Last updated: 12 October 2026
We want you to feel confident buying from The NAD Shop. This policy explains when we can accept a return or issue a refund, and why some of our products cannot be returned once they have been dispatched.
Sealed, temperature-controlled products
NAD+ cartridges, vials and kits are sterile, pre-mixed and shipped under cold chain. Once they have left our premises we cannot verify how they have been stored, so for safety and hygiene reasons we are unable to accept returns of NAD+ cartridges, vials, kits, needles or any item that has been opened or unsealed, unless the item is faulty or we have made an error. Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, or to goods that are liable to deteriorate rapidly.
Cancelling before dispatch
If you change your mind, contact us as soon as possible. If your order has not yet been dispatched we will cancel it and refund you in full. Orders are usually dispatched within one working day, so please get in touch quickly.
Damaged, faulty or incorrect items
If your order arrives damaged, if the cold pack has fully thawed and the product arrives warm, if an item is faulty, or if we have sent you the wrong item, contact us within 48 hours of delivery with your order number and photos of the product and the packaging. We will send a replacement or issue a full refund, including delivery, at no cost to you. Please do not use a product you believe has been compromised.
Non-consumable items
The reusable auto-injector pen can be returned within 14 days of delivery provided it is unused, in its original packaging and in resaleable condition. You are responsible for the return postage unless the pen is faulty. Once we receive and inspect it we will refund the price of the pen to your original payment method.
Lost in transit
If tracking shows your order has not been delivered within 7 working days of dispatch, contact us and we will send a replacement or refund you in full.
Subscriptions
You can pause, skip or cancel a subscription at any time from your account before the next renewal date. Renewals that have already been dispatched follow the rules above.
How refunds are paid
Refunds are made to the original payment method within 5 to 10 working days of approval. Delivery charges are refunded only when the return is due to our error or a faulty product.
Contact
Email help@thenadshop.com or use the contact page. A real person replies, usually within minutes during opening hours.
This policy does not affect your statutory rights under the Consumer Rights Act 2015.