Refund & Returns Policy

Last updated: 19 April 2026

This policy is provided by Clinical Services Group Ltd (Company No. 15967942, CQC Registration No. 1-26088938261), operator of the NAD+ Life® brand. It sets out your rights under UK consumer law and how we handle returns, refunds, and delivery issues.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

1. Your 14-Day Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. This is known as your "cooling-off period".

To cancel, email us at orders@nadpluslife.co.uk with your order number and a clear statement that you wish to cancel. You may use the model cancellation form below, but you are not required to.

Once you have cancelled:
- You must return the goods to us within 14 days of notifying us
- The goods must be unopened, unused, and in their original sealed packaging
- You are responsible for the cost of return postage
- We will refund the full amount you paid, including standard outbound delivery, within 14 days of receiving the returned goods (or proof of return, whichever is sooner)

Refunds are made to the original payment method.

2. Hygiene and Health Exemption

Under the Consumer Contracts Regulations 2013 (Regulation 28(3)(b)), some of our products are exempt from the 14-day cancellation right once the seal has been broken, because they are not suitable for return for reasons of health protection or hygiene.

This exemption applies only to products that have been unsealed, opened, or used. Sealed, unopened products can be returned within the 14-day cancellation period as described in Section 1.

Products covered by this exemption once unsealed include:
- NAD+ injection pens and starter packs
- NAD+ refill cartridge kits
- NAD+ nasal sprays
- Any other sterile or single-use products

This exemption exists to protect the safety and integrity of our products and is enforced by law.

3. Faulty, Damaged, or Incorrect Goods

If your goods are faulty, damaged, or not as described, you have rights under the Consumer Rights Act 2015.

3.1 Short-term right to reject (within 30 days)
If you notify us within 30 days of delivery that your goods are faulty, damaged, or not as described, you are entitled to a full refund.

3.2 Right to repair or replacement (up to 6 months)
Between 30 days and 6 months after delivery, you are entitled to a repair or replacement. If these are not possible or fail to resolve the issue, you are entitled to a price reduction or final refund.

3.3 Long-term rights (up to 6 years)
Claims can be made up to 6 years from delivery (5 years in Scotland) where goods were not of satisfactory quality, fit for purpose, or as described at the time of delivery.

3.4 How to make a claim
To help us process your claim efficiently, please provide:
- Your order number
- Clear photographs of the goods, the outer packaging, and the shipping label
- A short video demonstrating the fault (where the fault is functional, e.g. a dispensing issue)
- The batch or lot number printed on the product
- A description of when and how you noticed the issue

We will respond within 2 working days of receiving your full evidence and aim to resolve all claims within 14 working days.

Where a claim is verified, return postage for faulty, damaged, or incorrect goods is paid by us.

4. Non-Receipt of Goods

If you believe your order has not been delivered, please:
1. Check with neighbours, building reception, or any designated safe place
2. Review your tracking information and courier delivery notes (including any photo proof of delivery)
3. Contact us at orders@nadpluslife.co.uk within 30 days of the expected delivery date with your order number

We will investigate with the courier using their tracking, GPS, and photo evidence. Where the courier confirms delivery to the address provided, we may ask you to complete a Statutory Declaration of Non-Receipt for claims over £100. This is a sworn statement and a standard industry requirement for high-value non-receipt claims.

Where delivery cannot be confirmed by the courier, we will issue a full refund or replacement.

5. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, email orders@nadpluslife.co.uk with your order number. Orders are typically dispatched within 1 working day, so please contact us promptly.

This is separate from your statutory 14-day cancellation right (see Section 1), which applies whether or not your order has been dispatched.

6. Fraud Prevention and Batch Traceability

Our products are traceable by batch and lot number from manufacture to dispatch. This is both a regulatory requirement of our CQC registration and a fraud prevention measure.

Returned or claimed goods must match the batch number we dispatched to you. We reserve the right to decline claims where:
- Returned products do not match the batch dispatched on the original order
- Evidence provided is inconsistent with our dispatch and delivery records
- A customer has an established pattern of claims considered inconsistent with normal usage
- The claim is made outside the timeframes set out in this policy

These controls exist to protect genuine customers and do not affect your statutory rights.

7. Return Address

All authorised returns should be sent to:

Returns — NAD+ Life
Clinical Services Group Ltd
28 Maises Way
South Normanton
Derbyshire
DE55 2DS

We recommend using a tracked delivery service and retaining proof of postage. We cannot be responsible for returns lost in transit without proof of posting.

Please do not return goods without first contacting us, as we may be able to resolve your issue without the need for a return.

8. Refund Method and Timeframe

All refunds are issued to the original payment method used for the purchase. We are unable to refund to a different card, account, or person.

Refunds are processed within 14 days of:
- Receiving the returned goods, or
- Receiving evidence that goods have been returned (for cancellations), or
- Approving a faulty / damaged / non-receipt claim

Your bank or card issuer may take additional time to process the refund into your account after we have issued it.

9. Chargebacks

If you believe there is an issue with your order, please contact us first. We aim to resolve all reasonable claims fairly and quickly.

Filing a chargeback without first contacting us may delay resolution. We respond to all chargeback cases with full evidence, including order records, dispatch records, delivery tracking, and customer correspondence.

10. Complaints

If you are not satisfied with how your claim has been handled, please contact us at orders@nadpluslife.co.uk and we will escalate the matter to our Superintendent Pharmacist.

We are not currently a member of an Alternative Dispute Resolution (ADR) scheme. If a dispute cannot be resolved between us, you may be able to seek resolution through:
- Your payment card issuer (chargeback process, where applicable)
- The Small Claims Court (small claim service via gov.uk/make-court-claim-for-money)
- Citizens Advice Consumer Helpline (0808 223 1133)
- Trading Standards (via reporting@tradingstandards.uk.gov)

11. Model Cancellation Form

You may copy and complete this form if you wish to cancel your order under Section 1. This is optional — any clear cancellation notice by email is sufficient.

To: Clinical Services Group Ltd, 28 Maises Way, South Normanton, Derbyshire, DE55 2DS , orders@nadpluslife.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:
Order date:
Received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:

12. Contact

Clinical Services Group Ltd
Trading as NAD+ Life®
28 Maises Way, South Normanton, Derbyshire, DE55 2DS
Email: orders@nadpluslife.co.uk
Phone: 0115 882 0039

Company No. 15967942
CQC Registration: 1-26088938261
ICO Registration: ZB760358