Refunds & Returns Policy – Vitality and Wellness Centre
At Vitality and Wellness, we want you to feel confident when ordering with us. Please take a moment to read our refund and returns policy below.
Change of Mind
We do not offer refunds or exchanges for change of mind. Once an order has been placed and paid for, it is considered final.
Faulty Products (Our Responsibility)
If a product arrives faulty due to our error (e.g. incorrect item supplied, broken or missing safety seal prior to dispatch, or packaging compromised before leaving our premises), we will promptly send a replacement at no additional cost. Please contact us within 7 days of delivery so we can organise this for you.
If a replacement is not available, a full refund including shipping will be issued.
Note: Issues that occur after dispatch (e.g. dented boxes, crushed bottles, leakage caused during transit) are considered shipping damage and are handled under the “Lost or Damaged Orders (Transit)” section below.
Lost or Damaged Orders (Transit)
- With Insurance Cover: If you selected shipping with insurance at checkout, you may claim for parcels lost or damaged in transit. Please contact us, supply clear photos of any damage, and retain all packaging and items until the insurer finalises the claim. Once approved, we will resend or refund the affected items.
- Without Insurance Cover: If insurance was not selected, we are unable to replace or refund parcels that are lost or damaged in transit.
We strongly recommend selecting shipping insurance to protect your order against unforeseen transit issues.
Incorrect Address / Non-Collection
If an order is returned to us due to an incorrect shipping address or because it was not collected from the post office/courier, we can re-send it. Additional shipping costs (including any return-to-sender fees) will apply.
Probiotics
Probiotics are temperature-sensitive and cannot be returned or refunded once shipped. If a probiotic order is returned to us (e.g. due to incorrect address or non-collection), it will be destroyed and no refund will be provided.
International Orders
It is the customer’s responsibility to check their country’s import regulations before ordering.
- If an order is seized, delayed, or destroyed by customs, we cannot provide refunds or credits.
- If a package is returned due to import restrictions or unpaid duties/taxes, and the return costs exceed the value of goods, the package will be abandoned without refund.
Stock Issues
If an item you ordered becomes unavailable, we will contact you promptly to:
- Offer an alternative product of equal quality,
- Reimburse the payment for the affected item(s), or
- Place the item on backorder (if you’re happy to wait).
Important Notes
- Please ensure your shipping, email and phone details are correct at checkout. We cannot accept responsibility for parcels delivered to incorrect addresses provided at the time of ordering.
- Once a parcel has been shipped, we are unable to cancel or amend your order or contact details.