Refund Policy
Refunds to your account won't be initiated after your order has left our facilities. However, under specific conditions, we offer credits for the purchase price, including:
- Dispatch of incorrect products.
- Shipment of expired inventory.
- Compromised container seals (broken, damaged, or open). Please note that dented containers with properly sealed contents do not qualify.
- Non-receipt of the order or lack of tracking number update (applicable within 30 days for domestic orders in the USA, and within 45 days for international orders).
In the situations specified above and upon your request, Master Nutritional will either reship the order free of charge or issue an order credit to your account. Note that if a reshipment is chosen, the order won't incur additional charges.
To be eligible for the order credit, you must send an email/ticket to our refund department (refund@masternutritional.com) within 30 days of receiving the defective order. The email subject must be "Refund" with the problem, and the email body must include:
- Your name.
- Order number.
- Photographic evidence displaying incorrect SKUs/labels shipped and expiration date and lot number photos (located at the bottle's bottom) for a thorough investigation.
Upon receiving the ticket with the necessary information, Master Nutritional will communicate the next steps and an estimated completion timeframe.
Claims submitted after 30 days of your purchase will not be accepted.
2. Exchange Policy
Our policy is valid for 30 calendar days from the date of purchase. Unfortunately, if 30 days have lapsed since the purchase, we can't offer an exchange.
Exchange Requirements
To qualify for an exchange, the following criteria must be met:
- Product is defective.
- Product must be in original packaging.
- Product must be unused.
All returns will be inspected to ensure the listed criteria are met. If the product does not meet the criteria, we reserve the right not to issue an exchange. Perishable goods are exempt from being returned.
Proof of Purchase
To complete your exchange, we require a receipt, purchase order, or other proof of purchase. Without proof of purchase, we will not proceed with the exchange.
Sale and Clearance Items
Only regular priced items may be exchanged; sale or clearance items cannot be exchanged.
Shipping Items
- Before returning an order, you must contact us first.
- Returns can be mailed to: 1615 Lakes Pkwy, Suite C, Lawrenceville, GA 30043. You are responsible for paying the shipping costs for the items you wish to exchange. Shipping costs are non-refundable.
- Ensure goods are properly packaged to prevent damage during transit. If the product is found damaged or used beyond reasonable inspection, we may reject an exchange.
Contact Information
For inquiries about this policy or any related matter, contact us at support@masternutritional.com.
Note: This policy was last updated on 10 November 2023.