Refund policy

If you have purchased a Nutragenics product and for some reason want to process a return, the easiest way is to contact our Customer Service department via email (info@nutragenics.eu) or our contact form.
However, you can always exercise your right of withdrawal through any legally admitted means.
Prior to this, you should know that you must meet the following conditions to return a product:

  • The product must be in perfect condition, just as it was received, with its original labeling and generally everything that came with the purchase of the mentioned product.
  • The period for exercising the right of withdrawal is 14 calendar days from the delivery of said product.
  • In case of withdrawal, Nutragenics must refund the full amount from the delivery of the product.
  • Returns will be made as soon as possible and, in any case, within a period of 14 calendar days from the notification by the customer.
  • Said refund will be made to the same card used to pay for the purchase, via bank transfer or to the account where the holder is the person who placed the order: always taking into account the payment method used by the customer.

Who pays the shipping costs when making a return?

There are two possible scenarios:

  • If it is a return because you do not want the product (withdrawal), you must pay them.
  • If the product is in poor condition or has arrived broken, Nutragenics will take charge of the logistics costs of this return.
  • If the order is rejected at the time of delivery and said order has already been paid for, Nutragenics will refund the purchase amount deducting the shipping costs.

Exceptions to the right of withdrawal that apply to Nutragenics

This right of withdrawal will not be applicable to contracts that refer to:

  • The supply of goods that may expire quickly or deteriorate.
  • The supply of goods sealed that are not suitable for return for reasons of hygiene and/or health protection, and that have been unsealed after delivery.
  • The supply of goods that after their delivery and taking into account their nature have been inseparably mixed with other goods.
  • The supply of goods unsealed by the user and without their original packaging.
  • Items identified as gifts acquired through the purchase of an order and requested to be returned individually.

What is the procedure to follow in a return?

If you meet the conditions and agree to cover the costs originating from the return, contact us so we can process the product pickup. The carrier will pass by the address where the order was delivered without you needing to travel to carry out the procedures.
The procedure will be the following:

  • You must pack the product for its return, protecting it correctly to avoid damage during transport. If possible, in the box where it was delivered.
  • Send the following form along with the product with the order data necessary to process the return.
  • A Nutragenics agent will agree with you on the time for a courier to pick up the package.
  • Once the package reaches us, the corresponding economic refund will be processed.

If, on the contrary, you wish to exercise the right of withdrawal and carry out the return on your own, fill out the following form and send the product to us. In said document, you can review all the details of the withdrawal process.