Terms and Conditions

At Shapeshifter Nutrition, we are committed to providing high-quality sports nutrition products and excellent customer service. By placing an order with us, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions.

Nothing in these Terms & Conditions affects your statutory rights under applicable UK consumer law.

1.1 Promotional Offers & Discount Codes

From time to time, Shapeshifter Nutrition may offer promotional discounts, voucher codes or special offers. Unless expressly stated otherwise:

• All promotional offers are subject to availability and may be withdrawn or amended without prior notice.
• Promotional offers are valid only during the advertised promotional period or while stocks last.
• Only one promotional discount, voucher code or offer may be used per order.
• Promotional offers cannot be combined with any other discount, promotion or voucher unless expressly stated.
• Promotional discounts are not redeemable for cash, are non-transferable and cannot be applied retrospectively to completed orders.

Unless otherwise specified, promotional discounts cannot be used in conjunction with:

• Sale or clearance products;
• Bundle or multi-buy offers;
• “Brand of the Month” promotions;
• Free gift promotions;
• Any other active promotional offer or discount code.

Shapeshifter Nutrition reserves the right to refuse or cancel orders where promotional offers or discount codes have been used fraudulently, in breach of these Terms & Conditions, or due to an obvious pricing or promotional error.

1.2 Product Exclusions

Certain products may be excluded from promotional offers due to supplier agreements, manufacturer pricing policies or other commercial restrictions.

Unless expressly stated otherwise, promotional discounts do not apply to selected products or brands identified as excluded at the time of purchase.

1.3 Payment Methods

We accept the payment methods displayed during checkout.

Please note that certain promotional discounts or payment incentives may not be compatible with all payment providers. If you experience difficulty applying a promotional code, we recommend selecting an alternative available payment method where possible.

Acceptance of payment does not constitute acceptance of your order. A contract for the purchase of goods is formed only once your order has been dispatched.

1.4 Order Acceptance & Cancellation

All orders are subject to acceptance and product availability.

Shapeshifter Nutrition reserves the right to refuse or cancel an order before dispatch where reasonably necessary, including (but not limited to) where:

• payment authorisation cannot be obtained;
• products become unavailable;
• an obvious pricing or product description error has occurred;
• fraudulent or unauthorised activity is reasonably suspected;
• the order breaches these Terms & Conditions; or
• we are unable to fulfil the order for reasons beyond our reasonable control.

If we cancel your order before dispatch, you will be notified as soon as reasonably practicable and any payment received will be refunded to your original payment method. Refund processing times may vary depending on your payment provider.

We aim to dispatch all orders promptly using the delivery service selected at checkout. Delivery charges and estimated delivery times are displayed during the checkout process and may be updated from time to time.

Unless otherwise stated, all delivery timeframes are estimates only and are not guaranteed.

2.1 Recommended Delivery – Royal Mail Tracked 24 with Signature

Our recommended delivery option for customers seeking additional security and peace of mind.

Benefits include:

• Fully tracked delivery with real-time tracking updates.
• Signature required upon delivery.
• Reduced likelihood of parcels being left unattended.
• Ideal for higher-value or time-sensitive orders.

Estimated Delivery: 1–2 working days from dispatch.

Delivery estimates are provided by the courier and may vary depending on operational circumstances.

2.2 Royal Mail Tracked Delivery Services (No Signature Required)

We also offer the following non-signature delivery options:

• Royal Mail Tracked 48 – £3.99 (estimated 2–3 working days)
• Royal Mail Tracked 24 – £4.99 (estimated 1–2 working days)
• FREE Royal Mail Tracked 48 on qualifying orders over £70 (subject to change).

Please note:

• A signature is not required for these services.
• Royal Mail may deliver your parcel to a nominated Safeplace, a neighbour (where permitted), or another location in accordance with your delivery preferences or Royal Mail’s delivery procedures.
• You can manage your delivery preferences directly with Royal Mail using your tracking information where this service is available.
• Delivery confirmation may include GPS data, delivery photographs or other electronic delivery records.

If you believe your parcel has been incorrectly marked as delivered, please contact us promptly so that we can investigate the matter with Royal Mail.

Nothing in this section affects your statutory rights under applicable consumer law.

2.3 Deliveries to Businesses, Apartments and Shared Addresses

Where orders are delivered to:

• workplaces;
• offices;
• apartment buildings;
• student accommodation;
• reception desks;
• mailrooms; or
• other communal or shared premises,

the parcel may be accepted by a receptionist, concierge, mailroom staff or another person authorised to receive deliveries at that location.

Customers should ensure that the delivery address is suitable and that arrangements are in place for parcels to be received securely.

Please note that gated communities, restricted-access premises and shared buildings may occasionally experience delivery delays or collection point redirection by the courier.

Where additional security is preferred, we recommend selecting a signature-required delivery service.

2.4 Delivery Delays

While we aim to dispatch and deliver orders within the estimated delivery times, delays can occasionally occur due to circumstances beyond our reasonable control, including:

• courier operational issues;
• industrial action or strikes;
• severe weather conditions;
• customs inspections;
• transport disruption;
• public or bank holidays; or
• periods of exceptionally high demand.

Delivery estimates should not be treated as guaranteed delivery dates.

Where a delivery is delayed, we will provide reasonable assistance in tracking your parcel and liaising with the courier where appropriate.

Refunds or replacements will not normally be issued solely because a parcel has been delayed, unless required by applicable law or where the goods are subsequently confirmed as lost or cannot be delivered within a reasonable period.

3.1 When a Parcel is Considered Lost

If your order has not arrived within the estimated delivery timeframe, please contact us as soon as possible.

A parcel will generally be considered lost once it has not been delivered within 10–14 working days after the expected delivery date (or such other timeframe advised by the courier), allowing sufficient time for the courier to complete its investigation.

3.2 Reporting a Lost Parcel

If you believe your parcel has been lost, please contact us at info@shapeshifternutrition.co.uk and provide:

• Your full name;
• Order number;
• Delivery address;
• Tracking number (if available); and
• Any additional information that may assist us in investigating the delivery.

We will open an investigation with the courier on your behalf and keep you informed throughout the process.

To assist with the investigation, we may ask you to:

• confirm that the parcel has not been received;
• check with members of your household, neighbours or your property’s designated safe place;
• check with reception, concierge or mailroom staff where applicable; and
• complete a lost parcel declaration or other documentation reasonably requested by us or the courier.

Failure to provide requested information may delay the investigation or resolution of your claim.

3.3 Resolution

If the courier confirms that the parcel has been lost, we will, in accordance with your statutory rights:

• dispatch a replacement (subject to stock availability); or
• issue a full refund using your original payment method.

We aim to resolve lost parcel claims as quickly as possible. Resolution times will depend on the courier’s investigation but are typically completed within 14 working days after all required information has been received.

3.4 Parcels Marked as Delivered

Where a parcel is recorded as delivered, we may obtain delivery evidence from the courier, which may include:

• GPS location data;
• delivery photographs;
• signature confirmation (where applicable); or
• electronic delivery records.

If you believe a parcel has been incorrectly marked as delivered, please notify us promptly so that we can investigate the matter with the courier.

Courier delivery confirmation will be considered as part of our investigation but does not, by itself, determine your statutory rights. Each claim will be assessed on its individual circumstances and in accordance with applicable UK consumer law.

4.1 Compliance with Local Laws

We are pleased to ship to selected international destinations; however, customers are responsible for ensuring that the products they order comply with all applicable laws and regulations in the destination country.

This includes, but is not limited to:

• ingredient restrictions;
• food supplement regulations;
• import restrictions or prohibitions;
• labelling requirements; and
• any licensing or import permit requirements.

By placing an international order, you confirm that the products ordered are permitted for import into the destination country.

Shapeshifter Nutrition accepts no responsibility where products cannot be imported due to local laws or regulatory requirements.

4.2 Customs Duties, Taxes & Import Charges

International orders may be subject to customs duties, import VAT, local taxes, brokerage fees or other charges imposed by the destination country’s customs authority.

These charges are the sole responsibility of the customer and are not included in the purchase price or delivery charges unless expressly stated otherwise.

Customers are responsible for paying all applicable customs duties, taxes and import charges required to release their order.

4.3 Customs Delays and Refused Shipments

Customs clearance procedures vary by country and may result in delivery delays beyond our control.

Shapeshifter Nutrition is not responsible for delays caused by customs inspections, border controls or other governmental authorities.

If an international order is:

• refused by customs;
• returned to us due to unpaid customs charges;
• abandoned by the customer; or
• destroyed or confiscated by customs authorities,

we will not be liable for any resulting loss, delay or additional costs.

Where goods are returned to us in a resaleable condition, we may refund the cost of the products, less:

• the original delivery charge;
• any return shipping costs;
• customs handling charges; and
• any other costs incurred by us as a result of the return.

If the goods are destroyed, confiscated or otherwise not returned to us, no refund will be payable unless required by applicable law.

We want you to be satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returning goods purchased from Shapeshifter Nutrition.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

5.1 Eligibility for Returns

Unless an exemption applies, you may return most products within 14 days of receiving your order.

To be eligible for a return, items should:

• be unused beyond what is reasonably necessary to inspect them;
• be returned, where reasonably possible, in their original sealed packaging;
• include all accessories or promotional items supplied with the order (where applicable); and
• be accompanied by proof of purchase or your order number.

For hygiene, health protection and product integrity reasons, certain products cannot be returned once their seal has been broken where they are not suitable for return after opening.

5.2 Products Exempt from Return

Unless faulty, damaged or incorrectly supplied, we cannot accept returns of:

• opened or unsealed food supplements or consumable products;
• products that are no longer suitable for resale due to hygiene or health protection reasons after opening;
• products made to the customer’s specification or clearly personalised (if applicable); and
• products identified at the time of purchase as non-returnable or final sale, where permitted by law.

We are unable to accept returns solely because:

• you do not like the taste or flavour;
• you have changed your mind after opening the product; or
• the product did not meet your personal expectations despite being as described.

5.3 Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please notify us as soon as reasonably possible and preferably within 7 days of delivery.

To help us resolve your claim quickly, we may ask you to provide:

• photographs of the product;
• photographs of the outer packaging;
• photographs of the shipping label; and
• a brief description of the issue.

Failure to report within seven days will not affect your statutory rights, but early notification assists us in investigating claims with the courier or manufacturer.

Where a claim is verified, we will offer an appropriate remedy, which may include:

• a replacement;
• a repair (where applicable);
• a refund; or
• a prepaid return label where appropriate.

5.4 Your Right to Cancel

If you are a UK consumer, you generally have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

This right does not apply to goods that are exempt from cancellation under the Regulations, including sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.

If you exercise your right to cancel, you should return the goods without undue delay and, where possible, in their original packaging.

We may make a deduction from your refund where the value of the goods has been reduced through handling beyond what is reasonably necessary to establish their nature, characteristics and functioning, as permitted by law.

5.5 Circumstances Where a Refund May Not Be Available

We cannot offer refunds where:

• the product has been consumed or substantially used (unless faulty);
• dissatisfaction relates solely to taste, flavour or texture;
• the product has been used contrary to the manufacturer’s instructions;
• the product has deteriorated due to improper storage after delivery; or
• the issue arises from individual intolerance, allergy or sensitivity where the product was supplied as described and was not faulty.

Nothing in this section limits your statutory rights in respect of faulty or misdescribed goods.

5.6 Return Shipping Costs

Unless the goods are faulty, damaged, incorrectly supplied or otherwise required by law, customers are responsible for the cost of returning unwanted items.

We strongly recommend using a tracked and insured delivery service, as we cannot accept responsibility for returns that are lost or damaged in transit before they reach us.

5.7 Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method, usually within 5–7 business days, although your payment provider may take longer to credit your account.

Where an order originally qualified for free delivery but a return reduces the retained order value below the applicable free delivery threshold, we reserve the right to deduct the standard delivery charge that would have applied to the retained order.

No such deduction will be made where goods are returned because they are faulty, damaged, incorrectly supplied or where otherwise prohibited by law.

5.8 Exchanges

We do not currently offer direct product exchanges.

If you wish to exchange an item, please:

1. Return the original item in accordance with this Returns Policy; and
2. Place a new order for the replacement product.

5.9 Undeliverable or Returned Orders

If an order is returned to us because:

• an incorrect or incomplete delivery address was provided;
• delivery was refused without lawful reason;
• the parcel was not collected from a designated collection point; or
• the parcel was otherwise returned through no fault of Shapeshifter Nutrition,

we may refund the purchase price once the goods have been returned to us, less:

• the original delivery charge (where applicable); and
• any reasonable return shipping or administrative costs incurred.

If you still require the goods, a new order must be placed.

Your privacy is important to us. We collect, use and protect your personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Please refer to our separate Privacy Policy for full details on how we collect, use, store and protect your personal information, as well as your rights in relation to your data.

Nothing in these Terms & Conditions limits, excludes or affects any rights or remedies that you are entitled to under applicable law.

In particular, nothing in these Terms & Conditions affects your statutory rights under, including but not limited to:

• the Consumer Rights Act 2015;
• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
• the Data Protection Act 2018;
• the UK General Data Protection Regulation (UK GDPR); and
• any other applicable legislation or regulations in force within the United Kingdom.

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, the remaining provisions shall remain in full force and effect.

If you have any questions about these Terms & Conditions or require assistance with an order, delivery, return or any other customer service enquiry, please contact us using the details below:

Email: info@shapeshifternutrition.co.uk

Telephone: 028 9521 6177

We aim to respond to all enquiries as promptly as possible during our normal business hours.

For your convenience, the following are the key timeframes referred to in these Terms & Conditions:

• 14 days – The standard cancellation period for eligible consumer purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• Within 7 days (recommended) – Please report any damaged, faulty or incorrectly supplied items as soon as reasonably possible to help us investigate and resolve the issue promptly.
• 10–14 working days – A parcel will generally be considered lost after this period has elapsed from the expected delivery date, subject to the courier’s investigation.

These timeframes are intended as a general guide. Your statutory rights are not affected.