Refund policy

Returns & Refund Policy

Last updated: September 21, 2026

At NutriCore, customer satisfaction is important to us. We want you to feel confident when shopping with us. This Returns & Refund Policy explains our procedures for cancellations, returns, exchanges and refunds.

Nothing in this policy affects any statutory rights you may have under applicable UK consumer law.

1. Right to Cancel

For most products purchased online, customers in the United Kingdom have a statutory right to cancel their order within 14 days of receiving the goods, without having to provide a reason.

If you wish to exercise your right to cancel, please contact us clearly stating that you wish to cancel your order.

Once you have notified us of your cancellation, you generally have a further 14 days to return the goods to us.

Certain products may be excluded from the statutory cancellation right where permitted by law, including certain personalised, customised, perishable or sealed goods where the seal has been broken for health or hygiene reasons.

2. Returns for Unwanted Items

If you change your mind about your purchase, you may return the item in accordance with the applicable cancellation rights and this policy.

Returned products should be in their original condition, with all original packaging, labels and accessories where reasonably possible.

You may handle the goods only to the extent necessary to establish their nature, characteristics and functionality. If the value of the goods has been reduced due to handling beyond what is reasonably necessary, we may be entitled to make a proportionate deduction from the refund where permitted by law.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is:

Faulty;
Damaged upon arrival;
Significantly different from its description; or
The wrong product,

please contact us as soon as possible with your order number and details of the issue.

Where appropriate, we may request clear photographs or other evidence to help us assess the issue.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.

Your statutory rights regarding faulty, damaged or misdescribed goods are not affected by this policy.

4. How to Request a Return

To request a return or exercise your cancellation rights, please contact us at:

Email: support@nutricore.com

Please include:

Your order number;
The email address used to place the order;
The reason for your request, where applicable;
Details of the product you wish to return.

We will provide you with the relevant return instructions.

5. Return Shipping Costs

Where you are exercising your statutory right to cancel because you have changed your mind, you may generally be responsible for the direct cost of returning the goods unless we have agreed otherwise or the law requires us to cover those costs.

If the item is faulty, damaged, incorrect or not as described, NutriCore will handle the return in accordance with your applicable statutory rights.

6. Refunds

Once your return has been received and reviewed, we will process any refund due to you without undue delay.

For statutory cancellations, refunds will generally be issued within 14 days of the relevant point required by applicable law.

Where goods are being returned, we may wait until we have received the goods back or you have provided reasonable evidence that they have been sent back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original purchase, unless you have expressly agreed to another method.

7. Original Delivery Costs

If you exercise your statutory right to cancel an online purchase, we will generally refund the cost of the standard delivery option originally offered.

If you selected a more expensive delivery method, we are generally only required to refund an amount equivalent to the standard delivery cost.

8. Exchanges

We may offer exchanges for certain products, subject to availability.

If the requested replacement product is unavailable, we will provide an appropriate alternative remedy in accordance with applicable law.

For statutory cancellation requests, customers may choose to return the original product and receive a refund rather than an exchange.

9. Non-Returnable Items

Certain products may not be eligible for cancellation or return where an applicable legal exception applies.

Examples may include:

Personalised or customised products;
Products that deteriorate or expire rapidly;
Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been broken;
Other products specifically excluded by applicable law.

Where an exception applies, this will be communicated where required before or at the time of purchase.

10. Promotional Items and Free Gifts

If an order includes a free promotional item or gift that was provided as part of a promotion, the return or refund of the main product may also require the promotional item to be returned, where permitted by the terms of the promotion and applicable law.

Any applicable conditions will be communicated clearly at the time of purchase.

11. Refund Processing Time

Once a refund has been authorised and issued by NutriCore, the time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider.

Although we process approved refunds as promptly as possible, your payment provider may require additional processing time.