Refund policy

Refund Policy

Last updated: April 20, 2026

Thank you for shopping with Toplux Nutrients. We want you to feel confident about every purchase you make with us. This Refund Policy explains how refunds, returns, and cancellations work and should be read alongside our Terms of Service.

By placing an order with us, you agree to this Refund Policy.

1. Summary at a Glance

Order type Refund eligibility
One-off order Case-by-case within 14 days
Subscription order (first or renewal, shipped) Not eligible
Subscription order (unopened, returned within 7 days of delivery) Store credit only, at our discretion
Damaged in transit or wrong item received Replacement or refund
Lost package (carrier confirms non-delivery) Case-by-case
Lost package (carrier confirms delivered) Not our responsibility

2. One-Off (Non-Subscription) Orders

Refunds on one-off orders are reviewed on a case-by-case basis at our sole discretion.

How to request a refund

Email us at topluxnutrientshelp@outlook.com within 14 days of delivery with:

  • Your order number
  • The reason for the request
  • Photos of the product if it arrived damaged, incorrect, or defective (please include the outer packaging, the product, and the tamper seal or any protective packaging)

What can happen

After reviewing your request, we may:

  • Issue a full refund to the original payment method
  • Issue a partial refund
  • Send a replacement
  • Offer store credit
  • Decline the request

Approved refunds are processed within 5–10 business days of approval. Your bank or card issuer may take additional time to reflect the refund on your statement.

What is not eligible

  • Requests submitted more than 14 days after delivery
  • Products that have been opened, used, or had the tamper seal broken
  • Products damaged by the customer after delivery
  • Requests based purely on personal preference (for example, taste, the product not producing the desired effect within a short time frame)
  • Orders where a promotional discount was used in a manner we reasonably suspect to be abusive (see Section 5)

Original shipping charges are non-refundable unless the return is a result of our error (wrong item, damaged, or defective).

3. Subscription Orders

Subscriptions give you a discounted price (including a 15% subscriber discount and any equivalent offer) in exchange for recurring deliveries.

3.1 Cancelling your subscription

You can cancel your subscription at any time before your next renewal ships by:

  • Logging into your customer account and managing your subscription, or
  • Emailing topluxnutrientshelp@outlook.com before your next renewal date

Cancellation takes effect for the next scheduled delivery. It does not affect any order that has already been processed or shipped.

3.2 Subscription orders are non-refundable

All subscription orders — first orders and every renewal — are non-refundable once shipped. This includes orders where you forgot a renewal was coming, missed a cancellation window, or changed your mind after shipment.

We maintain this policy because of repeated abuse of the subscriber discount in the past, where customers claimed the 15% (or other promotional) discount, received their product, then requested a full refund or cancellation while keeping the product. This policy is in place to protect the integrity of the subscription program for all our subscribers.

3.3 Unopened, undamaged renewals

If an unwanted renewal ships and the product arrives unopened, sealed, and in perfect condition, you may contact us within 7 days of delivery to request a return. If approved at our discretion:

  • You cover the return shipping cost
  • You must return the item in its original condition, unopened, with any seal or protective packaging intact
  • Upon receipt and inspection, we may issue store credit only (not a refund to your original payment method)

3.4 Opened or used subscription products

Opened or used subscription products cannot be cancelled, returned, refunded, or exchanged for any reason. For the health and safety of all customers, we cannot accept returns of opened, used, or tamper-broken supplement bottles under any circumstance.

3.5 Failed payments

If a subscription payment fails, we may retry the charge or pause your subscription. Repeated failed payments may result in cancellation without notice.

4. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or is not what you ordered, we will make it right.

Email topluxnutrientshelp@outlook.com within 14 days of delivery with:

  • Your order number
  • Clear photos of the outer packaging, the product, and the damage or issue
  • A description of what went wrong

We will offer a replacement, a refund, or store credit at your preference.

5. Discount and Promotion Misuse

Promotional discounts (including first-order discounts, welcome offers, bundle discounts, and subscriber discounts) are intended for genuine customer use.

We reserve the right to refuse, void, or reverse any refund or cancellation request where we reasonably suspect the order was placed with the intention of exploiting a discount — for example, where a customer creates multiple accounts to claim a first-order discount repeatedly, or claims a subscription discount and then immediately requests a refund while keeping the product.

6. Chargebacks

If you have a concern about an order, please contact us first at topluxnutrientshelp@outlook.com. We want the chance to fix it.

Opening a chargeback or dispute with your bank or card issuer before contacting us may result in your account being suspended and future orders being refused. We will dispute chargebacks where we have delivery confirmation and where you did not first attempt to resolve the issue with us.

7. Shipping and Delivery Issues

Estimated delivery: 6–27 business days from dispatch, depending on location and carrier. These are estimates only and are not guaranteed.

Package marked delivered but not received: Please contact the carrier first, check with neighbors, and look around your delivery location. If the package cannot be located, contact us at topluxnutrientshelp@outlook.com. We will assist where possible but are not liable for packages confirmed as delivered by the carrier.

Customs, duties, and import taxes: These are the responsibility of the recipient and are not refundable.

Incorrect shipping address at checkout: If an order is returned to us due to an incorrect address provided at checkout, we can reship at your cost or issue a refund for the product price (less original shipping and any return fees charged by the carrier).

8. How Refunds Are Issued

Approved refunds are issued to the original payment method used at checkout. Refunds typically process within 5–10 business days on our end. Your bank or card issuer may take additional time (often 3–10 business days more) to post the refund to your account.

Store credit, where offered, is issued as a code valid for 12 months from the date of issue.

9. Contact

All refund, return, subscription cancellation, and delivery issue requests should be directed to:

topluxnutrientshelp@outlook.com

Please include your order number in every message so we can help you faster.