VITALSPUR LTD values the customer shopping experience and is committed to providing clear, fair, and reasonable return and refund services. This refund policy applies to personal care products, beauty products, toiletries, cleaning supplies, and other related products purchased through the VITALSPUR LTD website.
This policy complies with applicable UK consumer protection laws. Statutory rights granted to consumers by law remain unaffected by this policy.
Customers may request a return within 30 days of receiving the goods, subject to the conditions set out in this policy.
For customers exercising their statutory cancellation rights under applicable UK consumer regulations, the statutory cancellation period is generally 14 days from the day the customer, or a person designated by the customer, receives the goods.
After notifying us of a statutory cancellation, the customer must return the goods within 14 days of notifying us of the cancellation, unless otherwise required by applicable law.
For quality issues, incorrect items, missing items, or damage during delivery, customers should contact us as soon as reasonably possible after discovering the issue.
III. Return Conditions
To ensure the goods can be properly processed, returned items should generally meet the following conditions:
The product has not been unnecessarily used or damaged;
The product and its accessories remain intact;
Original packaging is retained whenever possible;
Product labels and relevant instructions remain intact whenever possible;
An order number or other proof of purchase can be provided;
The product shows no damage caused by improper use by the customer.
For standard change-of-mind returns, customers should return the goods in a condition that allows us to assess their nature, characteristics, and functioning.
Returns due to quality issues, incorrect shipment, missing items, or damage during transit will be verified and processed on a case-by-case basis.
IV. Personal Care and Hygiene Products
Due to the specific nature of certain personal care, beauty, toiletry, and hygiene-related products, some items may be unsuitable for resale after unsealing for reasons of hygiene, health, or safety.
Where applicable under UK law, the statutory cancellation right may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been removed after delivery.
For example, certain sealed personal care or cosmetic products may become non-returnable once their protective or hygiene seal has been opened.
However, statutory rights regarding quality defects, products that do not match their description, or receipt of incorrect items remain unaffected.
V. Quality Issues, Incorrect Items, or Shipping Damage
Please contact us as soon as possible if you encounter any of the following issues with your order:
The item was damaged during transit;
The item received does not match the order;
The item has obvious quality defects;
The item is missing;
The item has other apparent issues.
Customers should contact us preferably within 30 days of receiving the order for non-urgent return or refund requests.
For damaged, defective, or incorrect goods, customers should contact us as soon as reasonably possible after discovering the issue.
To help us verify the issue quickly, please provide your order number via email and, where applicable, include photos of the item and its outer packaging.
Once we have verified the situation, we will arrange a replacement, refund, or other appropriate solution based on the specific circumstances and applicable law.
VI. Return Process
If you wish to request a return, please contact us first via:
Please provide as much of the following information as possible in your email:
Order number;
Customer name;
Contact details;
Name of the item(s) to be returned;
Reason for return;
Necessary photos of the item or packaging, where applicable.
We will normally respond to return requests within 3 business days.
Once the return request is confirmed, we will provide you with the relevant return arrangements based on the specific situation.
Please do not send items back without first contacting us to confirm the return arrangements, as this may delay the processing of your return.
VII. Return Shipping Address
Once the return has been confirmed by VITALSPUR LTD, customers may send the items to the following address in accordance with the provided return arrangements:
Return Address: VITALSPUR LTD Harpton Lodge Walton Presteigne Wales LD8 2RB United Kingdom
Please verify the return address and any relevant return requirements before shipping the return package.
Customers should properly package the items being returned to minimize the risk of further damage during transit.
Customers should retain proof of postage or shipment tracking information until the return has been successfully received and processed.
VIII. Return Shipping Costs
If the return is due to quality issues, receipt of an incorrect item, damaged goods, or another issue caused by us, we will cover or reimburse reasonable return shipping costs, subject to verification.
If the customer exercises their statutory cancellation rights, responsibility for return shipping costs will be determined in accordance with applicable UK law and the circumstances of the order.
Where the customer is responsible for return shipping costs, the customer should arrange and pay for the return shipment unless we have agreed otherwise in writing.
If the customer returns an item for personal reasons under our voluntary 30-day return arrangement, the applicable return shipping costs will normally be the customer’s responsibility unless otherwise stated.
IX. Refund Processing
Once the returned goods have been received, we will inspect and reasonably verify the returned items.
We will normally begin processing an eligible refund within 3 business days after receiving and verifying the returned goods.
For customers exercising their statutory cancellation rights, refunds will be handled in accordance with applicable UK consumer protection laws.
Where applicable, refunds will generally be made using the same payment method originally used by the customer.
The time required for the refund to appear in the customer’s account may vary depending on the bank, card issuer, or third-party payment provider.
X. Refund Timeframe
For eligible returns, we aim to process refunds as follows:
Return request response: normally within 3 business days;
Return transit: depends on the carrier and customer’s location;
Return inspection: normally within 3 business days after receipt;
Refund initiation: normally within 3 business days after the return has been approved;
Payment provider processing: normally an additional 3–5 business days, depending on the bank or payment provider.
For statutory cancellation rights, applicable UK law may require refunds to be made without undue delay and generally within 14 days of the relevant statutory cancellation event, subject to the applicable legal conditions, including when the goods are returned or appropriate evidence of return is provided.
XI. Refund Amount
For items eligible for a refund, we will process the refund in accordance with applicable laws and the specific circumstances of the order.
If a consumer exercises their statutory right to cancel, the scope of the refund and the handling of delivery charges will be determined in accordance with relevant UK consumer protection laws.
Where required by applicable law, the refund may include the applicable standard delivery charge originally paid by the customer.
If the customer selected a more expensive delivery method than the least expensive standard delivery option offered by us, any additional amount may not be refundable where permitted by law.
If the value of the goods has diminished due to use, handling, or damage beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods, we may, where permitted by applicable law, make an appropriate deduction from the refund.
XII. What If I Haven’t Received My Refund?
If we have confirmed that your refund has been processed but you have not received the funds within the expected timeframe, please:
First, check your bank account or payment account;
Contact your card issuer or payment service provider;
Verify whether the refund is still being processed by the bank;
If necessary, we will assist in checking the status of the refund.
Please allow up to 5 business days after the refund has been processed for the payment to appear, depending on the payment provider.
XIII. Order Cancellation
The products sold on the VITALSPUR LTD website are one-time purchases. The website does not offer subscription services, automatic renewals, or recurring payment services.
If you wish to cancel an order that has not yet been processed, please contact us as soon as possible.
We will make reasonable efforts to cancel the order before processing begins.
If the order has already entered the processing, packaging, or dispatch stage, it may not be possible to cancel it directly. In such cases, the customer may proceed in accordance with the applicable return policy and statutory consumer cancellation rights.
XIV. Refunds for Undelivered or Returned Packages
If a package is returned to us because of an incorrect or incomplete delivery address provided by the customer, failure to collect the package, or another reason attributable to the customer, we will contact the customer where appropriate.
If the customer requests a refund after the package has been returned, the refund will be handled according to the circumstances of the order and applicable law.
Where additional delivery or return costs have been incurred due to information or actions attributable to the customer, such costs may be considered when processing the refund, to the extent permitted by applicable law.
If the package was returned because of an error attributable to VITALSPUR LTD or because the goods were defective or incorrectly supplied, we will handle the matter in accordance with applicable consumer rights.
XV. Exchanges and Replacements
Where appropriate, customers may request a replacement instead of a refund for defective, damaged, or incorrectly supplied products.
Replacement requests should be submitted as soon as reasonably possible after the issue is discovered.
We may request photographs or other information to verify the issue before arranging a replacement.
If the requested replacement is unavailable, we may provide an appropriate refund or alternative solution in accordance with applicable law.
XVI. Promotional and Discounted Products
Promotional, discounted, or reduced-price products remain subject to applicable consumer protection laws.
A discount or promotional price does not remove or restrict statutory consumer rights.
Any voluntary return conditions applicable to promotional products will be clearly stated at the time of purchase.
XVII. Statutory Consumer Rights
Nothing in this refund policy is intended to exclude, restrict, or replace any statutory rights available to consumers under applicable UK law.
If a product is faulty, not as described, not fit for purpose, or otherwise fails to meet applicable legal requirements, consumers may have rights to a repair, replacement, price reduction, refund, or other remedy depending on the circumstances.
Where this policy conflicts with mandatory consumer protection law, the applicable law will prevail.
XVIII. Contact Us
If you have any questions about returns, refunds, order cancellation, damaged goods, incorrect items, or other after-sales matters, please contact us:
VITALSPUR LTD
Address: Harpton Lodge Walton Presteigne Wales LD8 2RB United Kingdom
We aim to respond to customer enquiries within 3 business days and will make reasonable efforts to resolve eligible return and refund requests as promptly as possible.
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