Refund policy
Last updated: 23 March 2026
30-Day Money-Back Guarantee
We want you to be completely happy with your purchase. If you are not satisfied, you may return your order within 30 days of delivery for a full refund.
Return Conditions
- Products must be unopened and in their original, sealed packaging.
- You must contact us at hello@vitgem.co.uk before sending your return so we can provide a return reference and our return address.
- The cost of return postage is the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
How to Return an Order
- Email hello@vitgem.co.uk with your order number and reason for return.
- We will reply with a return reference number and our return address.
- Post the unopened item(s) back to us using a tracked delivery service.
- Once we receive and inspect your return, we will process your refund.
How Long Do Refunds Take?
Refunds are processed within 5–10 working days of receiving your return. The refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the credit.
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at hello@vitgem.co.uk. Include your order number and clear photos of the issue.
We will arrange a free replacement or full refund — no need to return the damaged item.
Subscription Orders
If you are on a Subscribe & Save plan:
- Each renewal order follows the same return and refund policy as a standard order.
- You can pause, skip, or cancel your subscription at any time via your account dashboard or by emailing hello@vitgem.co.uk.
- If you wish to return a subscription order, the same 30-day return policy applies.
Your Statutory Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If a product is faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement, or refund.
Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, email hello@vitgem.co.uk with your order number. You then have a further 14 days to return the goods to us.