Last updated January 26 2023
Before returning any product, you must first obtain a Returned Merchandise Authorization (RMA) number. An RMA number can be obtained by contacting a Customer Service Representative at 1-800-365-7354 (Mon-Fri, 8:30am – 7:00pm, ET). It is important that the RMA number is clearly written on the outside of the box. We cannot accept returned packages without an RMA number (they will probably be returned to you). To receive an RMA, the following conditions must be met:
- Product must have an expiration date that is at least 3 (three) months later than the date we receive your returned product at our warehouse.
- All cases must be complete, intact and in good condition.
- Product must be repackaged in an outer box with packing material.
- No additional markings or labels should have been added to the case or product.
- Lot number of returned product must be the same as the lot number originally shipped.
You are responsible for arranging shipment of the product back to Nutricia. You may use UPS, FedEx, or any other ground parcel carrier of your choice. If you are returning an item that is defective or shipped in error by the Site, we apologize for your inconvenience. We will reimburse you the delivery costs and the cost to ship the product back to us. For any other return, you are responsible for the original delivery costs and the return shipping expense.
This return policy does not apply to products for which you have been (or have applied for) reimbursement for insurance. You shall not request reimbursement from your insurance provider for any product for which you have obtained an RMA under this return policy. Nutricia reserves the right to verify information you provide, require you to provide us with a valid proof of purchase, and to deny any return or refund requests in its discretion in cases of suspected fraud or if Nutricia determines, in its discretion, that customer has abused this return policy.
If you paid for the purchase with a payment card, your account will be credited once the product has been received. If you paid with a check or money order, allow 2-4 weeks to receive your refund check. You will be credited back once the product has been received by our warehouse, but a 20% restocking fee will be charged for all product returns except those due to defective product, product shipped in error, or product subject to the 45-Day Satisfaction Guarantee.