Refund policy

Last updated: 13 July 2026

⚠️ Important: We do not accept returns or refunds for change of mind, personal preference, or results not meeting expectations. Please read this policy carefully before ordering.

1. Why We Do Not Offer Change-of-Mind Returns

Our products are ingestible health supplements / dietary supplements. For the following reasons, we cannot accept returns for personal reasons:

• Food hygiene and safety — once a product leaves our warehouse, we cannot verify its storage temperature, environment, or integrity, and it cannot be resold;
• Product integrity — to protect the health of all our customers, we never resell any product that has left our control;
• Individual variation — results depend on personal constitution, lifestyle, and manner of use. Results not meeting expectations does not constitute a product defect.

This does not affect your statutory rights under Hong Kong law (including the Sale of Goods Ordinance) in respect of goods that are defective or not as described.

2. When We Do Accept Returns

We accept returns, exchanges, or refunds only in the following circumstances:

3. How to Submit a Claim

Step 1 — Notify us within 7 days Email [service@nutriherbmy.co] within 7 calendar days of delivery, with the subject line "Return Request + [Order Number]".

Step 2 — Provide evidence Your claim must include:

1. Your order number;
2. A photo of the unopened outer parcel, including the shipping label;
3. Clear photos of the affected product, showing the damage, error, or shortage;
4. A brief description of the issue.

Strongly recommended: Film an unboxing video when opening your parcel. This is the strongest evidence for damage and shortage claims and will significantly speed up processing.

Step 3 — Await review We will respond by email within [3–5] business days of receiving your complete claim.

Step 4 — Return the product (if applicable) If approved, we will provide return instructions. Do not send any product back before receiving our written confirmation — unauthorised returns will not be accepted and will not be refunded.

4. Late Claims

Claims submitted more than 7 calendar days after delivery will not be accepted.

5. Refunds

5.1 Approved refunds will be issued to your original payment method within [5–10] business days.

5.2 The time for funds to appear in your account depends on your card issuer or payment provider, and may take a further 5–14 business days.

5.3 Refunds cover the product price. Original shipping fees:

• Where the issue is our fault (damage, wrong item, shortage, expiry) → original shipping is also refunded, and we cover the return shipping cost;
• In all other cases → no refund applies.

5.4 We may, at our discretion and subject to stock availability, offer a replacement instead of a refund, in consultation with you.

6. Claims We Cannot Accept

We do not accept returns or refunds where:

• you have changed your mind, or dislike the taste, smell, or texture;
• the product did not produce the results you expected;
• you experienced discomfort attributable to your individual constitution (please consult a doctor before use — see Terms & Conditions, Clause 4);
• the product has been opened or used (unless the product itself is defective);
• you ordered the wrong item, variant, or quantity;
• the 7-day claim window has passed;
• you are unable to provide the required photos or evidence;
• delivery failed or the parcel was lost due to an incorrect address supplied by you;
• the parcel was returned or destroyed because you refused to pay customs charges;
• the item was a promotional gift or free sample.

7. Order Cancellation

7.1 You may request cancellation by email before your order is dispatched, and we will issue a full refund.

7.2 Orders cannot be cancelled once dispatched.

8. Contact Us

NUTRICARE LIMITED Email: [service@nutriherbmy.co] Phone: [+852 5377 8834] Address: Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong Hours: Monday–Friday, 10:00–18:00 (Hong Kong Time)