Help & Policies

1. Dispatch & Delivery Times

Delivery times are estimates and start from the day your order is dispatched. Orders placed at weekends or on bank holidays are dispatched the next working day. Busy periods and courier delays can occasionally add a day or two.

If we can't deliver within 30 days of your order, we'll let you know and you can cancel for a full refund.

2. Tracking Your Order

When your order leaves us, you'll receive a dispatch email with a tracking link where available. Please allow a few hours for the courier to update it. If your tracking hasn't moved for 5 working days, contact us and we'll chase it.

3. Damaged, Lost or Missing Items

Your order is our responsibility until it's delivered to you. If a parcel arrives damaged, or something is missing, please contact us as soon as possible with your order number and photos.

If the courier confirms a parcel is lost, we'll send a replacement or give you a full refund, whichever you prefer.

4. Delivery Address & Failed Deliveries

Please check your delivery address carefully at checkout. If nobody is in, the courier will usually leave a card, try again, or take the parcel to a local depot or collection point.

If a parcel comes back to us because it couldn't be delivered or wasn't collected, we'll contact you to arrange redelivery (a further delivery charge may apply) or refund the cost of the goods.

5. International Orders

We deliver to all EU countries and to selected international destinations. Delivery charges are shown at checkout.

Customs duties, import VAT and handling fees are not included in our prices. They're set by the destination country and paid by the recipient. Some countries restrict certain supplement ingredients, so please check your local import rules before ordering. Customs checks can add to delivery times.

1. Changed Your Mind?

You can return unopened items within 30 days of delivery for a refund or exchange. Just tell us within 30 days, then send the items back within 14 days of telling us.

• Supplements, food and drinks must be unopened, with all seals intact.
• Clothing and accessories can be tried on as you would in a shop. Please return them unworn, unwashed and with tags attached.

Return postage for change-of-mind returns is paid by you. We recommend a tracked service and keeping your proof of postage.

2. Your Legal Right to Cancel

Under the Consumer Contracts Regulations 2013, you can cancel an online order for any reason within 14 days, starting the day after you receive your goods (or the last item, if your order arrives in parts). You then have a further 14 days to send the goods back. You don't need to give a reason.

If you cancel your whole order within this period, we'll also refund the standard delivery charge you paid. We don't refund the extra cost of Express delivery. We may reduce your refund if goods have been handled more than needed to check them.

Our 30-day returns window is in addition to this legal right.

3. Items We Can't Accept Back

For health and hygiene reasons, we can't accept the return of supplements, food or drinks once their seal has been opened after delivery, unless they're faulty. This is a legal exception to the right to cancel.

We also can't accept opened products back because you didn't like the taste or flavour. If you're unsure which flavour to choose, ask us before you buy.

4. How to Return an Item

1. Email hello@nutriprovita.co.uk or use our contact form (choose "Return or refund"). Include your order number, the items you're returning and, if something is wrong, a photo.

2. We'll reply within 24–48 hours with your return instructions.

3. Send the items to: NutriProVita, 9 The Spot, Osmaston Road, Derby, DE1 2JA. Pack them securely and keep your proof of postage.

5. Faulty, Damaged or Wrong Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they're not:

• Within 30 days of delivery, you can reject them for a full refund.
• Within 6 months, you're entitled to a repair or replacement. If that isn't possible or doesn't fix the problem, you can have a refund.
• After 6 months, you may still be entitled to a remedy, but you may need to show the fault was there when the goods were delivered.

Contact us as soon as you notice a problem, with your order number and photos (including the batch number for supplements). For faulty or wrong items, we'll cover the return postage and refund your original delivery charge.

6. Refunds

We'll email you when we receive your return. Refunds are usually processed within 3–5 working days, and always within 14 days of us receiving the goods back (or you giving us proof of postage, if that's sooner).

Refunds go back to your original payment method. Depending on your bank, it can take up to 10 working days to show in your account.

7. Exchanges

Prefer a different flavour, size or product? We're happy to exchange unopened items, subject to stock. Contact us first and we'll arrange it. Return postage is paid by you, and additional postage may apply to send out your new item.

8. Cancellation Form (Optional)

You can cancel simply by telling us clearly by email, phone or in writing. If you prefer, copy and send us this form:

To: Nutriprovita Limited, 9 The Spot, Osmaston Road, Derby, DE1 2JA (hello@nutriprovita.co.uk)
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [list items]
Ordered on [date] / received on [date]
Name: [your name]
Address: [your address]
Signature: [only if sent on paper]
Date: [date]

1. Who We Are

Nutriprovita Limited (trading as NutriProVita) is the data controller for personal data collected through this website and our shop. We're registered in England and Wales (company no. 12207202).

Address: 9 The Spot, Osmaston Road, Derby, DE1 2JA
Email: hello@nutriprovita.co.uk
Phone: 01332 949564

This policy explains how we use your personal data under the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

2. The Data We Collect

• Contact and delivery details: name, email, phone number, billing and delivery address.
• Order details: what you buy, return or exchange, and your order history.
• Payment details: handled by our payment providers. We never see or store your full card number.
• Account details: if you create an account, your login details and preferences.
• Messages: anything you send us by email, contact form, phone, WhatsApp or social media.
• Website usage: your IP address, device and browser type, and how you use our site, collected through cookies (see section 5).
• Marketing preferences: whether you've signed up to hear from us.

If you choose to tell us about a health condition, pregnancy or medication when asking for product advice, we'll use it only to answer your question, with your consent, and won't keep it longer than needed.

3. How We Use Your Data

We only use your data where the law allows:

• To process and deliver your orders, returns and refunds: to perform our contract with you.
• To answer your questions and provide customer service: to perform our contract, or for our legitimate interest in helping customers.
• To keep tax and accounting records: to meet our legal obligations.
• To prevent fraud and keep our website secure: our legitimate interests.
• To understand and improve our website: your consent, given through our cookie banner.
• To send you marketing: your consent (see section 4).
• To use health information you share for product advice: your explicit consent.

We don't make decisions about you based solely on automated processing that have legal or similarly significant effects.

4. Marketing Messages

We'll only send you marketing emails or texts if you've opted in, for example at checkout or by signing up to our mailing list. Every marketing email includes an unsubscribe link, and you can opt out at any time by contacting us. Opting out won't affect messages about your orders.

5. Cookies

Cookies are small files stored on your device. We use:

• Strictly necessary cookies: to run your basket, checkout and account, and keep the site secure. These don't need your consent.
• Analytics and preference cookies: to understand how our site is used and remember your choices.
• Marketing cookies: to measure and personalise advertising, where we use them.

When you first visit, our cookie banner lets you accept or reject non-essential cookies, and we only set them if you accept. You can change your mind at any time by clearing cookies in your browser and choosing again when the banner reappears.

6. Who We Share Your Data With

We share only what's needed with trusted providers who help us run our business:

• Shopify: our e-commerce platform, which hosts our website and runs our checkout.
• Payment providers: to take payments and prevent fraud.
• Delivery couriers: your name, address and contact details, so they can deliver your order.
• Email and messaging services: to send order updates and, if you've opted in, marketing.
• Professional advisers: such as our accountants, where needed.
• Authorities: such as HMRC or the police, where the law requires it.

Our providers may only use your data to provide their service to us. Where Shopify uses data for its own purposes, such as Shop Pay, Shopify's privacy policy applies. We never sell your personal data.

7. International Transfers

Some of our providers, including Shopify, store or process data outside the UK, for example in Canada, the EEA or the USA. When they do, your data is protected by UK data bridge (adequacy) regulations, including the UK–US Data Bridge, or by the ICO's approved International Data Transfer Agreement or Addendum.

8. How Long We Keep It & How We Protect It

• Orders and financial records: 6 years after the end of the financial year they relate to, as required for tax purposes.
• Your account: until you ask us to close it.
• Customer service messages: up to 2 years after your last contact with us.
• Marketing preferences: until you unsubscribe. We keep a minimal record so we don't contact you again.
• Health information shared for advice: only as long as needed to answer your question.

Our website uses encrypted (HTTPS) connections, and Shopify's checkout meets PCI DSS security standards. Access to your data is limited to people who need it.

9. Your Rights

You have the right to:

• access the personal data we hold about you
• have inaccurate data corrected
• have your data deleted
• restrict how we use your data
• object to us using your data, including for direct marketing (we'll always stop)
• receive your data in a portable format
• withdraw your consent at any time, where we rely on it

To use any of these rights, email hello@nutriprovita.co.uk or use our contact form (choose "Data protection request"). It's free, and we'll respond within one month, or tell you if we need longer for a complex request. We may need to confirm your identity first.

10. Complaints

If you're unhappy with how we've handled your personal data, please tell us first using the details above. We'll acknowledge your complaint within 30 days and aim to resolve it as quickly as possible.

You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.

11. Children & Changes to This Policy

Our website isn't aimed at children, and we don't knowingly collect personal data from children under 13. If you think a child has given us their data, contact us and we'll delete it.

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.