Refund policy

If you need to return an item purchased online, please follow these steps. We will guide you on whether to return the goods to us or directly to the manufacturer, depending on the issue. As long as the conditions below are met, we will provide a refund or an exchange for a similar item of equal value (or refund the difference if the replacement item is cheaper). The only costs to you are the return postage and our original shipping costs. Please note we cannot accept returns of opened or part-used goods.

If you wish to return an unwanted item, please notify us within 30 days of receiving it. The first 14 days of this period are considered a cooling-off period under consumer rights.
From the date you notify us of your return, you have an additional 14 days to send the item back. If the full 30-day period elapses without returning the item, you may not be eligible for a refund or exchange.
If items are returned after these periods (except for faulty or damaged goods), Nutristore Ltd reserves the right to deny a full refund. In this case, the item may be returned to you at your expense.
A refund or exchange can only be processed with proof of purchase, such as a receipt or dispatch note.
Refunds are available only for products returned in their original, unused condition. We cannot process refunds for opened or used items.
For damaged items requiring a return, photo evidence will be needed.
Items sent back after the outlined time frames will not be refunded. In these cases, re-delivery or collection will be your responsibility.
Refunds are processed within 14 days of our receipt and inspection of the returned item. Please allow up to 14 days for the funds to appear in your account.
Refunds can only be processed to the original payment method used; transfers to alternative accounts or cards are not permitted.
If an item purchased online is faulty, you are entitled to the same rights as for in-store purchases. We will reimburse the return postage upon receipt of the delivery cost receipt.
Faulty or damaged items must be reported and returned within 30 days of receipt to qualify for a refund.
We recommend using recorded delivery when returning items to ensure the parcel can be traced if it fails to reach us. Please package the item securely to prevent damage in transit, as we are not responsible for goods until they arrive.
If a delivery is returned to us because no one was available at the shipping address to receive it, and no alternative arrangements were made, we will refund the item, minus the original shipping cost and any courier return fees.
If an order is returned due to incorrect or missing address information entered at checkout, we will issue a refund for the item minus the original shipping cost and any courier return fees.
If a customer refuses a delivery without any error on our part, we will issue a refund for the item, minus the original shipping and return fees. Refusing correct deliveries breaches our terms and conditions unless there is an error with the order or it was damaged in transit.

Charges for Unsuccessful Deliveries Returned to Us (No Fault of Nutristore):

UK Mainland:
- Parcel Force: £4.95 - £14.95 (depending on the delivery service used)
- Royal Mail: £2.95 - £3.95 (depending on the delivery service used)
Channel Islands: £3.99 - £16.99
Isle of Man: £3.99 - £15.99
Northern Ireland: £3.99 - £16.99
Scottish Highlands: £3.99 - £16.99

Additional Terms

While we strive for a positive customer experience, please be aware that it is your responsibility to ensure someone is available to sign for the parcel. Nutristore is not liable for failed deliveries unless there is proven negligence by the courier. In such cases, a claim would be raised with the courier company.

Products That Cannot Be Returned:

The following items are excluded from returns under our policy:

Gift cards
Frozen or perishable goods
Samples or free items

Returns Address:

Nutristore Limited
Unit G, Llantrisant Business Park, Pontyclun, CF72 8LF

Contact Us:

Phone: 0300 124 0371
Email: orders@nutrivend.co.uk