Thank you for shopping with Nutrition & Internet Supplements Limited, trading as NI Supplements (nisupplements.com). This policy explains how returns, exchanges and refunds work under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1) Your 14-day right to cancel (change of mind)

• Email hello@nisupplements.com with your order number to start a cancellation.
• We will confirm and provide return instructions/label options.

Health & hygiene exception (CCR Reg 28): For ingestible products (e.g., protein powders, capsules), once the seal is broken we cannot accept a change-of-mind return.

2) Faulty, damaged, or incorrect items

Please contact us as soon as possible at hello@nisupplements.com. To resolve quickly, we may request clear photos of:

• Front and back of the item;
• Batch/lot and best-before (or the area where missing);
• Outer shipping label/carton.

If a fault is confirmed, we’ll provide a prepaid return. Replacements are only dispatched after we physically receive and inspect the returned goods. Where a fault is verified, you may choose a replacement or refund.

3) Exchanges — customer change of mind (e.g., wrong flavour chosen)

If you change your mind about the flavour or product variant you ordered, and the item is unopened and in its original packaging:

• We will supply a Royal Mail QR return code at your expense (cost shown at the time of issue and either paid upfront or deducted from the outcome).
• You must also pay for the replacement item (correct flavour/variant) and its outbound shipping. We will send a secure payment link/invoice for these charges.
• No advance replacements: We will dispatch the paid replacement only after we have physically received and inspected your return.
• If you prefer a refund instead of a replacement, we will refund the product price after receipt and inspection and deduct the return label cost. Original shipping is non-refundable for change-of-mind returns.

Important: Exchanges are not available for opened/unsealed ingestible products.

4) Non-returnable items

• Opened/unsealed food supplements (unless faulty);
• Gift cards and clearly marked final-sale items;
• Items sent back without prior authorisation.

5) How returns work

• We provide a Royal Mail QR code or printable label.
• Drop off at any eligible Royal Mail location.
• Collections may be offered where available, but run in standard courier time windows (typically 2–4 hours). One-hour slots cannot be guaranteed.

Costs: For change-of-mind returns/exchanges, the return label and replacement outbound shipping are the customer’s responsibility. For faulty/incorrect items, we cover reasonable return costs.

Authorisation required: Unauthorised returns may be refused.

Return address:

6) Refunds & replacements

• Replacements (for faulty or exchange cases) are dispatched after we receive and inspect your return and after any replacement invoice is paid.
• Refunds are issued within 2 working days of inspection to the original payment method. Banks/card issuers may take 3–10 working days to post funds.

7) Inspection & fraud prevention

To prevent abuse (e.g., empty boxes), we do not ship replacements before receiving returns. We may request reasonable photos/evidence to validate claims. If returns do not match the goods supplied, or we receive empty parcels/letters, claims may be declined and reported to payment processors or authorities. Disposal of goods before authorisation/inspection typically voids entitlement to a remedy under UK law.

8) International returns

Ensure compliance with local import rules. Mark parcels clearly as “Customer Return – No Commercial Value” to avoid duties; contact us for help with documentation.

9) Contact

hello@nisupplements.com  |  02890 130086
Mon–Fri 9am–5pm, Sat 9am–3pm (UK time)