Returns & Refunds
Returns & Refunds
Our Returns and Refunds Policy sets out your rights and our obligations when you return products purchased from Vitality Hub. We want you to feel confident ordering from us, and this page explains exactly how returns work, what qualifies, and when to expect your refund.
The Process
How a return moves through our system
Step 01
You contact us
Email [email protected] with your order number and the product you want to return. Our team responds with a Return Authorization code and the return address.
Step 02
You ship the item back
Pack the product in its original, unopened packaging with all seals intact. Include your order number and authorization code inside the parcel. Post it to the address we provide using a trackable service.
Step 03
We inspect the return
When your parcel arrives, our team checks the product against our eligibility criteria — original packaging, seals intact, no signs of use. You receive an email confirming whether the return is approved or declined.
Step 04
Your refund is processed
If approved, the refund goes back to your original payment method. Processing takes 5–10 business days from inspection, and your bank may add a few additional days before the funds appear in your account.
01
Return eligibility
You have the right to return unopened and unused products within 30 days of the delivery date. To qualify, the item must be in its original packaging with all seals intact.
Eligibility checklist
- ✓ Product is unopened and unused
- ✓ Original packaging is intact
- ✓ All seals and tamper-evident strips are unbroken
- ✓ Return is within 30 days of delivery
- ✓ Return Authorization code is included
Because nutritional supplements are consumable products, we cannot accept returns of items that have been opened, used, or had their seals broken. This policy exists to protect every customer's safety and to comply with UK health and hygiene standards for consumable goods.
The 30-day window starts from the date your order is delivered, not the date you placed the order. If your order arrives in multiple parcels, each parcel has its own 30-day window from its individual delivery date.
If you received the wrong product or an item arrived damaged, contact us right away — those cases follow a different process and we resolve them before any return is needed.
Cannot return
Opened or used products · Products with broken seals · Items missing original packaging · Returns requested after 30 days from delivery
02
How to request a return
Email us for a Return Authorization
Send a message to [email protected] with your order number and the name of the product you want to return. Our team reviews your request and replies with a Return Authorization code.
Receive the return address
Once your return is authorized, we send you the return address to ship your parcel to. Do not send items back without an authorization code — unauthorised parcels cannot be processed.
Include order number and authorization code
Place a note inside your return parcel with your order number and the Return Authorization code we gave you. This allows our warehouse team to match the parcel to your account and process it without delay.
Ship using a trackable service
Post your return using a trackable shipping service so you have proof of dispatch. We recommend keeping your tracking number until the refund is confirmed.
Need help with a return?
Start by sending us an email
Phone
+44 131 496 5327
Hours
Mon–Fri: 09:00–18:00
Sat: 10:00–16:00
Address
21 Princes Street
Edinburgh EH2 2BY
United Kingdom
03
Return shipping costs
The customer is responsible for paying the shipping costs for returning items. Shipping costs are non-refundable, and if you receive a refund, the cost of original shipping will be deducted from your refund amount.
We recommend using a trackable shipping service or purchasing shipping insurance for your return. Without tracking, there is no way to confirm whether a parcel has reached our warehouse, and we cannot process a refund for returns we have not received.
Return shipping
Customer pays
Original shipping
Deducted from refund
Tracking
Recommended
Insurance
Optional, advised
04
Inspection and approval
Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected. This inspection typically takes 2–3 business days from the date your parcel arrives at our warehouse.
If the product is found to have been opened, used, or the packaging is significantly damaged, we reserve the right to refuse the return or apply a restocking fee. In either case, we email you with the reason and the next steps.
What we check
- — Seals and tamper-evident strips are unbroken
- — Original packaging is undamaged
- — Product has not been opened or used
- — Order number and authorization code are present
- — Return is within the 30-day window
05
Refund timeline
If your return is approved, your refund will be processed to the original method of payment. Processing usually takes 5–10 business days from the date of inspection. Your financial institution may take additional time to post the credit to your account.
Day 0
Parcel arrives at our warehouse
Your return is logged in and queued for inspection. We send an email confirming receipt.
Days 1–3
Inspection takes place
Our team checks the product against eligibility criteria. You receive an email with the approval or rejection decision.
Days 3–10
Refund is processed
The refund is issued to your original payment method. Processing time depends on your payment provider.
After processing
Funds appear in your account
Your bank or card issuer may take several additional days to post the credit. This window varies by financial institution and is outside our control.
Refunds go back to the original payment method only. We cannot redirect a refund to a different card or account.
06
Exchanges and damaged items
Defective or damaged on arrival
We only replace items if they are defective or damaged upon arrival. If your order arrives in poor condition, email us at [email protected] and we arrange a replacement of the same product.
Same-item exchange
If you need to exchange your purchase for the same item, send us an email describing the situation. We respond with instructions on how to proceed with the exchange.
Switching to another product
For exchanges to a different product, return the original item for a refund following the standard return process above, then place a new order for the product you want instead.
Can I return a product I have already opened?
No. We cannot accept returns for opened or used products due to health and safety regulations governing nutritional supplements. The item must be in its original packaging with all seals intact.
How long do I have to return a product?
You have 30 days from the delivery date to request and post a return. The window starts when your order is delivered, not when you placed the order.
Who pays for return shipping?
The customer pays return shipping costs. Shipping costs are non-refundable. If your return is approved, the original shipping cost will be deducted from your refund.
When will I receive my refund?
Refunds are processed within 5–10 business days of the inspection. Your financial institution may take additional time to post the credit to your account.
What if my order arrived damaged?
Email us at [email protected] right away. We replace defective or damaged items and arrange the exchange with you directly.
Can I exchange one product for a different one?
For a different product, return the original item for a refund and place a new separate order. We only exchange same-item replacements for defective or damaged goods.
Still need help?
Our team is here to help with any return
If you have a question about a return, a refund status, or an exchange, contact us during our opening hours and we respond by email as quickly as we can.
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