Returns, Refunds, and Exchanges

Please Read Our Return, Refunds and Missing Parcels Parcel Policy Carefully:

Return:

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags and seals still attached / intact, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can do this from your dedicated account page, alternatively contact us at hello@mysupplementshop.co.uk.

Please note that returns will need to be sent to the following address::

MYSUPPLEMENTSHOP Customer Returns
c/o Health Pharm Fulfillment
Units 2-3 Victoria Buildings
Saddington Road
Fleckney
LE8 8AW
United Kingdom

You can always contact us for any return question at hello@mysupplementshop.co.uk.

Customer Error and Return Postage

At My Supplement Shop, we understand that mistakes happen. If a parcel is returned to us due to customer error, whether it's an incorrectly provided address or a failure to coordinate with the local delivery office for redelivery or collection, we want to ensure clarity regarding the postage cost and resending of items.

Refund for Postage Cost:

Unfortunately, in cases where the return is a result of customer error, we do not provide a refund for the initial postage cost incurred. We encourage our customers to double-check and confirm their delivery details during the order placement to avoid any complications.

Resending the Item:

If the customer wishes to have the item resent, a second postage charge will be applied. This is to cover the costs associated with processing and dispatching the item again. We want to be transparent about this process to ensure that our customers are well-informed about any additional charges that may arise from such situations.

Preventing Issues:

To prevent any inconvenience, we recommend carefully reviewing the delivery information provided during the checkout process. Verifying the accuracy of the address and ensuring that someone is available to receive the parcel can significantly reduce the likelihood of returns due to customer error.

If you have any questions or concerns regarding this policy, please feel free to reach out to our customer service team at hello@mysupplementshop.co.uk. We are here to assist you and provide further clarification on any aspect of our returns policy.

Postage and Handling Policy for Unclaimed Items and Customs Fees

At MYSUPPLEMENTSHOP Ltd., we strive to ensure that your purchased items reach you promptly and efficiently. However, there are instances when items are held at customs or remain unclaimed, leading to potential return and additional costs. This policy outlines our approach to handling such situations to ensure clarity and fairness for all parties involved.

Unclaimed Items

1. Notification of Held Items: Customers will be notified by the carrier or customs office if their item is held for any reason, including the need for payment of customs fees or additional information. It is the customer's responsibility to respond to these notifications and fulfill any requirements to release their item.
2. Holding Period: Items will be held for a specific period, as determined by the carrier or customs office. If the customer does not claim the item or respond to customs fee demands within this period, the item may be returned to sender.
3. Return Postage: In the event that an item is returned to MYSUPPLEMENTSHOP Ltd. because it was unclaimed or due to unpaid customs fees, the return will travel via economy mail and may take up to 8 weeks to arrive back at our facility.
4. Reshipment: If the customer requests the item to be reshipped after it has been returned to us, the customer will be responsible for paying all associated reshipment costs, including any applicable customs fees, handling charges, and additional postage.
5. Refunds: No refunds will be issued for items that are returned to us unclaimed or due to unpaid customs fees. Customers may choose to have the item reshipped at their expense as outlined in point 4.
6. Liability: MYSUPPLEMENTSHOP Ltd. is not responsible for any loss or damage that occurs to items that are unclaimed or returned due to unpaid customs fees. We will do our best to ensure the item is packaged appropriately for its return journey, but we cannot guarantee the condition of items upon their return.

Customs Fees

1. Customer Responsibility: It is the customer's responsibility to be aware of and pay any customs fees or import duties associated with their order. MYSUPPLEMENTSHOP Ltd. has no control over these charges and cannot predict their amount.
2. Failure to Pay Customs Fees: If a customer fails to pay the required customs fees and the item is returned to MYSUPPLEMENTSHOP Ltd., the customer will be responsible for any return shipping costs and will not be eligible for a refund on the original purchase.

By placing an order with MYSUPPLEMENTSHOP Ltd., customers agree to the terms outlined in this policy. We appreciate your understanding and cooperation in ensuring a smooth and efficient delivery process.

How can customers return your products?

• By mail

How will customers get the return label?

• For defective products: Download/print
• For customer remorse: Customer responsibility

What is the restocking fee?

• No restocking fee

The product conditions that we allow for returns:

• New

Acceptable reasons for returns include:

• The product is defective or damaged.
• The product is not as described.
• The product was delivered late.
• The customer changed their mind and no longer wants the product.
• The customer received the wrong product.
• The customer is unhappy with the product for any other reason.
• Sale items can be refunded

For UK customers, you can initiate a return from your account page. For international returns, please send us an email with your name and order reference.

If you don't have an account with us or encounter any issues with your order, please contact us at hello@mysupplementshop.co.uk. In case your order arrives with missing items or is damaged, kindly email us as soon as possible with your order number, a photo of the item's condition, and photos of the packaging. We will address these on a case-by-case basis and strive to provide a satisfactory solution.

Exchanges

No exchanges are available for supplements. However, exchanges are available for clothing and accessories, provided they are unopened/unworn and in a resalable condition.

Return Shipping

If the return is due to our error, we will cover the cost of return shipping by sending a printable label. If you have changed your mind, you will be responsible for covering the return shipping cost.

Return Processing Time

Return processing time is 3-5 business days.

Cancellation Policy

Customers can cancel their order at any time before dispatch by contacting us by email.

For any further questions, feel free to reach out to us at hello@mysupplementshop.co.uk.

Missing Parcels

Received the Wrong Item, Problem with your Item or Items Missing?

If you have received an item that is different from what you ordered, the item has an issue or if there are items missing from your parcel, we understand that it can be frustrating. Rest assured, we are here to assist you in resolving this matter as quickly and seamlessly as possible. To help us better understand and rectify the situation, please follow the comprehensive steps outlined below:

Step 1: Document the Exterior

Before opening the package, take clear and detailed images of the exterior box and labels from various angles. We recommend capturing images that clearly show the following:

• The entire exterior of the box.
• Shipping labels, including any tracking numbers or barcodes.
• Any visible damage or signs of mishandling on the package.

Examples of acceptable images are provided below:

Step 2: Inspect the Contents

Once you have documented the exterior, carefully open the package and inspect its contents. Check the items inside against your order invoice or packing slip to ensure that they match your expectations. If any items are missing or if you have received incorrect products, please proceed to the next step.

Step 3: Submit Your Images

You can share the images you captured with us in the following ways:

• Utilize our Live Chat feature on our website to send the images directly to our support team.
• Email the images as attachments to hello@mysupplementshop.co.uk.

When submitting your images, please ensure that they are clear, well-lit, and include any relevant details that can assist us in identifying the issue. The more information you provide, the quicker we can resolve the situation.

Step 4: Our Response

Our dedicated support team will promptly review the images and your complaint. We take these matters seriously and will work diligently to rectify any errors or discrepancies. Depending on the nature of the issue, our response may include:

• Reshipping the correct items to you with expedited shipping.
• Providing instructions for returning the incorrect items (if necessary).
• Offering a refund or store credit, as applicable.

We apologize for any inconvenience you may have experienced and thank you for your cooperation in resolving this matter. Your satisfaction is our top priority, and we are committed to ensuring you receive the products you ordered in a timely and accurate manner.

For further inquiries:

If you have any further questions, please contact our customer services at: hello@mysupplementshop.co.uk.

29 Netherfield Dr, Sapcote, Leicester LE9 4NG, United Kingdom.

Phone: +44 (0)20 3740 1275