Refund policy

Last Updated: 16/07/2026

1. Introduction

At VITALI, customer satisfaction is important to us. This Refund Policy explains your rights regarding cancellations, returns and refunds when purchasing products through our website.

This policy has been prepared in accordance with applicable consumer protection legislation in the United Kingdom, including:

  • Consumer Rights Act 2015

  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

  • Other applicable UK consumer protection laws.

Nothing in this policy affects your statutory rights.

2. Your Right to Cancel

If you are purchasing as a consumer, you have the legal right to cancel your order within 14 calendar days from the day you receive your goods, without providing a reason.

To exercise your right to cancel, you must notify us before the cancellation period expires by contacting:

Email: faq@shopvitali.com

Please include:

  • Full name

  • Order number

  • Email address used for the purchase

  • The product(s) you wish to return

Once your cancellation request has been received, we will provide you with instructions on how to return your order.

3. Return Conditions

To qualify for a refund, returned products should:

  • Be returned within the applicable cancellation period.

  • Be in a condition suitable for inspection.

  • Include all accessories, manuals and original components where applicable.

  • Be securely packaged to prevent damage during return transit.

You may inspect the goods as you would in a physical shop. However, if the value of the goods has been reduced because they have been handled more than necessary to establish their nature, characteristics or functioning, we may reduce the refund accordingly, as permitted by law.

4. Non-Returnable Items

The right to cancel does not apply to certain products, including where permitted by law:

  • Personalised or custom-made products.

  • Goods made to your specific requirements.

  • Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed.

  • Goods that become inseparably mixed with other items after delivery.

  • Any other products exempt under applicable UK legislation.

5. Faulty, Damaged or Incorrect Products

If you receive goods that are:

  • Faulty,

  • Damaged during delivery, or

  • Different from those ordered,

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

To help us resolve the issue promptly, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product.

  • Photographs of the packaging where appropriate.

Following our assessment, we may offer:

  • A replacement.

  • A repair (where appropriate).

  • A full refund.

  • A partial refund.

  • Another suitable remedy in accordance with your statutory rights.

6. Order Cancellations Before Dispatch

Orders may be cancelled free of charge before they have been processed for dispatch.

Once an order has entered the fulfilment process or has been handed to the delivery carrier, cancellation may no longer be possible, and the order will instead need to be returned under this policy.

7. Return Shipping Costs

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

If the return is due to:

  • A faulty product,

  • A damaged item,

  • An incorrect item supplied, or

  • Another error on our part,

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

8. Refund Process

Once the returned goods have been received and inspected, we will notify you of the outcome.

If your refund is approved:

  • The refund will be issued using the original payment method whenever possible.

  • No additional administration fees will be charged for processing the refund.

We may withhold reimbursement until we have received the returned goods or until satisfactory evidence of return has been provided, whichever occurs first, in accordance with applicable legislation.

9. Refund Timescales

Approved refunds will normally be processed within 14 calendar days of receiving the returned goods or valid proof of return.

The time taken for funds to appear in your account will depend on your payment provider or financial institution.

10. Partial Refunds

Where permitted by law, a partial refund may be issued if the value of the returned goods has been diminished due to handling beyond what is necessary to assess their nature, characteristics or functionality.

11. Fraud Prevention

To protect both our customers and our business, we reserve the right to refuse refund requests where there is reasonable evidence of:

  • Fraudulent activity.

  • Abuse of our returns policy.

  • False or misleading information.

  • Intentional misuse of products.

Such decisions will always be made in accordance with applicable consumer protection legislation.

12. Changes to This Policy

We may amend this Refund Policy from time to time to reflect changes in legislation, business operations or company procedures.

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

13. Contact Us

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

VITALI

Email: faq@shopvitali.com

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