Return & Refund Policy
Thank you for shopping with us! All our products are carefully selected and thoroughly tested before shipping. If you are not completely satisfied with your purchase, we are committed to resolving your issue.
Overview Table
| Situation | Return Period | Who Pays Shipping | Conditions / Notes |
|---|---|---|---|
| Customer Remorse (Changed Mind) | 14 days | Customer | Item must be in original packaging, unopened seal (if any), all accessories included |
| Damaged/Wrong/Defective Product | 14 days | Seller | Provide photos or videos as proof; prepaid return label provided |
| Order Cancellation | Within 24 hours before shipment | Free cancellation within 24 hours before shipment | |
| Lost Shipments | Within 2 days after expected delivery | Full refund or replacement after a 5-day investigation if confirmed lost; no compensation if courier confirms delivery | |
| Returns Due to Delivery Issues | Within 15 days after package returned | Depends on reason | Must provide correct address for reshipment; extra shipping fees may apply |
Detailed Policies
- Return Policy for Customer RemorseYou have the right to return items within 14 calendar days from receiving your product, under UK consumer law. Items must remain in their original packaging with all accessories, and seals unopened (if applicable). Please contact us by email to obtain authorization before returning items. Do not send items back without approval. Once approved, please ship the item within 14 days. Customers are responsible for return shipping costs. There is no restocking fee for returns.
- Return Policy for Damaged, Wrong, or Defective ProductsContact us within 14 days of receipt via email, with photos or videos describing the issue. For eligible products, we will provide a prepaid return shipping label. Refund or replacement will be processed after inspection. There is no handling fee for returns.
- Order CancellationOrders can be canceled free of charge within 24 hours before shipment. If your order has already shipped, please follow the relevant return policy above.
- Lost ShipmentsIf your package does not arrive within 2 days after the expected delivery date, please contact us promptly. We will investigate with the courier for up to 5 days. If confirmed lost, you may choose a full refund or replacement. If the courier provides signed delivery confirmation but you did not receive the package, we regret that no refund or replacement can be offered. Please consult the courier or your local community. This is in compliance with UK regulations.
- Returns Due to Delivery IssuesPlease ensure your address and contact information are accurate and your phone is available. If the package is returned due to wrong address or inability to contact, you need to provide updated information within 15 days for reshipment. Additional shipping fees may apply.
- Refund ProcessRefunds will be initiated once the returned product arrives and passes inspection. After approval, refunds will be processed within 3-6 business days to your original payment method. In accordance with UK law, refunds will be completed no later than 14 days after receiving the return or proof of return. No processing fees are applied to refunds.
Packing Instructions for Returns
- Securely pack the items in a box.
- Attach the return label, covering any previous addresses/barcodes.
- Use the provided return address and sufficient postage.
- Ship from your nearest post office or chosen courier.
- If you have not received the return address, please email us.
Additional Notes
- This policy complies with UK consumer protection regulations.
- If you have any questions, please contact us at service@vitalisle.com.
- This policy does not affect your statutory rights under UK law.
