Refund and Returns Policy

Returns and Refunds Policy

Last updated: 05/09/2026 19:43

We want you to be happy with what you order. This page explains when you can cancel, when you can return something, and how refunds work.

Nothing here affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your right to cancel

If you are a consumer buying online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

The 14 days start the day after your parcel is delivered. If your order arrives in several parcels, the period starts the day after the last one arrives.

To cancel, tell us in writing before the 14 days are up. Email hello@nutrilily.co.uk with your order number. You can use the form at the end of this page, but you do not have to.

Once you have told us, you have a further 14 days to send the goods back.

2. What we cannot accept back

Some items are excluded from the right to cancel by law. For us, this means:

Anything with a broken seal. Our oat pots and pancake mixes are sealed for food hygiene reasons. Once a seal is opened we cannot resell the item, so we cannot accept it back — unless it is faulty, damaged or not what you ordered.

Products past their best-before date, where the date has passed while the item was with you.

If the seal is intact, you can return it under section 1 as normal.

3. Faulty, damaged or wrong items

This is separate from your right to cancel, and it applies whether or not the seal has been broken.

If something arrives damaged, faulty, or is not what you ordered, tell us and we will put it right. Under the Consumer Rights Act 2015 you can:

  • Reject it within 30 days of delivery and get a full refund
  • After 30 days, ask for a replacement
  • If a replacement is not possible or does not solve the problem, ask for a refund or a reduction in price

Email hello@nutrilily.co.uk with your order number and a photo of the problem. We will not ask you to post a damaged food item back at your own cost.

4. How to return something

  1. Email hello@nutrilily.co.uk with your order number and what you are returning.
  2. We will confirm the return address and give you a reference.
  3. Pack the item securely, with the seal intact.
  4. Send it back within 14 days of telling us you are cancelling.

Please get proof of postage. Until we receive the parcel, the item is your responsibility.

5. Who pays for return postage

If you are cancelling under your 14-day right: you pay the return postage.

If the item is faulty, damaged or not what you ordered: we pay. We will either send you a prepaid label or refund your postage costs.

6. Refunds

We will refund you within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever is sooner.

Refunds go back to the payment method you used. We do not charge a restocking fee.

Delivery charges. If you cancel your whole order, we refund the standard delivery charge you paid. If you chose a faster, more expensive delivery option, we refund the standard rate rather than the premium. If you cancel only part of an order, delivery charges are not refunded.

Reduced refunds. If the value of the goods has been reduced because you handled them more than was necessary to check they were as described, we may deduct an amount to reflect that.

7. Discount codes

If you used a discount code and return part of your order, the refund reflects the amount you actually paid, not the full list price.

If a return brings your order below the threshold for a discount or for free delivery, we may adjust the refund accordingly.

8. Contact us

Nutrilily Grosvenor Gardens, Newton le Willows, WA12 8LY Email: hello@nutrilily.co.uk

Model cancellation form

You do not have to use this form, but you can if you want to.

To Nutrilily, Grosvenor Gardens, Newton le Willows, WA12 8LY, hello@nutrilily.co.uk:

I hereby give notice that I cancel my contract of sale for the following goods:

  • Ordered on / received on: …………………………..
  • Order number: …………………………..
  • Name: …………………………..
  • Address: …………………………..
  • Signature (only if sending on paper): …………………………..
  • Date: …………………………..