Returning Faulty Items
Returning Faulty Items
At Nutricity.uk, your satisfaction and safety are our top priorities. If you’ve received a product that is faulty, defective, or not functioning as advertised, we are here to help in accordance with our store policies and your consumer rights.
Your Rights as a Customer
If an item you’ve purchased is faulty or damaged, you may be entitled to a replacement, repair, or refund—depending on the situation and type of product.
How to Report a Faulty Item
- Within 30 days of delivery: Email us at support@nutricity.uk with your order number, description of the issue, and clear photos or videos. We’ll provide return instructions and, if applicable, a prepaid return label.
- After 30 days: We will still assess the issue and offer an appropriate solution depending on the severity and type of fault.
Please ensure the product is securely packaged when returning, even if the original packaging is unavailable.
What Happens Next
Once the faulty item is received and inspected, we will issue:
- A full refund to your original payment method, or
- A replacement product shipped to you at no additional cost, or
- A repair, if applicable and feasible.
Returns May Not Be Accepted If:
- The item is damaged due to misuse or negligence.
- There have been unauthorised repairs or modifications.
- The returned product does not match the reported issue.
Electronics and Health Devices
For items like smart scales, fitness trackers, or devices:
- Please report any fault within 30 days for a quick resolution.
- Returned items are tested for issues. If no fault is found, a restocking or testing fee of up to 15% may apply.
- Ensure personal data is removed or accounts are unlinked before sending the product back.
Return Shipping Costs
Return shipping for faulty items is covered by us. If your issue falls outside the free return window, we may still offer a prepaid return label based on the situation.
For more details, visit our Refund Policy and Privacy Policy.