14-Day Window
Return requests must be made within 14 days of delivery.
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Returns & Exchanges — FAQ
Questions 12–19 · Eligibility, process, timelines
12
What is your return policy?
You can request a return within 14 days of delivery, provided the item is unopened, unused, sealed, and in its original packaging. All returns require pre-authorization from our team — unauthorized returns are refused.
Full eligibility details →
13
What if my order arrives damaged or opened?
If possible, note “Damaged / Opened” on the delivery record and refuse the package. Otherwise, take clear photos of the packaging and product and email them to [email protected] within 14 days of delivery. We’ll resolve it at no cost to you.
Damaged or wrong items →
14
How do I initiate a return?
Email [email protected] within 14 days of delivery with your order number, the item(s), the reason, and whether the item is opened or unopened. We’ll review your request and send return instructions. Please don’t ship anything back until you’ve received them.
Step-by-step return process →
15
Who pays for return shipping?
You do, unless the item arrived defective, was damaged on delivery, or we shipped the wrong item. Original outbound shipping fees are non-refundable except in those cases. We recommend a trackable service — NutriHERE isn’t responsible for return shipments lost or damaged in transit.
Return shipping costs →
16
Do you offer exchanges?
Not in most cases. The exceptions:
- You received the wrong item — we’ll exchange it at no cost.
- Gift returns (unopened, within 14 days) can be exchanged for online store credit.
17
How long do refunds take?
Once we receive and inspect your return, we’ll notify you whether it’s approved. Approved refunds go to your original payment method or as online store credit (your choice). We issue approved refunds within 10 business days of inspection, then your bank may take up to 10 more business days to post it — so up to 20 business days in total.
18
What if my order has missing, broken, or wrong items?
If anything is missing, broken, or not what you ordered: note “Missing Item” or “Damaged” on the delivery record if you can, photograph the packaging and contents, and email [email protected] within 14 days of delivery with your order number. We’ll make it right at no cost to you — if we sent the wrong item, we’ll exchange it free of charge.
Damaged or wrong items →
19
Are any items final sale?
Yes. These are final sale and can’t be returned or exchanged unless defective:
- Perishable / food items
- Clearance or reduced-price items
- Certain professional-brand health products
- Opened or tampered items
📋 Eligibility
To be eligible for a return, all of the following must apply:
- The return is requested within 14 days of delivery
- The item is unopened, unused, and in its original packaging
- The seal has not been broken or tampered with
- You have received pre-authorization from our team
Note: We do not accept unauthorized returns. Please contact us first at [email protected] before sending anything back.
🚫 Non-Returnable Items
The following items are final sale and cannot be returned or exchanged unless defective:
Item type
Status
Perishable / food items
Final Sale
Clearance or reduced-price items
Final Sale
Certain professional-brand health products
Final Sale
Opened / tampered items
Final Sale
Sealed, unopened items within 14 days
Returnable
🔄 How to Initiate a Return
1
Email us within 14 days at [email protected]
2
Include your order number, item(s) to return, reason, and whether the item is opened or unopened
3
We’ll review your request and send return instructions
4
Ship the item back using a trackable method (at your cost), unless the return is due to our error
5
Once received and inspected, we issue a refund or store credit within 10 business days. Your bank may take up to 10 more business days to post it.
⚠️ NutriHERE is not responsible for lost or damaged return shipments. We strongly recommend a trackable shipping service.
📸 Damaged or Wrong Items
If your order arrives damaged, opened, or with the wrong item:
- If possible, note “Damaged / Opened / Missing Item” on the delivery record and refuse the package
- Take clear photos of the packaging and product
- Email [email protected] with the photos within 14 days of delivery
We will resolve damaged or wrong-item orders at no cost to you.
🚚 Return Shipping Costs
You are responsible for return shipping costs, except when:
- The item arrived defective
- The item was damaged on delivery
- We shipped the wrong item
Original outbound shipping fees are non-refundable, except in the cases above.
💳 Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, the refund is processed to your original payment method or as online store credit (your choice). We issue approved refunds within 10 business days of inspection. After that, please allow up to 10 more business days for your bank to process it.
💡 If you haven’t received your refund 10 business days after we’ve issued it, check your bank account and contact your card provider before reaching out to us.
↔️ Exchanges
We do not offer exchanges in most cases. Exceptions:
- You received the wrong item — we will exchange at no cost
- Gift returns (unopened, within 14 days) may be exchanged for online store credit
You may use your preferred carrier for the return shipment.
⏳ Late or Missing Refunds
If you haven’t received your refund:
- First, check your bank account again
- Then contact your credit card company — it may take time to post
- Then contact your bank — there’s often processing time before it appears
- If you’ve done all of the above and still haven’t received your refund, email [email protected]