Returns and refunds

Last updated: 23 October 2026

1. You have 14 days to return your order

You can withdraw from your purchase within 14 calendar days of receiving your order (or the last product, if they arrive separately), without having to give us any reason.

2. Which products can be returned

• Unopened, unused products with their original seal intact.
• In their original packaging and in good condition.

For hygiene and food safety reasons, products that have been opened or unsealed after delivery cannot be returned (Article 103(e) of the consolidated text of the Spanish General Law for the Defence of Consumers and Users). This does not affect your rights if the product arrives faulty or is not what you ordered (section 6).

3. How to return a product

1. Email us within the deadline at pedidos@nutrigains.es with the subject “Return” and your order number, and tell us your name and the products you are returning. If you wish, you can use the model form at the bottom of this page.
2. We will reply within 48 working hours with instructions.
3. Send the products back, well protected, within the following 14 days to the address we give you in our reply.

You pay the cost of returning the products, unless they arrived faulty or we made a mistake.

4. Refunds

We refund everything you paid, including delivery charges, without undue delay and no later than 14 days after you tell us you are withdrawing. We may wait until we receive the products, or until you show us that you have sent them, before refunding you.

We refund you using the same payment method you used (card, Apple Pay, Google Pay or Amazon Pay), unless we agree otherwise with you, and at no cost to you. If you bought with a discount, a pack or a promotional code, we refund the amount you actually paid; if you return only part of your order, we refund what you paid for those products.

5. If the tape on the box arrives broken

All our parcels are sealed with security tape, which leaves a visible mark if anyone peels it off. If, when your order arrives, the tape is broken, torn or peeled off:

1. Do not open the parcel or handle its contents.
2. Take 7 photos: one of each of the 6 sides of the box, showing the condition of the tape, and another of the shipping label next to the tape.
3. Send them to us within 48 hours of delivery at info@nutrigains.es or by WhatsApp (+34 619 775 659), with your order number.

We will look into it with the courier and tell you what happens next: sending you whatever is missing or arranging the return. These photos allow us to claim from the courier; they do not limit your statutory rights.

6. Faulty, damaged or wrong product

Email us at info@nutrigains.es as soon as possible, with your order number and photos of the product and the packaging. We will arrange the collection and send you the right product or give you a full refund, whichever you prefer. These cases are covered by the legal guarantee and do not depend on the 14-day period.

7. Model withdrawal form

Only fill in and send this form if you wish to withdraw from the contract. You can send it by email.