Refund policy

RETURNS & REFUND POLICY – VITAL MARKET

Last Updated: 19 Jan 2026

At Vital Market, we are committed to customer satisfaction while maintaining strict hygiene and safety standards due to the nature of the products we sell.

1. OVERVIEW

This Returns & Refund Policy applies to all purchases made via https://vitalmarket.co.uk.

By placing an order, you agree to the terms outlined below.

2. ELIGIBILITY FOR RETURNS

Due to health, hygiene, and regulatory reasons, we only accept returns under the following conditions:

Eligible for Return:

  • Item received is damaged, defective, or incorrect

  • Item is unused, unopened, and in original sealed packaging

  • Return request is submitted within 7 days of delivery

Not Eligible for Return:

  • Opened, used, or tampered products

  • Personal care, intimate, or hygiene-related items once opened

  • Medicines, supplements, or ingestible products once dispatched

  • Items returned without prior approval

  • Orders refused at delivery without valid reason

3. NON-RETURNABLE ITEMS

The following items are strictly non-returnable:

  • Erectile dysfunction treatments (including tablets and oral gels)

  • Skincare creams and serums once opened

  • Supplements and vitamins

  • Any product with broken seal or damaged packaging caused by the customer

This policy is in place to ensure customer safety and compliance with UK health regulations.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive a damaged or incorrect item:

  • You must notify us within 48 hours of delivery

  • Provide clear photographic evidence of:

    • The product

    • Packaging

    • Shipping label

Upon verification, we will offer:

  • A replacement at no additional cost, or

  • A full refund, depending on availability

5. RETURN PROCESS

To initiate a return:

  1. Email us at sales@vitalmarket.co.uk

  2. Include:

    • Order number

    • Description of issue

    • Supporting images (if applicable)

If approved:

  • You will receive return instructions within 1–2 business days

  • Items must be returned within 7 days of approval

6. RETURN SHIPPING

  • For defective or incorrect items: Return shipping is covered by Vital Market

  • For any other approved return: Customer is responsible for return shipping costs

We recommend using a tracked shipping service, as we are not responsible for lost returns.

7. REFUNDS

Once your return is received and inspected:

  • Refunds are processed within 3–5 business days

  • Funds are returned to the original payment method

  • Processing time may vary depending on your bank or payment provider (typically 5–10 business days)

8. PARTIAL REFUNDS

Partial refunds may be issued if:

  • Returned item is not in original condition

  • Packaging is damaged or incomplete

  • Item shows signs of handling beyond inspection

9. ORDER CANCELLATIONS

  • Orders can be cancelled within 1 hour of placing the order

  • After this period, orders are processed and cannot be cancelled

If the order has already been dispatched, cancellation is no longer possible.

10. FAILED DELIVERIES & REFUSED SHIPMENTS

If an order is:

  • Refused by the customer

  • Returned due to incorrect address

  • Unclaimed from delivery service

Then:

  • Shipping costs will be deducted from the refund

  • A restocking fee of 20% may apply

11. CUSTOMS, IMPORT & INTERNATIONAL ORDERS

For international orders:

  • Customers are responsible for complying with local import laws

  • Vital Market is not responsible for customs delays, duties, or confiscations

No refunds will be issued for:

  • Seized or destroyed items by customs

  • Orders rejected due to local regulations

12. FRAUD PREVENTION

Vital Market reserves the right to:

  • Refuse returns suspected of misuse or fraud

  • Request additional verification before issuing refunds

  • Deny claims that do not meet policy requirements

13. EXCHANGES

We only replace items if they are:

  • Defective

  • Damaged

  • Incorrect

We do not offer exchanges for:

  • Change of mind

  • Incorrect product selection by the customer

14. CONTACT US

For all return and refund inquiries:

Email: sales@vitalmarket.co.uk
Response Time: Within 24 hours (Monday–Saturday)

By placing an order with Vital Market, you acknowledge and agree to this Returns & Refund Policy.