Returns and Exchanges

RETURNED ORDERS

In the event that an order is returned to Body Nutrition for reasons not attributable to the latter or to the transport service, Body Nutrition will refund the amount paid for the order with the deduction of shipping and return costs.

The customer can choose to be refunded through the original payment method or through a refund coupon that can be applied to a future order. The relevant coupon will remain valid for 12 months starting from the date of creation of the coupon. After this period has passed, new refunds cannot be issued. In the event that the original payment was via bank transfer, the customer must provide their bank account details for the refund to be made.

If the reason for the non-delivery and return of the order is attributable to the responsibility of the transport service, regardless of the payment method chosen, the customer must send us a written complaint which will be subjected to analysis by the transport service. In the event that the delivery problem is due to an incomplete or incorrect delivery address, we require proof of the customer's address which must be attached to the complaint (e.g. gas, water or electricity bill).

The solution that Body Nutrition will present to the customer will depend on the response received from the transport service. For this reason, in the event of complaints about the transport service, we can only present a solution to the customer after the transport service has informed us of its position. If the transport service takes full responsibility for the return of the package and all the products initially ordered are still available, we will suggest that the customer send a new order at no additional cost. Instead of the new order, the customer can also opt for a full refund. If the transport service does not accept responsibility, we will not be able to accept the complaint and therefore we will not be able to ship a replacement order. The refund will be subject to the terms mentioned above on orders returned for reasons not attributable to Body nutrition or the transport service.

ORDER CANCELLATION

The customer can cancel the order from their account, as long as it has not yet been paid and its status is "pending". If these conditions occur, the customer can simply log into his account, click on "My Body Nutrition account" and then on "My orders" in the "Order history" column; the customer can then select the order to cancel: in this way all the relevant information about the order appears in the "Order Details" column. At the bottom of this section of the order details (you may need to scroll down) the customer can click on "Cancel order". Once the order is cancelled, the customer receives a confirmation message.

Cancellation of the order is only possible through the procedure previously described. No cancellation requests made through any other means will be honored.

RETURNS

If the customer wishes to return one or more items, he or she can do so within 14 days of receiving the order, as long as the products are intact, sealed, complete and contained within the original packaging. The packaging cannot be damaged, altered or scratched. It is up to the customer to ensure that the returned items arrive at our warehouse within 28 days from the date on which the order was delivered to him.

To exercise the right of return, the customer must contact our Customer Service. It will be necessary to specify the order number, the descriptions or reference numbers of the products to be returned and how the refund will be made. The refund is possible both through the original payment method and through a refund coupon which will be valid for 12 months from issue. Once 12 months have passed, no new refunds can be made.

The customer must also know that if the returned product was acquired as part of a promotional campaign and if free products were attributed to the order by virtue of the acquisition of the product, it will be necessary to return not only the product in question, but also the free product. Both products must be in the conditions described above.

A pack made up of various products can only be returned in its entirety. If the customer wishes to return a product that belongs to a pack, it will be necessary to return all the products that make up that pack. All products in the pack must be in the conditions described above.

It is up to the customer to send the item(s) to the following address:

Body Nutrition

Regina Road 110B

6982 Serocca D'Agno

Canton of Ticino

-Swiss-

In the case of incomplete or damaged products, without the original packaging or label or which show signs of use, returns are not accepted.

We also do not accept returns of products that expire in less than a month.

If we receive an item that presents any of the situations mentioned above or with the shipping company's label glued directly to the package, the customer loses the right to a refund and has 10 days to collect the item from our warehouse, bearing the collection costs.

YOU CHANGE

The customer must return the item(s), request a refund and then place a new order.
The entire return procedure is described in detail in the RETURNS paragraph.

REFUND METHOD

Body Nutrition does everything possible to refund the customer as quickly as possible. However, the maximum refund period is 15 days starting from the day the product reaches our warehouse.

If the payment was made by credit card, the refund will be made to the account associated with the credit card used for the original payment and will appear in the customer's next bank statement.*

If the payment was made via PayPal, the refund is processed to the respective PayPal account and becomes available immediately.*

If the payment method chosen was cash on delivery or ATM/bank transfer, the customer will be asked for the necessary details of the account to which he wishes to receive the refund.

The customer can also choose to be reimbursed via discount voucher, regardless of the payment method used. This coupon will remain valid for 12 months from the day it was created. After this period it will be impossible to make any type of refund.

REFUND OF SHIPPING COSTS

In case Body Nutrition should be responsible for returning the order, we will refund the related shipping costs (for example in the case of products other than those actually ordered).

However, if an order consisting of several products contains only one defective one, shipping costs will not be refunded.