Refund policy

Vitanue

Last updated: August 31, 2026

1. Our promise

If a Vitanue product is not right for you, you can return it within 30 days of delivery for a refund or an exchange. We keep the process simple and we do not charge restocking fees.

2. What can be returned

To qualify, an item must be:

• Unused and in the same condition you received it
• In its original packaging with all parts, inserts and accessories
• The subject of a return request submitted to us within 30 days of the delivery date shown on your tracking

For hygiene reasons, items that are worn on or against the body — such as insoles, eye masks, pillows and slippers — can only be returned if the hygiene seal or packaging is unopened.

3. How to start a return

• Contact us using the button below with your order number and the item you would like to return
• We will confirm your return is eligible and send you a return authorisation together with the return address and instructions
• Ship the item back within 14 days of receiving the authorisation, using a tracked service
• Once we receive and inspect the item, we email you to confirm the outcome

Two separate clocks apply: your return request must reach us within 30 days of delivery, and the item must then be shipped back within 14 days of the authorisation.

Please do not send items back without an authorisation — returns without one cannot be matched to an order and may be delayed.

Contact us

4. Return shipping costs

If we sent the wrong item, or the item arrived damaged or faulty, we cover the return shipping. For all other returns — including change of mind — the customer covers the cost of shipping the item back to us.

5. Refunds

Approved refunds are issued to your original payment method within 5–10 business days of the returned item passing inspection. Depending on your bank or card issuer, it can take up to 10 additional business days for the refund to appear on your statement.

We refund the full product price together with any sales tax charged. Because shipping is free, there is no shipping charge to refund.

Items returned in a condition that does not meet section 2 — used, damaged by the customer or missing parts — may receive a partial refund reflecting the reduction in value, or be sent back to you. This is a condition adjustment, not a restocking fee; we never charge restocking fees.

6. Exchanges

We are happy to exchange an item for the same product in a different size or colour, subject to availability. Start an exchange the same way you start a return. If the replacement is out of stock, we will refund you instead.

7. Damaged, faulty or incorrect items

Tell us within 7 days of delivery with a photo and we will send a replacement or a full refund straight away. You usually will not need to return the item; if we do ask for it back, we cover the return shipping.

8. Cancelling an order

Orders can be cancelled for a full refund within 12 hours of being placed. After that the order is likely in processing and can no longer be cancelled; you are welcome to return it under this policy once it arrives.