Refund policy

Vitova — Refund & Returns Policy

Last updated: 27 May 2026

We want you to feel confident buying from Vitova. This policy explains when you can cancel an order, when you can return a product, and how refunds work. It is in addition to your statutory consumer rights.

1. Your 14-day cancellation right

Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to tell us you wish to cancel.

  • This applies whether or not the product has been opened, except for the items listed in section 2 below.

  • To cancel, email hello@vitova.co.uk with your order number and the words "I wish to cancel."

  • Once you've told us, you have a further 14 days to return the goods to us.

  • We will refund the price of the goods and standard outbound shipping within 14 days of receiving the returned items, using the original payment method.

2. Items we cannot accept for return

For hygiene and food-safety reasons, the following cannot be returned once the outer pouch seal has been broken:

  • Food supplements (gummies, capsules, powders, tablets)

  • Any sealed health product where the seal is necessary for product protection

This is a permitted exemption under Regulation 28 of the Consumer Contracts Regulations 2013. If your pouch is still sealed and unopened, you may return it within the 14-day window above.

3. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described.

If your order arrives:

  • damaged in transit,

  • with a broken seal or compromised packaging,

  • past or close to its best-before date,

  • or is not what you ordered,

email hello@vitova.co.uk within 30 days of delivery with your order number and a photo of the issue. We will replace the product or issue a full refund (including delivery), at your choice.

4. Subscription orders

If you have a Subscribe & Save subscription:

  • You can pause, skip or cancel at any time from your customer account before your next billing date — there are no minimum terms and no cancellation fees.

  • Subscription orders that have already shipped are subject to the same return rules as one-off purchases (sections 1 and 2 above).

  • If you cancel after a subscription order has been processed but before it has shipped, we will issue a full refund.

5. How to return an item

  1. Email hello@vitova.co.uk with your order number to request a return authorisation.

  2. We will reply with the return address and instructions.

  3. Pack the item securely. Where possible, use the original packaging.

  4. Send the item back using a tracked service. Return postage is the customer's responsibility unless the item is faulty, damaged or incorrect (in which case we cover it).

  5. Keep your proof of postage until your refund is processed — we cannot be responsible for items lost in transit to us.

6. Refund processing

  • Refunds are issued to the original payment method.

  • Card refunds typically appear within 3-10 working days of us processing your return, depending on your bank.

  • We will email you a confirmation when your refund has been issued.

  • If 14 days have passed since our confirmation email and you still haven't received your refund, please contact your card issuer first, then email us.

7. Right to refuse a return

We reserve the right to refuse a refund or replacement if:

  • the request falls outside the timeframes above,

  • the item has been opened or used and falls under the hygiene exemption,

  • the item has been damaged through misuse after delivery, or

  • we have evidence of abuse of the returns process.

8. Statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law.

9. Contact

For all returns, refunds or complaints:

Vitova Health Ltd
Registered office: 21 Aldenham Close, Bedford MK41 0SQ, United Kingdom
Companies House number: 17201398
Email: hello@vitova.co.uk