Our Returns Policy lasts 31 days. If 31 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
We offer two types of returns:
1. Return of un-opened items for either a cash refund or a Nutribuddy Points refund.
2. Return of opened Items know as our ‘Happiness Guarantee’ for a Nutribuddy Points refund.
PLEASE READ THE INSTRUCTIONS BELOW VERY CAREFULLY AS WE CANNOT BE HELD RESPONSIBLE FOR RETURNS SENT TO THE WRONG ADDRESS OR WITHOUT A VALID RMA NUMBER
STEP 1. To complete your return, you must log into your nutribudy.com account which was set up when you made your purchase. You can login here: https://nutribuddy.com/my-account/
We automatically set up an account for every Nutribuddy customer when you make a purchase through our website. Your account details are then emailed to the email address you provided. If you cannot locate your login details you can re-set you password using your email address on the login page.
STEP 2. Once logged in, go to ‘Recent Orders’ then choose ‘Return an Item’ for the order you wish to return. If the ‘Return an Item’ button is not visible you may be outside of the returns time-frame.
STEP 3. Once you have submitted the ‘Returns Form’ your request will usually be processed within 1 working day. However, during busy periods it can take up to 5 working days. You will then receive an email with returns instructions including the special returns address and your RMA number.
IMPORTANT: PLEASE DO NOT send back any returns until you have been issued a returns address and unique RMA number. If you send the return back to any address other than that provided by the returns team or you do not include your unique RMA number, we WILL NOT be able to locate your return and no refund can be issued.
You will be responsible for paying for your own shipping costs for returning your item.
Refunds for Un-opened Products
If you choose a cash refund, your refund will be subject to a £5 re-stocking fee and minus any postage.
If you choose a Nutribuddy Points refund or an exchange for a different flavour / variety, we do not charge a restocking fee.
We recommend that returns are sent via a tracked service or that you ask for proof of postage which is normally free. It is your responsibility to ensure the return reaches us and refunds will only be processed one the return is received by us.
Refunds for opened Items (Happiness Guarantee)
For opened items, we can only provide refunds in the form of:
a) An exchange for a different product flavour of the same product type and value as the return.
b) Nutribuddy Points which can be spent on other products on our website. You will be refunded for the portion of your product which is left. For example, if you have used half of your product before returning it, you will be given Nutribuddy points equivalent to 50% of the purchase price, excluding any outbound shipping.
If the product you are returning is part of a kit, we will refund based on the products discounted price within the kit which will usually be less than buying it individually.
Nutribuddy Points Refunds
With Nutribuddy Points refunds, we will apply your refund to your Nutribuddy.com account so it can be used for a discount on future orders. Nutribuddy points last for 3 months. If you do not plan to spend your Nutribuddy Points refund within 3 month please email us for an extension.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. In the case of cash refunds, a credit will automatically be applied to your credit card or original method of payment, usually within 5 working days. In the case of Nutribuddy Points refunds, the points will be applied to your Nutribuddy.com account, usually within 5 working days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges are covered under our Happiness Guarantee.
You will be responsible for paying for your own shipping costs for returning your item, unless we are at fault e.g. if you have received the wrong item.
If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Last updated 19/09/2017