Refunds & Returns Policy (B2B)

Last updated: 26 October 2026

This policy applies to trade (B2B) orders placed with M/S NutrivioGlobal. It forms part of our Terms of Sale. Because our goods are ingredients and products made or packed to each buyer’s order, we do not accept returns for change of mind.

1. When a return, replacement or refund applies

We will provide a remedy where goods we supplied:

• do not conform to the specification agreed in the order confirmation;
• are a different product, grade or quantity from that ordered; or
• were damaged in transit where we were responsible for transport under the agreed Incoterm.

2. How to make a claim

• Notify visible damage or shortage in writing within 7 days of arrival, with photographs and the delivery documents.
• Notify any other non-conformity in writing within 15 days of arrival, with the order number, batch number, a description of the problem and supporting evidence such as test reports from an accredited laboratory using the methods in the agreed specification.
• Keep the goods in their original packaging under the recommended storage conditions, and do not use, process or resell them until we have resolved the claim.

3. Investigation

We acknowledge claims within 2 business days and investigate using our batch records and retained samples, and the evidence you provide. Where results differ, the parties may agree to have a retained sample tested by an independent accredited laboratory; its result will be binding, and the cost will be paid by the party whose position is not upheld.

4. Remedies

If the claim is upheld, we will, at our option and after discussion with you:

• replace the non-conforming goods;
• issue a credit note against future orders; or
• refund the price paid for the non-conforming goods.

Our liability is limited as set out in our Terms of Sale.

5. Goods that cannot be returned

Unless they are non-conforming, the following cannot be returned or refunded: private-label, custom-formulated, custom-packed or printed goods; goods that have been opened, used, processed or mixed; goods not stored as recommended; and samples.

6. Returning goods

Goods may be returned only after we issue a written return authorisation and reference. Return shipping, duties and handling for upheld claims are paid by us; otherwise they are paid by the Buyer. Alternatively, we may ask you to dispose of non-conforming goods locally and provide a certificate of destruction.

7. Refunds

Approved refunds are paid within 15 business days of approval, to the bank account from which payment was received, in the original currency. Bank charges and exchange-rate differences are not refunded unless the error was ours.

8. Cancellations

Orders cancelled by the Buyer after confirmation are subject to the Terms of Sale; costs already incurred for raw materials, packaging and printed materials are payable.

9. Contact

Send claims through our Contact page or to your sales contact, quoting your order and batch number.