Refund FAQs

How do I get a refund?  

The fastest way to receive your refund is to take your product in its original container back to the retailer where you purchased the product for a refund, product exchange, or store credit, per retailer return policy. You can also ship the product in its original container back to us.

 

What if I didn’t get my product at a retail store?

Click here to see if your product is included in the recall. If it is, you will be asked to complete an online form to start the refund process.

 

After I fill out the online form for a refund, how soon will I hear back and what email should I look for?  

Look for an email from noreply@information.abbottnutrition.com in the coming days. Please check your spam folder for this email.

 

How long does a refund take?  

Refunds will be subject to Abbott’s verification of your submission. If you qualify, the anticipated timing is approximately three to four weeks from the time you return the product.

 

Do I need a receipt?

If a retailer requires a receipt and you are unable to return it at the retailer, you can use this site to start the refund process. Click here to see if your product is included in the recall. If it is, you will be asked to complete an online form to start the refund process.

 

Why won’t the retailer let me return the product?    

We are sorry for the inconvenience. You can click here to see if your product is included in the recall. If it is, you will be asked to complete an online form to start the refund process.

 

Do I have to send product back in order to receive a refund?

Yes. The fastest way to receive your refund is to take your product in its original container back to the retailer where you purchased the product for a refund, product exchange, or store credit, per retailer return policy. If your retailer won’t provide a refund, click here to see if your product is included in the recall. If it is, you will be asked to complete an online form to start the refund process.

 

Do I get refunded for sample cans of powder?

Sample cans are provided free of charge and refunds will not be offered.

 

How will I be contacted if I don’t have an email address?

If you don’t have an email address, please call 1-800-986-8540 so we can process your return and refund. 

 

What should I do as a Canadian with an affected lot number with L in front? Can I go through the recall website for a refund?

You should go through the Canadian Recall website, click here for easy access. You can also contact the Customer Relations Team in Canada at 1-855-733-4201 for information on next steps. 

 

I threw away my product months ago, how do I know if it was part of this recall?

Unfortunately, there is no way to know for sure without having the product to check the lot numbers. No action is needed for previously consumed product. If you have questions about your child’s health, please contact your healthcare professional.  

 

What do I do if I get an error on the website?

We understand the concern and confusion this is causing you, and we deeply regret any inconvenience. Please check the lot number again by clicking here.