Refund policy

Dr Berg UK(drberg.uk) · Britannia Tiger Health Ltd · Last updated: 1 October 2026

At Dr Berg UK, we strive to provide high-quality supplements and exceptional customer service. If you are not completely satisfied with your purchase, we will do our best to assist you in accordance with this policy.

At a glance

Situation What happens Delivery costs
Cancel before dispatch Full refund Original delivery refunded
Order cancelled by us, or item unavailable Refund for anything not supplied Delivery refunded if the whole order is cancelled
Change of mind: unopened, within 14 days of delivery Return for a refund You pay return postage; we refund standard delivery
Opened or used product Cannot be returned (unless faulty) –
Faulty or damaged item, including a broken seal Replacement or full refund All postage paid by us
Missing item or wrong product sent Missing item sent or refunded; wrong product exchanged or refunded All postage paid by us
Adverse reaction Stop using the product and seek medical advice, then contact us; each case reviewed individually (section 10) Delivery not refunded
Parcel lost or not received We investigate with the carrier –

1. About this policy

Dr Berg UK is operated by Britannia Tiger Health Ltd, an authorised UK reseller of Dr. Berg products. This policy applies to orders placed on drberg.uk.

Our products are sold to consumers for personal use only, not for resale. The consumer rights described in this policy apply to individuals buying for purposes wholly or mainly outside their trade or business. Purchases made for resale (for example, on online marketplaces) or other business purposes are not covered by the consumer cancellation rights in section 5, and we may cancel orders that we reasonably believe are placed for resale (see section 4).

Legal basis: Consumer Rights Act 2015, s. 2(3) (definition of a consumer).

2. Before you buy

  • Read the product description, ingredients, directions of use and warnings before ordering.
  • Food supplements should not be used as a substitute for a varied, balanced diet and a healthy lifestyle.
  • Consult your GP or pharmacist before taking any food supplement, especially if you are pregnant or breastfeeding, taking medication, have a medical condition or known allergies, or are under medical supervision.
  • If you are trying a product for the first time, buy a single unit first to make sure it suits you before ordering larger quantities.
  • If you are buying a product as a gift, please share the product information and warnings with the person who will use it.

A summary of this guidance is also printed on the packing slip included with every order.

3. Cancelling before dispatch

Email us at support@drberg.uk before your order leaves our warehouse and we will refund it in full, including delivery.

4. Orders we cancel or cannot supply in full

We may cancel all or part of an order, without prior notice, where:

  • a product is out of stock, discontinued or no longer available from the manufacturer;
  • there is an obvious error in the price or description of a product;
  • we reasonably suspect fraud, misuse of our store, or that the order is placed for resale;
  • we are unable to deliver to the address provided.

If one or more products in your order are unavailable, we may, at our discretion, either cancel the whole order or dispatch the rest of your order without the unavailable items. In every case we will notify you by email and refund the amount paid for anything we have not supplied. If we cancel the whole order, we also refund the delivery charge.

5. Your 14-day right to cancel (unopened products)

You may cancel an order of unused, unopened products with the original seal intact (the inner seal under the cap, see section 7):

  1. Tell us within 14 calendar days of the day you receive your order, by emailing support@drberg.uk with your order reference.
  2. Send the products back within 14 days of telling us. Products must be in their original packaging, in resaleable condition, with proof of purchase (such as your order confirmation or invoice).
  3. Return postage is at your cost. We recommend a tracked service, as the products remain your responsibility until they reach us.
  4. Once you have posted the return, email us a photo of the postage receipt showing our returns address and the tracking number.
  5. We refund the price of the products and the original standard delivery charge (not any extra charge for a premium or express service you chose). If you return only part of an order, we refund any difference in the standard delivery charge.
  6. We refund you within 14 days of receiving the products back, or of receiving proof that you have sent them, if earlier.
  7. We may reduce the refund if the products are returned damaged or have been handled more than necessary to inspect them.

Legal basis: Consumer Contracts Regulations 2013, reg. 30 (cancellation period), reg. 34 (refunds) and reg. 35 (return costs).

6. Opened products

For health and hygiene reasons, products that have been opened, unsealed or used cannot be returned under the right to cancel, unless they are faulty or not as described (see sections 7 and 8).

Legal basis: Consumer Contracts Regulations 2013, reg. 28(1)(e) (sealed goods unsealed after delivery).

7. Faulty or damaged items

If your item arrives damaged or defective, please contact us as soon as possible at support@drberg.uk. This includes a product whose safety seal is broken or missing on arrival: please do not use it. The safety seal is the inner seal under the cap (for example, the foil or paper seal over the opening of the bottle or jar). Some Dr. Berg products are supplied without an outer plastic wrap around the cap or bottle; this is normal and is not a defect. Please send us:

  • a description of the problem;
  • photos of the product and its packaging;
  • a photo of the products together with the packing slip;
  • your order reference and a photo showing the batch number and best-before date.

Please do not send items back until we have confirmed the return. We will provide a free return label where a return is needed, then replace the item at no cost or refund it in full, including all postage.

A best-before date that was shown on the product page before purchase, minor label or formulation updates by the manufacturer, or a reaction caused by individual sensitivity do not in themselves make a product faulty (see sections 9, 10 and 13).

Legal basis: Consumer Rights Act 2015, s. 22 (30-day right to reject) and s. 23 (repair or replacement).

8. Missing or wrong items

If an item is missing from your order, or you received a different product from the one you ordered, please contact us at support@drberg.uk as soon as possible (ideally within 7 days of delivery) with:

  • your order reference;
  • a photo of the products you received together with the packing slip;
  • for a wrong product, a photo of its label.

Larger orders may be split into several parcels, which can arrive on different days, and an item may have been removed from your order as unavailable (see section 4), so please check your emails and tracking first. We check every report against our packing records.

  • Missing item: we will send it to you at no extra cost or refund it, including any delivery charge for that item.
  • Wrong product: please do not open or use it. We will send the correct product or give you a full refund, and provide a prepaid return label for the wrong item (or tell you if we do not need it back).

Legal basis: Consumer Rights Act 2015, s. 11 (goods must match their description) and s. 25 (delivery of the wrong quantity).

9. Label, packaging and formulation updates

Manufacturers occasionally update product labels, packaging designs or formulations, for example by changing the order in which ingredients are listed or making minor adjustments to ingredients or quantities. The product you receive may therefore differ slightly from the images or description on our website. Such minor updates are not a fault and do not make a product “not as described”.

UK labelling. Most Dr. Berg products are manufactured in the USA, and some are made in the UK. To meet UK food labelling requirements, we may apply our own UK label over part of the original packaging of imported products (for example, with UK importer details, ingredients or warnings). This is required by law, is done before the product leaves our warehouse, and does not mean that the product is defective, has been tampered with or is not genuine. The manufacturer’s inner safety seal is not affected.

Please always read the label of the product you receive before use. If you notice a significant difference, for example a new allergen or an ingredient you need to avoid, do not use the product and contact us: we will treat it under section 7.

Legal basis: Food Information Regulations 2014; Food Supplements (England) Regulations 2003.

10. Adverse reactions

If you feel unwell after taking a product, stop using it straight away and seek advice from your GP, a pharmacist or NHS 111. In an emergency, call 999.

  • Take the product or its label with you.
  • Tell the healthcare professional about any other food supplements or medicines you take, and any medical conditions or allergies you have. We do not know your medical history, so they are best placed to assess what happened.
  • Please do not wait for our reply. Our customer service is not monitored around the clock and cannot give medical advice. If a message to us suggests that someone’s life may be at risk, we may contact the emergency services and give them that person’s contact details (see our Privacy Policy).

Reporting a reaction to us

Once you have sought medical advice where needed, email us at support@drberg.uk as soon as possible with:

  • your order reference;
  • the product, how much you took and for how long, and when the symptoms started;
  • a short description of what happened;
  • photos of the product showing the batch number and best-before date, together with the packing slip.

If you are willing, please also tell us whether you were taking any other food supplements or medicines. This helps us and the manufacturer assess the report. It is voluntary and is not a condition of any refund.

Please keep the product and its packaging until we have closed your report. We may need the batch details, or ask you to return the remaining product so that it can be checked.

What we do with your report

We record every report and pass the product and batch details, with the information needed to assess the report, to the manufacturer as part of our product safety process. If we have reason to believe that a product may be unsafe, we withdraw it from sale and inform the Food Standards Agency and our local authority, as the law requires. If the product was a gift, the person who used it is welcome to contact us directly with the purchaser’s order reference; any refund is made to the purchaser (see section 15).

Your responsibility

Food supplements are not suitable for everyone, and you know your own health best. Before buying and using a product, please:

  • check the full ingredients and allergen information shown on the product page and label;
  • follow the directions of use and never exceed the recommended daily dose;
  • introduce new products gradually and follow the directions for each product;
  • store the product as directed and use it before its best-before date.

Where a reaction is caused by a known allergy or sensitivity to an ingredient listed on the product, by taking more than the recommended dose, or by not following the directions or warnings, the product is not considered faulty.

Adverse reactions may occur due to individual sensitivities and do not automatically entitle you to a refund, unless the product was defective, contaminated, incorrectly labelled or otherwise unsafe. We review every case individually and may, at our discretion, offer a goodwill refund of the price paid for the product (excluding delivery). A goodwill refund applies to the first purchase of one unit of a product, is limited to one per customer, and may require the remaining product to be returned to us at your cost.

Legal basis: Regulation (EC) No 178/2002 as it applies in the UK, Article 19 (withdrawal of unsafe food and notification of the authorities).

11. Buying several units

Goodwill refunds cover one opened unit only. If you bought several units of the same product, any units that are still sealed can be returned under your 14-day right to cancel (section 5). Repeat purchases of a product you have already tried are not eligible for a goodwill refund.

12. Bundles, promotions and free gifts

  • Bundles and kits are sold as a single item at a combined price. To cancel a bundle under section 5, please return the whole bundle unopened.
  • Multi-buy offers (for example, “3 for 2”): if you return part of the offer, we refund the amount you paid less the full price of the items you keep.
  • Free gifts must be returned together with the order they came with; otherwise, we may deduct their value from your refund.
  • Discount codes used on a refunded order are not reissued, unless the whole order is cancelled before dispatch.

13. Short-dated products

From time to time we sell products with a shorter remaining shelf life (typically 1 to 3 months before the best-before date), often at a reduced price. Where this applies, the best-before date is clearly shown on the product page before you buy.

  • These products are safe and legal to sell and consume up to that date.
  • A best-before date shown before purchase is not a fault, so please make sure you can use the product before that date.
  • Your 14-day right to cancel still applies to unopened items.

14. Lost or undelivered parcels

If your parcel is marked as delivered but you have not received it, or appears lost in transit, please contact us at support@drberg.uk within 14 days of the expected delivery date. We will investigate with the carrier, file a claim where applicable, and offer a replacement or refund depending on the outcome. If delivery was confirmed to the correct address and no carrier issue is found, we may be unable to issue a refund. We are not responsible for orders delivered to an incorrect address provided by the customer. See also our Shipping Policy.

Legal basis: Consumer Rights Act 2015, s. 29 (goods remain at our risk until delivered to you).

15. How and when refunds are paid

We aim to act quickly. The table below shows the maximum timeframes we work to; most refunds are processed much sooner.

Situation Timeframe Legal basis
Order cancelled before dispatch Refund within 14 days of your cancellation CCR 2013, reg. 34(6)
Order or item cancelled by us (section 4) Refund within 14 days of our notification Our policy
Unopened products returned under the 14-day right to cancel Refund within 14 days of receiving the products back, or proof that you sent them, if earlier CCR 2013, reg. 34(5)
Faulty, damaged, missing or wrong item: refund Refund within 14 days of us agreeing that you are entitled to it CRA 2015, s. 20(15)
Faulty, damaged or wrong item: replacement; missing item: sent to you Within a reasonable time and without significant inconvenience to you; we aim to dispatch within 2 business days CRA 2015, s. 23(2)
Parcel lost in transit Replacement or refund within 14 days of completing our investigation with the carrier CRA 2015, s. 29
Goodwill refund (for example, after an adverse reaction) Within 14 days of our decision Our policy (goodwill, not a legal requirement)
  • Refunds are made to the original payment method only, and we do not charge any fee for making a refund (CCR 2013, reg. 34(7)–(8); CRA 2015, s. 20(16)–(18)).
  • Refunds for gift orders are made to the person who paid for the order.
  • Once we have issued a refund, it may take a further 3 to 10 business days to appear on your statement, depending on your bank or card provider.
  • Refunds to cards issued outside the UK may take up to 10 business days or longer to appear, depending on your card provider.
  • Sale items are refunded at the price paid.
  • Goodwill refunds are limited to one per customer, and we may decline future orders where there is a pattern of repeated claims. We keep records of refund requests in line with our Privacy Policy.

16. Payment disputes

Nothing in this policy affects your right to contact your card provider. As most issues can be resolved quickly, we kindly ask you to contact us first.

If a payment dispute (chargeback) is raised for an order that we have already refunded, or for which a refund or other resolution has already been agreed with you, we will provide your card provider with the relevant evidence, including our correspondence with you. Where the same amount is refunded twice, we will ask for the duplicate amount to be repaid.

17. Returns address

Please contact us before sending any return. All returns must be sent to:

Dr Berg UK Returns
Unit 1, The Old Sand School
Fen Place Farm
East Street
Turners Hill
RH10 4QA
United Kingdom

Returns sent without contacting us first may take longer to process. Products that are not eligible for return (for example, opened products that are not faulty) will not be refunded. We will hold them for 30 days and, at your request, send them back to you at your cost; after that they will be disposed of.

18. Complaints and disputes

We want to put things right. If you are unhappy with anything regarding your order:

  1. Contact us at support@drberg.uk with your order reference. We aim to reply within one business day.
  2. If you disagree with our decision, reply asking for a review. A manager will review your case and give you a final written response within 14 days.
  3. If the matter is still not resolved, you can get free, independent advice from the Citizens Advice consumer helpline (0808 223 1133), which can also refer your complaint to Trading Standards.

19. Your statutory rights

This policy does not affect your statutory rights. It is written in line with:

Government guidance for consumers and businesses: GOV.UK – Accepting returns and giving refunds.