At Vitaleux, we want to ensure that you are completely satisfied with your purchase. If you are not entirely happy with your order or have received damaged goods, we are here to help.

1. Standard Returns (UK Customers)

In line with UK consumer law, customers have the right to return products within 14 days of receiving their order. Products must be in their original condition, unused, and in their original packaging. Please note that some products may be excluded from this policy due to hygiene reasons or if they have been customized.

2. Returning Damaged or Faulty Products

If your product arrives damaged or faulty, you are entitled to a refund or replacement. For more information about damaged deliveries, please refer to our Delivery Policy. All damaged product returns must be initiated within 14 days of delivery.

To start the return process for damaged goods, you must:

• Submit a return request through our website or by emailing us at customersupport@vitaleux.co.uk.
• Provide photo or video evidence of the damage upon our request.

We will investigate each claim on a case-by-case basis, and we require customers to comply fully during the investigation process.

3. How to Request a Return

• Website: Log in to your account on our website, go to your order history, and initiate a return.
• Email: Contact us at customersupport@vitaleux.co.uk with your order number, reason for return, and any relevant evidence (such as photos or videos if the item is damaged).

4. Return Approval

All return requests are subject to review. We reserve the right to deny any return requests if they do not meet our policy criteria. This includes situations where the product shows signs of use or tampering.

5. Investigation Process

During the return process, particularly for damaged or faulty goods, we may ask for additional evidence, such as photos or videos. Customers are required to comply with our requests to assist us during the investigation. Failing to comply may result in the denial of your return request.

6. Refunds

Once your return is received and approved, we will process your refund. Refunds will be credited back to the original method of payment, and you will be notified by email. Please note that it may take a few working days for the refund to appear in your account, depending on your bank.