Last Updated: 06/10/2023

Deliveries & Orders

It is the customer’s responsibility to ensure that they are purchasing suitable products on our websites. We accept no liability for injury, damage, illness or other harm caused by our products resulting from improper use or negligence. Always follow the instructions on the packaging, if you’re unsure, contact the manufacturer for further advice. It is the customer’s responsibility to ensure that the products they purchase are suitable for them and compatible with their health, always read the label, the ingredients and nutritional information. All items are purchased individually unless otherwise stated. Whilst some product images may show multiple products in a single image, unless otherwise stated, you will be purchasing a single unit of the individual product. You may receive a multipack or wholesale pack of any products where the relevant quantity is selected; there is no guarantee that products will be shipped as a multipack. Our default delivery method is to send via Evri and dispatch is usually within 3-5 working days, subject to stock availability. In certain circumstances, your product may be delivered directly from manufacturer and lead times may vary. We reserve the right to suspend any delivery without notice if fraudulent activity is suspected or if we receive notification from the cardholder of the relevant payment card, law enforcement authority, local authority, etc.

Herbalife Returns (only applicable to Herbalife Nutrition branded products)

Gift cars are not eligible for a return.

To request a return, we require a receipt or proof of purchase if the item has been purchased in-store. For online orders, please email us at hello@dietpal.co.uk including your order number, item number, full item name and the reason for return. There is currently no way to raise a return request by phone or other means. Upon approval of your return request, we will provide you with further information as to how or where to return your item. Some options we may suggest include sending via Royal Mail or another courier service, home collection or parcel locker drop off. Sometimes, you may be required to return the product to the manufacturer directly. The customer is responsible for return postage costs for unwanted items. There are certain situations where only partial refunds are granted:

• Books, clothes and electronics with obvious signs of use.
• Digital content and other media including , CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened, downloaded or used.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error or manufacturer fault.
• Any item that is returned more than 30 days after delivery.

Where special terms apply to specific products or product categories, a notice will be displayed both on the website and product listing pages. A list of product categories and their specific terms are listed below: There are no product categories or products where special terms apply. You can always contact us for any return questions at hello@dietpal.co.uk.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. If you have purchased an item which is to be given as a gift outside of the 30 day returns period set out above, you must inspect the item properly upon receipt before gifting the item. We can only investigate returns/refund requests for damaged products if we are notified within 30 days of receipt and we are only able to offer refunds or exchanges to the customer who purchased the item and not the gift recipient. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only replace items if they are defective or damaged. If you need to exchange it for the same item, please follow the same process for returns but make sure to include the full item name, item number and variant of what you would like to exchange the item for. The item must be equal to or less than the value of the item you purchased.

United Kingdom 14 day cooling off period

You are entitled to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You will be responsible for the return postage or any reasonable costs associated with cancelling your order.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 28 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 28 days. We cannot refund to an alternative payment method. Payments made by Gift Card or other voucher balance are not eligible for a refund and only exchanges for items of the same or lower value will be offered. Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us. Sale items Only regular priced items may be refunded. Sale items cannot be refunded. If more than 29 business days have passed since you’ve sent your return, please contact us at hello@dietpal.co.uk.