Refund policy
RETURN AND REFUND POLICY
We offer a 30-day return policy. This means you have 30 days after receiving your order to request an eligible return.
30-Day Returns
For returns under our 30-day policy, products must be unused, unopened and in their original condition and packaging. All safety and tamper seals must remain intact. You will also need your order number or proof of purchase.
To request a return, email activenutrition049@hotmail.com with your order number and details of the item you wish to return.
Approved returns should be sent to:
Active Nutrition
2168A Coventry Road
Sheldon
Birmingham
B26 3JB
United Kingdom
Please contact us before sending a return so that we can provide the correct instructions.
For change-of-mind returns, customers are responsible for the return postage costs. We recommend using a tracked postal service.
UK Online Cancellation Rights
If you purchased online, you have the legal right to cancel most orders within 14 days after receiving them without giving a reason. After notifying us, you normally have another 14 days to return the products.
You may inspect products as you would in a shop. However, we may reduce the refund if a product has been handled more than necessary and its value has been reduced.
For eligible cancellations made within the legal 14-day period, we will also refund the cost of our standard delivery service. Additional charges for premium or express delivery are not refundable.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives. Contact us as soon as possible if an item is damaged, faulty, not as described or if you receive the wrong product.
Email activenutrition049@hotmail.com with your order number, details of the problem and photographs where possible.
If an item is confirmed as damaged, faulty or incorrect, we will arrange or cover reasonable return costs and provide the appropriate refund, replacement or other remedy.
Exceptions and Non-Returnable Products
For health and safety reasons, we cannot normally accept change-of-mind returns for:
- Opened or used supplements, food, drinks or personal-care products
- Products with broken safety or tamper seals
- Products that deteriorate or expire rapidly
- Personalised or custom-made products
- Gift cards
These exceptions do not apply when a product is faulty, damaged, not as described or when the law requires us to accept the return.
Sale Items
Sale items have the same statutory rights as full-price items.
Exchanges
The quickest way to receive a different product is to return your eligible item and place a separate order after your return has been accepted.
Refunds
We will notify you after receiving and inspecting your return.
Approved refunds will be issued to your original payment method. Where the statutory cancellation right applies, refunds will be made without undue delay and within 14 days of receiving the returned goods or receiving evidence that they have been sent back.
Your bank or payment provider may require additional time to display the refund in your account.
If you have not received an approved refund after 15 business days, please contact activenutrition049@hotmail.com.
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at activenutrition049@hotmail.com. We cannot guarantee cancellation once an order has entered the dispatch process.
Nothing in this policy affects your statutory consumer rights.
Opened and Sealed Products
For health, hygiene and safety reasons, certain sealed products may not be eligible for return once the seal has been broken or the product has been opened.
This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or otherwise not as described.