Cancellation policy

Subscription policy

Last updated 25 September 2026. Family Pharmaceuticals Limited, trading as Dense. This policy is part of our Terms of Service.

In short: your account always shows your next renewal date and amount (section 2). Cancel, pause or skip any time before the renewal date from your account (section 3). A renewal already charged is a normal order (section 3). No cancellation fee (section 3).

1. What a subscription is

Products offered "subscribe and save" renew automatically. The product page and checkout tell you, before you pay, whether you are buying once or subscribing, the renewal price, how often you are charged and delivered, and any minimum term. By completing checkout you agree to those renewals until you cancel.

2. Renewal reminders

The date and amount of your next renewal are shown in the subscription section of your account at all times. We are introducing reminder emails before each renewal charge, sent to the email address on your account, so keep it current and check your junk folder; we keep a record of every reminder sent, including the delivery status our email provider reports. At least every six months we remind you that your subscription is continuing and how to end it.

3. Cancelling, pausing and skipping

Cancel, pause, skip a delivery or change the frequency at any time from your account at dense.global/account, or by emailing hello@dense.global from the address on your account. A change made at least 24 hours before the renewal date shown in your account applies to that renewal (charges are taken during that day, so make the change the day before to be certain). We record the date and time of every cancellation, pause or skip and email you a confirmation. A cancellation sent to us any other way (live chat, social media, text or a different email address) takes effect when we have confirmed it to you by email, which we do within 2 working days; to be certain it is applied before a renewal, use your account or email us from the address on it. If a renewal has already been charged but not yet dispatched when your cancellation reaches us, we cancel that renewal and refund it in full within 14 days. A renewal charged before your change is a completed order and follows the Refund policy (unopened goods may be returned within 14 days). There is no cancellation fee.

4. Multi-month and discounted plans

Where a plan is priced as a 3-month or 6-month plan, the discount reflects that term. If you cancel early you keep the discount on deliveries already made; we never claw it back. Deliveries already made are not refunded except under the Refund policy. Where a plan is prepaid, anything prepaid for deliveries not yet made is refunded within 14 days; where a plan is delivered in one parcel, the Refund policy applies to that parcel.

5. Price and terms changes

We give at least 10 working days' notice by email before any change to the price or terms of your subscription. You may cancel before the change applies; prepaid, undelivered deliveries are refunded.

6. Failed payments

If a renewal payment fails we email you and retry over the following days. Nothing is dispatched until payment succeeds. If payment has not succeeded within 14 days the subscription is cancelled and you can restart it from your account.

7. Rewards

Subscription stamps and milestone rewards, including the Champion discount, apply for as long as the subscription stays active and have no cash value.