Returns & Refunds Policy

Last updated September 08, 2025

At VitaLab Limited, we are committed to ensuring customer satisfaction. This policy outlines the terms and procedures for returns, refunds, and exchanges.

This policy applies to all purchases made through our website, https://www.vitalab.uk. Please read it carefully to understand your rights and our obligations.

If you have any questions, contact our support team at enquiries@vitalab.uk.

To request a return, please use our online Returns Portal. You’ll be able to submit your order details, select the items you wish to return, and receive instructions on how to send them back to us.

1. Returns

All returns must be initiated within 30 days of delivery.

Condition of Returned Items

• For your first order, opened or used products may be returned under our Satisfaction Guarantee.

• For subsequent orders, items must be:

  • Unopened

  • Sealed

  • In original packaging with all labels and accessories intact

Items damaged due to misuse, improper handling, or failure to meet these conditions will not be accepted.

2. Damaged or Incorrect Products

If you receive a damaged or incorrect product, please email enquiries@vitalab.uk. Our team will provide instructions for return or replacement.

Note: Please return products in the same condition you received them.

3. Items Not Eligible for Return

We cannot accept returns or issue refunds in the following cases:

• Requests made more than 30 days after delivery

• Incorrect shipping address entered at checkout

• Missing or damaged original packaging, labels, or accessories

• Products with altered or defaced serial numbers

• Complimentary or free items

4. Return Process

• All requests must be submitted via our Returns Portal

• Once approved, we will provide a prepaid return label (for eligible returns).

• Items must be securely packaged in their original condition before sending.

• Returns sent without prior approval will not be accepted.

Important notes

• VitaLab Limited covers return shipping for defective or incorrect products and for returns under our Satisfaction Guarantee.

• Do not return any item without confirmation. Unauthorised returns may be rejected without refund.

5. Processing Time

Returns are inspected upon arrival. If approved, refunds will be processed within 2–5 working days and credited to your original payment method.

6. Disclaimer

Returned items are inspected by our quality team. Their decision is final.

We may reject a return if:

• Damage not visible in the unboxing video is found

• The item appears used, tampered with, or ineligible under this policy

Rejected products will not be refunded. Customers may request that the item be shipped back at their own expense.

7. Repeated Returns

• We reserve the right to impose delivery charges if repeated returns are made.

• Products may be made ineligible for return if there is a pattern of frequent returns.

• Items failing verification checks will be shipped back at the customer’s expense.

8. Exchanges

We accept exchanges under the following conditions:

• Items must be unused, in original packaging, with all labels and accessories intact.

• Exchanges are subject to stock availability.

Process

1. Contact our support team at enquiries@vitalab.uk within 30 days of receiving your order.

2. Once approved, you will receive instructions for the return.

3. After inspection, we will dispatch the replacement.

Different products

• If the new product costs more, you must pay the difference.

• If it costs less, we will refund the difference.

• Standard shipping and processing times apply to exchanges.

9. Cancellations

Customer cancellations

• Orders can be cancelled within 24 hours of purchase, provided they have not yet been processed or dispatched.

• Once an order has shipped, it cannot be cancelled.

Company cancellations
We may cancel an order due to:

• Product unavailability

• Non-compliance with our Terms of Service

• Suspected fraudulent or unauthorised activity

Refunds for cancelled orders will be issued to the original payment method.

10. Changes to This Policy

VitaLab Limited reserves the right to update this policy at any time. Updates will be posted on our website with the revised “Last updated” date shown at the top of the page.

11. Contact Us

Phone: +44 20 3576 4839
Email: enquiries@vitalab.uk
Address: 86-90 Paul St, London EC2A 4NE, United Kingdom

Support Hours:
Monday to Friday: 09:00 AM to 5:00 PM

Company Information:
Company Name: VitaLab Ltd
Company Reg No: 13110728