Refunds and replacements
You are irreplaceable! So, we’ll do you a deal; if an item is faulty we’ll replace it and if you're still not completely satisfied with your order, we will provide a full refund within 14 days of receiving your returned item[s].
Under the Distance Selling Regulations you are entitled to a refund within 14 working days starting the day after delivery. You may also cancel or return your unwanted products for a refund within 14 days of receipt in accordance with this regulation.
To qualify for a refund or replacement
- Refunds are only permitted if the product returned is in its original packaging with tags still in place.
- Items can only be replaced if they are deemed damaged or faulty.
- Any basic paid postage cost is refundable, however if you chose an express delivery service (UPS or Royal Mail 24) this is non-refundable unless products are deemed damaged or faulty.
Product condition and exceptions
There’s just one condition when it comes to processing your replacement/return; we must receive your order in the same state as it was when dispatched. If this is not the case, or the item[s] appears to have been worn, it will be returned to you.
For hygiene and safety reasons we are unable to accept lubricants and oils and if any seals are broken or shrink wrap has been removed; no exceptions!
Can’t think of anything warped that you want right now? Well, once we have your returned item[s] in our possession and have given it the once over, we’ll be happy to reimburse you. Refunds are issued within 14 working days (from date item[s] received), using the same method of payment as the initial transaction.
We’re not averse to a pleasant exchange here at Vitality Medico! So, if an item is faulty we’ll replace it. Once we have received your returned item[s] and are satisfied that it is in the expected condition, we will arrange for your replacement product[s] to be sent out.
The new order will be dispatched via Royal Mail Standard Delivery which typically takes 3-5 working days to arrive. If you’re a little impatient, however, you can get your hands on our package a little quicker by contacting customer services on 07939910084 between 8:00am and 5:00pm (GMT) Monday to Friday to arrange next day delivery. Alternatively, you may wish to send an email or complete our contact form.
Come from a land far, far away, but wish to return your package? Well, if you follow our simple returns procedure, we’ll do our utmost to rectify the situation. Please ensure;
- Your item is sent back to us within 14 days (we do not need to receive it within this timeframe, but it does need to be posted). We recommend that you procure proof of postage.
- You obtain a receipt for the postage if the item is faulty. That way we can reimburse you.
Once we have received your return, you can expect your refund to be processed within 14 days. Your refund should show on your account within 3 to 5 working days – please note that some banks make take longer than this. We will, however, aim to make this procedure as quick as possible!
Please note: If you’re returning an item from outside the UK, we are not able to refund the cost of your delivery UNLESS the item is faulty.