Refund policy
Returns & Refund Policy
At Nutrade, we want you to be happy with your purchase — but we also know that sometimes things change. Please read the full policy to understand our return and refund process.
Return Window
We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return.
Pre-Order Cancellations & Refunds
A 10% cancellation fee applies for refunds to the original payment method.
- To cancel a pre-order, use the "Chat with Us" widget on our website.
- Cancellations must be made before shipment; otherwise, the Refund Policy applies.
- Orders placed with Shopify Installment Pay are non-refundable.
Return Eligibility
To qualify for a return:
- Item must be unused, sealed, and in original packaging.
- Must be within 30 days of delivery.
- Item must include all original packaging, accessories, inserts, promotional items, and manufacturer seals (where applicable).
- Sale items and opened products are not eligible for return.
Returns can be requested using the "Chat with Us" widget or by emailing sales@thenutrade.com along with your order number.
All approved returns are subject to:
- 10% restocking fee.
- Return shipping costs deducted from the refund.
- Original shipping charges are non-refundable.
Items returned in a condition different from how they were received, including missing parts, damaged packaging, removed seals, or signs of use, may be denied or subject to a partial refund at our discretion.
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, contact us within 30 days of delivery for a replacement or refund. If the item is no longer available, we will issue a refund.
Claims for damaged items, missing accessories, or incorrect products should be reported within 7 days of delivery and may require photographs of the product, packaging, and shipping box.
Please note that minor paint imperfections, packaging wear, manufacturing variations, small cosmetic blemishes, loose joints, tight joints, and other quality control issues commonly associated with mass-produced collectibles are not considered defects.
How to Start a Return
Use the "Chat with Us" widget to request a return. If approved, we will provide return instructions and, where applicable, a return shipping label.
Please note that items sent back without prior authorization will not be accepted.
Non-Returnable Items
The following items are not eligible for return:
- Sale items.
- Opened or used items.
- Products damaged due to misuse, improper handling, or customer modification.
- Returns not resulting from a Nutrade error or verified product defect.
We cover return shipping costs for defective items or order errors only when you contact us first and receive return authorization.
Exchanges
Due to limited inventory and allocation restrictions, exchanges cannot be guaranteed. The best option is to return the item (if eligible) and place a new order.
Refused Delivery & Returned Shipments
Orders returned due to refusal of delivery, incorrect address information, failure to claim the package, or failure to pay applicable duties, taxes, or import fees may be refunded less original shipping charges, return shipping costs, carrier fees, and the applicable restocking fee.
Refund Process
We will notify you once your return has been received, inspected, and approved.
Refunds may be issued to:
- Your original payment method.
- Store credit, depending on your preference and eligibility.
Refunds are initiated immediately upon approval; however, it may take 5–7 business days, or longer depending on your financial institution, for the funds to appear in your account.
In-Stock Order Cancellations
Cancellations of in-stock items prior to shipment are subject to a 10% cancellation fee.
Once an order has shipped, it cannot be canceled and will be subject to this Returns & Refunds Policy.
Sale items are non-refundable.
Need Help?
For questions regarding returns, refunds, cancellations, or exchanges, please use the "Chat with Us" widget on our website. We're happy to assist you.