Refund policy

Return & Quality Guarantee

Last updated: May 13, 2026

Our philosophy

We formulate supplements that work at the physiological level — enzyme systems, membrane composition, cellular processes that improve over weeks, not days. That means honest time‑to‑effect windows, and it shapes how we think about returns. We stand behind product quality unconditionally. Results depend on consistent use over time — and we’ll always be upfront about that.

What we guarantee

Every order ships with a Quality Guarantee. If your product arrives damaged, compromised, or inconsistent with its label specification, we will replace it. No complicated forms, no back‑and‑forth. Simply contact us within 14 days of delivery with clear photo evidence. We’ll arrange a replacement at our cost.

Return eligibility at a glance

How to initiate a return

All returns require prior approval. Email hello@nutrascience.co with:

• Your order number

• The item(s) you wish to return

• The reason for the return

• Photos/videos for quality or incorrect item claims

We aim to respond within 2 business days with instructions. Do not send anything back until we confirm — unapproved returns will not be processed.

Quality defects & incorrect items

If you receive a damaged, defective, or incorrect item:

• Please retain the product, packaging, and all contents until we provide further instructions.

• Send clear photos or videos showing the issue within 14 days of delivery.

• Once approved, we will dispatch a replacement of the same product (subject to stock availability; if unavailable, store credit). No return of the defective item is required unless we request it for investigation.

• For genuine quality incidents (unusual smell, physical inconsistency, suspected tampering), stop use immediately and contact us. These are treated as quality investigations, not standard returns.

Unopened product — change of mind

You may return unopened products in their original, undamaged packaging within 14 days of delivery for store credit.

• Store credit is issued after we receive and inspect the return. It does not expire and can be used on any future purchase.

• Return shipping costs, including any taxes or duties, are your responsibility.

• We do not offer monetary refunds for change‑of‑mind returns — store credit reduces waste and keeps the process straightforward.

• If there’s a genuine issue with your experience, contact us. We review exceptional cases individually.

Opened product — safety standard

We do not accept returns on opened supplements. This is a hygiene and safety standard, not a margin protection policy. Opened consumables cannot be resold, and we will not compromise on that.

Why we don’t offer efficacy refunds

The nutrients in our formulas work through fundamental biological pathways — enzyme activity, membrane structure, cellular repair. These processes take time. A 30‑day money‑back guarantee on a product with a 60–90 day time‑to‑effect window would be dishonest. Science doesn’t do shortcuts, and neither do we.

Return conditions & inspection

• All returns are subject to inspection upon arrival. Products received in poor condition, unpackaged, or missing components will not be eligible for store credit or replacement.

• Returns must be packed securely to prevent damage during transit. We are not liable for parcels lost or damaged in return shipping — please use a tracked service.

• Unapproved returns or returns sent to the wrong address will not be processed.

Refund & store credit processing

• Replacements for quality defects or incorrect items are dispatched within 5 business days after approval.

• Store credit for change‑of‑mind returns is issued within 14 business days after we receive and approve the returned item.

• Store credit is non‑transferable and issued to the original account.

Statutory rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws, including the Consumer Protection Act 1999 (Malaysia). These terms describe our voluntary policy — your mandatory legal rights remain unaffected.

Governing law

This policy is governed by the laws of Malaysia. Any disputes arising out of or in connection with it shall be subject to the exclusive jurisdiction of the courts of Malaysia.

Important notes

• Returns are only applicable for items purchased through nutrascience.co. Products purchased from third‑party retailers must be returned to the original point of sale.

• Bullet purchases: please inspect all items upon delivery. Defective or incorrect items must be reported within the 14‑day window regardless of quantity.

• We reserve the right to update or amend this policy at any time. The version in force is the one published on this page at the time of your purchase.

Contact us

Email: hello[@]nutrascience.co
We respond within 2 business days.