Refund policy
RETURN & REFUND POLICY
Last updated: April 21, 2026
This Return & Refund Policy forms an integral part of our Terms of Service. At Vitalore, we provide a fair, transparent, and legally compliant return process in accordance with applicable consumer protection laws, including Directive 2011/83/EU.
1. 30-DAY RETURN PERIOD
We voluntarily offer a total return period of 30 days from the date of delivery.
EU & UK Customers:
Your statutory 14-day right of withdrawal is included within this 30-day period. This means the total time available for returns is 30 days from delivery, not an additional period.
2. CONDITIONS FOR ELIGIBILITY
To qualify for a return and refund, items must be:
unused and unopened
in original commercial condition
with all safety seals intact
complete and identical to the originally shipped product
accompanied by valid proof of purchase
HYGIENE EXCEPTION
Food supplements and cosmetic products cannot be returned once opened or unsealed, due to health protection and hygiene reasons.
3. DEFECTIVE, DAMAGED OR INCORRECT ITEMS
If you receive an item that is defective, damaged, or incorrect, please notify us within 7 days of delivery where possible and provide clear photo evidence.
This notification period does not affect your statutory rights.
If the issue is confirmed to be our responsibility, we will, at our discretion:
provide a replacement at no additional cost, OR
issue a full refund, including applicable shipping costs
We may request return of the item before issuing a refund or replacement.
4. RETURN SHIPPING – COST & RISK
Unless the item is defective or incorrect:
The customer bears the full cost of return shipping
The customer bears the risk of the return shipment until the goods are received by us
Tracked and insured shipping is strongly recommended
We are not responsible for returns that are lost, delayed, or damaged before they are received by us.
5. INTERNATIONAL RETURNS (NON-EU)
All returns sent from outside the EU must be clearly marked on the customs declaration:
“RETURNED GOODS – RELIEF FROM TAX/DUTY”
If not properly marked, any import duties, VAT, or administrative charges incurred upon re-entry into the EU may be deducted from your refund.
6. REFUND PROCESS, TIMING & VERIFICATION
EU & UK Customers:
Refunds are processed within 14 days from:
receipt of returned goods OR
valid tracking proof issued by a recognized postal or courier service confirming dispatch to our correct return address
We may withhold the refund until we have received the returned goods or valid proof of return shipment, whichever occurs first.
Returned goods must be sent back within 14 days from the date you notify us of your withdrawal.
Verification & Inspection
All returns are subject to inspection upon arrival.
We reserve the right to:
withhold the refund until inspection is completed where there are reasonable grounds for concern
treat any refund issued prior to receipt as provisional and subject to final verification
Anti-Fraud Protection
We reserve the right to reduce or refuse a refund if:
the item is opened, used, or damaged
the safety seal is broken
the returned product is not the original item
the package is empty or incomplete
the return does not match the original shipment
We may rely on warehouse inspection records, shipment documentation, and photo or video evidence.
Customers outside the EU & UK:
Refunds are processed only after the returned goods have been received and inspected.
7. REDUCTION IN VALUE
We may reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics, and functioning.
8. SHIPPING COST REFUNDS
EU & UK Customers:
Standard delivery is provided free of charge; therefore, no shipping costs are refundable.
If express shipping was selected, express charges are non-refundable.
United States & all other customers:
Shipping fees paid at checkout are non-refundable for change-of-mind returns.
9. CUSTOMS, DUTIES & TAXES
United States (DDP):
Orders are shipped with duties prepaid by us prior to dispatch.
In case of return:
only the product value is refunded
shipping fees and prepaid duties are non-refundable
All other destinations:
import duties, VAT, and local taxes are imposed by local authorities
these charges are outside our control
these charges are non-refundable
10. REFUSED OR UNCLAIMED SHIPMENTS
If a shipment is refused, unclaimed, or returned due to unpaid local charges:
original shipping costs are non-refundable
return shipping costs and administrative fees incurred by us may be deducted from your refund
For shipments sent under DDP terms (e.g., United States), prepaid import duties and taxes are non-refundable in all cases, including refused or returned shipments.
11. ABUSE & FRAUD PROTECTION
We reserve the right to:
refuse returns in cases of suspected abuse
deny refunds in cases of fraud
restrict or block future transactions
12. REFUND METHOD
Refunds are issued to the original payment method used at checkout.
APPENDIX – MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract)
To: Green Life 08 Ltd
k.k. Slanchev bryag, kv. Kamelia 158, vh. 2, et. 5, ap. 21
8240 Nesebar, Bulgaria
Email: info@vitalor.eu
I/We hereby give notice that I/We withdraw from the contract of sale of the following goods:
Ordered on / Received on: ____________________
Order Number: ____________________
Name & Address: ____________________
Date: ____________________
Signature (only if notified on paper): ____________________