Refund policy
## 30-Day Satisfaction Guarantee
At Nutrazen, we want you to feel confident with your purchase. We offer a 30-day satisfaction guarantee on first-time, one-time purchases of Nutrazen products.
To be eligible, refund requests must be submitted within 30 days of delivery.
## How to Request a Refund
Email us at **support@nutrazenshop.com** with:
- Your order number
- The email used at checkout
- A clear photo of the product received
- A short explanation of the issue
Subject line: **Refund Request — Order #[your order number]**
Refund requests are reviewed by our support team and are not automatically approved.
## Refund Eligibility
Refunds may be approved when:
- The request is made within 30 days of delivery
- The product was purchased directly from nutrazenshop.com
- The customer provides the required order details
- The request relates to a genuine issue with the order or product experience
Because Nutrazen sells supplements, health, wellness, and beauty products, we reserve the right to refuse refunds where products have been heavily used, misused, damaged after delivery, or where a customer has made repeated refund claims.
## Subscription Orders
Subscription purchases are offered at a discounted price in exchange for recurring deliveries.
Customers may cancel their subscription at any time before the next billing date through their account portal or by contacting us at **support@nutrazenshop.com**.
However, once a subscription renewal order has been processed, billed, or shipped, it is not eligible for a refund unless the item is damaged, defective, incorrect, or there was an error caused by Nutrazen.
Customers are responsible for managing, pausing, or cancelling their subscription before the next renewal date.
For health, hygiene, and safety reasons, subscription renewal orders cannot be refunded simply because the customer forgot to cancel, no longer wants the product, or did not use the product.
## Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with:
- Your order number
- A photo of the item received
- A photo of the package, if damaged
If approved, we will offer a replacement or refund.
## Returns
In most cases, we do not require customers to return the product. However, Nutrazen reserves the right to request a return before approving a refund.
If a return is required, the product must be sent back in its original packaging where possible. Return instructions will be provided by our support team.
## Non-Refundable Cases
Refunds are not available for:
- Subscription renewal orders after billing or shipment
- Orders where more than 30 days have passed since delivery
- Products purchased from third-party or unauthorised sellers
- Orders delivered to an incorrect address entered by the customer
- Refused deliveries or missed deliveries caused by customer error
- Products damaged due to misuse, improper storage, or failure to follow instructions
- Repeated refund abuse or suspicious refund activity
## Refund Processing
Approved refunds are issued to the original payment method.
Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card provider.
Shipping fees are non-refundable unless the issue was caused by Nutrazen.
## Cancellations
Orders can only be cancelled before they are processed or shipped. Once an order has been processed, packed, or shipped, we cannot guarantee cancellation.
Subscription cancellations stop future renewals only. They do not cancel or refund orders that have already been billed, processed, or shipped.
## Contact Us
For refund, return, or subscription cancellation enquiries:
**Email:** support@nutrazenshop.com
**Response time:** Within 24 hours Monday to Friday
**Nutrazen**
nutrazenshop.com