Returns and refunds policy

Last updated: March 2026

Thank you for shopping with Nutriten. We want you to be completely satisfied with your purchase. This policy sets out your rights and our obligations regarding returns, cancellations, and refunds.

This policy is governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Your statutory rights are not affected by anything in this policy.

1. Physical Products

1.1 Your 14-day statutory cancellation right

As an online (distance) seller, we are required by law to offer you a 14-day cancellation right. This means you may cancel your order for any reason within 14 calendar days of the date you receive your goods, without needing to give a reason.

To exercise this right, please notify us within 14 days of receiving your order by emailing info@nutriten.co with your order number and a clear statement that you wish to cancel.

1.2 Our goodwill returns window

In addition to your statutory rights, we offer a 30-day goodwill returns window from the date you receive your item. To be eligible under this extended window:

  • The item must be unused and in its original condition

  • The item must be returned in its original packaging

  • You must contact us at info@nutriten.co before sending anything back

Please note: the goodwill window does not affect your statutory rights. If your item is faulty or not as described, different rules apply (see Section 1.4 below).

1.3 Return shipping costs

Unless an item is faulty, not as described, or damaged on arrival, the cost of return postage is the customer's responsibility. We recommend using a tracked service, as we cannot accept liability for items lost in transit on their way back to us.

1.4 Faulty, damaged, or incorrect items

If you receive an item that is faulty, damaged, or not as described, you have the following rights under the Consumer Rights Act 2015:

  • Within 30 days of purchase, you are entitled to a full refund.

  • Between 30 days and 6 months: you are entitled to a repair or replacement. If neither is possible or successful, you may be entitled to a partial or full refund.

  • Between 6 months and 6 years: you may still be entitled to a repair, replacement, or partial refund, though the burden of proof shifts to you to show the fault existed at the time of purchase.

For faulty or damaged items, we will cover the cost of return postage. Please contact us at info@nutriten.co before returning anything, and we will advise on next steps.

1.5 Items we cannot accept back

The following items cannot be returned unless they are faulty:

  • Perishable goods or items with a short shelf life

  • Sealed goods that have been opened and cannot be resold for hygiene or health protection reasons

  • Items that have been personalised or made to your specification

1.6 Refund timeline for physical products

Once we receive and inspect your return, we will process your refund within 14 calendar days. Refunds are issued to your original payment method. We are not responsible for delays caused by your bank or card issuer once the refund has been issued from our side.

2. Services

We aim to deliver all services with reasonable care and skill, as required by the Consumer Rights Act 2015.

2.1 If you are unhappy with a service

If you are not satisfied with a service we have provided, please contact us at info@nutriten.co within 7 days of delivery. We will aim to resolve your concern promptly. Your options may include:

  • Repeat performance of the service at no additional cost, where this is possible; or

  • A partial or full refund, where repeat performance is not possible or appropriate.

2.2 Cancelling a service before delivery

If you wish to cancel a service before it has been delivered, please contact us as soon as possible. Where work has not yet commenced, we will issue a full refund. Where work is already in progress, we may charge a reasonable amount for the portion of the service already completed.

3. Digital Downloads

Under the Consumer Contracts Regulations 2013, you have a 14-day cancellation right for digital content. However, this right is lost once you have consented to immediate delivery and acknowledged that you lose your right to cancel upon the start of the download.

At the point of purchase, we will ask you to confirm that you agree to immediate delivery of the digital content and that you understand this means you waive your right to cancel once the download has started. If you provide this confirmation and then download the content, we are not obliged to offer a refund.

However, we understand that exceptional circumstances arise. If you have a concern about a digital purchase, please contact us at info@nutriten.co, and we will assess your situation fairly and on a case-by-case basis.

If a digital download is faulty or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, regardless of the above.

4. How to Request a Return or Refund

To start a return or refund request:

  • Email us at info@nutriten.co with your name, order number, and reason for the return or refund

  • We will respond within 2 business days to confirm next steps

  • Do not send items back without first receiving confirmation from us

5. Contact Us

If you have any questions about this policy or your order, please get in touch:

Email: info@nutriten.co

Website: nutriten.co

Your statutory rights are not affected by this policy. For independent advice, you can contact Citizens Advice (citizensadvice.org.uk) or the Competition and Markets Authority (gov.uk/cma).