Returns & Refunds Policy

Last Updated: 27/07/2024

We’re confident that you will LOVE Herbalife Nutrition and our products. But, in the unlikely event you want to return any Herbalife items that you’ve purchased from us at DietPal, you can use our 30-Day Money Back Guarantee for a full refund, no questions asked! These terms govern how we handle returns and refunds.

Returns Policy

When arranging a return, please inform us of the order number and reason for return and instructions will be provided as to where to return your item.
1. We can only accept return requests from the customer named on the order. Return requests must be made from the registered email address associated with the account that placed the order.
2. We can only accept return requests for products purchased from our website, https://dietpal.co.uk – we cannot accept returns purchased from elsewhere.
3. We can only offer refunds to the registered payment method.
4. For traceability reasons, we can only accept returns that are contained in the original packaging.
If you’d rather exchange your items, please let us know. Exchanges can only be shipped to the shipping address on the order.
Gift cards are non-returnable and non-refundable.
If you change your mind and no longer want your order, you can request a return and the easiest way to return the product is to refuse the delivery. The delivery will automatically be returned to us.
If you change your mind after your order has been delivered, you must return the order using a delivery service which includes tracking and photographic proof of delivery. The customer remains responsible for the order until we have safely received it at the return delivery address; we recommend using DPD, Yodel or Evri who provide photographic proof of delivery.
When returning your item, you must make sure the courier will only deliver to the return address provided above, whilst we will endeavour to retrieve any order that is delivered to a “safe place” or to a neighbour, we cannot guarantee this and bear no responsibility for returns that are delivered incorrectly. It is your responsibility to ensure that returned orders are delivered to us. Our recommended couriers including Yodel, Evri and DPD all have an option to not deliver to a neighbour or safe place. If a return is undelivered or not delivered correctly and we have been unable to retrieve it, it is the customer’s responsibility to raise this with the courier as a missing parcel claim.
If the returned order is not delivered to the return address, or is delivered incorrectly, for example to a “safe place” which isn’t authorised by us or to a neighbour, it is the customer’s responsibility to raise a claim with the courier they have chosen; this is because we are not the courier’s customer and have no contract with them so in most cases, they would not accept a dispute from us.
Our address for returns is: 20 Shakespeare Close, Leicester, LE3 2SX. Please only return an item after your return request has been approved.
When you have sent your return via your selected courier, please ensure you email us at hello@dietpal.co.uk including your full name, order number and a copy of the tracking number including the courier’s name in the body of your email, including a photograph of your receipt/order confirmation of the return as an attachment. This allows us to trace your return.
Returns are completed once we have safely received and inspected the return, this may take up to 30 days. If the parcel has been delivered incorrectly, to a neighbour or a “safe place” and we are unable to retrieve the order, we cannot issue a refund or exchange and the customer must raise a missing parcel dispute with the courier to be reimbursed. It is the customer’s responsibility to ensure they have used a tracked delivery service and insured the return with the courier to the correct value. The customer is also responsible for ensuring the parcel is delivered to the correct address in this returns policy and that the courier is made aware to only deliver to the address and not to any neighbours or “safe places”. Please see our returns policy above.

How to make a return request:

To request a return, please email us at hello@dietpal.co.uk including your order number, full name and what items you are returning and why. We do not accept return requests over the phone or by post. Please do not return products before your return request is approved.

Exchanges

We do not offer exchanges. The fastest way to get the product you want is to purchase the item as a separate order and raise a return request for the item you would like to return. If you have any concerns, please don’t hesitate to get in touch, we’re always happy to help.

14-Day Cooling Off Period

You have the right to cancel at any time within 14 days of placing your order for a full refund. All purchases must be returned in the original condition in which they were received, in their original package with original seals.

Refunds

Refunds are automatically made to the original payment method. We cannot change this. If you have any questions or concerns, please don’t hesitate to contact us.
Once approved, refunds may take 3-5 working days to reflect on the original payment method, not including any processing times. Our processing times can take up to 30 days depending on your bank.
Refunds for returned products are only issued once we have received the return. If a return is requested, we can only process a refund once we have checked your order back into our system.
If you are a gift recipient and wish to return your order, please contact us with the details of the original order and you will be issued with a refund credit for the value of the returned items. Refund credits are virtual currency which can be used to purchase items on our website. They have no monetary value outside of our website and cannot be sold or transferred.
We are unable to refund coupons and discount codes used to purchase products on our website, nor can we replace any coupons or discount codes. If you have any questions or concerns, please don’t hesitate to contact us.
We reserve the right to refuse refund requests if they are outside of the returns time limit set out above but even if you are outside of the return window, if you remain dissatisfied for any reason, please don’t hesitate to reach us.
Refunds may take up to 30 days to be processed by us in addition to your bank’s processing times.
Refunds for returned orders are only approved after we have safely received and inspected the return, this may take up to 30 days. Please review the returns policy above.
If an order is returned and delivered incorrectly, to the wrong address, to a neighbour or to a “safe place”, we can only issue a refund once the order has been retrieved and inspected. If we are unable to retrieve the order, we cannot issue a refund and the customer must raise a missing parcel dispute with the courier to be reimbursed. It is the customer’s responsibility to ensure they have used a tracked delivery service and insured the return with the courier to the correct value. The customer is also responsible for ensuring the parcel is delivered to the correct address in this returns policy and that the courier is made aware to only deliver to the address and not to any neighbours or “safe places”. Please see our returns policy above.