Return Policy
1. Returns and Refunds Policy
]This policy explains how to cancel or return an order placed with Vitanova Nutrition through www.vitanovauk.com. It does not affect your statutory rights.
Contact us about a return
To request a return or report an issue, contact us at:
Email: cs@vitanovauk.com
Please include your order number and say whether you want to cancel, return an item, or report a damaged, faulty or incorrect product.
Change-of-mind cancellations
If you are a consumer buying online, you usually have 14 days after receiving your goods to cancel your order without giving a reason. If items in one order arrive separately, the period usually starts when you receive the last item.
To cancel, contact us within that 14-day period by email or post. You may use the cancellation form below, but you do not have to. After notifying us, return the goods within 14 days.
For a change-of-mind return, products must be unopened, unused and in their original packaging. Unless we agree otherwise, you pay the direct cost of return postage. We recommend using a tracked service and keeping proof of postage.
We will refund the price of the returned goods and the cost of standard delivery. If you chose a more expensive delivery option, we will refund only up to the cost of standard delivery. We will issue the refund within 14 days of receiving the goods back or receiving evidence that you sent them, whichever happens first. Refunds are made using the original payment method unless you agree otherwise.
By law, you may inspect goods as you would in a shop. If you handle goods more than necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any resulting loss in value.
Sealed products and hygiene
Some products may be excluded from the 14-day change-of-mind cancellation right if they are sealed, are unsuitable for return for health protection or hygiene reasons, and have been unsealed after delivery. This exception applies only where the legal conditions are met; it does not automatically apply to every supplement or nutrition product.
Where this exception applies, we will identify the relevant product and sealing requirement before purchase. This does not affect your rights if a product is damaged, faulty, unsafe or not as described.
Damaged, faulty or incorrect products
Please contact us as soon as reasonably possible if your product arrives damaged, is faulty or unsafe, or is not what you ordered. Include your order number and, if useful, photographs of the product and packaging. We may ask you to return the item or provide more information so we can investigate.
We will arrange an appropriate remedy in line with your statutory rights. Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction. We will cover reasonable return costs for products that are faulty, damaged or incorrect.
Please do not use a product you believe may be unsafe. Keep the product and packaging while we review the issue.
Delivery problems
If your order has not arrived within the delivery estimate shown at checkout, contact us using the details above. Unless we agreed another delivery period, goods should be delivered within 30 days.
