Return & Refund Policy

We want you to be satisfied with what you ordered. This policy sets out when you can return a product and how refunds are handled. It does not affect your statutory rights under the Consumer Protection Act, 2019.

Food safety comes first

Our products are consumable food supplements. Once a seal is broken we cannot verify how a product has been stored or handled, so opened products cannot be resold or returned except in the circumstances below. This is a food-safety requirement, not a commercial preference.

What we accept

You may request a return or replacement within 7 days of delivery if the product is:

• Damaged in transit
• Defective, or leaking
• Incorrect — not what you ordered
• Expired, or within 30 days of its expiry date on arrival
• Unopened, with its factory seal fully intact and the outer packaging undamaged

What we cannot accept

• Products whose seal has been broken or removed, unless damaged, defective or incorrect
• Products returned more than 7 days after delivery
• Products not purchased directly from gen1pronutrition.com
• Requests based on flavour preference or a change of mind about an opened product
• Products damaged by misuse or improper storage after delivery

How to raise a request

Email Hello@gen1pronutrition.com within 7 days of delivery with:

• Your order number
• Photographs of the product, its batch and expiry markings, and the outer packaging
• A short description of the issue

We will respond within 2 working days. If the return is approved we will arrange a reverse pickup where the courier serves your area, or ask you to ship it back and reimburse reasonable postage.

Refunds

Approved refunds are processed within 7 working days of us receiving and inspecting the returned product, or of approving the claim where no return is required.

• Prepaid orders are refunded to the original payment method. Your bank may take a further 5–7 working days to credit it.
• Cash-on-delivery orders are refunded by bank transfer to an account you nominate.
• Where the fault is ours, shipping charges are refunded in full.

Cancellations

You can cancel an order at no cost any time before it is dispatched — email us as soon as possible. Once dispatched, an order cannot be cancelled, but you may refuse delivery, and we will refund the order value less shipping actually incurred.

Escalation

If you are not satisfied with how a return has been handled, contact our Grievance Officer at [GRIEVANCE OFFICER EMAIL]. Complaints are acknowledged within 48 hours and resolved within one month.