Refund policy

At HIGH, we are committed to the quality of our performance protocol and customer experience. If you are not satisfied with your purchase, please contact us, and we will do our best to assist you.

This Refund & Returns Policy applies to purchases made directly from HIGH through our website or official sales channels.

Nothing in this Policy affects your statutory rights under applicable consumer protection laws, including your rights in relation to faulty, damaged, misdescribed or defective goods.

1. 14-Day Cooling-Off Period

If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

The cancellation period expires 14 days after the day on which you, or a person nominated by you, receive the goods.

To exercise your right to cancel, you must notify us clearly in writing by emailing:

info@high.inc

Please include:

  • your order number;

  • your full name;

  • the email address used for the order;

  • the item(s) you wish to return; and

  • confirmation that you wish to cancel and return the order.

You do not have to use any specific cancellation form, provided your cancellation request is clear.

2. Returning Goods After Cancellation

If your cancellation request is accepted, you must return the goods to us without undue delay and no later than 14 days after the date on which you notified us of your cancellation.

We will provide the return shipping address once your return request has been approved.

Unless the goods are faulty, damaged or incorrect, you are responsible for the cost of returning the goods to us.

You are responsible for ensuring that returned goods are packaged securely and returned in a condition suitable for inspection and resale, where applicable.

3. Eligibility for Returns

To be eligible for a return and full refund, the goods must be returned in the same condition in which you received them, unused, undamaged and in their original packaging, subject always to your statutory rights.

Beverages

For health, hygiene and safety reasons, beverage products may only be returned if:

  • the cans are unopened;

  • the cans have not been consumed, pierced, damaged or tampered with;

  • the products are returned in their original, undamaged outer packaging, tray or case; and

  • the items are in a resaleable condition.

We cannot accept returns of opened, consumed or partially consumed beverage products unless they are faulty, damaged or otherwise not as described.

Patches

For hygiene and health protection reasons, sealed patch products which have been unsealed after delivery are not eligible for return.

Patches may only be returned if:

  • the outer packaging is unopened;

  • individual pouches remain sealed;

  • the product has not been used, applied to the skin, damaged or tampered with; and

  • the item is in a resaleable condition.

Because patches are applied directly to the skin, we cannot accept returns of opened packs or opened individual pouches unless the product is faulty, damaged or otherwise not as described.

4. Damaged, Faulty or Incorrect Goods

If your order arrives damaged, faulty, leaking, crushed, incorrect or otherwise not as described, please contact us as soon as possible at:

info@high.inc

Please include:

  • your order number;

  • a description of the issue;

  • photographs or videos showing the damage or fault; and

  • photographs of the packaging, where relevant.

Once verified, we may offer, as appropriate:

  • a replacement;

  • a repair, where applicable;

  • a full or partial refund; or

  • another remedy required by law.

If the item is faulty, damaged or incorrect, we will cover reasonable return shipping costs where a return is required.

5. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed to the original payment method used for the order.

Where you exercise your 14-day cancellation right, we will process the refund without undue delay and no later than 14 days after:

  • we receive the returned goods; or

  • you provide evidence that the goods have been returned,

whichever is earlier.

Refunds may take 5–10 business days to appear in your account, depending on your bank, card issuer or payment provider.

6. Delivery Costs

Where you validly cancel an online order within the 14-day cooling-off period, we will refund the standard outbound delivery cost, if any.

If you selected a more expensive delivery option than our standard delivery method, we will only refund the cost of the standard delivery option.

Return shipping costs are your responsibility unless the goods are faulty, damaged, incorrect or otherwise not as described.

7. Reduced Refunds / Diminished Value

You may inspect the goods in the same way as you would reasonably inspect them in a shop.

However, we may reduce the amount of any refund if the value of the goods has been diminished as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

This may include, for example:

  • opened beverage cans;

  • opened patch packaging or pouches;

  • damaged packaging;

  • signs of use;

  • missing items;

  • tampering with seals; or

  • damage caused after delivery.

8. Non-Returnable Items

Unless faulty, damaged or otherwise not as described, the following items are not eligible for return:

  • opened or consumed beverages;

  • opened patch packs or opened individual patch pouches;

  • used patches;

  • products not in a resaleable condition;

  • products damaged after delivery due to misuse, mishandling or improper storage;

  • personalised or customised products, if applicable;

  • gift cards, if applicable.

9. Sale Items and Promotional Products

Sale, discounted or promotional items may be returned in accordance with this Policy and your statutory rights.

We do not exclude refunds for sale items where the goods are faulty, damaged, incorrect or not as described.

Where a promotional bundle or discounted set is returned only in part, we may adjust the refund to reflect the discount originally applied.

10. Digital Content and HIGH App Premium Content

Access to HIGH app premium content, digital sessions, digital plans, subscriptions or other digital services may be subject to separate terms.

By accessing or starting any digital content, premium session or digital service before the end of the 14-day cancellation period, you expressly consent to the immediate supply of that digital content or service and acknowledge that you may lose your statutory right to cancel once access or performance has begun.

If you do not provide such express consent and acknowledgement, your 14-day cancellation right may continue to apply.

Digital content or premium services are non-refundable once accessed, started or used, except where required by law.

Subscription cancellations, renewals and billing terms may be governed by separate subscription terms or app store terms, where applicable.

11. Exchanges

We do not guarantee exchanges.

Where an item is faulty, damaged or incorrect, we may offer a replacement where available.

If a replacement is not available, we may offer a refund or another remedy required by law.

12. How to Initiate a Return

To initiate a return, please email:

info@high.inc

Please include:

  • your order number;

  • your full name;

  • the product(s) you wish to return;

  • the reason for return;

  • photos, if the item is damaged or faulty.

Once your request has been reviewed, we will confirm whether the return is approved and provide the return shipping address and instructions.

Please do not send products back without first contacting us.

13. Refusal of Returns

We reserve the right to refuse a return or reduce a refund where:

  • the goods do not meet the eligibility requirements in this Policy;

  • the goods have been opened, used, consumed or damaged after delivery;

  • the goods are returned outside the applicable return period;

  • required information or proof of purchase is not provided;

  • the return appears fraudulent, abusive or inconsistent with normal consumer use.

This does not affect your statutory rights.

14. Proof of Purchase

We may require proof of purchase before processing any return, refund or replacement.

Proof of purchase may include:

  • order confirmation email;

  • order number;

  • payment confirmation;

  • receipt; or

  • other evidence reasonably requested by us.

15. Contact Details

For all returns, refunds and order issues, please contact:

HIGH
Email: info@high.inc
HIGH CORPORATION LIMITED
Registered address: 1 Ariel Way, London, England, W12 7SL
Company number: 16774812
Email (legal): legal@high.inc


16. Changes to This Policy

We may update this Refund & Returns Policy from time to time.

The version that applies to your order will be the version published on our website at the time you placed your order.