Refund & Returns Policy

At Nutrition Diets Clinic, we are committed to providing high-quality health testing services, nutrition consultations and personalised health plans. We offer refunds on certain services and products only in specific circumstances, as outlined below.

Cooling-Off Rights

Under UK consumer law, you have the right to cancel your order within 14 calendar days of purchase. This is known as the “cooling-off period.”. However, the practical availability of this right depends on what you have ordered:

Functional health tests are typically placed with the lab on the day the order is received and dispatched within one to two working days. Cancellation in full is only possible while the order has not yet been dispatched — please contact the clinic immediately if you need to cancel. Once a test kit has been dispatched, it cannot be returned for hygiene and safety reasons (in line with UK Consumer Contracts Regulations 2013, which exempt sealed medical or hygiene-related products from the standard 14-day return right once unsealed or dispatched).
Nutrition consultations can be cancelled in full within 14 calendar days of purchase, provided the consultation has not yet taken place. Once a consultation has been delivered, the service is considered fulfilled and is not refundable.
Refunds outside the standard policy are considered case by case — if your circumstances change, please contact the clinic.

Refunds may be granted if:

You cancel your test order before the kit has been dispatched within “cooling-off period”.
You received a damaged, defective, or incorrectly supplied test kit.
Your order was lost in transit, as confirmed by the courier.
A purchased service was not delivered as described.
You contacted us within the applicable timeframe and provided the required evidence.

Refunds will not be granted for:

Functional health tests once the test kit has been dispatched (for medical and hygiene reasons), unless the kit arrives faulty, damaged, or is not the test that was ordered
Nutrition consultations once the service has been delivered.
Nutrition consultations after 14 days from the date of payment. You will be able to schedule and use your session at any time convenient to you.
Services or report access once they have been initiated (in line with UK/EU Consumer Digital Content regulations).
Customer errors, such as ordering the wrong test without prior clarification.
Situations where a client fails to follow pre-test or post-test instructions that affect test results.

How to Request a Refund

To request a refund, please email our support team at info@nutritiondiets.co.uk with:

Your order number
Date of purchase
Reason for refund
Any supporting evidence (e.g. photographs of damage or incorrect items)

We aim to respond to all refund inquiries within 3 working days. If your request is made under the 14-day cooling-off period, we will process the refund promptly in accordance with UK consumer law. If applicable, we will provide detailed return instructions.

Returns & Shipping Process

If a return is required:

You are responsible for return shipping costs unless the item is faulty or incorrectly supplied by us.
We recommend using a tracked service. We are not responsible for items lost during return transit unless pre-arranged and agreed in writing.
Returned items will be inspected before a refund is authorised.

Refund Processing

Once we confirm your eligibility:

Refunds will be issued via your original payment method within 14 business days of receiving the return or confirming eligibility.
Please note that your payment provider may take additional time to process and display the refund.

Customer Responsibility

Please review your order carefully before completing your purchase. If you have any questions about our tests or services, we recommend contacting us for clarification prior to ordering.

Supplements Ordered Through The Natural Dispensary

We do not sell or dispatch supplements directly. Any supplements purchased via our recommendation or through links to The Natural Dispensary are subject to The Natural Dispensary’s own returns and refund policy.

If you wish to return a supplement, please contact The Natural Dispensary directly to arrange the return in accordance with their policy.