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Svar från REGN

28 aug. 2026

Hi Mary,

We are sorry that you remain unhappy, but this review does not accurately reflect what happened.

It is entirely untrue that you were threatened with court action for wanting to return the feeding set.

Because the set had been used, it could not automatically be accepted as a standard change-of-mind return for hygiene reasons. However, once you maintained that it was faulty, we agreed that it could be returned for assessment.

When the set arrived, it was dirty and showed clear signs of use. We have photographic and video evidence documenting its condition when the parcel was opened. Despite this, we have sent it to the manufacturer for inspection and testing so that your concerns can be properly investigated.

If a manufacturing fault is confirmed, we will provide the appropriate remedy under consumer law and reimburse reasonable return postage. If no fault is found, a refund will not be due on the basis that the product is faulty.

The comments about “greenwashing”, the state of our business and supposed personal issues are unsupported and entirely unrelated to the facts of your order.

We will contact you directly once the manufacturer’s report has been received.

Svar från REGN

8 sep. 2026

Thank you for taking the time to share your feedback. We completely understand the point you’re making. We do sometimes use AI as one of the tools within our marketing, particularly to help a small team create content more efficiently, but we appreciate that AI itself has an environmental footprint and that this can feel at odds with an environmentally focused business. It’s useful feedback and something we’ll continue to consider carefully when deciding how and where we use it. Our main focus remains on the products themselves and helping customers make more sustainable everyday choices. Thank you for raising it with us.

Svar från REGN

9 aug. 2026

We’re sorry to see this review, but we do feel it gives a very misleading impression.

Marketing emails are only sent where a customer has actively opted in to receive them. Making a purchase does not automatically mean someone is signed up to marketing.

Every marketing email we send includes an unsubscribe option. Once an unsubscribe request has been successfully processed, that email address should no longer receive marketing emails from that list.

If you were continuing to receive emails after unsubscribing, the sensible thing would have been to contact us so we could investigate the email address and find out exactly what was happening. We would have been more than happy to look into it.

Leaving a one star review describing us as a “terrible company” without giving us the opportunity to investigate or resolve the issue feels extremely unfair, particularly when the complaint relates to marketing preferences rather than the purchase itself.

We are always happy to help when customers contact us with a genuine issue, but we also think reviews should give a fair and accurate reflection of the situation.

Svar från REGN

4 juli 2026

Thank you for your feedback.

Just to clarify, the DPD bags used in your order are 100% recyclable and made from 75% recycled plastic. As you have rightly pointed out, DPD requires liquids to be packed this way for transport, so this is not something we can simply remove when sending certain products.

We do understand that customers choose our products to reduce unnecessary plastic, but there is an important difference between unnecessary packaging and packaging required by a courier to safely transport specific items. Where this packaging is required, we still aim to make sure it is as responsible as possible, which is why the bags used are recyclable and made largely from recycled plastic.

With powders, there can also be occasions where additional protection is used to prevent damage or leakage during transit. This is done to make sure the order arrives safely and avoids wasted product, failed deliveries, replacements and further transport emissions.

We are sorry to hear you were unhappy with the explanation you received, but we do not agree that using courier-required protective packaging undermines the purpose of the products themselves. Our aim remains to reduce unnecessary plastic wherever possible, while still making sure orders arrive safely and meet courier requirements.

Svar från REGN

27 maj 2026

Hi Tara,

We’re sorry to read your review and we do understand this was frustrating.

To give some balance, the Royal Mail tracking shows that delivery was attempted, the parcel was then available for redelivery or collection, and we also advised you at the time that these options were available while the parcel was still in Royal Mail’s network.

You later chose not to arrange further collection or redelivery and asked for the parcel to be returned instead. Once the parcel came back to us and was processed, we refunded the cost of the items.

The original postage cost was not refunded because the order was dispatched, Royal Mail handled the parcel, delivery was attempted, and the parcel was then made available for redelivery or collection before being returned. The postage service had therefore been used.

We completely understand that you were unhappy with the collection point and with Royal Mail’s handling of the delivery, but this was not a case where the order was never sent or where no delivery attempt was made. We also cannot control where Royal Mail hold parcels after a missed delivery.

We always try to be fair with customers, but we also have to be fair to the business. In this case, the item cost was refunded when the parcel was returned, but we do not agree that the original postage should also be refunded where the postage service had been used and delivery options were available.

We’re sorry you feel disappointed, but we hope this explains why the decision was made.

Svar från REGN

17 maj 2026

Hi Mr Rimmington,

Thanks for your review.

I’m sorry to hear you’ve had trouble unsubscribing. We do not want to send emails to anyone who no longer wishes to receive them.

All marketing emails include an unsubscribe link at the bottom, which should remove you from the mailing list automatically. If that has not worked for you, please contact us with the email address the messages are being sent to and we can check this for you.

Svar från REGN

27 maj 2026

Hi,

We’re sorry to read your review, but we do need to clarify a few points.

We do accept returns in line with our returns policy and UK consumer rights. However, some products cannot be returned once opened or used for hygiene reasons. This is standard for personal care and intimate hygiene products, and it is not a “get out clause”.

The fact that some products are not sealed does not mean they can automatically be used, opened or handled and then returned. Hygiene restrictions can still apply depending on the type of product and its condition.

Regarding sizing, we provide size options and product information at the point of purchase so customers can choose the size they need. Where the item received matches the size selected at checkout, this would not be classed as the wrong item being sent.

We strongly reject the suggestion that we defraud customers. We are always happy to review genuine issues, but we do have to apply our returns policy fairly and consistently.

Svar från REGN

11 apr. 2026

We completely understand that no one wants an inbox full of emails — that’s frustrating for anyone.

That said, a 1-star review for this doesn’t feel like a fair reflection of our product or service. We send a maximum of three emails per week, and every single one includes a clear and simple unsubscribe option if it’s not for you.

We’re a small business, and reviews genuinely matter. Feedback is always welcome, but it’s important it reflects the full picture. If something isn’t right, we’ll always do our best to fix it — just reach out.

We appreciate your understanding.