terms & conditions.

These terms and conditions (T&Cs) set out the legal terms and conditions which apply to subscriptions for our products via this website, www.abnormal.io (this Site). In these T&Cs, we refer to ourselves as we, us, our and abnormal.

Through this Site we can build you a personalised nutritional product (a Personalised Product) which will be specifically adapted to meet your needs. We sell Personalised Products on a subscription basis so that you don’t need to worry about running out. If you place an order for a subscription of Personalised Products (a Subscription) through this Site or on the telephone, a Subscription contract will be formed between us and you which incorporates these T&Cs. This will be a rolling contract and will continue until either you or we cancel. You can cancel your Subscription at any time in accordance with these T&Cs.

Please read these T&Cs carefully and make sure that you understand them before you take out a Subscription with us. By using this Site, you accept these T&Cs and agree to be bound by them.

We may change these T&Cs from time to time. The version available on this Site at the time you place your order for a Subscription shall be the T&Cs which apply to your Subscription. We recommend you keep a copy of them to refer back to. If we need to update the T&Cs that apply to your Subscription, we shall send you an email or write to you at your billing address to inform you of the changes. If you do not agree to the changes, you will be given the opportunity to cancel your Subscription.

Our Personalised Products are for individual consumers only, are for your own personal consumption and are not intended for resale. As each Personalised Product is specifically tailored to meet your needs, we do not recommend sharing your Personalised Products with anyone else.

We are only able to supply Personalised Products for delivery in the UK. Please keep checking back if you live elsewhere as we are planning to extend our delivery network soon.

We are Class Delta Limited trading as abnormal. Class Delta Limited is a limited company registered in England and Wales under company number 8170845. Our registered office is at Units 1-2 Aragon Court, Manor Park, Runcorn WA7 1SP United Kingdom.

If you have any questions or concerns about any of our Personalised Products or any information contained within these T&Cs, you can email us at anything@abnormal.io or call us on 0333 112 8888. You can also always use the “live chat” facility on this Site and our team will be happy to help you.

We are committed to ensuring that your privacy is protected at all times. We have set out information regarding how we look after your personal data in our Privacy Policy. Please read these policies carefully as they contain important terms which apply to you.

To take out a Subscription with us and register for an online account on this Site, you must be aged at least 18. You must only register and purchase Personalised Products from us on your own behalf and you can only register for one account.

We do not offer Personalised Products for sale other than through a Subscription. However, you can cancel your Subscription at any time in accordance with these T&Cs.

When you first visit this Site, you will be offered the opportunity to respond to a series of detailed lifestyle questions (the Analysis). If you choose to complete the Analysis (or start doing so), we will automatically create an online account for you to keep your data safe and so that you can return to complete the Analysis when you like. Your responses to the Analysis help us to build a picture of your nutritional needs and develop a bespoke Personalised Product for you. Please be as accurate as you can as then you will get the most out of your Subscription. You will be offered the opportunity to update your Analysis over time so that we can modify your Personalised Products for you.

The contact and payment details you provide during the account registration and checkout process must be accurate and complete. You must notify us of any changes that are made to your details using the account details section found on ‘My Account’.

When registering with us you will need to provide a secure password which will be used to access your account on this Site. Your password must be 6 – 12 characters long and contain a mixture of letters and numbers. Please do not disclose your password to anyone. You are responsible for all activity that occurs whilst your username and password are in use and for any orders that are placed. If you suspect, or know, that your password has been accessed by somebody else, you must contact us immediately and change your password.

If we suspect misuse of your account or a breach of security, we may cancel or suspend your account or Subscription or we may ask you to change your password for security reasons. We will never ask you to disclose your password on email or over the phone. You should only ever enter your password when logging in to the secure area of this Site. We recommend that you do not use the same password for more than one website or online account.

By registering for an account with us and taking out a Subscription, you will be automatically enrolled on the abnormal. refer a friend program. You will be eligible to use your unique referral code found within your account online to share with others. Terms & conditions for this program can be found on the refer a friend page on the website.

We reserve the right to change the program at any time without prior notice. The credit balance on the reward scheme is not a recognised currency. Credits cannot be transferred, exchanged or reproduced and can only be redeemed against your Subscription.

Images of our Personalised Products on this Site and in our adverts online, in emails and in print, are only intended to give you a general idea of our Personalised Products. When you receive your order, the Personalised Products may look different to those images. From time to time, our packaging design and product quantities will change. Also, our Personalised Products sometimes look different on screen from how they look in real life.

Please bear in mind that you will be receiving a product that has been tailored to meet your needs identified in the Analysis and not a standard off-the-shelf product. However, do not worry, as we ensure that every Personalised Product we sell is top quality and will always meet the description provided to you during the Subscription order process.

There may be instances where local laws or regulations require us to make minor changes to our Personalised Products. If we have to make a change that significantly alters a Personalised Product you have ordered and we are not able to fulfil your original order, we will notify you of this and you can choose to continue with your Subscription or to cancel.

These T&Cs apply to all Subscriptions entered into via this Site and over the phone. By entering into a Subscription with us, you confirm that you are over the age of 18 and that you understand and accept these T&Cs.

When you first place an order for a Subscription, we will send you an order acknowledgment email. This email does not necessarily mean that your order for a Subscription has been accepted. Acceptance of your order will only take place when we email you to confirm we have accepted your order, or if no confirmation is received, when we despatch your first order to you, at which point a Subscription contract will come into existence between you and us. This will be a rolling Subscription contract whereby we will deliver Personalised Products to you on a monthly basis until either you or we cancel the Subscription.

We will let you know how many Personalised Products are being delivered each month and an approximate delivery date.

We reserve the right to cancel your trial order if you cancel your full subscription before your trial order is despatched. We will contact you to notify you of this and refund your payment in full for your trial order. Occasionally, we may be unable to accept your order for a Subscription or we may have to suspend your monthly deliveries, for example, if there is a problem processing your payment or if we have identified an error on this Site. If this happens, we will contact you to resolve the issue.

The price of your Subscription will be set out on this Site during the order process. This will be the price you are required to pay each month excluding delivery unless you change your order. The total monthly price will be dependent upon the quantity of Personalised Products you require each month and the type of Personalised Product selected.

We take all reasonable care to ensure that our prices are correct. Unfortunately, despite our best efforts, sometimes we get things wrong and prices might be incorrect. If we notice a pricing error before despatch of your monthly Subscription which makes your order more expensive, we will contact you to let you know and you will have the option of continuing with your Subscription for that month at the higher price, changing your Subscription or cancelling your Subscription. If we notice a pricing error before despatch of your monthly Subscription which makes your Subscription for that month less expensive, we will proceed with your order, let you know what has happened and refund you the difference.

If we accept and process your Subscription order where there is an obvious and unmistakeable pricing error which could reasonably have been recognised by you as a mispricing (for example, a Personalised Product priced at 1p instead of £10), we may cancel your order and end the Subscription contract. We would then refund you any sums you have already paid and we may require you to return any Personalised Products we have sent to you in error. Alternatively, you can choose to continue your Subscription contract at the higher price.

Prices are shown on this Site in British pounds sterling. Our prices include VAT (where applicable), charged at the relevant current rate but exclude delivery charges.

We will take payment from your chosen payment method at the time your order is placed and on an agreed date each month thereafter. You must be authorised to use the relevant payment method used to pay for your Subscription. Please ensure that you have sufficient funds in your chosen payment method to make payment in full on that date. Otherwise, your monthly Subscription may be delayed or cancelled by us.

If you need to change your payment method at any time, you can do so through your online account or by contacting us directly.  

If you choose to pay through a “buy-now, pay-later” provider offered on this Site, such as Klarna or Clearpay, you will enter into an agreement directly with that payment provider which is separate from your arrangement with abnormal. and shall be subject to separate legal terms. The payment provider will also be a controller of your personal data. We recommend that you review the applicable legal terms carefully on the payment provider’s website before entering into any pay-later arrangements.

From time to time, we offer official abnormal. voucher codes which entitle you to a discount on your monthly Subscription. The voucher might be a specific monetary or percentage discount for your monthly Subscription or might allow you to claim a free gift. Additional terms applicable to your voucher will be set out on the voucher and on our vouchers page or may be contained within the email sent with the voucher. Voucher codes and discounts purchased, or provided, from third party voucher code websites will be subject to any further terms and conditions found on the third party's website or within the relevant email.

Each voucher will be valid for a specified period of time and cannot be used outside of that period. We reserve the right to refuse to accept a voucher code in our absolute discretion and our decision shall be final.

To redeem your voucher, you will need to enter your specific voucher code during the checkout process [or in your online account]. Each voucher can only be redeemed once. We do not permit the same type of voucher to be used more than once for a single Subscription, unless stated otherwise. You must not attempt to create additional accounts in order to use single use codes more than once and we reserve the right to cancel such Subscriptions if we discover this to be the case.

Our vouchers usually allow you to receive a discount on the purchase of a specific Personalised Product (for example, £2 off) (a product discount code) or a discount if you spend a certain amount with us (for example, 20% off orders over £75) (a basket discount code). Basket discount codes cannot be used in conjunction with any other vouchers and you can only use one per order. You can use multiple product discount codes per Subscription, provided each voucher is for a different product type and each voucher can only be redeemed once. Voucher codes cannot be used in conjunction with referral codes or other promotions or offers. Voucher codes remain our property and are not transferable. There is no cash alternative. We reserve the right to withdraw, refuse or restrict vouchers at any time. Minimum spend amounts used to activate promotions such as, but not limited to, free delivery and gifts, are based on the total Subscription value after all discounts have been deducted and before delivery charges have been added.

Unless stated otherwise, voucher codes and other offers are not open to employees of abnormal.

The costs of delivery (£4.99 orders under £50) and we deliver to UK mainland only. Please check this page to make sure we deliver to your location and for further details on delivery of your Subscription. We will let you know if the estimated delivery date for your monthly Subscription will be significantly delayed.

You may need to sign for your delivery or be present at the delivery address to accept delivery. If we are unable to successfully deliver your order to you, your order will be returned to us. If you then request another delivery or delivery to another address, unfortunately we will need to charge you for this second delivery. Alternatively, if you would like a refund and to cancel your subscription, then we will be happy to arrange this.

Delivery of your monthly Subscription shall be complete when we deliver your monthly order to the address you provided during the checkout process and the Personalised Products delivered will be your responsibility from that time.

As a consumer in the UK you are legally entitled to a full refund if you change your mind about your Subscription and return your Personalised Products to us within 14 days of delivery of your first monthly order. We will also refund you our least expensive delivery charge if you paid for delivery and you return your entire order.

We will not refund you the full delivery cost if you chose a more expensive delivery option. This legal right to change your mind only applies if you have not broken the hygiene seal on any Personalised Products you wish to return or otherwise handled them in a way that would not be permitted in a shop.

Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office or equivalent consumer protection organisation in your jurisdiction.

We are under a legal duty to supply Personalised Products that are in conformity with these T&Cs and our contract.

Although we always take great care in how we treat your order, accidents do happen and if any Personalised Product we deliver is faulty, mis-described, has been damaged in transit or you have received an incorrect Personalised Product, then please contact our customer services team and they will provide you with instructions on how to return your Personalised Product.

Once we have inspected the Personalised Product, if it is are faulty, mis-described, damaged or incorrect, we will be happy to arrange a replacement Personalised Product for you or provide you with a full refund. If your Personalised Products are not faulty, but you wish to return them, you may benefit from a statutory right to return or from our Lifetime Guarantee as explained above.

You may choose to cancel your Subscription at any time by notifying us via your online account or you can email us at anything@abnormal.io or call us on 0333 112 8888.

If you notify us that you wish to cancel, we will immediately cancel your Subscription provided we receive your notice prior to when we start producing and processing your order. Otherwise, your cancellation shall take effect from the following month. If you have any queries, please do contact us.

We may cancel your Subscription at any time by notifying you via email or in writing to your billing address. Such cancellation will take effect on the date stated in the cancellation notice (or if no date is specified, shall take effect immediately).

We only supply Personalised Products to you for personal consumption. If you purchase Personalised Products for resale or for any other commercial or business purpose, we will have no liability to you for any indirect or consequential losses, incidental or punitive damages, loss of profit, loss of business, business interruption, or loss of business opportunity to the fullest extent permitted by law.

We are responsible to you for foreseeable loss and damage caused by us. We are not responsible for any loss or damage that is not foreseeable.

Our sole liability to you for any delay or failure to supply you with any Personalised Products ordered shall be a full refund of any sums you have paid in respect of such order.  

Notwithstanding the above, we do not seek to limit or exclude our liability where it would be unlawful for us to do so. 

If you have any complaints about our Personalised Products, you can contact our customer services team by email at anything@abnormal.io or call us on 0333 112 8888 or you can write to us at Units 1-2 Aragon Court, Manor Park, Runcorn WA7 1SP.  You can also always use the “live chat” facility on this Site and our team will be happy to help you.

If you are not satisfied with how we have handled any complaint, you may request your complaint is referred for alternative dispute resolution (where an independent body considers the facts of the dispute and seeks to resolve it without you having to go to court). Until 31 December 2020, disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform, which can be found here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN.

However, after 31 December 2020, this online platform will no longer be available for consumers in the UK. If would like your complaint to be referred for alternative dispute resolution after this date, please contact us for further information.

Nothing in these T&Cs shall affect your rights as a consumer under the applicable law in the jurisdiction in which you reside.

The content of this Site is protected by intellectual property rights. You acknowledge that such intellectual property rights are owned by, and shall remain with, us and our licensors. You are only permitted to use this Site to browse our product range, read the content on our Site and to take out a Subscription.  We reserve the right to enforce our intellectual property rights in respect of any mis-use or infringement of this Site or our intellectual property rights.

We may transfer our rights and obligations under any contract with you to another organisation. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.  

The contract is between you and us. No other person shall have any rights to enforce any of its terms.

Each of the provisions in these T&Cs operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining provisions will remain in full force and effect.

If we fail to insist that you perform any of your obligations under these T&Cs, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

These T&Cs are governed by the laws of England. If you are a consumer and not resident in England, English law shall apply, but shall not override any mandatory laws of the country in which you have your usual place of residence.

In respect of any dispute or claim relating to a contract, we each submit to the non-exclusive jurisdiction of the courts of England and Wales, but nothing in this clause shall limit your legal rights to bring an action or to require proceedings to take place in the country in which you have your usual place of residence. For example, if you live in Scotland you can bring legal proceedings in respect of your contract in either the Scottish or the English courts.


These T&Cs were last updated in January 2021.