Refund policy

Thank you for shopping with Nutriva.

If you are not entirely satisfied with your purchase, we're here to help. We work hard to ensure our customers are completely satisfied with the products they buy from us.

Returns

You may return an item within 14 calendar days of receiving it.

To be eligible for a return, your item must be unused and in the same condition in which you received it. Your item must be in its original packaging.

You must contact us before sending a return, as the return address may vary depending on where your order originated.

Refunds

Once we receive your item, we will inspect it and notify you of its receipt. After inspection, we will promptly inform you of the status of your refund.

If your return is approved, we will initiate a refund to your credit/debit card.

You will receive the credit within a number of days, depending on your card issuer's policies.

Note: The usual processing time for a refund by most banks is 3 to 5 business days.

Additional information required

Sometimes, a tax identification number or additional information is required so we can process your order. We will inform you if this is the case. This information is only required for a few countries and allows our products to clear customs without issues. If this information is not provided, we will be unable to process your order and no refund will be issued.

Shipping

All customers are responsible for return shipping costs. We strongly recommend sending returned items with a tracked option, as we cannot be held responsible for items lost in transit.

If the return is initiated by the consumer, the consumer is responsible for shipping costs. Specific fees depend on the carrier you choose.

If the goods received are damaged or do not match the description due to our fault, the consumer is not required to bear the return shipping costs for this reason.

Shipping costs are non-refundable.

Cancellations

Our cancellation policy applies within 6 hours of order placement.

If the customer does not receive the package, it will be transferred to the post office where the customer can retrieve it. If they do not, the package will be returned to us. In this case, the customer can choose to have the item re-shipped and will be responsible for the re-shipping fees.

Damaged items

Please include photos and a video showing the poor quality of the goods or the damaged parts so we can assist you as quickly as possible. The best photos are taken on a flat, well-lit surface where defects are easy to see. This information will be used to help you with your order and prevent future issues. Please notify us within 14 days of receiving damaged or defective goods.

Contact us

If you have any questions about how to return your item, please contact us.

You can reach us by emailing support@nutriva-official.com. The Nutriva team is available 24 hours a day, six days a week. We always respond within 24 hours and are happy to help!