Return and refund policy

Our return policy is valid for 14 days. You have 14 days to return your product(s) after you've received it. Once 14 days have passed, we unfortunately cannot accept your return(s) anymore.

To be eligible for a return, your item must be unused and in the same condition as you received it. The product must also still be in its original packaging.

There are certain situations where refunds can be refused.

• Any item that is not in its original condition or has been damaged by your fault.
• Any item returned more than 14 days after you've received it.

Refunds

Step 1: Fill in the return form

Download the return form HERE and complete it in full. If this step is not followed, it may lead to invalidity.

Step 2: Send your order to the return address

Send the items along with the completed return form to the address stated on the return form. Make sure to include a Track & Trace code with your package. As the sender, you are responsible for the shipment, and we want to avoid any misunderstandings.

Step 3: Send the tracking information of your return to support@vitalstone.co.uk

Once we have received and approved the return, your refund will be processed and a refund will be automatically issued to your payment method within 14 days, using the same payment method you placed the order with.

Late or missing refunds
If you have not yet received a refund, check first with your bank account.
Then contact your payment provider/company, it may take some time for your refund to be officially transferred.
If you have done all this and have not yet received your refund, please contact us.

Defective products
If you receive a defective product, please contact us at support@VitalStone.co.uk as soon as possible. You must provide us with photographic evidence. We will then ensure that you receive a good product free of charge to replace the damaged product.

Restocking Fee:
We do not charge a restocking fee for returned items. This means you can shop with confidence, knowing that if you decide to return an item, you won't incur additional fees beyond the return shipping cost. Your satisfaction is our priority!

Exchanges
Unfortunately, we don't accept the exchange of your items. You can however always return your items within 14 days and place a new order.

Cancellation
Once an order has been placed, it is not possible to cancel. Please review your order carefully before completing your purchase.

Shipping your return items
You are responsible for paying the shipping costs for returning any of your items (with the exception of defective and/or incorrectly received items).

It is expected to return the items with a traceable shipping service or shipping insurance. The sender is always responsible for the shipment and we cannot guarantee that we will receive your returned item if you post them without traceable shipping.

You can contact us using the information below:

Store Name: VitalStone

E-mail: support@VitalStone.co.uk

Customer service hours:
Monday to Sunday: 9:00 AM to 5:00 PM

(GMT) Greenwich Mean Time (London)

We aim reply to your e-mail within 1 day