Refund Policy for Grocery Products

Last updated: 28/01/25

At nuchi, we are committed to ensuring customer satisfaction and maintaining high-quality standards for all our grocery products. This Refund Policy outlines your rights and our procedures regarding refunds and returns, in compliance with UK consumer protection laws, including the Consumer Rights Act 2015.

1. Your Rights Under UK Law

Under the Consumer Rights Act 2015, you are entitled to a refund, replacement, or repair if the product:

  • Is faulty or damaged.

  • Is not of satisfactory quality.

  • Does not match its description.

  • Is unfit for its intended purpose.

This applies to all grocery products purchased from us, whether in-store or online.

2. Conditions for Refunds

We will offer a refund or replacement if:

  • The product is defective or spoiled upon delivery or purchase.

  • You receive an incorrect item.

  • The product is within its use-by or best-before date but is not of satisfactory quality.

3. Non-Refundable Products

For hygiene and safety reasons, we are unable to accept returns or provide refunds for:

  • Perishable items that have passed their use-by or best-before date due to delayed reporting.

  • Products that have been opened or tampered with, unless a defect or quality issue is present.

  • Items improperly stored after purchase or delivery, such as refrigerated goods not kept cold.

4. How to Request a Refund

If you wish to request a refund, please follow these steps:

  1. Contact Us: Reach out to us within 7 days of purchase or delivery to report the issue.

    • Email: hello@nuchinutrition.co.uk

    • Address: nuchi, 14 Upper Bourne Lane, Farnham, Surrey, GU104RQ

  2. Provide Proof of Purchase: Include your receipt, order confirmation, or proof of purchase. If reporting an issue with a delivery, provide the order number.

  3. Submit Evidence: If the product is damaged, defective, or spoiled, we may request photographs or the return of the product for inspection.

5. Refund Processing

  • Approved refunds will be issued within 14 days of confirming eligibility.

  • Refunds will be processed to your original payment method unless otherwise agreed.

  • Delivery charges may be refunded if the entire order is faulty or incorrect.

6. Replacement Products

If you prefer, we may replace the defective or incorrect product instead of issuing a refund. Replacement requests are subject to product availability.

7. Online Purchases

For grocery products purchased online:

  • You are entitled to a full refund if the product is faulty or unfit for purpose.

  • Non-faulty perishable items are exempt from change-of-mind returns due to their nature.

8. Contact Us

If you have any questions or concerns about this policy, please contact us:

  • Email: hello@nuchinutrition.co.uk

  • Address: nuchi, 14 Upper Bourne Lane, Farnham, Surrey, GU104RQ