Terms of Service

Welcome to Nutrify! We are committed to providing you with a delightful and secure shopping experience. Before you embark on your journey through our website, it's important to familiarize yourself with our terms and conditions. By accessing and using our platform, you agree to comply with these terms. Please take a moment to review the following guidelines carefully.

1. SHIPPING POLICY

At Nutrify Nigeria, we are committed to delivering your order as quickly, safely, and efficiently as possible. This section outlines our order processing timelines, delivery coverage, shipping options, and what you can expect after placing an order.

By placing an order with Nutrify, you confirm that you have read, understood, and agree to this Shipping Policy in full, including the timelines, fees, and change/cancellation windows described below.

Order Processing Time

Orders are processed after successful payment confirmation.

• Orders placed during business hours are typically processed on the same business day.
• Orders placed after business hours, on weekends, or on public holidays will be processed on the next business day.
• During promotional campaigns, festive periods, or periods of high order volume, processing times may be slightly longer.

Order Confirmation

After placing your order, you will receive an order confirmation email. In addition, one of our Customer Care Representatives may contact you by phone to verify your order details before dispatch, during working hours / business days, to ensure accurate delivery information and minimize failed deliveries.

Once your order has been dispatched, you may also receive SMS notifications from our logistics partners (where applicable) with updates on your delivery status.

Please note that order processing time is separate from delivery time.

Delivery Areas

Nutrify currently delivers nationwide across Nigeria, including:

• Lagos Mainland & Island (Lagos Core)
• Extended Lagos Areas (Ikorodu, Badagry, Epe, Ibeju-Lekki, Ojo and Agbara)
• Abuja (FCT)
• Port Harcourt (Rivers State)
• Other Nigerian States
• Selected remote locations

Delivery availability may vary for certain remote or hard-to-reach locations.

Delivery Timelines

Estimated delivery timelines begin after your order has been confirmed and payment has been successfully verified.

Working days do not include weekends and public holidays. These timelines are estimates and may vary depending on logistics operations, weather conditions, public holidays, security situations, or other unforeseen circumstances.

Self Pickup

Self Pickup is currently available in Lagos and Abuja.

• Customers who select Self Pickup during checkout will receive a notification once their order is ready — typically within 1 hour after order confirmation during business hours.
• Customers are advised to wait for their pickup confirmation before visiting the designated pickup location. A valid order confirmation or government-issued identification may be required during collection.

Unclaimed Pickup Orders: orders must be collected within 7 calendar days of the ready-for-pickup notification. Orders not collected within this window will be treated as abandoned; the order will be cancelled and a refund issued to the original payment method, less any non-refundable processing fees. Customers who need more time should contact Customer Support before the window closes.

Shipping Fees

Shipping fees are calculated based on your delivery location and are displayed during checkout before payment is completed.

Shipping charges may vary depending on:

• Delivery destination
• Order weight and dimensions
• Selected delivery option
• Applicable promotional offers

The shipping fee displayed at checkout is the final delivery charge for your order unless additional charges arise due to customer-requested address changes after dispatch, or a redelivery attempt made necessary by incorrect customer information or customer unavailability (see Failed Delivery Attempts below).

Free Shipping

We offer FREE Standard Shipping on qualifying orders of ₦30,000 and above, unless otherwise stated during promotional campaigns.

Free shipping promotions:

• Apply only to eligible orders meeting the minimum threshold.
• May be limited to selected delivery locations or products.
• Cannot be combined with other promotions unless expressly stated.
• The applicable free shipping offer will be displayed during checkout where eligible.

Order Changes

Because orders move into processing shortly after payment, our ability to make changes is time-limited:

• Before dispatch: address, product, or delivery-method changes can be requested by contacting Customer Support, and will be accommodated wherever the order has not yet left our warehouse.
• After dispatch: address changes cannot be guaranteed — see Address Accuracy below.

Change requests submitted more than 30 days after the order date (including requests made after the order has already been delivered, fulfilled, or archived) will not be actioned as an order amendment. At that point the order is considered closed. Customers in this situation should raise a new order, or contact Customer Support to discuss options such as a replacement or store credit on a case-by-case basis.

(For order cancellations specifically, see Section 5, CANCELLATION POLICY.)

Delivery Delays

Delays may occasionally occur due to circumstances beyond our control, including severe weather, public holidays, traffic congestion, security restrictions, courier operational delays, high order volumes during promotions, or force majeure events. If your delivery is significantly delayed, our Customer Support team will make every effort to keep you informed.

Address Accuracy

Customers are responsible for providing complete and accurate delivery information at checkout:

• Full delivery address
• Correct city and state
• Valid phone number
• Nearby landmark where applicable

Incorrect or incomplete addresses may result in delivery delays, additional delivery charges, or unsuccessful delivery attempts.

To update your delivery address after placing your order, contact Customer Support as soon as possible at care@nutrifyng.com or call +234 708-065-2911. We will make every effort to accommodate your request, but changes cannot be guaranteed once your order has been dispatched, and are not available once an order falls outside the 30-day change window above.

Failed Delivery Attempts

If our delivery partner cannot successfully deliver your order — due to the customer being unavailable, an incorrect address, an unreachable phone number, or refused delivery — our Customer Support team or logistics partner may contact you to arrange another attempt.

• Additional delivery charges may apply where the failed delivery resulted from incorrect customer information or customer unavailability.
• We will make up to 2 delivery attempts per order. If both are unsuccessful, the order is returned to our warehouse and the customer is notified.

Customers have 7 calendar days from the return-to-warehouse notification to arrange a paid redelivery or Self Pickup collection. After this window, the order is treated as abandoned and handled per our cancellation and refund process, less delivery and any applicable restocking costs.

Delivery Issues & Claims Window

If your order arrives damaged, incomplete, or incorrect, contact Customer Support within 48 hours of delivery with your order number and, where possible, photos of the item and packaging. Claims raised after this window may not be eligible for a free replacement, as we're unable to verify the product's condition at the point of delivery.

Public Holidays & Weekends

Order processing and deliveries may be limited during weekends and public holidays.

Orders placed during these periods will be processed on the next available business day.

Delivery timelines should therefore be calculated from the processing date rather than the order placement date during such periods.

Order Tracking

Once dispatched, you may receive tracking information via email, SMS, or WhatsApp, depending on the logistics partner. If you have difficulty tracking your order, contact Customer Support with your order number (beginning with #NU).

Shipping-Related Contact

Email: care@nutrifyng.com
Phone: +234 708-065-2911

Please include your order number (e.g. #NU123456) for faster assistance.

2. PAYMENT POLICY

Your payment security is of utmost importance to us. Our Payment Policy covers accepted payment methods, processing procedures, sales tax application, currency information, and refund processes. By making a purchase on our platform, you acknowledge and accept the terms outlined in this section.

• Payment Options: We do not accept direct bank transfer. Only Visa or Mastercard will be accepted through our website.
• Payment Security: Payments are processed through our partner secure gateway, Paystack, and your direct bank for transfers.
• Order Processing: Orders are processed and shipped only after full payment confirmation.
• Sales Tax: Sales tax is applied and already included in the total product cost.
• Currency: Prices are listed in Naira. For international orders, your bank or credit card issuer may charge a currency conversion fee.
• Refunds: Refer to our Returns Policy for information on returns and refunds.
• Fraud Prevention: We reserve the right to cancel suspicious or fraudulent orders, issuing a full refund.
• Payment Disputes: If you have a dispute, contact us immediately with proof for resolution.
• Payment Information Storage: We don't store your payment information on our servers; it's securely transmitted to payment processors.
• Changes to Payment Policy: We may update our Payment Policy; any changes will be posted on our website and take effect immediately.

3. RETURN POLICY

While we strive to meet your expectations, our Return Policy provides insights into our approach regarding returns for nutraceutical products, handling damaged or incorrect items, and any updates to this policy.

We currently do not accept returns for nutraceutical products. If you receive a damaged or incorrect item, contact us within 48 hours of delivery (see Section 1, Delivery Issues & Claims Window) for a replacement at no additional cost.

Changes to Return Policy: We may update our Return Policy; any changes will be posted on our website and take effect immediately. For questions or concerns, please contact us.

4. EXCHANGE POLICY

We do not offer exchanges currently.

Changes to Exchange Policy: We may update our Exchange Policy; any changes will be posted on our website and take effect immediately.

5. CANCELLATION POLICY

At Nutrify, we understand that circumstances may arise requiring the cancellation of an order. Please review our cancellation policy carefully:

Cancellation Conditions

• Before Shipment: You may cancel an order before it is shipped. Please contact us immediately via email or phone to initiate the cancellation process.
• After Shipment: Once an order is shipped, it cannot be cancelled.

Cancellation Fees

• Before Shipment: Orders cancelled before shipment will not incur any cancellation fees.
• After Shipment: No cancellations are accepted after shipment.

Refund Process

• Before Shipment: If the cancellation is requested before shipment, a full refund will be processed to the original payment method.
• After Shipment: No cancellations are accepted after shipment.

Cancellation requests are also subject to the 30-day change window described in Section 1, Order Changes — cancellation requests made more than 30 days after the order date will not be actioned, regardless of shipment status.

Contact Information for Cancellation

To initiate the cancellation process or for any questions related to order cancellations, please contact our customer support team at care@nutrifyng.com or call us at +234 708-065-2911.

We reserve the right to update, modify, or revise our Cancellation Policy at any time. Any changes will be posted on our website and take effect immediately.

By placing an order with Nutrify, you acknowledge and agree to comply with our Cancellation Policy.

6. PRIVACY POLICY

At Nutrify, your privacy is important to us. Our privacy policy outlines how we collect, use, and protect your personal information. For detailed information, please refer to our Privacy Policy.

7. INTELLECTUAL PROPERTY POLICY

To understand how our intellectual property can be used, please refer to our Intellectual Property Policy.