Terms and Conditions

At Shapeshifter Nutrition, we’re 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 below.

🏷️ Special Offers & Coupons

• ✅ All special offers are available while stocks last — so grab them before they’re gone!

• 🚫 Only one discount or coupon can be used per order.

• ❌ Coupons cannot be used on:

  • Sale or clearance items

  • Bundle or bulk-buy deals

  • “Brand of the Month” promos

  • Free gift offers

  • Other coupons

• ⚠️ Important: Whey protein powders (including Optimum Nutrition Gold Standard Whey) are excluded from discounts unless specifically stated.

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💳 Payment Systems

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

• If a discount fails to apply, we recommend checking out using Opayo or Klarna.

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📦 Right to Cancel

We reserve the right to cancel any order at any time before dispatch or delivery.

✅ Recommended Delivery – Royal Mail Signed For

Our top choice for secure and reliable delivery.

• 🔒 Added security and peace of mind

• 📦 Full tracking and delivery notifications

• ✍️ Signature required – parcels won’t be left unattended

• 💎 Best for important or valuable items

• 🕒 Reliable, secure, and easy to track – handled with care

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

If you select Free Delivery or Flat Rate Delivery, your parcel will be sent via Royal Mail Safeplace (Non–Signed For) instead of Signed For.

⚠️ What You Need to Know

• 🚫 No signature required – this is not a Signed For service.

• 📍 Royal Mail may leave your parcel in a Safeplace (e.g., porch, shed, doorstep) even without prior instructions.

• ✅ Once Royal Mail confirms delivery (via GPS or photo), it’s considered successfully delivered.

• ⚠️ After confirmation, we cannot be held responsible for loss, theft, or damage.

👉 Manage Your Delivery

You can update your delivery preferences with Royal Mail using your tracking number to:

• Choose a preferred delivery day

• Add your own Safeplace location

⚠️ Important to Note

If you don’t update your preferences, Royal Mail may choose a Safeplace at their discretion.

By selecting Free Delivery or Flat Rate, you agree that:

• It’s a non–Signed For service

• Royal Mail decides where to leave your parcel

• Delivery is complete once confirmed by Royal Mail

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🏢 Delivery to Business or Shared Addresses

• ⚠️ When delivering to businesses, communal buildings, or shared spaces, you are responsible for the parcel once it’s marked as delivered.

• 📦 These locations can be accessed by multiple people, increasing the risk of loss or theft.

• ✅ Once tracking confirms delivery, the order is complete and fulfilled.

• 🚫 Some addresses may be inaccessible to Royal Mail or couriers (e.g., restricted sites), which may cause delays or redirection to a nearby collection point.

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⏳ Delays in Transit

• 🚚 Delivery times are estimates only and not guaranteed.

• ⚠️ We cannot refund or replace orders delayed due to strikes, customs checks, or courier issues beyond our control.

• 📦 A parcel is considered “lost” after 10 working days.

  • Once confirmed as lost, we’ll arrange a replacement or refund, subject to stock availability.

Lost Parcel Procedure

A Royal Mail parcel is classed as lost if it hasn’t been delivered within 10 working days of the expected delivery date.

What to Do:

1. Raise a Claim – Submit a claim through the Royal Mail Claims Centre and get a reference number.

2. Share with Us – Email your courier reference number and related details to info@shapeshifternutrition.co.uk.

3. Resolution – Once Royal Mail confirms the claim, we’ll either:

   • Send a replacement, or

   • Issue a refund.

⏳ Processing Time: Please allow up to 15 working days for completion.

⚠️ Proof of Delivery

If Royal Mail provides proof of delivery (e.g., GPS or photographic evidence), the order is considered successfully delivered, and no refund or replacement will be issued.

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

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

📦 Eligibility for Returns

• Returns accepted within 14 days of delivery for most unopened and unused products.

• Items must be:

  • In original packaging

  • Sealed and resellable

  • Accompanied by proof of purchase

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

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🚫 Non-Returnable Items

We cannot accept returns on:

• Opened or partially used consumables

• Clearance or promotional items

• Products returned due to taste or flavour preferences

👉 Why: Flavour is subjective, and for hygiene reasons, opened consumables cannot be resold.

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🛠 Damaged or Incorrect Products

If your order arrives damaged or incorrect, please report it within 7 days of delivery.
To help us process your claim, provide:

• Clear photos of the product, packaging, and shipping label.

We’ll arrange a free return and either:

• ✅ Replace your item (if in stock), or

• 💰 Issue a refund.

❗ Claims made after 7 days cannot be processed.

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📧 How to Return

Email info@shapeshifternutrition.co.uk with your order number and reason for return.
Our team will send full instructions and the return address.

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💸 Return Shipping Costs

• Customers are responsible for return postage unless the product was damaged or incorrect.

• Always use a tracked service — we can’t accept responsibility for lost return parcels.

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💰 Refunds

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

• Refunds are issued to the original payment method.

• If your return causes the order total to drop below the £60 Free Shipping threshold, an £8 deduction applies (to cover original shipping and handling).

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

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🔄 Exchanges

We don’t offer direct exchanges.
To switch products:

1. Return your item for a refund.

2. Place a new order.

If the new total falls below the £60 Free Shipping threshold, the £8 deduction applies.

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📦 Invalid or Incomplete Addresses

If an order is returned due to an incorrect or incomplete address, refunds will be issued once the parcel is returned.
An £8 deduction applies for original shipping and handling.
Replacements are not automatic — please place a new order.

• 🛡️ We never sell or share personal data with third parties unless required by law.

• 📄 Customers may request access to their personal data in accordance with the Data Protection Act (1998) and GDPR.

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

For any questions about orders, returns, or delivery:
📧 Email: info@shapeshifternutrition.co.uk
📞 Phone: 028 9521 6177

• 14 days – Returns (from delivery date)

• 7 days – Report damaged or incorrect items

• 10 days – Parcel considered lost if undelivered