Your rights

This page summarises your legal rights; it doesn't reduce them. The full rules are in our Terms of Sale. If anything here seems to say less than the law, the law wins.

We're THEONETHING LIMITED, trading as UpBy9®. Email: support@drinkupby9.com. Returns address: AOCC Limited, Unit 6, Pineapple Park, Road One, Winsford Industrial Estate, Winsford, Cheshire CW7 3PR. (See Terms, clause 1)

Changed your mind? You have 14 days to cancel (See Terms, clause 6)

Opened sachets (See Terms, clause 6.4)

Each sachet is individually sealed. Once you open one, it can't be returned on a change of mind, for hygiene reasons. Unopened sachets, including those from a carton you've opened, can still come back. This never affects faulty or damaged goods. The law: regulation 28(3)(a)

Return postage (Terms 6.3, 6.5)

  • If you've changed your mind, you pay the cost of posting items back. We recommend a tracked service, and keep your proof of posting. The law: regulation 35

  • Post returns to: AOCC Limited, Unit 6, Pineapple Park, Road One, Winsford Industrial Estate, Winsford, Cheshire CW7 3PR. This is our fulfilment centre, not our office. A return sent to another of our addresses still counts, but it may take longer to reach us.

  • Faulty, damaged or wrong items: we pay the return postage (see below).

Refunds and timing (See Terms, clause 7)

  • We refund within 14 days of receiving the items back, or of you sending proof of posting, whichever is earlier.

  • If you cancel before we've dispatched your order, we refund everything, including delivery, within 14 days of you telling us.

  • Refunds go back to the payment method you used, with no fee.

  • If you cancel your whole order, we refund the standard delivery you paid too (up to the cost of our standard option if you chose a faster one).

  • We can reduce a refund only if items come back handled beyond what's needed to see what they are. We never deduct anything for unopened sachets returned in the condition you received them.

The law: regulation 34

Part returns (See Terms, clause 7.2)

If you send back only part of your order (for example, unopened sachets from a carton you've opened), we refund the price of what you return: each unopened sachet at the carton price divided by 30, rounded up to the nearest penny. Delivery isn't refunded on a part return, unless the delivery charge for what you kept would have been lower; then we refund the difference. Founding 100 orders had free delivery, so there's no delivery charge to refund. The law: regulation 34

Faulty, damaged or wrong goods (See Terms, clause 8)

Goods must be of satisfactory quality, fit for purpose and as described.

  • Within 30 days of delivery, you can reject them for a full refund. The law: section 22

  • Or ask for a replacement (or repair), at no cost to you. The law: section 23

  • If that doesn't fix it, or isn't possible, you can have a price reduction or reject the goods for a refund (the final right to reject). The law: section 24

  • Within 6 months of delivery, a fault is assumed to have been there when the goods arrived, unless we show otherwise. The law: section 19(14)–(15)

  • We pay any return postage. A photo helps, but we won't refuse your rights without one.

Delivery, and when it becomes yours (Terms 5.3–5.4)

  • Your order is our responsibility until it's in your hands, or with someone you chose to take it. If it's lost or damaged on the way before then, we'll replace it or refund you, whichever you prefer, and we deal with Royal Mail. The law: section 29

  • If a parcel comes back to us because of the delivery address on your order, we'll resend it for the cost of postage, or you can cancel and we'll refund your order in full, including the standard delivery you paid.

Late or missing delivery (See Terms, clause 5.2)

We deliver within 30 days of your order unless we agree another date with you. If we don't, you can give us a reasonable extra period, or end the contract if delivery on time was essential, and we'll refund all your payments. The law: section 28

If something goes wrong (See Terms, clause 11)

  • We're responsible for loss you suffer that's a foreseeable result of us breaking our Terms or not taking reasonable care.

  • We're not responsible for business or work losses, for loss we couldn't have foreseen, or for loss to the extent it's caused by not following the directions, dose, allergen information or warnings on the pack. This never affects your rights if the product was faulty or unsafe.

  • Nothing in our Terms limits our responsibility for death or personal injury we cause, for fraud, for unsafe products, or for your rights for faulty, wrong or undelivered goods. The law: section 65

  • To look into a claim we may ask for proof of purchase, the batch number and photos. For a claim for compensation for an injury or illness, a person (not our customer service templates) may ask for reasonable medical evidence. We won't refuse your legal rights just because something is missing.

  • Please tell us about a problem as soon as you reasonably can. That doesn't shorten the time limits the law gives you.

Complaints (See Terms, clause 12)

  • Email support@drinkupby9.com with "Complaint" in the subject. We reply within 2 working days and aim to resolve things within 14 days.

  • We aren't a member of an alternative dispute resolution (ADR) scheme, so there's no scheme we can refer you to. The law: section 308

  • For free, independent advice, contact the Citizens Advice consumer service. You keep all your legal rights, including going to court.

Your data (See Terms, clause 13)

How we use your personal data, and your rights (including getting a copy of your data), are in our Privacy Notice. The law: UK GDPR Article 15

You can also complain to the Information Commission (ico.org.uk).

This page summarises your legal rights; it doesn't reduce them. Last updated: 12 October 2026.