Refund policy

# REFUND AND RETURN POLICY

**Last updated: June 18, 2026**

Thank you for shopping at Primenutra.co.uk (managed by Maple Wellness). We appreciate your business and are committed to providing you with premium dietary supplements and Over-the-Counter (OTC) medicines. 

Because our products are health and wellness commodities, we must enforce strict safety and hygiene standards. Please read our Return and Refund Policy carefully to understand your rights and options.

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## 1. 14-DAY RIGHT TO CANCEL (UK & EU CONSUMER RIGHTS)

In accordance with the UK Consumer Contracts Regulations, customers residing in the United Kingdom and the European Union have the right to cancel their order within **14 days** of receiving their items.

However, please note that **exceptions apply to health, hygiene, and pharmaceutical products** as detailed in Section 2 below.

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## 2. RETURN ELIGIBILITY & EXCEPTIONS

To protect the health and safety of our customers, we cannot accept returns on products that have been unsealed, opened, or tampered with after delivery.

### Eligible Items for Return:
To qualify for a return and full refund, your item must meet all of the following conditions:
* The return request must be initiated within **14 days** of delivery.
* The item must be **unopened, unused, and in the same condition** that you received it.
* The manufacturer's **protective seal, outer packaging, and wrapping must be completely intact and unbroken**.
* The item must be in its original packaging.

### Non-Returnable Items:
* Any product where the safety seal, bottle cap plastic wrap, or box closure has been broken or altered.
* Over-the-Counter (OTC) medicines that require specific temperature-controlled storage (if applicable, due to safety integrity).
* Items purchased on clearance or marked as "Final Sale".

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## 3. HOW TO INITIATE A RETURN

If your item meets the eligibility criteria above and you wish to return it, please follow these steps:

1. **Contact Us:** Email our 24/7 Customer Support team at **info@primenutra.co.uk** with your Order Number, the name of the item(s) you wish to return, and the reason for the return.
2. **Review & Approval:** Our team will review your request within 24–48 hours. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address.
3. **Pack & Ship:** Securely pack the item in its original package. Write your RMA number clearly on the outside of the package.

**Please Note:** * Do not send your purchase back to the manufacturer. 
* Returns sent without prior authorization or an RMA number will not be accepted or processed.

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## 4. RETURN SHIPPING COSTS

* **Customer Responsibility:** Except in cases where the item arrived damaged, defective, or incorrect, **you (the buyer) will be responsible for paying your own shipping costs** for returning your item. Original shipping costs are non-refundable.
* **Trackable Shipping:** Since international transit involves multiple borders, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

**Authorized Return Address:**
Primenutra.co.uk (Returns Dept)  
179 City Road, London, England, EC1V 2NX  
United Kingdom  

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## 5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We strictly vet our global logistics and product authenticity, but if an error occurs, we will resolve it promptly.

* If your package arrives damaged in transit, defective, or if you received the wrong item, please contact us within **48 hours of delivery** at **info@primenutra.co.uk**.
* Please include your Order Number and clear photographic evidence of the damaged outer packaging, the product bottle/box, and the batch code.
* Once verified, we will arrange a replacement or a full refund (including return shipping costs) at no additional charge to you.

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## 6. REFUNDS PROCESS

* **Inspection:** Once your return is received and inspected by our warehouse team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the seal.
* **Approval & Timeline:** If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment (Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, or Union Pay).
* **Processing Time:** Please note that it typically takes **5 to 10 business days** for the refund to reflect on your bank or credit card statement, depending on your financial institution's processing times.

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## 7. LATE OR MISSING REFUNDS

If you haven’t received a refund yet, please follow these steps:
1. Check your bank account or credit card statement again.
2. Contact your credit card company or bank; it may take some time before your refund is officially posted due to internal processing delays.
3. If you have done all of this and you still have not received your refund, please contact us at **info@primenutra.co.uk**.

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## 8. CONTACT INFORMATION

For any inquiries regarding cancellations, returns, or refunds, please reach out to our dedicated support team:

* **Website:** https://primenutra.co.uk
* **Email:** info@primenutra.co.uk
* **Corporate Address:** 179 City Road, London, England, EC1V 2NX, United Kingdom