At Nuts Direct, we are committed to ensuring the satisfaction of our customers. If you are not completely satisfied with your purchase, we offer a comprehensive refund policy to address your concerns. Please read through our refund policy below:

ELIGIBILITY FOR REFUNDS OF GOODS RECEIVED VIA SHIPPING & PURCHASED THROUGH OUR WEBSITE:

To be eligible for a refund of Goods that have already been received (delivered), the following conditions must be met:

1. Timeframe: We do not allow refunds for goods received as they are perishable items unless the items have been damaged upon delivery. In this case the customer must notify us immediately of the situation and no later than 12 hours after receiving their goods.

2. Returned: Goods must be sent back to our facility to be eligible for a full refund. The product must be returned in its original condition, unused, and in the original packaging. Returns can be made by mail. To return a good by mail, please complete the following procedure:

Contact our team by email at info@naturestrack.com to ensure there is a refund request on file.  Depending on the circumstances our company will opt to pay for shipping to be returned to our facility otherwise shipping costs will be the sole responsibility of the customer.

All returns must be shipped to:

Natures Track Health Foods

11 Phillip St.

Swakopmund, Namibia

3. Proof of Purchase: A valid receipt or proof of purchase must be provided.

If all 3 conditions have been met a refund request will be reviewed by our team and you will be notified via email if the request has been accepted or denied.

ELIGIBILITY FOR REFUNDS OF GOODS PURCHASED BUT NOT YET RECEIVED & PURCHASED THROUGH OUR WEBSITE:

To be eligible for a refund of Goods purchased but not yet received, the following conditions must be met:

1. Timeframe: The order must not yet have been shipped

2. Proof of Purchase: A valid receipt or proof of purchase must be provided
3. Request Must Be Made Via Email: please contact our team by email at info@naturestrack.com to ensure there is a refund request on file.

If all 3 conditions have been met a refund request will be reviewed by our team and you will be notified via email if the request has been accepted or denied.

NON-REFUNDABLE ITEMS:

The following items are non-refundable:

• Gift cards

REFUND PROCESS:

Initiating a Refund: To initiate a refund, please contact our customer service team at info@naturestrack.com to ensure the request is on file.

Review: Customer is responsible for providing all evidence needed to justify a refund. This should be included within the initial email requesting a refund.

Approval: Once your refund request is received and reviewed, we will send you an email to notify you of the approval or rejection of your refund.

Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 business days.

LATE OR MISSING REFUNDS:

If you haven’t received a refund yet, please check the following:

• Check your bank account again.
• Contact your credit card company, as it may take some time before your refund is officially posted.
• Contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at info@naturestrack.com.

DAMAGED IN TRANSIT:

If your parcel arrives damaged, please notify us as soon as you open or receive the package.

To help us resolve the issue with our courier service, please take clear photos of the parcel and packaging as you received them, including any visible damage.

Once the damaged item(s) have been returned to us, we will issue a gift voucher for the full value of the damaged item(s), which can be used towards your next purchase. Alternatively, we can arrange to have the item(s) reshipped, depending on your preference.

Thank you for your cooperation and understanding.

NEED TO CONTACT US?

Need help with your order or experiencing an issue with your delivery? Our customer service team is here to assist.

• Email: info@naturestrack.com
• Phone: 064 463 397
• WhatsApp: +264 (0)81 0339 3130
• Hours: Monday–Friday, 8:00am–5:00pm

Whether you have a question about an existing order, need an update on your delivery, or require assistance with a problem, please reach out to us and we’ll be happy to help.

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REFUND & RETURNS POLICY FOR IN STORE PURCHASES

1. WHERE WAS YOUR PRODUCT PURCHASED?

This policy applies to products purchased directly from a Nuts Direct retail store.

Nuts Direct products are also available through independent retailers, stockists, supermarkets, online marketplaces and other third-party sellers.

If you purchased a Nuts Direct product from another retailer or stockist, please return it to the retailer where you originally purchased it. Nuts Direct stores are unable to process refunds or exchanges for products purchased through third parties.

Please note A product carrying genuine Nuts Direct packaging, labelling or branding does not by itself confirm that the product was purchased directly from a Nuts Direct store.

2. CHANGE-OF-MIND RETURNS

If you have simply changed your mind about a purchase, we are happy to consider a return provided the following requirements are met:

• The product is returned within 7 calendar days of the original purchase;
• The product was purchased directly from a Nuts Direct store;
  
• You provide the original receipt or other acceptable proof of purchase;
• The product is unopened and unused;
• The product is in its original packaging;
• The packaging is intact and the product is undamaged;
• The product has not expired; and
• The product is in a condition that allows us to reasonably determine that it has been appropriately stored and remains suitable for resale.

Opened or partially consumed products

Because our products are food items, we cannot accept opened or partially consumed products as change-of-mind returns.

If you have opened a product because you believe there is something wrong with it, please see Product Quality Concerns below. We want to hear from you and will assess genuine quality concerns separately.

3. PROOF OF PURCHASE

A receipt is the easiest way for us to verify your purchase.  When returning a product, please bring your original Nuts Direct receipt where possible.  If you no longer have your receipt, we may still be able to help locate your purchase.

We may ask for information such as:

• The Nuts Direct store where you made the purchase;
• The approximate date of purchase;
• The approximate time of purchase;
• The product or products purchased;
• The quantity purchased;
• The payment method used; and
• Any other transaction details that may help us identify the original purchase.

We will make reasonable efforts to locate a transaction where possible.  However, a refund or exchange cannot be guaranteed if we are unable to reasonably verify the original purchase.

4. PRODUCTS PURCHASED FROM OTHER RETAILERS

If you purchased a Nuts Direct product from an independent retailer, stockist, supermarket, online marketplace or another third-party seller, the product must be returned to the retailer from which you purchased it.

The retailer that sold you the product is responsible for processing the transaction and any applicable refund or exchange.

Nuts Direct stores cannot provide a refund or exchange for a product purchased from another retailer simply because the product is a genuine Nuts Direct product.

5. PRODUCT QUALITY CONCERNS

We take the quality and safety of our products seriously.  If you believe there is a problem with a Nuts Direct product, please contact us as soon as reasonably possible.

Examples of a product-quality concern may include:

• The product tastes unusual or different from what you would expect;
• The product appears spoiled;
• The product appears contaminated;
  
• The packaging is damaged;
• The product appears defective; or
• You believe the product is otherwise not of the expected quality.

Please talk to us A product-quality concern is not the same as a change-of-mind return.

If you have opened a product because you believe there is something wrong with it, please do not assume that it cannot be considered. We may ask you some questions so that we can understand what happened and determine the appropriate way to address your concern.

6. WHAT INFORMATION MAY WE NEED FOR A QUALITY CONCERN?

To help us investigate a product-quality concern, please keep the product and its packaging where possible.

We may ask you for:

• The product;
• Original packaging;
  
• Expiry or best-before information;
• Proof of purchase;
• When and where the product was purchased;
• How the product was stored after purchase; and
• Any other information that may help us investigate the issue.

Photographs may also be requested where appropriate. Providing this information helps us understand the issue and determine the most appropriate resolution.

7. FOOD STORAGE AND PRODUCT CONDITION

Our products are food items and can be affected by factors such as heat, moisture, sunlight and other storage conditions. Once a product has left our store, we cannot control how it is transported or stored.

For this reason, change-of-mind returns must be:

• Unopened;
• Unused;
• Undamaged;
• In their original packaging;
• Within the 7-day return period; and
• In a condition suitable for return.

This does not prevent you from contacting us about a genuine product-quality or safety concern.

THANK YOU

Thank you for choosing Nuts Direct.

We appreciate your business and want every customer to have confidence in the products they purchase from us.

If something isn't right, please talk to us — we're here to help.