Refund policy

Last updated: 15 October 2026

We want you to be happy with your purchase. This policy explains how to return a product and how refunds work, in Portugal and Spain.

1. Right of withdrawal (14 days)

Under the applicable consumer law, you may cancel your purchase, without giving a reason, within 14 calendar days of receiving the products.
To exercise this right, send us a clear statement at help@nutripetplan.com or via WhatsApp (+351 916 105 837), quoting your order number.

2. Return conditions

Products must be unused, in their original packaging, complete with all accessories and documents.
Not accepted: customised or made-to-order products; opened food, treats and supplements; and hygiene products showing signs of use.
Products not meeting these conditions may be refused, or the refund reduced by any loss in value attributable to you.

3. How to return

After your notice, we arrange a pickup with our partner carrier at the address you give.
Please do not ship the product yourself unless we authorise it.
A return is complete only once our warehouse has received and checked the product.

4. Return costs

For returns not caused by our error (for example change of mind, or a wrongly chosen product, size or quantity), a pickup fee applies, deducted from the refund. The fee depends on the weight of the returned products, with a minimum of €4.30 for pickups in Portugal and €5.30 for pickups in Spain. We tell you the exact amount before the pickup is booked.
If the product is wrong, defective or damaged in transit, you pay nothing: pickup and refund are free.

5. Refunds

We refund the price of the products and standard shipping within 14 days of learning of your decision to cancel. We may wait until we receive the products or proof you have sent them.
Refunds go to the original payment method (card or PayPal in Spain; card, MB Way or Multibanco in Portugal), unless agreed otherwise.
For defective or incorrectly fulfilled orders, the refund is full.

6. Products damaged in transit

Check your order on delivery. If there is damage, refuse it from the carrier and take photographs, as set out in section 6.1 of the Terms of Service, and contact us within 48 hours. We will replace the product or refund you in full.

7. Orders cancelled for a pricing error

If we cancel an order because of a pricing error (section 4.1 of the Terms of Service), we refund the full amount paid, including shipping, within 14 days.

8. Warranty and defective products

For a manufacturing defect or lack of conformity, you are entitled to repair, replacement, price reduction or refund as provided by law.
Tell us by e-mail within 14 days of discovering the defect, with photographs where possible.

Contact

E-mail: help@nutripetplan.com
WhatsApp: +351 916 105 837
Hours: working days, 9:00 to 18:00 (Portugal time).