Refund policy

We want you to be happy with everything you buy from Sovital Supplements. This policy explains how returns and refunds work. It does not affect your statutory rights.

Changed your mind?

You have 14 days from receiving your order to tell us you want to return it, and a further 14 days to send it back. To start a return, email sales@sovital.co.uk with your order number.

For change-of-mind returns:

  • The item must be unopened, unused and with all seals intact, in its original packaging.
  • To speed up approval, include a photo of the unopened item showing the intact seal when you contact us.
  • Return postage is paid by you. We recommend a tracked service — the item is your responsibility until it reaches us.
  • Include your order number inside the parcel and send it to: Vitamin Shop, 102a High Street, Hounslow, TW3 1NH.
  • Please contact us before sending anything back — returns sent without an approved request may be delayed.

Opened or used supplements

For health, hygiene and safety reasons, we cannot accept returns of food supplements or other products intended for consumption once they have been opened, unsealed or used. Once a seal is broken, a consumable product cannot be safely resold and is treated as unfit for resale. We therefore reserve the right to refuse change-of-mind refunds for any item returned with its seal broken or packaging opened. Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to sealed goods that are unsuitable for return once unsealed. This includes protein powders, vitamins and all other consumable products where the seal is broken. This does not affect your rights if a product is faulty.

Faulty, damaged or wrong items

Please inspect your order when it arrives. If anything is defective, damaged or not what you ordered, contact us at sales@sovital.co.uk as soon as possible — ideally within 14 days, with a photo of the issue. Please do not post anything back until we have replied.

Where the fault is ours, we cover the return postage and will offer a replacement or a full refund, including any delivery charges you paid. Your rights under the Consumer Rights Act 2015 are unaffected.

Refunds

Once your return arrives and passes inspection, we will refund your original payment method within 14 days of receiving the item back. Depending on your bank or card provider, it may take a few further days to appear.

If you cancel your entire order within the 14-day period, we will also refund the standard delivery charge from your original order (premium delivery upgrades are not refundable).

Sale items and gift cards

Sale and discounted items can be returned on the same basis as full-price items. Gift cards are non-returnable and non-refundable.

Exchanges

The fastest way to exchange is to return the item you have and place a new order once your return is accepted.

Questions

Contact us any time at sales@sovital.co.uk or call +44 20 8616 4040.