Guarantee And Product Returns
Your satisfaction is extremely important to us. Any problems will be addressed in a friendly and efficient manner, with your total satisfaction as our over-riding concern.
Return Of Unwanted Products
If you have changed your mind about a product and it is in re-saleable condition (unopened, with undamaged packaging) you can return it within 30 days of receipt for a full refund.
Please wrap your returned product well (products that have been damaged in transit back to us will not be refunded) and return it to us with your order number as a reference to the following address:
11 Fairview Avenue
Cat & Fiddle Park
Clyst St. Mary
Devon EX5 1QN
Once your return has been received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued in the original form of payment.
We endeavour to reflect the full ingredient list on each product on our online shop. Please note though that in many instances only the active ingredients of a supplement are listed on our website and not the inactive ingredients (e.g. fillers, tabletting/encapsulating aids). If you're concerned about or have a sensitivity to any of the inactive ingredients commonly used in the manufacture of dietary supplements (e.g. silica, cornstarch, magnesium stearate), then we ask that you please check the label of your products carefully before opening them.
We aren't able to accept returns of opened products due to their containing inactive ingredients you weren't aware of. Please feel free to contact us directly to enquire about the inactive ingredients of any particular product(s) you're interested in. We'll gladly check the label for you and/or put you in touch with the manufacturer prior to your ordering.
Out Of Stock Products
In the case of you placing an order for a product that subsequently becomes unavailable or there is a delay in delivery, we will let you know and backorder your product.
Occasionally, a product you order may be temporarily out of stock. In this case we'll contact you promptly to make arrangements to either substitute or delete the item, or hold your order until the item becomes available again. Naturally we'll refund you for any goods we can't supply unless you agree to a substitute.
To be notified when an out of stock product becomes available again please fill in your details on the product page on our website and an automated email notification will be sent to you. You can view your out of stock subscriptions in the “My Out of Stock Subscriptions” area of your account.
Damaged In Transit
We take every care to ensure your goods reach you in perfect condition and accept full responsibility for products damaged in transit. In the unlikely event your goods do not reach you in a satisfactory condition, please contact us.
We will gladly issue you with a refund or arrange a replacement where possible. Please keep any damaged items and packaging in the same condition as they are received, and email us a photo if possible. This can assist us in making a claim to the courier.
Damaged products on international parcels have to be assessed by a post shop near your address and issued with a damage report within 7 days of receipt. We will not be able to refund for damaged products unless we receive a damage report from your country’s postal authority.
Parcels Addressed Incorrectly
Our address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.
International customers - we accept no liability for any goods lost in transit outside of New Zealand. Loss of international parcels is covered by New Zealand Post according to their terms and conditions. New Zealand Post provides compensation for successful claims. While we do not provide refunds or replacements for lost parcels we are happy to claim on your behalf for compensation from New Zealand Post and process a refund for you if the compensation is approved. Please contact us if you need us to launch an investigation or claim compensation for you.
Faulty Products Or Incorrect Products Supplied
We endeavour to provide products in perfect condition and accept full responsibility for products received in faulty condition.
Domestic customers - we will provide a free return bag if a return is required due to a product being faulty or as a result of an error made by us (such as an incorrect item being delivered). Please contact us to arrange this.
International customers - we are unable to resend products overseas. Please contact us so we can arrange a resolution for you.
We can cancel and refund a submitted order for you as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account.
Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it's not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, we endeavour to make note of this on the product detail page.
It's entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. Vita Health Ltd accepts no liability for the refund/replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body. Likewise any import duty or tax payable on your order is not our responsibility and is beyond our control.
If your order is returned to us due to banned/restricted products, a wrong address or refusal to pay fees, we will issue you a refund for products only, (not shipping costs) that are returned to us in resalable condition. You will be responsible for any return shipping charges and for any additional custom fees for your returned package. Those charges will be deducted from your order total and the remaining balance is the amount that will be refunded.