Refund policy
Refund & Returns Policy
Last updated: 12 August 2026
1. Our commitment
We want you to be happy with your MONK System order. This policy explains your rights to cancel, return or seek a refund, in addition to your statutory rights under UK consumer law.
2. Your right to cancel (14-day cooling-off period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
2.1 How to cancel
To cancel, email us at stillpoint@stillpointsystem.com with your order number and a clear statement that you wish to cancel. You may use the model cancellation form in our Terms & Conditions, but it is not obligatory.
2.2 Effects of cancellation
If you cancel within the 14-day period, we will reimburse all payments received from you, including standard delivery costs (where applicable). We may deduct the direct cost of returning the goods if you are responsible for the return. Refunds are made within 14 days of receiving the returned goods, or evidence that you have sent them back.
2.3 Condition of returned goods
To qualify for a refund under the cooling-off period, products must be:
Unused and unopened
In their original packaging with seal intact
In a condition that allows resale
Because our products are food supplements, we cannot accept returns of opened or used items for hygiene and safety reasons, except where the product is faulty or not as described.
3. Extended returns window
In addition to your statutory cooling-off rights, we offer a 30-day returns window from the date of delivery for unopened, unused products, giving extra time given delivery can take up to 5–10 business days from dispatch.
4. Faulty, damaged or incorrect products
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
If your product arrives faulty, damaged or is not what you ordered:
Contact us at stillpoint@stillpointsystem.com within 30 days of delivery, including your order number and photos where relevant
We will arrange a replacement or full refund, including any return postage costs
You have the right to a repair or replacement within 6 months of delivery if goods are later found to be faulty
5. Damaged in transit
If your parcel arrives damaged, please contact us within 48 hours of delivery with photographs of the damage and packaging. We will arrange a replacement or refund at no cost to you — you will not be asked to return a damaged item at your own expense.
6. How to start a return
Email us at stillpoint@stillpointsystem.com with your order number and reason for return
We will confirm whether your item is eligible and provide return instructions
Post the item back to us in its original packaging (unless the item is faulty, damaged, or arrived incorrect — in which case we'll advise on the best option, which may not require a return at all)
Once received and inspected, we will process your refund or replacement
7. Refunds
Refunds are processed within 5–10 business days of us receiving and inspecting your returned item
Refunds are issued to your original payment method
You'll receive an email confirmation once your refund has been processed
8. Return shipping costs
If you are returning an item because you changed your mind (within the cooling-off period or extended 30-day window), return postage is your responsibility
If the item is faulty, damaged, or was sent in error, we cover the full cost of return
9. Non-returnable items
Opened or used supplement bottles, except where faulty or not as described
Products marked as final sale or clearance, where indicated on the product page
10. Subscription orders
If you wish to cancel, pause or skip a subscription, this is managed separately from returns — see our Subscription Terms. The 14-day cooling-off period applies to your first delivery only.
11. Contact us
For any questions about refunds or returns:
Email: stillpoint@stillpointsystem.com