Terms and Conditions

Shapeshifter Nutrition – Terms & Conditions

At Shapeshifter Nutrition, we are committed to providing premium-quality products and excellent customer service. By placing an order with us, you confirm that you have read, understood, and agreed to the following Terms & Conditions.

1. Orders & Special Offers

1.1 Promotional Offers & Coupons

  • All promotional offers are subject to availability while stocks last.
  • Only one discount code or promotional offer may be used per order.
  • Discounts and coupons cannot be combined with:
    • Sale or clearance items
    • Bundle or bulk-buy offers
    • “Brand of the Month” promotions
    • Free gift promotions
    • Any other active discount or coupon

1.2 Product Exclusions

Some products are excluded from promotional discounts unless stated otherwise, including selected whey protein products such as Optimum Nutrition Gold Standard Whey.

1.3 Payment Methods

Certain promotions may not be compatible with all payment providers (including Revolut). If you experience issues applying a discount, we recommend completing checkout using Opayo.

1.4 Right to Cancel

Shapeshifter Nutrition reserves the right to cancel any order before dispatch or delivery at our discretion.

If an order is cancelled, you will be notified and refunded in line with your payment provider’s processing times.

2. Shipping & Delivery

2.1 Recommended Delivery – Royal Mail Tracked 24 (Signed For) – £5.99

Our recommended delivery option for added security and peace of mind.

Benefits:

  • Full tracking with real-time updates
  • Signature required upon delivery
  • Parcels will not be left unattended
  • Ideal for important or high-value items

Estimated Delivery: 1–2 working days
Delivery times are estimates and not guaranteed.

2.2 Non-Signed For Delivery Services

Available Options:

  • Royal Mail Tracked 48 – £3.99 (2–3 working days)
  • Royal Mail Tracked 24 – £4.99 (1–2 working days)
  • FREE Royal Mail Tracked 48 on orders over £70

Important Information:

  • No signature is required for these services.
  • Parcels may be left in a Safeplace, such as a porch, shed, or doorstep.
  • Delivery preferences can be managed directly with Royal Mail using your tracking number.
  • Once Royal Mail confirms delivery (including GPS or photographic evidence), the parcel is considered delivered.
  • Shapeshifter Nutrition is not responsible for loss, theft, or damage after delivery has been confirmed.

By selecting a non-Signed For service, you accept that:

  • A signature is not required for delivery.
  • Royal Mail determines the final delivery location.
  • Delivery is considered complete once confirmed by the courier.

2.3 Delivery to Businesses or Shared Addresses

For deliveries to workplaces, apartments, shared buildings, or communal addresses:

  • Parcels may be delivered to reception areas, mailrooms, communal areas, or designated delivery points.
  • Responsibility transfers once delivery is confirmed by the courier.
  • Tracking confirmation is considered proof of completed delivery, even if the parcel was not personally received.
  • Gated or restricted-access locations may experience delays or redirection to a collection point.

For additional security, we recommend using a Signed For delivery service.

2.4 Delays in Transit

Delivery times are estimates and are not guaranteed. Delays may occur due to:

  • Courier operational issues
  • Strikes or industrial action
  • Severe weather conditions
  • Customs inspections
  • Public holidays

Refunds or replacements will not be issued solely due to delivery delay

3. Lost Parcel Policy

3.1 Definition of a Lost Parcel

A parcel is considered lost if it has not been delivered within 14 working days of the expected delivery date.

3.2 Steps to Take

Step 1 – Submit a Claim to Royal Mail
Obtain a claim reference number through the Royal Mail Claims Centre.

Step 2 – Contact Us
Email your claim reference and order details to info@shapeshifternutrition.co.uk, including:

  • Full name
  • Order number
  • Tracking number
  • Royal Mail claim reference

Step 3 – Resolution
Once Royal Mail confirms the outcome of the claim, we will either:

  • Dispatch a replacement (subject to stock availability), or
  • Issue a full refund

Processing Time: Up to 14 working days from the date the parcel is officially classified as lost.

3.3 Proof of Delivery

If Royal Mail provides proof of delivery, including GPS data, signature confirmation, or photographic evidence, the parcel will be considered successfully delivered and no refund or replacement will be issued.

4. International Orders & Customs

4.1 Compliance with Local Regulations

Customers outside the UK are responsible for ensuring products comply with local laws and regulations in their destination country, including:

  • Ingredient restrictions
  • Supplement regulations
  • Import limitations

Shapeshifter Nutrition is not liable for orders that fail to comply with local regulations.

4.2 Customs, Duties & Taxes

Customers are responsible for any applicable customs duties, import taxes, or additional charges.

Shapeshifter Nutrition is not responsible for parcels delayed, returned, held, or destroyed by customs authorities.

Original shipping charges are non-refundable where parcels are returned or destroyed due to unpaid customs charges or import issues.

5. Returns & Refunds

5.1 Eligibility for Returns

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

Items must:

  • Be sealed and in original packaging
  • Be unused
  • Include proof of purchase

Health & Safety Notice: Opened consumable products cannot be returned unless they arrive damaged, faulty, or incorrect.

5.2 Non-Returnable Items

The following items are non-returnable:

  • Opened or partially used consumables
  • Products returned due to taste or flavour preference
  • Pre-workout supplements
  • Sleep supplements
  • Fat burners
  • Clearance or promotional items marked as final sale

These restrictions are in place for hygiene, safety, and product integrity reasons.

5.3 Damaged, Faulty, or Incorrect Items

Please notify us within 7 days of delivery and provide photos of:

  • The product
  • Packaging
  • Shipping label

Verified claims will receive a replacement, refund, or free return as appropriate.

5.4 Right to Cancel (Cooling-Off Period)

Under UK consumer law, customers may cancel eligible orders within 14 days of receiving goods.

Returned items must be:

  • Unopened
  • Unused
  • In original packaging

Opened consumable items are exempt from cancellation rights for hygiene and safety reasons.

Returns submitted without prior authorisation may not be accepted.

5.5 Non-Refundable Circumstances

Refunds will not be provided for:

  • Personal reactions or sensitivities
  • Taste or flavour preferences
  • Subjective dissatisfaction where the product is not faulty

5.6 Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We strongly recommend using a tracked delivery service, as we are not responsible for lost returns.

5.7 Refunds

Approved refunds are processed within 5–7 business days following inspection of the returned item.

Refunds are issued to the original payment method.

Free Shipping Adjustment:
If a return reduces the original order value below £70, an £8 shipping and handling fee will be deducted from the refund amount. No deduction applies to faulty or incorrect items.

5.8 Exchanges

We do not offer direct exchanges.

To exchange an item, please:

  • Return the original item for a refund
  • Place a new order separately

Free Shipping Adjustment:
If a return reduces the original order value below £70, an £8 shipping and handling fee will be deducted from the refund amount.

5.9 Invalid or Incomplete Addresses

If an order is returned due to an incomplete or incorrect address:

  • A refund will be issued once the parcel is returned to us
  • An £8 shipping and handling deduction will apply
  • Replacement orders are not automatically issued

A new order must be placed if you still wish to receive the item.

6. Privacy & Data Protection

6.1 How We Use Your Personal Data

We collect and process personal data only where necessary to:

  • Process and fulfil orders
  • Provide customer support
  • Send order updates
  • Improve our services
  • Meet legal and regulatory obligations

We do not sell customer data. Information is shared only with trusted service providers or where required by law.

6.2 Your Rights

Under UK GDPR, you have the right to:

  • Access your personal data
  • Request correction or deletion of your data
  • Object to or restrict processing
  • Request data portability
  • Lodge a complaint with the Information Commissioner’s Office (ICO)

6.3 Exercising Your Rights

To exercise your rights, contact us at info@shapeshifternutrition.co.uk.

Identity verification may be required, and we aim to respond within one month.

7. Statutory Rights

Nothing in these Terms & Conditions, Shipping Policy, Returns Policy, or Privacy Policy affects your statutory rights under:

  • The Consumer Rights Act 2015
  • The Consumer Contracts Regulations 2013
  • Any other applicable UK legislation

You retain all rights provided by law.

8. Contact Us

If you have any questions regarding orders, delivery, or returns, please contact us:

Email: info@shapeshifternutrition.co.uk
Phone: 028 9521 6177

Our team is committed to providing prompt and helpful support.

9. Key Deadlines to Remember

  • 14 days – Return period for unopened and unused items from delivery date
  • 7 days – Timeframe to report damaged, faulty, or incorrect items
  • 14 working days – A parcel is considered lost after this period from the expected delivery date