Last updated: 18/08/2025
Due to the perishable and nature of our products, including NAD+ vials, all sales are considered final once shipped, except where products are damaged, defective, or incorrect upon delivery.
In accordance with the Consumer Contracts Regulations 2013 (Regulation 28(1)(c)), items that are liable to deteriorate or expire rapidly are exempt from return or cancellation rights.
We are unable to accept returns or offer refunds for any reason related to the subjective experience of the product (e.g., perceived effectiveness, or other personal opinion-based reasons).
1. Reporting Damages or Issues
You must inspect your order upon delivery and notify us within 48 hours if:
- The product is damaged
- The product is defective or malfunctioning
- You received the wrong product
- Your order is incomplete
Please email sales@nadaid.co.uk with:
- Your order number
- A clear description of the issue
- Photographic evidence of both the outer packaging and the product itself, including the shipping label
Claims received after 48 hours may not be eligible for replacement or refund.
2. Non-Returnable Products
For safety and quality reasons, we cannot accept returns of any opened or unopened perishable vial products. Once the products leave our controlled storage and shipping process, we cannot verify the conditions under which they have been stored or handled, nor can they be re-chilled, inspected, or safely resold.
This policy is in place to maintain product integrity and protect the health of our customers.
3. Refunds
Refunds will only be issued if:
- Your product is reported defective, damaged, incomplete, or incorrect within the required timeframe
- Your refund request is approved by our team in writing
Refunds will be processed to your original payment method within 10 business days after approval, including any applicable postage costs where we are at fault.
4. Exchanges
We only replace items if they are defective or damaged upon delivery. If approved, a replacement will be shipped at no additional cost.
5. Delivery Responsibility
Risk in the goods passes to you upon delivery to the address provided at checkout, as confirmed by the courier’s delivery scan or photographic evidence.
We are not responsible for delivery issues caused by an incorrect or incomplete address provided by the customer.
6. Storage Recommendations
Our products are manufactured and tested to remain stable at normal room temperature during transit and prior to opening. This means that standard shipping times of up to 5–7 days at ambient temperature will not affect product quality or effectiveness.
Once opened, we recommend storing products in a refrigerator to help maintain maximum potency over time. This recommendation is for product longevity and does not indicate that the product becomes unsafe at room temperature.
We are not responsible for product degradation caused by failure to follow recommended storage guidelines after opening.
7. Health & Suitability
For any questions regarding the health implications or suitability of our products, we recommend consulting your GP or a qualified healthcare professional before use.
Changes to this Refund Policy
We reserve the right to modify or update this refund policy at any time without prior notice. We encourage you to review this policy periodically to stay informed of any changes.