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Refund Policy

We want you to be confident in every Nutrifarm order. If something is wrong with what you received, please read the guidelines below and reach out to us right away so we can help. This Refund Policy forms part of our Terms of Service and applies to all Cash on Delivery (COD) orders placed through this website.

1. What qualifies for return, replacement, or refund

We accept returns, replacements, or refunds for products that are:

  • Damaged in transit (leaking bottle, broken seal, cracked container, dented blister, torn label that makes dosage unreadable, and similar issues caused during shipping).
  • Faulty (manufacturing defect that is not caused by mishandling after delivery, such as a sealed bottle that contains the wrong volume, wrong color, or visibly contaminated contents).
  • Wrongly shipped (the item you received does not match what you ordered in SKU, variant, quantity, or pack size).
  • Expired on arrival (the product is already past its expiration date on the day you receive it, or has a remaining shelf life shorter than what is reasonable for normal use).

Because our products are animal health medicines and supplements, opened or used items cannot be refunded or exchanged for health and safety reasons, except where a clear manufacturing defect can be demonstrated with photos or videos.

2. Unboxing video requirement

An unboxing video is required for every return, replacement, or refund claim. Without an unboxing video, we cannot process your claim, regardless of the issue reported.

When we confirm your order over Messenger, SMS, or phone call, we will remind you to record a clear, continuous unboxing video the moment your parcel arrives. The video should:

  • Start before the parcel is opened, showing the outer packaging, shipping label, and any visible damage
  • Show the parcel being opened in one continuous take, without cuts, edits, or pauses
  • Clearly show each item removed from the parcel, the batch or lot number, and the expiry date
  • Clearly show the defect, damage, missing item, or wrong item being claimed

To help you verify the contents before opening, we also send photos of your packed order before shipping through Messenger. These photos record exactly what left our warehouse, so you have a clear reference to compare against once the parcel arrives. Please keep these photos on hand in case a claim is needed.

3. How to request a return or refund

Contact us within 7 days of receiving your order. Message us on Messenger or email nutrifarmonlineshop@gmail.com with the following details:

  • Your Order ID (or the full name and phone number used on the order, if you do not have the Order ID)
  • Your full name and complete delivery address
  • A short description of the issue
  • The unboxing video described in Section 2 (required; no video means no claim)
  • Clear photos of the product, the batch or lot number, the expiry date, and the outer packaging, showing the problem
  • If the parcel was visibly damaged on arrival, photos of the outer box before opening

Requests made after 7 days from delivery may no longer qualify for replacement or refund, except where the product is still sealed and has a clearly documented manufacturing defect.

4. Review and approval timeline

Our team will review your request and respond within 3 business days. In some cases we may ask for additional photos or information before approving. Once approved, we will coordinate the next steps with you, which may include one of the following:

  • Shipping a free replacement of the same item (most common for damaged or wrongly shipped orders)
  • Issuing a refund via GCash or bank transfer to your nominated account, usually within 3 to 7 business days after approval
  • Arranging pickup or return shipment of the affected item, at our expense when the issue is on our side
  • Offering a partial credit or discount on a future order, if that is more convenient for you

If you prefer a specific option (replacement, refund, or store credit), please tell us when you message so we can recommend the best fit.

5. What is not covered

  • Claims without a valid unboxing video as described in Section 2 (this is our single most important requirement and applies to all claims without exception)
  • Change of mind after the order has been dispatched to the courier
  • Products that have been opened or used, except where a manufacturing defect is clearly demonstrated
  • Damage caused by improper storage after delivery, for example exposure to extreme heat, direct sunlight, or moisture
  • Contamination caused by mixing or repackaging the product after it was opened
  • Expiration date concerns outside the stated shelf life when the order was placed well before the expiry
  • Claims made more than 7 days after delivery, except as noted above
  • Issues caused by an incorrect or incomplete address that you provided at checkout (please double-check your address before submitting)
  • Results and outcomes on animals, such as weight gain, recovery time, or production changes, since these depend on many factors beyond the product (storage, dosage, animal health, environment, and husbandry practices)

6. Refused deliveries and incorrect addresses

If you refuse a COD parcel without a valid reason (for example, the parcel is not visibly damaged and there is no courier error), or if the courier cannot reach you because your address or phone number is incorrect, we reserve the right to restrict Cash on Delivery on future orders from the same name, number, or address. In such cases, no refund is due because no payment was collected.

7. Cancellations before dispatch

Since we ship COD, you may cancel an order before it is dispatched by messaging us as soon as possible on Messenger or at the email address below. Once the courier has already picked up the package, we can no longer cancel the order on our end. In that case, please accept or reject the package at the door in line with this Refund Policy and our Shipping Policy.

8. Promotional bundles and free items

If your order includes a bundle (for example, Buy 2 Take 1) or a free promotional item, and only part of the bundle is returned, any refund or replacement will be adjusted so that the promo price still applies only to a complete bundle. In practice, this usually means we will offer a replacement of the specific item rather than a partial cash refund.

9. After-sales support

Even outside the 7-day window, our team is always happy to help you with dosage questions, storage advice, and product recommendations. Please message us and we will do our best to point you in the right direction.

10. Contact

Last updated: April 19, 2026.