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Complaints and Returns

GENERAL TERMS AND CONDITIONS FOR FILING COMPLAINTS

  1. Complaints regarding purchased Products can be submitted in writing to the address: WAREHOUSE IMMORTAL NUTRITION, ul. Podmiejska 21, 41-940 Piekary Śląskie, with the note: COMPLAINT, or via email to: shop@immortalnutrition.eu. In the case of an email complaint, a scanned copy of the completed complaint form, along with photographic documentation and a damage report signed in the presence of the delivery person, must be attached.
  2. Complaints may only concern defects arising from causes inherent in the purchased Product, provided that the Customer has followed the correct usage guidelines for the Product.
  3. The Seller undertakes to review the complaint within 14 business days from the date of submission and inform the Customer of the complaint resolution. If the complaint requires additional information, this period may be extended by the time necessary to provide the missing details.
  4. If the complaint is accepted, the Product should be sent back to WAREHOUSE IMMORTAL NUTRITION, ul. Podmiejska 21, 41-940 Piekary Śląskie, with the note: COMPLAINT, in its original packaging along with a correctly completed complaint form. The Product must be properly secured against damage during transport, as damage occurring during shipment may result in the rejection of the complaint.
  5. If the complaint is approved, the Seller will replace the defective Product with a new, fault-free one. If replacing the Product is not possible (e.g., due to stock depletion), the Customer may request a full refund of the purchase price.
  6. Complaints will not be considered in cases related to the consumption of Products whose effects and impact did not meet the Customer’s individual expectations. Dietary supplements and other Products available in the Online Store have different effects on the body depending on the individual characteristics of the user, which is not a basis for a complaint.
  7. The Customer has the right to request the replacement of a defective Product with a defect-free one. If the Seller is unable to fulfill this request, the Customer may demand a refund.
  8. Failure to meet the above conditions, such as providing incomplete complaint documentation or failing to properly secure the Product against damage during transport, may result in the complaint being rejected.

PRODUCT RETURN PROCEDURE

  1. Right of Withdrawal: A Customer who is a Consumer has the right to withdraw from the Sales Agreement of the Product without giving any reason within 14 days from the day they took possession of the Product, or the day a third party designated by the Customer (other than the carrier) took possession of the Product.

  2. To exercise the right of withdrawal, the Customer should submit a written statement and send it to: WAREHOUSE IMMORTAL NUTRITION, ul. Podmiejska 21, 41-940 Piekary Śląskie, or via email to: shop@immortalnutrition.eu. The Customer may use the withdrawal form available on the Store’s website.

  3. The Product must be returned to WAREHOUSE IMMORTAL NUTRITION, ul. Podmiejska 21, 41-940 Piekary Śląskie, without undue delay, but no later than 14 days from the day the Customer informed the Seller about the withdrawal from the agreement. To meet the deadline, it is sufficient to send the Product back before the expiration of the 14-day period.

  4. The Customer bears the cost of returning the Product. The Product must be returned in an unchanged state unless the change was necessary within the limits of normal use (e.g., checking the Product’s functionality). The Product must be properly secured for transport.

  5. The Seller will refund the Customer all payments received, including the cost of delivering the Product to the Customer (except for any additional costs resulting from the Customer choosing a delivery method other than the cheapest standard option offered by the Seller), without undue delay and no later than 14 days from the day the Seller receives the withdrawal statement. The Seller may withhold the refund until the returned Product is received or until the Customer provides proof of its shipment, whichever occurs first.

  6. The refund will be processed using the same payment method used by the Customer unless the Customer explicitly agrees to a different refund method, which does not involve any additional costs.

ATTACHMENTS

Important! Complaints and returns must be submitted in accordance with the above procedures to be properly processed. If you have any questions or need assistance, please contact us: shop@immortalnutrition.eu.