Returns Policy

Vitaleux Returns Policy

Effective Date: 25 June 2025

At Vitaleux, your satisfaction is important to us. If you’re not completely happy with your order or have received damaged items, we’re here to assist you with a smooth and fair return process.

1. Standard Returns (UK Customers)

In accordance with UK consumer law, you have the right to return eligible products within 14 days of receiving your order.

To qualify:

  • Items must be unused, unopened, and in their original packaging.
  • Some products may be non-returnable for hygiene reasons (e.g. opened cosmetics, body butters) or if the item was customised.

2. Damaged or Faulty Products

If you receive an item that is damaged or faulty, you may request a refund or replacement.

To be eligible:

  • You must contact us within 14 days of delivery.
  • You may be asked to provide photo or video evidence of the damage.

Please refer to our Delivery Policy for more information about what to do in case of damage during shipping.

3. How to Request a Return

You can initiate a return in one of two ways:

  • Via Website:
    Log in to your account, navigate to Order History, select the order, and submit a return request.
  • Via Email:
    Send a message to customersupport@vitaleux.co.uk with:
    • Your order number
    • The reason for return
    • Any supporting evidence (e.g. images or videos of damage, if applicable)

4. Return Approval

All return requests are subject to review. We reserve the right to reject returns that:

  • Fall outside the return window
  • Show signs of use, tampering, or damage not caused by us or the courier
  • Do not comply with the conditions outlined in this policy

5. Investigation Process

For damaged or faulty products:

  • We may request additional information, including photos or videos, to assess your claim.
  • You must cooperate fully with our team during this process.
  • Failure to provide the required information may result in your request being declined.

6. Refunds

Once your return is approved and received:

  • We will issue a refund to your original payment method.
  • You’ll receive a confirmation email once the refund is processed.
  • Please allow a few working days for the refund to appear in your account (timing depends on your bank or payment provider).

7. Contact Us

If you have any questions about our returns policy, contact us at:

Email: customersupport@vitaleux.co.uk
Website: https://vitaleux.co.uk