Refund policy
Last updated: 3 August 2026
This policy applies to all purchases made at geeknutri.shop ("Geek Supplements", "we", "us"). Geek Supplements is operated by Vellys Company LLC, a company registered in the United States. We currently sell to customers in the United Kingdom.
Our goal is simple: if something is wrong with your order, we will fix it. Please read this policy before requesting a return, and always contact us first at help@geeknutri.shop.
1. Quick Summary
- You have 14 days after receiving your order to change your mind and request a cancellation (your legal "cooling-off" right in the UK).
- For hygiene and safety reasons, supplements can only be returned if they are unopened and sealed.
- If your item arrives faulty, damaged, or incorrect, you are protected by the UK Consumer Rights Act 2015 and we will resolve it at no cost to you.
- Always email us before sending anything back. Returns sent without our confirmation cannot be processed.
- Refunds go back to your original payment method, in the currency of your purchase (GBP).
2. Your Right to Cancel (Change of Mind) — 14 Days
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason.
To use this right:
- Email help@geeknutri.shop within 14 days of delivery. State your order number and that you wish to cancel.
- We will reply with return instructions, including the correct return address. Do not send items to the address on the package or to our US mailing address — because our products ship from international warehouses, the return address may be different, and unauthorized returns can be lost.
- Send the items back within 14 days of telling us you want to cancel. Keep your proof of postage.
- We will issue your refund within 14 days of receiving the returned goods, or of receiving your proof of postage, whichever is earlier.
If you cancel your entire order, your refund includes the price of the goods plus the standard delivery cost you paid at checkout (if any).
Condition of returned items: items must be unused, unopened, with all seals intact and in their original packaging. We may reduce your refund if the value of an item has been diminished by handling beyond what is needed to inspect it — for example, if the packaging seal has been broken.
3. Important: Sealed Health Products Cannot Be Returned Once Opened
Because we sell supplements and other consumable health products, UK law (Consumer Contracts Regulations 2013) allows an exception to the cooling-off right: sealed goods that are not suitable for return for health protection or hygiene reasons lose the right of cancellation once unsealed.
In practice this means: if you have opened the bottle, pouch, or protective seal of a supplement, we cannot accept it back for a change-of-mind return. This does not affect your rights if the product is faulty (see Section 4).
4. Faulty, Damaged, or Incorrect Items
This section is separate from the change-of-mind right above. Under the UK Consumer Rights Act 2015, products must be as described, of satisfactory quality, and fit for purpose. If they are not:
- Within 30 days of delivery: you are entitled to a full refund for a faulty item.
- After 30 days and up to 6 months: you are entitled to a replacement, or a refund if a replacement is not possible.
If your order arrives damaged, incorrect, or incomplete, email help@geeknutri.shop within 48 hours of delivery with your order number and clear photos of the product, the packaging, and the shipping label. Reporting quickly helps us claim against the carrier — but it does not limit your statutory rights above.
For confirmed faulty, damaged, or incorrect items, you will not pay anything: we cover the resolution, and if a physical return is needed, we cover the reasonable cost of return postage.
5. How to Start Any Return — Step by Step
- Email help@geeknutri.shop. Include your order number, the item(s) concerned, and the reason (change of mind, damage, wrong item, etc.). For damage or defects, attach photos.
- Wait for our confirmation. We reply on business days, typically within 24 hours, with instructions and the correct return address if a return is needed.
- Ship only after confirmation, using a tracked service, and send us the tracking number. Keep proof of postage until your refund is complete.
- Receive your resolution — refund, replacement, or credit, as agreed.
We cannot take responsibility for returns sent without prior confirmation or to the wrong address.
6. Who Pays Return Shipping
- Change of mind (cooling-off): the customer pays the cost of returning the goods. Please note that because our products ship from international warehouses, the return destination may be international and return postage can be significant. We recommend contacting us first — in many cases we can offer an alternative (see Section 7).
- Faulty, damaged, or incorrect items: we pay. Either we will not require a physical return, or we will cover the reasonable cost of tracked return postage.
7. Alternatives to Returning an Item
Because international return shipping can cost more than the item itself, we may offer you one of the following instead of a physical return, at our discretion and with your agreement:
- A free replacement shipped to you;
- Store credit for the value of the item; or
- A partial or full refund without requiring the return.
These options exist to save you time and postage. They never replace or reduce your statutory rights — if you prefer the standard statutory route, it is always available to you.
8. Refunds: Method, Currency, and Timing
- Refunds are always issued to the original payment method. We cannot refund to a different card or account.
- Refunds are issued in the currency of your purchase (GBP). If your bank or card issuer applied a currency conversion, any difference caused by exchange-rate changes or bank fees is outside our control and is not refundable by us.
- We process approved refunds within 14 days at the latest (see Section 2). Once we process a refund, the time it takes to appear in your account depends on your bank or card issuer — typically 3 to 10 business days. This part of the timeline is controlled by your bank, not by us.
9. Items That Cannot Be Returned
The following are not eligible for change-of-mind returns:
- Supplements or any consumable product with a broken or missing seal (health and hygiene exception — see Section 3);
- Gift cards;
- Personalized or custom-made items, if offered;
- Digital products delivered immediately, if offered;
- Free promotional gifts included with an order.
None of these exclusions apply to faulty items — your statutory rights under Section 4 always stand.
10. Sale and Promotional Items
Items bought on sale, with a discount code, or during a promotion follow exactly the same rules as full-price items: the 14-day cooling-off right and all statutory rights apply. Refunds are based on the amount you actually paid.
11. Chargebacks — Please Talk to Us First
If there is any problem with your order, please contact help@geeknutri.shop before opening a dispute or chargeback with your bank or payment provider. We respond on business days, typically within 24 hours, and we resolve almost every issue directly — usually much faster than a bank dispute, which can freeze the process for weeks. Chargebacks filed without contacting us first may delay your resolution.
12. Contact
- Email: help@geeknutri.shop
- Support hours: Monday to Friday, 9:00–18:00 (London time, UK)
- Average response time: within 24 hours on business days
This policy does not limit any rights you have under the mandatory consumer protection laws of your country of residence.