Refund policy

Effective date: 20 July 2026

At Elevate Nutrition, we take pride in providing high-quality products. If something isn't right with your order, we're here to help. This policy explains when you may return a product and when a refund or replacement may be available.

By purchasing from Elevate Nutrition, you agree to this Returns & Refunds Policy.

1. Returns Eligibility

You may request a return if:

  • You received the wrong product.

  • Your order arrived damaged or defective.

  • Your order was incomplete.

  • The product has a manufacturing defect.

  • The product is within its expiry date but is not of acceptable quality.

To qualify for a return, you must contact us within 7 days of receiving your order.

Where possible, products should be:

  • Unused and in their original condition.

  • In their original packaging.

  • Accompanied by proof of purchase (such as your order confirmation or invoice).

2. Products That Cannot Be Returned

For hygiene and food safety reasons, we cannot accept returns of:

  • Opened or used supplement products unless they are defective.

  • Products that have been damaged due to misuse, improper storage, or normal wear and tear.

  • Products purchased from third-party retailers (please contact the retailer directly).

3. Damaged, Incorrect or Defective Products

If you receive a product that is damaged, incorrect, or defective, please email us within 7 days of delivery with:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product and packaging.

Once we have assessed your claim, we may, at our discretion:

  • Replace the product,

  • Refund the purchase price, or

  • Provide another appropriate remedy in accordance with applicable consumer protection laws.

If the return is approved because of our error or a defective product, we will cover the reasonable cost of return shipping.

4. Change of Mind

Because our products are consumable nutritional supplements, we generally do not accept returns due to a change of mind once an order has been delivered.

If your order has not yet been dispatched, please contact us as soon as possible. We will do our best to cancel your order and issue a refund where possible.

5. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

6. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.

If an order cannot be delivered because incorrect delivery details were provided, any additional shipping costs required to resend the parcel may be the responsibility of the customer.

7. Lost or Delayed Deliveries

If your parcel appears to be delayed or lost, please contact us as soon as possible.

We will work with our courier partner to investigate the shipment. If the parcel is confirmed as lost in transit, we will arrange a replacement or refund where appropriate.

8. How to Request a Return

Please email us at:

Email: elevatecreatine@gmail.com

Include:

  • Full name

  • Order number

  • Description of the issue

  • Photographs (where applicable)

We aim to respond to all return requests within 2 business days.

9. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under the South African Consumer Protection Act, 68 of 2008, or any other applicable law.

Where this policy differs from your statutory rights, the law will prevail.

Elevate Nutrition reserves the right to amend this Returns & Refunds Policy at any time. Any changes will apply to future purchases from the date they are published on our website.