Delivery (shipping)
Where we deliver
We deliver to UK addresses only. We do not deliver internationally, to BFPO addresses or to any address outside the UK. If an order is placed with a non-UK delivery address, we may cancel it and give you a full refund.
Couriers
Orders are sent with Royal Mail. Where reasonably necessary we may use another courier, without changing the delivery timescales or fees you were shown.
Delivery options and charges
| Service | Price | Usual delivery time |
|---|---|---|
| Tracked Standard | £3.49 | 3–5 working days from dispatch |
| Express Tracked | £4.99 | 1–2 working days from dispatch |
Tracked Standard delivery is free on orders over £100. Express Tracked orders are dispatched within 24 hours (working days).
Working days are Monday to Friday, excluding UK bank holidays. Orders placed at a weekend or on a bank holiday are processed on the next working day. Delivery times are estimates.
Tracking and your address
We will email you a tracking link once your order has been dispatched. Please make sure you give an accurate name, address and postcode at checkout.
Incorrect addresses and uncollected parcels
If a parcel is returned to us because the address given was incorrect, or because it was not collected, it must come back to us before we can reship it. Reshipping can take up to 15 working days after we receive the returned parcel. A reshipping fee of £9.99 applies, and we will email you to arrange payment.
Parcels marked as delivered
A parcel that tracking shows as delivered (including to a safe place, to a neighbour or to someone else at your address) will be treated as delivered. If you have not received it, please contact us as soon as possible and we will support a claim with the courier where reasonably possible. This does not affect your statutory rights: until goods are in your physical possession, or that of a person you have nominated to receive them, they remain at our risk.
Test kits
Test kits are posted directly by our laboratory partner, GutMapDx, not by us, to the address you give at checkout. There is no delivery charge for test kits.
3. How to request a cancellation or refund
Email hello@brookeodunjohn.com with your name, order number, item or service, purchase date and reason (a reason is not required when exercising an applicable cooling-off right). For physical returns, contact us before sending goods so we can give appropriate return instructions. Do not send samples, biological materials or opened test kits without instructions.
4. Your 14-day distance-selling cancellation rights
For most eligible online purchases of goods, consumers may cancel without giving a reason within 14 days after receiving the goods (or the last item in a multi-item order). For most eligible service contracts, the period is 14 days after the contract is made. For eligible digital content not supplied on a tangible medium, the usual period is 14 days after contract formation, subject to the specific rules for immediate supply. Legal exceptions apply and will be identified before purchase where relevant.
If you cancel eligible goods under the cooling-off right, you normally must send them back within 14 days after telling us. We will refund the price and standard outbound delivery charge (not any premium delivery upgrade, such as Express Tracked), subject to lawful deductions and applicable rules. We may withhold a goods refund until we receive the returned goods or evidence of posting, where legally permitted. Refunds are generally made using the original payment method within the legally required period, ordinarily 14 days from the relevant trigger.
5. Return shipping, condition and hygiene
To return an item, email us first for the returns address. Change-of-mind returns are at the customer's cost: for a change-of-mind return, the customer pays direct return postage unless we agree otherwise or applicable law requires us to pay. You may inspect goods as you would in a shop; handling beyond that necessary to establish nature, characteristics and functioning may lead to a lawful deduction for diminished value.
Certain sealed goods unsuitable for return for health protection or hygiene reasons may be excluded from change-of-mind cancellation once unsealed, where the statutory exception applies. This is not a blanket exclusion for every supplement or wellness product. Faulty, misdescribed or otherwise non-conforming goods remain subject to statutory remedies.
6. Faulty, damaged or incorrect physical products
Contact us promptly with details and photographs where useful. Your statutory rights may include a short-term right to reject faulty goods, repair or replacement, or an appropriate price reduction or refund, depending on circumstances. We will not require you to pay reasonable return costs for goods that breach your statutory rights. Report transit damage promptly to help us investigate, but late reporting does not automatically remove statutory rights.
7. Personalised fitness, nutrition and combined coaching
A complimentary discovery call is required before purchasing personalised coaching (F3 Fitness Coaching, Nutrition Coaching and The Complete Transformation). Plans are generally delivered within 10 working days after we receive all requested information. The coaching term begins when the personalised plan is delivered.
We do not offer discretionary refunds once personalised programme preparation has begun, except where required by law or where we agree an exceptional circumstance in writing. This commercial policy does not cancel the statutory 14-day cooling-off right where it applies. If you expressly request work to begin within that period and then validly cancel, a proportionate charge may be payable for services already supplied, but only where the legal requirements for that charge have been satisfied. If services have been fully performed within the period, cancellation rights may end only where the required express request and acknowledgement were obtained.
If you request cancellation before preparation begins, we will assess any statutory cancellation right and any agreed service charges fairly. Where we fail to supply a service with reasonable care and skill, you retain the applicable legal remedies. Pauses or extensions are not automatic and must be agreed in writing, with medical or exceptional circumstances considered case by case.
8. Personalised PDFs and other digital content
A personalised plan may include both a service (preparation/coaching) and digital content (PDF delivery). We will explain relevant rights at checkout. For downloadable digital content supplied during the 14-day cancellation period, we will obtain the legally required express consent to immediate supply and acknowledgement of loss of the cancellation right before supply, and confirm this on a durable medium. Without those steps, statutory cancellation rights may remain.
Digital content that is faulty or not as described remains subject to consumer remedies, including repair/replacement or price reduction/refund where applicable. A statement that a file is non-refundable does not override those rights.
9. Virtual personal training: bookings and cancellations
Virtual PT sessions and packages can be purchased online. New clients must complete a complimentary discovery call before training starts. Clients must give at least 24 hours' notice to cancel or reschedule a session; timely cancellations may be rescheduled within package validity, subject to availability. A late cancellation or no-show may count as a used session, except where law requires otherwise or we agree an exception. If we cancel a session, we will offer a suitable alternative or remedy.
Package validity begins on the first completed session: 5 sessions, 60 days; 10 sessions, 90 days; 15 sessions, 120 days; 20 sessions, 150 days. Unused sessions do not automatically qualify for discretionary refunds after a valid cooling-off period, but statutory rights and any agreed exceptional circumstances remain applicable. The 24-hour appointment rule is separate from statutory cancellation rights for distance service contracts. See our Booking & Cancellation Policy for full booking details.
10. Bespoke, milestone and in-person services
The Milestone Edit (The Bridal Edit, The Postnatal Edit and The Performance Edit) and In-Person Personal Training are quoted individually. Before payment, we will set out the scope, fees, any deposits, delivery dates, travel or venue costs and applicable cancellation terms. We will not treat deposits as automatically forfeited regardless of loss; any cancellation charges must be fair and legally supportable. Statutory rights continue to apply.
11. Gut health and fertility testing kits
Testing kits may involve third-party laboratories and sample handling. For unopened kits, statutory change-of-mind cancellation may apply unless a specific lawful exception applies. For sealed goods unsuitable for return for health protection or hygiene reasons, opening the seal may remove the change-of-mind right where the legal exception is met. Once a sample has been processed or laboratory services have started, cancellation rights for that service component depend on the applicable rules and any valid express request to begin early.
If a kit is faulty, unusable, misdescribed, lost through our responsibility or the service is not provided with reasonable care and skill, we will consider the appropriate statutory remedy. Do not return used sampling materials without contacting us. Supplier instructions and any disclosed laboratory terms also apply, without limiting rights against us where we are the contracting trader.
12. Supplements and merchandise
Unused merchandise, accessories and eligible supplements may be returned under applicable statutory cooling-off rights. Opened or unsealed products may be excluded only where a lawful hygiene/health-protection exception applies; product-specific details will be shown at purchase. We do not guarantee personal results or suitability. Adverse reactions or a change in preference alone do not necessarily establish a product fault, but statutory rights are preserved.
13. Free events, workshops and speaking
Free masterclass registration has no purchase price to refund. If we cancel a paid event or booked service, we will offer remedies consistent with the contract and consumer law. Bespoke speaking engagements may have separate written booking and cancellation terms.
14. Refund timing and payment method
Where a refund is due, we will process it without undue delay and within the applicable statutory deadline, ordinarily to the original payment method unless you expressly agree otherwise. We will not charge a fee for exercising statutory refund rights. Bank or payment provider processing times may vary.
15. How to cancel: model notice
Email hello@brookeodunjohn.com stating:
I hereby give notice that I cancel my contract for (the goods or services), ordered on (date) / received on (date). Name: (your name). Address: (your address). Date: (today's date).
A clear cancellation email is sufficient; you do not have to use this wording.
16. Questions and disputes
If you believe a decision is incorrect, contact us with the details so we can review it. You may also seek independent consumer advice or pursue legal remedies. These terms are interpreted consistently with applicable UK consumer protection law.