1. Refund and Exchange Policy

1.1 We guarantee your satisfaction with our Products. If there is a manufacturing fault, we offer a 7-day refund or exchange policy to ensure your satisfaction at all times with our Products.

1.1.1 All items must be returned unused and in the original packaging, as you received them.

1.1.2 Please ensure that when you receive an item, you take reasonable care of it while inspecting or trying it. For example, ensure that any security seals or tags remain intact.

1.2 Without prejudice to condition 8.1 of the Terms and Conditions, you may cancel a contract within 7 days of delivery, provided the Products have not been used and have not been exposed to excessive heat. In this case, you will receive a full refund of the price paid for the Products, in accordance with our refund policy. This provision does not affect your statutory rights.

1.3 If you return a Product to us (for example, because you have canceled the Contract between us, or have notified us under paragraph 18 that you do not agree to any changes in these terms and conditions or policies, or because you claim the Product is defective), we will notify you of your refund via letter or e-mail within a reasonable period. We will usually refund any money received from you using the same method you originally used to pay for your purchase. The refund will be processed as soon as possible, and in any case, within 30 days from the day we received your cancellation or the day we confirmed to you, via letter or e-mail, that you were entitled to a refund for the delivery of the defective Product back to Re Nutrimass representatives.

1.3.1 All returned products will be checked by our Returns Department. If you are entitled to a refund, we will refund the price of your item. Refunds will not be issued if the returned product is used or damaged.

1.4 If the product is faulty or the packaging is damaged beyond repair, we will either refund or replace it as soon as possible.

1.5 If the delivery note indicates that an item should be in your parcel but it is missing, or if you received an incorrect item, please use our contact form to inform us about the missing or incorrect item(s). You must notify us within 72 hours of receiving the parcel. We will not be able to investigate or assist with claims made outside of this 72-hour window.

2. Cost of Returning Items
Please note that we can only refund the shipping costs for returning an item in the following cases:

2.1 We sent you the wrong item, or the item is damaged or faulty, or if you are returning a substitute or replacement item that you do not wish to keep.

2.2 We will not refund shipping charges for items that are found to be in good working order. The cost of shipping the item back to you will depend on the item and will be communicated to you after the testing process is completed.