Shipping & Returns Policy

Effective Date: March 2026

1. Shipping Areas

We currently ship to addresses within Germany and the European Union (EU) / European Economic Area (EEA). Shipping to other countries may be available upon request. Please contact us at support@nutrisensei.com for inquiries about international shipping.

2. Shipping Costs

Shipping costs are calculated during the checkout process based on your delivery address, order weight, and chosen shipping method. All shipping costs are clearly displayed before you finalize your order.

We may offer free shipping promotions from time to time. The conditions for free shipping will be stated on the relevant promotion.

3. Delivery Times

Delivery times are from the date of shipping confirmation. Times are estimates and may vary due to carrier delays, customs processing, holidays, or force majeure events. Business days exclude Saturdays, Sundays, and public holidays.

4. Order Processing

Orders placed before 2:00 PM CET on a business day are generally processed and handed over to the shipping carrier within 1–2 business days. You will receive a shipping confirmation email with a tracking number once your order has been dispatched.

5. Risk of Loss

• For consumers: The risk of accidental loss or damage to the goods passes to you at the time of delivery.
• For business customers: The risk passes to you upon handover of the goods to the shipping carrier.

6. Returns and Right of Withdrawal

As a consumer based in the EU, you have a statutory 14-day right of withdrawal. For full details, please refer to our separate Right of Withdrawal (Widerrufsbelehrung) document.

7. Return Process

To initiate a return, please contact us at returns@nutrisensei.com within the 14-day withdrawal period, or use the model withdrawal form provided in our Right of Withdrawal document.

After receiving confirmation of your withdrawal, please return the products to:

Please ensure items are securely packaged for return. You are not required to use the original packaging.

8. Return Shipping Costs

The direct costs of returning the goods are borne by you (the customer), unless we have expressly agreed otherwise or have failed to inform you of this obligation.

9. Refund Processing

Upon receiving the returned goods (or proof of return shipment, whichever is earlier), we will process your refund within 14 days. The refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise. No fees will be charged for the refund.

10. Condition of Returned Goods

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the products.

11. Exceptions to Returns

The right of withdrawal does not apply to:

• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if the hygiene seal has been broken after delivery. This applies to dietary supplements where the safety seal has been removed.
• Goods that are liable to deteriorate or expire rapidly.
• Products that have been inseparably mixed with other items after delivery.

12. Damaged or Defective Goods

If you receive goods that are damaged during shipping or defective, please contact us within 48 hours of delivery at support@nutrisensei.com with photographic evidence of the damage. We will arrange a replacement or full refund at no additional cost to you. Statutory warranty rights under German law (§§ 434 ff. BGB) remain unaffected.

13. Contact