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Refund and Return Policy

Last updated date: November 2025

1. Introduction

Thank you for nutricity.cn Shopping (“Nutricity”, “We”).

We are committed to ensuring that every customer is completely satisfied with their purchase.

This refund and return policy provides detailed information on return conditions, eligibility, procedures, and refund timelines.

When you place an order on this website, you agree to the following terms.

2. Return Conditions

2.1 Basic Conditions

To meet the return requirements, the product must:

  • Unused, unopened
  • Keep the original packaging
  • The product status is good, resalable.
  • Submit the application within the specified time period:
    • Domestic orders: Within 7 days after receiving the goods
    • International orders: Within 14 days after receiving the goods
2.2 Non-refundable items

Based on safety and hygiene reasons, the following productsNon-refundable：

  • Opened or used health supplements
  • Food, beverages, and other consumable products
  • Goods damaged due to improper customer handling
  • Sealed damaged goods
  • Gifts, promotional items, clearance items
  • Goods without purchase vouchers

3. Return Process

3.1 Step 1: Submit Application

Please contact us through the following ways:

📧 [email protected]

Please provide:

  • Order number
  • Return Reason
  • Product and packaging photos
3.2 Step 2: Return Authorization

We will:

  • Approve your application
  • Confirm if it meets the return requirements
  • Provide Return Merchandise Authorization Number (RMA Number)
  • Provide return address

Returned goods sent without authorization will not be processed.

3.3 Step 3: Return the product
  • The product must be returned in its original packaging.
  • Return shipping costs are borne by the customer, except for the following cases:
    • Misrouted products
    • Damaged arrival
    • Product quality issues

Suggest to useTrackable logistics methods.

4. Refund Instructions

4.1 Refund Review

We will notify you after we receive and inspect the product.

  • Is the refund approved?
  • Refundable amount
4.2 Refund Methods

Refunds will be credited back to the original payment method, including:

  • Credit cards / debit cards
  • PayPal
  • Wallet balance/Store points
4.3 Refund Time

Usually, the refund time is:

  • 5–10 business days(Bank card payment)
  • 1–3 business days(Wallet/Store Points)

The specific time depends on the bank’s processing speed.

5. Exchange and Replenishment

The following situations are eligible for exchange or re-shipment:

  • Damaged goods
  • The product is defective
  • Received incorrect product

Must be done after receiving the goods 48 hours Provide photos and contact us.

If the product is out of stock, we may offer:

  • Store Points
  • Full refund
  • Equivalent substitute goods

6. Order Cancellation

The order is inBefore shipmentIt can be canceled.

Once the order has been shipped, it cannot be canceled.

If canceled, the refund will be returned to the original payment method.

7. Package loss, delay, or theft

7.1 Delay

If the package is delayed due to logistics issues, we will assist in checking.

7.2 Lost/Stolen

After logistics shows “Delivered”, Nutricity is not responsible for theft or loss.

Customers must submit an appeal to the logistics company.

8. Incorrect Delivery Address

If the customer fills in an incorrect address:

  • The order cannot be refunded.
  • If reshipping is required, the customer needs to pay an additional shipping fee.
  • Nutricity is not responsible for packages shipped to incorrect addresses.

9. Customs and Import Taxes (International Orders)

Duties, import taxes, or other charges may be levied in some countries/regions.

Customers need to bear the following costs themselves:

  • Duties
  • Import tax
  • Customs delay

Due to the customer not paying customs fees, the package will not be refunded.

10. Contact Us

If you have any questions about our return or refund policy, please contact us:

📧 Email: [email protected]

🌐 Website: nutricity.cn