Returns, withdrawal and refunds

Last updated: August 3, 2026

At DietWorld, we want every order to fully satisfy you. This page explains the steps to follow in the event of a change of mind, damaged product, preparation error, or delivery-related issue.

Important: to request a return, log in to your customer account, open the order concerned, and then use the return request button. If you cannot access your account, contact us at contact@dietworld.eu.

Table of Contents

1. Summary of the main situations

Situation Return costs Possible solution
You change your mind within the legal timeframe At your expense Refund according to the conditions below
Defective or non-conforming product Covered by DietWorld when required by law Replacement, rectification, or refund depending on the case
Wrong product received or item missing Covered by DietWorld New shipment or refund
Unsealed product that cannot be returned for hygiene or health protection reasons Not applicable No refund for a simple change of mind
Parcel declared lost Not applicable Reshipment or refund after verification

2. How to request a return

  1. Log in to your customer account on the DietWorld website.
  2. Open the order concerned.
  3. Click the button to submit a return request.
  4. Follow the instructions provided after your request has been reviewed.

The practical return procedures, including the address to use and, if applicable, the documents to attach, will be provided to you during this process.

Do not ship a product before submitting your return request. A return sent without identification or to an address other than the one provided may delay its processing.

If you have difficulty with your account, write to us at contact@dietworld.eu, stating your name and order number.

3. Right of withdrawal

When you order as a consumer, you generally have a period of fourteen (14) days from the date you receive the product to inform us of your decision to withdraw, without having to justify your decision.

You can exercise this right by:

  • using the page and form accessible from the "Withdrawal" button located in the website footer;
  • or by making any other clear statement expressing your intention to withdraw.

After informing us of your decision, you must return the products without excessive delay and no later than fourteen days after making this notification.

In the event of a simple change of mind, the direct return costs remain at your expense unless DietWorld has expressly stated that it will cover them.

The right of withdrawal applies to consumers. It does not automatically apply to purchases made for business purposes, subject to the special cases provided by law.

4. Return conditions

To enable the processing of the return, the products must be returned:

  • complete, with any accessories;
  • properly protected for transport;
  • in a condition resulting only from the handling necessary to check their nature, characteristics, and proper functioning;
  • with the information allowing the order to be identified.

The original packaging is recommended when it is still available, as it protects the product during transport. However, its absence alone is not sufficient to waive a legal right of withdrawal.

You may be held responsible for any depreciation of the product resulting from handling beyond what is necessary to check its nature, characteristics, and proper functioning. This depreciation may be taken into account when calculating the refund, within the limits authorized by law.

We recommend choosing a shipping method that allows you to track the parcel and keep your proof of deposit until the case is closed.

5. Opened, unsealed, or used products

For hygiene and health protection reasons, the right of withdrawal cannot, among other things, be exercised for products that have been unsealed after delivery and can no longer be returned for these reasons.

This exception may notably concern certain dietary supplements, food products, cosmetics, or personal care products when their protective device, seal, or safety packaging has been opened.

An opened, consumed, used, or altered product therefore cannot be refunded for a simple change of mind when it falls under this legal exception.

This rule does not deprive the customer of their rights when the product is defective, non-conforming, damaged before receipt, or when an error has been made by DietWorld.

6. Damaged product, non-conformity, or preparation error

Contact us as soon as possible if:

  • the product received is damaged;
  • the product does not match the one ordered;
  • a product is missing;
  • the product has a defect or is non-conforming.

To speed up processing, please send us:

  • your order number;
  • a precise description of the problem;
  • photographs of the product, its label, its packaging, and the parcel when useful.

After verification, DietWorld will indicate the applicable solution: replacement, new shipment, rectification, return, or refund. When the return results from a defect, non-conformity, or an error attributable to DietWorld, the necessary costs will be covered in accordance with the law.

Do not discard the product or its packaging before receiving our instructions, as they may be necessary for processing the claim or for the carrier's investigation.

7. Gifts, promotions, and benefits

When a gift or benefit has been granted subject to a minimum order amount or the purchase of specific products, this benefit remains linked to compliance with the terms of the offer.

If the return of one or more products brings the order below the threshold or removes the condition that allowed you to receive the gift:

  • the gift may be returned with the products concerned, in perfect condition and unused;
  • otherwise, its value indicated in the offer or its commercial value may be deducted from the refund, within the limits authorized by law and in accordance with the General Terms and Conditions of Sale.

Free gifts are not exchangeable for money and are not subject to a separate refund.

Forgotten promotional codes generally cannot be added after the order has been validated. A price change or the launch of a promotion after the order does not entitle you to a refund of the difference.

8. Lost, refused, or unclaimed parcels

Parcel seemingly lost

If the tracking no longer updates or if the parcel has not been received within the stated timeframe, contact us. We will carry out the necessary verifications and, when useful, open an investigation with the carrier.

If the parcel is confirmed lost, DietWorld will offer, depending on the situation, a new shipment or a refund.

Parcel refused, unclaimed, or returned

When a parcel is returned to DietWorld due to an incorrect or incomplete address, absence, failure to collect, refusal by the recipient, or non-payment of import taxes, the customer may request:

  • reshipment, after payment of the new shipping costs;
  • or, when possible, a refund of the returned products.

The actual costs incurred by DietWorld due to the return, customs, storage, reshipment, or eventual destruction may be deducted from the refund when permitted by law.

When a parcel refusal constitutes the exercise of the right of withdrawal, the customer must nevertheless clearly notify us of their decision to withdraw.

9. Orders delivered outside the European Union

For deliveries to Switzerland, the United Kingdom, Canada, or any other country located outside the European Union, the recipient may have to pay customs duties, import VAT, local taxes, or customs clearance fees.

These amounts are not collected by DietWorld and remain the responsibility of the recipient.

In the event of a simple change of mind, international return costs are borne by the customer. They must also correctly complete the return customs formalities to prevent a new tax from being charged to DietWorld.

If the product is confirmed defective or non-conforming, or if DietWorld has made an error, we will communicate the procedure to follow before any shipment. Do not spontaneously ship an international return without our instructions.

10. Refund terms and timeframes

In the event of a valid exercise of the right of withdrawal, DietWorld will refund the amounts due, including the initial delivery costs corresponding to the standard delivery method offered, no later than fourteen days after the date it is informed of the decision to withdraw.

For the sale of goods, DietWorld may defer the refund until the products are recovered or until receipt of proof of their shipment, the date being the earlier of these two events.

Additional costs resulting from the express choice of a delivery method more expensive than the standard method are not refunded.

The refund is made using the same payment method used during the order, unless there is an express agreement to use another method without additional costs to the customer.

After the refund is issued by DietWorld, the time it takes for the funds to appear depends on the bank or payment provider. In the case of installment payments, the terms of settlement also depend on the provider concerned.

In the event of a partial return, only the products actually returned and accepted are refunded. The initial delivery costs are not necessarily refunded when the customer keeps part of the order and the delivery would have been charged the same amount for the products kept alone.

11. Frequently asked questions

Can I return only part of my order?

Yes. You can request the return of one or more products without returning the entire order, subject to the eligibility conditions applicable to each product.

Who pays the return costs when I change my mind?

The direct return costs are at your expense. This rule also applies to returns from Switzerland or another country outside the European Union.

Who pays when the product is defective or DietWorld has made a mistake?

DietWorld covers the necessary costs according to the procedure it will communicate to you. Contact us before sending the product.

Can I return a dietary supplement whose seal has been opened?

Not for a simple change of mind when it can no longer be returned for hygiene or health protection reasons. However, report any defect or non-conformity to us.

Can I return an incomplete set?

When a product has been sold as an indivisible set or at a price conditioned by the purchase of the complete set, the refund terms take into account the offer concerned. A deduction corresponding to the products kept or the benefit obtained may be applied under the conditions provided by the General Terms and Conditions of Sale.

Can I request an exchange?

Depending on the situation and the availability of the product, DietWorld may offer a replacement. Otherwise, a refund and a new order may be necessary.

What happens if I entered the wrong address?

Contact us immediately. If the order has not yet been shipped, we will try to modify it. After shipment, no modification can be guaranteed. The return and reshipment costs related to an incorrect address may remain at your expense.

What should I do if I do not have a customer account or cannot log in?

Write to contact@dietworld.eu with your name, your order number, and the nature of your request.

How can I directly exercise my right of withdrawal?

Use the "Withdrawal" button available in the website footer. The dedicated page allows you to complete the process online.

12. Contact us

DietWorld
Email: contact@dietworld.eu
Telephone: +33 (0)1 46 66 28 05

This policy supplements the General Terms and Conditions of Sale. In the event of a contradiction, the mandatory legal provisions and the General Terms and Conditions of Sale applicable to the order prevail.