Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it,  unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@sovital.co.uk. Please note that returns will need to be sent to the following address:Vitamin Shop 102a High Street, Hounslow, TW3 1NH

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@sovital.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / Non-Returnable Items:

We understand that certain situations may arise where a return or exchange is necessary. However, for the safety and well-being of our customers, we have established the following exceptions and non-returnable items policy, especially pertaining to open and used supplement products:

  1. Opened Products:

    • Due to the nature of supplements and health-related products, any item that has been opened or its seal broken cannot be returned. This includes products where the outer packaging has been tampered with or damaged.

  2. Used Products:

    • We are unable to accept returns for products that have been used or consumed, as we prioritise the health and safety of our customers. This policy applies to all types of supplements, including but not limited to vitamins, minerals, protein powders, and dietary supplements.

  3. Hygiene and Safety:

    • For hygiene and safety reasons, certain personal care items and products related to health and wellness, once opened or used, cannot be returned. This includes items such as dietary supplements, and any other products intended for human consumption. 
  4. Shipping and Handling Fees:
    • Shipping and handling fees are non-refundable, except in cases where we may have made an error in processing your order or if the product is defective.

    Defective or Damaged Items: In the event that you receive a defective or damaged item, please contact our customer service within [14 days] days of receiving your order. We will work with you to resolve the issue promptly.


    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    Refunds

    If you return your order you must make it in 14 days from the date you receive them.

    Please be aware you need to make photo evidence for all damaged items.

    Refunds can only be given for products which are returned to us unused, undamaged in their original packing.

    When you are due a refund, most often it is processed within 2-14 business days (depending on payment method) and issued to the payment account used for the original purchase.