Terms and Conditions

Shapeshifter Nutrition – Terms & Conditions

At Shapeshifter Nutrition, we are committed to providing premium products and exceptional customer service.

These Terms & Conditions outline your rights and responsibilities when shopping with us. By placing an order, you agree to the terms outlined below.

Orders & Special Offers

🏷️ Special Offers & Coupons

  • ✅ All promotions are while stocks last.

  • 🚫 Multiple discounts cannot be combined.

  • ❌ Coupons cannot be used with:

    • Sale items / Clearance

    • Bundle deals / "Buy in Bulk" offers

    • "Brand of the Month" promos

    • Free gift promotions

    • Other coupons

  • ⚠️ Whey Protein Powders (including Optimum Nutrition Gold Standard Whey) are excluded from discounts unless specifically stated.

💳 Payment Systems

  • Some offers may not work with certain payment providers (e.g., Revolut).

  • If discounts fail, we recommend using Opayo or Klarna for checkout.

📦 Right to Cancel

  • The company reserves the right to cancel any order up until delivery.

Shipping & Delivery

✅ Recommended Method

    • Royal Mail Signed For – Gives you peace of mind by ensuring your parcel is delivered safely and securely. With full tracking and delivery notifications, you can follow your item every step of the way. A signature is required on delivery, so it won't be left unattended, making it ideal for important or valuable items. Reliable, secure, and easy to track—your delivery is in safe hands.

📦 Alternative Delivery Option – Royal Mail Safeplace (Non–Signed For)

Royal Mail offers a Safeplace delivery service as an alternative to Royal Mail Signed For.

⚠️ Please Read Carefully:

  • This is not a Signed For service – parcels delivered via Safeplace will not require your signature.

  • Left Without Consent – Royal Mail may leave your parcel in a Safeplace at their discretion, even if you have not given prior consent.

  • Delivery = Completed – Once Royal Mail provides GPS and/or photographic confirmation, your parcel is considered delivered in full.

  • No Liability After Confirmation – From that point, we cannot accept responsibility for loss, theft, or damage.

👉 How to Stay in Control:
You may update your Delivery Preferences directly with Royal Mail (using your tracking number) to:

  • Arrange an alternative delivery method

  • Select a preferred delivery time

⚠️ Important:
If you do not update your preferences, Royal Mail may still leave your parcel in a Safeplace. By choosing this option instead of Royal Mail Signed For, you acknowledge and accept that:

  • This is a non–Signed For service

  • Royal Mail has discretion over Safeplace deliveries

  • Delivery is deemed complete once confirmed by Royal Mail

🏢 Delivery to Business / Shared Addresses

  • ⚠️ You are responsible for your package when delivered to communal buildings, business addresses, or shared spaces.

  • 📦 These locations can be accessed by others, so packages are at higher risk of loss or theft.

  • ✅ Once tracking shows delivery, the order is considered complete.

⏳ Delays in Transit

  • Delivery times are not guaranteed.

  • No refunds/replacements for delays caused by strikes, customs, or courier issues.

  • A parcel is only considered "lost" after 10 days → at that point a replacement or refund will be arranged.

Lost Parcel Policy & Delivery Terms

🔍 Unable to Track Your Parcel? – Lost Parcel Policy

A Royal Mail parcel is considered lost if it has not been delivered within 10 working days after its expected delivery date.

How to proceed:

  1. Raise a Complaint – Submit a claim via the Royal Mail Claims Centre and obtain a reference number.

  2. Share with Us – Email the courier's reference number and all related correspondence to: info@shapeshifternutrition.co.uk

  3. Investigation & Resolution – Once Royal Mail completes their investigation and the loss claim is approved, we will either:

    • Send a replacement order, or

    • Issue a reimbursement.

⏳ Processing time – Please allow up to 15 working days for this process to be completed.

⚠️ Important – Proof of Delivery

If Royal Mail provides proof of delivery (e.g., GPS coordinates, photographic evidence at your address), your order will be deemed delivered successfully. In such cases, no refund or replacement will be issued.

International Orders & Customs

  • ⚠️ Check local laws: Customers outside the UK must ensure that all ingredients are legal in their country before purchasing.

  • 📦 Customs responsibility: We are not responsible for parcels held, destroyed, or delayed by customs, nor for any additional customs fees.

Returns & Refund Policy
Eligibility for Returns

📦 Eligibility for Returns

  • 14 days from delivery for most unopened & unused products.

  • Items must be:

    • In original packaging

    • Sealed & resellable

    • With proof of purchase

⚠️ Health & Safety: Opened consumable products cannot be returned (unless damaged upon arrival).

🚫 Non-Returnable Items

We cannot accept returns on:

  • Opened or partially used consumables

  • Clearance / promotional items

  • Products returned due to taste or flavour

    • 👉 Why? Flavour is subjective and varies by individual preference. For hygiene & safety, opened consumables cannot be resold or reused.

🛠 Damaged or Incorrect Products

If your order arrives damaged or wrong, please report within 7 days of delivery.

To help us process:

  • Send clear photos of the product, packaging, and shipping label.

We will arrange a free return and either:
✅ Replace your item (if in stock), or
✅ Refund your payment

❗ Important: Claims made after 7 days cannot be processed.

📧 How to Initiate a Return

💸 Return Shipping Costs

  • Customer is responsible for return postage unless the item is damaged or incorrect.

  • Use a tracked service; we are not responsible for lost return parcels.

💰 Refunds

  • Processed within 5–7 business days once your return is received and inspected.

  • Always refunded to the original payment method.

  • If a return causes your order value to fall below the £50 free shipping threshold, an £8 deduction will apply (covers original shipping, restocking, and handling).

  • No deductions apply if the return is due to our error or a damaged/incorrect product.

🔄 Exchanges

  • We do not offer direct exchanges.

  • To get a different product, return the item for a refund and place a new order.

  • If this reduces your order below the £50 free shipping threshold, the £8 deduction applies.

📦 Invalid / Incomplete Shipping Addresses

  • If an order is returned due to incorrect address details, refunds are only processed once the parcel is returned.

  • An £8 deduction applies to cover original shipping and handling.

  • Replacements will not be sent automatically — a new order must be placed.

Privacy & Data Protection

  • 🛡️ We do not sell or share personal data with third parties unless legally required.

  • 📄 Customers may request access to the personal information we hold in compliance with the Data Protection Act 1998 and GDPR.

Legal Rights

  • 📌 This policy does not affect your statutory rights under the UK Consumer Rights Act, Distance Selling Regulations, or other applicable legislation.

Contact Us

For questions regarding orders, returns, or delivery:

Key Deadlines to Remember

  • 14 days – Returns (from delivery date)

  • 7 days – Report damaged or incorrect items

  • 10 days – Parcel considered lost if undelivered