Refund and Returns Policy

Legal Documents

Return and Refund Policy

Last updated: March 2026  ·  Vitalix — vitalixeurope.com

Customer satisfaction is our priority. Vitalix offers a money-back guarantee within 30 days of purchase. If for any reason you are not satisfied, we are here to help you.

1. Right of Withdrawal

In accordance with European Directive 2011/83/EU on e-commerce and applicable consumer protection legislation, the customer has the right to withdraw from the purchase contract within 30 days of the date of receipt of the product, without having to provide any reason.

The 30-day withdrawal period begins:

  • From the day on which the customer or a third party designated by them (other than the courier) physically takes possession of the product.
  • In the case of a multiple order with separate deliveries, from the day on which the customer receives the last product.

2. Process Timeline

Here is a summary of how the return and refund process works:

Within 30 days Contact us to request a return from the moment of receipt
2–5 days Time to physically return the product after approval
Within 14 days Refund credited after receipt and verification of the return

3. How to Request a Return

To start the return procedure, follow these steps:

  1. Contact Vitalix customer service within 30 days of receiving the product via the contact form at vitalixeurope.com/contact, stating your order number and the reason for the return.
  2. Wait for an email confirmation from our team with instructions for the return. We will respond within 24 working hours.
  3. Pack the product securely in its original, intact and unopened packaging and send it to the address indicated in the confirmation email.
  4. Send the tracking number of the return shipment to our customer service team to monitor the return.
  5. Receive the refund within 14 working days of receipt and verification of the returned product.

4. Conditions for Return

To be accepted, the returned product must meet the following conditions:

  • The product must be unopened and intact, in its original sealed packaging.
  • The product must not have been used, damaged or altered in any way.
  • All accessories, package inserts and original components must be included.
  • The return request must be made within 30 days of receiving the product.
Please note: For hygiene and safety reasons, returns of opened, damaged or partially used products are not accepted. Vitalix reserves the right to refuse a refund if the product does not meet the conditions stated above.

5. Non-Refundable Products

The following categories of products are not subject to the right of withdrawal, as provided for by Art. 59 of Directive 2011/83/EU:

  • Sealed products that cannot be returned for hygiene or health protection reasons, if the seal has been broken after delivery.
  • Personalised or custom-made products according to the customer’s specifications.
  • Perishable products or products with a near expiry date.

6. Defective or Damaged Products

In the event that the product received is defective, damaged during shipping or does not match the order placed, the customer is entitled to:

  • Free replacement of the product with an identical one, at no additional cost.
  • Full refund of the amount paid, including the original shipping costs.

In these cases, the return shipping costs for the defective product are borne by Vitalix. You must contact us within 7 days of receiving the product, attaching photos of the damage or defect found.

7. Incorrect or Missing Order

If you received a product different from the one ordered or your order is incomplete, contact us immediately via vitalixeurope.com/contact. We will:

  • Ship the correct product at no additional cost within 24–48 working hours.
  • Or, at your choice, issue a full refund of the amount paid.

8. Return Shipping Costs

Return shipping costs are borne by the customer, except in the following cases:

  • Defective or damaged product during shipping.
  • Product not matching the order placed (wrong item).
  • Error attributable to Vitalix.

We recommend using a tracked shipping service for returning products. Vitalix is not responsible for returned products that are lost in transit.

9. Refund Methods

The refund will be made using the same payment method used for the original purchase:

  • Credit/debit card — the refund will appear on the statement within 5–10 working days, depending on the bank.
  • PayPal — the refund will be visible in the PayPal account within 3–5 working days.
  • Bank transfer — the refund will be credited within 5–7 working days.
  • Cryptocurrencies — the refund will be made at the exchange rate on the day of the original request.

Vitalix does not apply any fees or penalties for refunds. The refunded amount will be equal to the price paid for the product, excluding the original shipping costs (except in cases of defective product or Vitalix error).

10. Order Cancellation

It is possible to cancel an order at no cost within 2 hours of purchase, before the order is processed and shipped. To cancel an order, contact customer service immediately via vitalixeurope.com/contact stating the order number.

Once the order has been shipped, it can no longer be cancelled — in this case the normal return procedure described above applies.

11. Contact for Returns and Refunds

For any requests relating to returns, refunds or cancellations, our team is at your disposal: