REFUND POLICY

Online Returns FAQ Centre

Supplement & Nutrition Returns Policy

Last Updated: June 2026

Here at Complete Nutrition, your health and satisfaction are our top priorities. We want you to feel confident in your purchase. Because we deal with nutritional products, our returns process is designed to balance your convenience with strict health and safety regulations.

Below, we outline the steps for various scenarios, from simple "change of mind" returns to receiving a damaged package. For our detailed legal terms, please review our full policy here.

A Note on Product Integrity

As a supplement company, we are legally and ethically required to ensure all products we sell are safe and unadulterated. We cannot accept returns on any items that have been opened, unsealed, or used unless they arrived faulty or damaged. This policy is in place to protect the health of all our customers and comply with Government regulations regarding consumable goods.

General Policy Points

  • Free Promotional Items: If your order included free gifts or samples, these must also be returned with the main product to qualify for a refund.

  • Discounts & Loyalty Points: Refunds will be adjusted to account for any discounts, vouchers, or loyalty points used at checkout. If you used points, they will be credited back to your account rather than cash.

  • Gift Cards & Vouchers: We do not offer refunds on the purchase of gift cards or vouchers. However, these never expire and can be used across our entire product range.

  • Inspection: All returned items are inspected for condition, authenticity, and tampering. We cross-reference batch numbers to ensure the product returned matches the one we dispatched.

If you have any questions not covered here, please Contact Us.

1. Change of Mind / Unwanted Items

You have 14 days from the date of delivery to change your mind.

  • Condition: Products must be returned in their original, factory-sealed packaging. They must be unopened, unused, and in the same condition they were received.

  • Eligibility: Due to health and hygiene, we cannot accept returns on opened supplements, proteins, vitamins, or any consumable products for "change of mind" reasons.

  • Refund Timeline: We process refunds and store credits within 14 days of receiving your parcel. If the order is incomplete or damaged upon return, we will contact you.

  • Return Postage: We do not cover return postage for change of mind purchases. You are responsible for the cost of shipping the item back to us.

Steps:

  1. Check Eligibility: Ensure your item is not on our Exclusions List (e.g., opened consumables).

  2. Notify Us: Log in to your account and submit a return request with your order number. Alternatively, email us at [Email Address] with your order details and reason for return.

  3. Package Securely: Repackage the unopened items securely. Ensure the seal is intact.

  4. Ship: Send the parcel to the address provided in your return request confirmation.

  5. Processing: Once received, we will process your refund within 14 days.

2. Received with Damages (Leaks, Broken Seals, or Impact)

If your parcel arrives visibly damaged or leaking, please refuse the delivery if possible.

If you cannot refuse it, or the damage is only visible upon opening (e.g., the seal popped during transit), act immediately.

  • Reporting: Notify us within 48 hours of receipt. Delays in reporting may affect our ability to claim against the courier.

  • Evidence: We require clear photographs of the outer shipping box and the damaged product (especially the seal and label).

  • Resolution: We will offer a replacement or a full refund. In some cases, we may ask you to dispose of the item safely (due to contamination risk) rather than shipping back a leaking powder/liquid. Do not dispose of anything without our written consent.

  • Return Postage: If we request the item back, we will cover the cost of return postage*.

Steps:

  1. Document: Take clear photos of the damage and packaging.

  2. Notify: Log in to your account or email us with your order number and photos.

  3. Wait for Instructions: We will assess the photos. We may ask you to return the item or, if it's a health hazard (e.g., broken glass/spilled powder), we may authorize you to dispose of it.

  4. Resolution: If returning, send the item back. If disposing, we will dispatch a replacement immediately. Refunds are processed within 14 days.

3. Faulty Goods (Product Defect / Quality Issues)

You have 30 days from delivery to report a quality issue (e.g., product has a bad odor, unusual color, or a defective seal).

  • 30-Day Window: We assist with faults within the first 30 days. After this period, you must follow the manufacturer's warranty process (usually listed on the product bottle).

  • What is NOT covered: We do not cover faults caused by:

    • Incorrect usage or storage (e.g., leaving powders in humid environments).

    • Allergies or sensitivities (we provide full ingredient lists on our site; please consult a doctor before use if you have known allergies).

    • Normal wear and tear (for shaker bottles or accessories).

    • Damage caused by third parties or misuse.

  • Resolution: We will offer a repair (if applicable), replacement, or refund.

  • Return Postage: We cover return postage* for validated faults within the 30-day window.

Steps:

  1. Check: Confirm the issue is not due to storage or misuse.

  2. Contact: Email or message us with your order number and a description of the fault.

  3. Return: If requested, send the product back (we need to inspect the batch for quality control). If you have consumed a significant portion of the product before reporting the fault, this may affect the refund amount.

  4. Resolution: We aim to resolve faults within 1-2 working days, though refunds may take up to 14 days to appear on your statement.

4. Error with Order (Wrong Item, Missing Items)

If we sent you the wrong supplement or forgot an item, we want to fix it immediately.

  • Condition: We can only fix this if the mistake is ours. The product must remain unopened if it is the wrong flavour or size.

  • If you use the wrong item: If we send you the wrong product and you open and use it before contacting us, we cannot accept a return or offer a replacement (as we cannot resell an opened consumable).

  • Resolution: We will send the correct item immediately or issue a full refund upon receipt of the wrong item (provided it is unopened).

Steps:

  1. Notify: Log in to your account or email us immediately with your order number and details of the error.

  2. Do Not Open: Keep the incorrect item sealed.

  3. Return: We will arrange for the collection or return of the incorrect item at our cost.

5. Exclusions and Exceptions

Non-Returnable Items (Exclusions):
Due to health, safety, and hygiene regulations, we cannot accept returns for the following if they have been opened or unsealed:

  • All Nutritional Powders, Proteins, and Vitamins (once the inner seal is broken).

  • Ready-to-Drink (RTD) Shakes and CBD Products.

  • Consumable Parts: Shaker bottle lids, scoops (lost scoops are not considered a fault, as the weight is correct).

  • Personalized Labels: We do not accept returns on custom-labeled products.

  • Gift Cards & Vouchers.

  • Batteries and Electronics: We do not accept returns on opened batteries or electronic mixers once the charger has been plugged in.

Important Caveat: We do not accept returns simply because you do not like the taste. We strongly recommend purchasing smaller "taster" sizes if you are unsure of a flavour.

Exceptions:
We evaluate every request individually. However, making an exception for one customer does not mean we waive the rules for everyone else.

6. Return Postage Policy

  • Change of Mind: You pay for return shipping.

  • Damaged/Faulty/Wrong Item (*Covered by us):

    • We will only cover the postage if you use the courier and service we recommend during the return process.

    • If you choose to use a faster or different courier, you will be responsible for those additional costs.

    • You must initially pay for the shipping and provide a receipt. We will refund this shipping cost in addition to your product refund once the return is successfully processed.

Important: Any return that does not comply with this policy (e.g., opened products, lack of prior approval) will be denied. We reserve the right to send non-compliant items back to you at your expense.

This policy does not affect your statutory rights under consumer law, specifically regarding the fitness for purpose and quality of goods.