Refund 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
Returns & Withdrawal Requests
Customers can submit return and cancellation requests through their NutraCity customer account at:
https://account.nutracity.co.uk
If you do not have a customer account, you may exercise your withdrawal rights or request a return by contacting us at customerservices@nutracity.co.uk and providing your name, order number, and details of your request.
We will acknowledge receipt of your request and provide further instructions where applicable.
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 without undue delay and within 14 days of receiving your withdrawal notification. Where applicable, we may withhold the refund until we have received the returned goods or satisfactory evidence that they have been sent back, whichever occurs first.
For change-of-mind withdrawals, customers are responsible for the direct cost of returning eligible goods, as explained in our Return Shipping Costs section below.
Products Excluded from Withdrawal Rights
Certain products may be excluded from statutory withdrawal rights where permitted by applicable consumer protection laws, including:
- Goods that are liable to deteriorate or expire rapidly.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery.
- Goods that have become inseparably mixed with other items after delivery.
- Other products specifically exempted under applicable consumer protection laws.
These exemptions are applied only where legally permitted. Opening packaging or handling a product does not automatically remove statutory withdrawal rights.
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, subject to applicable statutory cancellation rights.
Where appropriate, returned products should:
- Be unused beyond what is reasonably necessary to inspect them.
- Remain sealed where required for health protection or hygiene reasons.
- Be returned with their original packaging where reasonably possible.
- Be accompanied by proof of purchase.
Customers may be responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.
These conditions do not limit statutory cancellation rights or rights relating to faulty goods.
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 an appropriate replacement, exchange, refund or other remedy in accordance with your statutory rights.
Where NutraCity is legally responsible for return postage costs, we will cover reasonable return costs or arrange an appropriate return method.
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.
International shipments may be subject to customs inspections, import restrictions, duties and taxes.
Where an order is refused by customs or cannot be delivered due to local import restrictions, shipping charges may not be refundable, subject to applicable consumer rights and the agreed shipping terms.
Return Shipping Costs – Change of Mind
If you wish to return an item because you have changed your mind, ordered the wrong product, or simply no longer require it, you are responsible for arranging and paying the return postage costs.
This applies to eligible change-of-mind returns and withdrawals under applicable UK and EU consumer protection laws, provided the responsibility for return costs was disclosed before purchase.
NutraCity does not provide free return postage or prepaid return labels for change-of-mind returns, unless we have expressly agreed otherwise or are legally required to cover the cost.
Before returning an item, please contact us or submit a return request through your customer account so that we can provide the appropriate return instructions and address.
We strongly recommend using a tracked postal or courier service and retaining proof of postage until your return has been processed.
Customers are responsible for ensuring returned goods are appropriately packaged and sent to the correct return address.
Returns Due to Faulty, Damaged or Incorrect Goods
Where an item is faulty, damaged, incorrectly supplied or not as described, NutraCity will cover reasonable return postage costs where required by law.
Original Delivery Charges
For eligible cancellations of an entire order under statutory withdrawal rights, we will refund the original standard delivery charge where required by law.
If a customer selected a more expensive delivery service, such as express delivery, we are generally not required to refund the additional amount above the least expensive standard delivery option offered.
Nothing in this section affects your statutory consumer rights.
Refund Processing
Once returned goods are received and inspected, we will notify you of the outcome.
Approved refunds will normally be processed within 3 business days of receiving and inspecting the returned goods.
For statutory cancellations, refunds will be issued within the time limits required by applicable consumer protection laws. Where permitted, we may withhold the refund until the goods have been received or satisfactory evidence of return has been provided, whichever occurs first.
Refunds will normally be made to the original payment method unless otherwise agreed in accordance with applicable law.
Once a refund has been successfully processed by us, the time required for the funds to appear in your account is determined by your bank, card issuer or payment provider and is outside our control.
Fraud Prevention
We reserve the right to investigate suspected fraud, abuse or misuse of our returns and refund procedures and to take appropriate action where legally permitted.
Nothing in this section limits any statutory consumer rights.
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.