Return and Refund Policy

Last updated: September 3, 2026

We want you to be satisfied with your purchase. If you are not, this policy explains how returns, refunds and exchanges work at Vitadale.

1. Order cancellations

You may cancel an order within 2 hours of purchase by contacting our team at support@vitadale.com, provided the order has not yet entered dispatch. If your order has already been dispatched, please follow the return process set out below.

2. Return conditions

We accept returns under the following conditions:

• Return window: Items may be returned within 30 calendar days of the delivery date.
• Item condition: Returned items must be unused, unwashed and in resalable condition, with all original tags attached and in their original packaging. Items that are used, damaged by the customer, or missing packaging may receive a partial refund or may be refused.
• Proof of purchase: A valid order number or order confirmation email is required for every return.
• Restocking fees: Vitadale does not charge restocking or processing fees.

3. How to start a return

Please do not send an item back before contacting us. Returns sent without authorisation cannot be processed.

• Step 1. Email support@vitadale.com with your order number, the item you wish to return, and the reason for the return. If the item is damaged or defective, attach clear photographs.
• Step 2. Our team reviews your request. If it is approved, we send you a return authorisation along with the return address and detailed instructions for sending the item back. The correct return destination depends on the item, which is why it is issued with your authorisation rather than published here.
• Step 3. Package the item securely in its original packaging with all tags and accessories included, and mark your return authorisation clearly on the outside of the parcel.
• Step 4. Send the parcel using a trackable shipping service. We recommend keeping proof of postage, because we cannot guarantee receipt of a return that is not trackable.

4. Return shipping costs

The cost of return shipping is paid by the customer, except where the item arrived damaged, defective or incorrect. In those cases Vitadale covers the return shipping cost in full.

5. Refunds

• Processing time: Once your return arrives and has been inspected, we send you an email confirming the outcome. Approved refunds are issued to your original payment method within 5 business days.
• Bank timing: Your bank or card issuer may require additional time to post the refund to your account. This is outside our control.
• Missing refunds: If you have not received an approved refund, please check your bank account again and then contact your card issuer, because posting times vary. If you have done both and the refund has still not appeared, contact us.

6. Damaged, defective or incorrect items

• Damaged or defective: Contact us within 48 hours of delivery with your order number and clear photographs of the damage to both the item and its packaging. We will cover return shipping and provide a replacement or a full refund at no additional cost.
• Incorrect item received: If you receive an item different from the one you ordered, contact us and we will arrange for the correct item to be sent and cover all associated return shipping costs.
• Lost parcels: Please refer to our Shipping Policy for how lost parcels are handled.

7. Exchanges

We do not offer direct exchanges. If you would like a different size, colour or product, please follow the return process above for the original item and place a new order for the item you want.

8. Non-returnable items

For reasons of hygiene, we are unable to accept returns on items that have been used or washed, or on any item where the sealed packaging has been opened, unless the item is faulty.

9. Contact

For any question about this Return and Refund Policy, contact us at support@vitadale.com.