Returns and refunds

Right to cancel

In accordance with the Consumer Code (D.Lgs. 206/2005), you have 14 days from the date you receive your order to exercise your right to cancel, without needing to provide any reason.

How to make a return

1. Email supporto@nutralab.life stating your order number and the products to be returned.
2. You will receive return instructions within 24 working hours. Unless otherwise indicated in the instructions, the address for returns is: Syslogistic s.r.l., Strada dell'Assenzio 17, Serravalle, Republic of San Marino.
3. Pack the products intact, in their original packaging, sealed and unused.
4. Send the parcel using a tracked courier at your own expense.

Refund timeline and methods

In the event of cancellation, we will issue the refund without undue delay and in any case within 14 days of receiving your notification. We may withhold the refund until we have received the products back or you have supplied evidence of having sent back the products, whichever is the earliest.

We will use the same payment method as for the purchase, unless otherwise agreed, at no extra cost. If you cancel the entire order, we will also refund the initial standard delivery costs; any supplementary costs for more expensive delivery methods chosen by the customer are excluded.

Exchanges

We accept exchange requests within 14 days of delivery for new, unused, intact and sealed products in their original packaging. To request an exchange, email supporto@nutralab.life stating your order number and the product to be exchanged: we will provide you with instructions and check for availability.

Damaged or incorrect products

If you receive a product that is damaged or different from the one you ordered, contact supporto@nutralab.life, preferably within 48 hours of delivery, attaching photographs of the product and its packaging.

Reporting it promptly helps us to handle your support request quickly. The 48-hour timeframe does not limit your rights in case of faulty or non-conforming products.

Exceptions

The right to cancel is excluded for sealed products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Opening only the outer shipping packaging does not lead to this exclusion. Your rights regarding faulty, damaged or non-conforming products are not affected.