Refund Policy

Last updated: June 28, 2026

At Goatly, your satisfaction is our top priority. We want you to feel confident in every purchase, which is why we offer a generous return and refund policy. If you are not completely happy with your order, we are here to help.

1. Our Satisfaction Guarantee

We stand behind the quality of our goat milk powder. That is why we offer a 90-day satisfaction guarantee on all orders. If for any reason you are not satisfied with your purchase, you may request a return or refund within 90 days of receiving your order.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The return request must be made within 90 days of the delivery date.
  • The item must be in its original packaging.
  • You must be able to provide proof of purchase (order number or confirmation email).

Important: For hygiene and food safety reasons, opened supplement containers may not be eligible for return. Exceptions may be made at our discretion on a case-by-case basis. If you have concerns about an opened product, please contact us and we will do our best to find a solution.

3. How to Request a Return

To initiate a return, please follow these steps:

  • Email us at support@trygoatly.com with the subject line "Return Request".
  • Include your order number and the reason for your return.
  • Our team will respond within 2 business days with return instructions, including the return shipping address.

Please do not send items back without first contacting us. Returns sent without prior authorisation may not be processed.

4. Refund Process

Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund.

  • If approved, your refund will be processed to your original payment method within 5 to 10 business days.
  • Original shipping costs are non-refundable, unless the return is due to a defective or incorrect item.
  • You will receive a confirmation email once the refund has been issued.

5. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. To help us resolve the issue quickly:

  • Email support@trygoatly.com with your order number.
  • Include clear photos of the damaged or defective item and its packaging.
  • Provide a brief description of the issue.

We will arrange a replacement or full refund at no extra cost to you, including return shipping.

6. Exchanges

We do not process direct exchanges at this time. If you would like a different product or variant, please return your original item for a refund and place a new order through our website at trygoatly.com.

7. Your Consumer Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period for distance purchases. This means you can cancel your order within 14 days of receiving it, for any reason. This right is in addition to our 90-day satisfaction guarantee.

This policy applies equally to customers in the United Kingdom.

Nothing in this policy is intended to limit or affect your statutory rights. Your statutory consumer rights remain fully protected at all times.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please take the following steps:

  • Check your bank account or payment provider again, as processing times can vary.
  • Contact your bank or credit card company. It may take additional time before the refund is officially posted.
  • If you have completed these steps and still have not received your refund, please contact us at support@trygoatly.com and we will look into it for you.

9. Non-Returnable Items

The following items are not eligible for return or refund:

  • Gift cards
  • Items returned after the 90-day return window has closed

10. Contact Us

If you have any questions about our refund policy or need assistance with a return, we are happy to help.