NutriPeak · Customer Care
Returns and Refunds Policy
We want you to be completely satisfied with your purchase. Plans change, and sometimes a product is not what you expected. This page outlines the steps to return an item and how we handle refunds and exchanges — kept as smooth and fair as we can make it.
Our Address
12 Park Row, Leeds LS1 5HD
United Kingdom
How It Works
The Return Process, Step by Step
Every return follows the same path: contact us, receive authorisation, post your item, and wait for inspection. Here is what to expect at each stage.
Stage One
Initiate
Email [email protected] with your order number and the reason for your return. Include the product name and quantity so our team can locate your order quickly.
You will receive a reply with a Return Merchandise Authorisation (RMA) number and the address to send your package. Do not post items back without an RMA number — unauthorised parcels sit unprocessed and this delays any refund.
Stage Two
Post
Pack the item securely in its original packaging with the RMA number clearly marked on the outside of the parcel. Use a trackable postage service or consider insurance, since we cannot guarantee we will receive a returned item without proof of posting.
Customers cover the cost of return postage. Original delivery charges from your first order are non-refundable.
Stage Three
Inspect
Once your return arrives, we inspect it and email you confirmation of receipt. The same email tells you whether your refund is approved or declined, based on the condition of the product and its packaging.
Inspection takes 3–5 business days. If approved, the refund is applied to your original payment method. Your bank or card issuer may need several additional business days to show it on your statement.
Eligibility
What Can Be Returned
To be eligible for a return, your item must be unused, unopened, and in the same condition you received it. The original security seal must be intact. We cannot accept returns on opened supplements for safety and hygiene reasons — once a seal is broken, the product cannot go back into stock or reach another customer safely.
You have 30 days from the date of delivery to initiate a return request. If the 30-day window has passed, contact us anyway — we review each enquiry individually and can sometimes offer store credit depending on the circumstances.
Qualifies
- Unopened, seal intact
- Original packaging
- Within 30 days of delivery
- Purchased at full price or on sale
Does Not Qualify
- Opened or seal broken
- Gift cards
- Free promotional items
- Items marked non-returnable at purchase
Intact Seal Required
The tamper-evident ring must be unbroken for any supplement return.
Faulty Items & Exchanges
Damaged, Defective, or Wrong Item
If something arrives broken or not as described, the process is different — you are not expected to cover return postage or wait for the standard window.
If Damaged on Arrival
Report It Immediately
Contact us at +44 113 496 7350 as soon as you notice the damage. We will arrange a replacement at no additional cost or provide a full refund including your original delivery charge.
We may ask for photographs of the damaged item and its packaging. This helps us identify where the damage occurred — in transit or at the warehouse — and improve our quality control for future orders.
Exchanges
How to Swap a Product
We only replace items if they are defective or damaged. If you need to exchange a faulty item for the same product, email [email protected] and we will arrange it.
If you wish to swap for a different product entirely, return the original item for a refund under the standard process and place a new order for the item you want. This keeps the refund and the new purchase as two clean, traceable transactions.
Exceptions
Non-Returnable Items
In addition to opened supplements, certain items cannot be returned. These include gift cards, promotional items provided for free, and any products explicitly marked as non-returnable at the time of purchase.
If a product page or your order confirmation marks an item as non-returnable, that exception takes priority over the general policy. If you are unsure about a specific item before ordering, reach out to our support team and we will confirm before you commit.
Reminder
Items purchased with a gift card are still eligible for return — the refund is issued as store credit applied to your account.
After Inspection
Refund Processing
If your return is approved, the refund is processed and a credit is automatically applied to your original payment method. You do not need to request the refund separately — it happens as part of the same workflow.
We receive your returned item and begin inspection.
Inspection and email notification of approval or rejection.
Refund issued to your original payment method.
Funds appear on your statement — timing depends on your bank or card issuer.
Still Have Questions?
Contact Our Support Team
If anything on this page is unclear, or your situation does not fit neatly into the categories above, get in touch. We respond to every enquiry and will talk you through the right path.