• Shipping Information

    Below you’ll find our company policies, designed to ensure transparency, fairness, and clarity. Please review each section carefully to understand how we operate and protect our customers

Shipping 

We can ship to virtually anywhere within the UK. Note however that there are restrictions on some geographic locations (Northern Ireland, the Highlands of Scotland, the Isle of Man, the Isle of Wight etc) which can mean we are unable to deliver. Addresses north of Inverness are a 2 day delivery zone. Further details can be found in our Terms and Conditions. If you have any concerns about when your order should be received, please call us. 

Please also note that the shipping rates for our products are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram. 

We also offer a Click and Collect service from our Factory Outlet in Camberley (GU15 2QR). If you wish to collect please choose a collection time at the checkout and let us know which day you plan on collecting (Monday-Saturday, excluding Bank Holidays). We ask for a minimum of 1 hour notice before collecting so we can make sure your order is ready in time. 

For pricing, please refer to your price list. 


Returns Policy 

You may return any product in the extremely unlikely event that you are dissatisfied with it. However, we must insist that the product is unused and has remained frozen since first delivered in order for us to accept any returns. All returns must be sent by next day courier to our factory address. Upon receipt of any returns in good condition, we will then process your refund. Please bear in mind that any refund may take a couple of days to show in your account. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc.). 

Your statutory rights as a consumer are not affected. 

If you need to return an item, simply email us with the product name, batch number and reason for return. We’ll notify you via e-mail of your refund once we’ve received and processed the returned item. 


Delivery Days & Bank Holidays 

Please note that we do not ship on Sundays or public holidays such as Good Friday, Christmas Day, Boxing Day and New Year’s Day. Orders received on these days will be dispatched on the next working day. If you have any concerns about when your order will be received, please feel free to call us. Orders following bank holidays can take an extra day due to the higher level of parcels our couriers have to deliver. 


When will my order be received? 

We ship Sunday-Thursday for next day delivery, excluding bank holidays. Some areas (Scottish Highlands and islands) are subject to 48hour delivery times.

Orders up to 150kg - order on day 1 before 1pm (Monday-Thursday) for same day shipping, delivery on day 2.
 
Orders 150kg+ - larger orders are subject to an additional day packing and processing time. If we have capacity to ship same day, we will, however this isn't always possible. Order on day 1 (before 1pm), for next day shipping, delivery on day 3.
 
Monday deliveries - available for orders under 140kg! Order before 1pm on Friday for this service (excludes bank holiday delivery days).

Please note: During busier times we may reach capacity with our couriers earlier in the day, particularly after Bank Holidays. We suggest you order as early as possible as we can't always adhere to our usual cut-off time. 

Please keep an eye out for your shipping notification via email and correspondence from our couriers (either via email or text message) for confirmation as to when your order will arrive. 


What happens if, in the unlikely circumstance, my order is delayed? 

Unfortunately our courier sometimes have no choice but to delay orders due to different unforeseeable reasons such as vans breaking down. 

If you have been notified about your order being delayed then please contact us on 01276 63554 so that we can track you order and aim to get it out for delivery on your expected delivery date. If we are unable to get it delivered on this day, your order will be with you the following day. Your order should be absolutely fine for 2-3days in the packaging we provide. 

In the unlikely circumstance that you're not completely satisfied with your order when it arrives then please notify us as soon as possible. 

By providing your mobile number with your order, our courier service will be able to give you an update via SMS (text messaging). 


Once dispatched, can I change the delivery date on my order? 

One orders are dispatched we are unable to change the delivery date. If you no longer need your order please refer to our refunds policy. 


Will my order arrive okay when the weather is hot? 

The packaging we supply our products in keep the goods frozen for 2-3 days, however during hotter months (particularly if you experience a delay) our products may arrive slightly tempered around the edges. If you receive an order in this condition do not worry - our products can be put into your freezer and used as normal. If you have any concerns about the condition your order has arrived in please do get in touch with us so we can advise further. 

 

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. 


The following terms are applicable for any products that You purchased with Us. 

INTERPRETATION AND DEFINITIONS 


INTERPRETATION 

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural. 


DEFINITIONS 

For the purposes of this Return and Refund Policy: 

Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to THE NUTRIMENT COMPANY UK I LIMITED, Units 10-12, Trade City Frimley, Lyon Way, Frimley, Camberley, Surrey, GU16 7AL. 

Goods refer to the items offered for sale on the Service. 

Orders mean a request by You to purchase Goods from Us. 

Service refers to the Website. 

Website refers to Nutriment, accessible from https://www.nutriment.co.uk and https://trade.nutriment.co.uk/ 

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable. 


YOUR ORDER CANCELLATION RIGHTS 

You are entitled to cancel Your Order at any stage prior to your order reaching “Picking/Packing” status. 

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by: 

  • By phone number: 01276 608500
  • We will reimburse You no later than 5 working days from confirming that your order has been cancelled. Please note that refunds can take 2-3 days to clear in to your account. 

CONDITIONS FOR RETURNS 

In the unlikely circumstance you’d like to return your order, the deadline for notifying of a return is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered. 

In order for the Goods to be eligible for a return, please make sure that: 

  • The Goods were purchased in the last 14 days 
  • The Goods are in the original packaging 
  • The Goods were not used or damaged 
  • You have the receipt or proof of purchase 

 

The following Goods cannot be returned: 

  • The supply of Goods made to Your specifications or clearly personalized. 
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over. 
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. 
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items. 
  • We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion. 

RETURNING GOODS 

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods to the following address, to arrive within 14 days of notifying us of your return: 

Nutriment Ltd, Enterprise House, Bridge Road, Camberley, Surrey GU15 2QR 

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery. 

If the return is a result of our error (for example, you received an incorrect item) we will pay the return shipping costs for that item. 


EXCHANGES 

If you need to exchange a product for the same one, contact us. Please note that We only replace Goods you received defective or damaged. 


GIFTS 

If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You. 

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver. 


CONTACT US 

If you have any questions about our Returns and Refunds Policy, please contact us: 

By email: management@nutriment.co 

By visiting this page on our website: https://trade.nutriment.co.uk/pages/contact-us

 By phone number: 01276 608500