Refund policy

All orders are processed quickly and dispatched from our warehouse on the same day. However, cancellation is subject to the discretion and confirmation of our customer service team.

Returns

To initiate a return, customers must obtain permission from our support team before sending the product. Please follow the link above to check the status of your return request, which must be made within 14 days of receiving the order.

Refund of Purchase Amount

When we receive your return, we will refund the full amount to the payment method originally used for the purchase. We recommend returning the item in its original and undamaged condition. The refund amount will be transferred to your bank account or other used payment method within two working days.

Are there any return costs?

Yes, the customer is responsible for the return shipping costs, which can vary from $15 to $25, depending on the location. We recommend our customers to use Track & Trace for shipping and cannot be held responsible for lost return items. Please note that the following companies ship to China: Austrian Post, Hermes BorderGuru, Deutsche Post, and USPS.

Order Cancellations

We cannot cancel orders that are already being processed.

Why can't hygienic products be returned?

To ensure customer safety and hygiene, certain items, such as underwear, bikinis, makeup, hair styling products, and beauty products, cannot be returned and refunded.

To be eligible for a return, the item must be unused and in its original packaging. Please contact us before returning the item to get the correct return address depending on the origin of your order.

REASONS FOR RETURN OR EXCHANGE

Damaged/Defective Item: Notify us of the problem by sending an email to info@nutriviapro.com with your order number and a picture of the damaged product. We will send you a new item free of charge after verification.

Wrong Item Received: If it's a mistake, please send a photo of the wrong item to info@nutriviapro.com, and our team will investigate.

We need photo or video evidence to process a refund.

WE DO NOT ACCEPT RETURNS OR EXCHANGES IF:

• You want a refund/return because you changed your mind. As we make items to order, returns cannot be accepted in such cases.
• The item/items have been used or are damaged, altered, or differ from their original condition, unless it is our error.
• The item/items are no longer in their original packaging.
• The item/items were purchased on sale.

Refund

After we have inspected the returned item, we will inform you of its status. If the refund is approved, it will be transferred to your credit/debit card. With most banks, it may take 3-5 business days to process refunds.

Additional Required Information

In some cases, we may need additional information, such as a tax identification number, to process your order. We will notify you if such information is required. Failure to provide this information may result in the order not being processed, and no refund will be issued.

Shipping

Customers are responsible for shipping costs associated with returns. We recommend using a tracking option to avoid losing return items. Shipping costs are non-refundable.

Cancellations

We have a 12-hour cancellation policy. If the customer does not receive the package, they can pick it up at the post office or request a new shipment, which must be paid for with return postage.

Damaged Items

Please submit photos and videos to document the damage or poor quality of the item, as this will help us improve our products and assist you with your order. Please notify us of the problem within 7 days of receiving the damaged or defective item.

Contact Us

If you have questions about how to return your item to us, please contact us. You can contact us by sending an email to info@nutriviapro.com. Our staff at NutriviaPro is available 24 hours a day, six days a week. We always respond within 24 hours and are happy to assist!

Address: 1st Floor, no. 68 Tongyi Road, Zhuangshi Avenue, Zhenhai District, Ningbo, 315000, Zhejiang, China