Returns & Refund Policy

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At Supplement City, we strive to ensure that our customers are satisfied with their purchases. If for any reason you are not happy with your order, we are here to help. This Returns & Refund Policy outlines the terms under which we accept returns and issue refunds.

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1. Eligibility for Returns

You may return any item purchased from Supplement City within 14 days of the delivery date, provided that the following conditions are met:

• The product must be unused, unopened, and in its original packaging.

• The product must be in the same condition as when you received it.

• Products that have been opened, used, or tampered with in any way are not eligible for return due to health and safety reasons.

Please note that gift cards and promotional items are non-refundable.

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2. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact us at supplement.city.ltd@hotmail.com with your order number and details of the product(s) you wish to return.

2. Our customer support team will review your request and, if eligible, will provide you with a return authorization and instructions on how to return the product(s).

3. Pack the item(s) securely and ship them to the return address provided. Please include a copy of your order confirmation or packing slip in the package.

Note: Customers are responsible for return shipping costs unless the product was received damaged or defective.

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3. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact us immediately at supplement.city.ltd@hotmail.com  with the following information:

• Your order number.

• A description of the issue.

• Photos of the damaged or defective product.

We will review your claim and, if verified, we will either offer a replacement or issue a refund at no additional cost to you. You may be asked to return the damaged product, and in such cases, we will cover the return shipping costs.

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4. Refund Process

Once we receive your returned product, we will inspect it to ensure it meets the return eligibility criteria. If your return is approved, we will initiate a refund to your original payment method.

• Refunds will be processed within 7-10 business days of receiving the returned item.

• You will be notified via email once your refund has been issued.

• Please note that it may take additional time for the refund to appear in your bank or credit card statement, depending on your payment provider's processing times.
   

5. Non-Returnable Items

The following items are not eligible for return or refund:

• Products that have been opened or used.

• Products not in their original packaging.

• Products returned after the 14-day return window has passed.

• Gift cards and promotional items.
   

6. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange a product, you will need to return the original item (if eligible) and place a new order for the desired product.

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7. Cancellations

If you wish to cancel your order, please contact us at supplement.city.ltd@hotmail.com as soon as possible. We can only cancel orders if they have not yet been processed or shipped. Once an order has been shipped, it cannot be cancelled, but you may return the item(s) in accordance with this policy.

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8. Contact Us

If you have any questions or concerns about this Returns & Refund Policy, or need assistance with a return, please contact us at:

Supplement City
supplement.city.ltd@hotmail.com
07745 985532
64 Bath Street, Ilkeston, DE7 8FB

Last Updated: 03/10/2024