Returns & Refunds

2. Returning Food Supplements

Diet Pharma Plus sells food supplements and related products. Because these products can involve hygiene, product integrity and consumer-safety considerations, additional conditions may apply when they are returned.

Unless a statutory consumer right applies or a product arrived defective, damaged or incorrect, returned supplements should normally be:

3. 14-Day Right of Withdrawal

Consumers located in the European Union generally have the right to withdraw from an eligible distance-sale contract within 14 days without giving a reason.

The withdrawal period normally begins on the day you, or another person designated by you who is not the delivery carrier, receives the goods.

If an order is delivered through several separate shipments, the relevant period may begin when the final item from that order has been received.

To exercise this right, you must clearly tell us before the withdrawal period expires that you wish to withdraw from the purchase.

You do not have to explain why you are withdrawing, although you are welcome to provide a reason if you wish.

4. How to Request a Return

Please contact us before sending goods back. This allows our team to identify the purchase, determine the appropriate procedure and reduce delays in processing your request.

Please provide, where relevant:

• Your full name
• Order number
• Email address used when placing the order
• Product name
• Quantity being returned
• Whether the product is unopened, sealed, damaged, defective or incorrect
• An optional explanation for the return
• Clear photographs where a delivery, damage, defect or incorrect-product issue is involved

5. Return Address

Where a return is accepted or legally permitted, products should be sent to:

Products should be packaged carefully so they are not damaged while being returned.

We recommend using a trackable postal or parcel service and retaining proof of postage until the return has been completed.

6. Deadline for Sending Goods Back

If you exercise a statutory right of withdrawal, the goods must be returned without undue delay and normally no later than 14 days after the date on which you notified us of your withdrawal.

The deadline is normally met when the parcel is sent before that 14-day return period expires.

7. Condition of Returned Products

Products returned because of a change of mind should normally be in substantially the same condition in which they were delivered.

Where applicable, this includes:

• Unused product
• Unopened packaging
• Intact safety seals
• Original bottle, jar, pouch or box
• Original labels
• Original lids and protective films
• Any accompanying leaflet or insert
• Any accessories supplied with the product
• Clean and appropriate storage condition

Products may be refused where they have been opened, contaminated, altered, improperly stored or otherwise made unsuitable for lawful return after delivery.

Examples include:

• Opened bottles
• Opened jars
• Opened pouches
• Opened sachets
• Broken safety seals
• Removed protective films
• Damaged tamper-evident packaging
• Products exposed to unsuitable storage conditions

8. Products That Cannot Normally Be Returned

Subject to applicable consumer law, we may refuse returns involving:

• Opened food supplements
• Unsealed bottles, jars, sachets, pouches or packs
• Used products
• Products with a removed, damaged or broken safety seal
• Items with materially damaged or missing original packaging
• Goods no longer suitable for return because of hygiene or health-protection considerations
• Products damaged through customer handling
• Products returned outside an applicable return period
• Items not purchased from our official website
• Products for which the purchase cannot be verified
• Unidentifiable returns sent without prior contact
• Products affected by improper storage or misuse after delivery

Nothing in this section overrides mandatory statutory consumer rights.

9. Damaged, Defective, Incomplete or Incorrect Orders

If your parcel arrives damaged, incomplete, defective or contains an incorrect product, please contact us as soon as reasonably possible.

Include where possible:

• Order number
• Your full name
• Email address used for the purchase
• Clear photographs of the product
• Photographs of the parcel
• Photograph of the shipping label
• Description of what is wrong
• Confirmation of whether the outer parcel was visibly damaged when delivered

Depending on the circumstances and applicable law, an appropriate solution may include:

• Replacement
• Full refund
• Partial refund
• Return instructions
• Another appropriate resolution

10. Return Shipping Costs

Where you simply change your mind, ordered an unwanted product or exercise an eligible right of withdrawal, you are generally responsible for the direct cost of returning the goods, where legally permitted.

Where a return results from a confirmed defect, incorrect product, delivery damage or an error attributable to us, we will review the circumstances and provide the appropriate solution required by applicable law.

11. How Refunds Are Processed

Returned goods may be checked after arrival to confirm their identity and condition.

Where the refund is approved, payment will normally be returned using the same payment method used for the original purchase unless another method has been lawfully agreed.

Subject to applicable law, a refund may be reduced or refused where:

• The product was opened
• A safety seal was broken
• The product was used
• The product was damaged after receipt
• Material original packaging is missing
• The product is unsuitable for return because of hygiene or health-protection considerations
• Labels, inserts, parts or included accessories are missing
• Product value was reduced by handling beyond what was reasonably necessary to inspect it
• The returned item is different from the product sold by Diet Pharma Plus
• The return was made outside an applicable legal or agreed return period

Customers are responsible for packaging returns securely enough to protect them during transit.

12. Refund Timeframe

Approved refunds are processed without undue delay.

Where the statutory EU withdrawal right applies, the refund will be handled within the period required by applicable consumer law.

We may be entitled to withhold reimbursement until the goods have been received or until you provide evidence showing that they have been sent back, whichever occurs first.

After we issue the refund, your bank, card company or payment-service provider may require additional time before the amount becomes visible in your account.

13. Exchanges

Exchanges may be available depending on stock availability, the reason for the request and the condition of the returned item.

Please contact us before sending a product for exchange.

Exchanges are considered individually and cannot always be guaranteed. Where an exchange is not possible, an appropriate refund or another solution may be offered where applicable.

14. Cancelling an Order

If you want to cancel an order, contact us as quickly as possible:

info@dietpharmaplus.com

Where the order has not yet been processed, packed, dispatched or transferred to a carrier, we may be able to stop the shipment and issue the appropriate refund.

Once an order has entered fulfilment or has already been dispatched, cancellation may no longer be technically possible.

In that situation, you may need to accept delivery and then use the applicable return or withdrawal process.

15. Refused, Unclaimed or Undeliverable Parcels

If a parcel is returned because it was refused, was not collected or could not be delivered for reasons attributable to the delivery information or recipient, reasonable costs may be deducted from a refund where legally permitted.

Relevant costs may include:

• Original delivery expenses
• Return transportation charges
• Carrier fees
• Reasonable handling expenses
• Other costs caused directly by the failed delivery

Where delivery failed because of an error attributable to Diet Pharma Plus, the matter will instead be reviewed and resolved appropriately.

Please check your name, address, postcode, email and phone details carefully before submitting your order.

16. Incorrect or Incomplete Delivery Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

Delivery problems can arise from:

• Incorrect house number
• Missing apartment or unit number
• Incorrect postcode
• Wrong city
• Wrong country
• Incomplete recipient name
• Recipient not being available
• Refusal of the parcel
• Failure to collect a parcel within the carrier deadline
• Restrictions affecting access to the delivery location

If a parcel is returned because the shipping details were inaccurate or incomplete, additional shipping charges may apply if you request reshipment.

17. Bundles, Coupons, Discounts & Promotions

If an order benefited from a bundle price, coupon, promotional discount, minimum-spend discount or free gift, a partial return may affect the final amount refundable.

For example, if a discount required a minimum quantity or minimum basket value and the returned products cause the retained order to fall below that threshold, the promotion may be recalculated when determining the refund.

Where a free product or promotional gift was supplied as part of the offer, we may request its return as well. Where legally permitted, its value may be deducted if it is not returned.

18. Partial Returns

You may return only part of an eligible order.

In that case, the refund is calculated according to the product or products returned.

Shipping amounts, bundle savings, coupons and other promotional reductions may be recalculated fairly in light of the final value and contents of the order you keep.

Each returned item must still satisfy the applicable conditions described in this policy.

19. Proof of Purchase

To verify a return, complaint, replacement or refund, we may request evidence showing that the product was purchased directly from Diet Pharma Plus.

This may include:

• Order confirmation
• Invoice
• Order number
• Payment confirmation
• Email address associated with the purchase

If we cannot reasonably verify the purchase through our own website, we may be unable to process the return or refund.

20. Products Purchased from Amazon, Temu or Other Sellers

This policy applies only to orders placed directly through the official Diet Pharma Plus website.

If you bought a Diet Pharma Plus product through:

• Amazon
• Temu
• Another marketplace
• An online retailer
• A pharmacy platform
• A distributor
• A reseller
• Another third-party shop

please submit the return or refund request through the seller or platform through which the purchase was made.

We generally cannot directly refund payments collected by an independent marketplace because that platform manages the transaction, return process and reimbursement.

21. Food Supplement Information

Food supplements are not medicines and are not intended to diagnose, treat, cure or prevent disease.

Before using a supplement, always review the product label, ingredients, recommended daily intake, warnings and instructions.

• Do not exceed the stated recommended daily intake.
• Food supplements should not be used as a substitute for a varied and balanced diet and a healthy lifestyle.
• Keep food supplements out of the reach of young children.

If you are pregnant, breastfeeding, taking medication, have a medical condition, have allergies or are unsure whether a product is suitable for you, seek advice from an appropriately qualified healthcare professional.

22. Your Statutory Consumer Rights

This policy is intended to explain our return procedures. It does not remove or reduce any consumer right that cannot lawfully be excluded.

Where goods are defective, damaged, incorrect or otherwise not in conformity with the contract, additional legal remedies may be available under applicable consumer law.

23. Model Withdrawal Form

You may use the following form to notify us of a withdrawal, although using this exact format is not mandatory.

24. Contact Us

For questions about a return, withdrawal, refund, cancellation, replacement, damaged parcel or incorrect delivery, please contact: