Would you like to return an item, because you realized that maybe you don’t really need it? (Don’t worry: been there, done that.) It’s possible to return an item within 28 days after receiving your order if the item is complete, undamaged, in its original state and packaging, and in case of nutrition (supplements): unopened.
- FOR CUSTOMERS THAT LIVE IN THE NETHERLANDS, FRANCE, BELGIUM, LUXEMBOURG, GERMANY OR AUSTRIA: Send an e-mail to [email protected] to request a return label that you can print out and paste on the outside of the package you’re returning. Returning an item is FREE if you use this return label.
FOR CUSTOMERS THAT LIVE IN ANY OTHER COUNTRY THAN THE AFORMENTIONED: Paste the return label that’s available on this packing slip on the outside of the package you’re returning. The costs of returning an item are for your own expense.
- Return the package using the local postal carrier. In case you can return an item for free, use the postal carrier that is written on the return label (for example DHL, bpost, La Poste, DPD). If you are unsure which carrier to use, please send an e-mail to [email protected].
- Please retain proof of postage until we have confirmed your refund has been processed. It can take up to 21 working days for a return to get back to us.
- Returned items will be refunded (if you are entitled to a refund) as quickly as possible, and always within 14 working days after receiving the returned items, unless you would like to receive a replacement item. If you returned your whole order, the original delivery costs will be refunded as well. If you only return a part of your order, only the costs for the returned item(s) are refunded to you. Depending on the payment method you used, it can vary how long it takes before you receive the money on your account.
You do not have to return an item in any of the situations below:
- I received the wrong item
Our apologies if you have received the wrong item by mistake! In order to resolve this issue as quickly as possible, please send an e-mail to [email protected] and make sure to mention your order number and a picture of the items that you received. Also, please mention whether you would like to receive a refund or a replacement, so we can help you as quickly as possible.
- I received a broken/damaged item
Unfortunately, there is a small chance that you receive a broken/damaged item. We apologize if this happened to you and would like to fix this problem as quickly as possible. Therefore, we politely ask you to send an e-mail to [email protected] immediately after noticing that the item you received is broken/damaged. Please mention your order number and a picture of the broken/damaged item, and we will offer you the best help we can.
- The item I received exceeds its shelf life date
We regret that the item you received exceeds its shelf life date – this was not supposed to happen, so please accept our apology. It would be great if you could e-mail [email protected] directly after finding out. Please mention your order number and a picture of the exceeded shelf life date, and our customer service will be ready to help you.
As a consumer, you have the right to receive a decent product, and we want to respect your rights as a consumer fully. Therefore, if you have received a product that is broken, damaged, incomplete, has an expired shelf life date, etc., you have the right to receive a replacement product free of charge. If this has happened to you, we deeply apologize and would like to ask you to contact our customer service as soon as possible. Please not that you don’t have to return the item in the aforementioned case.
We are sorry to hear that you have a complaint about our product(s) or service(s) and would like to apologize for any inconvenience. Please let our customer service know about the complaint by filling in our contact form or by post at:
Customer Service NXT Level
1006 JA Amsterdam