Returns & Exchanges Policy

Last Updated: 16/07/2026

1. Introduction

At VITALI, we want you to shop with complete confidence. This Returns & Exchanges Policy explains the process for returning products, requesting an exchange and exercising your consumer rights.

This policy should be read together with our Refund Policy and Terms of Service.

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.

2. Your Right to Return

If you are purchasing as a consumer, you have the legal right to return most products within 14 calendar days of receiving your order under the Consumer Contracts Regulations.

To request a return, please contact us before sending any item back.

Email: faq@shopvitali.com

Please include:

  • Your full name

  • Order number

  • Email address used for the purchase

  • Product(s) you wish to return

  • Reason for the return (optional)

Once your request has been reviewed, we will provide return instructions.

3. Conditions for Returns

To be eligible for a return, products should:

  • Be returned within the applicable return period.

  • Be in a condition suitable for inspection.

  • Include all original accessories, manuals and packaging where reasonably possible.

  • Be securely packaged to prevent damage during transit.

You may inspect the goods in the same way you would in a physical retail shop. However, if the goods have been handled beyond what is necessary to establish their nature, characteristics or functioning, we may reduce the refund to reflect any loss in value, as permitted by law.

4. Faulty, Damaged or Incorrect Items

If you receive a product that is:

  • Faulty,

  • Damaged during transport, or

  • Different from the item ordered,

please contact us as soon as possible after receiving your order.

To help us resolve the issue efficiently, please provide:

  • Your order number.

  • A detailed description of the issue.

  • Clear photographs of the product.

  • Photographs of the packaging where appropriate.

After assessing the information provided, we may offer:

  • A replacement.

  • A repair where appropriate.

  • A full refund.

  • A partial refund where legally applicable.

  • Another suitable remedy in accordance with your statutory rights.

5. Items That Cannot Be Returned

Subject to applicable law, the following items are generally not eligible for return:

  • Personalised or custom-made products.

  • Goods manufactured to your specifications.

  • Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.

  • Products that have become inseparably mixed with other goods after delivery.

  • Any other items excluded by applicable consumer legislation.

6. How to Return an Item

To return a product, please follow these steps:

Step 1

Contact our Customer Support Team by email.

Step 2

Wait for confirmation and return instructions.

Step 3

Package the item securely to minimise the risk of damage during transit.

Step 4

Return the item using the instructions provided.

Please do not return products without prior authorisation, as this may delay or prevent the processing of your request.

7. Return Shipping Costs

Change of Mind Returns

Where you exercise your legal right to cancel because you have changed your mind, you may be responsible for the direct cost of returning the goods unless otherwise stated.

Faulty or Incorrect Products

If the return is due to:

  • A faulty product,

  • A damaged item,

  • An incorrect item supplied, or

  • Any error on our part,

VITALI will reimburse reasonable return costs or provide an appropriate alternative solution.

8. Exchanges

Where possible, we may offer an exchange for the same product if it is faulty or damaged.

If you wish to exchange a product for a different model, size or variation, we may ask you to return the original item and place a new order, subject to stock availability.

9. Inspection of Returned Goods

All returned items are inspected upon arrival.

Once the inspection has been completed, we will notify you whether your return has been approved and explain the next steps, including any refund or replacement where applicable.

10. Statutory Consumer Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

If goods are faulty, not as described or not of satisfactory quality, you may have additional legal remedies beyond those described in this policy.

11. Fraud Prevention

To protect our customers and business, VITALI reserves the right to refuse returns where there is reasonable evidence of:

  • Fraudulent activity.

  • Abuse of the returns process.

  • False or misleading information.

  • Deliberate misuse of products.

Any such decision will always be made in accordance with applicable law.

12. Changes to This Policy

We may update this Returns & Exchanges Policy from time to time to reflect changes in legislation, business practices or operational requirements.

The latest version will always be published on our website together with the effective date.

13. Contact Us

If you have any questions regarding returns or exchanges, please contact our Customer Support Team:

VITALI

Email: faq@shopvitali.com

We will be pleased to assist you as quickly as possible.