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Warranty & Refund Policy

 

At Vitalla, customer satisfaction is a priority. This Warranty & Refund Policy outlines your rights and our procedures regarding refunds, returns, and product guarantees, in accordance with applicable consumer protection laws in the United Kingdom.

This policy applies to all purchases made through our website.

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1. Your Statutory Rights (UK Consumer Law)

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Under the UK Consumer Rights Act 2015, customers are entitled to receive products that are:

  • As described

  • Of satisfactory quality

  • Fit for purpose

These rights apply regardless of any additional warranties provided.

Nothing in this policy affects your statutory rights under UK law.

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2. Right to Cancel (14-Day Cooling-Off Period)

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If you are a UK customer, you have the right to cancel your order within 14 days of receiving your item, without providing a reason.

To exercise this right:

  • You must notify us in writing within 14 days of delivery.

  • The item must be returned unused, in its original condition and packaging.

Once the returned item is received and inspected, a refund will be issued in accordance with Section 6 of this policy.

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3. Returns Due to Faulty or Defective Products

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If a product is faulty, defective, damaged, or not as described:

  • You may request a refund, replacement, or repair, depending on the circumstances.

  • Faults reported within 30 days of delivery may qualify for a full refund.

  • After 30 days, we may offer a replacement or repair in line with UK law.

Evidence such as photographs or videos may be requested to assess the issue.

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4. Warranty Coverage

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Certain products may include a limited warranty covering manufacturing defects.

This warranty:

  • Covers defects in materials or workmanship under normal use

  • Does not cover damage caused by misuse, accidents, unauthorized modifications, or normal wear and tear

Warranty periods may vary depending on the product and will be clearly stated where applicable.

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5. Non-Returnable Items

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For hygiene, safety, or legal reasons, the following items may not be eligible for return unless faulty:

  • Personal care or hygiene products once opened

  • Items marked as final sale

  • Products damaged due to misuse or negligence

Details will be clearly indicated on the product page when applicable.

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6. Refunds

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Once a return is approved and received:

  • Refunds will be processed using the original payment method.

  • Shipping costs are non-refundable unless the return is due to a fault or error on our part.

  • Refunds are typically processed within 7–14 business days after inspection.

Please note that processing times may vary depending on your payment provider.

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7. Return Shipping

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  • Customers may be responsible for return shipping costs unless the item is faulty or incorrect.

  • We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

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8. Order Cancellations

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Orders may only be cancelled if they have not yet been processed or dispatched.
Once an order has been shipped, cancellation requests will be treated as a return under this policy.

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9. Exchanges

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If you wish to exchange an item:

  • Please contact us first to confirm availability.

  • Exchanges are subject to the same conditions as returns.

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10. Abuse of Policy

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Vitalla reserves the right to refuse refunds or returns if there is evidence of misuse, excessive return behavior, or fraudulent activity.

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11. How to Request a Refund or Warranty Claim

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To initiate a return, refund, or warranty claim, please contact us with the following information:

  • Order number

  • Reason for the request

  • Supporting evidence (if applicable)

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Email: contact@vitallashop.com
WhatsApp: +44 7411 589429

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12. Changes to This Policy

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Vitalla reserves the right to update or amend this Warranty & Refund Policy at any time.
Any changes will take effect immediately upon publication on this page.

 
 

 

 
 
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