Refund policy

Returns & Refunds Policy

Last updated: 16 October 2026

At Vitalise, we want you to be satisfied with your purchase. If you experience an issue with your order, please contact us and we'll do our best to help.

1. Change-of-Mind Returns

If you purchase from our online store, you generally have 14 days from receiving your order to notify us that you wish to cancel your purchase under your statutory cancellation rights.

After notifying us, you generally have a further 14 days to return the goods.

For hygiene and product-safety reasons, sealed caffeine pouch products that have been unsealed after delivery may not be eligible for change-of-mind cancellation where the applicable health and hygiene exception applies.

Any eligible return must be handled in accordance with applicable consumer law. Please contact us before sending an item back so we can provide return instructions.

2. Faulty, Damaged or Incorrect Orders

If your order arrives faulty, damaged, incomplete or different from what you ordered, please email us as soon as possible.

Include your order number and a description of the issue. Photographs may also help us assess the problem.

We will work with you to resolve the issue in accordance with your statutory consumer rights. Depending on the circumstances, you may be entitled to a refund, replacement or another appropriate remedy.

Your statutory consumer rights are not affected by this policy.

3. How to Request a Return

To contact us about a return, cancellation or refund, email:

vitalisecaffiene@yahoo.com

Please include:

Your order number
The item concerned
Whether you are requesting a cancellation, return or refund
Details of the reason for your request, if applicable

We will respond with the relevant next steps.

4. Return Postage

For change-of-mind returns, customers are responsible for return postage where permitted by law and where this responsibility has been communicated as required.

For faulty, damaged or incorrect items, we will explain the return arrangements in accordance with your legal rights.

We recommend using a tracked delivery service and keeping proof of postage when returning an item.

5. Refund Processing

Where a refund is due, we will process it within the applicable legal timeframe.

For statutory online cancellations, refunds are generally due within 14 days of receiving the returned goods or, where permitted, receiving evidence that they have been sent back.

Refunds will normally be issued to the original payment method. Any standard delivery charge that must legally be refunded will also be refunded.

Your bank or payment provider may require additional time for the funds to appear in your account.