Returns & Refund Policy
We want you to feel confident trying Vitalis. This policy explains our 30-day trial guarantee, your statutory cancellation rights, and what happens if an item is faulty, damaged or incorrect.
30-Day Vitalis Trial & Money-Back Guarantee
You may open and use your Vitalis device at home and request a return within 30 days of delivery if it is not right for you.
- No lengthy forms are required, and you do not need to justify your decision.
- Email support@vitalisrestore.com within 30 days of delivery and include your order number.
- Wait for our return instructions before sending the item. The return address may be different from the address shown on the original parcel.
- Return the device together with its essential components and accessories. Original packaging is encouraged but is not required.
- Ordinary signs of a reasonable home trial are accepted.
Once the returned item is received and checked, we will refund the full product purchase price to the original payment method. This voluntary guarantee is in addition to, and does not replace, your statutory rights.
What the 30-Day Guarantee Does Not Cover
The guarantee may not apply where the product has been deliberately damaged, misused, altered, repaired without authorisation, returned with essential components missing, or damaged beyond what would reasonably result from trying it as instructed. This does not limit any rights you may have where the product was faulty or not as described.
Your 14-Day Statutory Right to Cancel
For most online purchases, UK consumers may tell us that they wish to cancel within 14 days after delivery, without giving a reason, and then have a further 14 days to return the goods. Where required by law, we will also refund the cost of the least expensive standard delivery option paid at checkout.
You may inspect and handle the product as you reasonably would before deciding whether to keep it. Any rights available under consumer law remain unaffected by this policy.
Faulty, Damaged, Incorrect or Not-as-Described Items
If your item arrives damaged, is faulty, is not what you ordered, or does not match its description, contact us as soon as reasonably possible at support@vitalisrestore.com. Photos or a short video can help us resolve the issue faster, but they do not remove your statutory rights.
Where the item is confirmed as faulty, damaged, incorrect or not as described, we will provide an appropriate remedy, which may include a replacement, repair or refund, and we will cover reasonable return costs where required.
Return Shipping
For returns under the voluntary 30-day trial guarantee where the product is not faulty, the customer is responsible for the return shipping cost. Please use a tracked service and retain proof of postage until the refund is completed.
Do not return a parcel without contacting us first, and do not send it automatically to the sender address printed on the original parcel.
Refund Timing
After we receive and inspect the return, approved refunds are normally issued within 5 business days to the original payment method. Your bank or payment provider may take a further 5–10 business days to display the funds.
Order Cancellations
To request cancellation before dispatch, email us as soon as possible. We cannot guarantee that an order can be stopped once fulfilment has started. If it has already been dispatched, you can use the return rights described above after delivery.
Simple Cancellation Notice
You may use the wording below, although you do not have to use a particular form:
To Vitalis: I hereby give notice that I wish to cancel my order. Order number: [order number]. Name: [name]. Delivery address: [address]. Date: [date].
Contact
Email: support@vitalisrestore.com