Return and Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a 100% return and refund, your product must meet the following criteria:
- Product Condition: The product purchased must be in the same condition as when you received it (including tags and in the original packaging). It must not have been used, washed, damaged or altered.
- Deadline: Return requests must be made within 14 days of receipt of the product.
- Proof of Purchase: Retain and present a copy of your proof of purchase or order number for documentation if necessary.
- Proof: Always include a clear reason and photos of your order to prove that it is in new and unused condition.
- Hygiene products: Certain products, such as underwear, beauty products or cosmetics, cannot be returned for hygiene reasons.
Return conditions :
-
Communication: Always contact customer service beforehand at hello@vitaliclondon.com or via the contact form.
CONTACT US to obtain approval for the return and receive instructions.
- Refund: To receive a refund, you must return the package to our warehouse.
- Return costs: You are responsible for the costs of returning your order.
- Track & Trace: Your return must have a track & trace code, which is shared with us. This way we can see exactly when your return arrived at our warehouse and issue a refund immediately. Without a track & trace code, we cannot track your shipment and your right to a refund expires because we cannot confirm whether your order has actually arrived with us.
If your return request has been approved, you will receive an email confirmation with the return instructions. Your goods must then be returned to our warehouse.
Returns sent to us without prior request and approval will not be accepted and your right to a refund will be forfeited.
You can always contact us for any return question at hello@vitaliclondon.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
We do not offer exchanges. The fastest way to ensure you get what you want is to return the item you have ordered, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we have approved your return, please contact us at hello@vitaliclondon.com.
Information
As mentioned on our Shipping Policy, Vitalic London works with various Chinese suppliers and Vitalic London delivers its products directly to the supplier. This allows us to save significantly on transportation, storage, packaging and freight costs and to offer the products at the best price.
However, this means that our returns policy is different than what you may be used to. As our warehouse is located in Asia, you must return the package to the supplier's warehouse in China.
As stated in our shipping policy, Vitalic London is in no way responsible for the costs of returning one or more products.
We kind ask that you keep this in mind if you buy multiple products that you want to try but don't want to keep.
Much love,
Vitalic London
