Refund policy

This policy outlines the terms and conditions for purchases made from Nutriluxe LTD (referred to as "Nutriluxe," "we," "us," or "our") through our website www.nutriluxe.co.uk. By placing an order, you confirm that you have read, understood, and fully agree to this policy. If you disagree with any part of this policy, please do not place an order.


If you need to contact us or have any questions, please email us at contact@nutriluxe.co.uk or write to us at Nutriluxe LTD, 124 City Road, London, United Kingdom, EC1V 2NX.


DELIVERY

We aim to process and dispatch all orders via our chosen courier as quickly as possible. Once your order is with the courier, you will receive an email confirmation with tracking information. Orders placed on weekends or public holidays will be shipped on the next working day.

DELAYS

During busy periods with a high volume of orders, deliveries might take a little longer. Please allow a few extra days for your order to arrive. If there is a significant delay in shipping your order, we will notify you by email or phone. Please note that we do not ship on Saturdays, Sundays, or public holidays.


UK SHIPPING ONLY

We currently only ship to addresses within the United Kingdom.

RISK OF LOSS

When you purchase items from us, they are shipped under a contract with our courier. This means that the responsibility for loss or damage to the items transfers to you once we hand your order over to the courier. If you haven't received your order within 25 working days from the dispatch date, please contact us as soon as possible and within 45 days of placing your order. If you contact us after this timeframe, we may not be able to track your order or provide a refund.


DAMAGED DELIVERIES

If you receive a damaged item, please email us within 7 days of receiving your order, including clear pictures of the damage for verification. Please keep the damaged item until we have responded to you. We can only consider claims where there is clear evidence of damage or a fault.


ORDER CHANGES AND ERRORS

If you've made a mistake with your order, please contact our customer service team as quickly as possible, ideally within one hour of placing the order, so we can try to amend or cancel it before dispatch. If your order has already been shipped, we won't be able to make changes or cancel it until you have returned it to us.


ADDRESS CHANGES

Once an order has been shipped, we cannot change the delivery address. Please double-check your shipping details before submitting your order. If you need to change your address, please email us before your order is dispatched.


REFUSED DELIVERIES

If you refuse delivery of your order because you wish to cancel it, please contact us to inform us of this.


ORDERS RETURNED TO US

If your order is returned to us due to multiple failed delivery attempts, failure to collect, or an incorrect/insufficient address, we will not be able to refund the original delivery charges.

RETURNS

Please read the following information carefully before requesting a return. You can return any delivered products for any reason within 14 days of receiving them. To do this, you must inform us in writing (by email or post) within 5 working days of delivery. If you are returning a product for any reason other than it being damaged, you will be responsible for the return shipping costs.


OUR RETURNS AND REFUNDS POLICY

You can return unused products within 14 days of delivery, provided that they are:


  • Returned in their original, undamaged packaging and in a resalable condition, complete with all original contents.
  • Accompanied by valid proof of purchase.
  • Returned to us within 14 days of your purchase date.

To start a return, please contact us at contact@nutriluxe.co.uk or use our online returns form.


HOW TO RETURN

Please ensure that returned products are securely packaged to prevent damage or loss during shipping and send them to the return address we provide. Refunds may be reduced if returned products cannot be resold as new due to being opened, damaged, or showing signs of use.

For returned items worth over £50, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your return.


REFUNDS

Refunds will be issued to the original payment method used for the purchase. We will process refunds within 7 days of receiving the returned items. For orders paid in a different currency, the refund will be processed in that currency, and we are not responsible for any gains or losses due to changes in exchange rates between the order and refund dates.


LATE OR MISSING REFUNDS

If you haven't received your refund within 14 days of us confirming it has been processed, please check your bank account and contact your bank or credit card company, as there may be a processing delay. If you have done all of this and still haven't received your refund, please contact us.