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Returns & Shipping

RETURNS

We stand behind our products and expect you to be 100% completely satisfied with their quality.  Depending on the reason for the return and the condition of the product, there may be several options available to you.

Our return policy only applies to products purchased directly from our website. Your item must be in its original unused or unopened condition to be returned unless there is a manufacturer defect. *You must return the item within 7 days of your purchase. We do not accept return of opened product for any reason.

  • If you would like to return an unopened product for any reason within 7 days, we can issue a refund to your original method of payment. The refund issued does not include any shipping fees charged for delivery.
  • If a product you receive is damaged during shipment, arrives after its expiration date, or is not what you ordered, we can send a replacement right away and provide a prepaid return label for our South African customers.
  • If the item you’d like to return was ordered more than 7 days ago, we cannot accept the return or issue a refund for any reason. Proper temperature storage and dating of our products is critical.
  • All retail purchases made at retail stores must be returned to the retailer with whom you made the purchase and you must follow their return policy.

To begin processing any type of return, please contact our Customer Service team and provide your name, the order number, and the reason for returning the product. A Return Authorization # will be provided along with instructions for your return.  Please be certain to write both your RA # and reason for return on your original warehouse invoice and include that with your return.  Packages missing this information may delay or hamper the associated refund or account credit.

When returning an item, we highly recommend using a shipping method that provides step-by-step tracking information to help ensure its safe arrival. We apologize, but we are not responsible for the amount of time it takes for an item to be returned to our facility, or if the item is lost or damaged during the return process.

Once we have received the product and the return has been processed and approved, we can issue your credit code or refund/credit to your account. Please note that we are unable to accept returns that are dropped off by a customer at any of our warehouse or other locations.

When you are due a refund, most often it is processed within 2-5 business days and issued to the payment account used for the original purchase. If you originally paid for your order using a credit card, debit card, it may take up to five additional business days before the refund is reflected on your account statement.

MISSING AN ITEM?

Are you missing an item from your order? Please review your packing slip or invoice as your order may have shipped in separate packages or from different distribution centers. Also check for emails from Nutrition Journey customer service for alerts regarding your order. If your packing slip indicates the missing item should have been included and you have not received any order alerts, please contact us at info@nutritionjourney.co.za .

Also, please be sure to contact us within seven (7) days of receiving your order. Claims for missing items after seven days cannot be researched and will be considered invalid.

SHIPPING

All orders are usually shipped within 3-5 business days. This may vary depending on the size of the order and availability of products ordered. Please note that surcharges may apply to very remote areas.

BACK ORDERS

If an item goes on backorder we will ship you part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment. We put our heart and soul and our reputation into the quality of our products. We would love to hear your feedback and any ideas, comments, or recommendations, so please email our Customer Care Team directly at info@nutritionjourney.co.za