Refund policy
At Nutrivena, customer satisfaction is important to us, and we want you to feel comfortable and confident when ordering from us. If you are unhappy with your purchase, you may submit a refund request under our 30-day money-back guarantee. No product return is required.
To qualify, your request must be made within the applicable 30-day period and include a genuine reason explaining why you are dissatisfied.
1. Refund Eligibility & 30-Day Window
To be eligible for a refund under this policy, the following must be met:
- Your request must be submitted within 30 days of the date your original order was delivered.
- Refund requests received more than 30 days after delivery are not eligible, regardless of the reason for the request.
- This policy applies only to purchases made directly through Nutrivena's official website. Purchases made through third-party sellers, marketplaces, retailers, or resellers are excluded.
- Subscription renewals and recurring payments processed outside the original 30-day guarantee period are not refundable. Please refer to Section 7 for further information.
- Orders that have already been processed or fulfilled after the applicable 30-day period has expired are not eligible for a refund.
The 30-day money-back guarantee applies to your original Nutrivena purchase only and does not restart or renew with subsequent purchases or subscription renewals.
Each refund request is assessed individually by our team. Submission of a request does not automatically guarantee approval. Nutrivena may decline requests that do not provide adequate information, appear misleading, or are inconsistent with reasonable product use.
The 30-day guarantee is the maximum refund period, and requests outside this timeframe cannot be accommodated.
2. No Return Required
Customers are not required to send products back to Nutrivena in order to receive an approved refund.
Refund decisions are based on the information supplied with your request rather than the physical return of the product.
Please do not send products back to us unless our customer support team has specifically instructed you to do so. Unsolicited returns cannot be accepted or processed.
3. Acceptable Reasons for a Refund
When requesting a refund, customers must provide an honest and reasonable explanation for their dissatisfaction.
Reasons may include, but are not limited to:
- Product did not meet your expectations
- You were dissatisfied with your experience or results
- You experienced concerns relating to taste or ease of use
- Other reasonable concern directly relating to the product
Providing sufficient information allows our team to properly assess your request.
4. Damaged, Incorrect, Missing or Unfulfilled Orders
Certain order issues may qualify for a replacement or refund following verification by our customer support team.
Damaged or Defective Products
If your product arrives damaged or appears defective, please contact our support team as soon as possible. We may ask you to provide photographs of the product, packaging, shipping label, or other relevant information so the issue can be verified.
Once verified, we may provide an appropriate replacement or refund.
Incorrect or Missing Products
If your parcel contains an incorrect product or an item is missing from your order, please contact us with your order information. Once the issue has been confirmed, we may arrange a replacement or refund.
Order Cancellations
Orders can only be cancelled before they enter processing.
Once an order has begun processing, been fulfilled, or entered transit, cancellation is no longer available.
Unavailable or Out-of-Stock Products
If we are unable to fulfil an item you purchased, the applicable amount will be refunded to your original payment method.
5. Shipping & Delivery
Delivery-related claims are assessed using available carrier tracking information, delivery records, and other relevant evidence.
Marked Delivered but Not Received
Where carrier tracking confirms that an order was successfully delivered and valid proof of delivery is available, the order will be treated as fulfilled and will not qualify for a refund or replacement.
If the shipping carrier is unable to verify that delivery occurred, Nutrivena may arrange a replacement at no additional cost.
Delivery disputes themselves are not eligible for a monetary refund.
Tracking Shows Delivered Before Arrival
In some circumstances, shipping carriers may mark a parcel as delivered before the parcel physically arrives. This can occur up to approximately 24 hours before actual delivery.
If your tracking has recently changed to delivered, please allow 24 hours before reporting the parcel as missing. If it still has not arrived after this period, please contact our customer support team.
Lost or Stolen Parcels After Delivery
Nutrivena is not responsible for parcels that are lost or stolen after the shipping carrier has confirmed successful delivery.
Once a parcel has been delivered to the address provided at checkout, the customer is responsible for securing the package.
If you believe a parcel has been stolen following delivery, we recommend contacting the shipping carrier and, where appropriate, your local authorities.
Delivery to the Wrong Address
If a shipping carrier delivers your order to an incorrect address due to an error made by the carrier, we may provide a replacement or refund after the error has been verified.
If the customer supplied an incorrect, incomplete, or inaccurate delivery address when placing the order, Nutrivena is not responsible for the resulting delivery issue once the parcel has been marked as delivered. Such orders are not eligible for a refund or replacement.
6. Product Quality Concerns
If you have concerns about the quality of your Nutrivena product, please contact our customer support team and provide details explaining the issue.
We may request additional information or supporting photographs where necessary.
Once reviewed, our team will determine the most appropriate resolution. Depending on the circumstances, this may include a replacement or refund.
7. Subscription Purchases
Customers who purchase through a subscription are responsible for managing, modifying, or cancelling their subscription when required.
Subscription renewals processed after the applicable 30-day guarantee period are not eligible for refunds. Forgetting or failing to cancel a subscription before its next scheduled renewal does not provide grounds for a refund.
How Nutrivena Subscriptions Work
Certain Nutrivena products may be purchased on a recurring subscription basis.
Unless cancelled, subscriptions automatically renew according to the delivery and billing frequency selected when the subscription was created. Your nominated payment method will automatically be charged every 30 days, or according to the alternative subscription frequency you selected.
By placing your initial subscription order, you acknowledge and agree to the recurring nature of the subscription and the applicable automatic renewal terms.
Cancelling Your Subscription
You may cancel your Nutrivena subscription at any time.
To prevent your next recurring payment from being processed, your subscription must be cancelled before the next scheduled billing date.
Subscriptions can be cancelled:
- Through the customer subscription portal available on our official website; or
- By contacting our customer support team at info@trynutrivena.com.
Cancellation of a subscription prevents future subscription renewals. It does not automatically cancel or refund an order that has already been billed or entered processing.
Subscription Billing Information
Customers are responsible for ensuring that their billing and payment information remains accurate and up to date.
This includes information such as:
- Billing address
- Payment card number
- Card expiration date
- Other applicable payment details
You should update your information promptly if your payment details change, your payment method expires, or your payment method is cancelled or becomes invalid.
Billing details can be managed through the customer portal or by contacting our customer support team.
8. How to Request a Refund
To request a refund or replacement, please contact Nutrivena's customer support team and provide your order details along with a clear explanation of the issue.
Our team aims to respond to requests within 1–2 business days and will advise you of any additional information required and the next steps in the review process.
9. Refund Processing & Timeline
Once a refund has been approved, it will be issued back to the original payment method used to place the order.
Refund processing generally takes approximately 5–10 business days.
The exact time it takes for the funds to appear in your account may vary depending on your bank, credit card provider, or payment processor.
A confirmation will be sent once the refund has been processed by Nutrivena.
10. Misuse of the Refund Policy
Nutrivena reserves the right to take reasonable measures to prevent fraudulent claims or misuse of this policy.
This may include:
- Reviewing customers who submit repeated or excessive refund requests
- Declining claims containing misleading, false, or fraudulent information
- Restricting future refund eligibility where a customer has demonstrated repeated abuse of the policy
These measures help us maintain a fair refund process for all Nutrivena customers.
11. Acceptance of This Policy
By placing and completing an order through Nutrivena's official website, you acknowledge that you have read, understood, and agreed to the terms and conditions contained within this Refund Policy, including its eligibility requirements, limitations, subscription terms, and exclusions.
No separate signature is required for this policy to apply.
Nutrivena may revise or update this Refund Policy from time to time. The version of the policy that was in effect at the time your purchase was made will apply to that order.