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Refund, Returns & Withdrawal Policy

At NutraCity, we want you to be satisfied with your purchase. This policy explains your rights regarding returns, refunds, and cancellations for customers in the United Kingdom, European Union, and other international locations.

Contact Information

If you have any questions regarding returns, refunds, or withdrawals, please contact us:

Email: customerservices@nutracity.co.uk

Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where an order has not yet entered the fulfilment process, we will attempt to cancel the order and issue a full refund.

Once an order has been dispatched, the return and withdrawal provisions below will apply.

Right of Withdrawal (EU Consumers)

If you are a consumer located within the European Union, you generally have the legal right to withdraw from your purchase within 14 days of receiving your goods without providing a reason.

To exercise this right, you must notify us through our withdrawal request process or by contacting us at customerservices@nutracity.co.uk before the end of the 14-day withdrawal period.

You must return the goods within 14 days of notifying us of your decision to withdraw.

Refunds will be issued within 14 days of receiving the returned goods or receiving satisfactory evidence that the goods have been returned.

Products Excluded from Withdrawal Rights

For health protection, hygiene, and product safety reasons, withdrawal and return rights do not apply to:

  • Food supplements, vitamins, minerals, herbal products, and other consumable products that have been opened or unsealed after delivery.
  • Food, drinks, confectionery, and other consumable products that have been opened after delivery.
  • Personal care, cosmetic, beauty, hygiene, or health-related products that have been opened, used, or unsealed after delivery.
  • Products that have been mixed, altered, damaged, or used after delivery.
  • Any products specifically excluded under applicable consumer protection laws.

These exclusions do not affect your rights regarding faulty, damaged, or incorrectly supplied goods.

Returns

We accept returns of eligible products within 14 days of receipt, provided that:

  • The item is unused.
  • The item remains sealed where applicable.
  • The item is in its original condition.
  • The item is returned with its original packaging.
  • Proof of purchase is provided.

Returned products that do not meet these requirements may not qualify for a refund.

Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty;
  • Damaged during transit;
  • Incorrectly supplied; or
  • Not as described,

please contact us as soon as possible and provide photographs where appropriate.

We will investigate the issue and, where applicable, provide a replacement, exchange, store credit, or refund in accordance with your statutory rights.

Nothing in this policy limits your legal rights under applicable consumer protection laws.

International Orders

Customers are responsible for ensuring products can legally be imported into their destination country.

NutraCity is not responsible for customs delays, import restrictions, duties, taxes, or seizures by customs authorities.

Where an order is refused by customs or cannot be delivered due to local import restrictions, shipping charges may not be refundable.

Return Shipping Costs

Unless the return is due to our error or because the product is faulty, damaged, or incorrectly supplied, customers are responsible for return shipping costs.

We strongly recommend using a tracked delivery service when returning goods.

We cannot be responsible for items lost in transit during return shipping.

Refund Processing

Once returned goods are received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method used for the purchase.

The time required for funds to appear in your account may vary depending on your payment provider, bank, or card issuer.

Fraud Prevention

We reserve the right to refuse refunds, returns, or exchanges where we reasonably believe abuse, fraud, misuse of our policies, or unlawful activity has occurred.

Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection laws in your country of residence.